02lavoz2014 by Independent Insurance Agents of NM

COVERAGE

WORK

Five Reasons Your Customers Should Be Protected By New Mexico Mutual

CREATED FOR NEW MEXICO BUSINESSES

Created by New Mexicans for New Mexicans, we understand the diverse operations of our state’s workforce. By placing business with our company, premium dollars stay in New Mexico. We are an A-(Excellent) A.M. Best Rated company and take ownership of providing New Mexico businesses cost-effective workers’ compensation coverage.

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PROTECTION FOR EMPLOYEES, SECURITY FOR YOUR CUSTOMERS

Our tagline, coverage @ work, states our purpose. We protect businesses as well as employees. We ensure that your customers’ business investments are protected from the costs of an accidental injury and provide programs and services to keep their employees safe at work and rehabilitate those who may suffer a workplace injury.

EXCELLENT CUSTOMER SERVICE We distinguish ourselves from the competition by providing the highest standard of customer service. We are a local company that understands the state and your customers’ specific needs, not a faceless 800 number. We are committed to service excellence and our local team of safety and claims professionals know how to take care of injured workers and provide useful and practical information to keep workplaces safe. Our website, which includes safety videos (streaming or checkout), Pay My Bill, File a Claim and many other features, is another valuable resource available to all employers and their employees.

LEADERSHIP AND ADVOCACY FOR NEW MEXICO BUSINESSES

New Mexico Mutual works to ensure that New Mexico continues to be a good place to do business by monitoring legislative and regulatory bodies throughout the year. We are an industry leader in collecting and providing workers’ compensation data to the state of New Mexico. We represent our clients and their employees in Santa Fe by advocating legislation that protects businesses and workers, while keeping the cost of workers’ compensation insurance to a minimum.

INTEGRITY

New Mexico Mutual is recognized as one of the most ethical companies in New Mexico and we’ve earned that designation by being forthright and respecting the relationships we’ve built with our agents, policyholders and injured workers. We have fair processes for employees and employers that are all handled locally. We are financially strong and can be trusted to back your customers when they need us most.

New Mexico’s Experts in Workers’ Compensation Insurance

“La Voz” is the official monthly e-publication of the

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Independent Insurance Agents of NM 1511 University Blvd. NE Albuquerque, NM 87102. (505) 843-7231. Fax (505) 243-3367. Web site www.iianm.org. This publication is intended to provide accurate and authoritative information on the subject matter covered, but is distributed with the understanding that neither IIANM, nor any contributing author, publisher, contributor or advertiser is rendering legal, accounting or any other professional service and assume no liability whatsoever in connection with its use. Further, the electronic links to our advertisers and/or contributors found in this publication are provided as a courtesy to our readers and do not necessarily indicate an endorsement by IIANM. News items from members of Independent Insurance Agents of New Mexico and the general insurance industry are encouraged. The advertising deadline is the fifteenth day of the month, preceding publication. Advertising rates are available upon request. Please contact Rachel Sheffield at rachel@iianm.org for details

IIANM Staff President/CEO Thom Turbett Chief Strategy Officer Marit Peters VP of Member Services Consuelo Trujillo Insurance Programs Administrator Suzie Dodds, CIC Communications Director Rachel Sheffield Member Services Associate Renee Trujillo

2013-2014 Officers

Features

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"The Voice" of Independent Agents since 1934

IIANM 2014 Company Partners!

Study Quantifies Impact of Filing a Claim on Auto Insurance Rates

To Audit or Not to Audit?

Are Work Related Injuries Covered by Workers’ Compensation?

2012 - 2013 IIANM Dues Deductibility

Top 8 Agent Issues in 2013

Industry Tidbits

Mock Trial of a Real Life Construction Defect Fire Loss

54th Annual Education Seminar Registration

Start Fresh in the New Year - What Can You Purge? What Should...

How To Get That Big Account - Three Steps to Get Their Attention

Are Your Clients Making Costly Insurance Mistakes?

In Every Issue Tech Talk

February’s Clickable Calendar

Odds n Ends

Advertiser Index

Chair Diana Hobbs

Acuity

Vice-Chair Gabe Portillo

Litchfield Special Risks

Secretary/Treasurer Connie Sevier

Market Finders, Inc.

Mountain States Insurance Group

National Director Sam Conlee Immediate Past Chair PJ Wolff

Burns & Wilcox

Back Cover

New Mexico Mutual

Risk Placement Services (RPS)

These carriers have partnered with our association to support the vitality of the independent agent system in New Mexico. Take a moment to visit their new page on our site and take advantage of their varied products and services. Independent agents have the freedom to choose!

Study Quantifies

Impact of Filing a Claim on Auto Insurance Rates By Bonnie Cavanaugh, PropertyCasualty360 Drivers who file an auto insurance claim will see their rates climb by an average of 38% nationwide, while those who file two claims within a 12-month period can expect to pay nearly twice as much as claim-free drivers, according to a new report by InsuranceQuotes.com. The highest rate increase for a one-time claim is in Massachusetts, where drivers could expect to pay 67% more for car insurance. Click to see the top-5 and bottom-5 states for increases. The December 2013 study by Quadrant Information Systems looked at the average economic impact of filing various claims, and was commissioned by InsuranceQuotes after customer inquiries, says InsuranceQuotes Senior Analyst Laura Adams. “We get a lot of questions from consumers about, ‘Should I make a claim? I’ve had this happen, or I’ve had that happen,’” Adams says. “There are so many variables that go into it; we wanted to dig into it and see what’s going on around the nation.” The study used a hypothetical 45 year-old married female driver who is employed, has an excellent credit score, no lapse in coverage and has filed no prior auto-insurance claims. It assessed how much annual premiums can increase after filing one of three different types of claims: bodily injury, property damage and comprehensive. It also looked at the impact of the claim's dollar amount ($500, $750, $1,000 and $2,000 or more) and compared the average premium increases for all 50 states and Washington, D.C.

