PROFESSIONAL AGENT May/June 2021
Platinum Supporting Members
Prsrt Std U.S. Postage PAID Madison, WI Permit No. 168
Expect big things in workers’ compensation. Most classes approved, nationwide. It pays to get a quote from Applied.® For information call (877) 234-4450 or visit auw.com. Follow us at bigdoghq.com.
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Capitol Update.........................................................10 PIA
HR Snapshot Q&A..................................................14
2021 Supporting PIAW Members..........................16
Motivating the Un-Motivated: Don't Give Up Too Soon..................................................................18 What to Do With the PPP Loan Forgiveness........20
ON CATI EDU IGHT L HIGH
E&O/Do Your Agency Proposals Have These?....22 How to Write an Email They'll Read....................24 New PIAW Members...............................................26
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Education Section.............................................. 27-32 How to Sustain Flexible Thinking and Nimble Action.......................................................................34 It's Time For a New Network.................................36
We are a community of independent agents and other dedicated insurance professionals, working to promote and improve the independent agency channel. Our mission is to support the advancement and excellence of all independent agencies.
Educate. Advocate. Collaborate. Educate We are the premier association for insurance education in Wisconsin. Grow your knowledge and your bottom line, at our education sessions. Whether you want to pursue a CIC, CPIA, CISR or CRM designation, or just meet your bi-annual Wisconsin CE requirement, you have come to the right place. Advocate With lobbyists representing you in Madison and in Washington, D.C., PIA is looking out for your interests and promoting the independent agency channel within state and federal government. Our goal is a regulatory environment that allows your agency to grow and prosper.
Collaborate PIA is a place for you to collaborate with, and learn from, other agents and many other professionals in the industry. Starting an agency? We’ve been there. Growing an agency? We’ve been there. Considering a new agency management system? PIA members have been there. Whether at our PIAW Winter GetAway event in Minocqua, Annual Convention, YPC Scholarship Golf Outing or dozens of other events, you can collaborate with other professionals who have “been there.”
6401 Odana Rd. Madison, WI 53719 MAY/JUNE 21 3
President Julie Ulset, CPIA - President, PIA of Wisconsin
SUPPORT Do you ever stop to think about the support you receive every day? No, I’m not referring to the pandemic bailout checks that are hitting Americans’ bank accounts almost daily. I’m talking about the people you can lean on when life throws you a curve ball or you have a tough problem to solve. No matter who you are, no matter what your job is, if you don’t have the support of family, colleagues, friends and neighbors, your job can suffer. What does support mean to me? •
The ability to call other agents/business owners and often friends to ask opinions of or advice when I am stuck. Support from other agents and business owners has helped me so much, throughout the years. It has given me the ability to grow not only as a business owner and agent, but a person as well.
Coming home from a really bad day (could be anything from losing a long-time customer, to storm damage or even a fullmoon day) and having your family there to make you laugh and forget about the day.
Calling the PIA of Wisconsin, where they are ALWAYS happy to help, and speaking to the staff about anything from agency operations, to education, to E&O questions, to insurance regulations or even HR issues.
Being part of many different communities, like PIA, the local chamber of commerce, Rotary Club, golf league, sports teams and many more. Every community you’re a part of helps you to better connect with your customers and their wants and needs.
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Marketing representatives, claims adjustors and underwriters. Regardless of the question, these folks have always given me wonderful results whether it is with a company I write with, or not. We work in an industry filled with people who want to help you, and that’s pretty awesome.
We receive support from others in many different ways, every single day. The support we receive allows us to grow as people, grow our businesses and be better insurance agents for our customers. Surrounding ourselves with people who support us is crucial, but the first step is just realizing that no one can really “go it alone.” I know that without the people who support me, I would not have the amazing opportunities I have today. Are you looking for some support? Networking? To have some fun with people who share many of the same challenges you face? PIA provides many opportunities to get together with others from the industry to collaborate, learn and have fun. Join us at one of these great events. Chat with some of our Board members. You’ll see what I’m talking about. I hope to see you there! PIAW-PAC Clay Shoot Milford Hills Hunt Club, Johnson Creek
May 19, 2021
YPC Scholarship Golf Outing The Bog, Saukville
August 6, 2021
Engage 2021 Convention Hyatt Regency, Green Bay
Sept. 29-30, 2021
Winter Get-Away The Pointe, Minocqua
February 2-4, 2022
FREE LEGAL PIAW MEMBER HOTLINE
Solving Problems Makes Us Attorneys; Anticipating Them, Makes Us a Partner. Our attorneys have extensive experience in the unique legal needs of insurance agencies. We have represented hundreds of agencies, agents and brokers in all aspects of their business. Î Agency Ownership & Operations Î Mergers & Acquisitions Î Drafting & Review of Carrier, Producer, & Other Contracts Î Confidentiality, Non-Solicitation, & Non-Competition Agreements Î Perpetuation & Succession Planning Î Employee & Independent Contractor Issues Î Representation regarding OCI Licensing & Discipline Î E&O Reporting Obligations
Axley’s free insurance hotline is available to all PIAW members. Our attorneys will respond as quickly as possible. Calls do not constitute an attorney-client relationship. If your issues require more in-depth legal action or advice, you may be directed to seek private counsel.
MAY/JUNE 21 5
Madison Pete Hanson, CAE, CISR — Executive Director, PIA of Wisconsin
Evolve Your Sales & Service with Winning@Virtual PIA is working overtime to bring you new products, services and information that will help you grow your agency into the future. In my last column, I introduced our new Life & Health FOCUS webinar series that is free for PIA members in Wisconsin. Members who participated in those webinars in April learned how to set up self-funded health plans and came away with 9 CE credits, to boot. This time, I want to introduce a new member benefit that is designed to help your agency make the leap to digital technologies and digital marketing: Winning@Virtual. Technology can establish and strengthen your agency’s customer relationships – if you have the right people and processes in place. Winning@Virtual is a 3-part toolkit that will help you make the most of today’s digital solutions. You can use it to: assess your virtual readiness; decide which technologies are right for you; calculate ROI on the solutions you choose; select vendors; apply best practices for maximum results; and learn from other agencies. Part 1: Technology Stack - Here we've selected the top technologies that can have the most impact on your customers' experience with your agency and grouped them into basic and advanced. Our goal is to help you evaluate which technologies make sense for you and to help you choose vendors that are right for your agency. The basic technologies include voice over IP, email marketing, video conferencing, and live chat. The advanced technologies include social media and search
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advertising, virtual assistants, collaboration tools, chat bots, and net promoter scores and referrals. Part 2: Putting it into Practice - This section provides access to ideas and training to make the most of the technology tools you’ve invested in. We’ve created a number of resources for you to improve your skills. From virtual presentations to email marketing to collaborating online, leverage our videos and toolkits to begin mastering these digital tools. And for those who may want more support, there are options for additional training and services. Part 3: Learning from Agents - Here you’ll find best practices and stories of real agents who are using digital technology to build and grow customer relationships as well as enhance employee communications and engagement. We've conducted interviews with agents who are taking advantage of some of the technologies highlighted in Part 1: Technology Stack. Watch their videos and you'll learn about the benefits they are experiencing, the business results these agencies are realizing, and pitfalls to avoid. Get Started There’s a big shift taking place in insurance. Visit www. winningatvirtual.com and discover how you can not only get prepared, but win.
Are you evolving your sales & service for the digital age?
Winning @Virtual Technology can establish and strengthen your agency’s customer relationships – if you have the right people and processes in place. Our 3-part toolkit will help you make the most of today’s digital solutions. You can use it to: assess your virtual readiness; decide which technologies are right for you; calculate ROI on the solutions you choose; apply best practices for maximum results; and learn from other agencies. There’s a big shift taking place in insurance. Visit WinningAtVirtual.com and discover how you can not only get prepared, but win.
