PIA Connection—GAO Report Validates PIA Agent Concerns on NFIP

FIVE WAYS TO MOTIVATE GEN Z EMPLOYEES page 12

202 3 V6

CONNECTION GAO Report Validates PIA Agent Concerns on NFIP page 10-11

The Trouble with Training page 4

PARTNER WITH THETHE HARTFORD, PARTNER WITH HARTFORD, A LEADER IN FLOOD INSURANCE. A LEADER IN FLOOD INSURANCE. The Hartford is one of the largest providers of flood insurance, offering a full-service solution, competitive commissions and a dedicated local Sales Director.

The Hartford is one of the largest providers of flood insurance, offering a full-service solution, Contact Neil Randerson, Flood Managing Director, at 303-645-8526. competitive commissions and a dedicated local Sales Director.

The Hartford is proud to be PIA’s nationally endorsed flood insurance provider.

Contact Joseph Surowiecki, National Flood Sales Manager at 860.547.5006.

42314A The Hartford is a participant in the federal Write Your Own (WYO) Program, part of the National Flood Insurance Program (NFIP) managed by the Federal Emergency Management Agency (FEMA). WYO flood policies are underwritten by the federal government and issued, sold, and administered by authorized private insurance companies, including Hartford Fire Insurance Company, Hartford Insurance Company of the Midwest and Hartford Underwriters Insurance Company. Policies are subject to rules, regulations, terms, conditions, and availability of the NFIP. Conditions and limitations may apply, refer to policy terms for details.

© 2021 The Hartford. Printed All information herein arenationally as of October 2021.

The Hartford isin U.S.A. proud toand representations be PIA’s endorsed flood insurance provider.

2 | 2023 V6 pianational.org | PIA CONNECTION

42314A

2023 V6

CONTENTS 4

THE TROUBLE WITH TRAINING: Agency Change Management Strategies That Work Guest article by Brent Sheppard, president of Xanatek.

6-7

NEWS BRIEF Utica Mutual Receives the 2023 PIA Company Award of Excellence…Government Shutdown Could Affect NFIP Claims…Californians Need Flood Insurance, Too…More Americans Are Going Without Homeowners Insurance…

U.S. Auto Insurer Claims Payouts Soar…PIA Leadership Meetings Held in Naples, Florida.

Profiles of carriers and their representatives who are members of The PIA Partnership: Adam J. Krull, Business Initiatives Consultant, Sales & Marketing Division, Erie Insurance Robert Redden, Vice President, Distribution Strategies, Selective Insurance

10-11

Recently published Government Accountability Office (GAO) report concludes that FEMA inadequately communicated details about the NFIP’s Risk Rating 2.0 to policyholders, agents and carriers. This conclusion validated many concerns that independent flood agents expressed to PIA and to FEMA over the last several years.

12-13

DEVELOPING INSURANCE RISING STARS: Five ways to Motivate GenZ Employees

8-9

PIA PARTNERSHIP PROFILES

COVER STORY GAO REPORT ON RISK RATING 2.0 VALIDATES PIA AGENT CONCERNS

PIA CEO Mike Becker with five management techniques that can resonate with Gen Z and help turn them into thriving employees.

RICHARD SAVINO SWORN IN AS PIA PRESIDENT

15

2023-2024 PIA NATIONAL OFFICERS INSTALLED

15

Prevent Security Threats with PIA Cyber Insurance

17

DEPARTMENTS From the President . . . . . . . . . . . . . . . . . . . . 5 From the CEO . . . . . . . . . . . . . . . . . . . . . . 5 PIA Member Benefits . . . . . . . . . . . . . . . . . . 16 PIA Member Benefit Spotlight . . . . . . . . . . . . . 17 PIA Affiliate Listings . . . . . . . . . . . . . . . 18

PIA CONNECTION | NATIONAL ASSOCIATION OF PROFESSIONAL INSURANCE AGENTS PRESIDENT Rich A. Savino, CIC, CPIA (NY) richs@broadfieldinsurance.com

PUBLISHER/EDITOR-IN-CHIEF Ted Besesparis | tbesesparis@pianational.org

PRESIDENT-ELECT Ariel Rivera, MBA, CIC, CPIA (PR) ariel@deerinsurance.com

MANAGING EDITOR Sade Hale | shale@pianational.org

VICE PRESIDENT/TREASURER Mark A. Suhr, CIC, CPIA (NE) msuhr@suhrlichty.com SECRETARY/ASSISTANT TREASURER David “Red” Gorman, CPIA (TX) david@redgormaninsurance.com

Business Insurance IMMEDIATE PAST PRESIDENT Gerald F. Hemphill, CIC, LUTCF (VA/DC) Employee Benefits ghemphill@gfhinsurance.com EXECUTIVE VICE PRESIDENT/CEO Auto Mike Becker (PIA National) mbecker@pianational.org

Home

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ADVERTISING DIRECTOR Robert Holt, CLU, ChFC, CASL | rholt@pianational.org GOVERNMENT AFFAIRS EDITOR Jon Gentile | jgentile@pianational.org REGULATORY AFFAIRS EDITOR Lauren Pachman, Esq. | lpachman@pianational.org MARKETING EDITOR Madeleine Stern | mstern@pianational.org CONTRIBUTING EDITORS Patricia A. Borowski, CPIW Shawn Moynihan

October/November 2023 PIA Connection is published six times yearly by the National Association of Professional Insurance Agents.

419 North Lee Street Alexandria, Virginia 22314 ©2023 All rights reserved.

The information in this publication is general in nature and is not intended to serve as legal, accounting, financial, insurance, investment advisory or other professional advice as to any reader’s particular situation. Users are encouraged to consult with competent legal, financial, insurance, investment advisory and or other professional advisors concerning specific matters before making any decisions and we disclaim any responsibility for any decisions or actions by readers.

