Member Benefit Booklet 2013-14 (PA)

2013/2014

MEMBER

BENEFITS A SUPPLEMENT TO PRIMARY AGENT MAGAZINE

NEW MARKETING c enter __________________ PAGES 14/15

Driving members to distinction.

About Insurance Agents & Brokers

We’re listening!

Part of IA&B’s mission is to develop offerings based on member feedback. Several items in this catalog were inspired by Member Agent Panels (MAPs), groups of independent agents that meet once a year in their home region to share their experiences, views and ideas. MAP meetings are an open forum for discussion and an opportunity to learn about issues of importance to members.

Members can offer suggestions and insight anytime by e-mailing our Member Service Center at iab@iabgroup.com.

5050 Ritter Road Mechanicsburg, PA 17055 Phone: (800) 998-9644 / (717) 795-9100 Fax: (717) 795-8347 Email: iab@iabgroup.com iabgroup.com

As THE state trade association for independent agents Insurance Agents & Brokers of Pennsylvania (IA&B) is a strong advocate for members as they strive for distinction in a competitive marketplace.

Teaming up with our national partner, Independent Insurance Agents & Brokers of America (IIABA)—commonly known as the Big “I”— IA&B gives members access to a robust portfolio of programs, products and services that can add significant value—and distinction—for their agencies. Many of the resources described in this catalog have been developed based on our vast industry knowledge as well as input from member agents.

Faced with many challenges, independent agents need a strong partner they can count on for support in many areas. IA&B has the tools and expertise to help members: • protect their assets with E&O coverage and loss-control resources • educate employees with award-winning classroom and on-demand training • increase sales through marketing and branding tools and advice • protect their interests with effective advocacy at the state and federal level • streamline business operations with productivity tools and resources • stay informed with timely, in-depth and actionable information This catalog serves as a handy quick reference guide to the many resources available to members. Additional details on these benefits can be found at iabgroup.com. Visit our Website often for the most up-to-date information on new member benefits and other information you need to drive your agency to distinction.

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Driving members to distinction.

Contents Insurance Products ........................... 2 – 5

Agency Operations ....................... 10 – 12

Errors & Omissions Program E&O Loss-Control Seminars E&O Coverage for Property and Casualty Agents E&O Coverage for Life and Health Agents Agent’s Umbrella Virtual Risk Consultant Group Plans Market Options Personal Umbrella Policy Home Business Insurance Workers’ Compensation Big “I” Markets Excess Umbrella Liability Insurance Eagle Agency Flood Insurance Premium Financing

Getting Started Start-up Agency Toolkit Employee Management HR Solution© Big “I” Career Center Business Services 24/7 Customer Care Financial Services Retirement Services Benchmarking Marsh Berry Best Practices Car Rental Print Products Shipping Services Real Time Emergency and Business Continuity Planning

Political, Industry and Legal Affairs ................................ 6 – 7 Political Action Legal Affairs Producer Agreement Toolkit Fiduciary Responsibility Agency Termination Contract Reviews Pennsylvania Compliance On-Demand

Education ................................................. 8 – 9 Executive Management Conference Designation Programs Certified Insurance Counselor (CIC) Certified Insurance Service Representative (CISR) Certified Professional Insurance Agent (CPIA) Errors & Omissions Loss Control On-site Training Special Topic Seminars Licensing Preparation Classroom Instruction Self-Study Package Online and On-demand Training

Carrier Relationships ...........................13 Company Satisfaction Index

Coverage Issues .......................................13 Marketing and Branding...........14 – 15 Marketing Center — New! Project CAP Online Marketing Support Consumer Portal Brand Affiliation Trusted Choice®

Publications and .........................

Communications .....................................16 Independent Agent Magazine Agent Headlines Capitol Connection IA&B Website Social Media Primary Agent Magazine

IA&B Partners ....................Inside Back Cover IA&B Partners Program

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Insurance Products ICON LEGEND

Protect your agency and your customers with insurance products

BENEFITS found online at iabgroup.com

available through your membership in IA&B. Whether it’s errors and omissions (E&O) coverage for your

Big “I” benefit iiaba.net

agency, specialized market access or premium financing, IA&B helps safeguard your business and increases your value to clients by providing coverage programs from

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PROTECTION

well-established carriers.

