Primary Agent - February 2010 - DE Edition

DELAWARE

ALSO IN THIS ISSUE ________________ AgentPAC past, present and future Agency PAC Challenge winner

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Contents

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PRIMARY AGENT MAGAZINE

Election 2010: Looking into the crystal ball Political analysts have long looked to mid-term elections, or ones occurring between presidential elections, to gauge approval and to forecast the coming years. Here, IA&B highlights the most-watched state and federal races.

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AgentPAC builds from 2009 accomplishments, sets goals for 2010 For AgentPAC, IA&B’s statewide political action committee, 2009 was an important year. And 2010 promises to be just as crucial and demanding.

Page 18 Agency staff stands behind AgentPAC

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Health care reform. Federal regulation. Licensing standards. Education requirements. The legislative issues poised to affect independent agents are many. But thanks to the support of the John T. Fretz Insurance Agency and other generous member agencies, IA&B’s political action committee, AgentPAC, is better equipped to protect agents’ interests.

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In every issue Mission Statement Primary Agent delivers ideas to help Insurance Agents & Brokers’ members negotiate their unique position as guardians of trust between insurance consumers and companies while facing the challenges of maintaining a small business. Primary Agent also supports IA&B’s mission to preserve and advocate the American Agency System.

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Chair of the Board’s Message Member FAQ State News New Members Preventing Errors & Omissions Coverage Corner

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IA&B Partners Glance at Events Technology Update Advertisers Index Classified Ads Last & Least

Subscriptions: Non-member price: $2.25 per copy or $15 per year.

All communications for publications, including news, features, advertising copy, cuts, etc., must reach the editor by 1st of month two months prior to publication. Advertising rates furnished upon request.

Address inquiries to: Primary Agent Editor PO Box 2023 Mechanicsburg, PA 17055-0763 Phone (800) 998-9644 or (717) 795-9100 Fax (717) 795-8347 Periodical postage paid at Mechanicsburg, Pa. and additional entry post office.

Postmaster: Send address changes to above address.

Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2010-2) is published monthly by IA&B Service Group Inc., a subsidiary of IA&B.

Copyright 2010. All rights reserved. No material may be reproduced in whole or in part without written consent of the publisher. The information in this publication is general in nature and is not intended to serve as legal, accounting, financial, insurance, investment advisory or other professional advice as to any reader’s particular situation. Users are encouraged to consult with competent legal, financial, insurance, investment advisory and or other professional advisors concerning specific matters before making any decisions and we disclaim any responsibility for any decisions or actions by readers. Statements of fact and opinion in Primary Agent are the responsibility of the authors alone and do not imply an opinion on the part of the officers or the members of the IA&B. Participation in IA&B events, activities and/or publications is available on a non-discriminatory basis and does not reflect IA&B endorsement of the products and/or services.

Board of Directors Officers Kathleen M. Glattly, ChFC, CLU, CPCU Chair of the Board Factoryville, Pa. David Rosenkilde, CIC Vice Chair of the Board Reisterstown, Md. Robert J. “Buc” Cawley, AAI Immediate Past Chair of the Board Wexford, Pa.

Members Norman F. Basso, CPCU York, Pa. Vincent D. “Chip” Boylan Jr., CPCU Rockville, Md. Henry “Butch” Bradley, Jr. Crofton, Md. Timothy P. Burris Thompsontown, Pa. M. Scott Clemens, CIC, CPCU, CLU, ChFC Souderton, Pa. John T. “Chip” Colwell Jr., CIC Corry, Pa. G. Greg Gunn, CIC Lemoyne, Pa. Robert B. Hall, CPCU, CLU, ChFC, ARM, ARM-P West Chester, Pa. Diana M. Hornung-Momot, ACSR Wilmington, Del. Linda A. McCann, AAI, CPCU, CPIW Salisbury, Md. Michael F. McGroarty Sr. Pittsburgh, Pa. Scott C. Rogers, CPIA York, Pa. Susan A. Sallada, CIC** Ft. Washington, Pa. William D. Schneider, CPCU, ARM* Pittsburgh, Pa. Robert A. Walbeck, CIC Homer City, Pa. David B. Wasson Sr., CIC State College, Pa. James M. Watkins* Dover, Del. King W. “Kip” White, LUTCF Fallston, Md.

Kathleen Glattly CPCU, CLU, ChFC, AIM

Chair of the Board’s M

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Elect to make your voice heard For better or worse, we’re in the spotlight. Congress’s top priorities over the past year have included addressing systemic risk and health care — topics that directly impact independent agents. And some contentious debates, such as the one over regulation, don’t appear to be going away.

So during this election year, perhaps more than any other in recent memory, it is vital that we voice our educated, unified opinions and endorse the candidates most understanding of our industry.

This issue of Primary Agent magazine includes an election preview, on a national and state scale. It also provides an update on AgentPAC, our association’s political action committee, and showcases the winner of last year’s Agency PAC Challenge.

AgentPAC is the lifeblood of our lobbying efforts and is sustained by voluntary contributions from our members.

These lobbying efforts voice the concerns of and garner support for our industry and cement the bond between legislators and our association’s members. It is vital to possess legislative relationships that open the door for discussion of current issues. Many such relationships started with AgentPAC — and more importantly — through the voice of the agents who supported it.

It is your livelihood at stake, so I encourage you to get involved with the legislative process. Whether it is contacting your legislators, donating to AgentPAC or simply voting; make this the year where your voice is heard on Capitol Hill.

Thank you in advance for your participation in our legislative efforts. I deeply appreciate your membership and support!

Until next time, Kathleen

John S. Yasik, CIC Newark, Del. * IIABA National Director ** PIA National Director

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Member FAQ QUESTION: Does IA&B have a sample privacy agreement available? I am looking for an agreement to use with an

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IT provider, who would have access to private information on our hard drives.

ANSWER:

Yes. And your question is more relevant than ever with the increased scrutiny on information sharing. In addition to the sample privacy policy that is posted on our Web site, a sample Information Security addendum is provided. That is the document you are looking for.

For those who need a refresher, read on: Insurance agencies, in the course of their business, regularly contract with service providers for a host of different services that they are not able or willing to perform themselves. In the process, the service provider may need to gain access to client information in order to perform those services.

For example: Q a marketing firm sending a mailer to your customers would access a client list, or

your clients’ information. If you used IA&B’s sample privacy notice, language was included in the sample to account for this.

