Primary Agent - September 2014 - MD Edition

ALSO IN THIS ISSUE: SignOn Once: 1 password, all access Meet your CIC education consultants

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Contents PRIMARY AGENT MAGAZINE

Agent satisfaction on the rise The 2014 Company Satisfaction Index marked a decade since the inaugural survey launched. So what’s changed in the past 10 years? Members’ overall satisfaction, for one. Read on for a synopsis of results and trends.

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One password, all access Imagine using just one sign-on to securely access multiple carriers’ and vendors’ systems. That’s the premise behind SignOn Once, designed to boost security and ease of doing business for independent insurance agencies.

Page 14 Getting to know your CIC education consultants

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With a combined 170 years of experience in the insurance industry, our CIC education consultants have seen and heard it all (or close to it). We chatted with our education consultants about the CIC program’s history and future.

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

Get social with IA&B

In every issue 2 3 4 6 8

Chair of the Board’s Message Ask Our Experts State News Preventing Errors & Omissions Coverage Corner

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

Address inquiries to: Primary Agent Editor 5050 Ritter Road Mechanicsburg, PA 17055-0763 Phone (800) 998-9644 or (717) 795-9100 Fax (717) 795-8347 Periodical postage paid at Mechanicsburg, Pa. and at additional mailing offices.

Postmaster: Send address changes to above address.

Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2014-9 is published monthly by IA&B Service Group Inc., a subsidiary of IA&B. Copyright 2014. All rights reserved. No material may be reproduced in whole or in part without written consent of the publisher. The information in this publication is general in nature and is not intended to serve as legal, accounting, financial, insurance, investment advisory or other professional advice as to any reader’s particular situation. Users are encouraged to consult with competent legal, financial, insurance, investment advisory and or other professional advisors concerning specific matters before making any decisions and we disclaim any responsibility for any decisions or actions by readers. Statements of fact and opinion in Primary Agent are the responsibility of the authors alone and do not imply an opinion on the part of the officers or the members of the IA&B. Participation in IA&B events, activities and/or publications is available on a non-discriminatory basis and does not reflect IA&B endorsement of the products and/or services.

Board of Directors Officers Diana M. Hornung Hanby, ACSR Chair of the Board Wilmington, Del. Robert S. Klinger, LUTCF, CPIA Vice Chair of the Board Germantown, Md. G. Greg Gunn, CIC Immediate Past Chair of the Board Lemoyne, Pa.

Members Henry “Butch” Bradley, Jr. Forest Hill, Md. E. Stephen Burnett, CIC, ARM Wilmington, Del. Richard F. Corroon, CPCU Wilmington, Del. N. Lee Dotson, CIC, AAI Wilmington, Del. Michael P. Ertel+ Columbia, Md. John L. Frankenfield Telford, Pa. John B. Hollister Milford, Pa. Jocelyn R. Howard-Sinopoli, CIC, CISR Butler, Pa. Douglas A. Loesel, CPCU Erie, Pa. Michael F. McGroarty Sr. Pittsburgh, Pa. Craig S. Mader Gambrills, Md. Ann Gallen Moll, CIC Reading, Pa. Joseph R. Pastor, CPCU, AAI Oil City, Pa. Richard M. Rankin, CIC Lancaster, Pa. April E. Ressler, CIC Altoona, Pa. Scott C. Rogers, CPIA* York, Pa.

Diana M. Hornung Hanby, ACSR

Chair of the Board’s M

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Seasons change, commitment remains Greetings from Wilmington. As I sit down to write this, my first message as chairwoman, I’m between vacations (admittedly working at a ferocious pace to ensure that second getaway happens with some amount of relaxation). But by the time you read this, the work-hard-play-hard summer will be winding down, and autumn — with its new beginnings yet steadier pace and more familiar routines — will be starting.

There are calendar-year parallels at the IA&B organization as well.

Fall means change — a new administrative year and new leadership on the boards of directors — but always a reaffirmed commitment to the betterment of membership and the independent agency channel as a whole.

This year is no different. There is a fierce commitment among leaders and devotion among staff members to ensure that your state agents’ association continues down the path of relevance, growth and success. We’re all buckling down.

I invite you to follow along in the months ahead as IA&B hones in on your needs and delivers more of support, opportunities and advocacy you value. And now that vacation season is over, I encourage you to set aside a little time to really explore everything IA&B membership provides (IABforME.com is a great place to begin) … and perhaps to consider getting involved on a committee or at a regional Member Agent Panel meeting.

Until next time,

David B. Wasson Sr., CIC State College, Pa. Lawrence A. Wilson, CIC, CPIA, CPCU, ARM** New Castle, Del.

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Diana M. Hornung Hanby, ACSR

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

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Ask our Experts QUESTION: Can I transfer premiums into a sweep account that uses a money market fund?

ANSWER: It depends. While money market deposit

accounts are acceptable, because they are insured by the Federal Deposit Insurance Corporation (FDIC), money market mutual funds may or may not be backed by the U.S. government depending on how they are invested.

You will need to address this directly with your financial institution to verify whether the funds would be considered secured by the U.S. government.

HAVE A QUESTION? ASK OUR EXPERTS! Rely on our experts to answer your most perplexing questions. Visit the Ask Our Experts section of IABforME.com (find the link in the website footer) to submit your question and review answers to other frequently asked questions. Or email your question to us at IAB@IABforME.com. We look forward to hearing from you.

