Delaware Primary Agent - December 2019

DECEMBER 2019 | DELAWARE

RICK RANKIN

ADVICE FROM AN INDUSTRY CHAMPION

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IN THIS

8 ON THE COVER: Q&A WITH RICK RANKIN Murray CEO and IA&B Vice Chairman Rick Rankin shares advice for young producers and perspective on industry changes.

18 FUTURES CONFERENCE PHOTOS

Check out photos from the 4th annual IA&B Futures Conference for young insurance professionals, held Oct. 8-9 in Bedford, PA.

22 3 MARKETING TRENDS FOR 2020

Capitalize on social proof, FOMO, and online engagement to grow your agency in the year ahead.

IN EVERY ISSUE 2 3 4 6 7 9 26 29 29

Chair of the Board’s Message Don’s Discussion Coverage Corner President’s Message News & Notes New Members Pics & Posts Education Classified Ads

JOIN US ON SOCIAL MEDIA: Facebook.com/IABforME LinkedIn.com/company/IA_and_B Twitter.com/IA_and_B

AGENTS BUCK THE DOOMSAYERS, BUT ADAPTATION STILL REQUIRED

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About IA&B 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, 5050 Ritter Road, Mechanicsburg, PA 17055.

Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2019-12, is published monthly by IA&B Service Group Inc., a subsidiary of IA&B. Copyright 2019. 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.

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CHAIR OF THE BOARD’S MESSAGE

BOARD OF DIRECTORS INSURANCE AGENTS & BROKERS

GRATITUDE, REFLECTION, AND ENTHUSIASM

T

5050 Ritter Road | Mechanicsburg, PA 17055 800-998-9644 | IABforME.com

OFFICERS

Chair of the Board

Craig S. Mader Crofton, MD

is the season for gratitude and reflection. For many of us, our hearts and minds begin conjuring these emotions as the year comes to its end and we look with hope to what the new year may bring. This includes all facets of our lives, be it at home and with family, at work, in our social circles, in our faith life, and in our professional organizations – IA&B included.

Vice Chair of the Board

Richard M. Rankin, CIC Lancaster, PA

MEMBERS

Sarah M. Brown, CIC, CRM, AFIS Shrewsbury, PA

As I reflect on our agents’ association, the first thing that comes to mind is the strength in leadership. I’m thankful for the tenure of those I’ve served under, most recently John Hollister, who led the Board over the past two years and oversaw a seamless transition of leadership this fall. I’m grateful for each of IA&B’s Board members for their dedication to this organization and their individual strengths and talents. (Meet them on pages 10-11.)

Emory Stephen Burnett, CIC, ARM

I’m also optimistic for the industry at large and for our association in particular.

I had the opportunity to attend part of the IA&B Futures Conference in early October, where I met dozens of eager, smart, and dedicated young insurance professionals. They are “bringing it” with new ideas, efficiencies, smart social media strategies, and marketing ideas! (Find event photos on pages 18-19.)

G. Greg Gunn, CIC*

Finally, I’m enthused about the direction of IA&B and the value it brings to member agencies. The Board and staff conducted a small-agency focus group in October, and participating members provided astute insight into what their challenges are and how IA&B can assist them. The ideas exchanged will guide our direction, and programs will be created, enhanced, and improved upon as we adapt to an ever-changing environment I hope that you’ll join me in a spirit of gratitude and thanksgiving during this wonderful time of the year and that you are enthusiastically looking forward to what is coming in 2020 and beyond.

Respectfully,

Wilmington, DE

Andrew Enders, Esq. Harrisburg, PA

Michael P. Ertel Sr.+ Columbia, MD

Len Gieseler, LUTCF Pottstown, PA Lemoyne, PA

Bryan C. Hanes, JD Hagerstown, MD

Lisa A. Leach Goth, CIC New Bethlehem, PA

Shannon Lipniskis Indiana, PA

Elizabeth H. Martin, CIC Millersville, PA

Mark J. Monroe

West Chester, PA

Michael A. Papa, CIC, MBA Hunt Valley, MD

D. Bradley Rosenkilde Jr. Hunt Valley, MD

Tara S. Silfies, CPCU Bethlehem, PA

Robert L. Smyrl Jr., CIC Hatfield, PA

Lawrence A. Wilson, CIC, CPIA, CPCU, ARM** Newark, DE

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J. Marshall Wolff, CIC, CPCU

Craig Mader Chair of the Board

Easton, PA

* Pa. IIABA National Director ** Del. IIABA National Director + Md. PIA National Director

DECEMBER 2019

Don’s Discussion Claire-ification IA&B Legal & Corporate Affairs Director Don Bankus provided this month’s answer.

Are you a member with a question? Contact Don to find the answer at 800-998-9644, ext. 603 or DonB@IABforME.com.

QUESTION: Can my agency prohibit employees from having visible tattoos and other visible body jewelry/piercings?

ANSWER: As an employer, you have the right to establish a personal appearance policy (dress code) which reflects your agency’s unique business needs and culture and promotes a particular brand or look. If you implement such a policy, you have the right to enforce it, which may include the use of verbal and/or written warnings, as well as suspension or termination of employment. This includes the right to prohibit tattoos and other body piercings which are not consistent with the agency’s branding, image, or values. It also allows you to implement guidelines regarding their display during business hours. You are within your rights to require that piercings be removed and that tattoos be covered.

STATUTES AND CASE LAW At present, there are no federal or state laws in Pennsylvania, Maryland, or Delaware which expressly govern personal appearance policies. Employers have (and courts have consistently upheld) the right to project an image of their choosing.

They may establish and implement dress codes, so long as they don’t discriminate against employees and/or prospects based on gender, race, religion, disability, or any other protected status.

THINGS TO CONSIDER • Ideally, your personal appearance policy should be included in your written employee handbook, which employees should be required to read.

(Have them sign an acknowledgment.)

• The policy should include how it is enforced and the consequences of non-compliance.

• To avoid claims of discrimination, applicants should be advised of the agency’s policy before hire.

• Apply and enforce the personal appearance policy consistently and equally to all employees.

• There should be a tie-in to the agency’s disciplinary policies and procedures.

In addition to outlining a particular dress code, sample language addressing tattoos and body piercings could be as simple as any of the following: • Considered as inappropriate attire is anything which may affect job performance, present a safety issue, or which does not present an acceptable professional image for the agency.