Brought to you by The PIA Partnership – PIA’s national carrier council. Partnership companies include:
MAY/JUNE 21 7
Boardroom Jon M. Strom - Director, PIA of Wisconsin
Cyberattack Liability We have all read articles, taken CE classes and watched webinars on cybersecurity, yet it still seems like our insureds lack awareness and preparation. Many agents I speak with offer a cyber insurance quote on all of their commercial, new, and renewals accounts. They do this to ensure that their customer is appropriately insured for any cyberattack and also to protect themselves for any potential E&O exposure for themselves and their agency. Cybersecurity starts with learning and managing potential dangers. Unfortunately, most small businesses do not identify threats until they experience them first-hand. Since small businesses often operate on very tight profit margins, the losses from an attack can be devastating. With small businesses lacking dedicated, in-house IT departments, minor attacks can quickly grow out of control. With small companies representing roughly 97% of total companies in the U.S., there is an alarming lack of preparation and priority given to protection. Small business operations make up an essential part of the supply chain to some of the world's largest companies, many of which are in critical infrastructure sectors, from financial and transportation organizations to power, water, and healthcare suppliers, and the list goes on. Fortunately, as an independent insurance agent serving your insureds' needs, there are many cyber liability products available. We must review and analyze the best options for our clients and offer each – whether a small or large business – coverage that will protect them at a relatively low cost compared to the expense they may incur if affected by a cyberattack. Common types of cyberattacks include computers being hacked, credit card information stolen, websites and entire networks being hacked, bank accounts being controlled, and company information being interfered with by a third party. Cybersecurity is complicated and can be very daunting. Many business owners are unsure where to start. When talking to your insureds, here are five tips for your clients on protecting their businesses
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from cyberattacks: •
Always install software updates as soon as they are released. Many updates used by software companies are to fix and patch security exposures. Insured clients could have easily avoided many ransomware, malware, or other attacks if the software were up to date.
Have rules for passwords and stick to this policy. Please make sure all staff members use strong passwords, change them periodically.
Train staff members on best practices. Educate employees regularly not to use social media, click on links they are not familiar with and do not download un-scanned or unverified attachments.
Back up your data, preferably in multiple locations, to the cloud as close to a daily basis as possible.
Create a culture that talks about cyber risks so that there is a continuity of awareness around your insured's workplace. Employees should know to call for assistance as soon as they suspect a potential cyber issue. The more you talk about your business risks, the more everyone will be aware of any exposures.
Cyber risks evolve quickly and it is impossible to know what form the next attack may take. Encourage your insureds to have a cybersecurity plan that includes cyber liability insurance to ensure your customers (and your office, for that matter) are doing everything they can to prevent cybercrime from disrupting business. As a suggestion to all, please strongly consider offering this vital tool to all your customers. Cyberattacks can be prevented, but the first step is cyber liability insurance. Many carriers help their insureds with risk assessment and guide them down the road to better cybersecurity. If you are the one who raises their awareness and gets them insured, you could be preventing a catastrophic event for one of your clients.
LAUNCH. GROW. SUSTAIN. Business Planning Guide addresses insurance agency start-up considerations from formation of the business entity to insurance licensing to budgeting and finance to branding
Growth Strategy Guide outlines agency automation, producer development and operational policies, procedures and workflows
Agency Continuity Guide includes templates for business continuity planning, disaster planning, and leadership training
MAY/JUNE 21 9
C APITOL UPDATE Things are in full swing at the Capitol, with new legislation being circulated and introduced almost every day. Despite some contention at the beginning of the legislative session, there has been room for bipartisanship between the Democratic Governor and Republican-Majority Legislature. At this point, there have been more than twenty bills been signed into law by the Governor, including two PIA priorities. Hopefully more will be on the way very soon! One such priority is Senate Bill 160/Assembly Bill 147, which imposes certain requirements related to insurance data cybersecurity and grants exemptions for small businesses. This legislation that has been reintroduced from last session, is based on the NAIC model law that has already been passed in fourteen states and more are sure to follow soon. The Wisconsin version: • • • •
Establishes the Office of the Commissioner of Insurance as the regulating entity for cybersecurity, maintaining state control Sets cybersecurity standards, reporting requirements and best practices Protects consumer confidence in our industry Exempts small businesses with fewer than 50 employees
This legislation has been referred to the Assembly Committee on Science, Technology and Broadband, and the Senate Committee on Insurance, Licensing and Forestry. On April 1st, the senate committee, chaired by former PIA President Senator Mary Felzkowski, held a hearing on the bill. Current PIA President Julie Ulset testified in front of the committee and conveyed the importance of data security for independent insurance agents, their clients, and the insurance industry as a whole. There are a few amendments that have been offered on the legislation that will expand the exemptions for small businesses, 10 MAY/JUNE 21
while also strengthening and clarifying reporting requirements. PIA will continue advocating for the bill to come to a vote by the committee and hopefully the full Senate in the near future. Furthermore, the state is currently set to receive federal dollars from the American Rescue Plan in the near future. PIA is lobbying for federal dollars to be directed to grants for small businesses that continue to struggle with the impacts of the COVID-19 pandemic. The state is currently in its biennial budget process. PIA is advocating that broadband infrastructure be made a priority with funding in the budget as well as with the disbursement of federal dollars, so that all areas of Wisconsin may be connected and conduct business at a high level. Ensuring that all of Wisconsin has strong broadband infrastructure will not only help small businesses and the insurance industry but will strengthen all of Wisconsin for the future. Finally, PIA is always monitoring the legislation being introduced in the Capitol and keeping an eye on anything that may impact the insurance industry. Some bills that may be of interest: Senate Bill 295 – This bill, authored by Senator LaTonya Johnson and Representative Jonathan Brostoff, would eliminate public official immunity as a defense for civil liability claims against law enforcement officers. Senate Bill 298 – This bill, authored by Senator Roger Roth and Representative Rachael Cabral-Guevara, would prohibit the Department of Agriculture, Trade and Consumer Protection from creating rules that would prevent dogs from being present on the premises of certain retail establishments. Senate Bill 301 – This bill, authored by Senate André Jacque and Representative Spiros, would line up current laws regarding the use of recreational vehicles while intoxicated to add consistency. [Continued on page 11]
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[Continued from page 10 - Capitol Update...] The bill stipulates penalties and would require a court to consider previous convictions across all types of recreational vehicles over the past five years. Continue to stay up to date by checking our Capitol Updates included in every Wisconsin Professional Agent and on our blog at piaw.org.
Natalie White - PIAW Communications Director
L-R, Representative Kevin Petersen (RWaupaca) and Senator Pat Testin (R-Stevens Point)
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Actions Mark V. Afable - Commissioner of the Office of Insurance
Madison, WI—OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/OrderInfo/OrdInfo.oci. OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this toll-free telephone number: 1-800-236-8517.
Allegations and Actions Against Agents FEBRUARY 2021
based on allegations of failing to timely pay an ordered forfeiture.
Fred Felder, 31149 Edendale Dr., Wesley Chapel, FL 33543, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture.
John Lord, 5730 St. Angela Dr., North Charleston, SC 29418, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture.
Larry D. Goebel, N5138 State Rd., Fond du Lac, WI 54937, was ordered to pay a forfeiture of $500.00 and was ordered to respond to an insurance complaint. These actions were taken based on allegations of failing to timely respond to inquiries from OCI.
Colleen O'Connell, 2132 Summit Ave, Altadena, CA 91001, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to disclose an administrative action taken by the State of California on a licensing application.
Jose L. Gomez, 966 Dartmouth Dr., Wheaton, IL 60189, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Johnaya Gouard, 5543 Mansfield Pl. NW, Albuquerque, NM 87114, had her insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Barry Gumski, 16 Coolidge Ave., Unit 86, Westford, MA 01886, was ordered to pay a forfeiture of $500.00 and was ordered to respond to a consumer complaint. These actions were taken based on allegations of failing to timely respond to inquiries from OCI. Calgene Hankins, 4964 Frankie Ln., Memphis, TN 38109, agreed to surrender her Wisconsin insurance license. This action was taken based on allegations of failing to timely disclose administrative actions taken by the states of South Dakota, Missouri, Louisiana, and Illinois and having licensing applications submitted without her knowledge or consent. Phillip E. Ipsan, 1040 Bayview Dr., Ste. 610, Fort Lauderdale, FL 33304, was ordered to pay a forfeiture of $500.00 and was ordered to respond to a consumer complaint. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI. Travis Johnson, 1316 Magnolia Pointe Blvd., Glen Allen, VA 23059, had his insurance license revoked. This action was taken 12 MAY/JUNE 21
Latifah L Parker, 4825 Burnt Oak Dr., Apt. 402, North Chesterfield, VA 23234, had her insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Chris Petros, 860 Kirkwood Way, Hudson, WI 54016, had his application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by the Wisconsin Supreme Court/Office of Lawyer Regulation, failing to disclose all administrative actions on a licensing application, and failing to timely respond to OCI and provide a complete application. Alfred C. Shellman, 260 Jimmy Ann Dr., Daytona Beach, FL 32114, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Marcina Stewart, 8225 N FM 620 Rd., Apt. 1221, Austin, TX 78726, had her insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture.