All PIA members receive PIA Connection at the member subscription rate of $12.00 per year.

Non-member subscriptions available at $24.00 per year ppd. For additional information on any of the subjects addressed in this publication, please access the PIA National website at www.pianational.org.

2023 V6 | 3

The Trouble with Training: Agency Change Management Strategies That Work

By Brent Sheppard

WHEN IT COMES TO

technology, there are so many options and so little time. Agency management systems, customer relationship management systems, comparative raters, and automated email platforms-technology is front and center as new solutions enter the market every day to help agents better serve their customers. Clearly solutions can help make an agency more efficient and effective.

Getting agency team members to learn and use new solutions can be a big challenge. For many, the key issue is time. Most teams are stretched thin.

And it’s human nature to resist change.

Many teams have been using the same processes for years and need to be convinced that the extra time needed to learn a new solution and workflow will be beneficial.

To overcome the challenges, agencies need to build the right foundation. First, consider the culture.

Are you giving your staff adequate time to learn a new solution or expecting results after a single training session? Principals need to set aside at least 20 minutes a week for the entire team to learn technology. They can focus on a new solution the agency implemented or check out updates to a system that’s already in place.

Agency owners also need to be committed to adjusting processes to incorporate new solutions. Sometimes agents/CSRs will learn new processes or techniques from a training session.

They share the new workflow with agency leadership only to have the leader hesitate to change the approach.

Finally, make sure you are hiring the right talent. Look for team members who are curious and comfortable with technology. Keep

4 | 2023 V6

your agency tech stack in mind and ensure that prospects will be comfortable with the solutions you use.

With your foundation in place, here are five techniques that can make training more effective: 1. Make it fun and competitive.

The less of a burden, the more impact training can have. Find ways to incentivize your employees for taking the time to learn.

Consider creating a point system.

Every time someone completes a portion of the training, give them points or a badge. Celebrate the milestones with a prize or group lunch. Publish the scores and make it competitive. Adding a game component to training can change the conversation from something the team has to do to something they want to do.

2. Show don’t tell: Change is much more effective when people can see the tool in action. Work with vendors that will tailor training to your team. For example, an employee can demonstrate their current workflow, and the vendor can show how its tools can enhance that process and do that same workflow more quickly and accurately. When you can show concrete evidence of the improved processes, employees will be much more open to changing their approach.

3. Remember, one size doesn’t fit all: In-person, webinars, self-guided demos: there are many ways for agents to learn a platform. Let your team use the methods they are most comfortable with. Some might do better sitting with a customer

success rep while others prefer to do training exercises on their own.

4. Real-time answers matter: Training will only take employees so far. Once they start using a tool in day-to-day workflows they will have questions and will want to be able to get answers quickly.

Technology partners should be able to address questions quickly (ideally in real-time via phone or chat). Without fast answers, agents may revert to the old, familiar processes.

5. Embrace the naysayers: While it is important that agencies have technology champions to advocate for the use of a certain solution, the naysayers should also be part of the technology team. If you can get the most negative person to buy into the effectiveness of a solution and understand its value, then it will be easier to get the other team members onboard.

Training is a vital component to changing your agency to incorporate new solutions to improve customer experience. By creating a culture that values learning new skills, rewarding learning, and working with responsive partners, agencies can make their technology implementations successful.

Brent Sheppard is president of Xanatek, an agency management system. He specializes in helping agents become more profitable by leveraging technology.

As the leader of Xanatek and a former agent, he created an affordable agency management system that helps small- and medium-sized insurance agencies grow their businesses through increased client service and productivity.

pianational.org | PIA CONNECTION

FROM THE PRESIDENT IT IS AN HONOR TO SPEND THE NEXT YEAR

serving my industry and my colleagues as President of PIA, and do my part to lead our association in fulfilling our four pillars: “Inform” “Educate” “Advocate” and “Protect.”

PIA always strives to provide you the with the information you need to take on your daily challenges, the education to expand your abilities, the advocacy to give you a voice on legislative and regulatory matters, and with protection – the tools and resources to increase your profitability. PIA has your back.

It is important that we always strengthen our relationships with our industry allies. PIA will continue our commitment to working with our carrier partners through our Partnership. We are also cultivating new engagements through our Technology Council.

In the legislative and regulatory areans, we lobby to protect what is best for agents and our clients. We work tirelessly to ensure that the Independent Agency system stays relevant

and continues to be the number one source of insurance policy procurement.

Over the next year, I plan to visit with many PIA Affiliates.

In fact, I have already had the pleasure of meeting with several affiliates and have been impressed with our members’ commitment and enthusiasm.

PIA is your advocate, your business partner, and your friend when you need one.

We belong to the best insurance agents’ association, bar none. I’m honored by the opportunity to serve as we all work together to enable the greater success of our members.

Rich Savino President

FROM THE CEO EACH FALL, PIA CONDUCTS A SERIES OF

meetings in conjunction with an annual meeting of the PIA National Board of Directors. Taken together, all these meetings serve to affirm PIA’s commitment to fostering dialogue designed to keep PIA’s members and stakeholders fully informed, engaged and involved in the success of the independent agent.

This September, PIA leaders gathered in Naples, Florida for several days of productive sessions. Our carrier council, The PIA Partnership, planned its next project, Thinking Bigger, a series of “Ted Talk” style videos with agents who are leading the charge with technology, data, social media, culture, and more. The Partnership also held a joint meeting engaging in dialogue with members of the newly formed PIA Technology Council, a group focused on bridging the gap between agents and technology.