Examples include visible tattoos, branding and facial jewelry, and piercings, such as eyebrow rings, nose rings, lip rings, and tongue piercings.

Torso body piercing with visible jewelry or jewelry that can be seen through or under clothing must not be worn during business hours.

• To present an acceptable professional image for the agency, employees are prohibited from displaying any visible piercings, except for earrings, and any visible tattoos.

• Tattoos: Prominent tattoos on any body parts visible to the public must be covered. Body Piercing: Rings or other body piercing jewelry through the nose, eyelid, tongue, lip, or other visible body part, other than the earlobes, are not acceptable.

• Male employees are not permitted to wear earrings during work hours.

Female employees will be limited to two earrings in each ear. No other visible body piercing, including of the tongue, is permitted. In addition, prominent tattoos on any body parts visible to the public must be covered.

FINAL NOTE With the above in mind, dress codes are a good way for the agency to ensure that its employees look professional to its guests, customers, and prospects. They also can be beneficial in helping to avoid harassment/discrimination claims and disciplinary problems.

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.

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COVERAGE CORNER

THC, CBD, ISO … SOL?

By Kevin C. Amrhein, CIC

W

hen you see the words “dazed and confused,” what’s the first thing that pops into your head?

A) Zeppelin B) McConaughey C) Insurers reacting to cannabis-risks If you answered “C,” then you and I should be friends because we’ll have a hard time finding others.

Insurer apprehension is understandable.

For the most part, cannabis had been prohibited throughout the United States since the late 1930s. In the late 1990s, a

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different vibe began to permeate through a few state houses, and things started to change. Over the next several years, many states would allow traces to be used for medicinal purposes, others would legalize recreational use, and still others would stand firm in their prohibition.

All the while, financial service providers – including insurers – continued to steer clear of cannabis-related businesses for fear of, in the eyes of federal regulators, being linked to illegal trade.

Then things got weird.

In 2018, federal legislation legalized hemp and hemp-derived products that

DECEMBER 2019

contain no more than 0.3% THC – the psychoactive substance that can produce a “high” often associated with marijuana.

This percentage serves as an important distinction between hemp (federally legal) and marijuana (federally illegal) and would seem to clarify confusion for insurers asked to provide cover to certain cannabis-related businesses. However, continued legal confusion coupled with unclear policy language (exactly what does “contraband” mean?) have caused many commercial insurers to remain fearful of such risks. For example, are the CBD products touted by the insured actually derived from legal hemp? What

about businesses operating within the scope of state law regarding cultivation/ dispensing of marijuana – still a federally banned substance?

It’s likely the struggle will continue for cannabis-related businesses and their agents hoping to secure respectable insurance cover. But something recently happened that could, depending how you look at it, be a blessing (or a curse!) for some insureds.

The Insurance Services Office (ISO) – our policy language overlords – announced a batch of optional cannabis-related endorsements with an effective date of 12/19 that commercial insureds may start seeing on policies soon thereafter (a round of similar endorsements for the ISO BOP were effective 9/19). Not surprisingly, some are very limiting, essentially excluding all cannabis-related products and services. However, ISO also introduced exception endorsements that could prove beneficial to insureds like restaurants, retailers, and clothing/accessory manufacturers that serve, sell, and/or make hemp and hemp-derived products.

Following are brief descriptions of a few of these new endorsements relating to ISO commercial property and commercial general liability policies.

CP 99 03 12 19 – CANNABIS EXCLUSION Adds a broad definition of “cannabis” to the commercial property policy and considers it Property Not Covered.

This policy no longer must rely on the subjective term contraband to remove coverage for damage to such property.

Further, this endorsement removes coverage for Business Income / Extra Expense losses resulting from damage to “cannabis”-related products.

CP 99 04 12 19 – CANNABIS EXCLUSION WITH HEMP EXCEPTION Follows the wording of the CP 99 03 but creates an important exception for hempderived and hemp-containing products and would also create coverage for loss of income.

CG 40 14 12 19 – CANNABIS EXCLUSION Applicable to the CGL policy, this endorsement uses the same broad definition of “cannabis” as the property endorsements and essentially removes coverage for “bodily injury,” “property damage,” or “personal and advertising injury” resulting from a list of cannabisrelated business activities. It also removes coverage for “property damage” to “cannabis.” An exception applies for liability arising from actions of an insured who has used “cannabis” provided it wasn’t sold, serviced, or furnished by the named insured.

CG 40 15 12 19 – CANNABIS EXCLUSION WITH HEMP EXCEPTION Follows the wording of the CG 40 14 but gives back coverage for specific products containing or derived from hemp as well as “property damage” to those same specified products.

CG 40 16 12 19 – CANNABIS EXCLUSION WITH HEMP AND LESSORS RISK EXCEPTIONS Follows the wording of the CG 40 15 but adds an important give-back for such claims arising out of the ownership, maintenance, or use of a premises leased to others by you.

THE TAKEAWAYS Talk to insureds, talk to carriers, do some research!

• It’s essential that we agents communicate this to our insureds: Regardless of legal status, many insurers will not cover cannabisrelated products or claims resulting from them.

• While optional, it’s likely some carriers will apply the ISO limiting endorsements to policies as soon as able.

• Ask carriers about the availability of the Hemp Exception endorsements to buy back coverage if needed.

• Remember that this column offers only an overview of these new, important endorsements. Be sure to read the full endorsements to educate yourself on the definitions, exclusions, and exceptions.

• Read the article titled ISO Cannabis Endorsements Arrive by Linda Ferguson, CPCU, in Rough Notes, Sept. 5, 2019 (an excellent review of the described endorsements and the inspiration for this month’s column!).

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

Kevin C Amrhein, CIC, is IA&B‘s newest 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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PRESIDENT'S MESSAGE

ONWARD & UPWARD: A MESSAGE FROM JASON ERNEST As we approach the end of another year, I’d like to highlight some of the key work done at IA&B during 2019, and give a glimpse into 2020. And to do that, I’d like to fill you in on a recent agent input session we had.

looking to expand their offerings, without the necessity of a direct appointment. Additionally, IA&B has greatly increased its partnership with carriers in 2019 – something we look to continue in 2020.