If you’re not sure where you stand, check your privacy notice and check your contracts with service providers.

If the language is missing, make sure you add it.

DO YOU HAVE A QUESTION? E-mail it to us at iab@iabgroup.com. Please use “Primary Agent FAQ” in the subject line of your message. You can also fax your question to (717) 795-8347. We look forward to answering your questions!

Q an Information Technology (IT) provider would access client information housed in your system.

All three states in which we operate — Delaware, Maryland and Pennsylvania (and, for that matter, many more) — have adopted privacy regulations which contain a provision relative to service providers. The regulations require the agency to enter into a contractual agreement prohibiting the service provider from using the information for any purpose other than the one for which the information was disclosed. Simple enough, but easily overlooked.

IA&B’s privacy page houses various samples, including this sample service provider agreement. Better yet, this agreement may be needed to comply with other laws that have been enacted since (such as Maryland’s data breach law). Using the sample will serve both purposes at once. The page is accessible from www.iabgroup.com (go to Agency Operations, then Privacy).

Your privacy notice should state separately that you are using service providers and confirm that you have entered into an agreement with them to protect

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In memoriam Harriette B. Geistwhite Harriette passed away on Dec. 17, 2009.

She was the PIA of Pennsylvania, Maryland and Delaware’s first non-agent volunteer and, later, first employee.

Her kitchen table served as the association’s first headquarters, and she took on the roles of caterer, secretary, editor and treasurer, to name a few. For 34 years, Harriette showed great loyalty and gave selflessly to the association, and the success of what is now IA&B is owed in part to her dedication.

Primary Agent | February 2010

State News Legislative session forecast DAIAB monitors budget, lingering bills Watching the budget Following last year’s budget deficit, DAIAB and the independent agent community are monitoring the state’s financial health for continued gloom.

There is also concern over potential revenue-increasing plans to balance the budget for the upcoming fiscal year.

In order to bridge last year’s gap, the legislature decreased the state’s overall budget by 8 percent and approved over $200 million in tax increases, ranging from the gross receipts tax to the franchise tax.

While DAIAB was pleased that targeted tax increases aimed at the insurance industry were not realized in that budget, agents are not off the hook in 2010. This year brings fewer available reserve funds, including federal stimulus dollars, so lawmakers’ book-balancing moves likely will become more creative and perhaps more desperate.

Monitoring bills In addition to the looming budget, there are several pieces of legislation floating in the General Assembly that DAIAB is monitoring. HB 247 aims to increase consumer fraud-protection efforts.

DAIAB will push for a carve-out for the insurance industry by arguing there are sufficient protections already in place.

Another, HB 255, pertains to victims accessing their own underinsured benefits. DAIAB is keeping an eye on the legislation, which is being pushed by the Trial Bar, for any potentially negative impact on members.

DAIAB will maintain a presence in Dover through the end of the legislative session in June, advocating for agents both in the budget process and on legislation that impacts them and their agency. Look for continued updates throughout the course of the legislative session in editions of Capitol Connection, DAIAB’s electronic politically and legislatively focused newsletter.

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Agents to descend on Washington, D.C. for annual legislative conference Once again DAIAB and a delegation of member agents will travel to Washington, D.C. as part of the Big “I” National Legislative Conference and Convention.

Attending the National Legislative Conference and Convention offers an opportunity to learn more about the issues affecting the industry and to meet one-on-one with policymakers.

DAIAB will attend the March 3-5 conference in full force, with over 50 Pennsylvania and Delaware members – regularly one of the largest participating factions. The event marks an opportunity for agents from throughout the country to convene in Washington, D.C. and learn about the federal legislative issues impacting the agent community. Then they visit lawmakers in the Capitol to voice their opinions and convey their combined agenda.

Missed this year’s registration?

Then mark your calendar for April 13-15, 2011 and plan to attend next year’s conference.

Every year DAIAB meets with each member of Delaware’s Congressional delegation, and the 2010 conference promises more of the same.

While each year’s convention is billed as a must-attend event, this year is especially critical given the laundry list of legislative issues that could impact agents’ daily operations. These include: Q the future of health care and the role agents play in delivering health insurance to their clients, Q the returning focus to possible federal regulation of insurance and the creation of a Federal Insurance Office, Q the chronic, short-term reauthorizations of the National Flood Insurance Program and Q the looming threats to drastically cut funding to the crop insurance program.

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Primary Agent | February 2010

Preventing ERRORS AND OMISSIONS

2010: THE YEAR TO IMPROVE YOUR AGENCY … FROM AN E&O STANDPOINT CURTIS M. PEARSALL, CPCU, AIAF, CPIA Curtis M. Pearsall contributed this article on behalf of Utica Mutual Insurance Company in Utica, N.Y. Insurance Agents & Brokers Service Group Inc. is the exclusive agent for the Utica E&O program in Delaware, Maryland and Pennsylvania.

For questions regarding this article or your Errors &

As we begin another year, it’s a good time to reflect on what you need to do to be more successful and to reduce the likelihood of an E&O claim being presented against your agency.

While E&O frequency has been down for the last number of years, there are many reasons to suggest that E&O claims frequency is going to rise. By taking some key steps now, you can protect yourself more effectively.

Omissions coverage, contact IA&B at (800) 998-9644 or by e-mail at iab@iabgroup.com.

One of the leading indicators for an increase in claims frequency is the deterioration in carrier results during this soft market. Some recent feedback from industry groups seems to suggest that when the final profit numbers are in for 2009, they will not be pretty. As carriers review and address these results, many may take some significant underwriting/rate actions. How your agency deals with these actions is a key.

Here is one area that, if discussed openly and implemented effectively, could make a noticeable difference.

At the next staff meeting, dedicate some time to discussing E&O. Specifically, ask each staff person what he thinks is his E&O exposure within the agency. For some, this is going to be very easy.

There is no doubt that CSRs and producers generally know and understand their role and the exposure associated with it. But how about receptionists and claims staff?

They may not totally understand that what they do (or in some cases, don’t do) can result in an E&O claim against the agency.

Examples: Q A direct bill client comes into the agency and proceeds to give the receptionist money for her auto coverage. Seems fairly harmless. But what if the policy was cancelled yesterday? By the

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receptionist taking the premium, the client could argue that she assumed everything was taken care of and that coverage was in effect.