It was pleasing to note that Utica National Insurance Group received the prestigious 2023 PIA Company Award of Excellence. Various task forces and working groups met,

PIA CONNECTION | pianational.org

including the Young Agents Committee. New officers were installed for the 2023-2024 year, including President Richard A. Savino, and David “Red” Gorman of Texas was elected to the Executive Committee as Secretary/Assistant Treasurer.

The enthusiasm and engagement experienced throughout these meetings was contagious and served as a great reminder of the strength and optimism in the future of the independent agent channel. PIA’s four pillars - Inform, Educate, Advocate and Protect - continue to form the basis of our organization as one that always places its first priority on the business success of our member agents.

Mike Becker CEO

2023 V6 | 5

!

News Brief

UTICA MUTUAL RECEIVES THE 2023 PIA COMPANY AWARD OF EXCELLENCE PIA has named Utica Mutual Insurance Company, the lead company of the Utica National Insurance Group, as the recipient of its prestigious 2023 Company Award of Excellence.

The presentation was made on September 20, 2023, during the annual fall meeting of the PIA National Board of Directors held in Naples, Florida.

Utica National Insurance Group is a nationally recognized group of insurance companies, providing personal and commercial insurance products and services. Its errors and omissions program was established in 1966 and is the second-largest errors and omissions business in the United States. Utica Mutual Insurance Company was founded in 1914.

“It is especially fitting that PIA honors Utica with this, our association’s highest annual carrier honor,” said PIA National President Gerald F. Hemphill, who announced the

Gerald F. Hemphill

award. “Utica Mutual writes E&O for independent insurance agencies through many PIA affiliates,” said PIA Northeast President & CEO Jeff Parmenter. “We believe their longevity and consistency in this space as well as their value proposition align very well with PIA. This gives us the confidence that we have a true partner that we can rely on.”

“We appreciate our relationship with the PIA and are grateful for this tremendous honor, which we accept on behalf of all of our team members who help to keep our company running and successful,” said Richard Creedon, Chairman of the Board and CEO of the Utica National companies.

GOVERNMENT SHUTDOWN COULD AFFECT NFIP CLAIMS A potential government shutdown might severely limit the borrowing capacity of the National Flood Insurance Program (NFIP), affecting its ability to pay claims. A recent Congressional Research Service (CRS) white paper presented a short overview of what would happen if the National Flood

for NFIP to borrow funds from the Treasury will be reduced from $30.425 billion to $1 billion in the event of a lapse. If there were to be a lapse in authorization, with borrowing authority reduced to $1 billion, FEMA would continue to adjust and pay claims as premium dollars come into the National Flood Insurance Fund (NFIF) and reserve fund.

CALIFORNIANS NEED FLOOD INSURANCE, TOO California homeowners found that they were vulnerable to flood losses after Tropical Storm Hilary

“Nowhere is safe from flooding in California today,” said Firas Saleh, director of product management at Moody’s RMS. “Rainfall can happen anywhere.”

dropped almost one year’s

FEMA data showed that

worth of rain on Palm

only 167 of almost 24,000

Springs on Aug. 20 in what

households in Palm Springs

is usually a dry month.

had federal flood insurance

However, less than 2%

at the end of July. California

of California households

Department of Insurance

carry flood insurance,

Deputy Commissioner

and flood losses are not

Michael Soller said the

Insurance Program (NFIP)

The NFIP is the primary

covered under standard

state “has been working

were not to be reauthorized

source of flood insurance

homeowners insurance

to increase consumers’

and allowed to lapse.

coverage for residential

policies.

awareness of flood

The CRS said authority

6 | 2023 V6

properties in the United

insurance protection gaps.”

States.

pianational.org | PIA CONNECTION

!

News Brief

MORE AMERICANS ARE GOING WITHOUT HOMEOWNERS INSURANCE

U.S. AUTO INSURER CLAIM PAYOUTS SOAR

The Wall Street Journal

liability claim payouts

recently reported that

were $96 billion to $105

some 12% of homeowners

billion higher from 2013 to

are choosing not to carry

2022 due to surging social

insurance. That could be a

and economic inflation,

bit of an issue if they need

according to a new study by

to rebuild after their home

Triple-I.

is damaged or destroyed.

U.S. personal and commercial auto insurance

For both personal and

If you have a mortgage,

commercial auto insurance,

you’re required to have

claims severity has

homeowners insurance,

increased since 2019, even

but that’s not the case if

though claims frequency

your house is paid off.

declined, according to the

Most people still do, noted

report.

Loretta Worters at the Insurance Information Institute (Triple-I). But the number of those who don’t is rising. “You have about 88% of people that do carry it, as opposed to a few years ago where it was about 92% to 95% of people that had homeowners insurance,” she said.

“The business of personal auto liability insurance is also many times larger than commercial auto. Yet personal auto policyholders typically have $100,000 or less in liability coverage while a typical commercial policyholder has a coverage

Members of The PIA Partnership meet with members of the PIA Technology Council.

PIA LEADERSHIP MEETINGS HELD IN NAPLES, FL PIA held a series of governance meetings in Naples, Florida, September 18-20. The meetings included the 92nd Annual Meeting of the Board of Directors and 92nd Annual Meeting of the Members. Also meeting were the Society of State Executives, The PIA Partnership and the PIA Technology Council. The Partnership and the Technology Council also held a joint meeting.

PIA Officers for 2023-2024 were installed during the Board of Directors meeting and recipients of the fall PIA National Awards were announced. Various committees and task forces also held meetings. On September 18, PIA of Florida held its Annual Meeting and Trade Show.

limit of $1 million, the study explained.

Frank and Ernest is used with the permission of the Thaves and the Cartoonist Group. All rights reserved.