We recently met with the principals of 15 small agencies – what we define as agencies with 10 or fewer employees. We asked them to list what they see as their largest challenges in the day-today operation of their agencies.

The group as a whole agreed to these five, in order of importance:

In the area of talent recruitment, we have some exciting news.

IA&B has been working with a central-Pennsylvania college to develop an insurance producer certification program. This program will train individuals in the areas of communication, accounting, marketing, and selling. It will also provide insurance producer licensure, so that when students graduate this program, they are ready to hit the ground running in IA&B member agencies. Also, IA&B continues its work as an approved partner of the Future Business Leaders of America (FBLA).

1. Carrier relations and market access 2. Finding new talent 3. Technology guidance 4. HR and management of staff 5. Marketing assistance We are happy to report that a lot of work at IA&B in 2019 went toward these issues. And our strategy in 2020 revolves around offering solutions to these problems.

In the area of carrier relations, we continue with the launch of Independent Market Solutions (IMS). As previously mentioned, IMS is a partnership of 14 states associations, offering market access to those agents who are

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As IA&B continues with an intensive, and extensive, internal technology build, we are seeing opportunities to help our members. One such way is a cyber-security risk audit, where we show members their vulnerabilities and then help them address those vulnerabilities. IA&B is also exploring ways that we can offer alternatives to our members when it comes to AMS systems.

DECEMBER 2019

IA&B continues to pride itself in our compliance offerings to our members, especially in the areas of HR and staff management. From the new DOL overtime rules, to regular updates to our employee handbook model, IA&B continues to stay on top of the changing requirements for independent agencies and will continue to guide members in this area.

Finally, small agencies are looking at ways to thrive in what has become a competitive and digital marketplace. From website assistance to remote employee solutions, with new offerings in the works, IA&B is helping our members gain that competitive advantage.

It was a busy 2019, and 2020 looks to be the same. IA&B will continue to take member input, and use that input to stay relevant to our members. Nobody knows independent agents better than IA&B, and we will use that knowledge to your benefit in 2020.

I wish you and your families a happy holiday season and a prosperous 2020.

Jason Ernest, Esq. IA&B President & CEO

NEWS & NOTES

EXTENDING OUR CONGRATS

Congratulations to the newest CIC, CISR, and CISR Elite designees!

New CIC Designees Tracy Buttel GMG Insurance Agency Chelsea Clark L&W Insurance Agency Amy Clevens Montgomery Insurance Services, Inc. Julie Custer Russell Insurance Group Michael Ebert Genesis Asset Protection Patricia Gangl WSMT Insurance Troy Gilchrist Gilchrist Insurance Group Heather Glowaski Seubert & Associates, Inc. Kathleen Good S.T. Good Insurance Nicole Graham Specht Insurance Group, Ltd. Rosemarie Green McGriff Insurance Services Kyle Gregorich Reinhardt's Agency Brandon Grizzel B + H Insurance, LLC Jesse Harlan Don Jacobs Insurance Services, Inc. Joseph Harner Aegis General Insurance Agency Marta Hummer Unruh Insurance Agency, Inc. Jennifer Kasee Cincinnati Insurance Co. Cheryl Kauffman Consolidated National Insurers Ryan King Miller & Cornell, Inc. Tom Morris B+H Insurance Kelly Parks Risk Placement Services

Mercine Ross Gunn Mowery, LLC

Catherine Trump Gunn-Mowery, LLC

Joanne Kinch Community Insurance

Carolyn Ruppert Century Insurance Consultants

Jina Yusella Seltzer Insurance Agency

Dawn Knerr Millers Mutual Group

Ann Satovich First National Insurance Agency, LLC Julie Webb Keystone Insurers Group Laura Wentling Erie Insurance Group Christina Whiteman Day Deadrick and Marshall Lisa Winchester CBIZ New CISR Elite Designees Sherri Bear CM Regent Insurance Company Jody Bixler Richard S. Miller, Inc. Jessica Blanchard Glatfelter Insurance Company Erin Brownawell Strickler Agency, Inc. Carrie Cooper Avon Dixon Insurance Agency Penny Graff Univest Insurance, Inc. Lindsey Holby E. K. McConkey & Company, Inc. Tracy Ann Mazurowski The Moran Group, LLC Terri Petchulis The Loomis Company Chad Phillips Moran Insurance Group, LLC Shanon Shenberger Harding Yost Insurance Margaret Smentkowski Lindquist Insurance Martina Stephens RPS ISG International

New CISR Designees Tara Arocho Associated Insurance Management, LLC Adrienne Briggs Laurersen Insurance Agency Clayton Bugey Glatfelter Insurance Group Brittani Creamer Consolidated Insurance Jennifer Davis WSMT Insurance Robert DuBose Gunn-Mowery, LLC Kathleen Etnoyer Reilly Insurance, LLC Breanna Filapose McDowell Associates Rebecca Gebelein Lacher & Assoc. Insurance Agency Shannon Gilchrist Hamilton Insurance Agency Felicia Gonzales McGriff Insurance Services Margia Hansen Calvert Pearson Insurance Group Ashley Harris The Insurance Market, Inc. Michael Hoshour Unruh Insurance Agency Gabrielle Hritsko Marthinsen & Salvitti Ins. Group Carrie Kauffman McGowan Insurance Agency Melissa Kelley Williams Insurance Agency

Judy Kraemer Triester, Rossman & Associates Sherry Laukhuff Keller-Brown Insurance Services Lindsey Leer Lechner & Stauffer Michele Machamer Deibler, Straub, & Troutman Jonathan Mayer Gunn Mowery, LLC Molly Mellinger Landis Insurance William Melvin Henry Dunn, Inc. Janet Mike Saratoga Insurance Brokers Bethany Miller Deeley Insurance Group Mary Miller Glatfelter Insurance Group Cherie Montville Millers Insurance Agency Kara Moraru Engle-Hambright & Davies, Inc. Anna Oberdorf Walton-Ebert Insurance Agency Michele Quattrocchi Insurance Agents & Brokers Jessica Parrott The Insurance Market, Inc. Linda Smith Swift, Kennedy, & Company Kelli Weldon Consolidated Insurance Center, Inc. Trish Wert Lawton Insurance Agency Tammy White McGriff Insurance Services

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Q&A WITH

RICK RANKIN

R

ick Rankin, CIC, is chairman, president, and CEO of Murray – a Lancaster, PA-based independent agency that employs nearly 200 people.