Q An agency claims person doesn’t send a claim to the carrier, assuming it wasn’t covered, only to find out that it would have been covered.

Q A staffer sends in a claim late … potentially a disclaimer for a late notice. This is not as farfetched as it may sound because, unfortunately, it is occurring more and more.

It would be beneficial for each staff person to identify a list of activities (at least five) that he could do in 2010 that has the potential to reduce his E&O claims exposure and, at the same time, improve his work product and efficiency.

Receptionists: Based on the example provided, it may be prudent to request that the CSR who handles that specific account meet with the client before any monies are exchanged. Another possible improvement could be that when a client calls to request a change in coverage, the receptionist makes it very clear that the client needs to speak with the producer or CSR for the change to be effective.

CSRs/Account Executives: The areas here are numerous as the activity and workloads are heavy. Consider a commitment to improve account rounding to ensure that clients are aware of gaps and have the opportunity to secure coverage to address those gaps. Or put a greater focus on the issues involving Excess and Surplus Lines and the importance of binding coverage prior to the effective date, or to ensure that renewal policies from E&S carriers are checked against the expiring coverage to identify any changes. Certainly the issue of dealing with certificates warrants some involved discussion.

adequately covers them? What if the stone comes out and is lost? There is no coverage unless it is specifically scheduled under some type of inland marine coverage.

Don’t be afraid to discuss E&O with the staff. Let them know the major role they play in ensuring the future success (production and profitability) through solid E&O loss control activities. Good luck, and let’s all have a great 2010.

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Producers: This is a key area where a strong commitment can pay big dividends. Do you know what you sell and sell what you know? If not, take the time to educate yourself on the exposures of your clients. They are relying on you for your expertise and knowledge, so be up to the challenge.

The various Exposure Analysis Programs (through AMS/Rough Notes, etc.) are excellent resources. (Go to uticanational.com for more information on these.)

Marketing: This is a key area that can position your agency extremely well in your community. Develop a newsletter that explains policy coverages, limitations, exclusions, etc. For example, a recent article in an insurance periodical stated that 75 percent of women’s diamond rings in the United States were not insured.

Why? Do clients think that the contents section of the Homeowners’ policy

MBER CU

Here are some examples to consider:

OUP

Claims: Do you have staff that will make a judgment call as to whether there is coverage or not? What if you did not promptly handle that claim on behalf of your client? Could the client suffer additional loss by your lack of attention?

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Celebrating 165 years of service

◆

1844 - 2009

Primary Agent | February 2010

Coverage CORNER

WHO IS ISO?

JERRY MILTON, CIC Jerry M. Milton teaches and consults on industry issues. The legal profession recognizes him as an expert on insurance coverages. He is also the education consultant for IA&B, working with CISR, CIC and continuing education programs.

Whether you’re an agent, a broker or a company, you are affected every day of your business life by an organization known as the Insurance Services Office. We call them ISO for short. The majority of the insurance contracts you write have the following printed at the bottom of each page: “Copyright, ISO Properties Inc.” or “Copyright, ISO Risk Services, Inc.” Well, who is ISO? Most of us don’t really know. Notice I said “us.” That includes me.

ISO was founded in 1971 as an unincorporated association of insurance companies. The association was developed by merging several smaller underwriting service organizations. At that time these smaller organizations were, for the most part, state rating bureaus.

I was an agent in 1971, and prior to that time we agents in Alabama depended on the Alabama Rating Bureau for our rules and rates. I don’t

know what you had in Pennsylvania, Maryland and Delaware at that time. Maybe some of you who were around at that time can share that information with me the next time we see each other.

ISO became a not-for-profit organization in 1982, and then a private for-profit company in 1997, owned by its member insurers and employees.

Verisk Analytics, Inc. was incorporated in Delaware in 2008 as a subsidiary of ISO. Verisk made its first public offering of stock in 2009, and at that time ISO became a subsidiary of Verisk. Verisk Analytics, Inc. is a publiclyheld company, and its stock is traded on the NASDAQ Exchange. ISO is considered its major subsidiary.

ISO is headquartered in Jersey City, N.J. and has offices throughout the United States, along with international operations offices in the United Kingdom, Israel, Germany, India and China. It

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employs approximately 3,500 people worldwide. The current chairman, president and CEO is Frank J. Coyne.

How does ISO produce income? The company provides risk-related services to its clients. These clients include insurers, reinsurers, agents, brokers, self-insured entities, risk managers and insurance regulators.

Obviously the services are not free. In the fiscal year ended December 2008, ISO’s revenues were reportedly over $893.6 million.

ISO’s databases contain more than 11 billion (yes, that’s a “b”) detailed records relating to insurance and risk management. The services the company provides to its clients include: Q statistical, actuarial and claims data for underwriting; Q development of standardized insurance policy language;

Q information about specific properties and communities; Q fraud identification; Q information for marketing, loss control and premium audit;

UnderwritingYour

Q catastrophe modeling systems; Q rating and underwriting rules; Q motor vehicle records; Q litigation and regulatory support; Q mortgage fraud analytics; Q real estate; Q restoration and remodeling estimation services and software; and Q rates, underwriting and policymanagement systems for all commercial and personal lines insurance.

ISO is constantly changing the wording of its insurance forms. You know that.

When the company makes these changes, it relies on the advice of insurer and reinsurer clients and others, such as the members of the Casualty Actuarial Society. Certainly no one consults with you or me.

Maybe we should buy a few shares of Verisk Analytics, Inc. Then we can write ISO as a stockholder, rather than as a disgruntled agent, to complain about some of its changes.

Y’all take care!

Success

SM

GIVING PROPERTY OWNERS CONFIDENCE TO BUILD UPON. Years ago, Mike Serluco had a national company insuring his growing property development business. “But they go the way the wind blows,� he says. Then Independent Agent Don Kingsbury, of Christian Baker Insurance Agency, Lemoyne, suggested a local insurer with a stronger commitment to building owners – Millers. “It’s very, very important for an investor to have an insurance partner, and that’s what I call Millers,�

Mike says. With the few insurance claims he’s had, “Bing, bam, boom – it’s done and taken care of.� Adds Kingsbury, “With Millers, they actually listen to what you have to say. And not only do they know this industry, they offer package policies at a good price, and they back it up with excellent claims service.� Smart business people, independent agents and Millers...truly partners in protection. .*--&34 .656"- (3061 t 805 N. Front St., Harrisburg, PA 17108 'BY t NJMMFSTJOTVSBODF DPN *OTVSJOH ZPVS CVTJOFTT UISPVHI .JMMFST $BQJUBM *OTVSBODF $PNQBOZ *OTVSJOH -JHIU .BOVGBDUVSJOH t 0GGJDFT t 4NBMM 3FTUBVSBOUT t 3FUBJM 4UPSFT 4USJQ .BMMT t "QBSUNFOU #VJMEJOHT

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POLITICS

Election 2010: Looking into the crystal ball Political analysts have long looked to mid-term elections, or ones occurring between presidential elections, for many things: gauging the president’s approval, determining the electorate’s satisfaction with the party in control of Congress, and an early indicator of how things may shape up in the next presidential election, just to name a few.