42% and a 41% increase, respectively), while comprehensive claims (for non-collision events such as theft) are the cheapest, with a mere 2% hike. The company’s web page www.insurancequotes.com includes a calculator for consumers to assess whether a claim is worth pursuing, based on such data as where the driver lives, deductibles, premium, and estimated claim amount. It also gives consumers some financial guidance for their situation and state, Adams says. For example, a New Jersey driver with an annual insurance premium of $1,000 and a deductible of $500 may want to think twice about filing a property damage claim for estimated damages under $1,200. According to the calculator, such a driver making a firsttime claim of $500 or more can expect rates to increase by an average of 24.74% for about three years. The calculation includes advice: “You should consider making a claim if the amount is $1,242.19 or more.”

Findings show that rates vary considerably from carrier to carrier and from state to state; the study by Quadrant Information Systems looks only at the averages in each state, after surveying the five or six carriers with the largest population of policyholders in that state.

In states showing high increases, the premium is pretty low to begin with, Adams says. That excludes New Jersey, where premiums start out rather high—the state’s premium rates are “well above the national average”— and go up even higher once a claim is made.

“Over 85% on average is the increase for a second claim within a 12-month period,” Adams says. “Obviously these rates may not last forever, but as long as the claim is on your report you can have it affect your rates for three to five years.”

Adams suggests consumers talk over any potential claims with their insurance representative before actually filing any claim. “And don’t tell them about damages; they can enter it on a report,” she says. “Make it clear you’re not making a claim, you’re just asking ‘What if?’”

While it does make sense in some cases to file a claim, Adams notes: “The key for the consumer is, where is the cutoff? It’s pay out of pocket vs. see your rate skyrocket.” The study showed increases vary by state, and after a single claim, range from a 20% hike in Maryland to a 67% hike in Massachusetts. Bodily injury and property damage (including collision) claims were the most expensive (at a

InsuranceQuotes issued a similar report for homeowners insurance in October, which determined that residents of Minnesota, Connecticut and Maryland experience the highest premium increases on their homeowner’s policies after paying one claim, and on average, those filing a single claim in Minnesota can expect their annual premium to increase by 21%.

The report “confirmed everyone’s worst suspicions,” she says. The biggest lesson for consumers? “Not to file a small claim.”

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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By David Hulcher, Big “I” director of E&O Operations and Rob Eilers, ASC, AIAA, Big “I” manager of E&O claim prevention.

Audit’s Impact on the Bottom Line Agency owners never seem to have enough time, right?

To Audit or Not to Audit?

If you think an E&O audit is like a visit from the IRS, think again. True, your throat may tighten and you may feel sweat forming on your brow, but as an independent insurance agency principal, the experience is more like a physical examination of your insurance agency. So what’s involved in agency E&O audits? The E&O audit process, which takes one or two days, should be straightforward and effective. The process generally begins with a conference call to discuss the agency’s key issues and what it would like to get out of having the audit. Next up is a visit from an E&O field auditor who will work with the entire staff to identify problems, opportunities and solutions. The agency often completes some information prior to the visit. The involvement of the agency’s personnel throughout the process helps them develop a sense of ownership. The auditor will likely then randomly select a number of client files to review for things such as the level of documentation, coverage recommendations, timeliness and letters and proposals used. He or she also will review things such as the agency procedure manual and diary system. After compiling the information obtained in the visit, the auditor will provide a detailed, concise report that includes findings, suggestions, a detailed “plan of action” and supporting material. Usually the final step in the audit process is a follow-up from the E&O auditor to ensure completion of the items in the action plan. The E&O audit can provide a framework to accomplish your agency’s goals, and adhering to the plan of action is the most effective way to benefit from your E&O audit. A copy of the audit and plan of action also should be sent to your E&O carrier. Page 6

Frequently, agency owners are side-tracked from the responsibilities essential to their agency’s future success. An E&O audit is a way to make the agency more efficient. It will help develop agency staff by: • Making sure clients are well serviced. • Allowing carriers to receive good business submissions. • Empowering employees to do their job. • Implementing checks and balances to make management less stressful. • Evaluating and identifying key responsibilities. • Finding focus and defining strategy for the future. • Outlining the best management strategy. An agency E&O audit can help your agency improve financially, enhance workflows and improve employee satisfaction with solid direction. ~D.H. and R.E.

“If you are uncertain about where your agency is headed or concerned about stagnant growth, consider an E&O audit, which provides a comprehensive, ‘bird’s eye’ view of the agency and its potential,” says Chris Burand of Burand & Associates. “An audit should include solutions so the office atmosphere becomes more productive and enjoyable for everyone.” From a financial standpoint, having an audit can be a sound business move. An agency can save future dollars by avoiding previously undiscovered E&O situations (Think: future payment of E&O policy deductibles). In addition, the agency will have a new understanding of specific coverages to market to its clients, which can lead to increased sales. Finally, many agents E&O carriers provide a discount ranging from 5% to 10% on E&O premiums if the audit is completed by an approved E&O auditor. “The auditing staff provided us with the details on what was wrong with the accounts audited and specific action items to correct the files,” says Susan A. Daley, CIC, area president of Arthur J. Gallagher & Co. – Orange County. “In addition, the Coverage Integrity Analysis gave us specific coverages to market to our clients, resulting in increased revenues to our office. So we saved money by avoiding undiscovered E&O situations, and we made money via increased sales.”

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

WE SHOT FOR THE STARS AND LOOK WHAT WE HIT

IN COMPANY ASSETS!

ACUITY ’s assets are skyrocketing to new heights! Just 10 years after reaching the $1 billion mark, ACUITY ’s assets have tripled to $3 billion. We owe our thanks to loyal independent agents in 22 states and our staff of nearly 1,000 insurance professionals for helping ACUITY achieve results that are truly out of this world!

www.acuity.com

For All That Matters

facebook.com/acuitywow Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014 Page 7

Are Work Related Injuries Covered by Workers’ Compensation? By Al Berryman CLU, CPCU New Mexico State University

Self-employed individuals have the choice of electing to be covered under by worker’s compensation. Executive officers who own 10% or more of a corporation have the option of electing not to be covered by worker’s compensation. This leaves several questions about work related injuries and illnesses.

