The Maine Viewpoint by maineagents

MAINE

VIEWPOINT 2022

Maine Insurance Agents Association

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PRESIDENT'S MESSAGE OUR STORY MIAA EXECUTIVE COMMITTEE MIAA BOARD OF DIRECTORS INSURPAC CONTRIBUTORS ARTICLE: A TIME FOR RENEWAL NEWS & INFORMATION AGENCY MARKETING FEDERAL & STATE ADVOCACY MANAGEMENT & STAFF RESOURCES PRODUCTS & SERVICES ADDITONAL RESOURCES INSURANCE PRODUCTS MARKET ACCESS EDUCATION ARTICLE: LESS IS MORE ADVERTISERS INDEX

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PRESIDENT'S MESSAGE Our primary focus for this issue is to highlight our insurance products for agents, agencies and their clients. Our goal is to provide agents with the tools necessary to run successful agencies and to better serve their customers. Thank you to our company partners for their continued support of the independent agency system. We encourage you to consider our partners first when making decisions that impact your agency. A list is included in this directory, as well as on our website. Please take the time to thank them for all they do for YOUR association! We also want to say thank you to our volunteer board of directors who give so much of themselves for the betterment of our industry! We appreciate your support! Sincerely, Lisa Lisa L. Veregge, CAE President

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The MIAA is a not-for-profit trade association representing independent insurance agencies across the State of Maine. Membership in the MIAA results in the assurance of the highest level of representation and support services available in the industry. Our efforts are directed towards the effective delivery of valuable products and services to our members so as to insure, enhance and enable them to better serve their clients. The MIAA is a member of the Independent Insurance Agents and Brokers of America (IIABA) and the National Association of Professional Insurance Agents (PIA). The IIABA was founded in 1899 and is a voluntary association of independent state associations. The IIABA or Big “I” as it is known is the largest producer association in the country, representing approximately 280,000 independent insurance agents and their employees in 28,000 agencies across the nation. The National Association of Professional Insurance Agents (PIA) represents independent insurance agents in all 50 states, Puerto Rico and the District of Columbia. They operate cutting-edge agencies and treat their customers like neighbors, providing personal support and service.

Together, the IIABA, PIA and MIAA provide the most comprehensive package of high-quality, professional products and services available in the industry today. These services include, but are not limited to the following: Agency Management Education Insurance/Financial Plans Legislative Industry Relations Marketing Tools Public Relations Product Discounts Publications Seminars & Conventions Technology Collectively, we feel that these programs are an invaluable, and virtually indispensable aid to the independent insurance agency. The long-range goals and policies of the MIAA are established by our Executive Committee. The decision-making process includes the active involvement of our Board of Directors, which consists of 15 agents from all areas of the state.

Our mission is to represent, support and promote independent insurance agents.

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EXECUTIVE COMMITTEE CHAIRMAN Jeff Shaw, CIC Clark Insurance PO Box 3543 Portland, ME 04104 207-774-6257 jshaw@clarkinsurance.com PAST CHAIRWOMAN Laurie Billings Sevigney-Lyons Insurance Agency 1662 Post Road Wells, ME 04090 207-641-2254 Laurie@sevigney-lyons.com VICE CHAIRWOMAN Sarah Fisher Sanford Insurance Agency 50 Market St., Suite 1A, Box 141 South Portland, ME 04106 207-490-5330 sfisther@sanfordins.com IIABA NATIONAL DIRECTOR Ken White F A Peabody 36 Main Road North Hampden, ME 04444 207-990-2400 Ken.White@FAPeabody.com PIA NATIONAL DIRECTOR Danielle Marquis, CPCU HB Insurance PO Box 369 Oakland, ME 04963 207-465-2531 Danielle@insureWITHHB.com

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BOARD MEMBERS Mark Bailey, AAI Readfield Insurance Agency PO BOX 660 Manchester, ME 04351 207-620-7276 Mbailey@readfieldinsurance.com

Ron Guerin, CIC Varney Agency | Ins & Bonding 383 US Route 1, Suite 1E, Box 5 Scarborough, ME 04074 207-883-8229 rguerin@varneyagency.com

John Bilodeau, CPCU, CIC Bilodeau Insurance Agency 92 Pleasant Street Brunswick, ME 04011 207-721-8347

Patrick Maguire, CIC Brown, Holmes & Milliken Agency PO BOX 707 Ellsworth, ME 04605 207-667-5578

john@bilodeauins.com

Patrickm@bhm-ins.com

Peter Clavette, CIC United Insurance PO BOX 159 Madawaska, ME 04756 207-728-6366

Laurie Noel Cross Insurance 745 Roosevelt Trail Windham, ME 04062 207- 892-7996

PeterClavette@unitedinsurance.net

Lnoel@crossagency.com

Harold Clark, Jr. Clark Agency 6 Elm Street Calais, ME 04619 207-454-8800

Ashley Rosborough, CIC J T Rosborough, Inc PO Box 548 Ellsworth, ME 04605 207-667-7101

clarkinsurance@myfairpoint.net

ashley@jtr-inc.com

Staff

Lisa Veregge, CAE President & CEO

Lynda Holt, ACSR Benefits Coordinator & RLI Administrator

Gayle McPherson Insurance & Financial Administrator

Shannon Gorman, AAI Director of Education & Conferences

Dan Bernier Lobbyist

InsurPac is the Political Action Committee of the Independent Insurance Agents & Brokers of America (the Big "I"). It works hand in hand with your federal lobbying team to help elect and reelect members of Congress who are supportive the independent agency system.