MARCH 2021 Betty F. Augustin, 6121 Hialeah St., Orlando, FL 32808, had her insurance license inactivated and her application for an insurance license denied. These actions were taken based on allegations of having criminal convictions that may be substantially related
[Continued on page 13]
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Acuity, long recognized as a leader in agency interface technology, is committed to supporting SEMCI in commercial lines. SEMCI drives efficiency in the quote and application process and allows you to choose how you want to do business with Acuity. Acuity currently partners with several of the leading commercial lines insurtechs. We are building, exploring partnerships, or expanding with numerous other independent agency technology solutions. And Acuity is on the forefront of integration technology, continually building the connections necessary to be ready to connect to new insurtechs as they emerge.
[Continued from page 12 - OCI Administrative Actions...] to insurance marketing type conduct and failing to disclose criminal convictions on a licensing application.
conviction and an administrative action taken by WIAA on a licensing application, and failing to apply for and obtain a federal crime waiver.
Jeffrey J. Bergum, 1814 Brynnwood Trce., New London, WI 54961, agreed to pay a forfeiture of $1,000.00 and agreed to certain disclosure and reporting requirements. These actions were taken based on allegations of charging application fees to consumers without providing written disclosures.
Nicole R. Etter, 4119 N Woodburn St., Shorewood, WI 53211, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
Shana Chism, 26 Cottonwood Ln., Ward, AR 72176, had her insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Christopher Chung, 1078 S Starr Rd., Apache Junction, AZ 85119, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Cole P. Cyr, 323 State St., Apt. 405, La Crosse, WI 54601, had his insurance license revoked. This action was taken based on allegations of failing to comply with the terms of a Stipulation and Order regarding a forfeiture assessment. Tyler M. Dillenburg, W9040 Cty. Rd. M, Shawano, WI 54166, had his application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct; failing to disclose a criminal
Thomas A Griesman, 416 E Washington St., Burlington, WI 53105, had his insurance license summarily suspended and was ordered to cease and desist all insurance intermediary activities. These actions were taken based on allegations of having pending criminal charges that may be substantially related to insurance marketing type conduct and failing to timely report criminal charges. Joseph A. Hill, 4848 E Roosevelt St., Apt. 3045, Phoenix, AZ 85008, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Kyle S. Jobin, 48646 Gratiot Ave., Ste. 101, Chesterfield, MI 48051, had his application for an insurance license denied. This action was taken based on allegations of being named in a lawsuit or arbitration containing allegations of misrepresentation, fraud, or unsuitability. Dianne-Lynn McLester-Heim, N8258 Cooper Rd, Oneida, WI 54155, had her insurance license summarily suspended and was ordered to cease and desist all insurance intermediary activities. These actions were taken
[Continued on page 39] MAY/JUNE 21 13
Question: Can I require employees to turn on their cameras during meetings? Answer from Marisa, SPHR: Yes, generally, you can require employees to have their webcam on during meetings. You may, however, want to take things like low internet bandwidth, equipment failure, software incompatibility, mental health, environmental circumstances, privacy issues, and other reasonable concerns into account when setting expectations. For example, employees may have difficulty staying connected if multiple people in their household are using video conferencing apps at the same time. I would recommend that you send out some guidelines about video conferencing etiquette. You can include the expectation that employees will participate in meetings using their webcams unless there are extenuating circumstances. Supervisors can then handle, on a case-by-case basis, any issues with employees not using the webcam.
Question: One of our employees was arrested today. Can we terminate their employment? Answer from Laura, SHRM-CP: We would recommend against terminating employment simply on the basis of an arrest. For one thing, the fact of an arrest is neither proof that criminal conduct occurred nor an indication that the arrested employee will be convicted of a crime. For another, basing employment decisions on arrests (and convictions) can have a disparate impact on certain racial groups. Note as well that some states also treat non-conviction arrests as a protected characteristic, meaning employers in those states are forbidden from considering those records. The Equal Employment Opportunity Commission (EEOC) recommends that employers only make decisions based on an arrest if the underlying conduct makes the individual unfit for the position in question. But even then, the EEOC suggests that the employer give the employee a chance to explain the events and circumstances that led to their arrest. The employer is then in a better position both to assess the credibility of the employee’s account and to make an employment decision related to the underlying conduct rather than the mere fact of an arrest.
Question: The parents of a recently terminated employee have called us several times asking us why their son was fired. Are we required to discuss the matter with them? Answer from Kim, SPHR, AAM, CPIW: No, you have no obligation to explain to them why their son’s employment was terminated, and we would not recommend doing so. If you decide to respond so they’ll stop calling you, you can emphasize that you don’t discuss employment matters with anyone except the employee. You can tell them that their son can reach out to you himself if he has additional questions about his termination.
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More than a network
We’re a community.
There are many reasons why independent agencies turn to Keystone, but you might ask what makes them stay? Keystone is more than just a network, we’re a community. Our goal is to strengthen independent agencies by bringing them together for peer-to-peer collaboration, industry expertise and access to national resources. Together, we’re making each other stronger and keeping clients better protected. That’s how independence works better together!
FOR MORE INFORMATION: JoAnn Hartung 570.473.4340 | email@example.com keystoneinsgrp.com
©2021 Keystone Insurers Group ®. All rights reserved. This does not constitute an offer to sell a franchise in any state in which the Keystone Insurers Group franchise is not registered.
Thank You Supporting Members, We Couldn't Do It Without You! Each year those insurance companies that choose to support the Professional Insurance Agents of Wisconsin, make so many things possible. It is because of them that we can offer top-notch, affordable networking and education opportunities to our member agents. Be sure to say "Thank You" the next time you see staff from any of our supporting members.
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To learn more about the value of PIAW sponsorships, call Executive Director, Pete Hanson at (608) 274-8188, email him at firstname.lastname@example.org or visit https://www.piaw.org/stay-connected/supporting-member/ 16 MAY/JUNE 21
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The Four Magic Words They’re free. They don’t come with any strings attached. They can make a significant difference. The price is right. Best of all, they almost always come with appreciation and gratitude. Call them the magic words that can work wonders. They can change lives and attitudes, create enthusiasm, help avoid mistakes, get us on the right track, produce excitement, avoid disappointment, clarify our thinking, and make us happier and more successful. The four magic words? They’re ours for the asking, “I need your opinion.”