The Affordable Health Care Act has little direct impact on Worker’s Compensation Insurance. There is a large unknown impact if reduced reimbursements from increased Medicaid enrollments cause healthcare providers to shift costs to worker’s compensation insurers. It is also possible that by increasing the number of employees with health insurance there would less incentives for employees to claim that an injury occurred on the job. The question as to whether or not work related injuries are covered by the new “metallic” health insurance plans is of particular concern to self-employed individuals. The AHCA does not require that these plans cover work related injuries. There are no current regulations on the subject. This might change in the future as it appears that the law allows for a great deal of interpretation by regulators as to what should or should not be covered. New Mexico Worker’s Compensation laws are similar to most states and require that all employers of more than three employees must provide worker’s compensation coverage, except for farm and ranch workers and domestic servants. Recent court decisions have indicated that these exceptions violate the New Mexico Constitution and will soon be eliminated. Companies that are licensed by the Construction Industries Board are required to provide workers compensation if they have only one employee.

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If a self- employed consultant is injured while traveling in his car to meet a client, would his individual health insurance policy cover the injury if he had not elected to be covered? What happens to the medical expenses of an employee whose employer does not carry worker’s compensation coverage either legally or illegally? Would medical expenses that arose out of a work related injury that was settled by a lump sum settlement between the worker and the worker’s compensation company be covered by health insurance, if there was an aggravation or reoccurrence of the injury? If an executive officer of a corporation elects not to be covered by worker’s compensation would his health insurance coverage apply to a work related injury? Since the law is silent, each health insurer will have to decide how they wish to address this issue. Different companies are taking different approaches on how they will handle the problem. One carrier has taken the position that they will not cover any work related injuries, but then placed an exception to the exclusion by providing coverage for sole proprietors or executive officers who have affirmatively elected not to be covered. This language might be a problem for sole

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

proprietors who do not have to affirmatively elect not to accept the provisions of the Worker’s Compensation Act. The exception also applies to employees who are excluded from the Act. However, the exception does not apply to employees of employers who are required to carry Worker’s Compensation insurance and fail to do so. Another carrier excludes work related illnesses or injuries entirely, even if the employer fails to carry required worker’s compensation insurance. One company that takes this approach excludes coverage for an injury that arises out of, or is the result of employment for wage or profit, regardless of whether such treatment is covered by any Worker’s Compensation coverage. This would seem to exclude coverage for any activity for which there is a profit motive. A third approach is to exclude coverage for services for which worker’s compensation insurance is required to provide or reimburse those services. This would be the simplest approach and probably the most favorable method for the consumer. One could argue that excluding coverage for work related injuries or illnesses is the correct approach from the point of view of society as a whole. Worker’s Compensation

coverage was designed to place the costs of work related injuries on the employer and ultimately the consumer of a service or product. Every employer in the state is eligible to obtain coverage regardless of the type of business or past losses. However, there is also the problem of an innocent employee whose employer fails to carry Worker’s Compensation coverage. New Mexico does have fund for the medical expenses of such employees, but there is a limit to the amount. From the point of view of agents and brokers who advise clients it is important that they understand the specific language in their client’s health insurance policy as it relates to work related injuries and illnesses. Do not assume that there is coverage for work injuries. The best approach would be to always recommend that employers, including those who are self-employed, carry worker’s compensation coverage. Even if their health insurance covers work related injuries this year, that might change on a renewal. In addition worker’s compensation insurance provides valuable disability and survivor benefits for work related injuries illnesses. Remember, never assume that there is coverage. Agents, brokers, & consumers need to refer to the actual coverage.

2012-2013 IIANM Dues Deductibility Dues to the Independent Insurance Agents of New Mexico (IIANM) are not deductible as a charitable contribution but may be deductible as an ordinary and necessary business expense. To the extent that IIANM engages in lobbying, the portion of the dues that relate to lobbying expenses is not deductible as an ordinary and necessary business expense. This law was enacted in 1993, effective February 1, 1994 [Section 13222 of the Omnibus Budget Reconciliation Act of 1993 (OBRA 1993)]. The non-deductible portion of dues for 2012-2013 is 23.14%. Please forward this information to the appropriate staff in your organization. The following is a recap of the non-deductible portion of dues for the past six years:

FY 2007-08 FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12 FY 2012-13 FY 2013-14

Estimated Estimated Estimated Estimated Estimated Estimated Estimated

25.16% 18.23% 17.72% 21.92% 22.83% 22.71% 23.76%

Actual Actual Actual Actual Actual Actual

17.99% 17.35% 21.37% 22.19% 22.29% 23.14%

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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Top

Agent Issues of 2013

The health care reform saga continues. The Affordable Care Act (ACA) continues to make headlines as its implementation creates turmoil for agents both as consumers of health insurance and as health benefits advisors. The Big “I” has been working hard on solutions that will address agent-specific issues through the regulatory and legislative process at the federal and state level. The most recent issues with the ACA’s rollout have involved the much-discussed enrollment issues through the online Marketplaces; the cancellation of many health insurance plans; and “rate shock” caused by the ACA’s coverage expansions, which could be exacerbated in the long run if the young and healthy decline coverage, leading to adverse selection and further rate increases. On the group market side, the postponement of the employer mandate was an important development that will play out later in 2014.

The Insurance Services Office (ISO) revises commercial lines forms and endorsements, with some of the most disturbing changes since 1986. Commercial property saw the greatest number of changes - more than 40 - pertaining to broadening coverages for debris removal, business income, entrusted property and water damage originating from off-premises water line breaks. An additional new option increases coverage limits in the event of a disaster that drives up labor and material costs. But changes to the commercial general liability program were most dramatic, with not only a dozen policy form changes but also more than 80 endorsement revisions, including a significant overhaul of the liquor liability exclusion. The most troubling changes involved additional insured endorsements, presenting potentially huge reductions in coverage and limits for insureds—and more problems for agents.

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Insurance regulation returns to the headlines. The Big “I” has continued working with Congress and the appropriate federal agencies to ensure that the Dodd-Frank Wall Street Reform Act (Dodd-Frank) provisions that impact insurance are implemented appropriately. Dodd-Frank mandated that the Federal Insurance Office (FIO) on how to “Modernize and Improve the US System of Insurance Regulation.” Originally due in January 2012, the report was finally released last week. The Big “I” agrees with the FIO assessment that insurance regulation could be improved and modernized in certain areas, but strongly believes that any federal action should be targeted and limited, leaving day-to-day regulation in the in the hands of state officials. The report describes previous, failed attempts at streamlining the agent licensing process and points to the current NARAB II bill as the most effective solution to achieving licensing reciprocity.