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R E N E W A L Agents must be proactive about prescribing coverage in the virtual world Author Donna Asta

Many of us have transitioned to working from home in response to COVID-19 protocols and are reliant on technology now more than ever. Nevertheless, productive, proactive and profitable teleworking can be accomplished by keeping a number of things in mind. Now is the time to take a closer look at whether your agency has appropriate cyber insurance. While most offices connect through a VPN and use encryption technology, not everyone has that available at home. Remind your employees and customers to utilize proper security measures when conducting business from home. Also, do you, your employees and clients have insurance that covers business-related activities at home? Review your agency’s coverage and confirm the extent of coverage for employees working from home. This is also an excellent time to generate more premium by recommending business insurance policies and business interruption coverage to clients, particularly for business owners and independent contractors working from home. When meeting with your clients via video conference, use that time as an opportunity to offer appropriate types of coverage and consider whether your clients’ needs have changed. A recent Arkansas claim involved a client who was running an uninsured daycare out of her home. Although the broker did not have any knowledge of the business, they should

have created a checklist of possible exposures to ask their clients about. Making a list of clients to contact each day and fine-tuning a checklist of important questions will help keep you informed and prepared. A checklist helps with identifying insurance needs, but also in assessing a particular risk, as you may have less information available to obtain coverage for your client. For example, a claim arose in New York involving a large commercial bakery that had installed a new assembly line. The agent was unaware of the new equipment because he did not visit the bakery in person as he normally does every year at renewal time. When the new assembly line broke down, the client sustained an uninsured business interruption loss. Had the agent prepared for his virtual meeting with a checklist of questions, it’s possible the loss would have been covered. As COVID-19 continues to affect every business, some have changed the nature of their business altogether. Think about the distilleries that are now making hand sanitizer. Who would have thought that would happen a year ago? Review your clients’ websites for additional insight. For example, a recent claim in Wisconsin involved a landscaping company that also started removing snow. While the change in their 21

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business was on the client’s website, it was not disclosed to the broker. Accessing state records may help determine ownership and the names of officers and directors. Do your clients have state reporting requirements? Look it up. We saw a claim in Indiana involving different trucking mileages reported to the state from that reported to the insurer. One of the claims against the insured broker was that it should have confirmed the numbers with the state’s reports. Reviewing your customers’ tax returns might also provide additional insight on the coverage limits your clients require. Working from home should not be daunting. While it may not be ideal for some, it can be effectively managed with technology and some thoughtful workarounds. Donna Asta is vice president and claims expert at Swiss Re Corporate Solutions and works out of the office in Chicago. Insurance products

underwritten by Westport Insurance Corporation, Kansas City, Missouri, a member of Swiss Re Corporate Solutions. This article is intended to be used for general informational purposes only and is not to be relied upon or used for any particular purpose. Swiss Re shall not be held responsible in any way for, and specifically disclaims any liability arising out of or in any way connected to, reliance on or use of any of the information contained or referenced in this article. The information contained or referenced in this article is not intended to constitute and should not be considered legal, accounting or professional advice, nor shall it serve as a substitute for the recipient obtaining such advice. The views expressed in this article do not necessarily represent the views of the Swiss Re Group (“Swiss Re”) and/or its subsidiaries and/or management and/or shareholders.

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Independent Agent (IA) Magazine

Agents Council for Technology (ACT) News

The IA Magazine is the award-winning magazine published monthly for Big 'I' members only. The content, available in print and online, gives you up-to-date articles on relevant & Timely Topics. Free to members.

ACT News provides you with information on the current trends in technology for insurance agents. It also features technology tools and resources available to members. Free to members.

Insurance News & Views Newsletter

IIABA’s bi-monthly newsletter filled with articles on issues that affect the entire independent agency system. Free to members.

"E&O Happens" Website

Dive into a wealth of risk management resources available to Swiss Re Corporate Solutions policyholders. Access claims prevention tools and resources along with current news and information.. Free to Westport Insureds.

Virtual University Ask & Expert

The Big 'I' Virtual University is the smarter way to build your knowledge base through online education and research and more that 18,000 pages to find answers to tough questions. Free to members.

Utica Online Resources

Provider access to tools and information that can help minimize the change of an E&O Incident.

“VU Point” Newsletter

Each issue of this bi-weekly email newsletter includes articles on personal lines, commercial lines, agency management, sales and marketing, customer service, and technology and the Internet. Free to members.

“Two for Tuesday” Newsletter

Weekly email newsletters for Big “I” Markets (BIM) users. Full of insightful/reader-friendly content regarding product information and user testimonials, Two for Tuesday is the number one resource for BIM users to stay abreast of the latest products, services and ideas for application. Free to members.

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Trusted Choice and trustedchoice.com

Whether you are looking for qualified leads or need help marketing your agency, Trusted Choice has tools and resources available to you, many free of charge.

Trusted Choice Agents Resources

TrustedChoice.com

Members automatically get access to these materials that will benefit your business and in turn your bottom line.