Primary Agent | February 2010

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his year’s midterm elections will likely be analyzed for all of those reasons and more, with shifting political landscapes and a list of highly charged legislative issues headlining the way.

The following pages showcase some of the many statewide and federal races IA&B members should watch in 2010.

Governor Maryland The races for governor and lieutenant governor appear to be a lock for incumbents Martin O’Malley and Anthony Brown, both Democrats.

O’Malley will face competition in his party’s September primary from Baltimore teacher Richard Jaffe, who ran for the same office in both 2002 and 2006, and possibly from George Owings, the former state delegate and state Secretary of Veterans Affairs.

ELECTION SCHEDULE

The field is wide open on the Republican side. The long list of potential candidates includes former U.S. Rep. and Gov. Robert Ehrlich, former Lt. Gov. and current Chairman of the Republican National Committee Michael Steele, Delegate Patrick McDonough and Delegate Anthony O’Donnell, to name a few.

PRIMARY ELECTION

A preliminary poll released last fall projected O’Malley winning over Ehrlich and Steele. Should O’Malley be elected again, it will be his last term, due to the state’s two-term limit.

Maryland: Tuesday, Sept. 14

Pennsylvania

Pennsylvania: Tuesday, May 18

Gov. Ed Rendell will reach the end of his eight-year tenure in 2010. If history is to be repeated, a Republican will take control of the governor’s office. Pennsylvania has elected a governor from alternating parties every eight years since a two-term limit was implemented in 1968.

However, the political trends have changed starkly in the state over the past 10 years to favor Democrats. According to 2008 voter registrations, Democrats have a 1 million voter edge, and the party has made strong inroads in areas that were once GOP strongholds, such as suburban Philadelphia.

Attorney General Tom Corbett is the clear front-runner for Republicans. The western Pennsylvania native handily won his 2008 re-election in an otherwise tough year for state Republicans. Since then, he has gained notoriety from Bonus Gate – his investigation into illegal campaign activity conducted in the state legislature. Many pundits agree that his perceived handling of the indictments may play a role in the campaign.

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Delaware: Tuesday, Sept. 14

GENERAL ELECTION Nationwide: Tuesday, Nov. 2

POLITICS

The other Republican in the race is current state House member Sam Rohrer, a staunch conservative from Berks County.

The field is much more open for Democrats. The five potential candidates include front runners from Allegheny County: current Auditor General Jack Wagner and County Executive Dan Onorato. Wagner has statewide name recognition, while Onorato is seen as a rising star by many in the Democratic Party.

Other Democratic candidates include Scranton Mayor Chris Doherty and former U.S. Rep. and current Montgomery County Commissioner Joe Hoeffel. And Tom Knox, a wealthy businessman who ran in the 2007 Philadelphia mayoral race, can self-fund his campaign for governor.

U.S. Senate Delaware Following former Sen. Joe Biden’s ascent to the vice presidency, Gov. Ruth Minner appointed his then chief-of-staff Ted Kaufman to replace him in Congress.

Early in his tenure, Sen. Kaufman indicated that he would not run in this year’s special election to fill the remainder of the term. This set the stage for a showdown between two well-known political names in the state.

On the Republican side, current U.S. Rep. Mike Castle announced in October 2009 his

intentions to vacate his current seat and run for the Senate.

Castle is also a former state General Assembly member, lieutenant governor and twoterm governor.

Opposing him in September’s Republican primary is Christine O’Donnell, a marketing consultant and political commentator who ran against Joe Biden in his 2008 re-election bid. O’Donnell lost to Biden by nearly a 2-to-1 margin. Despite Rep. Castle’s entrance into the Senate race, O’Donnell does not plan to drop out.

The Democratic front runner is current State Attorney General and son of Vice President Biden, Beau Biden. When he returned from active National Guard duty in Iraq last September, speculation immediately swirled about his aspirations to run for his father’s former seat.

Should Castle and Biden come face to face in November’s election, the contest will be a close one. President Obama, buoyed by the presence of Joe Biden on his ticket, took Delaware with over 60 percent of the vote, and the state as a whole is often viewed as being safely Democratic. However, with Rep. Castle’s political history and name recognition, the Republican has a strong shot at making the race competitive.

Whoever prevails will enjoy an abbreviated term, however, and will have to run again in 2014 for a full, six-year term.

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Maryland Incumbent Democratic Sen. Barbara Mikulski is expected to run for re-election, seeking her fifth term. Party opposition in the primary is not expected, as she remains fairly popular throughout the state and has won previous re-election bids by margins as large as 30 percent. If Mikulski is victorious in November, she would tie Paul Sarbanes as the longest-serving Maryland senator.

Republican opposition remains scant. Queen Anne County Commissioner Dr. Eric Wargotz, lawyer Jim Rutledge and political consultant Corrogan Vaughn have indicated interest in running.

Pennsylvania Current U.S. Sen. Arlen Specter initiated a political free-for-all last spring when he changed his party registration to Democrat, in effect changing all expectations for his re-election this year.

Specter’s move opened up the field for Republicans, including former U.S. Rep. Pat Toomey.

Toomey, a strong conservative from Lehigh Valley, challenged Specter during his 2004 re-election bid and lost by only 1.7 percent. Toomey’s path to the Republican nomination is clear. What remains unclear is how broadly Toomey will appeal to more moderate voters in the state for November’s general election.

Primary Agent | February 2010

Challenging Sen. Specter in the Democratic primary is U.S. Rep. Joe Sestak and dark-horse candidate Bill Kortz, who now serves in the state legislature.