[Source: GrahamComm Newsline] MAY/JUNE 21 17
MOTIVATING THE UN-MOTIVATED: DON’T GIVE UP TOO SOON When Mary started with the company, she was enthusiastic, energetic, and consistently the top sales person on the team. She got along well her co-workers and was known for her superior customer service skills. Over time something changed. Mary began starting work late, leaving early, and taking long lunches. The brief interactions with her co-workers usually turned into complaint sessions. She ignored phone calls and didn’t respond to emails. Customers were frustrated. Mary spent more time on her cell phone than doing the work she was getting paid for. John, Mary’s manager, was at his wits end. He wanted Mary to get back to the level of work he knew she was capable of. He went from one extreme to the other. First, he tried money. Then, he tried disciplinary action. Both resulted in short-term improvements but they didn’t last. Does this situation sound familiar? If so, don’t give up too soon. There are six other ways to motivate employees that have longer lasting results than money or disciplinary action. The challenge is determining what motivates employees. Asking an employee outright what motivates them usually doesn’t work. Most people haven’t given it much thought. Instead, act like an investigator and look for the clues so you can identify the motivational factors of each individual. Here are six common motivational factors and the clues to look for: 1. Belonging – People who are motivated by a sense of belonging get energized by being part of a group. You might notice them coming up with creative ideas for celebrations or suggesting get-togethers. “When’s the last time we went out for Happy Hour?”, they might say. Listen for what they do outside of work. Do they spend a lot of their free time with friends and family? Do they participate in group events like book clubs or sports teams? Keep this employee motivated by asking them for ideas; designating them as the celebration coordinator; and including 18 MAY/JUNE 21
By: Liz Uram
them in projects. 2. Influence – A formal leadership title isn’t needed to have influence. Many people are happy with an informal leadership role where they can influence others. You can identify them by their willingness to speak for the group. They are the ‘go-to’ person when others need answers or reassurance. They are the person the team looks to for direction and advice. Keep this employee motivated by asking them for their opinion on matters that affect the group. “How do you think the team is going to react to this change?” is a simple, yet very effective way to let this person know that their position within the group is clear. 3. Appreciation – A simple sincere thank you is what motivates employees who have this motivational factor. They just want acknowledgement for their efforts. Employees who are motivated by appreciation talk a lot about their accomplishments. They might come to their one-onone with a list of what they’ve done. Managers who don’t understand what clues to look for may mistakenly assume the person is full of themselves or is just bragging. That usually isn’t the case. These employees are looking for some appreciation. Keep these employees motivated by giving sincere, specific, and timely appreciation for their efforts. Catch them in the act of doing something right and comment on it immediately. 4. Achievement – People who are motivated by achievement are always looking to outdo themselves. While they enjoy friendly competition, they are more interested in pushing themselves to be better than they were the day before. They are usually self-starters who take an interest in their productivity. They tend to set goals both professionally and personally. They love the feeling of accomplishment when they [Continued on page 19]
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[Continued from page 18 - Motivating the Un-Motivated...] can check off a goal and then they are on to the next one. Keep them motivated by communicating key performance measures, encouraging them to set bigger goals, and sharing their progress with them on a regular basis. 5. Security – People with this motivational factor have a high need for job or financial security. Anything that threatens their sense of security can demotivate them. They might obsessively worry about their performance. They ask a lot of questions. They are excessively concerned about change. Some managers assume the person is needy. In a way they are. They need security, reassurance, and confidence in their abilities. A manager can help this employee by taking the time to answer questions; communicating changes early and often; and boosting their confidence by giving them opportunities to prove they are capable. 6. Growth – these employees aren’t satisfied with the status quo. They have career goals and they want opportunities to advance. One of the most obvious clues is that they ask about career advancement when they interview for a job. They’re willing to take on extra responsibility in order to prepare themselves for their next step. Keep them happy and motivated by talking to them about what they are interested in doing next and creating a career path for them that
clearly outlines a plan for advancement. Delegating projects is a way to provide growth opportunities if a promotion isn’t an option. Back to John and Mary. Once John took the time to look for the clues, he realized that what Mary really wanted was appreciation. John wasn’t known for giving out verbal praise but he was willing to give it a try. Instead of waiting until Mary told him about her accomplishments, he looked for opportunities to praise her. Before long, John saw improvements in Mary’s attitude and she began to have the same energy and enthusiasm she had when she started. It wasn’t easy for John to get out of his comfort zone, but it was a lot less expensive and stressful than what he had been doing. Before you give up on an unmotivated employee, challenge yourself to search for clues about how to motivate them. You might be surprised at what a big change can come from a small adjustment to handling motivation issues. About the Author: Liz Uram is a nationally-recognized speaker, trainer, consultant, and author. She equips leaders with the tools they need to communicate like a boss so they can make a bigger impact, get better results, and motivate others to do their best. With 20 years of experience, she’s developed systems that work. Uram’s written four books packed full of strategies leaders can implement to get real results, real fast. For more information, please visit www.lizuram.com. MAY/JUNE 21 19
By: Al Diamond, Agency Consulting Group
What to Do With the PPP Loan Forgiveness Many agents received PPP loans in 2020 to help them smooth their revenue and expense crunch due to the Chinese Covid crisis. These loans can and are being forgiven and agents are asking how they should treat the income for either 2020 or 2021 tax years. As long as the PPP money is still a LOAN, it should have been posted as Cash on your Balance Sheet in the Asset category and as a Current Liability as a Loan Payable. Expenses, of course, lower cash but the loan remains a liability as Loan Payable. Once you have been notified that the PPP money has been forgiven it must be posted as an “Other Income” item on your Operating Statement (Profit/Loss Statement) and all of it falls to Profit in the year that the loan was forgiven. That profit is posted to the Balance Sheet as Owner’s Equity and the Current Liability Loan Payable is removed as an offset. The Balance Sheet is still correct since you will debit Loan Payable and credit Owner’s Equity. The PPP money must be entered as Other Income (it is NOT operating income, having nothing to do with commissions, fees or contingency income) but is NOT federally taxable. NOTE: IT IS CONSIDERED TO BE TAX EXEMPT INCOME. Your tax advisor will use Form M-1 to adjust your tax return to match your books. Please see your tax advisor to determine how your State will treat the PPP forgiven money.
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MAY/JUNE 21 21
Do your agency proposals have these? by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates Inc. and Consultant to the Utica National E&O Program A key issue that agencies need to be aware of is that at the time of a problem or errors-and-omissions (E&O) claim, the agency proposal is an admissible document. This means that both attorneys – the one defending your agency and the one suing your agency – have a right to review this document. The attorneys will be evaluating whether the agency proposal helps or hurts their position. Obviously, from the agency perspective, your goal is for the proposal to help provide an element of protection that could be material enough to largely determine the eventual outcome. An issue that seems to get overlooked in many agencies deals with the use, or lack of use, of disclaimers. Comments such as “Why include disclaimers? The agency-customer never reads them” or “I am trying to sell the account – why would I want to include these legalese disclaimers?” are all too common. However, whether the agency-customer reads them may be irrelevant. The primary issue is that if the proposal included disclaimers and a problem develops, the agency can show that the proposal included the various disclaimers. Another important issue is that the use of disclaimers is not limited strictly to P&C proposals. What are some typical – and necessary – disclaimers? • Information contained in this proposal is intended to provide you with a brief overview of the coverages provided for reference purposes only. It is not intended to provide you with all policy exclusions, limitations and conditions. The precise coverage afforded is subject to the terms, conditions, and exclusions of the policies issued. This is designed to alert the agency-customer that the proposal is not a substitute for the policy when determining coverage issues. • Specimen forms are available upon request. While it is preferable to actually include the various specimen forms, many of these forms can be lengthy. This disclaimer advises the agency-customer that if they wish to see the actual forms that will be part of the policy, those forms will be provided. This seems to take on a heightened importance on coverages such as Cyber, Employment Practices Liability, D&O, and E&O, where there is no real standardization of the forms. In addition, coverages written through the E&S marketplace are typically customized to only provide the coverage the carrier desires. • Higher liability limits may be available. Please let us know if you would like a quote for increased limits. When your agency is quoting limits, it is important for the agency-customer to know that the limits noted on the proposal are not the only limits available. • In evaluating your exposures to loss, we have depended upon information provided by you. If there are other areas that need to be evaluated prior to binding coverages, please bring them to our attention. This disclaimer serves to protect the agency by noting that the agency-customer has some responsibilities to notify the agency of other issues of concern. What’s more, the agency-customer is responsible for providing the agency with accurate information. For example, if the agency-customer fails to advise you that they are allowing employees to use their personal vehicles for business purposes, or that the agency-customer just bought a dog or put an addition on the house. • Exclusions and Limitations include, but are not confined to, the following: (list some key exclusions). Virtually every insurance policy has exclusions, and many have limitations of some type. By listing some of the more noteworthy exclusions, this could very well prompt discussion on what coverage is necessary to address those exclusions. This creates a sales opportunity. Bottom line, this disclaimer notifies the agency-customer that not everything is covered. • The rates quoted for these benefits may be subject to change based on final enrollment and/or final underwriting requirements. This is a common disclaimer used in benefit proposals and is designed to place responsibility on the agency-customer to notify the agency if there have been any changes to the census data previously provided. • This policy is written by a surplus lines insurer and is not subject to the filing or approval requirements of the (specific state) Department of Banking and Insurance. Such a policy may contain conditions, limitations, exclusions and different terms than a policy issued by an insurer granted a Certificate of Authority by the (specific state) Department of Banking and Insurance. The insurer has been approved as an eligible surplus lines insurer, but the policy is not covered by the (specific state) Insurance Guaranty Fund. This could be a key disclaimer should the surplus lines carrier become insolvent. Many agencies are sensitive to the length of their proposals. While lengthy proposals are certainly an issue, including the necessary disclaimers in your proposals could just make the difference in whose favor a judgment goes should an E&O claim occur.
