Primary Agent - April 2022

APRIL 2022

SEN. CHRIS GEBHARD

IA&B MEMBER BECOMES STATE LEGISLATOR

EXCLUSIVE MEMBER MAGAZINE

ALSO INSIDE ISO UPDATES HOMEOWNERS FORM

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APRIL

2022

CONTENTS FEATURED 4

ISO UPDATES HOMEOWNERS FORM IA&B Education Consultant Kevin Amrhein explains how the March 2022 edition of the ISO Homeowners policies will affect drones, virtual currency, and riding lawn mowers.

>>>> 8 12 JOIN US ON SOCIAL MEDIA: Facebook.com/IABforME LinkedIn.com/company/IA_and_B Twitter.com/IA_and_B YouTube.com IA&B is the premier resource and champion for independent insurance agents in Pennsylvania, Maryland, and Delaware.

Periodical postage paid at Mechanicsburg, PA and at additional mailing offices. Postmaster: Send address changes to Insurance Agents & Brokers, 650 Wilson Lane, Suite 200, Mechanicsburg, PA 17055.

Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2022-4, is published monthly by IA&B Service Group Inc., a subsidiary of IA&B. Copyright 2022. 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 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. 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 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.

Q&A WITH SEN. CHRIS GEBHARD Learn what motivated IA&B Member Chris Gebhard to run for office – and what he wants all independent agents to know about the legislative process.

MASTER REMOTE WORK COMMUNICATIONS Zafar Khan, CEO of IA&B partner RPost, shares tips about the psychology of remote communications – from using emojis to making virtual eye contact.

MONTHLY 2

PRESIDENT'S MESSAGE

3

CLAIRE-IFICATION

6

NEWS & NOTES

18

PICS & POSTS

23

GET TO KNOW...

25

UPCOMING LIVE WEBINARS

IABforME.com |

1

PRESIDENT'S MESSAGE

GIVING BACK TO PUSH OUR INDUSTRY AHEAD In this month’s Primary Agent, you will find an interview with Pennsylvania Sen. Christopher Gebhard, a member of IA&B. For me, it is an interesting “full circle” story.

When I began at IA&B in 2005, it wasn’t long after the major merger of the two state associations in Pennsylvania – the PIA (of Pennsylvania, Maryland, and Delaware) and the Independent Insurance Agents of PA (IIAP). Instrumental in that merger was Peter Gebhard, of Hoaster Gebhard & Company in Lebanon, PA. Peter was serving as chairman of the IIAP Board of Directors at the time and worked tirelessly (along with PIA volunteers) to ensure that a singular state association was working for the best interest of independent insurance agents in Pennsylvania.

That was the birth of IA&B, and since then, we have also merged state associations in Delaware, and we remain the largest state association in Maryland. Our success, as always, is due to the significant time and work our volunteer agent leaders put in. In the case of Peter Gebhard, his efforts were essential in creating what IA&B is today.

Fast forward to 2007. I was attending the National Legislative Conference in Washington, D.C. and was introduced to Christopher Gebhard, Peter’s son. Chris was a young producer in the agency, and it was his first time attending our legislative event in the nation’s capital.

I enjoyed getting to know Chris at the conference and could tell he was very engaged with the legislative process and our issues as agents.

(See photo on page 3.)

I kept in touch with Chris over the years and was beyond thrilled when I learned he was running for the open spot in the Pennsylvania Senate District 48. It’s not uncommon for insurance agents to hold positions in the legislature in our three states, but to have a good friend like Chris in the Senate is extremely valuable for IA&B. Already we are working together on automobile limits increases and changes to the surplus lines requirements.

From the beginnings of IA&B, to the Pennsylvania Senate, it’s just another example of our members giving back and contributing to our industry. It’s what keeps IA&B strong and what keeps this job rewarding.

INSURANCE AGENTS & BROKERS 650 Wilson Lane, Suite 200 Mechanicsburg, PA 17055 191 Main Street, Annapolis, MD 21401 800-998-9644 | IABforME.com

IA&B BOARD OF DIRECTORS OFFICERS Richard M. Rankin, CIC, Chair Lancaster, PA D. Bradley Rosenkilde Jr., Vice Chair Hunt Valley, MD

MEMBERS Gregory H. Bennett

Sarah M. Brown, CIC, CRM, AFIS Shrewsbury, PA Andrew Enders, Esq.

Harrisburg, PA

Len Gieseler, LUTCF

Pottstown, PA

Jason R. Hess

Coraopolis, PA

Lisa A. Leach Goth, CIC

New Bethlehem, PA

Christopher J. Miller, CIC

Jonestown, PA

Michael A. Papa, CIC, MBA

Hunt Valley, MD

William H. Purdy

Sunbury, PA

Kent Reynolds, CIC

Hagerstown, MD

Jason Rodriguez

Wilmington, DE

Donna Roper

York, PA

Candace Shoupe, AAI, AIC

New Castle, DE

Tara S. Silfies, CPCU

Bethlehem, PA

Robert L. Smyrl Jr., CIC

Hatfield, PA

Michael Thomas

Gambrills, MD

Sheila Wells, CIC, CISR

Rehoboth Beach, DE

J. Marshall Wolff, CIC, CPCU Easton, PA

NATIONAL DIRECTORS Michael P. Ertel Sr. (PIA) Columbia, MD

Best,

G. Greg Gunn, CIC (IIABA) Lemoyne, PA Jason F. Ernest President & CEO 2

APRIL 2022

Bel Air, MD

Diane Hornung Hanby (IIABA) Wilmington, DE

CLAIRE-IFICATION

CLAIRE-IFICATION IA&B Vice President - Advocacy Claire Pantaloni, CIC, CISR Are you a member with a question?

