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professional agent juLY | 2013

Wh at’s Inside? CSR of the Year....................... 8 Agent Commission.................16 Growth Strategies....................21

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Mobility Transforming.............22 Business of Insurance New Members........................28 Lead through Change............32 Coming Events.. .....................38

July 31- August 2, 2013 Chula Vista, Wisconsin Dells

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Digital Editions of PIAW Magazine Available at

July 31- August 2, 2013

Chula Vista, Wisconsin Dells


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July 31- August 2, 2013

Chula Vista, Wisconsin Dells

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2 JULY 13

From the

President Tracy Oestreich, CIC, CPIA, AU — President, PIA of Wisconsin

Thank You! This is it — my last article as President. I feel blessed beyond belief to have had the awesome opportunity to humbly serve as your President. I am very proud of the committees and staff for all the hard work and time spent to serve the membership. There are many to thank for allowing me to have served all of you. First, I want to say thank you to the membership for allowing me the opportunity to sit on the Board of Directors and serve on the Executive Committee. I have

; The Power of One One song can spark a moment One flower can wake a dream

enjoyed meeting so many of you who make up our

One tree can start a forest

membership. YOU deserve the real THANKS. Without

One bird can herald spring

you, we do not exist. The Board spends time every year planning and looking for ways to bring you more value. Thank you for attending our education classes, conventions, golf outing, and thank you for your continuous input that helps make our association the best! I am extremely thankful to the PIA staff – Ron, Brenda, Becca, Darcy, Mandy and Heather. Your dedication to our

One smile begins a friendship One handclasp lifts a soul One star can guide a ship at sea One word can frame a goal

organization is second to none. I so appreciate all of your support and advice over the past 5 years.

One vote can change a nation

Thank you to the members of the Board for all working

One sunbeam lights a room

so hard and for challenging one another to think outside

One candle wipes out darkness

the box and for bringing a quality to our association that

One laugh will conquer gloom

is beyond any other. I’d like to reach out to anyone who may have an interest in serving but is afraid of the time commitment and effect on your agency. Do not be afraid

One step must start each journey

to get involved as your time spent will come back to you

One word must start each prayer

a thousand times over in personal growth, productivity and friendship. Please get involved in your profession; get involved in your industry and step up to the plate!

One hope will raise our spirits One touch can show you care

On a final note, continue to plan for the future. When you think about planning for future, you need to remember that it is not only financial. Your education and membership in the association is also an investment. According to a Chinese Proverb, “when planning for a year, plant corn. When planning for a decade, plant trees; when planning for life, train and educate people.” What better way can we build for the future than to belong to and be involved in your Professional Insurance Association (PIA). In closing, I’d like to share this poem

One voice can speak with wisdom One heart can know what's true One life can make the difference You see, it's up to you!


(author unknown), The Power of One: july 13 3

Memos from

Madison Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin

Airline Passenger Actions MY ADDITIONAL DUTIES as Executive Vice President

I was shocked to see the latest weekly posting of the TSA concerning illegal items confiscated at the screening checkpoints. Here is a list of items that had to be taken from passengers this past week at US airports:

and CEO of PIA National have required me to spend considerable time in airports across the country and given me a view of the nation from 30,000 feet. One of the most irritating aspects of travelling is the sheer ignorance and incivility of some airline passengers. As in any group activity, a small percentage of participants cause havoc for the majority but the result of airline passenger actions is delay, irritation and discomfort for all the other travelers.

• 24 pounds of black gun powder found in a carry-on bag at Chicago’s Midway airport. • 34 firearms discovered in carry-on bags. 32 were LOADED and 10 actually had rounds of ammunition in the chamber of the weapon.

I have not always been the most appreciative person about the role or competence of TSA (Transportation Safety Administration) employees but I have to admit that they have a job to do and they have been more cooperative and friendly than they were in the past. They work to make the process run smoothly and many times it’s the passengers who mess up the system.

• 11 stunguns. • An 8” butcher knife found concealed under the lining of a carry-on bag. • A homemade knife concealed in the sole of a shoe.

most offensive travelers are those complete idiots D2E!+<BFThe who make threats about bombs or explosives. They cause

For example, the passenger who approaches the screening immediate shutdown of the system while security people ()*234!,-#%./+!0++1234!5)-0+,6!#-!;#%/=!$#%!/20+!)99+66!,#!5)3$!5#-+!5)-0+,67! checkpoint without paying attention to instructions about check out the threat, causing hundreds of responsible removing belts,,@+!)36;+-!26!A#.+-,6#3!A$)3 laptops, liquids, shoes and jackets or having passengers to be delayed and nervous about the possibility BC!$#%!)6!#;3+-!;)3,!,#!61+3=!/+66!>5+!#3!)=52326,-)>#3!.%,!9#3>3%+!,#!#;3!,@+! boarding passes and ID ready for inspection. Even first time that the threat may be true. .##0<!,@+!)36;+-!26!A#.+-,6#3!A$)3 passengers should be able to follow the simple instructions posted and verbalized by TSA workers. BC!$#%!)6!#;3+-!;)3,!,#!6+//!$#%-!)4+39$<!,@+!)36;+-!26!A#.+-,6#3!A$)3 My advice to my fellow passengers: When you pack,

BC!$#%!;)3,!5#-+!9#3626,+39$!23!+)-32346<!239/%=234!1-#?,!6@)-234<!,@+!)36;+-!26! remember your brain, not just your toothbrush. If you can’t And then there is the passenger who tries to board a plane A#.+-,6#3!A$)3 control your mouth, stay home and leave the friendly skies with all their worldly possessions crammed into a carryto the rest of us! on bag that obviously is larger than the size restrictions. Some look like a pack mule123!455!26!789!4G2H9?!/2G937:2>!/I4>!B:!789!4>:J93C on a gold mining expedition. AND REMEMBER .....A word to the wise ain’t necessary­­— Of course, they! are the ones who complain about the lack it’s the stupid ones that need the advice. Bill Cosby D#!?3=!#%,!5#-+!,#=)$<!9)//!E)-$!F%-,#3<!G@2+C!H1+-)>34!HI9+-<!),!JKJLMMKLNOPQ of overhead storage space while holding up fifty other passengers standing behind them.


! "#!$#%&! '! '! '! '! '!


()*+!,-#%./+!0++1234!5)-0+,67! 8)3,!,#!)99+66!5)3$!5#-+!5)-0+,67! :6!)3!)4+39$!#;3+-<!;)3,!,#!61+3=!/+66!>5+!#3!)=52326,-)>#3!.%,!9#3>3%+!,#!#;3!$#%-!.##07 8)3,!,#!6+//!$#%-!)4+39$7 8)3,!5#-+!9#3626,+39$!23!+)-32346<!239/%=234!1-#?,!6@)-2347

! !!!!!123!455!26!789:9!;<9:=2>:?!/#@%/&"#,!/A-,!B:!789!-,"0%/C !D#!?3=!#%,!5#-+!,#=)$<!9)//!E)-$!F%-,#3<!G@2+C!H1+-)>34!HI9+-<!),!JKJLMMKLNOPQL ://!9)//6!;2//!.+!0+1,!23!,@+!6,-29,+6,!9#3?=+39+L 4 july 13


Your customers deserve a

Silver Lining.