Remember that under Delaware and Pennsylvania state regulations, acceptable investment vehicles for premiums held in a fiduciary capacity are those where: w The funds are placed in an account where no penalty can be levied against the principal for early withdrawal, and w The funds are placed in an account insured by the U.S. government (e.g. FDIC) or instruments secured by the U.S. government (e.g. Treasury bonds, bills or notes).

While the Maryland regulation is less specific and instead makes reference to placing the funds in an “appropriate account,” the language could be interpreted to follow the “prudent-person rule.” The prudent-person rule is a standard that requires a fiduciary to invest the funds only in financial instruments that any reasonable individual interested in receiving a good return of income while preserving his or her capital would purchase. The above bullet points could be used as reasonable safeguards for a “prudent person.” Note that Maryland also expressly requires the agency to have written consent from the carriers before investing the funds (a specific form must be used).

Want to partner with a reliable agency?

Ready to sell your insurance agency?

Want to retire, or sell part of your book?

Or are you ready to expand your services and products?

If you answered yes to any of these questions, contact me:

Judy Dodds

Business Development Manager 302-299-4776 jdodds@aaamidatlantic.com

For more information on permissible – and impermissible – practices regarding your fiduciary responsibilities, review our complete resource at IABforME.com/fiduciary_duties. ©2014 AAA Insurance

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Primary Agent | September 2014

State News Maryland: untapped flood insurance market

Summary of 2014 insurance legislation

A recent news release from the Maryland Insurance Administration reminded the public that separate flood insurance policies are required to protect against what can be devastating financial loss from flooding:

Although state legislators wrapped up the 2014 session several months ago, a number of insurance-related laws they passed are beginning to take effect.

Among these is our priority legislation to establish a task force to study the state’s uninsured motorist population, as well as several bills dealing with limited lines licenses which your government affairs team worked to ensure included important consumer protection measures.

“Only 74,068 of Maryland’s 2.4 million households have flood insurance, leaving a large portion of our population unprotected from the potentially high cost of major repairs. Everyone should evaluate the risks and consider whether to purchase coverage through the NFIP.” – Insurance Commissioner Therese Goldsmith Many Marylanders do not realize that flood insurance is available to nearly everyone* in the state, not just those people who live in high-risk areas.

Renters, condo owners and homeowners can purchase policies even if they live in moderate-to-low-risk areas. In fact, the National Flood Insurance Program (NFIP) reports that nearly 20 percent of flood insurance claims come from outside high-risk areas.

Visit our website and read up on leveraging FEMA’s FloodSmart program to reach this untapped market.

IABforME.com/resource_center/ selling_flood * In Maryland, the only communities not currently participating are Friendship Heights, Laytonsville and North Chevy Chase, according to FEMA.

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The Maryland Insurance Administration (MIA) published a bulletin providing insurance stakeholders with a summary of 2014 insurance legislation signed into law by Gov. Martin O’Malley. Access the bulletin, which includes both life and health and property and casualty bills, for a summary of each as well as the effective dates. www.mdinsurance.state.md.us/ sa/news-center/bulletins.html

MIA proposal triggers HIPAA reminder

Clarifying HO percentage deductibles

Maryland Personal Auto forms facing revisions

In response to recent legislation (Senate Bill 790), state regulators are investigating how to offer additional consumer protections for health insurer communications.

If you’re wondering how percentage deductibles can be applied to homeowners’ policies in Maryland, you’re not alone. The Maryland Insurance Administration (MIA) recently issued Bulletin 14-19 to clarify under what circumstances the percentage deductibles could be imposed and how the different deductibles are coordinated. The bulletin includes answers to some frequently asked questions and may help you, in turn, have a conversation with your customers.

Applying updates to your agency management system ensures that you’re using the most recent ACORD form editions – including two revised Personal Auto forms effective later this year – and that you’re in compliance with licensing agreements.

The Maryland Insurance Administration recently issued Bulletin 14-18, seeking comments on a draft form that will allow individuals to request that their health information be sent to an alternative location if they feel that they could be endangered by the disclosure of their protected health information. This can apply to both individual (family) policies and to group contracts and will protect the individual from having the information sent to a spouse, partner or parent.

While we expect that this specific request will mostly affect carrier procedures and claims departments, it presents another opportunity to remind all agency staff that health information is subject to the Health Insurance Portability and Accountability Act (HIPAA) and requires an abundance of caution when handling.

We will keep monitoring this issue and keep members apprised of any developments. In the meantime, review our privacy resources to make sure everyone on your staff is compliant.

IABforME.com/ resource_center/privacy

www.mdinsurance.state.md.us/ sa/news-center/bulletins.html (select P&C bulletins)

Temporary moratoriums under the microscope

What licensing agreements?

It is a violation to issue prior editions of a superseded ACORD form once a new form is introduced. Your obligation stems from the licensing agreement between ACORD and your agency management system vendor (AMS, Applied, etc.). Agency management systems introduce the latest ACORD forms through periodic updates … which all too easily can fall through the cracks at busy agencies.

What form revisions are coming down the pike?

On the horizon for Maryland are two revised forms: the Personal Auto Application ACORD 90 MD (2014/12) and the Personal Auto Application Section ACORD 290 MD (2014/12), effective in December.

The Maryland Insurance Administration is cracking down on insurers’ use of temporary moratoriums on writing or binding insurance due to emergencies and weather events.