Contact Claire to find the answer at 800-998-9644, ext. 604 or ClaireP@IABforME.com.

QUESTION: Are we still required to send privacy notices?

ANSWER: Yes, you are, but with a possible exception driven by amendments to the applicable federal law and state regulations adopted in the last few years.

Assuming you do not share non-public information outside the permitted exceptions, the following would apply: ▲ The initial notice to consumers (i.e. prospects) is still required. As a producer, you need to provide your privacy notice to your personal lines, WC, and group-benefit consumers no later than at the time the customer relationship is established, such as at the time a binder is issued.

NEED A REFRESHER ON THE TOPIC? The requirement to send privacy notices stems from the federal Gramm-Leach-Bliley Act (GLBA). In turn, state regulations were adopted spelling out specific requirements to comply. For a complete review of the requirement, including the specifically listed exemptions, access IA&B’s Gramm-Leach-Bliley Act (GLBA) White Paper at IABforME.com/white-papers.

This document is not a legal opinion and should not be relied upon as such. The intent of this document is to provide a general background regarding the topic or topics discussed, not to provide legal advice. Producers and agencies should consult an attorney regarding specific situations and specific questions with respect to the topic or topics covered in this document. Neither the Insurance Agents & Brokers nor any of its employees shall be responsible for any errors or omissions regarding any statements made in this document, nor any errors or omissions regarding any statutes, regulations, court rules, and/or any other government documents cited in this document.

▲ The annual notice to customers: The regulation used to require agencies to provide a privacy notice annually to those same personal lines, WC, and group-benefit customers. However, for Pennsylvania, Maryland, and Delaware policyholders, agencies are no longer required to send an annual notice if: • the agency does not share nonpublic personal information with nonaffiliated third-parties, or only shares within specifically listed exceptions, and • the agency has not changed its privacy policies and practices since providing its most recent notice.

If the agency later changes its processes/procedures and no longer meets these criteria, an annual privacy notice will again have to be provided.

This change became effective in 2017 in Maryland and Delaware, and in 2019 in Pennsylvania.

IABforME.com |

From page 2: Pennsylvania Sen. Christopher Gebhard attending the National Legislative Conference in Washington, D.C. in 2007.

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A FORM’S TAKE: DRONES, VIRTUAL CURRENCY, AND LAWN MOWERS

By Kevin C. Amrhein, CIC, CBIA As with any ISO form revision (that took 11 years to develop/ release), the changes in the March 2022 edition to its Homeowners policies are plentiful. This article focuses on three specific areas that represent a personal interest of mine: drones (because flying things are cool), virtual currencies (because it’s interesting tech), and riding lawn mowers (because I’m a red-blooded American male).

Below is my effort to contrast the 4

new form’s take on these issues with its 2011 predecessor.

DRONES Regarding personal property coverage: While the 2011 form considers aircraft as Property Not Covered, it contains an exception for model or hobby aircraft not used or designed to carry people or cargo.

Most recreational drones would meet this exception. The 2011 form does not specify a limit for covered APRIL 2022

drones. As such, they would be subject to the Coverage C – Personal Property limit.

The 2022 form does not amend the exclusion or exception regarding aircraft. However, this form does create a specific limit of $2,000 on model or hobby aircraft not used or designed to carry people or cargo.

Regarding liability coverage: In both the 2011 and 2022 forms, the definition of “aircraft liability”

COVERAGE CORNER contains an exception for model or hobby aircraft not used or designed to carry people or cargo. This exception is notable as it means the liability exclusion for “aircraft liability” does not apply to most recreational drones.

VIRTUAL CURRENCY The 2011 form contains no specific mention of virtual currency. As anyone alive today would expect, this needed to be addressed in the revision. As anyone alive today would expect, the ISO’s position on coverage in this form is … um, no.

The specific language is contained in the Property Not Covered section and reads as follows: We do not cover: … (m.) Virtual currency of any kind, by whatever name known, whether actual or fictitious including, but not limited to, digital currency, crypto currency or any other type of electronic currency; It’s worth noting that this language is specific to currency. With regards to virtual assets/collectibles, the form is silent.

RIDING LAWN MOWERS Permit me a story. One of my neighbors became a local celebrity for frequently piloting his lawn mower down neighborhood streets to the corner convenience/beer store. You might be thinking, “How is the HOA okay with that?” or “Can’t this knucklehead get a traffic citation? Where the %^#* are the cops?!” In response to those completely rational and fair inquiries, I offer you the following: 1) He was the long-time president of our HOA, and

2) Remember … I’m in Florida.

For a coverage analysis, let’s call this guy Kevin … er … um … John. Yes, definitely John.