Most polls project Specter likely will be victorious in May’s primary election, but numbers have varied in predicting his success over Toomey in November. With Democrats possessing a narrow majority in the U.S. Senate, expect the Democratic Party to devote significant money and resources to Specter’s bid.

U.S. House of Representatives Delaware With Rep. Mike Castle announcing his plans run for the open Senate seat, a second seat opened in Delaware’s lone U.S. House district.

On the Democratic side, former Lt. Gov. John Carney, Jr. announced his candidacy.

Carney lost his 2008 bid for governor to Gov. Jack Markell in the primary election. The nomination appears to be Carney’s to lose, as his opposition is transportation consultant Scott Spencer.

The Republican field is not as clear. Businessman Fred Cullis already announced his intentions to run, and former state Sen. Charlie Copeland indicated his consideration.

Copeland lost by 22 percent to Matt Denn in the 2008 lieutenant governor race.

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Early polls indicate that Carney has an edge over Spencer, Cullis and Copeland, making this seat one Democrats are eyeing to potentially increase their majority in the U.S. House.

Maryland Most U.S. House districts are expected to remain safely in incumbents’ hands through the 2010 elections. However, all eyes are on the re-election bid

POLITICS

WHAT IT MEANS TO YOU Members must get involved politically during the 2010 election year. With insurance and small-business regulations and reforms in debate, the outcome of many races will have repercussions on the industry for years to come.

IA&B encourages members to peruse these pages and learn about the candidates who will appear on their primary-election ballot — and those who likely will make it to this November’s general election.

Education is vital in developing politically savvy producers.

And for members who aren’t political junkies, IA&B can do the work for them.

With AgentPAC contributions, IA&B supports pro-agent legislators and candidates. IA&B spends considerable time determining which legislators understand insurance and smallbusiness issues. And then IA&B works with them on members’ behalf.

(See page 18 for more on AgentPAC.) Remember, if you don’t get involved in politics, politics will get involved in your business.

of freshman Rep. Frank Kratovil, a Democrat who surprisingly took the Republican-leaning Eastern Shore district in 2008.

At this time, Kratovil’s stiffest competition in the general election appears to be Republican Andrew Harris, his opponent from the 2008 cycle who is currently serving in the state Senate.

Pennsylvania Of the 19 Congressional districts in Pennsylvania, at least one will have an open seat for the 2010 election.

The one definite open seat is for the seventh district, where Rep. Joe Sestak is retiring to run for the Senate. The district, also located in the southeastern part of the state, has historically been close in voter registration but has been trending Democratic.

Frontrunners are State Rep. Bryan Lentz, a Democrat, and former U.S. Attorney Patrick Meehan, a Republican.

The other potential open seat is in the sixth district which includes Berks, Chester, Lehigh and Montgomery counties.

Incumbent Jim Gerlach initially dropped out of his re-election bid to run for governor.

However, in January he ended his run for that post, leaving in question whether or not he will now decided to run again for his congressional seat.

Should Gerlach run or not, several other candidates have lined up for the ballot, including Philadelphia Inquirer columnist Doug Pike on the Democratic side and State Representative Curt Schroder on the Republican side.

Regardless of the result of the primary election, many will be watching this race during the General Election due to the area’s close voter registration numbers.

In addition to the open seats, several incumbent House members will face tough re-election bids. Many are moderate Democrats being targeted by Republicans as being too progressive for their districts, including freshman Rep. Kathy Dahlkemper and sophomores Rep. Jason Altmire and Rep. Chris Carney.

One of the few incumbent Republicans facing a formidable challenge is Rep. Charlie Dent of Lehigh Valley.

The anticipated Democratic

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Primary Agent | February 2010

challenger, Bethlehem Mayor John Callahan, already has started a strong party-supported fundraising program. Callahan’s funding combined with the area’s political-bellwether status will make this a closely watched race beyond the state.

State legislature Delaware In the halls of the Capitol, Republicans are viewing the 2010 midterm elections as an opportunity to regain the narrow, three-seat majority they lost in the state House of Representatives during the 2008 election. Democrats picked up a handful of seats and attained a voting majority of 24 to 17.

Democrats are also looking to maintain their majority in the Senate that they strengthened during the 2008 election cycle.

However, with last summer’s death of Democratic Senate President Thurman Adams, Republicans tallied one seat back, as party member and former state Rep. Joseph Booth won his bid for the vacated seat. The party balance in the Senate is now 15 Democrats to 6 Republicans.

Delaware’s political districts will be reapportioned in 2010, so several senators running for re-election this year will be on the ballot again in two years.

Maryland

In addition, the effect of Attorney General Tom Corbett’s Bonus Gate investigations on the election remains another question mark. Needing only three seats for control, Republicans are expected to focus on the southwestern part of the state, which has become incrementally more conservative. Conversely, to win back the majority, Republicans must preserve seats in southeastern Pennsylvania, where they have been hemorrhaging control.

All members of the Maryland General Assembly, both in the Senate and House of Delegates, are up for re-election this year.

A significant shake-up that would alter the balance of power is not anticipated.

Currently, the Senate maintains a party balance of 33 Democrats to 14 Republicans, while the House of Delegates maintains a party balance of 104 Democrats to 36 Republicans, with one independent delegate who caucuses with Republican members.

Other state seats

Pennsylvania

Delaware

Moving back to Harrisburg, in 2010 all 203 seats in the state House of Representatives and half of the state Senate, or 25 seats, will be up for re-election.

The state attorney general, treasurer and auditor of accounts are all up for election in 2010. Each has a four-year term.

The Senate side of the rotunda is expected to be the calmer chamber during the upcoming election cycle. Republicans are expected to maintain their majority, which currently stands at 30 to 20.

The race for attorney general hinges on the aspirations of incumbent Beau Biden.

The picture on the House side is a different story. Democrats have a narrow 104-to-99 majority, and Republicans seem poised to regain the control they lost in 2006 as fallout from the 2005 pay-raise vote. Whether the three-plus-month budget impasse of 2009 will resonate in a similar manner has yet to be seen, but public discontent with the legislature has left many incumbents nervous.

For treasurer, Democrat Velda Jones-Potter will seek to hold her post. She was appointed by former Treasurer Jack Markell after he was elected governor in 2008. Jones-Potter will face state Sen. Colin Bonini, a Republican, in the General Election.

Current Auditor Thomas Wagner, a Republican, will also run for re-election. He has held the post for five consecutive terms, making him the longest-serving auditor in state history.