When something happens to your customer’s home, car, or business, it may not be a disaster. But no matter what it is, your customers always deserve fast and fair service from their insurance company. West Bend provides a Silver Lining, no matter what the claim may be. When the scoreboard at the Panther’s little league field was struck by lightning, it was important to get it fixed in time for the championship game. So that’s just what we did. Sometimes little things mean a lot. And every day, when something bad happens to someone, West Bend makes sure our customers experience the Silver Lining. Because the worst brings out our best.®

july 13 5

From the

Boardroom LouAnn Herriges, CIC, CISR — Treasurer, PIA of Wisconsin

PIA Committees Working for You Gone are the days of Jim Anderson of “Father Knows Best”. Believe it or not this long ago television character was a general insurance agent. Somehow we lost the glow that being in insurance was a good job as portrayed by Jim Anderson in this fictional television series. After 42 years in the business I believe it has been a great career choice and I am happy to see that our current President is taking this seriously. This year President Tracy Oestreich has made it a goal to start a “Youth in Insurance Project” which will

information on this brochure and others that are available. Finally, the Public Relations Committee is working on several different youth related projects. The biggest initiative is a brochure that the guidance counselors can distribute to students whether high school or college regarding jobs in insurance including a list of salaries associated with various jobs. Today’s youth really pay attention to the money associated with a job.

promote the insurance industry as a great place to begin a

The Committee is also working on setting up a Resource

lifelong, rewarding career. To aid in this project several of

Center which will include information for agent’s to use

the PIA Committees have been working on projects with our

at local job fairs regarding jobs available in the insurance

younger generations in mind.

industry. A power point is available as well as many hand

First, the YPC Committee! Can you believe that the YPC & PIA of Wisconsin just gave away $25,000 in Scholarship dollars to college and high school students around the

out items. Just contact the PIA office or any Board Member. We would be happy to get what you need for your local school or for interested parties in careers in insurance.

State of Wisconsin. The YPC sent information to all of the

Did you know that as part of your PIA Membership there

Guidance Counselors around Wisconsin advising them of

are PSA (Public Service Announcements) available for your

the PIAW Scholarship along with information regarding

use? A wide variety of Press Releases are also available.

application for the scholarships. Applicants from across

The Press Releases contain quotes that can be customized

the State have applied and the Scholarship winners will

for your agency. They project your professionalism as an

be announced shortly. The YPC will be working on raising

expert on the topic covered by the release. You will want to

money again this year at the YPC Golf Outing at Chula Vista.

customize the ending to show your agency name and contact

Be sure to make a donation to this worthy cause.

information. You can find the Press Releases available on the

The Agent’s Service Committee has worked on a brochure

PIAW Webpage under the Media Tab.

this year titled “Is Your Child Going Away to College”.

With the PIAW State Convention at Chula Vista Resort

This brochure will be s available to be used by member

coming up at the end of the month, I look forward to seeing

agents as a stuffer. Check with the PIA office for more

all of you there!

Attention CICs! Exciting update options. CIC Graduate Ruble Seminar July 18 & 19, 2013 | Hilton Garden Inn – Milwaukee, WI October 3 & 4, 2013 | Marriott Madison West – Middleton, WI 16 WI CE (4 are optional Ethics)

visit or call PIA at 1-800-261-7429 6 july 13

july 13 7


CSR of the Year!

Lindsey Hamielec, CIC, CISR — Account Manager, M3 Insurance Solutions, Inc.

Congratulations Lindsey! The Outstanding CSR of the Year Award is one of the greatest professional honors a customer service representative can receive. It confers recognition of the highest order – an acknowledgement of the recipient’s dedication and ability, commitment and outstanding achievement. Wisconsin’s recipient, Lindsey Hamielec, will go on to compete for the National Outstanding CSR of the Year. Congratulations Lindsey!

“Communication is one of the most important parts of building strong relationships with your clients, companies, and coworkers. Identify and explain the four greatest barriers to effective communication that you face (or have faced) and how you've worked to overcome these barriers.”

Lindsey's WINNING ESSAY: In any relationship, professional or personal, the key to successful communication is through an equal exchange of information. In the business world this means first obtaining valuable information from clients and prospective clients and then offering impactful solutions to meet their unique business needs. Each interaction involves give and take. By learning to communicate more effectively, we are able to build and maintain stronger partnerships externally with our customers and carrier representatives, and internally with members of our sales and service teams within the agency. Proper communication takes effort and skill, and even the most experienced professionals encounter barriers to communication. One such barrier to effective communication is the presentation of material in a manner that is too technical. In the insurance industry we use many complicated and unfamiliar terms to describe insurance coverage and concepts. This can result in inaction on the part of the client due to confusion, misinterpretation, and information overload. Making an effort to present material in a clear, concise manner and to explain coverage in “layman’s” terms helps to minimize this. Some ways to counteract this effect are to include definitions in a proposal and to take the time to explain insurance basics to clients that may not have had a lot of experience delving into what their policies may or may not cover. Not asking the right questions can also act as a hindrance to effective communication. Successful agents and customer service representatives do the research in advance of meeting with prospective clients in order to obtain a better understanding of what their businesses truly consist of. Having the proper depth of knowledge of each client allows

us to properly analyze the potential risks and in turn offer customized solutions to insure those risks. This means going beyond a basic understanding of what risks businesses are facing. We must build a foundation of knowledge specific to each customer and specific to each industry with which our customers are associated. Without this foundation, we would be hard-pressed to come up with the appropriate questions to ask when assessing our clients’ very specific needs. Seeking out industry specific continuing education courses, attending loss control inspections for similar businesses, and getting involved with applicable trade associations can help us obtain an enhanced understanding of the specific client and industry, making us better equipped to ask the right questions when determining coverage needs. A lack of overall preparation and organization can also bar effective communication. As licensed professionals, we owe it to our customers and ourselves to learn as much as possible about our area of specialization, including the finer details of the industry specific products and services offered by our carriers. The more we know about what coverage is available and essential to the types of businesses we provide services for, the more prepared we will be when tasked with customizing insurance packages for our clients. The agency I work for has defined several industry specific practice groups which allow us to narrow our focus to one area of expertise. This type of structure makes it easier for us to communicate with our clients simply because we have become more knowledgeable about the unique aspects of their particular industry. Scheduling regular meetings with clients, carrier representatives, and colleagues, as well as creating clear agendas can also be very useful in maintaining a high level of organization and preparedness. We can take this a step further by providing our clients with a clear (continued on page 10)

8 july 13

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Still Time To Register for

This Amazing Event! July 31- August 2, 2013 Chula Vista, Wisconsin Dells


Richard C. Ewert, CIC, CPCU Daniel A. Keyes President & CEO President/Chairman July 31- August 2, 2013 Partners Mutual Wisconsin Mutual Chula Vista, Wisconsin DellsInsurance Insurance Company


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ine dren 1 ! M e l ld Fre Chi Go / d ino tten Cas ger A n You



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’s PIA Party & ily Saloon & m 6 Fa rs

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“Blackhawk Down” Mission— Moments in History


Keni Thomas US Army Ranger

Oz Pearlman

Breathtaking magic, incredible mind reading, and audience-driven comedy.

July 31- August 2, 2013

Chula Vista, Wisconsin Dells Scott A. Martin, FLMI Rick W. Parks, CPCU President President & CEO Pekin Insurance® Society Insurance

F o r More I nf ormation an d Reg is trati on Op tio n s Vis it w w w . p ia w . o rg or C a ll 1 -8 0 0 - 2july 6 1 - 7134 2 9 .