The 2022 form amends the definition of “motor vehicle” by referencing its capability. The updated language is in part a. of the definition and reads as follows: “Motor vehicle” means: a. A land or amphibious vehicle that is self-propelled or capable of being self-propelled; Regarding personal property coverage: While both the 2011 and 2022 forms consider “motor vehicles” as Property Not Covered, both contain an exception which would allow coverage for certain vehicles including most riding lawn mowers*: 4. Property Not Covered We do not cover:… c. “Motor vehicles”…

However, this Paragraph 4.c. does not apply to:…

(2) “Motor vehicles” not required to be registered for use on public roads or property which are: (a) Used solely to service a residence; or (b) Designed to assist the handicapped; For example, if John also uses his riding lawn mower to cut the lawn at his office or to make frequent beer runs, the exception no longer applies.

that found in (2)(a) above. However, the 2022 form adds an exception that broadens liability coverage specifically for riding lawn mowers.

In summary, the 2022 form contains both the traditional exception language (seen below in 2.b.) and the newly added exception language (seen below in 2.c.): Continued on page 21

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HOMEOWNERS IN REAL LIFE: TALES OF CLAIMS & COVERAGE APRIL 7 9 AM-NOON

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Regarding liability coverage: Both forms contain a lengthy exclusion for “Motor Vehicle Liability” which is subject to several exceptions. In the 2011 form, the exception most likely to allow coverage for a liability claim involving the use of a riding lawn mower contains language similar to IABforME.com |

THAT’S PERSONAL: HOME & AUTO EXPOSURES APRIL 19 9 AM-NOON

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Register today. IABforME.com 800-998-9644, option 1

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NEWS & NOTES

IA&B RELOCATES HEADQUARTERS

NY CYBERSECURITY FILING DEADLINE

PA WORKERS’ COMP RATES DIP

IA&B last month relocated its Mechanicsburg, PA headquarters.

Following the sale of the IA&B building in January, the Board of Directors approved the lease of new office space nearby.

If you conduct business in New York, you must refile a fresh certificate of compliance annually with the New York Department of Financial Services (NYDFS). Agencies and individuals currently entitled to the limited exemption and those who are subject to the full requirements have until April 15, 2022 to comply.

Effective April 1, revised loss costs and related rating values took effect.

The Insurance Commissioner in February approved the Pennsylvania Compensation Rating Bureau’s proposed -6.25% overall change in collectible loss costs.

Adopted in March 2017, the regulation requires assessment of cybersecurity risk and adoption of a cybersecurity program. It applies to resident and non-resident agencies and producers licensed in New York.

SHARE YOUR MILESTONE ANNIVERSARIES

Please note IA&B’s updated address: 650 Wilson Lane, Suite 200 Mechanicsburg, PA 17055 The organization also leases an office in Annapolis, MD.

Review our resources (select New York from the Cybersecurity dropdown menu) for more information on the exemption, obligations, and how to comply.

IABforME.com/cybersecurity-databreach/

MEMBER BENEFIT HIGHLIGHT Avoid the headache of digging through regulations. IA&B did the heavy lifting for you and created a library of white papers – documents that simplify complex industry requirements.

White Paper Topics: • • • • • • •

Fiduciary Duties Fair Labor Standards Act Policy Nonrenewal & Cancellations Privacy Series Rebating Record Retention Surplus Lines

PA ACCIDENT SURCHARGE CAP TO CHANGE The Pennsylvania Insurance Department will increase the accident surcharge dollar threshold to $1,900 as of July 1, 2022.

Auto insurers may not penalize policyholders whose aggregate claim cost over a three-year period does not exceed the cap.

The threshold was last adjusted effective July 1, 2020 when it was increased to $1,800.

IABforME.com/white-papers 6

APRIL 2022

Many independent agencies have a rich history in their communities.

IA&B wants to recognize your agency’s contributions.

Is your agency celebrating a milestone anniversary? Whether it’s five years or 125 years in business, we want to acknowledge your accomplishment. Submit a (historical or present-day) photo of your staff or building for inclusion in Primary Agent magazine.

Email announcements and images to IA&B Public Relations Director Karen Robison at KarenR@IABforME.com.

TOP FIVE IA&B ANNOUNCES MOVE

MEMBER BENEFIT HIGHLIGHT

SHARE YOUR MILESTONE ANNIVERSARIES

REASONS AGENTS LOVE IA&B this month will relocate its Mechanicsburg, PA headquarters.

Following the sale of the IA&B building in January, the Board of Directors approved the lease of new office space two miles away from the current building.

Rely on IA&B's library of vetted insurance content to respond to customers’ questions or educate prospects. You'll save time and effort.

Many independent agencies have a rich history in their communities.

IA&B wants to recognize your agency’s contributions.

WORKING WITH US! 1

Unparalleled Financial Strength

Please note IA&B’s updated address: 650 Wilson Lane, Suite 200 Mechanicsburg, PA 17055

The IA&B phone number will remain the same, and for now, we will receive mail sent to the the new and old (5050 Ritter Road) address. The organization also leases an office in Annapolis, MD. Acuity has a 20year track record of beating the industry by more than double the growth and a full If you conduct business in New York, eight points on the you must combined ratio.refile a fresh certificate of compliance annually with the New York Department of Financial Services (NYDFS). Agencies and individuals currently entitled to the limited exemption and those who are subject to the full requirements have until April 15, 2022 to comply.

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Each of the 20 customer flyers is professionally designed and ready for customization. Simply download the document in Word to easily add your agency’s logo and contact information.