TrustedChoice.com leverages the power of the internet to connect with consumers to help your agency grow. Members receive the basic subscription free but think about upgrading to the Advantage Profile. Think of Advantage as your agency’s second digital door. The platform creates thousands of connections a month, giving you more opportunities to get in front of local insurance buyers you didn’t even know were looking.

Customized Advertisements Let us customize a campaign ad in a format of your choice, from radio, TV and various print materials. Trusted Choice marketing materials are designed with your agency in mind, and our in-house designer will customize these materials for you for free. Content to Share Access our database of pre-made consumer marketing materials including articles, images for social media or infographics to share with potential and current clients. Training Modules available to help improve your agency. Advertising 101– A nine part series designed to help you understand, design and execute a successful advertising campaign. The Power of 30 Seconds - Designed to help you maximize the experience of customers calling your agency on the phone. Leveraging Your Membership Webinar Learn how to differentiate your agency from the competition.

Real-time, one-to-one referrals. Connect with real buyers, not stale leads with the only digital solution that delivers real-time, one-toone referrals to you. Unlike lead lists, real people with real insurance needs connect directly with a local agent at the right digital moment. Referrals based on appetite. Writing the right business is easy with our Appetite Engine which filters digital referrals based on the types of business your agency wants to write, down to the six-digit NAICS code. The added bonus? It helps new producers learn the business while writing the business.

Digital Reviews Digital Reviews provide a one-on-one consultation and detailed report on how you can improve your agency website and social media outlets. Branding Reimbursement Trusted Choice will reimburse a portion of expenses incurred by Trusted Choice agencies in cobranding advertising and marketing materials.

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Federal Advocacy

State Advocacy

Through aggressive lobbying efforts, IIABA protects your interests in Washington, DC. The Big 'I' Advocacy teams fights to prevent legislation that will hurt your business and it nationally known for their effeectiveness.

MIAA and its members advocate at both the state level on policies and regulations that impact the independent agency system. MIAA oversees monitoring and lobbying at the Maine Legislature.

Regulatory Issues

Big 'I' Legislative Conference

With the establishment of the Legal Defense and Advocacy Fund and longstanding relationships, IIABAZ and IIABA present powerful support for the interests of its members in the courts and at the Arizona Department of Insurance and other state regulatory authorities.

The Big 'I' Legislative conference puts agents up front and person with our representatives., through agency visits and guest speakers at the conference. This is an event that you have to see to believe and is worthwhile to participate in to see how the process works.

Grassroots Network & Action

Political Action Committees

With the ability to disseminate information quickly, agents are kept apprised of the latest legislation impacting them and can then take this information and effectively and efficiently communicate their support, opposition, and comments to their elected officials.

Both the state (MIAPAC) and federal PACs (InsurPac & PIAPac) mean action and activity. The funds are used to support those State and Federal Legislators, who view those issues important to the independent agent in the same way as we do.

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CareerPlug

Best Practices

Finding and hiring the right staff to maintain and grow your business in an important key to your success, and likely your biggest challenge. MIAA is now partnered with CareerPlug, our recruiting software of choice to support al MIAA members in hiring. CareerPlug provides an easy-to-use system that automates many of the tedious, manual steps of the hiring process.

Lean on research from the industry's top performing agencies for strategies to improve the quality and capabilities of your employees so they can do the best job for your clients. See where your agency stacks-up and tap into our studies, education and resources to set the course for success.

Every MIAA member receives a free CareerPlug account that comes with a branded careers page, pre-built job templates, and a configured hiring process. CareerPlug's built-in evaluation tools help you confidently identify, interview, evaluate and hire the right person. If you have urgent hiring needs, we highly recommend that you upgrade the free account to paid Pro subscription at an exclusive partnership rate of of $495/year (that's only $41 per month) for unlimited job postings to top job boards (Indeed, ZipRecruiter, GoogleJobs, Facebook Jobs, etc.), paperless onboarding, and use of personality assessments.

For information, contact Lisa Veregge at lisa@maineagents.net.

Big 'I' Hires

A one-stop resource for independent insurance agencies to identify, hire and assess top-performing producers and CSRs with the added benefit of Human Resources for agencies. Big I Hires offers:

A one-stop resource for independent insurance agencies to identify, hire and assess topperforming producers and CSRs with the added benefit of Human Resources for agencies.

First conducted in 1993 and updated annually to reflect new challenges and pressures facing the industry, the Best Practices survey conducted by the Big "I" and Reagan Consulting analyzes the performance of the nation's leading agencies to uncover the methods, procedures, techniques, strategies, and business practices they use to achieve superior results.

The Best Practices Study also establishes benchmarks against which agency performance can be measured and offers guidelines on how to use the study as a tool to help improve operations and maximize potential. The tools are a great resource for agency managers or principals who are interested in reviewing their operations to enhance agency performance and profitability. The heart of Best Practices is the annual report and other tools and resources are available under the umbrella all working towards the goal of an efficient and more profitable agency.

Diversity & Inclusion

Discover the opportunities and benefits of embracing diversity. When you utilize our research, education and resources you will create an organizational culture that will better serve diverse markets. The mission is to engage and develop a sustainable diverse agency network.

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ACORD Forms at No Charge

Caliper Testing

Big "I" Members under $50 million in revenues receive ACORD Forms subscriptions automatically with their IIABA Membership. Effective 1/1/2020 ACORD is requiring subscriptions to access their forms and they will no longer be offered with Agency Management systems.