CSR of the Year (continued from page 8) business plan outlining the tailored services they can expect to receive as well as a timeline of when they can expect to receive them. Another barrier to effective communication is using an improper method of communication. Face to face meetings are critical, but not always feasible. Our clients are busy running their companies, so it is always a good idea to follow up after a phone call or meeting and lay out the key points again. I have found that sending a follow-up email is a very effective way to accomplish this. It also serves as an excellent method of documenting important details regarding discussions around coverage. The key is to keep the information clear and professional, using bullet-points to outline the issues discussed as well as the actions that will be taken to address those issues. Of course, email is not as personal, and sometimes a follow-up phone call is best for a more personal touch. I believe that the most effective communication employs a balance of all three of these

methods of communication: face to face interaction, periodic phone calls, and professionally written emails. Four common barriers to effective communication include: improper presentation of material, not asking the right questions, lack of preparation and organization, and selecting the improper method of communication for the given circumstances. By developing a better understanding of the ways in which proper communication is delivered and received, we are able to more effectively meet the needs of our customers. Communication is ongoing, constant. When in doubt, it never hurts to place another phone call or to send an email to let a client know you are working on solving a problem for them, even if you have not yet determined a solution to that problem. In turn, the client can trust that you will continue to keep them up to date and involved, and they will be more likely to do the same in return, strengthening the valuable partnership that you have worked so hard to build.

2013 Nominees Mary Beth Anzia, CISR Ansay & Associates, LLC

10 july 13

Nancy Roemer, CISR, AAI, AIS Ansay & Associates, LLC

Melissa Schefe Alliance Insurance Centers & SIA of the Great Lakes, LLC

Certified Insurance Service Representative 8 WI CE Credits New Course # 68768

INSURING PERSONAL AUTO EXPOSURES After taking this course, students will be able to more effectively advise customers in the processes of analyzing, obtaining, and modifying personal auto and umbrella policies • Analyze the Personal Auto Policy and Major Endorsements • Owned, Borrowed, and Rented Autos • Determining Who is an Insured

Sept 24 • Green Bay

• Personal Umbrella/Excess Liability

Sept 25 • Brookfield

• Minimizing E&O Exposures

Course Instructor Denise Semrow CIC, CISR, ASI SECURA Insurance

$145 Per Course


Instruction 8:00 a.m. – 3:45 p.m. Group Lunch 12:00 p.m. – 12:45 p.m. Optional Exam 4:15 p.m. – 5:15 p.m.

Register at or call 800-261-7429

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For more information call Mike Sabourin 866-789-9712 july 13 11


Nominations Committee Report The annual meeting of the Professional Insurance Agents of Wisconsin, Inc. will be held at 11:15am on Thursday, August 1, 2013 at the Chula Vista Resort in Wisconsin Dells, Wisconsin. At that meeting, the Nominations Committee will place the following names in nomination for election to the Board of Directors. In accordance with PIAW procedures, we are publishing photos and a brief biography of each nominee. Nominations will be accepted from the floor at the annual meeting and each nominee will speak on their own behalf prior to the election. Each director will serve a three year term beginning at the installation ceremony that evening. MATT CRANNEY, CIC, M3 Insurance, Inc., Madison, WI. Matt has been in the insurance business for 12 years. He has a Bachelor’s degree from Liverpool University, has attained the CIC designation and has completed 4 of the 5 courses towards the CRM designation. He is a member of the Blackhawk church, a member of the Chamber of Commerce and is in leadership in the Greater Madison organization. Principal companies: Travelers, West Bend Mutual and EMC. Matt has served on the Automation, Public Relations and Education committees. JODI CORDES, CIC, CRM, RC Insurance Services, Inc., Hartland, WI. Jodi has been in the insurance business for 20 years. She attended Winona State University and has attained the CIC and CRM designations. She works with the City of Lake Geneva police department to stay involved with the community. Principal companies: Erie Insurance, Wilson Mutual and West Bend Mutual. Jodi has served on the Education Committee and has served as Chair of the Young Professional, Public Relations and Agent Services Committees. THOMAS BUDZISZ, BWO Insurance Group, LLC, Oak Creek, WI. Tom has been in the insurance business for 32 years. He attended the University of Wisconsin Stevens Point. He is a past Board member of St. Steven the Martyr Lutheran Church, is active in the American Cancer Society Relay For Life and in the Lions youth baseball program. Principal companies: Hanover, ACUITY and West Bend Mutual. Tom has not yet served on committees for PIA of Wisconsin.

PROPOSED BY LAWS CHANGE — NOTICE TO MEMBERS At the Annual Business Meeting on August 1, 2013, a proposed change to the associations By-Laws will be presented to the members for a vote. The purpose of this change is to utilize the knowledge and experience of an Immediate Past President whose term on the Board of Directors has expired. ARTICLE IV – BOARD OF DIRECTORS Adding Section 11 as follows:

12 july 13

In addition to the eleven (11) members of the Board of Directors provided for in the previous sections of this Article and the addition of the elected National Director to the Board as described in Section 10 of this article, an Immediate Past President of the Association whose two full three year terms have been completed shall remain as a member of the Board, with full voting privileges, for the year of their Immediate Past Presidency.



Agents from across the country met with their legislators to discuss issues important to all PIA members Above, Senator Ron Johnson spent considerable time with one of the Wisconsin groups in an informal setting before posing for a group photo.

and consumers.

L/R: Bob Herriges, LouAnn Herriges, Jeff Glass, Senator Johnson, Tracy Oestreich and Ron Von Haden.

PIA is respected as an honest and knowledgeable authority on insurance issues and is welcomed into legislative offices.

Representative Paul Ryan was all smiles when he met with the Wisconsin group.

PIAW National Director Dennis Kuhnke proudly accepts the Presidents Challenge plaque to recognize PIA of Wisconsin for contributions to the national political action fund, PIAPAC, by 100% of the Wisconsin Board of Directors.

Certified Insurance Service Representative Open to Anyone!

8 WI CE Credits (1 is Ethics) New Course #68690


This course will help you become an indispensable team player. As you work with colleagues and customers, you will do so with enhanced self-assurance and a greater understanding of the dynamics within insurance organizations. How agencies operate is essential training for both insurance agency and company personnel. • Legal & Ethical Requirements • The Insurance Agency • The Insurance Industry and Marketplace • Communication • Agency Workflow • Account Management • Errors & Omissions

CLASS SCHEDULE Course Instructor

John Dismukes CIC, CPCU, AAI, AIS

Instruction 8:00 a.m. – 3:45 p.m. Group Lunch 12:00 p.m. – 12:45 p.m. Optional Exam 4:15 p.m. – 5:15 p.m.

September 10


$145 Per Course Register at or call 800-261-7429

july 13 13

OCI Administrative

Actions Ted Nickel â&#x20AC;&#x201D; Commissioner of the Office of Insurance

Madison, WIâ&#x20AC;&#x201D;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 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.