Regulators recently issued Bulletin 14-15 to remind carriers that, as of April 14, 2014, they are required to file their temporary moratorium protocols with the MIA as a rating rule or an underwriting standard. Failure to file protocols in advance will prevent insurers from being able to activate them – and may lead to administrative action.

WELCOME

New Members Pinder Insurance Agency Inc. Elkton, MD

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Primary Agent | September 2014

Preventing ERRORS AND OMISSIONS

WHEN GETTING THE CLIENT’S SIGNATURE MAY NOT BE ENOUGH The Utica National E&O Program supplied this article.

Insurance Agents & Brokers Service Group Inc. is the exclusive agent for the Utica E&O program in Delaware, Maryland and Pennsylvania.

For questions regarding this article or your E&O coverage, contact IA&B at 800-998-9644 or IAB@IABforME.com.

Producers and customer service representatives are advised from early in their careers of the importance of securing a customer’s signature on an application. The basic premise is that if accurately completed and signed by the applicant, an application possesses tremendous power in the event of some type of errors-and-omissions litigation. The signed application played a significant role in the outcome of that litigation in a substantial number of E&O cases.

the entire application.

If the agency sends the customer the application to sign, the entire application must be sent.

Sending only the signature page could cause a problem as it might enable the customer to disavow knowledge of the contents of the entire application.

The goal is to ensure that applications work for your agency, not against it.

Here are some key items to follow: Complete, current and correct This is known as the “3 Cs requirement.” Are applications from your agency completed fully or are some questions left blank? If questions are left blank, why? The answers to these blank items could significantly impact the account’s desirability or pricing. How confident is your agency on the accuracy of the answers to the questions? In the haste to get applications

For agencies serious about reducing their E&O exposure, proper handling of applications is a great place to start.

Unfortunately, there have been numerous E&O cases where the signed application lacked the power it should have had. For an application to really help the agency if E&O litigation arises, the customer must fully know the contents of

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submitted, producers/ account executives may answer the questions believing they are answering honestly and correctly. This has the potential to cause some problems as carriers rely heavily on the application and presume the information to be truthful.

What is your agency’s approach when the carrier underwriter calls with additional questions? As a producer or CSR, do you presume to know the answer or do you contact the prospect to check? It’s best to contact the prospect/customer to ensure the information presented to the carrier is correct.

After a loss What happens if, after a loss, the carrier discovers the information was incorrect? This is when your nightmare could start. The carrier may take the position that it would not have written the account had it known

the correct information. Unfortunately, this scenario occurs much too often.

At this point, the carrier will typically have two options: rescind the policy or honor the claim, but then take action against the agency. There have been many E&O claims where the carrier successfully sued the agent due to misrepresentation of the nature of the risk. This issue by itself heavily reinforces the benefits of having the insured sign the application to affirm the accuracy of the information.

The best approach Complete the application face-to-face with the prospect/customer, asking him or her the questions exactly as they appear and accurately noting the response on the application.

After completing the application, the producer/CSR will usually request that the client sign the application.

An additional requirement is recommended. Namely, don’t just ask the client to sign the application.

Require the prospect/customer to review the entire application to ensure you have accurately stated the exposure, and then have the client sign it. This is one of the most important procedures for an agency to insist on.

In virtually every state, the customer is held responsible for the contents of the application once he or she has signed it. If the client misled you in the completion of the application, his or her signature on the document could play a significant role if a problem develops. As stated previously, this means more than just sending the client the signature page to sign.

If getting the signature is not feasible for some reason, explore the possibility of providing the customer with the application electronically, asking him or her to review and approve the information for correctness. Be certain your file is well documented with the insured’s approval.

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Don’t sign the insured’s name While the agency may believe the customer has authorized you to do so, don’t sign for the insured! After a loss, the customer may disavow giving you this authorization. Handwriting experts have found their way into E&O claims, so extreme caution should be exercised in this area.

Use all-new information As a producer or CSR, have you ever completed “this year’s application” using the information from “last year’s application”? Avoid doing this. It is extremely dangerous and fraught with potential problems. Risks change, so it is always best that the application is completed through current discussion with the customer.

Ensure accuracy Review and reinforce with your staff the issue of providing your carriers with complete, accurate applications signed by the customer. This is also a great time for management to clearly state the expectation that applications will not be submitted to the carrier unless they are complete and accurate. This requirement normally falls, especially with commercial accounts, on the producers. Customer service representatives should be authorized to return an application

to the producer if the application is incomplete or if the CSR is concerned about accuracy.

Work in your favor Applications you submit to your carriers are extremely important and must be handled accordingly.

Your agency’s goal should be that the information in the applications is complete, current and correct (the “3 Cs”) and the application is reviewed and signed by the customer. While getting the insured’s signature may be an additional step that takes time, the power of this signed application cannot be emphasized enough. Anything less could spell trouble if a loss develops and the carrier believes it was misled.

Turn the power of the application to work in your favor by mandating and enforcing these requirements.

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Primary Agent | September 2014

Coverage COR N E R

INDALEX V. NATIONAL UNION: A CRACK IN KVAERNER OR A CLARIFICATION OF FAULTY WORKMANSHIP CLAIMS?

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

Is faulty workmanship an “occurrence” under the Commercial General Liability policy? In many states, the answer is “yes.”

But not in Pennsylvania.

That issue was settled in 2006 with the Kvaerner v. Commercial Union decision by the Supreme Court of Pennsylvania.

claims against Indalex were based on strict liability, negligence, breach of warranty and breach of contract.