The customer flyers are anService exclusive World-Class Claims benefit of IA&B membership.

IABforME.com/marketing-resources

Is your agency celebrating a milestone anniversary? Whether it’s five years or 125 years in business, we want to acknowledge your # accomplishment.

Submit RATED 1 a (historica COMPANY FOR or present-day) photo of your staff WORK-LIFE BALANCE or building for inclusion in Primary DURING COVID-19 Agent magazine.

Email announcements Consistently and images to recognized asDirector Karen IA&B Public Relations one of the best Robison at KarenR@IABforME.com. places to work in the nation.

Responsive and Relationship3 Based Underwriting NY CYBERSECURITY FILING DEADLINE

4

5

If you need help logging into the website to access the flyers, contact IA&B at 800-998-9644, option 0 or email IAB@IABforME.com.

Stable and Consistent Questions? Contact: Market Megan Fioretta, ABC IA&B Brand Manager 800-998-9644, ext. 605 MeganF@IABforME.com

Impeccable Culture

PA ACCIDENT SURCHARGE CAP TO CHANGE

SELL ACUITY!

Adopted in April 2017, the regulation requires assessment of cybersecurity risk and adoption of a cybersecurity program. It applies to resident and non-resident agencies and producers licensed in New York.

Review our resources (select New York from the Cybersecurity dropdown menu) for more information on the exemption, obligations, and how to comply.

The Pennsylvania Insurance Department will increase the accident surcharge dollar threshold to $1,900 as of July 1, 2022.

Auto insurers may not penalize policyholders whose aggregate claim cost over a three-year period does not exceed the cap.

The threshold was last adjusted effective July 1, 2020 when it was increased to $1,800.

IABforME.com | IABforME.com/cybersecurity-databreach/

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ON THE COVER

Q&A with

CHRIS GEBHARD

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Chris Gebhard is President of Hoaster Gebhard & Co., an independent insurance agency and risk management firm based in Lebanon, PA. He also is a Pennsylvania State Senator, representing the 48th District.

Q. What’s the best piece of advice that your father gave you when you took over the agency?

Q. Your father was an independent agent (and former chairman of IA&B). Was it always your plan to follow in his footsteps? If so, what intrigued you about the industry?

And if not, what changed your career path?

Q. You first entered the political arena in May 2021, when you won a special election to fill a vacated Pennsylvania Senate seat. What prompted you to run for office? And what did you think of the campaigning process?

A. Despite my father owning an agency, I certainly did not grow up thinking I would be in the insurance industry.

In fact, I had little interest when I returned home after graduating from Vanderbilt University. However, that summer, as I was reviewing job opportunities and helping my father with some projects in his office, I met our field representative from the Cincinnati Insurance Company.

He asked about my future plans, and when I indicated I didn’t have anything concrete, he encouraged me to apply to be a Commercial Underwriter with them. After a couple interviews, I was hired and packed my bags for Cincinnati, Ohio.

A. If you had asked me on Jan. 1, 2021 if I’d ever hold political office, I surely would have laughed and said no way. I had never been involved in politics, never run for any office, and was not even very active in the local party.

However, when my friend Sen. Dave Arnold passed away in early January 2021, something stirred inside of me. It was the height of the pandemic, and I was frustrated with the way the Commonwealth was heading, so I thought it was time to stop complaining and do something to make it better. My wife and I have always held a belief that it’s incumbent on all of us to make our communities a better place, and to me this was a chance to really take that concept to a higher level.

I ended up learning the business from the carrier side and worked for Cincinnati for 3.5 years. At that point my father was working on his perpetuation plan and indicated it was now or never if I wanted to return to the agency. So on Jan. 1, 2000, I packed up and drove home and started with the agency the next day.

As far as campaigning, it actually feels a lot like the sales business, so I took to it naturally. I’m a small-town agent, so a lot of what we do to campaign is what I was doing to promote our business. Attending events, speaking with various community groups, and at times going door to door was all part of our campaign plan last spring.

A. He told me to always put the clients’ interests first. Our industry is absolutely based on relationships and trust, and we must never take either one for granted.

APRIL 2022

Q. Reflecting on your first months in public office, what surprised you the most? And what are you most proud of?

A. When I was sworn in in June, I had zero government experience. Honestly, I knew nothing about how anything worked. I have made the joke that my only experience with the government before this job was that I paid my taxes. What surprised me was how little in terms of onboarding they have in the Legislature. I was asking hundreds of questions about how everything works and basically where the onboarding manual was. The answer was always the same … “We will just swear you in, and you’ll figure it out.”

To complicate matters, starting in June – by far the most hectic time in Harrisburg – made that no easy task. In my first three weeks, we battled over ending the governor’s emergency declaration powers, passed comprehensive election reform (the governor vetoed it), and passed the 2021-22 fiscal budget.

I think I’m most proud that we accomplished all of that despite being completely new to the whole system. I am forever indebted to our team, as we averaged over 55 hours a week those first few weeks, and it was all handson deck without a single complaint.

Q. You have a unique perspective as an independent agent and an elected official. What would you want other IA&B members to understand about the political process?

minded individuals to succeed, which only strengthens our influence under the dome.