Errors & Omissions Program Beyond offering comprehensive coverage from the industry’s most stable E&O carriers, IA&B has tools and resources to help agents identify potential exposures and develop protocols to limit them. Strong technical knowledge and solid operational practices will help you prevent unnecessary claims. More information on E&O resources described in this section can be found by logging onto iabgroup.com and clicking “Errors & Omissions.” For coverages, call the IA&B Sales Center at (800) 998-9644, option 2. For other inquiries, press option 1.

E&O Loss-Control Seminars _______________________________ Learn how to avoid claims by attending E&O loss-control seminars through IA&B. We offer programs that explore different angles from “10 Ways to Get Sued” to “E&O Risk Management: Meeting the Challenge of Change.” Seminars are designed for any agency employee that could have an impact on claims. Loss-control credits are awarded for these programs.

Utica and Westport E&O policyholders may be eligible for pricing considerations when completing these and other IA&B courses.

See the seminar schedule at iabgroup.com/E&Oseminars

E&O Coverage for Property and Casualty Agents _______________________________ Strong, stable E&O coverage from highly rated carriers is available through the licensed agents of IA&B Service Group — the “agents’ agency.” Membership credits can provide cost savings for member agencies purchasing coverage through IA&B. You will appreciate coverage features important to independent agents: ■ comprehensive coverage ■ range of deductibles ■ liability limits options ■ optional coverages ◗ employment-related practices liability ◗ contingent catastrophe claim extra expense Our E&O team of service-oriented professionals will guide you through important considerations for protecting your business.

The description of coverage herein is for illustration only and is subject to individual policy provisions.

E&O Coverage for Life and Health Agents _______________________________ Litigation can come from anywhere, impacting even the best of agencies doing everything by the book.

Protect your business with E&O coverage features for life and health agents: ■ ■ ■

optional first-dollar defense full prior acts defense costs in addition to limit of liability

Rest easy knowing you are protected. Turn to IA&B for coverage from stable carriers to safeguard your hard-earned assets.

The description of coverage herein is for illustration only and is subject to individual policy provisions.

Agent’s Umbrella _______________________________ When your agency’s earning potential and assets warrant more protection than your E&O and commercial coverage provides, turn to IA&B for additional umbrella insurance. We work with you to craft an umbrella program that extends your coverage limits and shields your agency from a potentially devastating loss. IA&B’s umbrella program provides excess coverage for the following underlying policies: ■ ■ ■ ■ ■ ■

personal umbrella for agency principals errors and omissions comprehensive general liability workers’ compensation commercial automobile liability optional employment practices liability (additional charge and subject to underwriting approval)

Agencies of all sizes can benefit from IA&B’s umbrella program, which includes: ■ ■ ■

Partner Carriers

Other carriers available

comprehensive coverage competitive rate structure payment plans for any premium

To learn more, visit iabgroup.com and click “Insurance Products.”

Insurance is underwritten by Penn National Insurance. The description of this coverage herein is for illustration only and is subject to individual policy provisions.

Virtual Risk Consultant _______________________________ Increase productivity and professionalism while limiting E&O exposure with The Big I Advantage® Virtual Risk Consultant powered by Rough Notes.

This unique risk evaluation and coverage resource is available at a deep discount to members. It helps identify hidden exposures, while providing greater understanding of the products you sell. Modules to help with solicitations and e-marketing are also included. For more information, visit iabgroup.com and click “Agency Operations” and “Discount Services,” or call The Rough Notes Company at (800) 428-4384.

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Insurance Products Group Plans _______________________________ Through your national membership in the Big “I,” you can choose from several IIABA/Guardian insurance plans designed to help protect you, your employees and families: ■ ■ ■

Long Term Disability Short Term Disability Term Life with AD&D

Learn more at iabgroup.com/PAgroupprogram.

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Growing your business by selling more types of coverage is possible through IA&B’s Market Options.

A robust portfolio of coverages is available to members who want to reach more insureds or to grow relationships with existing customers through product cross-selling. These programs provide competitive commissions, yet have no volume requirements or access fees. Visit iabgroup.com and click “Insurance Products” to learn more.

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With liability lawsuits leading to expensive jury awards, clients may not have the coverage they need with their current auto and homeowners’ policies.