Agents utilize the Consumer Agent Portal (CAP) to increase market share for independent agents. Consumers are now visiting TrustedChoice.com to locate independent agents, get quotes, find answers to insurance questions and receive expert advice. The number of unique consumer hits on TrustedChoice.com is increasing exponentially, up 300% just in the last month. And it’s no wonder why: new comScore data finds that as mobile and tablet usage soars in the U.S., more and more consumers are embracing online quoting and multi-channel shopping, while a recent report from Accenture warns that digital insurance sales are increasing rapidly across the globe. In order to keep up with the way today’s consumers want to do business, independent agents should subscribe to TrustedChoice.com.

Despite robust stock market returns in 2013, many investors did not fully participate, wary of another 2008. Thanks to increasing volatility and widespread concern over what happens when the Federal Reserve stops tapering, millions of people remain nervous about the stock market. On that note, many are wondering whether interest rates are headed upward. While interest rates remain historically low and 2013 was another year of very mild inflation, a mid-year jump resulted in higher mortgage rates.

NARAB II progresses further than ever before. The National Association of Registered Agents and Brokers Reform Act (NARAB II) made tremendous progress in 2013 (including House passage and unanimous consent by the Senate Banking Committee to move the bill to the full Senate approval). The Big “I” is optimistic that pressure from the 24 bipartisan senators who cosponsored the bill and the overwhelming House passage will lead to final passage by the full Senate, and ultimately the president’s signature in 2014.

Flood insurance progress continues to trickle. In 2013, the implementation of Biggert-Waters gained traction after years of lobbying by the Big “I” and its industry partners. The Big “I” invested significant time and energy in 2013 working with Congress and its coalition partners to ensure that the National Flood Insurance Program not only remains affordable for policyholders, but also stays on a path toward financial security. In particular, the Big “I” is aggressively lobbying to delay the phase-out of the “grandfathered” process as called for by Biggert-Waters. In the new year, the association is optimistic that Congress will take action on relief from some of the drastic premium increases resulting from parts of Biggert-Waters.

Terrorism insurance program expiration looms. In 2013, lawmakers introduced several bills that propose reforming, updating and/or extending the Terrorism Risk Insurance Act (TRIA) and held related hearings on Capitol Hill. The program promises to be a top issue in 2014, since current authorization of the TRIA program is due to expire at the end of the year. Most observers believe the program will be reauthorized in some form, likely with a series of reforms to reduce any perceived government exposure. The Big “I” will continue advocating for reauthorization of the TRIA program to ensure the availability and affordability of terrorism insurance for commercial clients. Bob Rusbuldt, Dave Evans, Margarita Tapia and Jacquelyn Connelly contributed to this report.

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

Rock Solid.

Unwavering service. Steadfast loyalty. Staunch reputation.

Visit our new website at msig-nm.com

Mountain States I N S U R A N C E

G R O U P

The Mountain Stands Behind You. Albuquerque, New Mexico 505.764.1400

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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Wells Fargo Insurance selling ABQ, El Paso Brokerage Locations Source: Dinnis Domrzalski, Alb Business First Wells Fargo Insurance, which is part of Wells Fargo & Co., has agreed to sell its insurance brokerage and consulting office in Albuquerque and El Paso to USI Insurance Services, Wells Fargo recently announced. The sale is part of a deal by Wells Fargo Insurance to sell 42 of its smaller regional insurance offices to USI, Wells said in a news release. USI is based in New York and is the 14th-largest insurance broker in the world, Wells said. The sale is part of Wells’ strategy to “focus investments and resources in select markets, including Charlotte, Dallas, Minneapolis and San Francisco, where the insurance business has the greatest growth potential and stronger partnerships with the bank’s commercial customers.” Brett Welcher, a Wells Fargo spokesman in Albuquerque, said he didn’t know how many people in Albuquerque or El Paso would be affected by the sale. The sale is expected to close in the second quarter, and terms were not disclosed.

• How Effective Leaders Think Strategically and Make Winning Decisions • Uncovering the Leader Within: How to Find Your True North • Are You Ready to Start Hiring? How to Bring on the Right People and Make Sure They Succeed • The Three Things You Need to Do to Improve Your Managers and Teams • How to Get New Employees Up to Speed—Faster! • Leading Through Tough Times • How Are Top Companies Selling Through These Tough Times? • Five Steps to Building Teams That Deliver • Who's Next? Recognizing and Developing HighPotential Employees • Help First-Time Managers Realize Their Potential Caliper offers the Caliper Profile, an assessment instrument for measuring an individual's characteristics, potential and motivation. This personality test, validated by more than four decades of research, measures over 25 personality traits that Caliper consultants analyze in a variety of combinations to determine how someone will perform in a specific role. Big "I" members enjoy a discounted rate for this test of $245. Learn more at www.calipercorp.com.

When the sale is complete, Wells’ insurance arm will operate in 55 locations.

OSI Issues Cease & Desist Order

Wells Fargo Insurance writes or places $15 billion of risk premiums annually in property, casualty, benefits, international, personal lines and life products, Wells said.

The Superintendent of Insurance has officially notified TraffiCare International, LLC to Cease & Desist all New Mexico operations due to their failure to obtain the required licenses and Certificate of Authority in New Mexico. TraffiCare is offering New Mexicans insurance products that are both unauthorized and illegal.

Wells Fargo is New Mexico’s largest bank by deposit market share. As of June 30, 2013, it had $6.9 billion in deposits and 25.28 percent of the market.