PIA CONNECTION | pianational.org

2023 V6 | 7

THE PIA PARTNERSHIP COMPANY PROFILE THE PIA PARTNERSHIP IS A GROUP OF CARRIERS FOCUSED

on creating tools and programs for independent agents. The carrier council, as it’s also known, has been part of the PIA for 25 years. Partnership members are dedicated to strengthening and growing the independent agency system by talking about important issues, collaborating with PIA leadership and members on the solutions, and providing practical tools, material, and events.

Over the next several issues, we’ll be profiling PIA Partnership members.

www.thepiapartnership.com

ADAM J. KRULL, CPCU, CIC, AAI, AIC, API Business Initiatives Consultant, Sales & Marketing Division Erie Insurance has been a member of the Partnership since 2009.

What value does the Partnership bring?

Independent agents and carriers face a variety of challenges—not to mention a changing environment and new competition from Insurtech and non-traditional business models. It’s important for us all to discuss common challenges, and ways to overcome obstacles. From staffing, to remote work, to cybersecurity, there’s no shortage of hot-button issues that continue to present new challenges. The tools and resources provided by the PIA help us to be better prepared and equipped to meet those challenges.

Why is it important for ERIE to support independent agents?

As our sole distribution channel, ERIE agents are positioned to serve as trusted advisors to current and prospective customers, providing personal service that’s tailored to their needs. In a time where many other carriers are altering their business models, and in some cases directly competing with their own agents, we’re committed to partnering with our independent agents to help them achieve their goals. In our nearly 100-year history, the only way we’ve ever sold policies is directly through our local, independent agents. We’ve made a promise to keep the “human touch” a focal point in our business—it’s at the heart of everything we stand for.

What are some of your favorite programs produced by the PIA Partnership?

While there’s value in all of the PIA programs, two key areas that we really appreciate are Winning@Talent and Agency Journey Mapping. It’s no secret that people are what drives our agencies, as well as our company. Insurance agencies across the industry are challenged by an aging workforce. As part of that, it’s vital to be proactive in seeking out diverse talent to carry the torch forward when some of the more tenured insurance professionals retire. We have a deep appreciation for the focus, as well as the tools and resources, that the PIA Partnership provides in these areas.

THE PIA PARTNERSHIP COMPANY PROFILE THE PIA PARTNERSHIP IS A GROUP OF CARRIERS FOCUSED

on creating tools and programs for independent agents. The carrier council, as it’s also known, has been part of the PIA for 25 years. Partnership members are dedicated to strengthening and growing the independent agency system by talking about important issues, collaborating with PIA leadership and members on the solutions, and providing practical tools, material, and events.

Over the next several issues, we’ll be profiling PIA Partnership members.

www.thepiapartnership.com

ROBERT REDDEN

Vice President, Distribution Strategies, Selective Insurance Why is Selective Insurance involved with the Partnership?

Selective has distributed insurance products one way for nearly 100 years: through the independent agent channel. Independent agents are our shared customers’ trusted advisors, helping them manage their risks and protect their assets.

We support our agency partners with a variety of programming designed to educate and arm them with the tools to succeed, including sales and technical coverage training, recruiting, and with HR-related services. Our participation in the PIA Partnership extends our operational support to our agency partners.

That, coupled with PIA’s educational programming ensures our shared customers receive a superior experience with unique insurance programs.

Additionally, the agency and carrier members of the Partnership bring different perspectives to the issues on our radar. These unique points of view help the Partnership create meaningful, practical, and relevant agent programming.

What are your favorite programs produced by the Partnership?

That’s a tricky question, given all of the valuable programs from PIA! If I have to choose, my favorites are Winning@ Cyber Defense and Winning@Talent.

Cyber insurance and risks are often misunderstood, and many customers don’t feel they have exposure. For example, 64% of small businesses aren’t sure what cyber insurance is, and only 17% have some form of cyber insurance coverage, according to an AdvisorSmith study. The Winning@Cyber Defense toolkit helps agents demystify cyber coverage for the customer, helping to pave the way to adoption.

We consistently hear that talent is the top-of-mind topic for the agents Selective works with. Employees are one of the leading sustainable competitive advantages for independent agents, and they must attract the next generation of employees to work in their agencies as others retire. Agents and carriers must creatively build talent pipelines, including looking for new sources for prospects. Once an agency hires new talent, they need solid plans to develop these individuals and keep them engaged while accounting for the complexities the hybrid work environment has created for agency leaders. Winning@Talent helps address the industry’s talent crunch and provides agency leaders with a solid blueprint for hiring, training, and retaining employees.

How do you get ideas about what issues are important for the Partnership to focus on?

Relationships are the cornerstone for how Selective conducts business. With a regional carrier approach and a broad geographic footprint, our field-based model means our people live in the communities where they work. We actively engage with our agents — locally and at the executive level. We ask questions and listen to their answers. Most importantly, we act on our agent and customer feedback, helping us collectively improve. Winning@Cyber Defense is an excellent example of acting on agent feedback, and now we have an excellent, widely used PIA program.

Regulatory Brief

Lauren G. Pachman, ESQ Counsel & Director of Regulatory Affairs

GAO Report on Risk Rating 2.0 Validates PIA Agent Concerns THE GOVERNMENT ACCOUNTABILITY OFFICE

GAO: FEMA to Blame for Botched RR2 Rollout

The report concludes that FEMA failed to give policyholders comprehensive information about RR2 and its effects on mitigation efforts and individual premiums. FEMA provided policyholders with general policy information, but that information “included only one minor reference to Risk Rating 2.0 as being a new ratemaking methodology.”

