p r o f e s s i o n a l a g e n t

What’s Inside?

How Would You Assess ....... 16 Your Agency's E&O Culture?

Sales Lessons ..........................22

Build An Elite Sales Force .... 27

WI Elects A New State .........30 Legislature!

Utility Service Coverage ....... 36

Coming Events ......................38

w w w . p i a w . o r g

d e c e m b e r | 2 0 1 2

HappyHolidays!

HappyHolidays!

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2 DECEMBER 12

Happy Holidays!

Tracy Oestreich, CIC, CPIA, AU — President, PIA of Wisconsin

Wow – can you believe 2012 is almost over? What a year

for our industry, both good and bad. As you approach

this hectic holiday season, take the time to reflect on the

activities from this past year. Make sure to celebrate your

accomplishments. As the New Year approaches, recommit to

the goals you are working on for 2013. Our association has

many reasons to celebrate!

Congratulations to our very own Chief Executive of the

Professional Insurance Agents of Wisconsin, Ron Von

Haden, as he will assume added duties!! Beginning on

December 10th, 2012, Ron will assume added responsibilities

as Executive Vice President and CEO of the National

Association of Professional Insurance Agents (PIA National).

Ron will continue to run the Wisconsin PIA operations from

our Madison office, while spending a portion of his time

working in the national association’s Alexandria, Virginia

headquarters.

It is an honor that our national association has recognized

Ron’s track record of success and has afforded him this

opportunity to share his talents with agents across the

country. Ron has been instrumental in helping build the

Wisconsin PIA into one of the strongest and most successful

state PIA associations in the nation. The PIA members in

Wisconsin are fully supportive of sharing Ron’s expertise

with our fellow agents, as all of us will benefit.

Congratulations to our very own Professional Insurance

Agents of Wisconsin National Director, Mary Czaja, on her

victory to the Wisconsin State Assembly! Mary’s victory in

the 35th Assembly District is a big win for the people in her

district and all the people of Wisconsin. Mary has been a

dedicated advocate for PIAW members and the insurance

industry. With her knowledge of the insurance industry and

awesome work ethic, she will be an invaluable asset to the

State Assembly.

We have so much to be thankful for. I think of the many

friendships within our industry; our clients, our carriers and

our competitors. While our industry is not recession proof,

it is certainly resistant. While we have political turmoil

in many parts of the world along with a very challenging

economy, through it all I can only think about how lucky

we are. We have survived some slow growth years and

have witnessed many solid businesses closing and talented

business people giving up. By insuring many different

industries and individuals, we are able to insulate ourselves

from much of the economic strife. We should be thankful.

Mark you calendars! PIA of Wisconsin’s Winter Get-Away

in Minocqua is coming up quickly on January 30th through

February 1st, 2013. We will have CE classes, a winter fun

mystery tour event, dinner at Northwood’s Pines, plenty

of networking and much more! In March our automation

committee will host a “How To-Hands on Basics” social

media event. The focus here will be to help you work with

Facebook, Linked-In, Twitter, and how to use social media

in our industry.

With just a few short weeks away from Christmas, it is a

truly special time of year to appreciate what we have. As

you take the time to reflect on 2012, I hope you have several

fond memories. Merry Christmas and I wish each of you a

healthy, happy and successful 2013!

“May Peace be your gift at Christmas and your blessing all

year through!” (Author unknown)

From the President

DECEMBER 12 3

INFORMATION IS THE NEW TARGET OF CORPORATE THEFTFor the first time, information theft has cost companies more than theft of physical assets, according to the Kroll Annual Global Fraud Report. In a survey of 801 executives at 760 global corporations, 27.3 percent reported being victims of information theft over the previous 12 months, an increase of 18 percent over 2009. Physical theft actually declined somewhat, with 27.2 percent of executives saying that physical assets or inventory had been stolen over the previous year, a downturn from 28 percent in 2009.

{nUMBers

Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin

4 DECEMBER 12

An Exciting New Adventure!

ONCE AGAIN the great members in Wisconsin have proven their commitment to PIA. When this article is being read I will have the honor of starting my added duties as Executive Vice President and CEO of PIA National in Alexandria, Virginia. This opportunity could not have been possible without the full cooperation and support of the PIAW Board of Directors and membership. My duties will involve splitting time between the Madison, WI office and the PIA National office in the Washington, D.C. area.

Be assured that the effectiveness, involvement, products and services of PIA of Wisconsin will not be negatively affected by the time sharing arrangement. We have a tremendous professional staff at both PIAW and PIA National and a dedicated Board and committee structure who will maintain the quality that members have a right to expect.