Rick is also vice chairman of the IA&B Service Group.

Q. Tell us about how you got your start in the insurance industry and how your career developed.

A. My father worked for Paul G. Murray & Son for 25 years, which was the predecessor company to Murray, so I grew up in the business. I started selling personal insurance and over time moved into commercial lines. I have had the good fortune to work with great people both inside and outside of our company over the years.

Q. What’s your top advice for new producers who are just getting their start in the industry?

A. Commit to education. Insurance is a profession and you have to know what you are selling.

It’s hard to be a generalist, so pick a few industries that you have an interest in, and learn all you can about how they operate and what their risk management and insurance needs are.

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Finally, success doesn’t happen overnight.

The sales cycle is long, but if you are willing to work hard, I can’t think of a more rewarding career.

Q. You’ve been with Murray for 40 years. What are the biggest changes you’ve seen in the agency – and the industry at large?

A. The use of technology and how that has changed workflows and how we communicate with our clients and companies. At the industry level, I would say the evolving distribution models. The lines are becoming blurred between the independent agent model, direct writers, and companies selling over the internet.

Five years ago the word Insurtec didn’t exist, and today millions of dollars have been invested in that space.

Q. In 1994, Murray created an employee stock ownership plan (ESOP). Tell us about that decision and how it has worked out for your agency.

A. At that time the majority owners were looking for a vehicle to help with ownership succession and also a way to reward all team members for their contribution in the success of the

DECEMBER 2019

company. Today, the ESOP owns over 50% of our company. It has been a good tool to attract, retain, and help build retirement savings for our employee owners.

Q. Murray acquired the Securus Group in 2012. What lessons did you learn, and what would you advise other agency principals who are approaching a merger or acquisition?

A. In the last 20 years, we have done over 15 acquisitions, but Securus was by far the largest. Obviously, financially a transaction needs to make sense for both parties, but the mix of business, geography, carriers, and expertise of the staff is important.

Q. We’ve been fortunate to have your leadership on the IA&B Board of Directors since 2013. What drives your commitment to our organization?

A. I feel it is important to be involved in an organization the supports our industry and members. Like every industry today, the challenges of running and growing a business are increasing. IA&B provides resources to help our members succeed.

Q. You live and work on your family farm in Quarryville, PA. Tell us about it!

A. I grew up on the farm, and my wife and I raised our three daughters there.

We have horses, dogs, cats, chickens.

When the kids were growing up, we probably had, at one time or another, at least one of every farm animal you can think of.

Q. You volunteer your time with many organizations … among them the Slumbering Groundhog Lodge.

Do tell: What’s this all about?

A. The Groundhog Lodge is a social club started in 1908 by a group of Lancaster County businessmen to celebrate Groundhog Day on Feb. 2. If the groundhog sees his shadow, we will have six more weeks of winter. If he doesn’t, spring is right around the corner. In 111 years the groundhog has never been wrong. But there were two years when the weather was wrong!

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Have a question about your member benefits? Contact IA&B VP - Membership Tim Wonder at 800-998-9644, ext. 351 or TimW@IABforME.com.

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2019-2020 Board of Directors

Sarah Brown

Keller Brown Insurance Services Shrewsbury, PA

Michael P. Ertel, Sr.

PIA National Director The Jacobs Company, Inc. Columbia, MD

Bryan Hanes, JD

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E. Stephen Burnett, CIC, ARM

Delaware Association of IA&B Chairman Insurance & Financial Services Wilmington, DE

Len Gieseler, LUTCF

Evans Hauseman & Richard, Inc. Pottstown, PA

Lisa A. Leach Goth, CIC

IA&B of Maryland Chairman Antietam Insurance Associates, Inc. Hagerstown, MD

Charles P. Leach Agency, Inc. New Bethlehem, PA

Craig S. Mader

Elizabeth H. Martin, CIC

IA&B Service Group Chairman Craig S. Mader Insurance Agency, Inc. Crofton, MD

Martin Insurance Agency Millersville, PA

Andrew Enders Enders Harrisburg, PA

G. Greg Gunn, CIC

IIABA National Director Gunn-Mowery, LLC Lemoyne, PA

Shannon B. Lipniskis

Hutton-Blews Insurance, LLC Indiana, PA

Mark J. Monroe

Griffith Insurance, LLP West Chester, PA

Diversified Insurance Industries, Inc. Hunt Valley, MD

Michael Papa

IA&B Service Group Vice Chairman Murray Insurance Associates, Inc. Lancaster, PA

Richard M. Rankin, CIC

D. Bradley Rosenkilde, Jr.

Tara S. Silfies, CPCU

Robert L. Smyrl, Jr., CIC

Lawrence A. Wilson, CIC, CPIA, CPCU, ARM

Hampson-Mowrer Agency, LLC Bethlehem, PA

Robert L. Smyrl, Inc. Hatfield, PA

R&A Insurance, Inc. Hunt Valley, MD

IIABA National Director S. T. Good Insurance Newark, DE

J. Marshall Wolff, CIC, CPCU IA&B of Pennsylvania Chairman Kressler Wolff & Miller, Inc. Easton, PA

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DECEMBER 2019

AGENTS BUCK THE DOOMSAYERS, BUT ADAPTATION STILL REQUIRED

By Sam J. Friedman

Look back at the challenges the independent agency channel has overcome – and prepare for what’s ahead.

Industry researcher Sam Friedman shares tips on staying relevant, adopting technology, and meeting customer expectations.

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O To retain their market dominance, [agents] will be challenged by carriers and clients to substantially up their games. — Sam Friedman

ne of my very first articles as a reporter for National Underwriter nearly 40 years ago was about how industry analysts were predicting that direct-to-consumer sales, bolstered by emerging technology, would doom most property & casualty insurance agents to the same fate as buggy-whip makers and milkmen.

Yet today, insurance agents remain the dominant distribution channel in most lines of business.

The numbers speak for themselves. Agents and brokers of one sort or another still account for 99% of commercial insurance premiums written, according to the 2019 Market Share Report, published by the Independent Insurance Agents and Brokers of America, based on data from A.M. Best. Even in personal lines, where consumers appear to be somewhat more comfortable buying insurance directly from carriers, agents managed to generate 81.7% of premiums, including 93% of homeowners’ volume and three out of four dollars paid for private passenger auto policies.