After describing the material FEMA circulated to policyholders, the GAO report concludes: “[N]one of this information explained … the new methodology or its implications for … their individual premiums or referred policyholders to FEMA’s … website where rate methodology documents and other resources could be found. Further, FEMA did not notify policyholders about the new ratemaking The GAO report concludes that FEMA PIA methodology before implementing it.” (emphasis inadequately communicated details about RR2 to strenuously added) policyholders, agents, and carriers. This conclusion, urged FEMA FEMA officials told the GAO that FEMA along with its supporting evidence, validated many relied on Write-Your-Own (WYO) insurers to improve concerns that independent flood insurance agents and agents to communicate with policyholders expressed to PIA and to FEMA over the last several its rollout of and educate them about RR2. “However,” the years.

RR2 to ensure report goes on, “FEMA did not establish any a smooth requirements to ensure that insurers and agents Here are some key takeaways from transition for communicated this information to policyholders the report: policyholders on FEMA’s behalf ” (emphasis added).

Keeping the NFIP affordable while achieving and prospects.

“Officials from two associations representing and maintaining its solvency has challenged insurance agents told us policyholders have lawmakers for decades. In 2014, Congress passed expressed concern over premium increases and generally do the Homeowner Flood Insurance Affordability Act (HFIAA), not understand [RR2], including how it produces premiums which, among other provisions, required FEMA to develop an and what factors affect those premiums. Policyholders also affordability framework. FEMA has since provided Congress had questions about potential savings associated with available with a proposed affordability framework, but Congress mitigation options … [O]fficials from insurance agent has not passed a bill authorizing FEMA to proceed with its associations said policyholders asked agents how mitigating framework—or any other affordability mechanism. their flood risk could reduce their premium.” (emphasis added) “Risk Rating 2.0 is aligning premiums with risk, but The report recommends that FEMA take several affordability concerns accompany the premium increases,” administrative actions; those most significant to agents are its according to the GAO report. Echoing the requests of many request that FEMA “take steps to directly inform individual individual members of Congress, the report recommends policyholders about Risk Rating 2.0 and make them aware of that Congress create an affordability program. Indeed, available information” (emphasis added) and its instruction Congressional passage of such a program was a likely next step that FEMA “make available to policyholders, agents, or both in the minds of members of the 113th Congress when it first more detailed property-specific flood risk information to passed the HFIAA. help them better understand the justification for individual (GAO) recently published a report on the National Flood Insurance Program (NFIP) entitled FLOOD INSURANCE: FEMA’s New Rate-Setting Methodology Improves Actuarial Soundness but Highlights Need for Broader Program Reform.

Among other issues, the report addresses: · the actuarial soundness of the NFIP’s new Risk Rating 2.0 (RR2) methodology, · how premiums are changing for policyholders, · efforts to make flood insurance affordable to policyholders, and · the Federal Emergency Management Agency’s (FEMA) efforts to promote policyholder understanding of RR2.

10 | 2023 V6

pianational.org | PIA CONNECTION

premiums” and any potential savings associated with mitigation activities (emphasis added).

PIA supported FEMA’s decision to adopt its new rating methodology. However, when its implementation began, PIA strenuously urged FEMA to improve its rollout of RR2 to ensure a smooth transition for policyholders and prospects. When it became clear that FEMA was proceeding with its planned Sept. 2021 rollout of RR2, regardless of the number or magnitude of obstacles it faced, PIA asked FEMA to delay its implementation, a request that was echoed by both House and Senate policymakers. FEMA refused, and the result was a messy, confusing rollout, accompanied by FEMA’s continued refusal, which persists even today, to provide agents and consumers with appropriate rate transparency.

Specifically, the GAO estimates that it will take “until 2037 for 95% of current policies to reach The GAO’s full-risk premiums,” which would leave the program conclusion with a $27 billion premium shortfall. The report that the NFIP concludes that the “glide path” capping residential may achieve premium increases at 18 percent year over year actuarial means it will take the NFIP until 2049—more than soundness 25 years—for nearly all NFIP-covered properties to in about a reach full risk rates. quarter of For its part, FEMA has declined to publicly a century is project when the NFIP could become actuarially disheartening sound. The GAO’s conclusion that the NFIP may but achieve actuarial soundness in about a quarter of a century is disheartening but unsurprising. unsurprising.

Over the past several years, short-term reauthorizations of the NFIP have been used repeatedly to avoid lapses, with the latest short-term extension running through November 17 -- but they are not optimal, and unexpected leadership fights in the House have exacerbated Full Risk Rates: (Possibly) Coming 2049 the uncertainty surrounding the program’s availability.

Although FEMA has insisted that RR2 is “risk-based,” PIA will continue to pressure Congress to pass a longmeaning that premiums increase as the risk of flood increases, term reauthorization of the program and demand that FEMA the GAO report makes clear that the NFIP is not risk-based provide agents and policyholders with greater transparency now and will not achieve actuarial soundness soon. In fact, and accountability. because some policyholder fees are assessed without regard to specific property risk, NFIP premiums may never be fully Lauren G. Pachman, Esq. is Counsel & Director of Regulatory Affairs for PIA. risk-based.

Protect your clients with PIA’s

cyber insurance PROGRAM

Now PIA members can sell the same great PIA cyber insurance coverage that many have already purchased for their own agency.

• Easy online quoting • Special PIA enhancements and social engineering coverage • Reduced rates

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L E A R N M O R E AT

pianational.org/sellcyber 2023 V6 | 11

Developing Insurance Rising Stars: Five Ways to Motivate Gen Z Employees THE INSURANCE INDUSTRY

has a young talent problem. It’s a well-known issue, discussed by insurers, agents and vendors. We aren’t attracting and retaining the next generation at a sustainable rate. Half of the current insurance workforce is set to retire in the next 15 years, according to the U.S. Bureau of Labor Statistics.

Convincing talent to pursue a career in insurance is only the first step. If the new hire leaves after only a few months, considerable amounts of resources are wasted. According

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to a report from LinkedIn, Gen Zs are more likely to switch jobs as they search for better pay, work-life balance and ability to have a meaningful impact.