_________________________ Kari Kissinger is government affairs manager for IA&B.

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claims handling and underwriting that insureds have come to expect and value over the years.

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Coverage extensions are available for sales of real estate, mutual funds and some types of investment products.

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Aegis Security Insurance Co American Mining Insurance Co Cumberland Insurance Group Donegal Insurance Group Frederick Mutual Insurance Co Harford Mutual Insurance Co Juniata Mutual Insurance Co MMG Insurance Company Private Client Group PSBA Insurance Trust The Motorists Insurance Group Westfield Insurance Zenith Insurance

Mercury Casualty

Agency Insurance Company Allied Insurance Briar Creek Mutual Insurance Company Builders Insurance Group Capitol Insurance Company Chubb Group of Insurance Companies Companion Property & Casualty Group Countryway Insurance Company Encompass Insurance Foremost Insurance Group Friends Cove Mutual Ins Company Goodville Mutual Casualty Company Grange Insurance Companies Hanover Fire & Casualty Insurance Company Insurance Placement Facility of PA Lebanon Mutual Insurance Company Merchants Insurance Group Penn Millers Insurance Company Penn Prime Municipal Insurance PMSLIC Insurance Company Reamstown Mutual Insurance Company Rhoads & Sinon LLP Rockwood Casualty Insurance State Auto Mutual Insurance Company TAPCO Underwriters Inc The Brethren Mutual Insurance Company The Mutual Service Office Inc The Philadelphia Insurance Companies Tuscarora Wayne Mutual Insurance Company UPAC Insurance Finance Primary Agent February 2010

ASSOCIATION AT WORK

AgentPAC builds from 2009 accomplishments, sets goals for 2010

For AgentPAC, IA&B’s statewide political action committee, 2009 was an important year. And 2010 promises to be just as crucial and demanding.

Primary Agent | February 2010

Looking back Despite ambitious fundraising goals (15 percent higher than 2008) and a tough economy, members rose to the challenge and supported AgentPAC in record numbers. In Delaware and Maryland, contributions surpassed IA&B’s goals. And in Pennsylvania, they fell just a few percentage points short.

In all three states, significant progress was made in solidifying the PAC’s reserves, and IA&B is looking to build upon this balance throughout 2010.

Over 50 state legislators – Democrats and Republicans – in Delaware, Maryland and Pennsylvania received support from AgentPAC. By targeting key legislative leaders and committee chairs who are supportive of IA&B’s legislative agenda and who are attuned to the concerns of independent agents, AgentPAC used its financial resources as effectively and efficiently as possible. ____________________________________________________________

Significant progress was made in solidifying the PAC’s reserves last year.

In 2009, IA&B introduced new levels of recognition for contributors.

____________________________________________________________

Governor’s Club: $500+ Delaware

Senate Level: $250-499

A small fraction of members contributed to the PAC last year, but the average contribution rate was impressive, coming in at about $170 per person. Total: $3,500.

Maryland Approximately 60 members gave to the PAC in 2009. Six obtained the Governor’s Club, 12 reached the Senate Level and 20 the House Level. Total: $10,700.

Pennsylvania Over 190 members contributed to the PAC last year, and 20 of them reached the Governor’s Club. Nearly 25 attained the Senate Level, and over 90 were included in the House Level.

Total: $30,000.

Looking ahead While 2009 was critical for establishing the building blocks of AgentPAC, 2010 will be even more crucial as elections for governor, U.S. senator, U.S. House of Representatives, and the state House and Senate will occur. AgentPAC, as a statefocused committee, will channel its resources to those running for the state House and state Senate.

Once again, AgentPAC is looking to increase its fundraising goals this year, aiming to raise approximately $4,000 in

[ 19 ]

House Level: $100-249

ASSOCIATION AT WORK

Delaware, $12,500 in Maryland and $37,500 in Pennsylvania.

Every contribution, no matter the amount, can make a huge impact in catapulting AgentPAC into political prominence.

Even by state-capital standards, AgentPAC is not a large political action committee, but that does not mean agents are left without a voice in the halls of the state Capitols. Each year IA&B works to build AgentPAC so that, ultimately, it can become a go-to, powerful PAC. During 2010, keep an eye out for AgentPAC literature. A letter will arrive during

February to kick off the annual fundraising campaign.

The mailing will also include the AgentPAC 2009 Annual Report, which contains information on how AgentPAC dollars were spent and recognizes our generous contributors. Also, remember that AgentPAC information is included in your annual dues renewal, making it easy to support AgentPAC when you are making your yearly commitment to IA&B membership.

Glance at Events F E B R U A R Y C A L E N D A R Date

Topic

Location

2-4

L&H Licensing

Mechanicsburg, Pa.

3

Legal and Ethical Responsibilities of Insurance Personnel seminar

Hagerstown, Md.

4

Legal and Ethical Responsibilities of Insurance Personnel seminar

Columbia, Md.

9-11

P&C Licensing

Mechanicsburg, Pa.

10

CISR—Personal Auto

Scranton, Pa.

16

CISR—Agency Operations

Mechanicsburg, Pa.

17

CISR—Personal Auto

Baltimore, Md.

William T. Hold Seminar

York, Pa.

17-20

CIC—Personal Lines

Harrisburg, Pa.

18

CISR—Personal Auto

Philadelphia, Pa.

William T. Hold Seminar

Lehigh Valley, Pa.

23

CISR—Personal Auto

York, Pa.

24

CISR—Personal Auto

Lehigh Valley, Pa.

25

CISR—Personal Auto

Wilmington, Del.

[ 20 ]

_______________________________

Over 50 state legislators — Democrats and Republicans — in Delaware, Maryland and Pennsylvania received support from AgentPAC in 2009. _______________________________

One interesting tidbit to remember as we move further into 2010 and work to achieve our AgentPAC fundraising goal: If every licensed agent who is a member of IA&B gave just $10 for the year, we would raise nearly $6,000 in Delaware, over $23,000 in Maryland and nearly $85,000 in Pennsylvania.

That goes to show that every contribution, no matter the amount, can make a huge impact in catapulting AgentPAC into political prominence.

[ 21 ]

ASSOCIATION AT WORK

Agency staff stands behind AgentPAC

Above: John T. Fretz Insurance Agency employees – and AgentPAC contributors — gather outside of their Souderton office.