Protect your clients’ financial well being by offering personal umbrella policies (PUP) through RLI. A PUP’s stand-alone capability eliminates the complications of complying with underlying coverages. Program highlights include:

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You can tap the home business market using RLI’s home business insurance, available through IA&B. Many entrepreneurs working out of their homes discover they are under insured only after suffering a loss. RLI helps you protect home business clients with coverages that are often excluded in homeowners’ and renters’ policies. With policies that are simple to rate and self-underwriting, you can quickly tell your clients if they qualify for coverage. Other advantages include:

Market Options

Personal Umbrella Policy _______________________________

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Home Business Insurance _______________________________

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self-underwriting application

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ability to combine with another umbrella for additional coverage

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limits up to $5 million

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coverages above auto, home and rental properties

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broad underwriting guidelines

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business property protection up to $100,000 (with a $250 deductible) liability limits up to $1 million policies written on a standard BOP form electronic data processing coverage loss-of-income coverage

Workers’ Compensation _______________________________

Protect your business-owner clients from lawsuits resulting from work-related accidents. IA&B’s partnership with Agency Resources Inc. (ARI), gives you access to a small, mono-line workers’ comp program to expand your product offering and grow your business. Program highlights include: ■ ■ ■ ■ ■ ■

selection of carriers hundreds of business classes any size account multi-state availability same-day quotes pay-as-you-go option — clients pay premiums based on actual payrolls, not estimates

Big “I” Markets _______________________________

Eagle Agency _______________________________ Build your personal lines book of business using Eagle Agency, a benefit created exclusively for IIABA members. Eagle Agency provides easy access to top-rated carriers with low volume commitments and no fees. Profitable Eagle agents attaining a pre-determined level of written premium will have the opportunity to receive direct contracts with the partner carriers.

Flood Insurance _______________________________

Help your clients prepare for flood damage with Big “I” Flood Program. IIABA and its flood insurance partner, Selective Insurance, offers IA&B members access to flood insurance. Beyond the coverage, this program provides education and guidance for agents unfamiliar with writing flood policies. Selective also provides a range of tools as part of its WYO program.

Premium Financing _______________________________ Grow your business with specialty/niche policies, program business and hard-to-find markets with coverage through Big “I” Markets. As an IIABA member, you have access to competitive products with attractive commissions for a wide range of coverages, including: ■ ■ ■ ■

affluent homeowners’ renters insurance event liability recreational vehicles

There are no access fees, no volume requirements and no IT capabilities beyond basic Internet access.

Excess Umbrella Liability Insurance _______________________________ Our increasingly litigious society has created new and complex exposures for individuals, especially those with substantial assets or high income. Anderson & Murison’s primary and excess umbrella liability insurance is designed to help mitigate the significant liability risks these clients face every day.

Help your clients manage the cost of their insurance coverage with premium financing. Available for personal and commercial lines, you can offer an affordable solution to clients who need coverage and a way to pay for it. Highlights of the program include: ■ ■ ■ ■ ■

guaranteed interest rate online quoting and servicing easy Quick Loan technology flexible payment terms optional credit card down payment

Premium financing can add to your agency’s bottom line. With competitive interest rates, you can add another source of revenue to invest in your business.

For more information, visit iabgroup.com and click “Insurance Products,” then “Premium Financing.”

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Political, Industry and Legal Affairs IA&B is your voice

ADVOCACY

in Harrisburg and

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throughout the industry by working to ensure that new laws, government regulations and industry trends are in your best interest (and helping you to navigate them, when they’re not).

Our national partners at the Independent Insurance Agents & Brokers of America (IIABA — commonly known as the Big “I”) maintain a strong presence in Washington to advocate on behalf of members at the federal level. Together, we work to elect like-minded legislators and to encourage regulators to support the independent agency system.

We also offer resources to advise you on important legal and compliance matters. Stay informed through items in weekly Agent Headlines e-newsletters, monthly Capitol Connection updates and 24/7 resources at iabroup.com. More in-depth articles also appear on the pages of Primary Agent magazine each month.

Political Action _______________________________ Join the legions of independent insurance agents trying to affect positive change by participating in IA&B’s grassroots action alerts and by making a contribution to AgentPAC — your state association’s political action committee. Donating to AgentPAC is how you can personally make a difference.

Your contribution helps ensure that agent-friendly candidates are elected and representing your interests in the halls of political power. Making an online contribution is easy and secure when you log on at iabgroup.com and click “Political Action Center.”