Meanwhile, the number of people employed by U.S. insurance agencies and brokerages has increased 26% over the last decade, from 653,000 in 2009 to about 825,000 last year, according to the Insurance Information Institute, based on data from the U.S. Bureau of Labor Statistics.

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DECEMBER 2019

DEFYING THE DOOMSAYERS

Going Virtual

Agents have managed to defy the doomsayers who tried to write them off as an overvalued frictional cost at best and an obsolete anachronism at worst. Even at a time when more and more individuals are shopping on their computers and phones for most goods and services, insurance largely remains an exception in a world of relentless disintermediation.

While several Insurtechs have emerged that seek to displace agents with automated, algorithm-driven online shopping platforms, others have acknowledged facts on the ground by serving as virtual wholesalers and incorporating legacy retail producers into their business models. Joining such platforms can extend an agency’s market reach among those who may want to window shop for insurance online, yet might still be convinced to opt for an expert intermediary who can get them adequate coverage at a competitive price, while providing value-added risk management advice and claims support.

There is no big secret to agents’ staying power in this increasingly digital, self-service economy. Most insurance consumers would rather surf the web for something they actually look forward to buying and can put to immediate use. In addition, insurance still isn’t an easily understood product, so most buyers prefer to engage with a skilled intermediary to make sure they are fully covered and have their claims handled properly.

Bottom line: The money consumers can save shopping on their own may simply not be enough to warrant the time and aggravation involved, let alone the risk of making a mistake and ending up with coverage gaps. This is especially true with small commercial lines, where buyers need multiple policies and an uninsured claim could be catastrophic to a business operating on a thin margin.

However, this doesn’t mean agents can afford to rest on their laurels. To retain their market dominance, they will be challenged by carriers and clients to substantially up their games. Fending off inroads by InsurTech disruptors looking to sell direct will only be half the battle. The other half will be keeping up with more innovative agencies that are quick to adopt game-changing advances in technology and adapt to rising customer expectations.

POSSIBLES FOR ENHANCED PRACTICES To remain viable long term, agents should therefore be disrupting their own outdated business practices and integrating many of the same tools and technologies being deployed by those looking to displace them. Consider the following possibilities: Going 24/7 Even though most consumers of personal and small business lines appear to still prefer a human component in their insurance transactions, many have become accustomed to immediate gratification at their convenience, including nights and weekends. To satisfy such demands, agencies need to have a robust website and mobile app with intuitive self-service options, giving customers direct access to coverage information, first notice of loss capability, and claims status, at a minimum.

Having the option of contacting a live person via phone or text, like a doctor with a service to reach them in case of an emergency, might be wise to retain an agent’s key competitive advantage – their customer-centricity.

GO ELECTRONIC Disrupt your outdated business practices.

RPost simplifies email encryption and e-signatures. Plus, IA&B members receive a 10% discount.

RMail simplifies compliance with privacy laws by encrypting outbound emails that contain sensitive data such as personal health information. Meanwhile, RSign provides an easy-to-use, web-based process for preparing and sending documents to clients for electronic signature.

Learn more and schedule a demo today.

IABforME.com/RPost Questions?

Claire Pantaloni, CIC, CISR Vice President – 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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Going Electronic Enabling electronic signatures, policy delivery, and proof of insurance certificates can make doing business with brick and mortar agencies much more convenient than asking clients to come to the office or exchange documents over regular mail.

Getting Automated Chatbots can help agencies refer calls to the proper people or even directly handle routine queries about coverage or claims, setting or confirming appointments, or seeking preliminary information about buying or renewing policies. Automated systems can also help agents determine placement options for new or renewal business before involving a live producer to close the deal with customers.

Getting Advanced Analytics Agencies can tap into big data and artificial intelligence programs to identify new prospects and cross-selling opportunities, pre-populate applications, and assess a client’s coverage and risk management needs. This saves agents time

and effort, and better prepares them for a face-to-face (or perhaps virtual) consultation with customers.

Of course, relying too heavily on these technologies may risk disconnecting agents from what differentiates them in the first place – the human connection. But as long as such tools merely supplement direct interaction with consumers, allowing agents to step up in moments that matter to provide the personal touch and assurances only they can offer, I don’t see many of them going the way of milkmen or buggy-whip makers anytime soon.

Written by former National Underwriter Property & Casualty Editor Sam J. Friedman (samfriedman@deloitte.com), who is now insurance research leader with Deloitte’s Center for Financial Services in New York. Follow Sam on Twitter at @SamOnInsurance, as well as on LinkedIn. These opinions are his own. This article was first published on PropertyCasualty360.com on July 9, 2019, and is republished here with permission. © 2019 ALM

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amerisafe.com - 800.897.9719

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1 Leeanne Molina and Chris Cline, of Westfield Insurance 2 Briana Benenati, Melissa Kelley, Travers Downes, and Sheila Wells, of Williams Insurance Agency, Inc. 3 Carrie Nicewonger, Eric Schmader, and Kayla Beck, of Farmers Mutual Fire Insurance Company of Marble 4 Katie Sheaffer and Suzanne Seiple, of Blue Marsh Insurance, LLC 5 Austin Hepburn, of Risk Placement Services, Inc. 6 Tim Wonder, of IA&B, and David Rivell, of Element Risk Management 7 Jeff Stewart, of Plymouth Rock Assurance; Marshall Wolff, of Kressler Wolff & Miller, Inc.; Brad Rosenkilde, of R&A Insurance, Inc.; and Shannon Lipniskis, of Hutton-Blews Insurance, LLC 8 Jessica McMullen and Chaz Timmons, of PDM Insurance Agency, Inc. 9 Jessica McWilliams, of IA&B, and Tara Silfies, of HMK Insurance 10 Nicole Palmer, Sarah Brown, Melissa Yealy, and Karissa Kleczka, of Keller Brown Insurance Services 11 Mark Yost and Jon Mayer, of Gunn-Mowery, LLC 12 Matt Kachonik, Penn National Insurance 13 Reagan Fisher, of Winstead Insurance Agency 14 Shayne McIntosh, of JPI Insurance Associates, Inc.; Bryce Fochtman, of Reed Wertz & Roadman, Inc.; Wilson Riccardo, of Gearhart Herr & Co. 15 Colby Fiesta and Jay Fiesta, of John A. Fiesta Agency, Inc. 16 Chantelle Melendez-Torres, of Heritage Insurance Agency 17 Chris Fantaski, Kristi Walters, Kelli Garman, Bonni Amand, Amy Malloy, and Eric Kyler, of Horst Insurance 18 Joe Baranowski, of KHB Insurance; Nicole Plues, Carrie Bush, and Chelsea Chiesa, of W.N. Tuscano Agency, Inc.; Michael Ramirez, of AmWINS Program Underwriters 19 Alane Fagan, Megan Fioretta, David Wertz, Jessica McWilliams, Karen Robison, Lauren Brinjac, Jennifer Ross, and Keith Foster, of IA&B