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Superintendent Franchini stated that “We strive to ensure the insurance companies operating in New Mexico are solvent, reliable and offer products consistent with New Mexico regulations and TraffiCare is not doing so and it is our obligation to protect the insurance consumers of New Mexico. We received notice of this company operating outside the regulations and we took immediate steps to forbid the company from operating in New Mexico.” TrafficCare offers “insurance” against traffic citations which is inconsistent with New Mexico regulations and the Office of Superintendent recommends that if any New Mexico resident purchased an insurance product from this company they notify our offices. All questions or inquiries involving TrafficCare can be directed to John Gaherty, Compliance Director at 505-827-4439 or John.gaherty@state.nm.us

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

P&C Pricing: Commercial Rates Dip, Personal Lines Hold Steady By Jacquelyn Connelly, IA assistant editor. The commercial composite rate for December inched down to plus 3% from plus 4% the previous month, according to the latest MarketScout pricing survey. At plus 4%, commercial auto was most expensive in terms of coverage class, while transportation and contracting risks—both at plus 5%—assessed the largest rate increases by industry. As usual, small accounts saw significantly higher rate increases than large accounts: plus 5% for those with up to $25,000 in premium, compared to just plus 1% for those with more than $1 million in premium. According to MarketScout CEO Richard Kerr, many investors are currently looking beyond the stock market when seeking returns—and the successful ones are adopting more creative solutions for their funds. “New age reinsurance structures have opened the insurance market to many new investors and as a result, additional capacity,” Kerr explains. “This added capacity may well put additional pressure on rates in 2014.” By contrast, personal lines held steady at plus 3% for December, with homes valued over $1 million incurring the steepest increases (plus 5%) thanks to prior underpricing from a handful of new entrants to the personal lines marketplace. “Over the course of the last four years, rates for highvalued homeowners were comparatively low because of aggressive pricing from some of the newer high-net-worth insurers,” Kerr says. “In the last year and a half, high-networth insurers have been raising rates to more appropriately price for the broader coverage provided.”

Big ‘I’ PAC Surpasses $1 Million in 2013 When the dust settled and all the numbers were crunched, InsurPac, the Big “I” political action committee (PAC), raised a total of $1,007,668 during the 2013 calendar year. Surpassing the $1-million mark in one year is an important accomplishment for InsurPac. The Big “I” membership prides itself on political engagement and involvement, and the continued growth of InsurPac is further evidence of this commitment. Nearly 4,000 agents, brokers and company representatives came together to voluntarily support InsurPac in 2013, with contributions ranging from one dollar to the maximum allowed $5,000. Forty-three states achieved their InsurPac goal, and six states achieved Eagle status for averaging in excess of $100 donated per agency: Louisiana, Montana, New Hampshire, North Carolina, North Dakota and South Carolina. In the 2012 election cycle, InsurPac distributed more than $1.8 million to senators, representatives and other candidates for federal office. Also in 2012, 84% of InsurPac-supported candidates won with 237 victories of the 282 races it supported. The power of InsurPac is credited with the association’s continuing position as one of the most well-respected business associations in Washington, D.C. In disbursing contributions, InsurPac does not consider party affiliation, but rather supports representatives, senators and candidates for federal office who have been supportive of the independent agency system.

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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Steve

Anderson.com by, Steve Anderson (Always feel free to email me with comments, new ideas or products that have worked for you. I will check them out and spread the word!)

Increasing Visits to Your Agency Website Your agency website is the most important piece of Internet real estate you actually own. It is your home base. It is the core component to creating, enhancing, and mastering your Internet presence. Social platforms are also important and are another part you use to master your Internet presence. But, the big problem is you don’t actually own your profile on any social platforms. You are simply renting or leasing space on those platforms. At any time Facebook, LinkedIn, Twitter, YouTube, or any other platform you might decide to use could shut down your account. And you have virtually no recourse. That’s why your website is so important. You own it. You manage it. You enhance it. It is a great tool to help people understand how they can benefit from the products and services you offer. So, how should you use the social platform outposts to drive people to your agency website? And maybe more importantly, which platforms should you spend your time developing? The Investis IQ Audience Insight Report (pdf) published in October 2013 gives us some insight to be able to answer this question. The report tracked visitors to corporate websites from social media platforms. Their research found that LinkedIn drives significantly more traffic to corporate websites than all the other social platforms combined. According to the survey, LinkedIn accounts for nearly two-thirds, 64%, of all visits to corporate websites from social media sites and this is steadily increasing. Twitter is also gaining in influence, up from 4% in 2011 to 14% today, which reflects the increase in the number of companies adopting Twitter for corporate communications. Facebook’s share by contrast has decreased by nearly 50% in two years, 30% to 17%, and the findings may indicate that Facebook is a declining platform for B2B corporate marketing. It continues to be a good platform for connecting with individual consumers. Page 14

At least for this survey, visits from Flickr, YouTube, Google+, and SlideShare are all negligible, at least for now. LinkedIn, Facebook, and Twitter are responsible for 95% of visits to corporate websites from social media sites. Just to be clear, I believe Google+ is a special case. While the use of Google+ may not be driving business traffic to your website, it is an important platform to be active on because of its search engine optimization (SEO) benefits. The Investis report said that 54% of corporate website traffic came as a result of a search engine. The report also found that 20% of all traffic to corporate websites came from mobile devices. However, less than a quarter of companies (23%) provide either a dedicated mobile site or a responsive website. There is clearly a lot more for corporate websites to do. Here are some steps you can take to master your Internet presence: 1. Continue to enhance your agency website. The more information you provide on your website the more likely someone is to find you. 2. Make everything mobile friendly. Your website needs to be easily viewable by any type of device that might access it. People are using smartphones and tablets to search. What does your website look like on those platforms? 3. Focus on your LinkedIn marketing. There’s never been a better time to enhance your presence on LinkedIn. It should be mandatory that every salesperson in your agency have their LinkedIn profile fully completed. Also, make sure your agency LinkedIn company page is up to date. 4. Make sure all of the social platforms you use have links back to your agency website. Remember, your agency website is your home base — all other platforms where you “rent” space are your outposts that point back to your own platform. These are beginning steps you can take to maximize your agency Internet presence and help drive businesses to your agency.