Top issues for the current legislative session include: ■ seeking greater clarity and

consistency with certificates of insurance ■ increasing minimum auto limits

to reflect today’s costs ■ ensuring the role of agents in the

implementation of health care reform

Legal Affairs _______________________________ IA&B’s advocacy goes beyond lobbying lawmakers.

We protect member interests in the legal system and explain what court decisions and government regulations mean to them. Rely on IA&B to provide the information you need to make informed decisions.

For expert guidance on a legal question or situation, log onto iabgroup.com and click “Industry & Legal,” or refer to the specific resources described below.

Producer Agreement Toolkit Don’t let departing employees leave with your agency’s accounts. IA&B's Producer Agreement Toolkit is a Web-based resource that walks member agency owners through necessary provisions in producer agreements and spells out the consequences of improperly drafted contracts. It also contains a sample producer agreement for employees and independent contractors. Members can access this resource at iabgroup.com/patoolkit.

Fiduciary Responsibility Ensure your fiduciary accounts are in proper order using IA&B’s Fiduciary Responsibility Resource.

This online resource provides a solid foundation for you to thoroughly understand your legal requirements, how to manage those requirements and how to maximize FDIC protection on your accounts. To get your fiduciary duties in order, log on to iabgroup.com, and click “Agency Operations” then “Fiduciary Duties.”

Agency Termination When agencies and carriers part ways, contract laws, consumer rights as well as state laws come into play. This resource looks at the state agency termination statutes and answers frequently asked questions about the operation of that law.

Log onto iabgroup.com and click on “Carrier Relationships” then “Agency Termination.”

Contract Reviews IA&B provides reviews of and advocacy concerning carrier contracts. Advocacy on behalf of members is central to the mission of IA&B, with an emphasis on the protection of agents’ ownership of expirations and other key components of agency-company contracts.

Pennsylvania Compliance On-Demand Remaining compliant with Pennsylvania insurance laws and regulations is significantly easier with IA&B’s on-demand seminar, Compliance Pitfalls and Ethical Responsibilities. This course highlights the most frequent violations and shows agencies how to remain compliant.

IA&B General Counsel Jason Ernest, Esq. and Industry Affairs Director Claire Pantaloni, CIC, CISR lead this comprehensive seminar.

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Education For an independent agency, knowledge

Designation Programs

can mean the difference between

IA&B offers designation and certification programs to give your staff the knowledge they need to be a greater asset to your agency. Professional designation pays dividends for the agency, employees and clients.

distinction and extinction. IA&B’s award-winning training programs make employees more valuable to their agencies and their clients.

Courses are offered in ways that work best for your agency: ■

traditional classroom settings in your region

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on-site training right in your office building

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online training through scheduled webinars

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on-demand content anytime, anywhere

Executive Management Conference (EMC) IA&B has designed programs exclusively for member agency owners to receive guidance on key management topics. These dynamic conferences focus on complex issues that require careful attention, but often get overlooked in the daily operation of running a busy agency.

Topics are identified by members through various means, including Member Agent Panel meetings, surveys, evaluations and member inquiries to IA&B. Recent conferences have focused on perpetuation, technology, producer and sales management, and last year, marketing.

Watch for specifics on the 2013 EMC, October 29-30, when it will return to Gettysburg, Pa.

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The IA&B Power Hour is a free, hour-long webinar held every other month on topics of immediate concern to many member agents.

These live webinars will be led by industry topic experts who can speak to member concerns and offer valuable solutions.

For webinar details, visit iabgroup.com/PowerHour.

Certified Insurance Counselor (CIC) _______________________________ This designation is recognized as the insurance industry’s highest sign of distinction. The curriculum goes beyond personal and commercial lines coverage basics to build a keen awareness of special policies, while exploring innovative ways to maximize clients’ coverage. Relevant, practical content is taught through five institutes: ■ Agency Management ■ Commercial Casualty ■ Commercial Property ■ Life and Health ■ Personal Lines See the full institute schedule and register at iabgroup.com/CIC.

Certified Insurance Service Representative (CISR) _______________________________ Choice and flexibility are what CISR insurance courses are all about in 2013. It still requires only five courses to earn the designation, but now participants have the flexibility of nine course options. Eight topics are offered through IA&B classroom seminars, while one, Life & Health Essentials, is offered exclusively online.

Courses teach frontline staff how to guide customers through various coverage scenarios. This knowledge is key to advancement within an agency and a more fulfilling insurance career.