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DECEMBER 2019

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The 4th annual Futures Conference for young insurance professionals brought together over 100 agents and company partners on Oct. 8-9 in Bedford, PA. The conference provided sales and management training, marketing and customer service tips, and opportunities to network.

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We send our sincere thanks to our sponsors: Donegal Insurance Group, Erie Insurance, Penn National Insurance, Plymouth Rock Assurance, Progressive, and Westfield.

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20 Alexis Burns, of Burns & Burns Associates, Inc. 21 Shealin Mulcahy, of Donegal Insurance Group, and Mike Papa, of Diversified Insurance Industries 22 Shealin Mulcahy and Wes Konchar, of Donegal Insurance Group 23 Wit Hastie, Mike Sterner, Samuel Guadalupe, and Joseph Brennan, of Spotts Insurance Group, Inc. 24 Evan Chambers, of Chambers Insurance Agency, Inc. 25 Alex Yeity, of CrossKeys Insurance, Inc., and Julie Webb, of Keystone Insurers Group, Inc. 26 Alex Moore, of Illinois Casualty Company 27 Craig Mader, of Craig S. Mader Insurance Agency, Inc., and Mark Monroe, of Griffith Insurance, LLP 28 JJ Rettura, of Laurel Highlands Insurance Group, and Kate Dawson, of Assured Risk Advisors, LLC 29 Joie Morgan, Anel Mojica, and Angela Gaspar, of A to Z Insurance, LLC 30 Tim Wonder, Jennifer Ross, Jason Ernest, Claire Pantaloni, and Keith Foster, of IA&B 31 Matt Lowe, of Lowe Tillson Insurance & Associates, Inc.; Shayne McIntosh, of JPI Insurance Associates, Inc.; Jason Ernest, of IA&B; Zach Miller, of Hinkle Insurance Agency, Inc.; Will Lowe, of Lowe Tillson Insurance & Associates, Inc.; and Sean Wyandt, of Rothenberger Insurance Services, LLC 32 Ross Williams and Eamon Murphy, of EMC Insurance Companies

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THANK YOU We offer our sincere thanks to all of our 2019 Partners.

PLATINUM PARTNERS

ACUITY Agency Network Exchange LLC Donegal Insurance Group Erie Insurance Group Farmers Mutual Fire Insurance Company of Marble IA&B Service Group Millers Mutual Group Penn National Insurance Plymouth Rock Assurance The Main Street America Group

GOLD PARTNERS

Chesapeake Employers Insurance Company Chubb EMC Insurance Illinois Casualty Company Keystone Insurers Group Liberty Mutual Business & Safeco Insurance MMG Insurance Company Mutual Benefit Group Progressive Zenith Insurance Company

PARTNERS PROGRAM

The IA&B Partners Program allows companies to support and connect with independent insurance agents and brokers in Pennsylvania, Maryland, and Delaware. Through their sponsorship, Partner companies allow IA&B to offer the programs and services that help member agencies succeed.

BECOME A 2020 PARTNER

Your support helps independent agents succeed and their agencies become more profitable – a win for your company and the independent agency channel. What’s more, you will find more value than ever before from our revamped Partners Program.

SILVER PARTNERS

Aegis Security Insurance Company Amerisafe Amwins Program Underwriters Inc. BBSI Berkshire Hathaway GUARD Insurance Companies Brethren Mutual Insurance Company Briar Creek Mutual Insurance Company CM Regent Insurance Company Cincinnati Insurance Company Countryway Insurance Company Cumberland Insurance Group Farmers Mutual Insurance Company of Western PA Frederick Mutual Insurance Company GMI Insurance Goodville Mutual Casualty Company Grinnell Mutual Hospitality Insurance Group Insurance Alliance of Central PA Johnson & Johnson J.M. Wilson Lackawanna Insurance Group Lebanon Valley Insurance Company Millville Mutual Insurance Company Nationwide Insurance Company PennPRIME Municipal Insurance Rockwood Casualty Insurance Selective Insurance Company TAPCO Underwriters Inc. The Hanover Insurance Group Travelers Tuscarora Wayne Insurance Company UFG Insurance Universal Property & Casualty Insurance Company Westfield Insurance Windsor Mount Joy Mutual Insurance Company

Learn more by visiting IABforME.com/Partners or by contacting us.

Jess McWilliams Alane Fagan Education Senior Director Events Manager 800-998-9644, ext. 503 800-998-9644, ext. 512 JessicaM@IABforME.com AlaneF@IABforME.com

20

DECEMBER 2019

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MARKETING MINUTE

3 MARKETING TRENDS FOR 2020

By Michelle Longo

The ActiveAgency website platform allows you to highlight reviews and testimonials.

22

DECEMBER 2019

A

s the end of the year approaches, it’s time to strategize for the future. While some things will always be important—stellar customer service, reliability, and trustworthiness—there are always going to be trends that come and go. This year, the focus will turn toward engaging prospects by leveraging your website and social media. Let’s look at three marketing trends insurance agencies should explore in 2020.

SOCIAL PROOF Social proof has been around for a long time, even before the internet gave rise to social media in the form of reviews, wordof-mouth, and referrals. What makes it so much more important today, however, is that it’s far easier for people to find out about you and your business than it was in the past.

Using your website to showcase your talents and highlight what makes your team special, and then having it confirmed through 5-star reviews and testimonials lets visitors know you mean business and that they can trust you with theirs.

FOMO Have you heard of FOMO? It stands for “fear of missing out.”