Q. Your Senate term ends in November 2022. Do you intend to run for re-election? Why or why not?

A. We just recently announced our plan to run for reelection. The 2022 election cycle is well underway, and the first hurdle will come in the May primary election as we look to win the Republican nomination. I’ve enjoyed the opportunity to learn the process and the inner workings of the state government. But, most importantly, I’ve found some real satisfaction in serving the constituents in the 48th district. I think we’ve done some great things in just a short period of time but see much more progress ahead.

Q. On a personal note … when you’re not at the state Capitol building or the agency, where will we find you and who will you be with?

A. I have two young boys (Davis age 13 and Drew age 10), so my wife Sarah and I spend plenty of time chasing them around at their various sports and school-related activities. I also enjoy reading and playing a little golf when I’m able to find the time. However, with all I have going on these days, spare time is certainly at a premium.

A. I think we all underestimate just how much impact the legislative and regulatory process has on our lives.

It’s easy to become engulfed in our world – running our agency and living our lives – and be naïve to the goings on in Harrisburg. However, I think it is also important to know that our legislators are making decisions on a wide breadth of topics and industries. Input from experts in those fields is vital to shaping the policy that comes from both Washington and Harrisburg. Be open and available to your legislator if an insurance piece of legislation is moving through the system. I believe I am the only independent agent in the [Pennsylvania] legislature, so insurancerelated knowledge and opinion is certainly needed among my 252 colleagues.

Lastly the roll that IA&B’s AgentPAC plays in the process cannot be understated. It has become more and more expensive to run campaigns in the Commonwealth, and AgentPAC has been a great supporter of mine this past year. It’s through financial support that we can set up likeIABforME.com |

Sen. Christopher Gebhard with IA&B VP - Advocacy Claire Pantaloni at the PA Capitol.

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IA&B PARTNERS PROGRAM

Thank You

OUR FEATURED PLATINUM PARTNER Insurance Agents & Brokers proudly recognizes Millers Mutual as one of its Platinum Partners.

IA&B Platinum Partners dedicate the highest level of sponsorship to our organization.

INTELLIGENTLY INSURING UNDERSERVED MARKETS TO ENSURE RELIEF IN TRYING TIMES.

Our reputation for insuring apartment buildings and rental properties is unrivaled.

In the wake of an accident, an insurance policy should provide a source of solace. Without a carrier that’s deeply invested in the multifamily housing space, property owners experiencing a loss may find just the opposite.

AFFORDABLE HOUSING

PLATINUM PARTNERS

At Millers, we choose to be a part of the affordable housing solution.

Acuity

Where other providers divide their attention across multiple classes of business, Millers Mutual zeros in on multifamily housing. Our deep understanding of the exposures endemic to the niche means thorough coverage for property owners—and reassurance amid the anxiety of emergencies.

Our agents and our customers deserve a carrier that’s dedicated to understanding the intricacies of multifamily housing.

Jonah Mull President and CEO

CORPORATE HEADQUARTERS Harrisburg, PA

WEBSITE MillersInsurance.com TOLL FREE 1.800.745.4555 10

COMMERCIAL REAL ESTATE Office buildings, strip malls and mixed-use buildings can be found on our books.

APRIL 2022

Erie Insurance Millers Mutual Insurance Penn National Insurance

STUDENT HOUSING Now offering off-campus, privately owned student housing insurance.

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We’re committed to being a valuable resource for, and maintaining relationships with, our independent agency partners by providing exceptional property-driven insurance for building owners in PA, DE, MD, OH, VA and D.C. We’ve focused our appetite so that we may provide the highest value possible to our agents and our customers.

A.M. BEST RATING A- (Excellent)

Thanks to these partners for supporting the independent agent network.

Millers Mutual Insurance, based in Harrisburg, PA, is a niche property and casualty insurance carrier that brings stability to a difficult risk: multifamily housing.

Avoiding gaps in coverage takes singular focus.

PRESIDENT & CHIEF EXECUTIVE OFFICER Jonah Mull

MULTIFAMILY HOUSING & DWELLING

Interested in becoming a partner?

Reach out today.

Tim Wonder IA&B VP-Membership 800-998-9644, ext. 351 TimW@IABforME.com IABforME.com |

11

IA&B PARTNERS PROGRAM

Thank You

OUR FEATURED PLATINUM PARTNER Insurance Agents & Brokers proudly recognizes Millers Mutual as one of its Platinum Partners.

IA&B Platinum Partners dedicate the highest level of sponsorship to our organization.

INTELLIGENTLY INSURING UNDERSERVED MARKETS TO ENSURE RELIEF IN TRYING TIMES.

Our reputation for insuring apartment buildings and rental properties is unrivaled.

In the wake of an accident, an insurance policy should provide a source of solace. Without a carrier that’s deeply invested in the multifamily housing space, property owners experiencing a loss may find just the opposite.

AFFORDABLE HOUSING

PLATINUM PARTNERS

At Millers, we choose to be a part of the affordable housing solution.

Acuity

Where other providers divide their attention across multiple classes of business, Millers Mutual zeros in on multifamily housing. Our deep understanding of the exposures endemic to the niche means thorough coverage for property owners—and reassurance amid the anxiety of emergencies.

Our agents and our customers deserve a carrier that’s dedicated to understanding the intricacies of multifamily housing.

Jonah Mull President and CEO

CORPORATE HEADQUARTERS Harrisburg, PA

WEBSITE MillersInsurance.com TOLL FREE 1.800.745.4555 10

COMMERCIAL REAL ESTATE Office buildings, strip malls and mixed-use buildings can be found on our books.