Big "I" Members receive exclusive discounted pricing on the premier personality testing product in the industry. Members get $98 off the Caliper Essentials Reportand 10% off other products.

The Mines Press

Sales Assessment Testing

Order Big "I" and Trusted Choice logo t-shirts, baseball caps, calendars, business cards, and stationery from The Mines Press, and you'll know that your promotional gifts and correspondence will deliver the message of quality, as well as care.

How many times have you hired agents whom you're sure have tons of potential for selling, but once hired, they seem to fizzle out, or consistently sell fewer policies than you need? Let Sales Call Reluctance Testing help! Big "I" Members are eligible for a 10% discount on each Sales Call Reluctance Test you purchase.

AVYST

Affinity HR

AVYST is a fast and easy solution that will allow you to quickly prepare submissions. Each form has intelligence that allows information to be keyed once and shared across all other applications and forms for that client! Type it once and you're done. eForms Wizard expedites the completion of hundreds of included ACORD forms for the commercial lines, personal and high-value clients, professional lines, agriculture, bonds, proof of insurance and more! Agents are able to build, share and edit forms across their team and send forms as a secure PDF to multiple underwriters when ready. This easy-to-use solution will allow your agency staff to prepare submissions quickly and easily, eliminate redundant entry and collaborate with others to compelte applications.

Every organization, regardless of size or number of employees, should have basic human resource policies and procedures in place to both ensure legal compliance and serve as a resource for employees and their supervisors. Big I Hires has partnered with Affinity HR Group to provide Big "I" members with a full array of HR support tools that are customized to meet the unique needs of your agency. Big "I" Members are eligible for discounts on Affinity HR Group products and services.

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Rough Notes Advantage Plus

DocuSign

RoughNotes Advantage Plus is an online sales and service resource designed to help your agency better serve your customers. Using this tool will lead to increased sales by improving your staffs knowledge of a prospects operation enabling them to better identify and cover customer exposures. Use the Big "I" member promo code "IIABA" to receive a $200 discount!

Big "I" members may now receive exclusive discounted pricing from the industry's #1 esignature solution, DocuSign. DocuSign is used to accelerate transaction times to increase speed to results, reduce costs, improve customer service and reduce E&O exposure.

Bankdirect Premium Financing

InsurBanc

Bankdirect is one of the largest commercial premium finance companies in the United States. Consider Bankdirect for your commercial insureds! A dedicated, experienced support team which will be assigned to your agency. With Bankdirect, you can enroll in their Cancellation Prevention Program which offers courteous phone and email contact directly with the insured.

InsurBanc is an independent community bank that was founded by agents exclusively for agents. Organized in 2001 by the Big “I" specifically to serve independent insurance agents, InsurBanc has developed a distinctive culture helps you optimize growth opportunities and manage your agency efficiently. InsurBanc can help you with custom products designed to underwrite your success.

Need to save time? Bankdirect offers technology integration with most AMS and Applied products.

Agency Financing Perpetuation Acquisition Working Capital

Agencies also have the ability to finance their Agency's E&O premium. Competitive rates and terms can be tailored to your agency!

Producer Development Debt Refinancing Owner-Occupied Real Estate Equipment Leasing

WAHVE

A staffing solution for insurance firms. WAHVE delivers 'pretiring' talent to fill most insurance positions and at a cost savings.

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Agents Council on Technology (ACT)

When you're looking for technology solutions for your agency, turn to Big I‘s Agents Council for Technology. The industry's leading technology experts provide blueprints on disaster planning, cybersecurity, customer experience, and other emerging trends to help your agency. Look to ACT when you are looking for best practices or if you want to influence the industry's technology direction, join an ACT meeting or virtual work group.

Cyber Resources

Handling sensitive information is now one of the most critical responsibilities faced by the modern insurance agency. IIABA Members have access to a multitude of resources to protect their agencies and help them navigate Cyber that is constantly changing with technology advancements and regulation. You can access: How Best Practice Agencies Handle Tech Webinar: Cyber Guide for Agencies Cybersecurity Made Simple Webinar Cyber News and Updates How to Protect Your Agency Data Guide Cyber Coverage for Your Agency and Clients Cyber Hygiene Toolkit

Legal Resources

IIABA’s Legal Council reviews agency company contracts to ensure that they are fair and equitable to both parties. Reviews contain recommendations for improvements to the contract language if applicable. Members have access to an online library of reviewed agreements at www.iiaba.net.

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Errors & Omissions Coverage

Westport

Utica

The Westport program is adopted countrywide by IIABA. The Big “I” professional liability program offers a comprehensive program, for insurance agents, structured using a modular approach, providing solid core coverage as well as coverage units to insure against other exposures of concerns. Rating is done by the gross premium volume with credit applied for expertise and loss control attendance.

Since 1966, Utica has been a leader in providing quality protection for agencies in the US. Their long term relationship with state associations brings additional talent and expertise to the task of protecting you and your business. Rating is done by the number of employees with credits applied for expertise and loss control attendance.