Agency owners need to be ready to meet the needs of Gen Z new hires.

Some management practices that worked for older staff members might hit the wrong notes with new hires entering the industry. This generation wants to work to live, rather than live to work. But while they are at work, they give maximum effort and want

By Mike Becker to excel at what they do. They value guidance from colleagues with more experience. They don’t want to just be another cog in the wheel, but rather want to feel valued. Gen Z wants to be able to contribute, share their ideas and be heard.

Here are five management techniques that can resonate with Gen Z and help turn them into thriving employees: 1. Build a culture and clearly define it. Workplace culture is important

pianational.org | PIA CONNECTION

to Gen Z. They don’t want to work in a sterile environment where people are siloed at their desks.

They value a job where the owner has put considerable thought into what kind of work environment they want to foster and have taken concrete actions to achieve that environment.

The good news is that you probably have a work culture even if you haven’t specifically defined it. Perhaps you do team building events where employees share their goals for the year or you volunteer together in the community.

Maybe your agency values education and offers ample opportunities for team members to learn from each other as well as attend events where they can acquire new skills.

Think about what makes your agency unique and why employees like working there. Ask current staff what they think the work culture is as well as anything they would like to change or improve. Once you define your culture, make sure you have several concrete actions for how you achieve it.

2. There’s no such thing as over communication. For many Gen Z employees, this will be their first job in an office setting. Things that seem obvious or common sense to you might not be as apparent to them.

For example, a young employee’s perception of needing something ASAP might be different than yours.

You might need something completed immediately to meet a hard deadline, but the new employee might interpret it as needing something completed after they finished several other things on their to-do list. Being explicitly clear on what is required can avoid any miscommunication.

If you are worried that overcommunication might make them think you are a helicopter boss, talk with them. What do they understand

PIA CONNECTION | pianational.org

and what are they unsure of? Give them permission to stop you if you start explaining something in detail that they already know.

3. Be ready to teach the basics.

Gen Z’s experiences growing up are vastly different from older employees. They never knew a world without internet, cellphones and social media. They conduct most of their communications online. But insurance is still rooted in traditional relationships with phone conversations and in-person meetings. Gen Z employees might not be as comfortable with these types of interactions. Make phone training part of the onboarding process. Practice phone etiquette.

Talk with them about different scenarios when talking on the phone could be more beneficial than sending an email — such as getting a quick answer from a carrier about a claim.

4. Lean into mentorship. Gen Z employees value guidance.

They understand when they enter a new job that they won’t know everything, and they want to learn from those who have more experience. Find ways to connect new employees with industry veterans. You can set up a mentorship program within your agency where employees can volunteer to take a new team member under their wing. Even just sitting a Gen Z team member next to someone who has been at the agency for years makes it easier for them to gain knowledge.

Encourage employees to join organizations that host continuing education events and networking opportunities where they can learn from others in the industry outside of the agency. Also allow new employees to come to you and ask for advice. You could do something formal, such as

quarterly check-ins where you have one-on-one discussions with them or something less formal, such as stopping by their desk one day for a quick chat over coffee.

5. Be flexible. Work-life balance is essential for young employees.

They want to be able to participate in family activities and enjoy life outside of the office. Don’t be rigid in your work policies. If an employee is a good performer and getting their work done, and they occasionally want to take a half day to play golf or see a child’s sporting event, for example, allow them to.

Explore if there are ways to meet employees in the middle when it comes to their work preferences. Gen Z likes the flexibility that remote work offers — but in insurance it is vital to have people in the office together so they can grow and learn. Consider allowing a hybrid approach where employees come in three days and work remotely for two. This can keep employees happy and also enable them to realize that you did hear their concerns and are willing to adjust when it is appropriate.

Agencies need to focus not only on attracting young talent but also keeping it. The management practices that worked with veteran employees might not resonate with Gen Z talent.

By listening to young employees and understanding what they value in work, agency owners can create work environments that young talent wants to be a part of.

Mike Becker is CEO of PIA. As a forwardthinking leader who embraces smart use of technology to drive business growth and operations, he has more than 15 years of insurance industry experience and has been leading the PIA, one of the largest national trade organizations serving independent agents, since 2013. This article appeared in The Standard and is reprinted by permission.

2023 V6 | 13

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pianational.org | PIA CONNECTION

Richard Savino Sworn In as PIA President 2023-2024 National PIA Officers Installed

RICHARD A. “RICH” SAVINO, CIC, CPIA, was

installed as President of the National Association of Professional Insurance Agents during the organization’s September 20, 2023 board of directors meeting held in Naples, Florida.

Savino is a Principal/Managing Partner of Broadfield Insurance, headquartered in Warwick, New York, with affiliated offices around the nation. Founded in 1864, Broadfield Insurance is a part of PCF Insurance Services, a top 20 U.S. insurance brokerage firm, which acquired the agency in 2019. Savino’s personal book of business is niched in the construction industry and related trades.

Rich Savino has been active in the insurance industry for more than four decades. He was President of the Professional Insurance Agents New York (PIANY) from 2010—2011, currently serves on its board of directors, and has represented PIANY on the national board of PIA. Savino’s stint as President of the national PIA follows that of his brother and business partner at Broadfield Insurance, Keith Savino. A top industry leader and advocate on insurance technology issues for independent agents for decades, Keith was President of PIA National from 2017—2018.

Leadership Tradition

“To my knowledge, this is the first time in PIA history that two brothers will have served in this capacity as president,”

said Savino. “Some have referred to us jokingly as the Savino Dynasty; however this not only proves our dedication but our willingness to give back to an industry that has given so much to us.

“PIA will continue our commitment to working with our carrier partners, and has started new engagements with insurtech firms,” Savino said. “We lobby to protect what is best for not only our clients but agents as a whole. We work tirelessly to ensure that the Independent Agency system stays relevant and continues to be the number one source of insurance policy procurement.