Course Options (five required for designation) ■ Commercial Casualty I ■ Commercial Casualty II ■ Insuring Commercial Property ■ Insuring Personal Auto Exposures ■ Insuring Personal Residential Property ■ Personal Lines Miscellaneous ■ Agency Operations ■ Elements of Risk Management ■ Life & Heath Essentials (online only) See the schedule of courses and register at iabgroup.com/CISR.

Certified Professional Insurance Agent (CPIA) _______________________________ This program teaches participants how to generate qualified leads and fine tune communication skills.

Three Insurance Success Seminars cover marketing and sales strategies that will maximize sales opportunities: ■

Position for Success

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Implement for Success

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Sustain Success

See the full schedule and register at iabgroup.com/CPIA.

Errors & Omissions Loss Control Learn how to avoid claims by attending E&O loss-control seminars through IA&B. We offer programs that explore different angles from “10 Ways to Get Sued” to “E&O Risk Management: Meeting the Challenge of Change.”

See the full schedule and register at iabgroup.com/E&Oseminars.

NOTE: Utica and Westport E&O policyholders may be eligible for pricing considerations when completing these courses.

On-site Training Maximize your agency’s productivity and effectively train your staff right in your own office building.

Meet your staff training goals without the travel expense and time spent out of the office by hosting any IA&B training program right on your premises. Contact the IA&B Member Service Center for more details on how you can bring on-site training to your agency.

Special Topic Seminars Look for seminars coming throughout the year focusing on important ISO form changes, special programming for service staff and the new Producer Peak Performance course that will accelerate sales in your agency.

See the full schedule and register at iabgroup.com/education.

Licensing Preparation These programs are designed to take some of the anxiety out of taking licensing exams. IA&B offers traditional classroom and self-study options for both property & casualty and life & health lines.

Classroom Instruction _______________________________ This option breaks down study preparation into smaller, manageable components: pre-study assignments, class interaction and post-study mock exam testing. You will absorb what you learn through an organized, user-friendly format that helps you avoid cramming at the last minute.

Self-Study Package _______________________________ This option is an alternative to the classroom for those who prefer independent exam preparation. Packages include study schedules, checkpoint quizzes and online practice exams. This method offers the flexibility of learning on your own time and at your own pace.

Read more about licensing exam prep at iabgroup.com/ExamPrep.

Online and On-Demand Training When the classroom offerings don’t fit your schedule, your area of interest or your learning style, you may be able to go online to obtain the professional development you need. IA&B’s webinars and on-demand programs (available anytime) can satisfy your training or CE requirements at your desk, at home, or wherever you have Web access. You learn relevant, timely information on various topics, including: ■

Compliance Pitfalls and Ethics

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Certificates of Insurance

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Ethical Behavior and E&O

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Insuring e-Commerce & Internet Exposures

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National Flood Insurance Program

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Pollution Exposures & Coverages

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New Employee Education

NOTE: Courses leading to CISR designation are also offered online. Read about Web-based training by clicking “Educational Training” then “Web-based Training”

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Agency Operations Running an independent agency can

HR Solution© _______________________________

be as challenging as it is rewarding.

This resource helps agency administrators manage employment practices and become legally compliant with federal and state employer laws.

Fortunately, the following resources are available to help members effectively and efficiently manage their business to achieve success.

Getting Started

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employee handbook template

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administrative and compliance guide

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consultation services (call 610-779-3870)

New agencies may need extra help in getting established, so we’ve developed “ABC’s for New Agencies," a Web-based tool that covers the essentials of starting an insurance agency. This resource explains the American Agency System and the different corporate structures available. It covers licensing, business plans, E&O insurance and various compliance components — like privacy, handling client money and procedure manuals.

Our national partner, the Independent Insurance Agents & Brokers of America (IIABA) offers the Big “I” Career Center, an online job and resume posting service for the insurance industry. Employers and recruiters can also use the website to fill staffing needs from the qualified talent pool.

Visit insurancecareerfinder.com to learn more.

Your staff may be your agency’s greatest asset, but without proper due diligence, bad apples can become a liability. IA&B provides tools to help you manage human resources while protecting the best interests of your business. These are briefly described in this section with more information available by logging onto iabgroup.com, and clicking “Agency Operations” then “Employee Management.”

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human resources audit survey

Big “I” Career Center _______________________________

Employee Management

Online Benefit Big “I” Benefit

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Start-up Agency Toolkit _______________________________

Log on to iabgroup.com/start-up to access this member benefit.