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

Connect Using Video Emails Video can be a great way to cut through the clutter of regular email. Everyone experiences email overload and anything you can do to make your message stand out in your prospect’s or client’s email inbox is a good thing. Eyejot is a web-based service that allows you to quickly and easily send video email (v-mail) to anyone individually or as a group message. All you need is a simple webcam and an Eyejot account. The best part is that the basic service is free (at least for now). Once you have set up your Eyejot account, it really is as easy as clicking the Record button and speaking to the camera to create a v-mail. Once completed you can send that v-mail to anyone. The actual video is not sent with the email but stored on the Eyejot servers. The email received has an image of the beginning of the video with text that says they have received a video email. The recipient simply clicks on the image and the video starts playing. You also have the ability to attach and send documents. You should think about using Eyejot in your agency to communicate with clients. If you do, then the PRO Plus version is worth the $100 per year price. Messages can be a maximum of 10 minutes in length (although that is probably way too long). You can also upload prerecorded video and you have extended message storage time. The PRO Plus version is advertising free (there is advertising in the free version), and you have the ability to brand several Eyejot notification elements with your agency logo and color scheme. The service will also alert you when your video messages have been viewed. In my presentations, I demonstrate how you can use video email to deliver a renewal proposal to a smaller revenue client when you just can’t justify going out in person. You could also use a prerecorded video with safety tips when there is an approaching storm in your area. Eyejot also has an app for the iPhone and soon Android phones. With Eyejot Mobile, you can create and send Eyejot video mail from anywhere, anytime. It uses your device’s front-facing or rear camera, or you can select prerecorded video from your gallery. A separate app allows you to create, manage, and send

video business cards using a feature they call Eyejot vCards. Instead of handing out traditional business cards that are easily discarded and rarely remembered, you can send electronic vCards that include video, location map data, links to your social networks and all your contact information. Create up to five prerecorded video messages that can be sent with your downloadable contact information and links to your social networking pages. For a small amount investment I have found Eyejot to be a great way to distinguish yourself and your agency from your competitors.

Planning for 2014 I hope you have had time over the last month or so to pause, rest, spend some time with family, and reflect about your accomplishments in 2013. And, as you well know, it’s also a great time to think about and plan for 2014. Here are a few of my thoughts and suggestions on how to approach 2014. Goal Setting Setting goals is deceptively difficult. But, there is help available. My friend Michael Hyatt is perhaps one of the best I know at setting, following, and tracking his personal goals. He has created three videos on goal setting that would be well worth your time viewing. And if you like what you see, consider subscribing to his five-day course. Like many of you, I struggle with actually following through on goals I set. But, I continue to realize how important it is to not only establish goals, but to actually have a process in place to follow through on achieving those goals. Beyond Best Practices There is a lot of talk about best practices in the insurance industry. But, I’m beginning to realize that best practices look at historical success. Best practices are a measure of what has worked in the past, not necessarily a measure of what will work in the future. Thinking about going beyond best practices will help you and your agency consider and explore what you need to do today to be successful in 2014 and beyond. I will have more to say about this in the coming weeks. Master Your Internet Presence What is your plan in 2014 for increasing your online visibility? Certainly social platforms like Facebook, LinkedIn, Google+, and others should be a part of your strategy. Marketing and sales have changed more in the last five years than the last 30. How is your agency adapting to this new reality? How are you changing your approach to “good service” as a result of what you are learning about the connected consumer? My hope is that 2014 will be your best year yet. I will continue to read, explore, and research the best tools, techniques, websites, services, and ideas that will help your insurance organization effectively adapt to this wonderful and ever changing world.

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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IIANMâ&#x20AC;&#x2122;s 54th Annual Education Seminar

CE Seminar

Embassy Suites Hotel / March 26 & 27, 2014 15 hours of continuing education for insurance professionals This seminar is designed to specifically meet the annual continuing education requirement for licensed NM insurance agents. This two-day program offers educational opportunities, a great Trade Show with industry exhibitors, and provides a venue for industry professionals, agents, CSRs and company representatives to network. For those of you who have not attended before, this is how it works: We will be featuring 4 tracks, taught by various instructors. Choosing your classes is much like making selections from a menu. You may choose to take all your classes within one track (i.e. Property & Casualty only) or you may choose to mix and match tracks. The entire program is approved for both the P&C and L&H licenses, so you may attend any class you like.

Full Seminar (15 CE hrs): Member: $200 / Nonmember: $240 One Full Day (8 CE hrs): Member: $105 / Nonmember: $140 One Half Day (AM 4 CE hrs / PM 3 CE hrs): Member: $70 / Nonmember: $75 Ethics Only (1 CE hrs): Member: $35 / Nonmember: $45 (Be sure to log-in in order to receive member pricing!)

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Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

Day One Morning

Day One Afternoon

Personal Lines Miscellaneous

Bonds

Bob Pratte, CIC

The Hartford

Personal Lines Coverage Gaps

Flood

Jeff Straight, CIC,LUTCF, AAI

3/26/14

Property & Casualty

3/26/14

Morning classes are worth 4 CE hours Afternoon classes are worth 3 CE hours

NextGen Professional Development

Best Practices: Keys to Remaining Independent Part 1

Best Practices: Keys to Remaining Independent Part 2

Marit Peters

What is a Co-op? / ACA Update

Life & Health

Patty Padon, CIC, LUTCF, AAI

Ethics

4pm - 5pm

Day Two Morning 3/27/14

Property & Casualty

NextGen Professional Development Life & Health Ethics

Day Two Afternoon 3/27/14

Commercial Lines Coverage Gaps

Certificates of Insurance & Additional Insureds

Jeff Straight, CIC,LUTCF, AAI

Emergency Tips & Protocols for Property Damage

Umbrella Is Your Client Covered?

Kristi Greiner

Bob Pratte, CIC

Business & the PL Client

Workersâ&#x20AC;&#x2122; Comp

Bob Pratte, CIC

Phyllis Bowmen, WCA Mary Fowler, NCCI

Obama Care in the Insurance Agency / NMHIX Update Patty Padon, CIC, LUTCF, AAI

Voluntary Benefits Sharon McMahan

4pm - 5pm

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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ulty

VU Fac

A recent issue of our IIABA “Insurance News & Views” email newsletter included an abbreviated version of a VU article entitled “Lost Policies…No Coverage?” The article included the statement that, “The agency, from both E&O and customer-service perspectives, should keep an archived copy of policies indefinitely.” As one of our IN&V readers asked, “Why do agencies need to retain copies of policy forms when our insurers do that?” “We have not found anywhere that the agency has any responsibility to provide proof of coverage — the Insured and the carriers, yes, but not the agency. What is the effect then from an E&O side for agencies to maintain archived copies of policy forms?” We agree that the insurance policy and its various endorsements and supporting documentation largely involve a contract between insurer and insured. However, that doesn’t mean that an insurer will always be willing or able to come up with a policy form in the future. So, in order to best serve your clients and minimize your E&O exposure, we suggest the agency consider archiving at least one representative policy form of each type and edition, as explained by the VU faculty below. My past experiences in testifying on behalf of my company was that the agents had better records than the company. We would ask the agents for their documentation because we couldn't always find what we needed in the company archives. Too many items got lost with so much paper at the company level.