FOMO can sometimes have a negative connotation, but there’s another side to it. As a business, you can capitalize on this idea that clients and prospects don’t want to miss out on a fantastic opportunity they think others are getting. When prospects visit your website or social media platforms and are presented with evidence of happy clients, your prospects will want that, too. And, who can blame them? Everyone else is having a great experience, and your prospects won’t want to miss out on that! continued on page 24

No one wants to visit a boring website. People want to go to the exciting one, one that jazzes them up and makes them want to do business with you.

— Michelle Longo

Most people will take the time to research a company online before contacting you or making a purchase. What do you want them to know about you? Whatever it is, you have to make sure that’s what your prospects see. Now, more than ever, your website and social media presence will speak for your agency long before you ever get to do it yourself.

GET YOUR TOOLS FOR THE TRENDS Does your agency have the necessary tools to add social proof, take advantage of FOMO, and incorporate action into your website?

ActiveAgency is the IA&B-approved website platform designed specifically for insurance agencies. It includes innovative sales tools and features – and now Power Panels to share customizable text aimed at your target audience.

There are no setup fees or long-term contracts.

And thanks to our partnership with Forge3, IA&B members receive special content.

Learn more by visiting forge3.com/iab or contacting Zach Yurch.

Zach Yurch 484-275-0983 zack.yurch@forge3.com

23

MARKETING MINUTE continued from page 23

ACTION

TOOLS FOR THE TRENDS

No one wants to visit a boring website. People want to go to the exciting one, one that jazzes them up and makes them want to do business with you. This is not to say your website needs to be full of gimmicky features and flashing lights, but you can give prospects what they want by presenting them with an interactive site full of action. And marketing experts agree, when presented with action on a website,visitors are more likely to take action. Give them something to click on with a clear call-to-action and, more often than not, they will.

Adding social proof, taking advantage of FOMO, and incorporating action into your website do not have to be difficult.

By utilizing tools designed specifically for these purposes, you can add these elements without overpowering what you already have.

Access the tools you need to better serve your clients!

The team at PIN is focused on helping your agency better serve your clients. As a member, you have access to expanded product offerings, better pricing, and a network of experts to help you retain and grow your commercial and personal insurance business.

Leverage the power of PIN. Become a member.

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DECEMBER 2019

The latest release of Forge3’s powerful website platform, ActiveAgency, which is designed specifically with the insurance agency in mind, includes an exciting new tool that touches on all three of these trends. This ActiveAgency update will continue to feature all the effective tools that have been proven to generate more leads through increased engagement such as Clickable Coverage, Hello Producer, Video Proposals, and more.

This newest version will now include Power Panels, a dynamic and interactive, yet nonintrusive pop-up featuring customizable text aimed at your targeted audience. This space can be utilized to offer social proof by including recent successes or testimonials.

It can also engage FOMO by letting your prospects know just how many visitors have engaged with your site in a variety of ways.

Power Panels are also a perfect way to offer up a call-to-action, letting your visitors know exactly what you think they should do next— whether that’s requesting a quote, watching a video, or downloading your most recent white paper. And there’s no need to pick just one approach. Power Panels can be set up to show several different messages to capture the most attention.

Curious about how you can use your website to include these three marketing trends in the new year? Visit us at forge3.com/iab to schedule a demo and see what we can do for you!

Michelle Longo is a digital marketing account specialist for Forge3, Ltd.

IA&B Members: Shopping E&O? ▲ We have the plans that agencies need.

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For personalized service, CONTACT DAVID WERTZ, CPIA 800-998-9644, ext. 506 DavidW@IABforME.com IABforME.com/agency_insurance

Contact Bill Hunt at WAHVE today!

Bill.Hunt@wahve.com • 646-807-4372 ext. 3757 *Mention your IA&B membership for a discount on set-up fees.

25

PICS & POSTS

26

DECEMBER 2019

Facebook.com/IABforME LinkedIn.com/company/IA_and_B Twitter.com/IA_and_B

IA&B Financial Reports INSURANCE AGENTS & BROKERS COMBINING STATEMENT OF ACTIVITIES March 31, 2019

IAB OF PA Revenues: Membership Dues Professional Training Events & Member Products Publications Royalties & Commissions Consulting Other Total Revenues Expenses: Membership Commission Professional Training Events & Member Products Publications Advocacy Corporate & Management Governance Total Expenses Net Operating Income (Loss) Other Income (Expense): Contributions & interest to designated funds Depreciation & amortization Interest & dividends on cash equivalents Net investment income (loss) Life insurance income Annuity income Deferred compensation expense Income tax benefit (expense) Total Other Income (Expense) Change in Net Assets

IAB of MD

Combined IAB Associations

DAIAB

377,363 1,482,577 89,287

66,713 262,104 15,785

19,857 78,011 4,698

689,504

121,895

36,281

968 2,639,699

171 466,668

51 138,898

23,247

4,109

1,223

1,270,815 92,510

224,615 16,354

66,870 4,869

84,848 1,271,517 28,306 2,771,243

15,140 224,704 5,004 489,926

4,492 66,877 1,489 145,820

(131,544)

4,165

23,846 18,724

(23,258)

4,216 3,123

463,933 1,822,692 109,770 0 847,680 0 1,190 3,245,265

126,874 5,942 110,376 3,627,635 29,669 3,900,496

(161,724)

9

1,255 1,026

Intercompany Eliminations

(1,494) 9,735 152,945 2,145,075 105,560 1,797,811 4,211,126

28,579 0 1,562,300 113,733 0 104,480 1,563,098 34,799 3,406,989

(6,922)

30

IAB Service Group

310,630

(5,001) (26,236)

(1,568,455) (1,601,186)

(441) (4,242) (50,458) (1,764) (993) (1,552,236) (1,610,134) 8,948

Combined IAB

462,439 1,822,692 114,504 126,709 2,992,755 105,560 230,546 5,855,205

28,138 122,632 1,511,842 117,911 110,376 103,487 3,638,497 64,468 5,697,351 157,854

4,204 0

(80,366)

4,204 (80,366)

3,715 428 154,813 9,161 (135,805) (110,173) (158,227)

33,032 14,353 154,813 9,161 (135,805) (110,173) (110,781)

152,403

46,735

7,369

2,290

29,317 22,873 0 0 0 0 56,394

(84,809)