“Three words that really matter to me are support, dedication, and vision,” said Savino. “While I can control vision and dedication, one thing I can’t control is support. I’m very blessed – I don’t have just one family, I have three families.

I have my immediate family, I have my PCF Insurance family and I have my PIA family.”

NEW 2023-2024 PIA OFFICERS INSTALLED Officers who comprise the executive committee of the PIA National were installed during the group’s annual Board of Directors meeting held September 20, 2022 in Naples, FL. Richard A. Savino, CIC, CPIA, was installed as president; Savino was sworn in together with his four fellow national officers: Ariel Rivera, MBA, CIC, CPIA, of San Juan, Puerto Rico, President-elect; Mark A. Suhr of Seward, Nebraska, CIC, Vice President/Treasurer; David “Red” Gorman, CPIA, of Dallas, Texas, Secretary/Assistant Treasurer; and Gerald F. Hemphill, CIC, LUTCF, of Richmond, Virginia, Immediate Past President. All the officers will serve one-year terms that begin on October 1, 2023 and run through September 30, 2024.

PIA CONNECTION | pianational.org

Photo: PIA National 2023-2024 Officers (L to R): David “Red” Gorman; Mark A. Suhr; Richard A. Savino; Ariel Rivera; Gerald F. Hemphill.

2023 V6 | 15

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EDUCATION ✦ TOP TIER EDUCATION. PIA members have access to and receive discounts on prelicensing courses, designation classes, and continuing education courses.

LEGISLATIVE & REGULATORY OUTREACH ✦ PIA ADVOCACY BLOG. Timely updates about what’s happening on Capitol Hill and on state and federal regulatory issues.

PIAAdvocacy.com. ✦ GRASSROOTS ALERTS. Send pre-written, fully-editable letters directly to your elected officials. pianational.org/grassroots ✦ PIA ADVOCACY DAY. Every spring, PIA members visit Capitol Hill to talk with their elected representatives about issues that are important to independent insurance agents. pianational.org/advocacyday ✦ PIA POLITICAL ACTION COMMITTEE (PIAPAC). PIAPAC contributes to the campaigns of candidates to federal office who share our pro-insurance, pro-business perspective and who support our issues. pianational.org/piapac

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2023 V6 | 17

PIA Affiliates ALABAMA

NEW HAMPSHIRE

ARKANSAS

NEW JERSEY

CA/NV/AZ/NM

NEW YORK

COLORADO

NORTH CAROLINA

CONNECTICUT

NORTH DAKOTA

PIA Southern Alliance, 3805 Crestwood Pkwy NW #140, Duluth, GA 30096 | PHONE: (770) 9217585 | FAX: (770) 921-7590 | e-mail: info@piasouth.com | Web Site: piasouth.com PIA of Arkansas Inc. 102 Country Club Parkway, Suite 201, Maumelle, AR 72113 PHONE: (501) 225-1645 | e-mail: staci@piaar.com | Web Site: www.piaar.com PIA Western Alliance, 3205 Northeast 78th St #104, Vancouver, WA 98665 | PHONE: (888) 2464466 | FAX: (360) 571-7600 | e-mail: piawest@piawest.com | Web Site: www.piawest.com PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org PIA of Connecticut, P.O. Box 997, Glenmont, NY 12077-0997 | PHONE: (800) 424-4244 FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org

DELAWARE

PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org

FLORIDA

PIA of Florida, Inc., 419 N. Lee Street, Alexandria, VA 22314-2353 | PHONE: (850) 893-8245 FAX: (703) 549-5190 | e-mail: piafl@piafl.org | Web Site: www.piafl.org

GEORGIA

PIA Southern Alliance, 3805 Crestwood Pkwy NW #140, Duluth, GA 30096 | PHONE: (770) 9217585 | FAX: (770) 921-7590 | e-mail: info@piasouth.com | Web Site: piasouth.com

HAWAII

PIA of Hawaii, 1247 Kelewina St. Kailua, HI 96734 | PHONE: (808) 261-9460 | FAX: (808) 2625355 | e-mail: piahi@hawaiiantel.net | Web Site: www.piahawaii.com

ILLINOIS

PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org

INDIANA

PIA of Indiana, 50 E. 91 Street Ste. 207 Indianapolis, IN 46240 | PHONE: (317) 899-9200 FAX: (317) 493-0408 | e-mail: info@piaindiana.com | Web Site: www.piaindiana.com

KANSAS

Kansas Association of Professional Insurance Agents, 5200 SW Huntoon Street, Ste B Topeka KS 66604 | PHONE: (785) 232-4143 | FAX: (785) 232-0272 e-mail: office@kansaspia.org | Web Site: www.kansaspia.org

KENTUCKY

PIA of Kentucky, 107 Consumer Lane, Frankfort, KY 40601 | PHONE: (502) 875-3888 FAX: (502) 227-0839 | e-mail: clemay@piaky.org | Web Site: www.piaky.org

LOUISIANA

PIA of New Hampshire, P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244 FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org PIA New Jersey, P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244 | FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org PIA New York, P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244 | FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org PIANC, 1059 Technology Park Dr, Glen Allen, VA 23059 | PHONE: (804) 264-2582 e-mail: sheryl@piavadc.com | Web Site: www.pianc.net PIA of North Dakota, 827 28th Street South, Suite C-2, Fargo, ND 58103 | PHONE: (701) 223-5025 (800) 733-1050 ND&MN only | FAX: (701) 223-9456 | e-mail: info@piand.com Web Site: www.piand.com

OHIO

PHONE: (703) 836-9340 | FAX: (703) 836-1279 | email: membership@pianational.org Web Site: www.pianational.org