Employment Practices Liability Coverage

As an employer you need protection. UTICA and Westport can provide that protection for your agency through an Employment Practices Liability Policy. For Agencies that meet the criteria, it could be as easy as an additional endorsement to your current policy. (10 or less employees)

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Big 'I' Employee Benefits

PIA Trust

The Big “I” Employee Benefits program provides full service group benefits for our member agents. The program is underwritten by The Guardian Life Insurance Company of America, a multi-line insurance group with many years of experience in the business and administered by a dedicated service team just for Big “I” Members. Offering Group Life, Group Short & Long Term Disability, Group Dental and Group Vision. Guaranteed issue with certain requirements being met.

One of the many advantages of being a member is having access to a variety of highquality, competitively priced insurance plans offered through the PIA Services Group Insurance Fund (The PIA Trust). By offering products unlike those available in the open market at rates not available on the open market, the Fund gives you the opportunity to provide yourself, your employees and families with the insurance coverage they deserve.

Big 'I' Retirement

Big "I" Retirement Services is here to help you choose a plan best meets your needs. The Big 'I' has worked with more than 1,000 agencies to help them achieve their retirement goals. With over 25 years in the retirement business, the Big "I" serves as a strong advocate for participating agencies. Whether it concerns a complicated transition from another provider, or perhaps a sale of the agency, the Big 'I' knows your business, understands your market, and can grasp your needs.

The products offered through the Trust are basic term life, voluntary life, dependent term life, business overhead expense coverage, short & long term disability, accidental death & dismemberment & hospital indemnity.

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PIA Market Access

PIA Market Access, brought to you in partnership with InsureZone, Inc., based in Fort Worth, Texas, is a wholesale market access program that will help PIA members access over 50 nationwide and specialty personal and commercial lines markets from a number of admitted “A” or better-rated companies. Agents submitting applications through the platform can receive quotes from many of these companies through a technologically advanced personal and commercial lines rater.

PIA Flood Market PIA members earn great commissions on flood insurance sales with The Hartford a flood insurance processing center that does most of the heavy lifting for them. MIAA Staff Member Gayle McPherson is ready and willing to help you with your Market Access questions. You can contact her at Gayle@maineagents.net

Big 'I' Markets

BIM offers a suite of top tier products for you! Only for Big 'I' members, this program has no fees, no minimums and ownership of expirations. Visit www.bigimarkets.com

Anderson & Murrison Excess Liability Market The A & M personal umbrella is a stand-alone policy admitted with A+ rated by A.M. Best Company. It does not require that underlying policies to be underwritten by A & M. This personal umbrella provides up to $10M limit of umbrella liability coverage over the insured’s underlying policies. This Personal Umbrella policy can be written to cover up to 6 unit apartment buildings, vacant land and farm land with primary liability coverage on a personal form.

Big 'I' Flood Market Big “I” Flood’s partner Selective offers a unique and unparalleled approach to servicing flood customers nationwide. Having been rated A (Excellent) by A.M. Best since 1930, and the endorsed flood carrier by IIABA, Selective provides the experience, dedication and service required to stand up against the competition.

Eagle Agency Eagle Agency provides Big “I” members with direct access to preferred personal lines and/or commercial lines with minimal volume commitment. The program strives to fit the member’s personal lines needs by incubating until the member qualifies for a direct appointment. Eagle Agents: Maintain Ownership of Business Get direct access into the carrier’s portal Earn graduated commissions based on volume May get carrier appointment based on volume and profitability MIAA Staff Member Lynda Holt is ready and willing to help you with your RLI questions. You can contact her at Lynda@maineagents.net

RLI Home Business Market

RLI Personal Umbrella Market

RLI's Home Business Policy provides affordable coverage for those people who operate small home-based businesses. It is specifically targeted for over 100 retail and services risks operated from the insured's residence and presenting minimal product liability, professional liability and/or off-premises exposures.

The stand-alone RLI Personal Umbrella Liability policy helps protect an insured against financial ruin if they are sued, even paying for defense costs. Because it’ a standalone policy, underlying policies can be with another carrier or even multiple carriers.

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Support MIAA by participating in our outstanding educational offerings. We know there are many providers in the marketplace but we are asking for your business! Support us (buy local!) so we can continue to bring quality choices to meet your education needs.

MIAA is an EXCELLENCE in EDUCATION National Award Winner 10 years in a row.

MIAA Staff Member Shannon Gorman is ready and willing to help you with your Education questions. You can contact her at shannon@maineagents.net

EDUCATION DELIVERY OPTIONS

We offer training in several delivery options to meet your needs.

Online Live MIAA has partnered with top notch vendors and instructors to bring LIVE webinars approved for CE to your office/home. You can earn CE with no travel expenses and in the safety of your office or home. We are continually filing NEW live webinars and have all the topics you need to meet the State Producer requirements. We also offer E&O live webinars and Ethics courses each month of the year. Join so many of your peers and check out the offerings on our education calendar. When you take MIAA courses Shannon will typically file your CE within 24 hours of the course with the State of Maine Insurance Bureau.

On Demand MIAA Offers many courses and bundles that will meet your Maine Producer requirement CE needs. Please purchase these through our website to receive an additional discount.

In House Training The in-house education program is a convenient, cost effective way for your agency to custom design the continuing education program that is geared for your employees and their specific needs. In-house classes give you and your employees the benefit of completing courses on YOUR terms! Virtual Training is Available.

MIAA EDUCATION CALENDAR Find the courses you need by using the MIAA online Education Calendar.

ACCESS THE MIAA ONLINE EDUCATION CALENDAR.