FACULTY RESPONSE

I have been collecting insurance policy forms since 1967. Insurance brokers should have available to them all of the policy wording used by their insurers. Without the wording, how can they advise their clients? I would suggest they keep a book or file of the forms, scan them, or subscribe to some service that provides forms on computer databases.

FACULTY RESPONSE

In 1980, I had occasion to locate liability policies going back to 1939. Within the past year, we pieced together the terms of coverage for policies back to the mid-1960s for a class action suit. In both instances, identification of the policies was invaluable to the insured.

compensation and liability policies, including claims-made policies, should be kept permanently. From my hurricane duty experience, I can tell you that an agency should keep policy forms and endorsements from companies. Amazingly, adjusters don't have them at times. It just makes good business sense to do it.

FACULTY RESPONSE

It's important to have a copy of each form used by agency customers. According to SCA Disposal Services of New England, Inc. v. Central National Ins. Co. (Mass. Super. Ct. 1994), "[B]ecause insurance policies are often customized or manuscripted, the use of a standard form in one policy is not by itself proof that it was included in a different policy.

FACULTY RESPONSE

An agent should not rely on insurance companies to maintain copies of old policies. In the absence of a policy number and policy form, the insured is up the creek. All workers

FACULTY RESPONSE

How can an agent "advise" on coverages, limitations, conditions, or exclusions if they don't have the forms to READ?! If I were a plaintiff attorney in an E&O claim against an agency, I would definitely want to ask the agent how he/she can advise an insured properly if they don't have the forms to review.

FACULTY RESPONSE

To read more faculty responses, click here. Please note: You will need your IIANM log-in to view complete article. Contact rachel@iianm.org if you need yours. Page 18

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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How to Get Into that Big Account It is possible to land almost any account, all that’s needed is the right plan, consistency, and persistence. Of course before you can land that big account, you have to get in the door. This article will tell you how to get an introduction to the key person or people at that major account. Next month I’ll tell you how to land that big account and keep it for life. Note: Even if you sell to individuals versus businesses, you will still pick up some ideas here. After all, even at the largest companies on the planet, you’re dealing with people, not steel and concrete.

Three Steps to Get Their ATTENTION By John Chapin Pick several people to target at the account. You’re in a much better position if you have two or three people you can go after in an account. You don’t want too many as that can get complicated and time consuming. Also, there are usually only a few key decision makers at any organization. The key point to understand is that it is easier to get in the door if you have two or three people you can go after as opposed to only one.

Do research on the people and the company you’re targeting. Use Google searches, social media, people you know who know the people and company you’re targeting, and other resources to find out as much as you can about the people you want to meet and their company. Find out what clubs, groups, and organizations the people are involved in, what their interests are, and where they like to hang out. Also find out something about their professional career, where they grew up and have lived in the past, and where they went to school. Next, gather information on the company. Learn their history along with statistics and demographics. What groups and organizations are they involved in or tied to? Also, what are their strengths and weaknesses and biggest issues? What have been major events or turning points in the company? What challenges are they facing that could give you a foot in the door?

Develop a plan to meet key people. Use the information you’ve gathered to find areas of commonality and subjects that you can use to open a conversation. Obviously if you went to the same school, or share some hobbies or interests, those are great ice breakers. In addition, you want to find a family member, friend, co-worker, or acquaintance that knows the key people and can introduce you to them. The average person knows 250 people and it truly is a small world. Someone you know knows your target people well, it’s just a matter of finding that person. Now that you know what groups and organizations they belong to, where they go to lunch, play golf, or otherwise hang out, you can frequent those locations, go to events, attend meetings, and join the same organizations.

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One great way to get noticed is to either do business with the company you’re trying to get into or get other people to do business with them. If you do, of course make sure they know about it. Being a customer and sending them business can be a big foot in the door. Another idea is to send congratulatory notes on positive news items about them and/or their company. In addition, you can pass along gifts, cards, books related to their areas of interest, and other items you send to your current customers. How can you show them value before they use you? Are there any reports you can create, work you can do, or items you can give them that will highlight what you can do for them? What company developments or challenges can you address head-on that you and your company can solve? How can you be of major benefit to them and their business? You can also try the following creative ideas: • Start using some of the same vendors the target company uses such as website developers, plumbers, electricians, printers, etc., and ask for an “in” to the Target Company and people. • Set up or sponsor an event and invite them. • Volunteer at some of the events or for some of the same organizations they are involved with. • Send them cookies, candy, or fruit. Send a plastic skeleton with your card: “This is me waiting for you to call me back” (not to be used with Analytics), helium balloons with a note (make sure the ceilings aren’t too high), and cell phones with a note and your number programmed in. • Advertise directly to them in industry publications or the local press. • Send tickets to sporting events or gift cards to restaurants. Okay, you may have to ask me about some of these, but the bottom line is: you can get pretty creative at getting people’s attention and getting in the door. If you have a solid plan and put in the time, effort, and energy, you will get in. Next month, how to land that big account. For John’s free newsletter, questions, or if you would like John Chapin to speak at your next event, go to: www.completeselling.com

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

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Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

rpsins.com Page 21

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Are Your Clients Making Costly Insurance Mistakes? Trusted Choice® encourages insurance makeovers in the new year. By Margarita Tapia, Big “I” director of public affairs Sue Nester, Big “I” broadcast media director.