APRIL 2022

Erie Insurance Millers Mutual Insurance Penn National Insurance

STUDENT HOUSING Now offering off-campus, privately owned student housing insurance.

Plymouth Rock Assurance BECOME A PARTNER TODAY

We’re committed to being a valuable resource for, and maintaining relationships with, our independent agency partners by providing exceptional property-driven insurance for building owners in PA, DE, MD, OH, VA and D.C. We’ve focused our appetite so that we may provide the highest value possible to our agents and our customers.

A.M. BEST RATING A- (Excellent)

Thanks to these partners for supporting the independent agent network.

Millers Mutual Insurance, based in Harrisburg, PA, is a niche property and casualty insurance carrier that brings stability to a difficult risk: multifamily housing.

Avoiding gaps in coverage takes singular focus.

PRESIDENT & CHIEF EXECUTIVE OFFICER Jonah Mull

MULTIFAMILY HOUSING & DWELLING

Interested in becoming a partner?

Reach out today.

Tim Wonder IA&B VP-Membership 800-998-9644, ext. 351 TimW@IABforME.com IABforME.com |

11

At the beginning of the pandemic, we offered our teams and customers in the insurance industry subtle tips about the psychology of remote communications via our regular Tech Essentials publication. Since these tips were published, many indicated that they were very helpful in fostering better work communications over the last year and a half. This has reminded the scientist in me that we now have a baseline (albeit anecdotal) that these tips actually work! Plus, many of our more recent product innovations are enabling these tips to be used with much greater ease.

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So please use these tips in good health, especially since many of us will be working remotely or in hybrid work situations for the foreseeable future. Plus, if you’re a Star Wars fan, you’re in luck because there are some parallels between how these tips work in the real world and what Jedi knights do in a galaxy far, far away.

Read on if you’d like to “use the force” in order to master better remote work communications.

APRIL 2022

MASTER REMOTE WORK

Tip 1:

▲ This simple emoji placement in context in the beginning of your message will therefore make readers more receptive to the message you are delivering by email.

Tame the Initial “Fight-or-Flight” Instinct (Using Emojis or other Personalized Communication) Without the regular human interaction of in-person client visits, in-office meetings, or in-person conferences, even a yellow animated emoji with a quasi-human face placed in context of an email can initiate a favorable human bonding experience – not unlike seeing the apparition of Yoda or Obi Wan Kenobi appear just when you face a critical challenge. 😉

HERE IS (SCIENTIFICALLY) WHY: ▲ Putting an emoji in the first sentence of an email subconsciously puts the reader in a positive mindset before they process the message content, which helps guide their brain into interpreting the words they see with a more positive hue. ▲ This emoji phenomenon has to do with simple cues that can release the right hormones in readers, ones that can provide a positive aura while their brain interprets the content of your email. ▲ When you engage in a positive way, as Dr. Jonathan Silk – a decorated Army veteran, purple heart recipient, and CEO of business coaching firm, Bridge3 – explains, the people you are virtually interacting with (e.g., reading your email or Teams message) benefit from a surge of oxytocin hormone levels. This impacts the neurotransmitter in their brain that supports bonding behavior and positive emotions associated with trust.

IABforME.com |

So, what specifically from RPost can provide a similar “emoji effect”? We’ve heard time and again from customers who use RMail that, when their recipients see the RMail Email Encrypted banner visible in their emails, it gives them peace-of-mind and confidence in knowing that their communications will be free from prying eyes.

There’s also RMail’s SideNote® feature, which gives context up front to recipients copied on an email as to what to expect from the email or why they were copied.

It’s basically like a personal sticky note that offers an extra layer of explanation and can be as formal/informal as the sender wants. (It’s also no coincidence that the color of SideNote messages is a friendly, emoji-like yellow!)

SideNote messages can help smooth over the edges of remote corporate communications and can have the effect in a remote world of a friendly, very human sidebar.

I often use them to communicate praise and thanks to individuals on an otherwise dry work email chain.

“If you use eye contact in virtual meetings … there is then an initiated human connection.”

- Zafar Khan, RPost CEO

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Tip 2:

study concludes that neural substrates of a mutual eyegaze – this automatic eye mimicry – activates the limbic mirror system more in a live, online encounter.

Make Effective (Virtual) Eye Contact When you’re speaking with someone directly in the non-remote world (e.g., at a car dealership, restaurant, or dinner party) and they avoid eye contact, what do you normally think? Probably that they are uncomfortable and/or trying to hide something from you. Either way, it’s not a good look. A good Jedi can intuit non-verbal cues even without using the force.

THE QUESTION IS: DOES EYE CONTACT HAVE THE SAME EFFECT IN THE VIRTUAL WORLD? Many of us continue to succumb to the distractions rampant in the remote working-world. Think of it this way: When we were in the office, how many of us had to contend with kids/pets barging in on our meetings or having that loaf of sourdough bread in the oven set off the fire alarm?

The person on the other end of the video conference has no idea what your home life is like, so through their video conference lens, they may only see someone who clearly is not interested in the business at hand.

A recent study concludes that, yes, if you use eye contact in virtual meetings, the subconscious of the person you are connecting with automatically mimics your eye contact and movement, and there is then an initiated human connection. Interestingly, it is not seeing someone’s face or smile that creates this humanized encounter — it’s the live eye contact and the synchronizing of one’s gaze and blinking.