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GETTING YOUR STAFF LICENSED Getting your staff licensed is incredibly important for every agency and MIAA has you covered! We have a host of options designed to get your staff licensed.

PROPERTY/CASUALTY PRE-LICENSING REVIEW CLASSES MIAA offers an intensive three-day course to help you better prepare for the Property/Casualty Licensing exam. Students are provided the materials in advanced to read and study before attending the class. Two days are spent reviewing the class concepts (based on the Pearson Vue outline) and one full day is spent on the Maine law portion of the material. The class is interactive and fun! The study guide includes an online practice exam. 2022 Property Casualty Pre-Licensing review classes will be held via ZOOM: January 25-27, 2022 April 12-14, 2022 July 12-14, 2022 October 18-20, 2022

PURCHASE PRELICENSING WEBINARS

PURCHASE SELF STUDY MATERIALS

PURCHASE PRACTICE EXAMS

PRE-LICENSING REVIEW SELF STUDY (P&C AND L&H) Prefer to do Self-Study? Property/Casualty & Life/Health Licensing Books are available to order from the MIAA website. The MIAA study guide includes the Maine Laws and online practice exam.

PRE-LICENSING PRACTICE EXAMS (P&C AND L&H) MIAA also offers Practice Exams for P&C and L&H. Purchase and obtain an online voucher code to access a Practice Exam for 60 days. Practice exams help to reinforce similar questions that will be on the Maine State exam. It’s an additional tool to add to your study prep work.

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PERSONAL & COMMERCIAL LINES SCHOOLS PERSONAL LINES ANALYSIS SCHOOLS This two-day class takes a deeper look at the coverage parts of necessary personal lines insurance forms. The course starts with the 2011 edition of the homeowners' form and works its way through personal lines floaters, dwelling fire forms, the personal auto, flood, personal umbrella, and even some of those miscellaneous coverage forms such as recreational vehicles, special events, and more. The class will use real-life questions from insureds and actual claim scenarios to engage attendees in discussion and learning. Course Dates: All courses being presented virtually until further notice

February 15-16, 2022 Register Here

Continuing Education Personal Lines Analysis Schools are approved for 12 ME CE Credits. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

September 21-22, 2022 Register Here

Presented by Dawn Halkyard, CPCU

COMMERCIAL LINES ANALYSIS SCHOOLS This three-day class is designed to cover a wide array of businesses; from a small office, a one-person contractor, to a large trucking fleet or national manufacturer. This course will break down the standard ISO forms most businesses need, from property, general liability, workers' compensation, auto, and more. In addition to reviewing coverages found, or not found, in the forms, the class will highlight some of the common areas for agent E&O and spend some time on service basics including the use of surveys and checklists, and certificates of insurance. Course Dates:

Continuing Education Personal Lines Analysis Schools are approved for 18 ME CE Credits. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

All courses being presented virtually until further notice

May 18-20, 2022 Register Here Presented Dawn Halkyard, CPCU

GENERAL CONTINUING EDUCATION COURSES MIAA Will be offering a wide range of general coverage topics approved for Maine CE. We are continuing with LIVE courses offered via Zoom in partnership with our preferred Vendors

Continuing Education General Seminars are approved for ME CE Credit. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

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E&O RISK MANAGEMENT COURSES The MIAA brings to you a variety of E&O courses for CEC and for policy credits for both Utica and Westport. We offer a variety of new 3-hour live webinar courses through our online partners. These are approved by Westport and Utica for loss control credits for your E&O policy. If you have questions, please contact Gayle McPherson at gayle@maineagents.net.

ABEN LIVE ONLINE AND ON DEMAND E&O COURSES With these webcasts, you can watch any course, from anywhere and participate fully, all without taking a test! you'll be able to see the presentation via live streaming video, following along with the presentor's Powerpoint, submit questions, take notes and get full access to written materials. You also have access to the course for up to 40 days after the presentation. The live webcast will stream professional instructors right into your office, along with related course material and the ability to ask questions and interact with other students as well as the instructor. New to ABEN? We are so sure that you will love our webcasts that MIAA will give you 40% off your first purchase. Use code 1stABEN at checkout to receive your discount.

SKILLS TRAINING BY JOB ROLE Looking for industry training for new employee, sales or leadership skills training. My Agency Campus is the perfect solution! The MIAA has partnered with New Level Partners to bring online training to new hires in the insurance industry.

My Agency Campus training is on-demand, interactive and cost-effective! Select a specific curriculum package based on individual needs. Exercises and quizzes provide an interactive learning experience. Individuals have four months to complete a selected curriculum. Options include: Business Skills Training Leadership Training Sales Training New Hire Training Job Role Training

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DESIGNATIONS & CERTIFICATIONS CERTIFIED INSURANCE COUNSELOR (CIC) The Certified Insurance Counselor (CIC) Program is a nationally acclaimed continuing education designation program. Its course content and practical application make it the most essential program for both agency and company personnel. To complete the designation, you will need to complete five out of the seven options below and pass the comprehensive essay examination that follows each institute. You are not required to take the two additional institutes but you will find them to be excellent update options. Agency Management Commercial Casualty Commercial Property Commercial Multiline

Life & Health Personal Lines Insurance Company Operations

Continuing Education The CIC program has been approved in all states that have mandatory continuing education. Click here for CE course approvals. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