A new national survey reveals consumers have an alarming lack of knowledge about their own insurance coverage. As 2014 gets off and running, encourage your insureds to get their insurance coverage in order. An independent survey conducted for Trusted Choice and the Big “I” found that 38% of respondents said they have never conducted their own research prior to purchasing an insurance policy. Almost 40% of respondents said they were not confident or only somewhat confident that they have adequate and appropriate insurance coverage for their needs. The new survey also found that more than more than 30% of policyholders have not met with or even talked to their insurance agent within the last year. This broad lack of understanding can lead to serious and expensive insurance coverage mistakes. The most common errors include: Not knowing their limits. Too many customers don’t know the limits of their insurance coverage and don’t understand how inexpensive it can be to increase them. This is especially true regarding liability coverage. And not enough consumers have separate umbrella liability policies. In fact, the new survey says only 29% of respondents considered coverage limits, or the amount of coverage, the most important criteria when selecting an insurance policy. Disregarding discounts. A previous study by Trusted Choice and the Big “I” showed that many consumers don’t take advantage of all available discounts. Over the last five years, many companies have begun offering significant new discounts that haven’t even occurred to your clients. Check with your insureds to see if they qualify. Forgetting you can’t take it with you. Many people put their homes in trusts as part of their estate planning, but fail to tell their agent that the trust owns the home. In those cases, the home is no longer insured since the owner is not on the policy. This can create major problems at the time of a claim.

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In order to avoid a larger estate tax bite, people sometimes fail to list valuables or collectibles as part of their estate. But these items require special coverage beyond a standard homeowners policy, or they won’t be insured. If a loss occurs on these items, heirs won’t be compensated. Making certain that everything is properly documented and insured is crucial to guaranteeing the execution of your insureds’ final wishes. Not assessing their biggest asset. Too often, people do not properly protect their biggest asset—their home. And that leaves them vulnerable to devastating losses—particularly true regarding a change of occupancy. Since selling, renting or leaving a home for an extended period directly changes the terms and conditions of coverage, a company can deny a claim because the client is no longer in control of what happens to the home. Check with your homeowner insureds about the time limit on vacancy or change of occupancy—before it alters or cancels the terms of the policy. Failing to secure specialty coverage could also cost homeowners dearly. Whether that means insurance for sewer and drain backup, flood, earthquake or ordinance/law, or simply adjusting coverage in light of property improvements, lack of coverage could have detrimental consequences in the event of a disaster. Make sure you’re aware of any and all changes regarding your clients’ homes, no matter how minor they seem. Taking the cheapest route. The survey found that 25% of respondents thought price was the most important criteria when selecting an insurance policy. And alarmingly, 61% of survey respondents said they were only somewhat familiar or not familiar with the details of their insurance policies, meaning they don’t properly understand what coverage they might be missing with a cheaper policy. International Communications Research, an independent research company in Media, Pa., conducted the survey for Trusted Choice via telephone interviews of a nationally representative sample of 930 U.S. households in November 2013.

Independent Insurance Agents of New Mexico - www.iianm.org - * February 2014

Representing some of the most financially strong and innovative insurance companies in the specialty marketplace

“FINDING MARKETS FOR THE AGENTS OF NEW MEXICO SINCE 1977” WE THANK YOU FOR YOUR BUSINESS!!

Top-Tier Markets For:

Commercial / Public Auto General Liability Property / Vacants Garage / Dealers Liquor Liability Special Events Inland Marine Directors & Officers Liability Professional Liability / E&O Commercial Umbrella Watercraft / Motorcycles / ATVs Personal Umbrellas Homeowners Mobile Homes Dwelling Fire / Vacants New Mexico’s Locally Owned Managing General Agency

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Clickable Calendar

February 2014 Click on class title to register

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday 1

5 P&C Pre-Licensing Exam Review

L&H Pre-Licensing Exam Review

MockTrial Workshop

e Officosed Cl

IIANM’s Job Bank Attention hiring managers, students or insurance professionals. View available job listings and descriptions or post your resume for prospective employers. We will be encouraging university’s to use this resource for job placement and will need agencies and companies to be actively posting job opportunities as they become available. Click here to take advantage of IIANM’s Job Bank.

ODDS andends Library Lovers’ Month. Recognize the value of libraries and work to assure that libraries everywhere will survive and thrive. Libraries across the country celebrate with book sales, speakers, contests, and other special events.

Love is not enough. It must be the foundation, the cornerstone - but not the complete structure. It is much too pliable, too yielding. ~Bette Davis

Valentine’s Day: It’s for the birds Saint Valentine, whose day we celebrate on Feb. 14, was a martyr. Although his story is well known, some say the real reason we associate him with the spirit of love comes from above. Specifically, birds. Medieval Christians observed that many birds mated at the time of the Saint Valentine’s feast. From that rose a belief that all birds chose their mates on Feb. 14. From that belief, many people assumed a connection to human beings, believing that everyone should choose a mate on that day—or at least celebrate the rituals associated with mating. The belief about birds mating on Feb. 14 has some basis in reality because many species of birds do begin to mate by this date. The birds’ behavior has little to do with romance, though, and everything to do with biology. But that may be at the heart of our behavior on Valentine’s Day, too.

Economy hits teen drivers Facebook friends aren’t always BFFs You love all your friends on Facebook, right? Like them? Or do you just tolerate them? As reported on the Tech2 website, a survey of more than 2,800 adults over the age of 18 found that 34 percent admitted to ignoring at least some of their Facebook friends in real life. Why are they still friends? The main reasons: a desire to stay connected in case they need to contact the person; because they’re related; or they just want to be able to see their photos online. Also: They fear negative repercussions for unfriending someone. Before they were famous - celebrity commercials

Teenagers can get their driver’s license at age 16, but fewer of them are doing it these days. The reason? Possibly because they can’t afford to. The Centers for Disease Control and Prevention found that the number of high school seniors with a license dropped from 85 percent in 1996 to 73 percent in 2010. Similarly, the Highway Loss Data Institute, studying insurance records, found that the number of drivers ages 14-19 declined 12 percent from 2006 to 2012. Although population shifts and changes in state licensing ages played a role in the decline as well, the HLDI estimates that 79 percent of the drop was a result of teenage unemployment.

Ease your fears: Take a nap Naps are good for your health. They can also help you overcome some of your fears, under the right circumstances. Researchers at Northwestern University’s Feinberg School of Medicine in Chicago performed an experiment with 15 volunteers: They exposed subjects to a picture of a face along with a distinctive odor, and administered a small electric shock at the same time. In about half an hour, the participants learned to associate both the face and the scent with the fear of the oncoming shock. Then participants took a nap in the lab, where the scientists released the odor as they slept. Afterward, the subjects reported feeling less fear when exposed to the image and the aroma. The researchers hope to use this kind of aromatherapy as a possible treatment for phobias.

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