OneBeacon Insurance Group provided defense and indemnity under their primary liability policy until the limits of the policy were exhausted.

If you haven’t heard of Kvaerner, it means you don’t insure contractors or you’ve been in a coma for the past eight years.

As faulty workmanship claims have been litigated, and are still being litigated, throughout the United States, Kvaerner is probably the case most cited by the insurance company attorneys.

Indalex then turned to National Union, their commercial umbrella insurer. National Union denied coverage because under Pennsylvania law there was no occurrence, which was necessary to trigger coverage.

The trial court granted National Union’s motion for summary judgment, concluding that Kvaerner v. Commercial Union barred coverage. Indalex appealed the trial court’s decision.

Multiple out-of-state lawsuits were filed against Indalex by property owners alleging that windows and doors manufactured by Indalex were defectively designed or manufactured. As a result, the property owners alleged they suffered water damage which caused mold and cracked walls. In addition to personal injury, the

The issues to be resolved by the Superior Court were: 1. Did the trial court err in ruling that National Union had no obligation to defend or indemnify Indalex?

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2. Did the trial court err in characterizing the lawsuits as involving “faulty workmanship” only?

3. Did the trial court err by failing to recognize that the lawsuits alleged tort-based products liability involving property damage to property other than the doors and windows themselves?

4. Did the trial court fail to recognize a duty to defend, relying improperly on Pennsylvania’s gist of action doctrine to ignore viable tort claims?

In their review of the case, the court stated: When the language of the policy is clear and unambiguous, we must give effect to that language. However, when a provision in the policy is ambiguous, the policy is to be interpreted in favor of the insured. It is well established that an insurer’s duties under an

insurance policy are triggered by the language of the complaint against the insured. It does not matter if in reality the facts are completely groundless, false or fraudulent. It is the face of the complaint and not the truth of the facts alleged therein.

The major point of contention between Indalex and National Union was the definition of “occurrence” in the policy.

The policy stated: H. Occurrence means: 1. A s respects Bodily Injury or Property Damage, an accident, including continuous or repeated exposure to conditions, which results in Bodily Injury or Property Damage neither expected nor intended from the standpoint of the insured. All such exposure to substantially the same general conditions shall be considered as arising out of one Occurrence.

They determined that the claims against Indalex, which were brought under the laws of five different states, involved product liability tort claims.

Because the tort claims against Indalex were based on damages to persons or property, other than the insured’s product, the court concluded that National Union was obligated to defend Indalex.

In so holding, the court rejected a decision based on a gist of action doctrine. This doctrine bars tort claims “(1) arising solely from the contractual relationship between the parties; (2) when the alleged duties breached were grounded in the contract itself; (3) where any liability stems from the contract; and (4) when the tort claim essentially duplicates the breach of contract claim or where the tort claim is dependent on the success of the breach of contract claim” (Reardon v.

Allegheny College, 926 A 2d 477, 486 Pa Super 2007).

Instead the court relied on the following ruling: If the underlying complaint contains more than one cause of action, and one of them would constitute a claim within the scope of the policy’s coverage, the insurer must defend the complaint until it can confine the claim to a recovery excluded from the scope of the policy (American States v. Maryland Casualty, 427 Pa Super 170 628 A 2d 880, 887).

The court also noted that the gist of action doctrine has not been adopted by the Supreme Court of Pennsylvania in an insurance coverage case.

Did Indalex v. National Union put a crack in Kvaerner or merely confirm when and how coverage applies when there is an allegation of “faulty workmanship”? I don’t know. I’m not smart enough to know.

Y’all take care!

2. As respects Personal Injury, an offense arising out of your business that results in Personal Injury. All damages that arise from the same or related injurious material or act shall be considered as arising out of one Occurrence, regardless of the frequency or repetition thereof, the number and kind of media used and the number of claimants.

The court referred to the Kvaerner Metals v. Commercial Union Ins. Co, Millers Capital Ins. Co. v. Gambone Bros. Development Co, Inc. and Erie Insurance Exchange v. Abbott Furnace Co. decisions which barred coverage on the basis that faulty workmanship is not an “occurrence.” However, these cases focused on the allegations of faulty workmanship which damaged the work product itself.

The court reaffirmed that an insurance company is obligated to defend its insured whenever the complaint filed by the injured party may potentially come within the policy’s coverage.

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Partners.

You and your clients. You and Harford Mutual. We’re committed to protecting their business and building yours.

That’s what mutual success is all about.

Explore P&C insurance opportunities at HarfordMutual.com

Platinum Profile Insurance Agents & Brokers proudly recognizes ACUITY as one of its Platinum Partners. IA&B Platinum Partners dedicate the highest level of sponsorship to our organization.

FEATURED PARTNER ACUITY PRESIDENT & CHIEF EXECUTIVE OFFICER Ben Salzmann COMPANY LOCATION Sheboygan, Wis. A.M. BEST RATING “A+” (Superior)

A

Ben Salzmann President & CEO

ccording to ACUITY’s Wally Waldhart, there’s a reason the company has experienced strong sales growth in Pennsylvania since opening its doors for business in the Keystone State in 2010.

ACUITY introduced a lead generation program for independent agents in personal auto, whereby consumers can obtain quotes for coverage online with ACUITY and are then referred to local Pennsylvania agents for follow-up.

“Independent agents know that they can rely on ACUITY as the ‘go to’ company for the type of business we like to write,” says Waldhart, Vice President - Sales and Communications. “We provide agents the products, technology, and services that help them write business with us.”