2022 Schedule CIC Institutes Institute

Dates

Location

CIC Commercial Property CIC Life & Health CIC Commercial Multi Lines CIC Agency Management CIC Insurance Company Operations CIC Commercial Casualty CIC Personal Lines CIC Commercial Property

January 26-28, 2022 January 23-24, 2022 March 30-April 1, 2022 May 18-20, 2022 June 22-24, 2022 August 17-18, 2022 September 14-16, 2022 October 19-20, 2022

Cambridge, MA Webinar Nashua, NH Milford, MA Falmouth, MA Webinar Warwick, RI Webinar

James K Ruble Advanced Coverage Seminars Dates

Location

January 27-28, 2022 April 21-22, 2022 June 23-24, 2022 November 17-18, 2022

Cambridge, MA Ogunquit, ME Falmouth, MA Manchester, VT

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DESIGNATIONS & CERTIFICATIONS CERTIFIED INSURANCE SERVICE REPRESENATIVE (CISR) The Certified Insurance Service Representative (CISR) program is a practical program that stresses the understanding and analysis of risks and exposures. A student should have a basic knowledge of insurance. The CISR program consists of 5 one-day courses that cover all phases of the CSR's daily work. • Agency Operations • Commercial Casualty • Personal Residential • Personal Auto • Commercial Property You may take the courses in any order and each course is followed by a one-hour exam. Anyone may attend the courses and receive the CEUs without taking the exam. However, if you wish to attain the designation, you must pass each of the 5 exams. To earn the CISR designation you must successfully complete the program and pass the exams within three calendar years following the passage of the first exam.

Continuing Education The CISR program has been approved in all states that have mandatory continuing education. Click here for CE Course approvals. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

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DESIGNATIONS & CERTIFICATIONS ACCREDITED CUSTOMER SERVICE REPRESENTATIVE (ACSR) The Accredited Customer Service Representative (ACSR) program is offered in partnership with The Institutes (www.aicpcu.org) to bring you a national customer service designation program that promotes and recognizes the professionalism of customer service personnel in the insurance industry.

ACSR designations can be earned in Personal Lines, Commercial Lines or Life and Health. You may take the courses in any order and you must complete the Institutes FREE Ethics course which you can find on their website. 2022 Dates

Continuing Education The ACSR program has been approved in Maine, contact MIIA for credit approvals. Registrants do not have to take the online exam to earn CE credits.

2022 courses are delivered virtually until further notice

Program

Topic

Dates

ACSR 1 ACSR 2 ACSR 3 ACSR 4 ACSR 5 ACSR 6 ACSR 7 ACSR 8 ACSR 9

Homeowners Insurance Personal Auto PL Related Coverages E&O Loss Control Professional Development Commercial Property Commercial Liability Commercial Auto & Garage CL Related Coverages

February 2, 2022 March 9, 2022 April 7, 2022 May 11, 2022 June 8, 2022 August 17, 2022 September 14, 2022 October 12, 2022 November 10, 2022

CERTIFIED PROFESSIONAL INSURANCE AGENT (CPIA) Whether you're pursuing your CPIA credential or simply looking to improve your marketing skills, you've come to the right place. CPIA Insurance Success Seminars will help you plan and improve your sales techniques to convert your prospects into customers. Learn to generate qualified leads that translate to more sales, and more commissions. Position for Success (CPIA 1) - 7 CE Credits Implement for Success (CPIA 2) - 7 ME CE Credits Sustain Success (CPIA 3) - 8 ME CE Credits

Continuing Education The CPIA program has been approved in all states that have mandatory continuing education. Click here for CE approvals. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

Full attendance at all three seminars allows participants to earn the CPIA (Certified Professional Insurance Agent) designation; no exam is required and you can begin using the designation immediately following the completion of the three programs. Anyone may attend any one seminar of interest.

2022 Dates To Be Determined

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DESIGNATIONS & CERTIFICATIONS The Construction & Risk Insurance Specialist (CRIS) The Construction Risk and Insurance Specialist (CRIS) program is a specialized curriculum focusing on the insurance and risk management needs of construction projects and contractors. Those who complete the program are entitled to display the CRIS certification to certify their knowledge of construction insurance and risk management and dedication to the industry. Benefits: Gain specialized expertise in construction insurance and risk management. Knowledge to make wiser insurance and risk management decisions for their employees and work more effectively with their agents/brokers. Increase competence, confidence, and credibility of insurance professionals who sell to contractors.

Once you complete the Designation there are digital badges available to promote your accomplishment on LinkedIn, Social Media and more!

Continuing Education The CRIS program has been approved in all states that have mandatory continuing education. Click here for the CE approvals. CEs are subject to change without notice. The state requires that all registrants attend each course in its entirety to receive continuing education credits. Partial credit is not given for partial attendance. Late arrivals will not receive any continuing education credits.