WHAT ABOUT IF SOMEONE WATCHES A PRERECORDED WEBINAR? CAN YOUR EYE CONTACT HAVE THE SAME IMPACT? According to the study, no; live eye contact invokes a greater emotional connection than pre-recorded. The

14

Bottom line: Direct live, online eye contact counts. Even in the virtual world, it remains a critical part of human social interaction because it is closely tied to the formation of relationships and feelings of empathy.

SO THAT’S THE SCIENCE BEHIND MAKING (VIRTUAL) EYE CONTACT. HERE’S SOME PRACTICAL ADVICE: Make sure that your eyes are level with your computer’s camera. This is particularly difficult when working with laptops because when they are placed on desks (or laps) the cameras often must be tilted up, which can greatly throw off any meaningful eye contact. So put those old books and magazines to use and prop up your laptops with them so you can achieve direct and level eye contact.

In many ways, the Registered Encryption™ service from RMail provides the kind of disarming reassurance that quality eye contact provides. This patent-pending RPost technology gives an email sender visibility around whether a sent email was in fact delivered encrypted from the sender’s desktop to the recipient’s inbox. It’s like the RMail Registered Receipt™ you’ve all come to know and love, but now you get certified proof of end-to-end encryption.

Put another way, Registered Encryption™ will not only show you that your message got to the receiver encrypted but that it traveled the whole way encrypted.

Registered Encryption™ can record whether an email that was sent has remained at an acceptable or best level of encryption from the sender’s desktop through to and while inside the recipient’s inbox while the message is at rest; and can prove if needed – with an auditable and authenticatable record – that the sender did transmit specific content in their message end-to-end encrypted.

How’s that for building trust?

APRIL 2022

Tip 3:

In a video conference situation, your positive head nodding when you speak can make another person in the meeting mirror your positive head nodding, which can instill agreement and generally positive feelings in both people. Note that this should be done in a subtle way (like Obi Wan), as doing this nodding too obviously will then just look strange and off-putting.

Use the Force.

Nod Your Head.

You remember the scene in the original Star Wars movie where Obi-Wan Kenobi tells those storm troopers, “These aren’t the droids you’re looking for”? This is a classic example of a Jedi mind trick where, through a series of physical gestures, the mind of a subject is briefly controlled. In the movie, we’re told that you must use the force to do this.

For us non-Jedis working from home on video conferences, nodding your head up and down (showing approval) is in effect telling others that you have confidence in your own thoughts – whether those thoughts are positive or negative. In a sense, nodding or shaking your head as well as other body movements act as a kind of self-validation that confirms to us and others how we feel about our own thoughts. An important caveat here is that nodding your head side to side (showing disapproval) can, not surprisingly, have the opposite negative effect.

WAIT. SO I CAN CONTROL OTHER PEOPLE’S MINDS SIMPLY BY SHAKING MY HEAD UP AND DOWN? No, it’s not really like what happens in Star Wars, and that’s a good thing – although some people can be very persuasive using physical cues. What is happening is more about instilling a feeling of “contagious confidence” in what you’re saying. It’s not like nodding your head will get your boss to immediately give you that promotion.

The scientific phenomenon here is called “isopraxism” (iso being Greek for “same” and praxism meaning “behavior”), otherwise known as “mirroring.” This is behavior in which one person unconsciously imitates the gesture, speech pattern, or attitude of another.

HOW CAN RPOST HELP ME WITH THIS ISOPRAXISM THING? While we have yet to invent a technology to directly help people gain consensus on video conferences, RSign is the most effective, efficient, and affordable way of gaining Continued on page 20

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The RSign web-based process allows you to quickly and intuitively prepare and send documents for electronic signature while always maintaining access and control.

Learn more and schedule a demo.

Rmail.com/IAB Have questions? Contact IA&B. Claire Pantaloni, CIC, CISR VP-Advocacy 800-998-9644, ext. 604 ClaireP@IABforME.com Don Bankus Legal & Corporate Affairs Director 800-998-9644, ext. 603 DonB@IABforME.com

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agreement via electronic signature. RSign’s ease of use and ability to streamline workflows instills what we like to call “sender and signer bliss” – it’s the software version of the up-and-down head nod.

RSign has a simple user design, sharable templates, template rules and dependencies, custom workflows, real time reporting, advanced document configuration, and much more. If you’re now nodding your head in agreement about RSign’s benefits and ease of use, then my work here is done. In the immortal words of Obi Wan, “You can go about your business ... move along.”

That concludes our “Jedi seminar.” We hope you’ve enjoyed reading about these remote communications tips. Please feel free to contact us at RPost (RPost.com/ contact/questions/) or auto-schedule an RPost meeting

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or demo (calendly.com/RPost) to discuss RMail, RSign, or any of the other highlighted features in-depth. May the (remote communications) force be with you!

RPost CEO Zafar Khan has been in the technology field for more than 15 years, and he has strategy and finance experience with Deloitte Consulting and Goldman Sachs. He has also worked to transfer U.S. Department of Energy National Lab technology to the private industry and was selected as one of 15 CEOs to participate in a U.S. Presidential Trade Mission. Khan has invented four U.S. patents, holds a BA degree from Wesleyan University, an International Certificate from The Georgetown University School of Business, and an MBA degree from The Wharton School.