5-R-1389 Ed. 3-21
Protect the Reputation and Assets You’ve Worked Hard to Build: Choose the Right Agents’ Errors and Omissions Program! Utica National and Agents Service Corporation can help. More than 10,000 agencies have placed their trust in Utica National over the last 50 years because they offer:
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Invest a few minutes in the future security of your agency. Go to www.uticanational.com/eo to get started on an Easy Estimate, and then add and subtract coverages to get the
combination of protection and premium you need! Contact Heidi Hodel at PIA Wisconsin by phone at 608-274-8188 or via email at email@example.com for more information.
Don’t just join a company, join a club. AAA is a membership-based organization; we’re a club, not just a company. This means we have an entirely different level of commitment to customers. All with an unbeatable combination of savings and security for customers. And the potential for success for you.
Learn more, contact me. Leo Plese (630) 328-7076 firstname.lastname@example.org Insurance • Membership • Travel • Banking AAA Independent Agents are not employees of AAA The Auto Club Group; but, rather are independent contractors. Insurance underwritten by one of the following companies: Auto Club Insurance Association, MemberSelect Insurance Company, Auto Club Group Insurance Company, Auto Club Property-Casualty Insurance Company, Auto Club South Insurance Company, Auto Club Insurance Company of Florida, or non-affiliated insurance companies. ©2019 The Auto Club Group. All rights reserved. 19-IN-0147
MAY/JUNE 21 23
How to Write an Email They'll Read
It’s likely your inbox volume has already moved into triple digit territory. You delete one message and another arrives. That’s the reality for nearly everyone, including your clients and prospects, and while email is the tool none of us could live without, it also presents a challenge for salespeople. How can you write a message that gets noticed? How can you break through the clutter and invite a read-through? It starts with the subject line. According to HubSpot, every email must have a call to action and a specific goal. To make this happen, consider incorporating these ideas: •
Be specific. If you’re forwarding an invoice, say so in the subject. Include pertinent details, such as the invoice number, to assure future search-ability.
Be compelling. Create a sense of urgency around your call to action. “New Safety Regulations” falls flat. “12 Mandatory Safety Regulations Starting July 2021” garners more attention and begs action.
Be consistent. Most people use a “preview” function in their email program. This allows them to quickly decide if they want to spend time reading the email. Capitalize on this by ensuring the first couple of sentences succinctly spell out your offer and call to action. Include a link to a page or document you want a client to act on.
As for the body of the email: •
Personalize the message. While mass emails are sometimes appropriate, if you are asking another professional to do something, take the time to address them directly. This doesn’t mean you can’t send the same general message to multiple parties, but make sure they feel they are the only one you’re talking to. This means you can’t rely simply on one or two dynamic fields where you insert someone's [FIRSTNAME] or [COMPANYNAME]. Take the extra 30 seconds to write something unique.
Be genuine. Write an email as if you are speaking. Stilted language, business speak and too formal an approach come off poorly. Email is impersonal enough without your writing style making it more so.
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Add something more. If the last time you saw the recipient you exchanged ideas for spring break destinations, close the note by referencing this. “Thanks for taking the time to review this invoice in detail. And thanks as well for the great ideas for our family’s spring break trip — looking into flights to Cancun now!” People like to do business with those they share a personal connection with.
Shorter really is sweeter. Make bullet points your friend. Save intense detail for the attachment. Grab the reader and then let them go. If they must wade through too much, you will lose them — not only this time, but possibly for good once they learn to dread your email style.
Write to their perspective. Which do you think is more effective? “I have a new professional liability product I’d like to discuss with you,” or “You’re at risk of losing millions without our new professional liability product.” Let the reader see what’s in it for them, not for you.
Ultimately, when it comes to emails, as productivity expert and author Laura Stack says, “Don’t overthink it …The point is that you should challenge yourself to boil your emails down to a few sentences. Strip them of the irrelevant without losing important information. This helps you organize your thoughts in the most direct, orderly way possible. You could easily save an hour a day by not overthinking, overwriting, and over-replying your emails.”
Deliver superior value.
Rockford Mutual provides superior value by
supplying policyholders with the insurance products they need, paired with the outstanding claims service they deserve.
For 125 years, we have provided our Agency partners with competitive products, exciting incentive opportunities, exceptional claims service, and much more.
H O M E | AU TO | BU S I N E S S | FA R M
Now PIA members can sell the same great PIA cyber insurance coverage that many have already purchased for their own agency. PIA’s cyber insurance is the first cyber insurance program tailor-made for small and medium-sized businesses. The PIA enhanced cyber insurance policy covers both first- and third-party loss for the most common cyber risks such as social engineering, funds transfer fraud, ransomware, network interruption, data breach, network security, and media liability. In addition to the seven coverage parts, PIA members’ clients are provided with special PIA enhancements and reduced rates compared to ABAIS’s standard program for social engineering coverage. PIA members who sell the PIA cyber insurance receive 12.5% in sales commission. Getting started is easy. Start protecting your clients today. Need more information? Contact Heidi Hodel-Faris at email@example.com or (800) 261-7429
MAY/JUNE 21 25
Please be sure to check out all of the member benefits you now have access to at www.piaw.org
AGENCY Armstrong Insurance Agency Hayward, WI
Kettle Moraine Agency Kewaskum, WI
Rauwald Insurance Agency Wauwatosa, WI
Bronson Insurance Services LLC Oak Creek, WI
KK Premier Insurance Agency LLC Racine, WI
Rettler Insurance Group West Bend, WI
Community Insurance Agency Inc. Milltown Inc. Milltown, WI
Klasinski Insurance Agency Ltd. Schofield, WI
Schuler Insurance Agency Menomonie, WI
Kozlowski Insurance Agency Inc. Two Rivers, WI
Schwarz Insurance Agency Inc. Prairie du Sac, WI
Lewis Insurance Agency LLC Brookfield, WI
SMG Insurance Services Darlington, WI
Martin Insurance Agency Lake Geneva, WI
The Badger Agency Fountain City, WI
MKE Insurance LLC Muskego, WI
The Service Agency Ellsworth, WI
Mosher & Associates Insurance Services Monroe, WI
The WIN Group Insurance Agency LLC Columbus, WI
Mower Insurance Agency, Inc. Chippewa Falls, WI
Vanguard Agency Inc. Barron, WI
NS Insurance LLC DePere, WI
Your Family First Insurance Agency LLC Beloit, WI
Community Insurance Group Waterford, WI CPS Horizon Financial Hales Corners, WI Crosby-Nelson Inc. Ridgeland, WI Freitag Financial Services Monticello, WI Fuerst Insurance Services, LLC Franklin, WI Godshaw & Assoc Insurance Agency Inc. Wauwatosa, WI Integrity Life Style Benefits LLC Mosinee, WI Kaiser Insurance Agency Stratford, WI
Partners Insurance Services LLC New Glarus, WI
Advocate Claim Service, LLC Muskego, WI
Control Your Agency’s Future Every day, you make decisions that determine your long-term options. Agency Journey Mapping gives agency owners – at every stage – control. Control of your agency’s value. Control of your opportunities. And better preparation for the unexpected. It’s about perpetuation and succession planning. But it’s also so much more.a
Brought to you by The PIA Partnership – PIA’s national carrier council. Partnership companies include: • Encompass Insurance • Erie Insurance • Liberty Mutual • MetLife Auto & Home • National General Insurance
Start today at agencyjourneymapping.com
• Progressive Insurance • Selective Insurance Group • State Auto Insurance Companies
PIA members: PIA has funds reserved to reimburse your purchase of the Agency Journey Mapping program. Learn more at pianet.com/agentsupport.