“Our lead generation program is unique compared to other companies because agents control the account just as if the quote had originated in their office. We pay full commissions on new business, and agents retain full renewal rights on policies they write,” says ACUITY President and CEO Ben Salzmann. “ACUITY’s lead generation program is another way we are strengthening relationships with agents through technology.”

ACUITY’s product portfolio is expansive: a wide array of monoline, package, and portfolio policies, as well as many important and unique coverage enhancement endorsements designed for Pennsylvania accounts. In personal lines, ACUITY provides true tiered rating programs in both auto and homeowners.

In commercial lines, ACUITY offers monoline and commercial package policies and business owners’ (BOP) forms as well as endorsements designed for target classes of business, such as contractors, truckers, mercantile, and manufacturing accounts.

In delivering technology solutions agents can use, no company can claim a stronger commitment than ACUITY, which has earned more awards from ACORD than any other P&C carrier in the nation.

ACUITY’s ease-of-business solutions for agents include real-time, online policy quotation and application and automatic issuance and delivery of policies to agents within seconds in both personal and commercial lines. Recently,

ACUITY’s value-added services for agents include a wide array of educational offerings through ACUITY U. Offered free to independent agents, ACUITY U has provided agents with over 100,000 continuing education (CE) credits through both in-office and online courses.

ACUITY’s online courses include Anatomy of a Super Claim, Ethics: Three Agents in Prison, Inside a Commercial Underwriter’s Head, and Inside a Personal Underwriter’s Head, with new courses being regularly introduced.

A strong commitment to independent agents has driven ACUITY’s growth in the state. The mutual insurer finished 2013 with a sales increase of greater than 41 percent in Pennsylvania, wrapping up the year with $26.7 million in written premium. Through mid-2014, ACUITY is still growing in excess of 23 percent in [ 10 ]

the state. Importantly, this has been profitable growth, with the company running a combined ratio of just 92.4 in 2013.

Additionally, ACUITY knows the bottom line is vitally important to agents. “We pay more in contingent commissions as a percentage of written premium than our peers,” Waldhart reports.

With strong growth and profitability, ACUITY offers independent agents remarkable financial stability. A fiercely independent company firmly committed to remaining mutual, ACUITY is also remarkably well-run: the company is rated A+ by both A.M. Best and Standard & Poor’s and has been named to the Ward’s 50 Top Performers for 15 consecutive years.

ACUITY also offers independent agents stability in staffing. Ranked five times as the top mid-sized employer in the nation by Great Place to Work, ACUITY maintains a remarkable voluntary turnover of less than 2 percent.

As a result of its comprehensive and well-rounded strategy, ACUITY, which generates over $1 billion in revenue and manages over $3 billion in assets, provides consistency and security in an industry marked by wide market swings and financial uncertainty.

“We are a healthy, strong, and truly regional mutual carrier,” Waldhart says.

“We are thankful to Pennsylvania agents for the trust they have placed in us, and we are confident in our future thanks to our strong agency partnerships.”

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

Thank you for your continued sponsorship.

WHAT IS IA&B PARTNERS? The IA&B Partners program gives company and allied businesses the opportunity to demonstrate their commitment of support to independent agents and receive maximum market exposure. As an IA&B Partner, you will also realize the benefits of IA&B membership to help you succeed in the insurance industry.

DO YOU SEE YOUR NAME? To become an IA&B Partner, choose the sponsorship package that matches your commitment of support.

Contact the Member Sales Center at 800-998-9644, 717-795-9100 or visit us online at IABforME.com to get started.

PLATINUM LEVEL ACUITY Berkley Mid-Atlantic Group Donegal Insurance Group Erie Insurance Group Harleysville Insurance HM Insurance Group Insurance Agents & Brokers Service Group Inc Liberty Mutual Insurance MMG Insurance Company Millers Mutual Group Millville Mutual Insurance Co Mutual Benefit Group Penn National Insurance Swiss Re The Main Street America Group Utica National Insurance Group

BRONZE LEVEL Aegis Security Insurance Co Agency Insurance Company AmWINS Program Underwriters Inc Auto-Owners Insurance Company Bailey Special Risks Inc Briar Creek Mutual Insurance Company Conemaugh Valley Mutual Insurance Co Countryway Insurance Company Encompass Insurance Foremost Insurance Group GMI Insurance Goodville Mutual Casualty Company Guard Insurance Group Insurance Alliance of Central PA Inc Insurance Placement Facility of PA Keystone Insurers Group Inc Lebanon Valley Insurance Company

GOLD LEVEL

MAPFRE Insurance Merchants Insurance Group

Progressive Westfield Insurance

Mercury Casualty Penn PRIME Municipal Insurance

SILVER LEVEL

Reamstown Mutual Insurance Company

Access Insurance Company American Mining Insurance Co Cumberland Insurance Group Farmers Mutual Insurance Company of Western Pennsylvania Frederick Mutual Insurance Co Juniata Mutual Insurance Co PSBA Insurance Trust Selective The Philadelphia Contributionship [ 11 ]

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 Group of Companies United Fire Group Zenith Insurance

Primary Agent September 2014

ASSOCIATION NEWS

Agent satisfaction on the rise 2014 Company Satisfaction Index results

The 2014 Company Satisfaction Index marked a decade since the inaugural survey launched. So what’s changed in the past 10 years? Members’ overall satisfaction, for one. Read on for a synopsis of results and trends.