I will be in constant contact with the Madison office and all your questions or inquiries will be handled in a prompt and efficient manner. Modern technology is so amazing that we now can achieve the same level of service remotely that required a physical presence just a few years ago.

This is an exciting adventure for me and for PIAW. My primary focus will be to increase the membership in PIA affiliates across the country. Together with our association executives and volunteers we will grow the organization nationally which will have a positive impact on the stature of PIA with legislators, regulators and industry representatives. We are already well known and respected on a state and national level and with increased membership numbers we will be even more influential. PIA has always been and will always be an organization that is dedicated to its members and we will deliver their message and issues to every segment of our industry.

Thanks you to all who have sent congratulatory notes and calls. It is a great honor for PIAW and all who have made it possible.

A FEW MONTHS AGO we announced that a valuable new benefit would be unveiled to PIAW members. I am delighted to announce that Long Term Care insurance is now available at a discounted premium from the normal “street price”. We heard from members that this protection was needed and we have delivered.

Here are a few startling reasons to look at Long Term Care insurance:

• Over 65% of couples will face a situation where one of the couple needs long term care. This could be nursing home care, assisted living care or home health care.

• 40%ofthoseneedinglongtermcareareunder age 65.

• The average monthly cost of a long term care facility in Wisconsin is over $6.000. Metro areas may be somewhat higher and rural areas may be somewhat lower.

• Health insurance, including Medicare, does not provide much, if any, coverage for long term care in nursing homes, assisted living facilities or home health care.

You can click on the Member Benefits tab on the PIAW website at www.piaw.org, for more information or call the PIA office and we will put you in contact with a long term care specialist.

AND REMEMBER….. 50% of all lawyers graduated in the bottom one half of their class.

Memos from Madison

www.sheboyganfallsinsurance.com

DECEMBER 12 5

Scan this QR code with your smart phone for a short video description

CISR courses are designed to focus on your type of business. It still takes 5 courses to earn a CISR designation but now you have the flexibility of 9 course options. This allows you to focus on what’s important to you. We understand not everyone learns the same way or even at the same pace,

so we offer courses in the classroom, online and in-house. Find out how CISR can improve your 9 to 5. Call or visit us on the web today.

Learn more @ www.piaw.org or call 800-261-7429

Choose 5 of 9 to improve your 9 to 5.

• Commercial Casualty I• Commercial Casualty II • Insuring Commercial Property• Insuring Personal Auto Exposures• Insuring Personal Residential Property• Personal Lines Miscellaneous• Agency Operations• Elements of Risk Management• Life & Heath Essentials

By Dennis Rupers, CIC, CISR — PIAW Director

It is hard to imagine that I’m into my last year of serving on the Board of Directors for the PIA of Wisconsin. As I look back, I can review the many experiences and opportunities that I’ve had while serving. Most of which have been very positive and rewarding. What a great learning experience it has been. As I’ve thought about my look back at the past five years, I thought rather to look at this year as a year of firsts. For me, it became a kind of “count your blessings” look over the past year.

This has been the first year in a long while that I have not had to take a test for my continuing education. How nice it has been to attend my update and be able to learn without having to worry about passing an exam. I’m sure that I’ll explore other educational opportunities that offer additional designations, but at this time I’ll enjoy this breather!

Something new that we did this year at Don-Rick, Inc. was to combine the Personal Lines department for both the Baraboo and Portage offices. The workload is shared throughout the department without geographical distinction. This helps us utilize all of our personnel in a more efficient manner so that we can provide the best customer service possible. This has proved to be challenge but well worth the effort.

Another first for me has been to take advantage of the social media resources offered by the Automation Committee at the PIA of Wisconsin. I’ve set up accounts with Facebook, Linked-In and Twitter, just to name a few. Although I’m not as proficient as I would like, I’m pretty sure that I’ll get there soon. I do see the value in social media but am finding that one needs to see what works for them and how it can best be utilized to grow one’s business.

On a personal note, this year was the first year that I deer hunted with a group whose patriarch was no longer with us. The father of a close friend of mine, with whose family I’ve hunted with since 1986, had passed away in January this year. It was different not being able to listen to the same old stories that we’ve consistently heard repeated each year. Gene Duranceau was missed but remembered by all of us as a place was set at the table and a seat left available for his spirit to join us if he desired.