26 MAY/JUNE 21
• The Hanover Insurance Group • Travelers • West Bend Mutual Insurance Company
2021 CPIA Live Webinars The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. These three, one-day workshops teach practical "before", "during", and "after" sale techniques for producers, sales managers, account managers and company marketing representatives. Participants leave with ideas that will produce increased sales results immediately. In fact, they are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded!
No Test. Approved for 7 Wisconsin CE credits each. Utica approved. All states are welcome and most approved for 7 CE. While it is not required, it is recommended courses are taken in order.
CPIA 1 - Position for Success
CPIA 2 - Implement for Success
CPIA 3 - Sustain Success
During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans. Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.
During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.
This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorse-ments, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.
WI CE Course # 65338
CPIA 1 August 5
WI CE Course # 65340
CPIA 2 September 9
WI CE Course # 65339
CPIA 3 October 7
More Details and Registration at PIAW.ORG ______________________________________________________________________ CPIA is a part of the AIMS Society, a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org.
MAY/JUNE 21 27
Upcoming PIAW Education Opportunities CIC Webinars & Classroom Approved for 16 Wisconsin CE Credits Each Anyone Can Attend No Exam or Proctor Required for CE Instructor Led June 9- 10, 2021
July 20-22, 2021
Agency Management (includes 3 Ethics and Utica Approved)
Commercial Casualty West Bend, WI
CIC Graduate Ruble Webinars & Classroom Exciting update option for CICs, CRMs, and CISRs! 16 WI CE
May 19-20, 2021
October 21-22, 2021 / Green Bay (4 optional Ethics CE)
CISR Webinars & Classroom Anyone Can Attend 7 WI CE Each - No Exam or Proctor Required for CE Instructor Led May 14 May 26
Agency Operations Personal Auto
June 16 June 23
Life & Health Essentials Elements of Risk Management
28 MAY/JUNE 21
August 17 Commercial Casualty II August 19 Elements of Risk Management / Madison August 26 Personal Lines Miscellaneous
Visit the education tab at PIAW.org for schedules and registration.
Competitive advantaGe With a professional desiGnation
Insert Your Name Here CIC, CRM, CPIA, CISR Elite, CISR
Those who have the CIC designation earn 30% more than those without the designation!
Implement the principles covered in the CPIA sessions and experience a 20% increase in personal production within six months.
p i a w. o r g
Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit. • Any CIC Update • CIC Agency Management • CISR Agency Operations • CPIA • Select PIAW Webinars Register online and view the complete Education schedule at piaw.org Please contact Heidi Hodel-Faris, CIC, CPIA, Insurance and Member Services Director at firstname.lastname@example.org or 1-800-261-7429 to find out how you can benefit from Utica’s E&O Loss Control Program. MAY/JUNE 21 29
New Topics Added! 1 and 3 WI CE Credits. Live. No Test. No Proctor. Visit the Education tab at piaw.org for a complete list of .topics, descriptions, webinar demo and registration. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non-Member. Includes WI CE fees.
May 2021 Webinar Schedule TITLE & WI CE
Commercial Property – Direct vs Indirect Damage 3 WI CE # 6000080287
Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW
The Small or Hobby Farm: Properly Identifying & Insuring the Risk 3 WI CE # 6000060208
Sam Bennett, CIC, AFIS, CRIS, CPIA
Chris Amrhein’s “Adventures in Aging” Financially Surviving Retirement 3 WI CE # 6000061267
Chris Amrhein, CIC
An Hour with Nicole: Personal Umbrella Issues & Answers 1 WI CE # 6000082636
Nicole Broch, CIC, CISR, PLCS
Personal Lines Clients and Their New Normal 3 WI CE # 6000080286
Nicole Broch, CIC, CISR, PLCS
Ethics: Essentials for the Insurance Producer 3 WI ETHICS CE # 6000080505
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
An Hour with Corey: Valuation Issues with Custom Cars & Tricked-Out Trucks Webinar 1 WI CE # 6000081982
"How/Where the %^* Will I Live?" Insurance Solutions for the Long-Term 3 WI CE # 6000080419
That’s Personal: Home & Auto Exposures Your Insured Doesn’t Share (and Why That’s Bad) 3 WI CE # 6000080266 Utica Approved
Scott Treen, CIC
Is This Stuff For Real? Understanding & Insuring Emerging Risks 3 WI CE # 6000080265
Steve Lyon CIC, CPCU, ARM
An Hour with Cathy: Insurance Issues for the Commercial Tenant 1 WI CE # 6000081950
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Additional Insureds and Certificates: Issues, Answers and When to Say No 3 WI CE # 6000059680
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Contracts Agents Should Read 3 WI CE # 6000080507
Terry Tadlock, CIC, CPCU, CRIS
Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. email@example.com
30 MAY/JUNE 21
New Topics Added! 1 and 3 WI CE Credits. Live. No Test. No Proctor. .
Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo and registration. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non-Member. Includes WI CE fees.
June 2021 Webinar Schedule TITLE & WI CE
An Hour with Kevin: Drones – Insuring Innovators, Enthusiasts & Idiots 1 WI CE # 6000058123
Kevin Amrhein, CIC< CPIA
Flood Insurance and the NFIP 3 WI CE # 6000059679 FEMA Approved
Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW
An Hour with Kevin: Insuring Self Driving Cars, Scooters & Other Modern Transit Risks 1 WI CE # 6000059681
Kevin Amrhein, CIC< CPIA
Insurance Jeopardy! Testing Your Knowledge of Personal & Commercial Lines 3 WI CE # 6000080506
Steve Lyon, CIC, CPCU, ARM
Commercial Insurance Coverages, Court Cases & Chaos 3 WI CE # 6000082635 Utica Approved
Terry Tadlock, CIC, CPCU, CRIS
The Evolution of Ethics in Insurance 3 WI ETHICS CE # 6000082722
Insuring Commercial Transportation Exposures: The Business Auto and Motor Coverage Forms 3 WI CE # 6000068375
Sam Bennett, CIC, AFIS, CRIS, CPIA
Chris Amrhein’s “Adventures in Aging” Understanding Social Security & Medicare 3 WI CE # 6000059682
Chris Amrhein, CIC
Personal Lines Coverage Concerns: Annoying But Important 3 WI CE # 6000080480
Scott Treen, CIC
Nailed It: Understanding Insurance Requirements in Construction Contracts 3 WI CE # 6000082634, Utica Approved
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
An Hour with Nicole: Homeowners Loss Settlement Issues 1 WI CE # 6000081983
Nicole Broch, CIC, CISR, PLCS
Cyber – Evolution, Exposures, Incidents & Insurance 3 WI CE # 6000082637
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Homeowners in Real Life: Tales of Claims & Coverage 3 WI CE # 6000080508
Nicole Broch, CIC, CISR, PLCS
Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. firstname.lastname@example.org
MAY/JUNE 21 31
WE DON’T NEED TO TELL YOU HOW GREAT PIA WEBINARS ARE - THEY WILL! “I’m a big fan of the new format and the ability to take webinars online. This was my 14th class since earning my CISR designation in 2011 and 2nd online in the last 2 weeks. I would highly recommend taking advantage of this format.” Jon Smith, CISR Manager / Service Market Operations Liberty Mutual Insurance “The CIC webinar was great! Both instructors are excellent but I would like to especially applaud Cathy Trischan. Even though this is my 12th year being a CIC, her session was one of the top 2% I have enjoyed. (That is my expression of being the best.)” Young Kim, CIC, ARM Rampart Brokerage Corp
“I really enjoyed the CISR webinar. This is the first time I’ve taken one with John Dismukes. He had great examples throughout the whole class and was very easy to follow. I look forward to signing up for more CE classes with him.” Bobbi Gofus Business Account Manager TRICOR “I enjoyed the webinar and following along. I couldn’t believe how easy that was! I will definitely take another online course in the future. Thank you so much!” Bridget Ahrens, CISR
"Thank you for allowing us to complete our update virtually during this crazy time. It was one of my favorite updates to date. The instructors kept our attention presenting solid and applicable material, less stressful as I didn’t have to worry about the drive, I didn’t feel as exhausted at the end of the day as I sometimes do with the in person, less distractions, and overall went very smoothly. If these were offered virtually in the future, I would not hesitate to sign up." Susan M Jones, MBA, CIC General Manager – Sales Acuity Insurance 32 MAY/JUNE 21
Utica Gives You the Credit You Deserve! EVERY AGENCY WANTS TO SAVE MONEY Earn up to 10% off Your Agents’ Errors and Omissions Premium!