Actions Against Agents

Jennifer L. Anderson, 5210 Milwaukee St., Madison, WI 53714, agreed to the denial of her application for an insurance license for 60 days. This action was taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct and having a history of unpaid civil money judgments. Tyler J. Berenz, 1574 Citation Ln., Neenah, WI 54956, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines licensure. Ricky Lee Bergmann, N850 Walton Rd., Watertown, WI 53098, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to complete prelicensing education before taking the state examination. Roland D. Denman, 19185 Thomson Dr., Unit 201, Brookfield, WI 53045, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due. Bradley S. Evans, 12667 Bonaventure Ave., Carmel, IN 46032, agreed to the denial of his application for an insurance license for 15 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Indiana on a licensing application. Jeremy S. Fisher, 1318 Sunset Ct., La Crosse, WI 54601, agreed to pay a forfeiture of $1,000.00 and agreed to cease and desist from future violations of Wisconsin insurance law. These actions were taken based on allegations of obtaining a personal loan from a customer in violation of s. Ins 6.60 (2) (a), Wis. Adm. Code. Brennon J. Garthwait, 411 Washington St., Fort Atkinson,

WI 53538, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide information regarding a pending criminal charge. George Alphonse Khilla, 6045 Beck Ave., North Hollywood, CA 91606, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application. Robert A. Lecker, 217 Henes Park Dr., Menominee, MI 49858, had his application for a nonresident insurance license denied for 31 days. This action was taken based on allegations of failing to disclose criminal charges while licensed as a resident of Wisconsin. Patrick R. Loritz, 2621 University Ave., Apt. 9, Green Bay, WI 54311, had his application for an insurance license denied for 15 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application. Matthew Andrea Malone, 3600 Bob O Link Ave., Wausau, WI 54401, agreed to the denial of his application for an insurance license for 90 days. This action was taken based on allegations of having administrative actions taken by the states of Pennsylvania and Ohio, having a history of unsatisfied civil money judgments, and having a history of state income tax delinquency. Quentin Menal, 2125 W. Kilbourn Ave., Apt.11, Milwaukee, WI 53233, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to submit to a required fingerprinting background check. Joseph M. Milbauer, 149 Hillside Ave., Berkeley Heights, NJ 07922, had his application for an insurance license denied. This action was taken based on allegations of failing [continued on page 26]

14 JULY 13

WISCONSIN PIA IS A PROUD SPONSOR OF THE CPIA DESIGNATION PROGRAM The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Participants leave with ideas that will produce increased sales results immediately. In fact, The Insurance Success Seminars 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!

To maintain the CPIA designation, CPIA’s must fulfill an update every two years by attending an Agency Management Boot Camp, or attend one of the core Insurance Success Seminars, or attend a Pro-to-Pro Retreat, or maintain an active membership in the AIMS Society.

The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals.

You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits.

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 errors and omissions including policy review and delivery, endorsements, claims-processing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

CPIA CPIA11 - November 9, 2011 Radisson Fall 2012 Paper Valley Hotel Appleton, WI Dates to be Announced

CPIA 3 – September 11, 2013 Kelmann Corporation CPIA 2 - February 15, 2012 Wauwatosa, WI Marriott Madison West Middleton, WI

CPIA 3 - August 1, 2012 Grand Geneva Resort Lake Geneva, WI

Course Schedule 8:30 a.m. - 4:30 p.m.

8:30 – 4:30 Lunchp.m. On Your Own 12:00 p.m. - 12:45 p.m. Fee per Seminar: Fee PerRegistration Course (does not include lunch): PIA Member $155.00 / Non Member $190 Includes Materials, Coffee in the AM & Soda in the PM at > PIA Member $155.00 or call PIA at 1-800-261-7429 Register > Non Member $190.00 Register at or call PIA at 1-800-261-7429

july 13 15

News from PIA National's chief Federal lobbysit By Mike Becker

Agent Commission


on the table

16 july 13

News from PIA National's Chief Federal Lobbyist With the implementation of the Affordable Care Act (ACA) moving forward, insurance agent commissions continue to take hits. While the road ahead is long, help may be on the way. Legislation is back in Congress that will curb the negative effect the ACA is having on agent compensation. What’s the Problem? When the ACA was signed over three years ago, the law included a provision that set new requirements for insurer’s medical loss ratios (MLR) with the intent that insurers should pay more of the premium dollar on medical expenses. Insurers must now spend no more than 15%-20% of group premiums on administrative costs, forcing many companies to tighten their belts to comply with the new law. This domino effect has led to insurers’ drastically cutting agent commission, stating that there isn’t room left in their administrative cost constraints to pay agents. It’s important to note that commissions really aren’t an insurance company expense; consumers pay the commissions via their premium payment and insurers pass the commission through to the agent. But now, agent commissions are being treated as administrative expenses and as a result many agents have seen compensation cuts as high as 50%, while others have chosen to leave the health market altogether. Federal regulators had the opportunity to rectify this problem, but opted against removing agent compensation from the MLR calculations. This has led organizations like PIA to invoke the help of Congress, which can supersede the actions of federal regulators. In 2011, at the beginning of a two-year Congress, legislation was introduced in the U.S. House of Representatives that would have kept agent commissions outside of the MLR cost calculations. This legislative solution would have restored fair pay to agents. While the U.S. Senate introduced similar legislation, a government analysis of the House bill said it would cost $1.1 billion between 2013-2022 to implement the legislation.

CBO Review The Congressional Budget Office (CBO) reviewed the legislation and stated that it would cost the federal government $1.1 billion over a ten year period. Among their concerns was that the legislation would initially increase premiums by 0.2%, then by 0.1% in the long run. Agents provide invaluable insight, counsel, and analysis to consumers as they review their coverage options and this would be a small price to pay for the value consumers receive. CBO also stated that the increased premium would cause the federal government to raise their level of subsidy assistance to help low-income individuals afford coverage. The stated intent of the ACA is to increase coverage at an affordable

rate, which is laudable, but we believe it should not be accomplished on the backs of independent agents. Increasing coverage options and fairly compensating independent agents are two different issues and there is no need for CBO to directly connect them. When CBO was conducting their analysis of the House bill, which would have exempted “remuneration” from MLR calculations, they focused on how “remuneration” was defined. As defined in the House bill, “remuneration” meant “compensation paid by or accrued from an insurance issuer or health plan for services rendered under contractual agreement which may include fees, commissions, or rebates.” CBO broadly interpreted this and included all forms of compensation, which is how they justified such a negative financial impact on the federal government. Despite the list of hundreds of U.S. Congressmen that co-sponsored the legislation last year, the CBO analysis essentially eliminated the possibility of the legislation moving forward.

A Revival Earlier this spring, Senators Mary Landrieu (D-LA), Johnny Isakson (R-GA), and Mark Begich (D-AK) re-introduced the MLR legislation into the U.S. Senate. This was a big step forward in the new Congress and set the stage for the House to act. In early June the House did act by introducing their new MLR legislation, HR 2328. The new House legislation uses a different, narrower definition of “remuneration” which is one reason PIA is cautiously optimistic that Congress can still fix this flaw. By narrowing the legislation to exclude production bonuses from the definition of remuneration (and thus exclude production bonuses from the MLR exemption), PIA and congressional staff are hopeful that the legislation will fare better in another financial impact analysis by the CBO. The bottom line is that agents are key to the healthcare market. If the federal government doesn’t allow agents to participate fully or eliminates the ability of an agent to earn fair and just compensation, consumers will unnecessarily spend more time and money in an increasingly complex market. PIA is committed to this commonsense solution.


Mike Becker is Vice President of Federal Affairs for the National Association of Professional Insurance Agents. He can be reached at july 13 17

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Register your key business clients, your client’s attorneys, CPAs and human resource personnel. National expert, Jerry Rhinehart, CIC, CLU, ChFC, RHU, will address the following questions and much more! • • • Delete text and place photo here.

• • •


4 WI CE Credits, Course # 68070 8:00 – 11:45 a.m.

How will the Affordable Care Act affect me, my family and my business? What will a health insurance plan look like in 2014? What will it cover and for what policy limits? Are there taxes, fees and penalties that may impact me and a business? As a business owner do I have to provide health insurance for my employees? What might happen to a business owner if they provide a plan now but stop in 2014? Is it possible to have a penalty even if a high quality health insurance plan is provided to the employees? Will income paid to employees impact potential penalties that could be levied on the business owner? I have heard a lot of conversation about the “Exchange”, what it is and how might if effect me?