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Primary Agent | September 2014

M

aybe it’s attributable to the (albeit slowly) rebounding economy and firming market. Perhaps it’s a sign of improved agent-carrier communication. Possibly it’s the result of the independent agent channel’s growing usversus-them (read: direct writers, captives) mentality. No matter the impetus, the news is good: The 2014 Company Satisfaction Index (CSI) found independent agency personnel’s highest overall satisfaction with personal lines carriers since the survey’s inception a decade ago.

How far we’ve come This year marked a decade since the inaugural CSI recorded our members’ experiences with their carriers. Looking back, the first CSI prompted members to complete 179 surveys rating 58 carriers.

This year we recorded 321 surveys through which members rated 65 carriers. While levels have fluctuated over the past decade, overall participation trends have been positive, lending to more credible results.

Methodology

Onwards and upwards This year’s CSI recorded members’ highest overall satisfaction — the rating of 3.285 — with their personal lines carriers since the survey began in 2004. This follows an upward trend in overall satisfaction seen nearly consistently through the years.

What’s making our members increasingly satisfied? When questions are broken down by category, the results showed that respondents’ satisfaction with their agency/company relationship peaked this year, reaching the highest rating in the past decade. Carriers also continued to receive high marks for policy service and claims, a category which consistently has shown participants’ highest satisfaction.

Even technology — the category of questions which historically has received the lowest ratings — saw an improvement over the last personal lines survey and came in with its second highest score since the CSI began.

Where we go from here One of the purposes of the CSI is for agencies to use the results to benchmark their carrier experiences against their peers’. While everything certainly isn’t coming up roses, the 2014 CSI results shed light on trends — trends of increased satisfaction. For agencies that are coming away from their carrier interactions with a different experience, the CSI is a resource for creating dialogue and, possibly, considering new appointments.

We offer an interactive tool on our website that allows members to sort the CSI results by carrier ranking or by category. The tool also provides a side-by-side comparison of carriers and an in-depth examination of each carrier’s individual results by questions.

Learn more at IABforME.com/CSI.

[ 13 ]

The annual CSI survey — which this year focused solely on personal lines — was open from April 16 until May 16, 2014. All IA&B member agency employees from Delaware, Maryland and Pennsylvania were encouraged to participate and to rate at least the top three carriers with which they place business.

The survey questions participants’ experiences in four categories: products, pricing and underwriting; policy service and claims; agency/ company relationship; and technology. Respondents rate carriers on a scale of one to four, with one indicating unsatisfied and four indicating satisfied.

TECHNOLOGY

One password, all access Introducing a new identity-management solution

Imagine using just one sign-on to securely access multiple carriers’ and vendors’ systems.

That’s the premise behind SignOn Once, designed to boost security and ease of doing business for independent insurance agencies.

[ 14 ]

“If you want a new tomorrow, then make new choices today.”

Tim Fargo, blogger

T

he independent agency channel has a new choice: A streamlined, common system for identity management that allows business partners to stop spending so much time and money on passwords. Unveiled in May 2014, a new standard called “SignOn Once” from industry coalition ID Federation allows agency staff to use one sign-on to securely access systems of multiple carrier business partners.

Given the millions of transactions for quoting, submission and account management each year in the U.S. insurance industry, SignOn Once can shave minutes every day off of the administrative and technology time and resources spent managing passwords. That frees up agencies to redirect precious staff time to the productive work of sales and service of insurance consumers.

————————————————————————————————

The SignOn Once approach can free up agencies to redirect precious staff time to the productive work of sales and service of insurance consumers.

———————————————————————————————— The new system uses token technology to authenticate each user’s identity. SignOn Once offers greater security protection than the longstanding process of using a different password for each agency user to enter each carrier system.

SignOn Once can end an agency’s inefficient and insecure practices, such as: w Posting sticky notes on their computers with passwords w Putting a list of passwords in plain sight on their cubicle wall or under the keyboard w Sharing one carrier login and password around the agency w Spending weeks of (nonproductive) time removing a terminated employee from the system or adding a new one SignOn Once addresses those problems by consolidating (or “federating”) the user’s identity among multiple logins, with a single password.

The ID Federation is inviting insurance carriers to participate in SignOn Once by:

Primary Agent | September 2014

How secure is this approach?

ID Federation, the industry coalition which developed this protocol, does not maintain any information.

Instead, for example, solution providers (agency management systems, comparative raters, etc.) implement SignOn Once standards and then establish trusted relationships with carriers. Those solution providers are considered “identity providers” and manage user credentials. Security Assertion Markup Language tokens then are passed between the identity provider and carriers.

To help mitigate risks, the ID Federation developed a certification policy – based on the ISO 27001 and BITS Shared Assessment standards – that requires identity providers to complete a securityrisk assessment.

How can my agency leverage this system?

The real implementation work is done by carriers and solution providers. The ID Federation recommends that interested agents contact their carriers and other vendors (think: wholesalers, retailers, underwriters, adjusters, etc.) and encourage them to implement SignOn Once.

Learn more by visiting SignOnOnce.com or contacting info@SignOnOnce.org.

1) Joining ID Federation via SignOnOnce.com 2) Adopting the SignOn Once Trust Framework 3) Implementing (and obtaining third-party certification for their implementation) of SignOn Once [ 15 ]

TECHNOLOGY

The SignOn Once Trust Framework spells out the working agreements among the carriers, vendors and agencies; limits liability; and outlines technical specifications. It serves to replace passwords with federated identities by and between parties with existing trusted relationships within the financial services and

insurance industry. In effect, the framework is every party’s way of agreeing to use one secure identity for a user in lieu of a plethora of individual passwords for multiple systems.