Your premium should reflect the hard work you’ve done to try to prevent errors and omissions (E&O) incidents. All policies are eligible for Utica’s loss control credit that positively impacts your premium. premium.
When you meet any one of the below listed criteria, a 5% credit is applied to your premium---meet two of the three below listed for a maximum of 10% credit. There is no minimum premium threshold for an account to be eligible for the credit. The criteria must be met every year for the credit to be continued. 1.) USE OF AN ANNUAL EXPOSURE ANALYSIS PROGRAM (5% CREDIT) • Needs to be a regular part of the agency’s procedures • Requires that a client sign off on coverages not taken • 3 new and 3 renewal exposure analysis checklists must be reviewed
2.) PROFESSIONAL TRAINING & DEVELOPMENT OF YOUR STAFF (5% CREDIT) • 60% or more of the agency staff achieve recognized designations, including CRM, CISR, CPCU, CIC, and CPIA
3.) ATTENDANCE AT AN APPROVED E&O SEMINAR (5% CREDIT) • Within the last 24 months or within the first 60 days after inception date • For all internal CSR employees as well as the principal or office manager of the agency • The seminars must address errors and omissions loss prevention • Required attendees by office size: o 1 – 3 staff = Principal/office manager or CSR o 4 – 10 staff = Principal/office manager and 1 CSR o 11 – 20 staff = Principal/office manager and 2 CSRs o 21 and over = 20% or more of staff Approved Seminars (must be minimum of 3 hour course) • A 3 hour E&O loss prevention seminar • Any CIC update for persons holding that designation in good standing • The CIC Agency Management Institute for persons who do not have the designation • The CISR Agency Operations seminar • The CPIA seminars • Any other seminar approved by Utica Mutual for this credit
For more information or questions, please contact Heidi at PIA Wisconsin. (800) 261-7429 email@example.com
To register online and review upcoming CE courses available please visit www.piaw.org
MAY/JUNE 21 33
By: Susan Robertson
H o w to Sus t a i n F l ex i b l e T h i n ki n g an d Ni m ble Act i on To survive the pandemic, companies were forced to adapt very quickly to radically new circumstances. Even large organizations - where it’s typically difficult to shift directions quickly - managed to accomplish it. Leaders discovered that, when required, their organization could act much more quickly and nimbly than they normally do. So, the obvious questions are 1) What was different? And 2) How can you “hardwire” this flexibility into your organization so it continues to be stronger in the future? What was different? All humans have a set of cognitive biases, which are mental shortcuts that are used for problem solving and decision making. To be clear, cognitive biases are NOT individual or personal biases. They are a neuroscience phenomenon that all humans share. It’s also important to understand that they operate subconsciously; They affect your thinking in ways that you don’t realize. You have two different thinking systems, commonly known as System 1 and System 2, sometimes referred to as thinking fast (1) and thinking slow (2.). System 1 is the “intuitive”, quick, and easy thinking that we do most of the time. In fact, it accounts for about 98% of our thinking. It doesn’t require a lot of mental effort; we do it easily, quickly, and without having to think about that fact that we’re thinking. System 2 thinking is deeper thinking; the kind that’s required for complex problem solving and decision making. This deeper thinking requires more effort and energy; it literally uses more calories. Since it’s less energy efficient, our brain automatically and subconsciously defaults to the easier System 1 thinking whenever it can, to save effort. 34 MAY/JUNE 21
Cognitive biases result when our brain tries to stay in System 1 thinking, when perhaps it should be in System 2. The outcome is often sub-optimal solutions an/or poor decision making. But we don’t realize that we have sub-optimized because all of this has happened subconsciously.
In typical circumstances, several of these cognitive biases conspire to make us perceive that continuing as we are - with only slower, incremental changes - seems like the best decision. It feels familiar, it feels lower risk, in sum – it feels smarter. Choosing to do nothing different is – very often – simply the default. It frequently doesn’t even feel like we made a decision; instead it feels like we were really smart for NOT making a potentially risky decision. But during the pandemic, changing nothing, or changing very slowly, were simply not options. This particular situation was so unique that our brains didn’t have the choice to stay in short-cut System 1 thinking. System 2 thinking was required. Since we consciously realized we MUST change - quickly, our brains started literally working harder - in System 2 – and the normal cognitive biases weren’t a factor. How to Continue to be More Nimble in the Future The key to maintaining flexible thinking and nimble behavior is to not allow our brains to fall into the trap of cognitive biases. Obviously, since these are intuitive and subconscious responses, this is not easy task. But there are proven ways that we can better manage our brains. Here are a few ways to start. 1. Knock out the Negativity Bias. Negativity Bias is the phenomenon that negative experiences have a greater impact on your thoughts, feelings, and behaviors than positive experiences. So, you are much more highly motivated to avoid negative than we are to seek out positive. The way this manifest in your [Continued on page 35]
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[Continued from page 34 - How to Sustain...] daily work is that we are much more prone to reject new ideas than to accept them, because rejecting ideas feels like we’re avoiding potential negative. Respond to “yes but…” with “what if…?” This requires a dedicated and conscious mental effort, by everyone on the team, to monitor their own and the team’s response to new ideas. Every time “yes, but…” is uttered, the response needs to be “What if we could solve for that?” This reframing of the problem into a question will trigger our brains to look for solutions, instead of instantly rejecting the idea. 2.
Short Circuit the Status Quo Bias. The Status Quo bias is a subconscious preference for the current state of affairs. We use “current” as a mental reference point, and any change from that is perceived as a loss. As a result, we frequently overestimate the risk of a change, and dramatically underestimate the risk of “business as usual.” When weighing a choice of possible actions, be sure to overly list “do nothing” as one of the choices, so you are forced to acknowledge it is a choice. Also include “risk” as one of the evaluation criteria and force the team to list all the possible risks. Then comes the difficult part - remind the team that their subconscious brain is making them perceive the risks of doing nothing to be lower than the reality, so they should multiply the possibility of each of those risks.
Curtail the Curse of Knowledge. In any subject where we have some expertise, we also have many subconscious assumptions
about that subject. Under normal circumstance, this Curse of Knowledge (these latent assumptions) limits our thinking and suppresses our ability to come up with radically new ideas. Rely on advisors who don’t have the same Curse of Knowledge. In other words, seek out advice from people outside of your industry. When evaluating ideas or actions, these outsiders won’t have the same blinders that you have, so they will likely have a more clear-eyed view of the benefits and risks. The bad news is that cognitive biases are always going to be a factor in our problem-solving and decision making; they’re hardwired into us. The good news is that, with some dedicated and continuous mental effort, we can mitigate them and become nimbler in the face of change. About the Author: Susan Robertson empowers individuals, teams, and organizations to more nimbly adapt to change, by transforming thinking from “why we can’t” to “how might we?” She is a creative thinking expert with over 20 years of experience coaching Fortune 500 companies. As an instructor on applied creativity at Harvard, Susan brings a scientific foundation to enhancing human creativity. To learn more, please go to: www. SusanRobertson.co. MAY/JUNE 21 35
By: John Graham, GrahamComm
It’s time for a new network
We all know about networks that can help get us new business, new friends, and now-and-again, a new job. While that’s all well and good, Wharton management professor Adam Grant argues for the necessity of having another network, one that helps us overcome whatever it is that holds us back or keeps us from making the most of ourselves, either at work or throughout our lives. It may be the one blind spot that does the most damage: not knowing what we don’t know. As Grant points out, “Agreeable people make for a great network, a support network. They’re excited to encourage and cheerlead for us. Then he adds, “Rethinking depends on a challenge network, a group of people we trust to point out our blind spots and help us overcome our weaknesses. Their role is to push us to be humble about our expertise, doubt our knowledge, and curious about what knowledge we don’t have.” Who are they? “Disagreeable—critical and skeptical,” he says, "who question us and hold us accountable,” according to Grant. A comment by Gemma D’Auria, a McKinsey senior partner, adds a necessary action step: “Communication should be about what you know, what you don’t know, and what you’re going to do to learn more.”