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HR Solution© provides a solid foundation for setting proper employment practices through these base products:

Note: Many of these resources are available only to individuals designated as your “Agency Administrator” with IA&B. Contact the Member Service Center for more information.

Business Services IA&B members have access to products and services (some at discounted member rates) used in the daily operation of their businesses. Briefly described in this section, these are available through our alliances with nationally recognized companies. Learn more by logging onto iabgroup.com and clicking “Agency Operations” then “Discount Services,” or call our Member Service Center at (800) 998-9644.

24/7 Customer Care _______________________________ Extend your customer service without adding staff.

Big “I”- endorsed Artizan Internet Services offers CSR24, the only 24/7 customer-care solution designed for the insurance industry, and Service 911, a low-cost solution for your agency to remain operational during an emergency. Log onto iabgroup.com and click “Agency Operations”the “Productivity” to learn more.

Financial Services _______________________________

Benchmarking _______________________________ Marsh Berry Evaluate and improve your agency’s value using Marsh Berry resources. Learn innovative management techniques and benchmarking services in the areas of finance, operations, sales and marketing and strategy to position your agency for success. IA&B members save $100 off the annual basic subscription fee.

__________________________ Best Practices Improve your agency’s performance with the Best Practices program, available through Big “I.”Performance benchmarks and business strategies guide you in realizing your agency’s full potential. A comprehensive series of tools and publications also allows you to compare your agency’s results with those of other top-performing agencies in the country.

Car Rental _______________________________

Mange your agency’s financial stability with InsurBanc.

InsurBanc recognizes the value of an agency’s business and offers both creative agency financing solutions and custom cash management capabilities with a range of products and services that maximize value.

Enjoy special savings and upgrades on car rentals from Hertz. Use your IIABA member CDP number 0034948 to book your reservation.

Retirement Services _______________________________

Print Products _______________________________

Big “I” Retirement Services helps you to choose the plan that is right for you or your agency. Choose from:

Communicate your agency’s brand with customized printed materials. An extensive selection of office supplies, business forms, stationery and promotional items is available at discounts. You’ll also find customizable consumer brochures in the IA&B Marketing Center.

Plans for Individuals Plans for Agencies Money Purchase Plans Regular IRA Profit Sharing Plans Roth IRA Regular 401(k) Safe Harbor 401(k) Simple 401(k) Simple IRA Simplified Employee Pension Program (SEP) Big “I” Retirement Services consultants can construct a custom plan for you or consult with you on an existing one. They also make it easy to roll over into a customized plan without excess paperwork. Contact the IA&B Member Service Center to learn more about this program.

Shipping Services _______________________________ Receive special discounts on package shipping through FedEx. For more information contact our Member Service Center or go to iabgroup.com and click “Agency Operations” then “Discount Services.”

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Agency Operations Real Time _______________________________ Simplify your agency workflows and deliver speedy customer service using Real Time. Real Time gives you the ability to click on a button from a client file in your agency management system or comparative rater for immediate access to carrier information on your client.

Whether the transaction is a quote, billing inquiry, claim inquiry/loss run, policy view, endorsement or a request for information, you will experience a single workflow for servicing or quoting without the wait.

This faster, more efficient way of doing business is available to IIABA members. Visit www.getrealtime.org to learn more.

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Emergency and Business Continuity Planning Avoid financial loss and unnecessary downtime when disaster or emergency strikes. IA&B’s Emergency Planning Manual will help you bring order to chaos in recovering your agency from a natural disaster or any sudden emergency.

This Web-based tool allows you to create your agency’s personalized plan, which you can access anywhere, anytime to act decisively and smoothly to restore your agency operations. To develop and implement your emergency plan, go to iabgroup.com and click “Agency Operations” then “Emergency Planning.”

Carrier Relations IA&B leads the way in building positive relationships between agents and carriers. The “Carrier Relationships” area of iabgroup.com offers contract analyses and other company-specific information, as well as the searchable results of IA&B’s Company Satisfaction Index, a yearly member survey that serves as a benchmarking tool for carrier satisfaction.

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Company Satisfaction Index IA&B’s Company Satisfaction Index (CSI) survey is a valuable tool for comparing your experiences with carriers to those of other agents. This information can be used when considering new carriers. The CSI report provides member feedback on four key areas:

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Products, Pricing and Underwriting

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Policy Service and Claims

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Agency/Company Relationship

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Technology

This year, members will be asked to rate only their top commercial carriers. The 2012 CSI report rated personal lines carriers.