JULY 16 Wisconsin Mutual – Madison PIA Members and Guests $65 each Non Members and Guests $90 each Fee includes continental breakfast & program. *************************One form per insurance industry attendee please, plus non-licensed guest/s.*************************** ______July


Total Amount Enclosed $________

Full Name_____________________________________________Nick Name ____________________________ Agency/Company ____________________________________________________________________________ Address__________________________________________City_______________State__________Zip _______ Phone__________________________________Cell or After Hours ____________________________________ Email___________________________________________WI License Number __________________________ Guest Name/s(non insurance)____________________ ______________________ ________________________ _____Check Payable to PIA

_____ M/C

_____ Visa

_____ AMEX _____ DIS

Card #_______________________________________________________ Exp. Date ______________________ Return to: PIAW, 6401 Odana Rd., Madison, WI 53719 Fax: 608-274-8195 Register online Confirmation will be emailed upon receipt of registration. No refunds without 7 days notice, substitutions only. Call PIA for assistance. 1-800-261-7429 20 july 13




If you’re looking to jump start a new career or make more with the one you are in, education is your best investment. Now, more than ever, it is important to invest in your greatest assets—yourself and your people. According to The National Alliance Producer Profile, commercial lines producers with the Certified Insurance Counselor (CIC) designation earn 30% more than those without the designation. To learn more about the CIC Program, call or visit us on the web.

The most successful training programs for insurance professionals

Register at or call 1-800-261-7429

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits agency management


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Approved for Utica E&O Premium Discount! • the agency as an organization • human resources Dennis Stone, CIC, CPCU, CLU • managing and sustaining financial strength • agency productivity and effectiveness Rebecca Lathrop, CIC • legal & ethical responsibilities John Dismukes Jr., CIC, CPCU, AAI, AIS

WI CE Course # 66243 Includes 4 WI Ethics Credits!

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july 13 21

22 july 13

How Mo b ilit y

is transforming the of Insurance


By Harry Snyder

Agencies need to live up to clients' 24/7 expectations.


There is no doubt that mobile technology has transformed the way relationships are managed and business is transacted. With 29 percent of U.S. adults owning a tablet or e-reader1 and 13 percent of Internet traffic from mobile devices,2 this form of interaction and communication is here to stay and will continue to expand its reach across all businesses and industries. While the insurance industry has been conservative in its adoption of leading-edge technology, there are a few major factors that impact a change in mindset for the insurance industry. Twenty or 30 years ago a professional, independent insurance agentâ&#x20AC;&#x2122;s job involved sitting at a desk with pen and paper. There was little threat of losing business to larger direct insurers with shinier technology. The life of the insurance agent has changed rapidly in the last decade with the evolution of technology. Outside of the evolution of technology, is the transition in the work force with the retiring baby-boomer generation and the incoming millennials. With the culture moving toward people who want their products yesterday and available all the time, there also is the new customer expectation of demanding service capabilities be available 24/7. Forty years ago, the top concern for a new insurance agent recruit may have been compensation and pension. Today, the top talent looks for the latest gadget that will make them more productive, but also help them attract a new class of clientele in the Generation X or younger buying class that associates cutting-edge technology with a best-inclass company with which they want to do business. In fact, there are increasing numbers of new workers who want to carry one device for personal and business use (also called: bring-your-own-device). In addition, there has been a shift in the socioeconomic profile of many target prospects and more diverse specialty lines of business that demand the insurance agent of the 21st century be more knowledgeable, personable and accessible.

Fortunately, technology already has begun to bridge some of these gaps in things like online gaming, social networking and mobility. Now is the time for insurance agencies to determine how they can leverage the conveniences these types of technologies provide effectively to enhance the end-client experience to sell product, which at the end of the day is what business has been doing since the first lemonade stand opened. While online gaming and social networking are hot technologies, mobility is the tool that stands to make the most measurable impact on the business of insurance. According to our user data, we have found that more than 80 percent of producers who are Vertafore customers carry an iPad when visiting customers. A recent survey of insurance agencies and carriers conducted by Vertafore, ACORD and Ovum, revealed that 40 percent of those surveyed want to use mobility to meet the expectations of their producers who use mobile devices. This is a narrow approach because they are neglecting to pay attention to the previously mentioned trends.

Meet clientsâ&#x20AC;&#x2122; needs What can (and should) insurance agencies do to not only empower producers, but meet client needs? To start they need to look at what the end-client wants and also what he or she may get from the competition, including: convenience of service; best value for the money; and dependability of the agency/agent. While mobility cannot improve the price of an insurance policy a client must purchase, it can impact consumer expectations of convenience and dependability (available through mobile apps), which can help professional, independent insurance agencies compete (especially with direct writers). [continued on page 24] july 13 23

How Mobility . . . [continued from page 23] Clients expect to file an insurance claim, look up their certificate of insurance, view their auto insurance card and other functions when it is convenient for them. Once you take note of what the end-client wants, then it is time to evaluate your agency operations to determine the gaps to meet client needs. After doing so, it will boil down to access to key client and insurance information. The good news is some agencies have begun to do this and are looking to technology to help them close this gap. However, they are leveraging generic solutions that are taking a software product designed only for a desktop or laptop and trying to have the same productivity as you would expect from a native smart-phone application that is designed specifically for a mobile user. What this translates into is an inefficient mobile producer who is wasting time culling through irrelevant and difficult information. Once an agency completes the pre-work involved with determining the viability of mobile technology. It is time for it to seek a technology partner that has the same target in mind—meeting customer needs as efficiently as possible. An agency needs to be careful in selecting a technology partner that is just that, a partner thinking holistically about the agency’s needs not about making the sale of a desktop app stuffed in a tablet. The mobile solution whether it is built as a native app or as an HTML5 application, must be designed specifically for the needs of the producer, underwriter, principal or other job functions needed to meet client needs. The solution’s user interface also needs to be designed to work well on the plethora of smart phones, phablets and tablets on the market today.

Other considerations What else matters beyond satisfying the top-of-mind client need? No matter the coolness of the device or the functionality of the app, there is one thing all consumers will not tolerate—identity theft. The compromise of financial information is not only a deal-breaker for an existing client, it can have legal implications, and you can forget about positive word-of-mouth for the agent and agency. Most consumers can access their bank accounts on a mobile device, so they are used to an assurance that there are security measures on the

24 july 13

backbone of the application. The same must be true of any mobile insurance application that an agent uses. Agencies must make it a top priority to ask the technology vendor about its security infrastructure and data architecture to make sure customer data is secure. If the vendor says that consumer data stored on a mobile device is unencrypted, that is not the application for you. Also, what happens if a producer leaves the agency? Do you want the producer to be able to take client data with him or her on a mobile device? The mobile application should connect to a core server that has security protocols in place, where client data can be controlled from the home office in the event that a mobile device is lost or stolen or an agency needs to restrict access to a former employee.

Technology will continue to evolve Hopefully, you can understand the need for mobile technology and the major considerations agencies and insurance agents need to think about when meeting client needs. Like the Internet has evolved, so will mobility into things like augmented reality glasses, bendable screens, 3D visualization, haptic feedback, new forms of inputting data and ubiquitous connectivity. As the insurance-buying class expands with millennials, social media will no doubt play a role in how you market to and communicate with your clients via mobile devices. No matter the technology, professional, independent insurance agencies and technology vendors need to look at the needs of the client and the needs of the user to better service, sell and advise the end-client. A technology vendor will not tell you how to sell insurance, but it should equip you with the tools and best practices to be successful anytime and anywhere. Snyder is vice president of mobility & innovation at Vertafore and focuses on the development of new SaaS mobile products for insurance professionals. n 1

Pew Internet study, 2012,


StatCounter Global Stats, November 2012,

*Reprinted with permission from PIA Management Services Inc.