How’s Your Branding? If you think this sounds like a trick question, it isn’t. While branding goes back to the Dark Ages of Advertising, it’s more relevant today than ever. At least 90% of businesses have yet to get the memo. They fail to take advantage of creating a brand. Here are four components of branding: 1. It should express the uniqueness of a business or product. In other words, what distinguishes it from its competitors. A good example is Amazon’s swish. Nothing more is needed, including the word Amazon. 2. It has an identifiable component. A logo. It may be based on the company name or a product, although that’s not necessary. Certainly, it should be designed to attract the attention and loyalty of particular customer segments. Again, the elements of the style, type font, color, and design combine to create a positive response from your customers and prospects. 3. Effective branding puts the customer first. It doesn’t fall into the trap of being the expression of the CEO or anyone other than the customer. 4. It has a lifespan. It should reflect cultural, societal, and business trends. This is why updating the company image should be a periodic task. As such, it’s an opportunity to review and rethink the nature and purpose of a company and a way to discover new possibilities. Most businesses can be far more creative in developing their branding if they give themselves the opportunity. [Source: GrahamComm Newsline] 36 MAY/JUNE 21
It’s A Date - PIA’S CONVENTION IS BACK! Watch for details on this NEW “Engage 2021” event! September 29 & 30 Hyatt Regency – Green Bay
MAY/JUNE 21 37
PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. 6401 Odana Road - Madison, WI 53719 / Phone: 608-274-8188 / Toll Free: 800-261-7429 / Fax: 608-274-8195 / Toll Free Fax: 866-203-7461 / www.piaw.org
OFFICERS Ms. Julie Ulset, CPIA President Grams Insurance Agency LLC PO Box 336 Edgerton, WI 53534 Phone: (608) 884-3304 Fax: (608) 884-9616 firstname.lastname@example.org Mr. Ryan Butzke, CIC, CISR Vice President Northbrook Insurance Associates, Inc. PO Box 520 Slinger, WI 53086 Phone: (262) 297-7101 Fax: (262) 783-4075 email@example.com Mr. Steve Clements, CPIA Treasurer Clements Insurance Agency 151577 King Fisher Ln. Wausau, WI 54401 Phone: (715) 842-1664 Fax: (715) 848-3337 firstname.lastname@example.org
DIRECTORS Ms. Ann Linstroth, CISR, PWCAM Fidelis Insurance Services 4060 N. Main St. Ste 108 Racine, WI 54302 Phone: (262) 456-0521 Fax: (262) 583-0729 email@example.com
Mr. Mitch Tarras Nett Insurance Agency LLC 607C Eastern Ave. Plymouth, WI 53073 Phone: (920) 893-3252 Fax: (920) 893-3250 firstname.lastname@example.org
Mr. Brian MacGillis, CPIA Past Presidents Liaison MacGillis Agency Inc. PO Box 100 Fredonia, WI 53021-0100 Phone: (262) 790-0000 Fax: (888) 798-5040 email@example.com
Becca Bredeson Administrative Assistant firstname.lastname@example.org
Mr. Michael Winstanley Winstanley Insurance Agency Inc. 3044 S. 92nd St. West Allis, WI 53227 Phone: (414) 425-6914 email@example.com Mr. Bob Wolfgram Wolfgram Insurance Agency PO Box 122 North Prairie, WI 53153 Phone: (262) 349-9605 Fax: (262) 349-9608 firstname.lastname@example.org
Mr. Sean M. Paterson, CIC Immediate Past President Robertson Ryan & Associates, Inc. 20975 Swenson Dr. Ste. 175 Waukesha, WI 53186 Phone: (262) 782-5373 Fax: (262) 782-6327 email@example.com Mr. Jon M. Strom Image of Wisconsin PO Box 600 St. Germain, WI 54558 Phone: (920) 723-1209 Fax: (715) 542-2443 firstname.lastname@example.org
Ms. Lacey Endres, CIC Secretary M3 Insurance, Inc. 828 John Nolan Dr. Madison, WI 53713 Phone: (608) 288-2874 Fax: (608) 273-8873 email@example.com
STAFF Pete Hanson, CAE, CISR Executive Director firstname.lastname@example.org
Heather Falk, CISR Bookkeeping email@example.com Heidi Hodel-Faris, CPIA, CIC Insurance and Member Services Director firstname.lastname@example.org Brenda Steinbach Education & Convention Director email@example.com
PIA National Director Ms. Tracy A. Oestreich, CIC, CPIA, AU, CPIW T4 Insurance Solutions, Inc. PO Box 408 Jackson, WI 53037 Phone: (262) 423-4949 Fax: (262) 423-4959 firstname.lastname@example.org
Natalie White Communications Director email@example.com
Coming Events MAY 2021 Thirteen PIAW Webinars (1 & 3 WI CE Options)
CISR Agency Operations Webinar (7 WI CE, 1 is Ethics, Utica Approved)
Clay Shoot Johnson Creek, WI
CIC Graduate Ruble Webinar (16 WI CE)
CISR Personal Auto Webinar (7 WI CE)
38 MAY/JUNE 21
JUNE 2021 Thirteen PIAW Webinars (1 & 3 WI CE Options)
CIC Agency Management Webinar (16 WI CE, 3 of 16 Ethics, Utica Approved)
CISR Life & Health Essentials Webinar (7 WI CE)
CISR Elements of Risk Management Webinar (7 WI CE)
JULY 2021 Twelve PIAW Webinars (1 & 3 WI CE Options)
CISR Commercial Property Webinar (7 WI CE)
CIC Commercial Casualty Classroom West Bend (16 WI CE)
CISR Personal Residential Webinar (7 WI CE)
[Continued from page 13 - OCI Administrative Actions...] based on allegations of having pending criminal charges that may be substantially related to insurance marketing type conduct. Devonta Moore, 1826 Union St., Charlotte, NC 28205, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Carmen L. Nichols, 920 Barnard St., Antigo, WI 54409, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct. Charity A. Phipps, 3172 Muir Field Rd., Apt. 206, Madison, WI 53719, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Daniel W. Raymaker, 701 Alpine Rd., Algoma, WI 54201, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support and failing to respond promptly to inquiries from OCI.
taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct and failing to respond promptly to inquiries from OCI. Blaine Sprague, E5455 Hannu Rd., Ironwood, MI 49938, agreed to the voluntary surrender of his Wisconsin insurance license for a minimum period of five years, agreed to pay a $5,000.00 forfeiture upon reapplication, and agreed to comply with statutory requirements during the period of surrender. These actions were taken based on allegations of submitting health insurance applications without consumer knowledge or authorization using confidential identifying and health information. Kenneth Jour Tresvant, II, 780 W Packer Ave., Apt. E, Oshkosh, WI 54901, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support, having a criminal conviction that may be substantially related to insurance marketing type conduct, failing to disclose an administrative action taken by the State of Michigan on a licensing application, failing to obtain a federal crime waiver, and failing to respond promptly to inquiries from OCI.
Elena del Carmen Rivera, 4507 Elizabeth St., Laredo, TX 78046, had her application for an insurance license denied. This action was
Why Use Email Marketing? Trying out various marketing tactics should be part of every marketing plan. Experimenting is a great teacher, particularly at a time when we need to be increasingly agile. Even so, some of the old work horses still work. Email marketing is at the top of the list. Here’s why: 2. 3. 4. 5. 6. 7. 8.
1. Produces measurable results: you know who opens and who opts out, the bounces, and who clicks on which article Easy to use platform: applies to both layout and list input Good deliverability: ensures that all major ISPs and corporate domains accept your email Automates new subscriber signup, manages unsubscribes and bounces: does the heavy lifting for you Manages legal compliance and offers new technology: you’re always up-to-date Can target audiences, personalize emails, and do A/B testing Links to your website closes an important loop Relatively inexpensive: may help reduce graphic design costs
Just because email marketing has been around for a long time, it hasn’t lost the robust tactic to deliver low-cost marketing results. [Source: GrahamComm Newsline] MAY/JUNE 21 39
It shouldn’t take a four-foot diameter oak tree in your customer’s kitchen to find out who you can trust.
BUT SOMETIMES IT DOES. And that’s the Silver Lining®.