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APRIL 2022

COVERAGE Continued from page 5

2. If Exclusion A.1. does not apply, there is still no coverage for “motor vehicle liability”, unless the “motor vehicle” is:… b. Used solely to service a residence; c. A riding lawn mower that, at the time of the “occurrence”, is being used to mow a lawn; Since it’s no longer restricted to a residence, provided he’s actually mowing (not making a beer run, pulling a float in a holiday parade, or both simultaneously,) John now can expect his liability coverage to apply should he cause BI or PD while mowing the lawn at his office, church, vacant lot next door, or other non-residential location.

That’s all for now. Until the next round…. Cheers!

Kevin C Amrhein, CIC, CBIA is IA&B's education consultant. He works with our CISR and CIC programs, as well as our special topic seminars and live webinars.

Catch him at one of our upcoming professional training offerings: IABforME.com/education

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STAFF PROFILE

Get to Know …

David Wertz, CPIA Insurance Placement Specialist

Years with IA&B: 2003-2014; 2017-Present

Role at IA&B: As Insurance Placement Specialist, I’m the person responsible for securing new business opportunities for the [IA&B insurance] agency. I sell E&O, Cyber, EPLI, and commercial umbrella. There are also times when you will find me working with an agency to explain the benefits of becoming a member of IA&B.

Best part of your job: I find that getting to know agents and learning about their different hobbies and where they live fascinating. If I have been to an area where an agent is located, I can normally find places to eat, points of interest, or in some cases, have discussions about events that have happened in the area.

I have met some very cool people along this journey, and I’m thankful for the opportunity to talk with them.

Favorite sports team: It’s really a 50/50 toss up here. I tend to schedule my Saturdays in the fall around Penn State football. However, like several of my coworkers, I also bleed red and blue during the winter months watching the Washington Capitals … choke every season.

What keeps you busy outside of work?

Spending time with my family is always priority one. I do have the opportunity to sneak in some hiking now and again. I love to be outside in nature, walking dirt paths and seeing amazing sites. I will also throw the kayaks in the water during the warmer months and take a “cruise” down a river or creek, or paddle my way across a lake. My goal this summer is to climb Mt. Washington in New Hampshire.

You can reach David at: 800-998-9644, ext. 506 DavidW@IABforME.com

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Editor: Karen Robison KarenR@IABforME.com 800-998-9644, ext. 606 Contributing editors: Jennifer Ross Megan Fioretta Sarah Jacoby Sales Account Executive: Laura Gaenzle laura.gaenzle@theygsgroup.com 717-430-2351

Q U E S T I O N S?

CONTACT TIM WONDER, IA&B VP-MEMBERSHIP 800-998-9644, EXT. 351 TIMW@IABFORME.COM

ATTENTION INSURANCE SUPERHEROES: REGISTER FOR SPRING COURSES Your customers count on you when they need help.

Our education goal is simple: To give you the tools to be an insurance hero. Through IA&B education, you can conquer the insurance world for your clients.

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QUESTIONS? Call 800-998-9644, option 2 Email: education@IABforME.com

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IA&B core hours of operation: 8:30 AM - 4:30 PM, Mon - Fri.

APRIL 2022

EARN CE WITH IA&B

WELCOME NEW MEMBERS 3 Cheers, Inc. Columbia, MD Dukes-Moore Insurance Agency

E D U C AT I O N SCHEDULE APRIL 2022 Register today! 800-998-9644, option 1 IABforME.com/education LIVE WEBINARS DATE TOPIC

TIME

Apr 5

1-4 PM

Weber Insurance Corporation

Personal & Commercial Lines Endorsements: Some Good, Some That Really Stink

Apr 5-6

CIC - Life and Health Institute

8AM -5PM

Langhorne, PA

Apr 5

Flood Insurance, FEMA, and the NFIP

9AM-12PM

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CISR - Personal Lines Miscellaneous

8AM-3:45PM

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Homeowners in Real Life: Tales of Claims & Coverage

9AM-12PM

Apr 7

Agent’s E&O: Duties, Best Practices, Operations, Workflows, and Certificates

1-4 PM

Apr 12

Cyber - Evolution, Exposures, Incidents & Insurance

9AM-12PM

Apr 12

Chris Amrhein’s Adventures in Aging”: Social Security and Other Retirement Income Solutions”

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Apr 13

CISR - Agency Operations

8AM-3:45PM

Apr 13

Hour w/ Corey: Valuation Issues w Custom Cars & Tricked Out Trucks

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Apr 19

That’s Personal: Home & Auto Exposures Your Insured Doesn’t Share (and Why That’s Bad)

9AM-12PM

Apr 19

Ethics: Essentials for the Insurance Producer

1-4 PM

Apr 20

CISR - Life & Health Essentials

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Hour w/ Cathy: Three Commercial Property Insurance Problems and How to Fix Them

2-3 PM

Apr 21

How/Where the %^* Will I Live?” Insurance Solutions for the Long-Term”

1-4 PM

Apr 26-28

Property & Casualty Licensing Study Course

8AM -5PM

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For information about membership or benefits, contact:

Tim Wonder, VP-Membership 800-998-9644, ext. 351 TimW@IABforME.com

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