Attention Utica E&O Policy Holders:

Selling Your Home? Check out what's on the market first.

The following PIAW education classes are approved for Utica’s premium discount.

Before you put your house on the market, take the time to do a little snooping on your neighbors. Visiting a few open houses in your neighborhood can give you a better idea of what your home is worth and can highlight needed improvements.

Please contact Darcy at PIA for details. 1-800-261-7429 or • Any CIC Update

If two or three houses on your block have recently redone their roofs or siding, for example, you probably should put that toward the top of your list so your home doesn't suffer from comparison once you start listing it. Visiting open houses also gives you the chance to meet and talk to real estate agents. You might meet someone with the experience and personality you want to work with and you'll get a sense of his or her talent for sales.

• CIC Agency Management • CISR Agency Operations • Dynamics of Service • PIAW Ethics and E&O Seminars • PIAW Conducted In-House Seminars

Education Schedule: or 1-800-261-7429

Through a new partnership with Vertafore, PIAW is offering FREE access to Sircon online licensing and continuing education management services. Login to: and get started today! USING SIRCON SERVICES, YOU CAN: • APPLY FOR A LICENSE • RENEW YOUR LICENSE • LOOK UP AVAILABLE COURSES • CHECK LICENSE RENEWAL STATUS • CHECK LICENSE APPLICATION STATUS • REQUEST A LETTER OF CERTIFICATION CERTIFI • UPDATE YOUR NAME OR ADDRESS • FIND YOUR LICENSE NUMBER/NPN • CHECK YOUR STATUS WITH A STATE • MAINTAIN YOUR FIRM ASSOCIATION • UPDATE YOUR ADDRESS • UPDATE YOUR EMAIL ADDRESS • PRINT YOUR LICENSE © 2011 Vertafore, Inc. Vertafore, the Vertafore logo and design, Unleash your potential, and the Vertafore trademarks listed are owned by Vertafore, Inc.

From the friendly voices of our customer service staff to the personal visits by our marketing managers and underwriters, to the promptness of our claims adjusters, we are told time and again …

Our people set us apart. For information about becoming a Partners Mutual Insurance Agent please contact Lyn Schumann at 262.432.3430 or

Where Better Service Matters | Since 1931 july 13 25

Administravie Actions [continued from page 14] to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines licensure.

based on allegations of failing to pay Wisconsin delinquent taxes due.

William W. Montchal, 9817 McWilliams Dr., Johnston, IA 50131, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide proof of resident state licensing.

Nanette N. Vorath, 4122 N. 70th St., Milwaukee, WI 53216, appealed the denial of her application for an insurance license. The denial was based on allegations of a criminal conviction that may be substantially related to insurance marketing type conduct. An administrative hearing was held and the Commissioner ruled that, although there were sufficient grounds to deny the application, the applicant demonstrated sufficient competence and trustworthiness to be granted an insurance intermediary license.

Barry Alan Olson, 317 Bridge St., PO Box 355, Rockton, IL 60172, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Illinois on a licensing application. Jordan K. Powers, 2581 Smiths Crossing, Apt. 103, Sun Prairie, WI 53590, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct. Sheila M. Schaller, N169 W19865 Chestnut Ct., Apt. 6, Jackson, WI 53037, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions which may be substantially related to insurance marketing type conduct and having unpaid civil judgments. Armen Tovmasyan, 14614 Burbank Blvd., Unit 311, Sherman Oaks, CA 91411, had his application for an insurance license denied for 15 days. This action was taken based on allegations of failing to disclose an administrative action on a licensing application. Bridgette A. Veasley, 5010 Raymond Rd., Madison, WI 53711, had her insurance license revoked. This action was taken



Conseco Life Ins. Co., 11825 N. Pennsylvania St., Carmel, IN 46032, was ordered to pay a forfeiture of $8,878.03 and enact

26 july 13


Jessica B. Witt, W6353 Oakwood Dr., Fond du Lac, WI 54937, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct; being involved in a lawsuit or arbitration involving allegations of fraud, misrepresentation, misappropriation, or breach of fiduciary duty; and having unpaid civil money judgments. Judith Anne Woodcock, 452 Old Cemetery Rd., River Falls, WI 54022, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes due.

Actions Against Companies

Auto Club Insurance Association, One Auto Club Dr., Dearborn, MI 48126, was ordered to pay a forfeiture of $500.00 and was ordered to comply with an examination order related to claims handling practices. These actions were taken based on allegations of failing to comply with previous examination orders.


Andrea M. Winscher, 400 Austin St., Sparta, WI 54656, had her application for an insurance license denied. This action was taken based on allegations of being involved in a lawsuit or arbitration involving allegations of fraud, misrepresentation, misappropriation, or breach of fiduciary duty; having criminal convictions substantially related to insurance marketing type conduct; and failing to pay a child support arrearage.

certain market reforms as part of a Multi-State Settlement agreement. Mack Camera & Video Service, 200 Morris Ave., Springfield, NJ 07081, was ordered to pay a forfeiture of $1,000.00, cease and desist conducting a warranty business, and provide proof of financial security. This action was taken based on allegations of conducting an insurance business without proper authority.

I finally know what distinguishes man from other beasts: financial worries. â&#x20AC;&#x201D;Jules Renard

O n -L i n e E d u c a t i o n On-Line educatiOn OppOrtunities thrOugh piaW

OpenFor to Anyone & Everyone ! The New Employee (MERG) – no CE


F o rEmployee T h e N Orientation ew Employee (MERG) - NO New Agency • N e w Service Agency Employee Orientation Delivering Quality Open • Delivering Quality Service Personal Lines Coverage Basics • Personal Lines Coverage Basics tO Commercial• Lines C o m mCoverage e r c i a l L i nBasics es Coverage Basics P r ePre-Licensing -Licensing

• Insurance, Securities


• Insurance Willia m T. Hold Se min a r s – 4 WI C E • Securities



• • • •

• Variety of 12 Topics

William T. Hold Seminars – 4 WI CE

F l o• oVariety d – 4ofW I CE Topics E t hFlood i c s – –4 WI4CEW I C E • NFIP Approved CIS R OnLine – 8 WI CE

•Ethics Comm r c iCE al Casualty I – 4e WI • Commercial Casualty II • Elements of Risk Management CISR•OnLine L i f e –& 8HWI e aCE lth Essentials • Insuring • I n s uPersonal r i n g C o mResidential m e r c i a l P r Property operty • Insuring Personal Auto • I n s u r a n c e P e r s o n Exposures al Residential Property • I n s uCommercial r i n g P e r s o nProperty al Auto Exposures • Insuring • P e r sCommercial o n a l L i n e s Casualty M i s c e l l a nExposures eous • Insuring • Agency Operations • Agency Operations Webinars (Insurance Community Center) • 2-4 WI CE, No Exam For more information and registration visit or call (800) 261•7429.


For more information and registration visit or call (800) 261-7429 MARCH 12 21

july 13 27


PIA of Wisconsin


All Risk Insurance Janesville, WI Alternative Risk Resources, LLC Brookfield, WI Asset Strategies Inc. Waukesha, WI Avid Risk Solutions Madison, WI Cirilli Ins Agency Superior, WI Doggett Insurance Agency LLC West Allis, WI Icon Insurance Service Corp Oconomowoc, WI National CU Services, Inc. A.K.A. Financial Insurance Admi. Madison, WI

Ozaukee Insurance Services Inc. d/b/a George M. Eger Benefit Plans Saukville, WI P L Baldwin Agency, LLC Wauwatosa, WI

The Kerschner Group Waukesha, WI The Murphy Insurance Group Waunakee, WI

Phyllis Clark Insurance Agency Clear Lake, WI

Tony Lauer Agency Hortonville, WI

Rob White Insuranc e Assoc. Madison, WI

William R. Torhorst & Associates Oregon, WI

Ronald R. Leeser Agency Lancaster, WI


Russ Roesler Agency Elkhorn, WI

FirstComp Omaha, NE

Smith Ins. Agency/David R. Smith Mt. Hope, WI Telfer Insurance Agency, LLC Monona, WI

Help us collect backpacks and school supplies for low income children in our community.