Right: Clemens’ support of IA&B’s AgentPAC ignited his staff’s interest in the Agency PAC Challenge.

Health care reform.

Federal regulation.

Licensing standards.

Education requirements.

The legislative issues poised to affect independent agents are many. But thanks to the support of the John T. Fretz Insurance Agency and other generous member agencies, IA&B’s political action committee, AgentPAC, is better equipped to protect agents’ interests.

Primary Agent | February 2010

“

I

t’s greater than being a sales person,” said M. Scott Clemens about independent agency personnel’s political involvement. “It’s the bigger picture.”

That attitude is contagious at Clemens’ agency, John T. Fretz Insurance in Souderton and Lansdale, Pa. In the spring of 2009, the 24 employees chose IA&B’s AgentPAC as a recipient of their charitable-giving campaign that benefits a different organization each month.

The impetus was IA&B’s inaugural Agency PAC Challenge — a competition among member agencies to raise funds for AgentPAC. The Board of Directors initiated the campaign after seeing the results of IA&B staff’s internal fundraising to benefit AgentPAC. “I shared my interest in the challenge with the staff, and they ran with it,” shared Clemens.

About the Agency PAC Challenge IA&B’s spring 2009 Agency PAC Challenge pitted member agencies against one another in a competition to raise money for AgentPAC. The top three finishers, based upon average contribution rate per employee, follow: 1. John T. Fretz Insurance Agency – Souderton

Ran with it, indeed. The staff achieved 100 percent participation and raised more per employee than any other agency.

“The employees’ understanding of the AgentPAC mission is evident by their generosity,” said Kathleen Glattly, chairwoman of the IA&B Service Group. “They know that they’ll reap the benefits of our PAC’s efforts.”

and Lansdale, Pa. 2. Barr’s Insurance Oil City – Titusville and Franklin, Pa. 3. Hartman Agency – Williamsport, State College

Clemens, who has participated in national lobbying events in Washington, D.C., has seen first hand the effects lobbying and a well-supported PAC can have.

and Duncannon, Pa.

“What I have observed of those in government is that they are well-meaning but under-informed,” he explained. “The value of PAC is information.”

AgentPAC takes independent agents’ collective voice to Dover, Annapolis and Harrisburg. It allows IA&B to support candidates who understand independent agents’ interests. In turn, when elected, these politicians are more likely to hear agents’ concerns during the legislative session.

________________________________ _

Read more about AgentPAC and national political action committees by visiting iabgroup.com and choosing Political Action Center from the left-hand menu. _________________________________

[ 23 ]

Primary Agent | February 2010

Technology U P DATE

ENHANCE YOUR BOTTOM LINE WITH TECHNOLOGY

PATRICIA ALEXANDER, CIC Patricia Alexander, CIC, is a consultant, coach and mentor with many years of experience in retail agency and MGA settings. She may be reached at pat@patalexander.com.

Alexander developed this article for the Agents Council for Technology (ACT), part of the Independent Insurance Agents & Brokers of America. ACT’s Web site is www.independentagent.com/act.

This article reflects the views of the author and should not be construed as an official statement by ACT.

For years agencies have been arming themselves with more and more technology.

Technology is an essential tool to enable you to accomplish your daily tasks, accumulate data and provide the agency with critical information about its business. However, many agents feel little satisfaction with their systems and do not see their return on investment. In my work, I have found the common reasons for this to be lack of

full utilization, neglecting to clearly define for employees how the systems are to be utilized and failing to have the proper systems in place.

If the use of the technology is not defined and not used properly, then the agency does not have the information it needs and desires. My goal in this article is to discuss what you currently have and how to better use it. Each of the areas I will discuss requires

[ 24 ]

minimal investment but will give you a big return. In many cases you have already made the investment; it is just a matter of using the technology to its fullest potential.

Agency automation frustrations and time wasters Everywhere I go, I hear from agency owners, managers and staff — as well as read in agent surveys — that the two major agency automation

frustrations are learning and using insurance carrier proprietary systems and multiple user IDs and passwords.

I am also told that the two primary agency automation time wasters are duplicate data entry and proprietary programs/ software products.

These issues are real and cause a ripple effect throughout the agency. I consider the two “frustrations” time wasters as well. Time wasters cause backlog and inefficiencies. It seems the backlog is always looming.

Juggling backlog and the daily demands of servicing customers and marketing business causes missed details and deadlines.

visiting multiple carrier Web sites and re-entering information numerous times.

Real Time from your agency management system is typically about twice as fast as doing the transaction on a carrier Web site.

Using Real Time gives your agency back time — time that you can use to provide proactive customer service, round accounts, sell new business or grow without adding staff. Real Time allows you to respond to customers while they are on the phone. More time regained. Telephone tag eliminated. More satisfied customers.

Visiting the insurance carrier Web site and entering information there, and then entering information in the agency management system is duplicate entry, a costly “time waster” and a huge drain on the staff’s valuable time. In the case of securing quotes, the user is often

Carrier Web site: 1. Find login for Web site 2. Log into Web site 3. Find the customer 4. Find needed info 5. Log activity in your agency management system

Agency Management System:

Your customers increasingly expect immediate answers to their questions. Most direct writers have this capability and use it to compete against you. Meanwhile, it often takes your staff well over an hour to secure quotes at carrier Web sites on the simplest of risks.

Use Real Time Utilizing Real Time can help level the competitive playing field for you.

Real Time is the ability to click on a button from a client file in your agency management system or comparative rater for immediate access to carrier information on that client. The transaction may be a quote, billing inquiry, claim inquiry/loss runs, policy view, endorsements or a request for information. This approach provides a single workflow for servicing or quoting.

Consider the following examples:

1. Start with customer; Real Time logs you into carrier Web site and takes you right to customer 2. Find needed info Real Time will provide you these benefits: Q Automatically logs you on and navigates you directly to the client at the insurance carrier Web site Q Reduces duplicate data entry Q Provides you with a consistent workflow and simplifies staff training Q Provides you with E&O tracking via the activities created in your agency management system.

As you seek to identify and eliminate unnecessary costs and redeploy staff time to more productive uses, consider your staff’s workflow today.

Are some of them using carrier Web sites, others agency management systems or a combination of both?

[ 25 ]

3. Activity automatically opens in agency management system for completion

Some users perceive that using the carrier Web sites is faster because they are in constant motion working through the site.