Coverage Issues Make sure you are up to date on changing coverage issues to best serve your clients and maintain your agency’s reputation.

In the “Coverages” area of iabgroup.com, you will find a collection of coverage resources authored by Jerry Milton, CIC, covering topics such as: ■ ■ ■ ■ ■

Auto Business Owners’ Homeowners’ Workers’ Compensation Commercial General Liability

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Flood Life State-specific coverage issues

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Marketing and Branding A comprehensive new marketing and branding resource, the IA&B Marketing Center, provides everything from branding basics to sophisticated online marketing tactics that will help members better position their agencies in the highly competitive insurance marketplace.

IA&B Marketing Center _______________________________ This microsite within iabgroup.com contains many resources and turnkey tools independent agencies can use to promote themselves through improved marketing and communication efforts. Resources are organized in the following subsections:

Project CAP — reach the increasing segment of consumers who start their search for insurance on the Web. In addition to helping agencies develop online marketing strategies, Project CAP will channel online insurance shoppers to trustedchoice.com where they will be re-directed to local Trusted Choice agents.

Make-A-Wish® — resources your agency can use to support your regional Make-A-Wish chapter.

Demonstrate your commitment to community by supporting the Make-A-Wish mission to grant wishes for local children with life-threatening medical conditions.

PR/Media Relations — media outreach strategies, template press releases and a print-media contact database, along with step-by-step instructions on how to use each. IA&B simplifies your creation and implementation of a PR strategy.

Marketing Library — “how to” articles on marketing and branding written by experts who understand small businesses and the insurance marketplace.

This dynamic resource library provides education on marketing and branding principles.

Consumer Education — a library of insurance information that you can use to respond to questions or to proactively educate your target market.

Content is available as raw text for copying and pasting into an email, newsletter, etc. and as fully designed, customizable marketing flyers.

Consumer Communication — Strategic Agencies newsletter services and GetResponse email blasts provide print and electronic communication services.

With customizable templates and simple mailing-list management, these offerings make professionallooking consumer communication simple and affordable. iabgroup.com (800) 998-9644 Online Benefit Big “I” Benefit

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Trusted Choice® — turnkey tools you need to live the Trusted Choice brand. From a step-by-step guide to branding, to logos, to ready-to-use ads that position you as a Trusted Choice agent, the Marketing Center resources simplify adoption of Trusted Choice.

iabgroup.com/pa/marketing

Project CAP Online Marketing Support _______________________________

Portal Consumer _______________________________ Prospective customers shopping online for insurance in your area will be directed to a consumer portal where they can: ■

learn more about the insurance they’re shopping for

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get an auto insurance quote

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find an agent in the area (you pay a nominal fee for prospects)

Options include: ■

a new Facebook-focused program that provides forward-thinking agencies with all the tools, technology and training they need to make the most of conversation marketing.

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free Bronze program offering a complete overview of online marketing with content and tools you can start using right away.

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Silver and Gold packages building on the free resources with even more education and a content library for your customers.

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full-service Platinum and Diamond programs providing everything from personal consultation and social media, to custom blogs and email marketing.

Visit ProjectCapMarketing.com to learn more and get started.

Choice® Trusted _______________________________ The IA&B Marketing Center now contains all the Trusted Choice resources members will need to leverage the national consumer brand in their local market. A national marketing and advertising strategy along with state-based efforts from IA&B will continue to build awareness of the Trusted Choice brand with consumers.

When effectively integrated with an agency’s own advertising and public relations initiatives, this campaign builds consumer awareness of the value of working with an independent agent.

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Publications and Communications Keep up on important issues and

Agent Headlines

industry trends with IA&B’s

This weekly electronic newsletter keeps you up to speed on the latest information you need. It covers industry and financial news, state-specific legislative activity, company ratings and announcements from IA&B. Special editions alert you to breaking industry news.

print publications and electronic communications. These resources deliver information you need to make informed decisions essential to your business.

Independent Agent Magazine Available to members affiliated nationally with Independent Insurance Agents & Brokers of America (IIABA), Independent Agent (IA) magazine offers a national perspective on news, industry developments and business trends and insurance-related legislation.