SignOn Once provides for each user to receive a unique identity token based on their distinct credentials. This token is certified

for authenticity and is used to facilitate ongoing access to each participating and certified SignOn Once carrier site or solution provider. While the process is streamlined and seamless for the agency user, there are multiple checkpoints and verifications behind the scenes as users move from site to site.

Typically, the SignOn Once standard can be implemented through the agency management system of the agency. Industry firms Vertafore and Applied Systems have been enthusiastic participants in developing the new approach.

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Carriers stand to benefit because SignOn Once implementation can: w Eliminate password reset calls w Increase agent ease-of-use satisfaction w Make a carrier more attractive to work with as a market

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Legal and technical aspects important A “federated” approach means “we all need to agree we are going to be playing by the same set of rules,” explained Doug Johnston, vice president of Applied Systems/IVANS and an ID Federation board member.

“Part of a federation is that you all agree within documents to

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continued on page 18

[ 16 ]

FOCUSED ON PENNSYLVANIA As a new carrier in Pennsylvania, MAPFRE Insurance is committed to providing our agents with a competitive advantage in the marketplace.

We have a broad personal lines product portfolio and unique coverages not traditionally available on personal lines policies.

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MAPFRE InsuranceSM is a brand and service mark of MAPFRE U.S.A. Corp and its affiliate: MAPFRE Insurance CompanySM (California COA No. 18643; Florham Park, NJ); Not all companies are licensed to do business in all states. Not all products are available in all states.

TECHNOLOGY continued from page 16 work together. You all have roles and responsibilities.

The legal side is as important as the technical side. The whole point of a federation is we have legal agreements that all agree to play by.”

SignOn Once grew out of collaboration by insurance professionals within the Agents Council for Technology (ACT), the Real Time/Download Campaign, ACORD, technology user groups and leaders with carriers and agents/brokers.

provider Vertafore. “What is also very encouraging since the launch of SignOn Once is the interest and queries from carriers who want to help resolve this problem.”

The ID Federation aimed to create a safe and standard way to secure technology authentication for as many parties as possible in the insurance industry.

The protocol is now ready for agencies along with their business partners to consider it for mutual gain.

Teresa Addy is business co-chair and Jim Rogers is a board member and treasurer of ID Federation Inc., a 501(c)6 non-profit organization that developed SignOn Once to promote information security and identity management for trusted transactions across the financial services and insurance industries.

Addy is a business technology analyst for EMC Insurance Companies, and Rogers is assistant vice president, distribution technology strategy, of The Hartford.

This article reflects the views of the authors and should not be construed as an official statement

by ACT.

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[ 18 ]

My Events S E P T E M B E R

2 0 1 4

Date

Topic

Location

8-11

CIC Personal Lines Institute

Erie, PA

9

E&O Coverage Standards

Baltimore, MD

CPIA—Position for Success

Philadelphia, PA

9-11

P&C Licensing Study Course

Pittsburgh, PA

10

E&O Risk Management

Mechanicsburg, PA

CPIA—Implement for Success

Philadelphia, PA

11

CPIA—Sustain Success

Philadelphia, PA

15-18

CIC Commercial Property Institute

Harrisburg, PA

16

CISR Agency Operations

Baltimore, MD

CISR Elements of Risk Management

Reading, PA

17

CISR Agency Operations

Salisbury, MD

William T. Hold: 3 Cs — Comp, Crime & Cyber

Dover, DE

23

William T. Hold: Dealing with Disasters

York, PA

23-25

P&C Licensing Study Course

Mechanicsburg, PA

25

CISR Commercial Casualty I

Frederick MD

CISR Personal Residential

Philadelphia, PA

29-30

James K. Ruble Seminar

Ocean City, MD

30

CISR Personal Residential

Lancaster, PA

[ 19 ]

TRAINING & EDUCATION

Getting to know your CIC education consultants With a combined 170 years of experience in the insurance industry, our CIC education consultants have seen and heard it all (or close to it). And while the times — and the CIC program — have changed, the program’s prestige has not.

We chatted with our education consultants — and Dan Lawyer, who will join their ranks in the coming months — about the CIC program’s history and future. Highlights of those discussions follow.

IA&B: Why do you believe the CIC program continues to be successful?

Jerry: The nature of the program — the way it’s structured; the up-to-date, in-depth material that’s presented. It offers folks a good way to become fairly knowledgeable of most policies in a short period of time.

Clem: The high quality of the materials and the dedication of the instructors.

Jim: Dedicated faculty.

Dan: It offers such good, practical information for any agent and also for company people. It helps when the rubber meets the road. You can put this to use; it’s not just head knowledge.

IA&B: Over the years, what changes or trends have you noticed within the CIC program and designees?

Jerry: There are several. First, the sizes of the classes have increased dramatically from to early days when we saw just 40-50 people. Secondly, the percentage of female attendees.

In the early days, the program primarily attracted agency owners who were predominately [ 20 ]

male. Today the classes are 5060 percent women. Finally, the attendees appear to be getting younger — and not just because I’m getting older! In the early ‘80s people came who had 10-20 years of experience.

Today, they sometimes have less than a year.