(15,889)

(4,632)

(105,330)

(8,948)

(8,948) 0

47,073

INSURANCE AGENTS & BROKERS COMBINING STATEMENT OF FINANCIAL POSITION March 31, 2019 ASSETS IAB OF PA Cash & Cash Equivalents Cash, Premium Fiduciary Account Accounts Receivable Prepaid Expenses Inventory Inter-corporate Loans, current portion Investments - Mutual Funds & ETFs Total Current Assets

IAB of MD

Combined IAB Associations

DAIAB

2,440,290

83,957

252,181

1,369,776 20,682 5,061 80,597 1,691,601 5,608,007

1,239,771 3,662

210,183 1,090

277,296 1,604,686

95,713 559,167

Property & Equipment, net Cash Whose Use is Limited, Board & Donor Designated Inter-corporate Loans, net of current portion Investment in Big I Reinsurance Co. Investment in IAB Service Group Investment in Other Entities Other Assets, Net of Amortization Cash Value, Life Insurance Present Value, Annuity Contracts Deferred Income Tax Total Other Assets

2,776,428 0 2,819,730 25,434 5,061 80,597 2,064,610 7,771,860

576,262 282,909 388,940 53,661

64,474 1,366,246

0

1,194,977

Intercompany Eliminations

(3,031,419)

(80,597) (3,112,016)

Combined IAB 3,352,690 282,909 177,251 79,095 5,061 0 2,129,084 6,026,090 1,194,977

311,536

311,536 330,645 90,000 486,082

IAB Service Group

311,536

1,218,263

102,013

42,005

330,645 120,000 600,100 0 0 0 0 0 1,362,281

(930,745)

0 120,000 0 87,308 25,617 843,898 693,748 536,972 3,814,056

Total Assets

6,826,270

1,706,699

601,172

9,134,141

4,748,766

(4,042,761)

9,840,146

Total Current Liabilities

2,581,865

214,369

4,090,244

696,805

(3,112,016)

1,675,033

330,645 87,634 1,654,949 2,073,228

(330,645)

0

0 0 0 0

(330,645)

0 87,634 1,654,949 1,742,583

100 600,000

(100) (600,000)

1,378,633 1,978,733

(600,100)

0 0 310,315 6,112,215 6,422,530

4,748,766

(4,042,761)

9,840,146

102,013

30,000 12,005

(330,645) (600,100) 87,308 25,617 843,898 693,748 536,972 2,187,543

LIABILITIES & NET ASSETS

Inter-corporate Loans Deferred Tax Liability Retirement Obligations Total Long-term Liabilities

28

0

1,294,010

0

Net Assets, unrestricted Capital Stock Additional Paid-in Capital Designated Funds Undesignated Total Net Unrestricted Assets

310,315 3,934,090 4,244,405

412,689 412,689

386,803 386,803

0 0 310,315 4,733,582 5,043,897

Total Liabilities & Net Assets

6,826,270

1,706,699

601,172

9,134,141

DECEMBER 2019

IA&B maintains a strong combined statement of financial position with $9.8 million in assets, $6.4 million in member equity, and no third-party financed debt. Over $157,000 of net operating income is reflected on the combined statement of activity for the year ended March 31, 2019.

IA&B supports the activities that our members value – effective advocacy, timely compliance resources, and quality education. We’re over 1,200 members strong across three states. Approximately 5,400 individuals attend over 169 IA&B classes annually, and 1,200 individuals logged into 134 webinars. Additionally, members buy over 1,600 policies through us for their agency insurance coverage.

This allegiance to IA&B, combined with our carrier partnerships, supports the financial strength of the organization.

The accountants’ review for the fiscal year ended March 31, 2019 is on file at IA&B headquarters. These statements are a summary of that report.

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FEBRUARY 2020

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STATEMENT OF OWNERSHIP, MANAGEMENT, AND CIRCULATION Title of Publication: Primary Agent Publication Number: 0274-9025 Mailing Address of Known Office of Publication: 5050 Ritter Road, Mechanicsburg, PA 17055-4879 Number of Issues Printed Annually: 12 Annual Subscription Price: no subscriptions Complete Mailing Address of the Headquarters or General Business Office of Publisher: Publisher IA&B Service Group Inc. 5050 Ritter Road, Mechanicsburg, PA 17055-4879 Editor Karen Robison 5050 Ritter Road, Mechanicsburg, PA 17055-4879 Owner IA&B Service Group Inc. 5050 Ritter Road, Mechanicsburg, PA 17055-4879

Date of Filing: Oct. 15, 2019

Average No. of Copies Each Issue During Preceding 12 Months

A. Total number of copies 1,375 B. Paid Circulation 1. Mailed Outside-County Paid Subscriptions 1,334 2. Mailed In-County Paid Subscriptions 0 3. Paid Distribution Outside the Mails 0 4. Paid Distribution by Other Classes of Mail 0 C. Total Paid Distribution 1,334 D. Free or Nominal Rate Distribution 1. Free or Nominal Rate Outside-County Copies 0 2. Free or Nominal Rate In-County Copies 0 3. Free or Nominal Rate Copies Mailed 0 4. Free or Nominal Rate Distribution 0 Outside the Mail E. Total Free or Nominal Rate Distribution 0 F. Total Distribution 1,334 G. Copies not Distributed 41 1,375 H. Total I. Percent Paid 100%

If you would like to place a classified advertisement, please contact Laura Gaenzle at Laura.gaenzle@theygsgroup.com or 717-430-2351.

PRIMARY AGENT EDITORIAL

The purpose, function, and nonprofit status of this organization and the exempt status for federal income tax purposes has not changed during the preceding 12 months.

Extent and Nature of Circulation

Professional agency since 1926 located in Feasterville, Bucks County, Pa. Call for confidential information and a review of our services.

Contact Ray Reinard at 215-357-8600, Ext. 119.

No. Copies of Single Issue Published Nearest to Filing Date 1,365 1,324 0 0 0 1,324 0 0 0 0 0 1,324 41 1,365 100%

Editor: Karen Robison KarenR@IABforME.com 800-998-9644, ext. 606 Contributing editors: Jennifer Ross, Megan Fioretta, Melissa Telesha

SALES Account Executive: Laura Gaenzle laura.gaenzle@theYGSgroup.com 717-430-2351

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