Capitol Connection Stay in touch with IA&B’s legislative initiatives on both the state and federal level with this e-newsletter.

Capitol Connection gives you insider details about issues that impact you the most.

IA&B Website Whether you’re looking for a business solution or simply more information, look to iabgroup.com first.

All the benefits and resources available to you as a member are just a few clicks away. Real-time capabilities make online registration for seminars and other services a snap. Members receive quick and unlimited access to state-specific, password-protected information not available to the general public. Watch for BIG changes in 2013!

Social Media The longer you put off joining the conversation, the more you’re missing. IA&B is facilitating professional and informative exchanges on the social Web. Discuss trends and network with colleagues by joining IA&B’s LinkedIn group.

Read timely updates on your association’s activities and breaking industry news by following IA&B on Twitter.

Primary Agent Magazine iabgroup.com (800) 998-9644 Online Benefit Big “I” Benefit

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Packed with news and information, Primary Agent magazine gives you an insightful look at issues affecting the workplace, industry and association.

Each monthly issue includes state-specific news, commentaries on coverage and preventing errors and omissions, and other articles of interest to independent agents. Hard copies are mailed to agency principals while all agency employees receive access to digital editions at iabgroup.com.

Listed below are those companies that strongly support the independent agency system and Insurance Agents & Brokers.

Thank you for your continued sponsorship.

Partners Program Partners Program IA&B Partners IA&B Partners are qualified companies who receive year-round exposure to key decision makers within independent insurance agencies.

Partners can choose from four levels of sponsorship (Platinum, Gold, Silver or Bronze), depending on the level of exposure they desire.

What’s in it for Partners?

■ full-page, full-color feature article in Primary Agent magazine

PLATINUM LEVEL

BRONZE LEVEL

ACUITY Berkley Mid-Atlantic Group Donegal Insurance Group Erie Insurance Group Harleysville Insurance HM Insurance Group Insurance Agents & Brokers Service Group Inc

Aegis Security Insurance Co

Liberty Mutual Insurance MMG Insurance Company Millers Mutual Group Millville Mutual Insurance Co Mutual Benefit Group Penn National Insurance Selective Swiss Re The Main Street America Group Utica National Insurance Group

Encompass Insurance

■ recognition on iabgroup.com for a full month with a link to your company’s feature article

GOLD LEVEL

■ monthly listing as a Platinum Partner in Primary Agent

Progressive Westfield Insurance

■ logo in Agent Headlines e-newsletter once every month ■ recognition at professional training programs and other IA&B events ■ listing in the IA&B Professional Training and Member Benefits Catalogs distributed to members and prospects ■ member rates on IA&B CE programs for all company employees ■ Agent Headlines weekly e-newsletter for all company employees

Agency Insurance Company AmWINS Program Underwriters Inc Auto-Owners Insurance Company Briar Creek Mutual Insurance Company Builders Insurance Group Chubb Group of Insurance Companies Countryway Insurance Company First General Services Foremost Insurance Group Goodville Mutual Casualty Company Guard Insurance Group Harford Mutual Insurance Co Hanover Fire & Casualty Insurance Company Insurance Alliance of Central PA Inc Insurance House Insurance Placement Facility of PA Keystone Insurers Group Inc Lebanon Valley Insurance Company Mercer Insurance Group Merchants Insurance Group Mercury Casualty Penn PRIME Municipal Insurance

SILVER LEVEL Access Insurance Company Allied Insurance American Mining Insurance Co Cumberland Insurance Group Frederick Mutual Insurance Co Juniata Mutual Insurance Co PSBA Insurance Trust The Philadelphia Contributionship

Reamstown Mutual Insurance Company Rockwood Casualty Insurance State Auto Mutual Insurance Company TAPCO Underwriters Inc The Brethren Mutual Insurance Company The Motorists Insurance Group The Mutual Service Office Inc Travelers Tuscarora Wayne Insurance Company Zenith Insurance

Find help through IA&B’s Member Service Center

Driving members to distinction.

Whether you need assistance using iabgroup.com, have a question about insurance coverage or are looking for information about a particular topic, call the IA&B Member Service Center. We’re here to help you get the information you need and answer your questions. Call us anytime at (800) 998-9644, option 1 or e-mail iab@iabgroup.com.

5050 Ritter Road Mechanicsburg, PA 17055 iabgroup.com (800) 998-9644 Join our group Follow us

Driving members to distinction.