Clem: The program has been constantly updated by the National Alliance. As far as the participants, they are younger, and the percentage of female designees has grown substantially.

Jim: The audience is younger and less experienced than those who attended in the formative years of the program.

This makes it more challenging, and at times frustrating, for the students. continued on page 22

What’s a CIC education consultant?

Every CIC institute ends with a two-hour essay exam. The on-site education consultant writes the exam during the institute to ensure that it reflects the topics included in the notebook material and information discussed in class.

Primary Agent | September 2014

Jerry M. Milton, CIC

Clem J. Wandrisco Jr., CPCU, ARM, AAI, AIC “ I’ve done a little bit of everything,” shares this self-proclaimed “old man.” Jerry began in the insurance industry nearly 50 years ago, when he started in a Life and Health brokerage before owning his own independent agency for 14 years. Since 1981, he has worked full time in education.

Clem is synonymous with insurance in Pittsburgh. He owned an independent insurance agency in the Steel City for 35 years. He taught insurance at The University of Pittsburgh and Duquesne University School of Business. And he is past president of the Independent Insurance Agents of Pittsburgh, The Insurance Club of Pittsburgh and The Allegheny Chapter of CPCU.

When asked what he likes best about working with the CIC program, Jerry cites the people: “The people I’m with every day are my kind of people — honest, hardworking people doing the best they can.”

“What I like best is witnessing the success of designees as they progress through the CIC program,” says Clem, a 14-year education-consultant veteran.

Daniel “Dan” E. Lawyer, CIC, CPCU

James “Jim” Harrison Jr., J.D, CIC, ChFC, CLU, CPCU Jim’s industry experience runs the gamut. He owned a retail insurance agency, a managing general agency and an excess and surplus lines agency.

He taught insurance at The University of Texas and Florida State University, owned an insurance education firm and worked in insurance education for the Society of CIC.

Dan’s background spans 40 years and includes seven years as a claims adjuster and sales manager for Erie Insurance, 25 years as an independent agency owner and over 15 years as an educator with IA&B. Dan looks forward to his role as an education consultant as an opportunity to give back: “To give back through education is very rewarding. It’s an opportunity to make the insurance business a better business. That’s my motivation.”

Bragging rights? Jim was at the first CIC program, way back in 1969.

[ 21 ]

TRAINING & EDUCATION continued from page 20

About the CIC program

IA&B: What advice would you offer for those considering working toward a CIC designation?

Nationally recognized and highly respected in the insurance business, the CIC program challenges agents to take their knowledge to a higher level with intensive, four-day institutes covering five areas of insurance: agency management, commercial casualty, commercial property, life & health, and personal lines.

Jerry: Get a little experience, two or three years, a little knowledge. Consider attending other programs — for example, some of the CISR programs — that might prepare you. Once you come, prepare to buckle down and to listen hard for 20 hours and to sit for a rigorous examination. I remember sweating and studying and being nervous … and then experiencing a sense of pride.

The CIC program is for licensed agency and company personnel with at least two years of full-time experience in insurance or risk management. Designees are 7.5X4.625 set apart by their ability to maximize General Umbrella Program ad coverageJGS in innovate ways for customers.

IABforME.com/CIC

Jim: Set yourself up for success. You should have two or three years of hands-on experience in the business.

Dan: Don’t quit, even if you fail a test or two. There are a lot of people walking around with the designation who didn’t pass on the first try. Keep at it, and you’ll be rewarded. It will help you be better at whatever occupation you choose within the industry.

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[ 22 ]

New Jersey’s favorite specialty commercial automobile market is now partnering with agents and insureds in Pennsylvania and Maryland.

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For me, whether advising on agency contracts or carrier satisfaction, IA&B’s advocacy gives us a voice in the carrier industry.

David King President/CEO Horst Insurance Lancaster

MY Advocate IA&B effectively advocates for members with carriers and regulators. We are also your voice in the state capitol, protecting you from burdensome or costly laws.

Learn about issues we’re addressing in your state and hear what members have to say about IA&B’s advocacy at IABforME.com/MyAdvocate.

Classified ADVE RTI S E M E N T S

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SALES AGENT/PRODUCER Community Insurance, a thriving independent insurance agency in Lancaster, Pa. is seeking a motivated sales agent. Ideal for a newly licensed agent looking to take that next step or a seasoned producer seeking the most competitive markets in the industry.

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Forward resume and cover letter to: Tom@CommunitySure.com If you would like to place a Classified Advertisement, simply fax your ad on company letterhead to 717-795-8347, and we will take care of the rest.

Ad Index AAA Mid Atlantic . . . . . . . . . . . . . . . . 3 ARI Insurance Company . . . . . . . . . 23 Coastal Agents Alliance . . . . . . . . . . . 7 Guard Insurance Group . . . . . . . . . . 18 Harford Mutual Insurance Co . . . . . . 9 IA&B Partners Program . . . . . . . . . . 11 IA&B . . . . . . . . . . . . . . . . . . . . . . . . . 24 Interstate Insurance Mngmnt. . . . OBC MAPFRE . . . . . . . . . . . . . . . . . . . . . . 17 Millers Mutual Group . . . . . . . . . . . IFC Preferred Property Program . . . . . . 22 TAPCO Underwriters Inc . . . . . . . . . 16

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The “C’mon, get appy” column aims to uncover apps that can benefit you at the office and, in some cases, at home as well.

Submit suggestions to IAB@IABforME.com, subject line: Primary Agent submission.

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