The Insurance Agency, Inc. Monroe, WI


Capital Premium Financing Draper, UT

we need your


We kicked-off the SchooKits for Kids program to bring school supplies to low-income children in your community. We are asking you to post information about the program on your website and Facebook pages, and also send a press release to your local newspaper. We have posted suggested content and a press release on the PIAW website We would also ask you to “Like” the Wisconsin Salvation Army to help promote the program. If you don’t recall receiving

Drop off your donations here! 28 july 13

information about the program or have questions, email for more information.


It still takes 5 courses to earn a CISR designation but now you have the flexibility of 9 course options. This allows you to focus on what’s important to you. We understand not everyone learns the same way or even at the same pace, so we offer courses in the classroom, online and in-house. Find out how CISR can improve your 9 to 5. Call or visit us on the web today.

• • • • • • • • •

Commercial Casualty I Commercial Casualty II Insuring Commercial Property Insuring Personal Auto Exposures Insuring Personal Residential Property Personal Lines Miscellaneous Agency Operations Elements of Risk Management Life & Health Essentials 1-800-261-7429 july 13 29


Jon Bovee Automation Committee


stopping the scanning Madness

In the last 10 years how many times have you heard, “your agency needs to go paperless”? I think most agencies now understand the many benefits of going paperless and have either implemented or will be implementing strategies to be a paperless agency. Someday my hope is we may have a paper none agency but for now we may be striving for a paper less agency. What I would like to talk to you about today is not the strategies of how to go paperless or its importance, but rather to focus on one aspect of the paperless workflow and that is scanning. Do you remember the days when we thought we were high tech when we would tell people to fax it to me instead of mailing the document? We were pretty proud of ourselves. Then email came along and then we thought we were true techies when we would say, “Just email it to me”. Now we find ourselves in the middle of the Information Age (synonymous with Computer Age or Digital Age) and it is ever challenging to keep up with the new technology. The one technology that has helped us transition from a paper world to the digital world is the scanner. However like the fax, the scanner is slowly being replaced by other means of digital communication. Like with many new technologies, some of us grabbed onto scanning with too tight of a grip. We are a like tee ball baseball player running down first base-line with the bat still in our hand. The scanner still has its use in the agency, but far too many agencies overuse it to the point of reducing productivity. To help reduce the overuse of the scanner and stopping the scanning madness please review some of the paperless workflow questions below.

• Ask yourself whether or not you need to print or save the document and if it is accessible on the company website? Many agencies have eliminated storing files that are already stored on company websites like DEC pages; thus eliminating the clerical work of printing, scanning, or even saving the files to their computers systems. The agencies feel that companies are bound by the same laws on data storage as they are so they place their trust in the companies to store that data. • If you decide you want to save the files onto your system, ask the question whether or not I need to print the document and then scan it? Most companies have policy documents online and they are already in digital format like a PDF file 30 july 13

(Adobe file). Printing a document then scanning is a waste of time as your will get the same result as if you just saved it to your computer. Matter of fact, if you print the document, Scan it, and then save the document it will often increase the size of the file thus taking up more room on your server. • If you remember and learn one thing from this article on Scanning I would like you to remember this statement and it may surprise some of you. “If you can print it, you do not need to scan it!” There is software you can install that acts like a printer, but when you print to it instead of printing a piece of paper it turns the document into a PDF (Adobe file). You do the exact same steps as you would if you print but when print job is performed it asks you to save the PDF instead of spitting out a piece of paper. You can buy software like Adobe Writer (not Adobe Reader that is free for all) and that will have the print PDF function and many more advanced functions like creating Agency Forms that you can use in your agency. If you do not need the advanced feature there is a large assortment of free PDF converter software that a simple Google search on PDF converter will display for you. Examples of a few PDF converters that I have seen in agencies are PDF Factory Pro, PDFCreator, CutePDF, and pdf995. Talk to your colleges or your tech support person and ask them what they recommend. If you are using any kind of document managing software it often comes with a PDF converter. As a matter of fact, sometimes the converter comes with the scanning software you installed. • Lastly you need to ask yourself, when do I need to scan the document? The answer should be, only when the only copy of the document is a piece of paper. One exception to this rule is if you need to print a form to get signed and then you scan that document to put in your files. However; with many states excepting e-signatures or digital signatures the need to print a document to get signed may be soon a thing of the past. Scanners have helped us transition into the digital paperless world but remember like with any new technologies there comes a time where the new technology becomes old and our dependency on it should decrease. We are not ready to remove the need for the scanner all together, but the next time you are tempted to scan a document take a moment to ask yourself if you really need to. Together we can stop the scanning madness. n

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july 13 31

You Can Lead through


32 july 13


Steps to Help Your Staff Adapt


By Chuck Inman

“Are you kidding me? Weekly Meetings!” Riley was ques-

differently, which will disrupt the current way of doing

tioning why Clint, his boss, is requesting weekly staff meet-

things. We aren’t as sure of the outcomes of our work in

ings instead of the longstanding monthly meetings. “Is this

the Action phase.

the beginning of a new form of micromanagement? Why do we have to change now?” Riley asks himself. “It’s such a burden with no apparent benefit.”

• Finally we move into the New phase, which is the final stage of crystallizing our thoughts and adaptation of ownership to the new change. The New phase is where

Clint notices Riley’s questioning response about the weekly

we will be working in the future. We have questions as

meetings. The weekly meetings are part of the changes com-

we enter this New phase:

ing to the department. If the team didn’t meet weekly, they

* Will we be recognized for our contributions?

would struggle implementing the new software for customer relationship management. Clint needs Riley on board with this change. If Riley would be supportive, it would help management gain support from the rest of the team with this new software. “If only there was a way to get my team to be more nimble when it comes to change,” Clint muses as he walks out of the office at the end of another long day.

* Will we have the ability to provide input and have a share of voice? * Will we be able to provide value and be flexible? Here are four key steps that will help people move through the three key phases of change. 1. Create a clear view — Explain why the change is taking place. Understand where you are going and why it is impor-

Change—it has amazing stopping power, doesn’t it? The

tant for the team to reach the destination. Be able to articu-

very mention of change will get people digging their heels

late clearly so members of your team understand the reason

in to protect how they currently do business.

for the change. Also explain the value of their role in this

When we undergo change there are three basic phases

change process.

involved. Each one has an effect on our ability to make the

2. Move quickly — One of the success strategies for nim-

change successful.

bly moving through change is to get to the New phase as

• The Current phase is our comfort zone where we perform our day-to-day activities with confidence. We understand the workflow processes, how to multitask and anticipate the pace of the work. Our sense of worth, productivity, value and status are recognized from being competent in our role in this phase. • Next is the Action phase where we begin to develop new

quickly as possible. Get started by moving through the Action phase and find a footing in this New phase where you can begin to experiment with new processes. Look at the resources and skills you are bringing with you to assist in this change process. Your problem solving, analytical, and time management skills are all tools that will help with the change. Recognize some things will be ending, some will be continuing and some will be new because of the change.