OKLAHOMA

PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org

OREGON/IDAHO

PIA Western Alliance 3205 Northeast 78th Street, #104, Vancouver, WA 98665 | PHONE: (888) 246-4466 | FAX: (360) 571-7600 | e-mail: piawest@piawest.com | Web Site: www.piawest.com

PENNSYLVANIA

PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org

PUERTO RICO & CARIBBEAN

PIA of Puerto Rico and the Caribbean Inc | 419 N. Lee Street, Alexandria, VA 22314 PHONE: 800-742-6900 | FAX: 703-836-1279 | e-mail: membership@pianational.org Web Site: www.piapuertorico.org

RHODE ISLAND

PHONE: (703) 836-9340 | FAX: (703) 836-1279 e-mail: membership@pianational.org | Web Site: www.pianational.org

SOUTH CAROLINA

PIA of South Carolina, PO Box 6167, Columbia, SC 29260 | PHONE: (803) 772-0557 | (888) 7426372 | FAX: (803) 772-0846 | e-mail: PIASC@piasc.net | Web Site: www.piasc.net

SOUTH DAKOTA

PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org

PIA of Louisiana Inc. 4021 W. E. Heck Ct., Building K, Baton Rouge, LA 70816 | PHONE: (225) 7667770 | (800) 349-3434 LA only | FAX: (225) 766-1601 | e-mail: jody@piaoflouisiana.com Web Site: www.piaoflouisiana.com

TENNESSEE

MAINE

TEXAS

MARYLAND

UTAH

MASSACHUSETTS

VERMONT

MICHIGAN

VIRGINIA/DC

MINNESOTA

WASHINGTON/ALASKA

Maine Insurance Agents Association 17 Carriage Lane, Hallowell, ME 04347 | PHONE: (207) 6231875 | FAX: (207) 626-0275 | e-mail: lisa@maineagents.net | Web Site: www.maineagents.net Insurance Agents & Brokers of Maryland, 650 Wilson Lane, Suite 200, Mechanicsburg, PA 170554440 | PHONE: (717) 795-9100 | FAX: (717) 795-8347 | e-mail: iab@iabforme.com Web Site: www.iabforme.com PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org Web Site: www.pianational.org Michigan PIA, P.O. Box 99579 Troy, Michigan, 48099 | PHONE: (616) 454-4461 FAX: (616) 454-4491 | e-mail: inquiry@mipia.com | Web Site: www.mipia.com PIA of Minnesota, 8646 Eagle Creek Circle, Suite 202, Savage, MN 55378 | PHONE: (866) 6947070 | FAX: (866) 749-8678 | e-mail: info@piamn.com | Web Site: www.piamn.com

MISSISSIPPI

PIA Southern Alliance, 3805 Crestwood Pkwy. NW, Ste. 140, Duluth, GA 30096 | PHONE: (770) 921-7585 | FAX: (770) 921-7590 | e-mail: info@piasouth.com | Web Site: piasouth.com

MISSOURI

PIA of Tennessee Inc 504 Autumn Springs Court Suite A-3, Franklin, TN 37067 | PHONE: (615) 771-1177 | FAX: (615) 771-3456 | e-mail: piatn@piatn.com | Web Site: www.piatn.com PIA of Texas 5605 N. MacArthur Blvd. Suite 1000, Irving, TX 75038 | PHONE: (972) 862-3333 | FAX: (972) 307-7888 | e-mail: vicki@piatx.org | Web Site: www.piatx.org Utah Association of Independent Insurance Agents | 4885 S. 900 E., Suite 302, Salt Lake City, UT 84117 | PHONE: (801) 269-1200 | FAX: (801) 269-1265 | e-mail: mattchild@uaiia.org Web Site: www.uaiia.org PIA of Vermont | P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244 FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org PIA Assn of Virginia & DC 1059 Technology Park Dr, Glen Allen, VA 23059 | PHONE: (804) 2642582 | FAX: (804) 266-1075 | e-mail: sheryl@piavadc.com | Web Site: www.piavadc.com PIA Western Alliance 3205 Northeast 78th Street, #104, Vancouver, WA 98665 PHONE: (360) 571-7100 | FAX: (360) 571-7600 e-mail: piawest@piawest.com | Web Site: www.piawest.com

WEST VIRGINIA

PHONE: (703) 836-9340 | FAX: (703) 836-1279 e-mail: membership@pianational.org | Web Site: www.pianational.org

Missouri Association of Insurance Agents, 3315 Emerald Lane, Jefferson City, MO 65109-6878 PHONE: 573-893-4301 | FAX: 573-893-3708 | e-mail: mbarton@moagent.org Web Site: www.moagent.org

WISCONSIN

MONTANA

WYOMING

PIA Western Alliance, 3205 NE 78th St Ste 104, Vancouver, WA 98665-0697 | PHONE: (888) 2464466 | FAX: (360) 571-7600 | e-mail: piawest@piawest.com | Web Site: www.piawest.com

NEBRASKA/IOWA

PIA of Nebraska/Iowa, 11932 Arbor Street, Ste. 100, Omaha NE 68144 | PHONE: (402) 392-1611 FAX: (402) 392-2228 | e-mail: cathy@pianeia.com | Web Site: www.pianeia.com

PIA of Wisconsin, Inc., 725 Heartland Trl Ste 108, Madison, WI 53717-1976 | PHONE: (608) 274-8188 | (800) 261-7429 | FAX: (608) 274-8195 | e-mail: phanson@piaw.org | Web Site: www.piaw.org Assoc. of Wyoming Ins. Agents, PO Box 1321, Cheyenne, WY 82003 | PHONE: (307) 201-4801 FAX: (775) 796-3122 | e-mail: awia@vcn.com | Web Site: www.awia.com

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