2022 Program Dates: Commercial Liability Insurance for Contractors | March 15, 2022 Contractual Risk Transfer in Construction | May 17, 2022 Commercial Auto, Surety, CIPs, and Miscellaneous Lines | July 12, 2022 Property Insurance for Contractors | September 14, 2022 Workers Compensation for Contractors | November 2, 2022

2022 PARTNERS

Less Is More

Overpromising on your agency website is bad for business

Much ink—and a lot of webinar time—has been devoted to the topic of agency websites leading to errors & missions claims in recent years. The message is simple: Our insureds are getting skewered in lawsuits because they make grandiose promises on their websites, which then become “star witnesses” against the agency. Your own words are used against you in devastating fashion, over and over. And yet, the problem persists. Why? We hear a variety of reasons for these repeated, self-inflicted wounds. Many blithely suggest that “it’s just an ad!” Others respond that this is a concern for their E&O carrier. We understand the easiest approach is to hand the keys to your website over to an ad agency that will fill it with the same hyperbolic guarantees they placed on the last 10 competitor websites. They rev up the “PromiseMaker 5000” website designer and crank out phrases like, “The best coverage

at the best price!” But does making one bold promise after another really do you any good? Research suggests that the answer is a resounding “No.” In fact, the recurring theme you’re likely to find is that in the long run, the best approach is to “under-promise and overperform.” Big Commerce makes this point in its blog, E-commerce Branding: 11 Examples and 27 Expert Tips to Help Build Your Brand Online. “Never overpromise on your company. People absolutely hate disappointment. You do not want your e-commerce branding to be associated with false promises,” the post says. “Creating an untenable situation where you promise more than you can always deliver will alienate your audience and destroy the trust you worked so ardently to attain.” In “All You Need to Know About Branding for Digital Products,” Net-guru continues this theme: “Promising people the world 64

Less Is More continued might seem like a good idea at first and might even be beneficial in the short term, but remember about all the places where the users can leave their reviews later.” In “Over Promising Is Not Good for Your Business,” Percento Technologies writes: “In a bid to get ahead of their competition, many businesses today overpromise almost regularly. They don’t think there’s anything wrong with overpromising and that it will not land them in trouble.” “Only someone who’s deluded or blind to the reality would say such a thing,” Percento Technologies continues. “Customers today have hundreds of choices available to them right at their fingertips. Therefore, the only thing that will make them return to your business after a first experience is delivering on the promises you made. The best way … is by under-promising.” Finally, “Differentiation: The Key Challenge For Professional Service Firms” by BrandTaxi states that in challenging times, two things can occur. “First, brands tend to amplify and exaggerate their brand promises to ensure that their voices are heard above the crowd. This often accelerates customer frustrations as claims are often filled with overpromise and become unbelievable to key audiences,” the article says. “Second, brand marketers may become nervous and start to throw as many promises against the wall as possible hoping that some will resonate somewhere,” it continues. “This creates an atmosphere of uncertainty and wariness. To succeed in today’s world, it is imperative to resist overpromising ...” So, what can you include on your website besides the proverbial name, rank and serial number? Readily available research answers that

question. It is expertise, not hype, that today’s customers want, according to Hinge Branding & Marketing. In its article, “B2B Website Strategy: The Expertise Driven Sale,” Hinge notes that today’s customers are most interested in: Relevant experience and past performance (35.1%) Team expertise and skills (33.4%) Knowledge of the industry and client business (20.6%) The ability to deliver results (19.6%) Good reputation (16.8%) Hinge notes these results have changed since 2013, when “a good general marketplace reputation, price and cultural fit were the top three criteria.” In a nutshell, businesses will benefit from explaining who they are, where they’ve been and what they’ve accomplished—all in purely factual terms. Walmart’s Sam Walton built a business empire by following a simple credo: “Exceed your customer’s expectations. If you do, they’ll come back over and over. Give them what they want and a little more.” Achieving that outcome begins with setting reasonable expectations and putting the spotlight where it belongs: on your agency and what it truly has to offer. Matthew Davis is a vice president and claims manager at Swiss Re Corporate Solutions, working out of the office in Kansas City, Missouri. Insurance products underwritten by Westport Insurance Corporation, Kansas City, Missouri, a member of Swiss Re Corporate Solutions. This article is intended to be used for general informational purposes only and is not to be relied upon or used for any particular purpose. Swiss Re shall not be held responsible in any way for, and specifically disclaims any liability arising out of or in any way connected to, reliance on or use of any of the information contained or referenced in this article. The information contained or referenced in this article is not intended to constitute and should not be considered legal, accounting or professional advice, nor shall it serve as a substitute for the recipient obtaining such advice. The views expressed in this article do not necessarily represent the views of the Swiss Re Group (“Swiss Re”) and/or its subsidiaries and/or management and/or shareholders.

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Advertiser A.I.M. Mutual Insurance Companies Acadia Insurance Acuity Aspera Financial Services Bouchard Cleaning & Restoration Capital Premium Finance Colonial Adjustment Inc Concord Insurance Group Countryway Insurance Decotis Insurance Associates Defendify Eastern Alliance Insurance Enterprise Heartland Johnson & Johnson Liberty Mutual-Safeco Insurance Main Street America Insurance MAPFRE Insurance MEMIC MMG Insurance Moody's Collision North American Insurance Alliance Ohio Mutual Insurance Group Patriot Insurance Company Patrons Oxford Insurance Philadelphia Insurance Companies Portland Glass Progressive Risk Placement Services RLI Personal Umbrella RT Specialty LLC Safety Insurance SAN Group SERVPRO of Maine Summit Adjustment Services The Hanover Insurance Group Trusted Choice Union Mutual Vermont Mutual Insurance Group Virtual Agency Solutions WAHVE

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