behaviors, values and attitudes. We are now being asked

When you can identify those items it takes the fear of the

and asking employees to look at performing our work

unknown away. [continued on page 34] july 13 33

Lead through Change . . . [continued from page 33] 3. Communicate continuously — Don’t assume because you told people once they fully understand the reason and process for change. Communicate consistently and often. Use different media. Don’t assume an e-mail or website will be read and all questions will be answered. Regularly ask for feedback on what’s working and what’s not working. Ask members of your team to describe back to you the reason for change and why it is important. This will enable you to determine if they understand why the change is taking place. Continue this exercise throughout the phases of change as reinforcement. 4. Recognize early achievements — Try to attain small victories and accomplishments early and celebrate these small wins quickly. Don’t wait for monthly or quarterly reviews. Recognize the accomplishments on a weekly or even daily basis for some milestones. Give credit where credit is due. You build value and show yourself and others they have the ability to act and make progress in the change process. Clint sat down with Riley and discussed the importance

34 july 13

of changing to weekly meetings. He explained the weekly meetings would provide Riley and his team more focus, accountability and empowerment implementing the new software program. Instead of micromanagement, it would allow them to establish credibility quickly and be more productive moving through the change process. Once Riley understood the reason behind the weekly meetings and their importance, he accepted the change. When you understand the three phases of change and how to navigate through them, then you CAN be successful in moving through change to reach your objectives. n Chuck Inman is a leadership and emotional intelligence specialist. He is a keynote speaker, trainer, coach and founder of Crystal Clear Motivation, LLC. His leading edge keynote “Nimble – how to lead above the turmoil of change” is a dynamic program that addresses key challenges dealing with change in today’s world. He has traveled globally and presented his programs to people from over 40 different countries. To find out more information about Chuck and his programs please visit


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july 13 35

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Vacation Time: Don't go broke when you go away

snacks. Bring along a few bottles of water, and resist the impulse to buy an overpriced soda. •

prices widely. Check out fees that may not be obvious, like

Summer is here , and if you haven't planned your vacation

airline fees for checking bags. Look on the internet for deals

yet, it's not too late. You don't even have to spend a lot of money.

and coupons, and don't be afraid to try negotiating for a better rate.

Here are tips for keeping the expenses reasonable when you travel: •

Fly during the week. Airline rates are generally more expen-

BYO cocktails. If you plan to have a drink or two—it's a vaca-

sive over the weekend, so plan your trip from Wednesday to

tion, right?—find a nearby grocery or party store and buy

Wednesday (for instance) to locate cheaper fares.

your own ingredients instead of paying for drinks at the hotel

Stay close to home. Distant destinations my call to you, but

bar or local tavern.

often you can find worthy locations to visit closer to home— national parks, lively cities, and other good places to explore. •

Do your research. Before making any reservations, compare

Plan some down time. An itinerary keeps you organized, which can save money. But don't pack your trip so full of

Pack your own snacks for the road. Airline food and gas

stops that you end up too rushed and exhausted to enjoy the

station snacks can be expensive (as well as not particularly

experience. Give yourself and your family an afternoon off

healthy). Get into the habit of packing some sandwiches and

now and then to be around the pool or go to a movie.

36 july 13

july 13 37


DIRECTORS Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Jack C. Loyda & Associates, Ltd. 4414 N. Oakland Ave. Shorewood, WI 53211 Phone 414-332-5150 Fax 414-332-7267

Mr. Jeff J. Glass, Vice President A.F. Glass Insurance Agency PO Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544

Mr. John W. Klinzing, CIC Affiliated Ins. Agencies of WI, LLC 3830 Atwood Ave. Madison, WI 53714 Phone 608-310-3924 Fax 608-441-8787

Ms. LouAnn Herriges, CIC, CISR Treasurer Anderson's Insurance Associates 17500 W. Liberty Lane New Berlin, WI 53151 Phone 262-789-8500 Fax 262-754-6038

Mr. Brian MacGillis, CPIA MacGillis Agency, Inc. W3934 County Highway H PO Box 100 Fredonia, WI 53021-0100 Phone 262-790-0000 Fax 262-790-0004

Mr. Rick Clements, LUTCF, MDRT Secretary Clements Ins. Agency, Inc. 317 N. 6th St. Wausau, WI 54402 Phone 715-842-1664 Fax 715-848-3337

Ms. Kathy M. Mulder Nolan Insurance Agency LLC PO Box 238 Brandon, WI 53919 Phone 920-346-2241 Fax 920-346-5600


Mr. Trey Neher, CIC, CISR THZ Insurance Group 420 E. Northland Ave. Appleton, WI 54911 Phone 920-730-0123 Fax 920-833-6870 Mr. Steve Rodgers Premier Insurance Services 400 E. Cedar St Pulaski, WI 54162-8828 Phone 920-822-3695 Fax 920-822-1177 Mr. Dennis Rupers, CIC, CISR Don Rick, Inc. PO Box 465 Portage, WI 53901 Phone 608-742-5548 Fax 608-742-5540 Ms. Kori Sagen Sagen & Associates 1002 1st Center Avenue Brodhead, WI 53520 Phone 608-897-9100 Fax 866-803-5135

STAFF PIA 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 Ronald Von Haden, CIC Executive Vice President Darcy Brown Member Benefits Coordinator Heather Falk, CISR Bookkeeping Mandy Penn Administrative Assistant Becca Prestbroten Special Project Coordinator Brenda Steinbach Education & Convention Director

64 th ANNUAL CONVENTION Wisconsin Dells


CISR AGENCY operations Rothschild (8 WI CE)


CPIA Wauwatosa (7 WI CE)


CIC AGENCY MANAGEMENT Rothschild (20 WI CE, 4 of 20 Ethics)

24, 25

CISR PERSONAL AUTO Green Bay, Brookfield (8 WI CE)




CIC GRADUATE RUBLE Middleton (16 WI CE credits, 4 of 16 are optional Ethics)


Hot Topic/William T. Hold Green Bay (8 WI CE)



3, 4

CISR COMMERCIAL CASUALTY 1 Brookfield, Madison (8 WI CE)

February January 2014 2014

10 ETHICS Milwaukee (4 WI ETHICS CE)

38 july 13

September 2013

November October 2013 2013

December 2013

March 2014

Coming Events

August 2013

Ms. Tracy A. Oestreich, CIC, AU, CPIA President Anderson Ins. Associates, Inc. W177N9856 Rivercrest Dr., Ste. 215 Germantown, WI 53022 Phone 262-789-8500 Fax 262-754-6038




CIC LIFE & HEALTH Middleton (20 WI CE)


CIC GRADUATE RUBLE West Bend (16 WI CE credits, 4 of 16 are optional Ethics)



Have u heard the latest about ACUITY?

YES! Every1 is talking about them : )

See what theyâ&#x20AC;&#x2122;re saying at:

For All That Matters

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Calculate Membership Amount Due:

Part-time employees count as one-half. If count ends in half, drop half. # Owners_________+ # Producers_________+ # Licensed staff_________+ # Unlicensed staff_________= Total Agency Size_______________ DUES SCHEDULE Total Agency Size $Amount Total Agency Size $ Amount 1 335 16 890 2 375 17 930 3 415 18 965 4 450 19 1005 5 490 20 1030 6 525 21 1070 7 570 22 1105 8 605 23 1145 9 640 24 1180 10 675 25 1220 11 710 26 1255 12 750 27 1295 13 780 28 1330 14 815 29 1370 15 855 30 & Over 1400 I certify that the information on this application is true and correct. Signed_______________________________ Dated_______________________

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July 2013 Professional Agent  

July 2013 Professional Agent Magazine

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