However, when agencies actually do a time study comparing Real Time to Web site transactions, they typically see significant time savings. My personal experience in observing users is that the Real Time solutions take one-half to one-third of the time needed to achieve the same results by going direct to the carrier Web site. ASCnet’s and AUGIE’s Real Time studies reach essentially the same conclusion.

TECHNOLOGY UPDATE

The following illustration from the ASCnet study shows the significant time and cost savings that can be achieved.

Agency example of Real Time savings: Q CSR @ $20/hour (40K) Q 10 Real Time transactions/day (200/month) Q Four minutes using carrier Web site v. one minute using Real Time transaction via agency management system Q Annual time saved — 15 days!

Q Annual CSR savings — $2,400!

(Source: www.ascnet.org)

Consider how you and your staff could use this found time. If you translate this into dollars, the agency would save $2,400 in processing time.

Multiply this number by the number of CSRs and other staff that are processing work. Wow! This can be big. These resources could be redirected to spend more time on proactive client service and cross selling.

You are asking, “What does Real Time cost me, the owner/manager?” In most cases, this function is already a part of your agency management system. It’s paid for! It just needs to be activated. You will find a really helpful Agency Real Time Implementation Guide and other resources at www.getrealtime.org.

Clearly define how employees are to use your systems I find that most agencies don’t use all of the functionalities of their agency management system. There may not be written definitions provided to the staff for the information required on each customer and/or policy and where it is to be kept. All users don’t use the system in the same way. Your customer data could very well reside in the following places rather than in your agency management system where it should: 1. File folders or other pieces of paper 2. In the producers’ and the CSRs’ heads 3. In Outlook or other e-mail programs 4. In date books and on calendars 5. Flash drives, discs, laptops, personal computers, etc.

It is critical to get your data under control so that all of your employees handle it in a consistent way, keeping it in a common place in your system where everyone can find it. Failure to do so creates significant E&O and client-privacy issues. Bottom line: Define how employees are to use all aspects of your agency management system and other technology. Monitor this and hold everyone accountable.

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Use Download for personal and commercial lines Another under-utilized function in the agency management system is Download. Download provides for the roundtrip of data back to the agency management system following a Real Time transaction. Many users say the drawback to Download is that it overwrites their underwriting information. In many cases, this is not really true. While the most current view/version of the policy may not show this information, it can still usually be found on the original application. Do you really need the underwriting information on a daily basis to service the customer or only at re-marketing time?

Assess your real needs and make an educated move to this functionality.

Each time data is re-keyed results in the ineffective use of time and the chance for a clerical error that could create an E&O exposure. Having the Download in your system also facilitates the next Real Time transaction because the policy data exactly matches the carrier’s data.

Fully utilize your system’s Word merge function One of the most under-utilized functions in your agency management system is the Word merge function.

Yes, everyone uses it. But is it used effectively, consistently and to its maximum? Maintaining a robust selection of appropriate documents in your agency management system provides you better control of the quality of your agency’s communications, as well as significantly reduces redundant entries and saves time.

Technology is key to increasing productivity between agents and

Your agency’s action plan My message here is maximize what you have:

carriers. The Technology section of

1. Use Real Time through your agency management system

iabgroup.com, offers a collection of

2. Download — If you are not doing this, you should look at it again. If you are only doing personal lines, you need to look at commercial lines, especially for small to mid-size accounts

to speed with this ever-changing

articles and resources to bring you up aspect of your business.

3. Capture all customer/policy data in your agency management system 4. Use your agency management system to its fullest capacity.

Also consider implementing multi-carrier rating and dual or multiple monitors as additional low investment technologies that can provide a quick and significant boost to productivity.

Thursday, April 22, 2010 Hilton Pittsburgh Doors Open 8:00 a.m.

CE Credits will be Available 80+ Exhibitors Grand Prizes Cocktail Reception And Much More!

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Use a systematic, controlled approach to deciding on systems and processes. Training and implementation need to be well planned and managed. Don’t try to do everything at once. Agencies must monitor staff’s usage of Real Time and require usage. Push your insurance carriers to add more Real Time functionality and to improve what they currently provide where needed. Real Time represents your future and is a superior workflow that will keep you competitive. We finally have the opportunity to realize the agents’ vision of single-entry, multi-company interface as Real Time continues to evolve and to be more broadly used.

YOU MUST REGISTER TO ATTEND! [ 27 ]

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Contact Ray Reinard at (215) 375-8600, Ext. 119.

Where some may see insurance and political campaigns as unrelated, Market Risk Solutions sees opportunity. The Glen Allen, Va.-based insurer offers a multi-line, admitted product that covers campaigns.

If you would like to place a Classified Advertisement, simply fax your ad on company letterhead to (717) 795-8347, and we will take care of the rest.

A statewide campaign, for example, employs dozens of staffers who engage in myriad activities.

Exposures abound.

Ad Index Cumberland Insurance Group . . . . . . . . . . . . . .7 EMC Insurance Companies . . . . . . . . . . . . . . .IFC IA&B Partners Program . . . . . . . . . . . . . . . . . . .17 IA&B Series Ads . . . . . . . . . . . . . . . . . . . . . . . .IBC Insurance Club of Pittsburgh . . . . . . . . . . . . . .27 Interstate Insurance Mngmnt. . . . . . . . . . . . .OBC Knightbrook . . . . . . . . . . . . . . . . . . . . . . . . . . .IBC Millers Mutual Group . . . . . . . . . . . . . . . . . . . . .9 Mutual Benefit Group . . . . . . . . . . . . . . . . . . . .21 Penn National Insurance . . . . . . . . . . . . . . . . .13 Preferred Property Program . . . . . . . . . . . . . . .21

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Campaigns operate like a small business and, therefore, have the same liabilities. And then there are the unique exposures related to publishing and speaking.

Exhibit A: Jackson Browne sued John McCain for using his “Running on Empty” song in a 2008 campaign ad without permission.

One more reason Market Risk Solutions has entered the market? No matter the economy, the political show must go on — along with a steady supply of potential insureds.

Source: Insurance Journal -------------------------------------------------------------------------------------------------The Last & Least column is dedicated to the industry’s oddities — from creative claims and kooky coverages, to (tasteful) jokes and strange stories.

Submit yours to iab@iabgroup.com, subject line: Last & Least. The editor will happily protect sources’ anonymity upon request.

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