This was the first year that I was told that I needed to lose

weight. My birthday marks the day I go to the doctor for

my annual check-up. Although I didn’t need to be told the

obvious by my doctor, I needed to hear it from him to get

motivated. With his stern “directive” and with help from

special friends, in just nine short months, I’ve been able to

shed almost thirty-five pounds. Although, I have a few more

pounds to go to reach my target weight and despite having

to going through the holiday season, I’m confident that I’ll

get there in time for my next doctor’s visit in February.

Speaking of the holidays, this will be the first Christmas

that my siblings and I gather with our families in Arizona

with just our father. Our mother recently passed away the

beginning of October. I’ve been blessed with a great family

that allowed us to celebrate the life of our mother while

we were together back in October and we will be able to

continue that celebration with our father at Christmas. Mom

will be missed, of course, but we will honor her with our

annual family concert at their church on Christmas Eve, as

well as with our time together with just the family.

There have been many more “firsts” for me this past

year and I anticipate that I’ll experience many more in

the upcoming years. But I will look back to this year as a

memorable one for me for the reasons mentioned as well

as those not mentioned. Next year will be the first year

that our Executive Vice President, Ron Von Haden, will

be sharing his time with PIA of Wisconsin as Executive

Vice President and CEO of the National Association of

Professional Insurance Agents. Next year we will see Mary

Czaja, the PIA of Wisconsin’s National Director; begin

her first term as a member of the Wisconsin Assembly,

representing the 35th District. We on PIA of Wisconsin Board

are behind Ron & Mary 100% and wish them all the best

as they experience their new roles recently added to their

lives. Just as Ron & Mary, I’m sure that each of you are able

to recall some special “firsts” that have occurred in your

life this past year as well as being able to see some exciting

“firsts” for you, forthcoming in the next year.

Looking Back . . . and Ahead.

From the Boardroom

6 DECEMBER 12

May the peace and joy of the holiday season be with you and your families throughout the coming year.

Happy Holidays

Madison, WI—OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/OrderInfo/OrdInfo.oci.

OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this toll-free telephone number: 1-800-236-8517.

MarkGabriel,3013SchaeferCir.,Appleton,WI54915,hadhis application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application.

Reginald Huggard, 1011 Knowlton St., Rockford, IL 61102, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Eugene H. Juul, 6131 Danielle Rd., De Forest, WI 53532, agreed to pay a forfeiture of $500.00. This action was taken based on allegations of improperly soliciting a Medicare Advantage policy and using Medicare supplement insurance advertising not in compliance with the law.

Christopher John Lampien, 1128 S. 98th St., Milwaukee, WI 53214,agreedtopayaforfeitureof$500.00,agreedtopayrestitutionintheamountof$558.54,agreedtocompletetwoadditional continuing education courses, agreed to provide copies of life and annuity applications and suitability forms to OCI on a quarterly basis for one year, and agreed to the suspension of his life and annuity insurance license for 45days.Theseactionsweretakenbasedonallegationsofmaking misrepresentations in the sale of insurance products and failing to properly consider suitability in life or annuity insurance sales.

LarryLanchester,4401AtlanticAve.#420,LongBeach,CA90807, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI regarding child support payment arrearages.

ScottMetzger,WachoviaSecurities,5246RedCedarDr.,Fort Myers, FL 33907, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide proof of required resident state licensing.

Sheila Novin, 11117 N. Range Line Rd., Mequon, WI 53092, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct, failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, failing to pay court-ordered restitution, and failing to respond promptly to inquiries from OCI.

BrandiPenn,716FultonSt.,Apt.9,Wausau,WI54403,had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, failing to submit to required fingerprinting, and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Marc Robbins, 159 Franklin Parke Ct., Christiansburg, VA 24073,hadhisapplicationforaninsurancelicensedenied.This action was taken based on allegations of failing to disclose administrative actions taken by the states of Ohio, New Hampshire, Montana, and Kentucky on a licensing application and evidence of untrustworthiness.

SharonScheuermann,407ProspectSt.,Westfield,NJ07090,had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application.

Ted Nickel — Commissioner of the Office of Insurance

OCI Administrative Actions

8 DECEMBER 12[continued on page 10]

AllegAtions And Actions AgAinst Agents

DECEMBER 12 9

Milwaukee Branch: 800.236.1800 | Home Office: Des Moines, IA www.emcins.com

© Copyright Employers Mutual Casualty Company 2011 All rights reserved

Emails and teleconferencing may be time-savers, but there is no substitute for the one-to-one relationships with insurance professionals who know you and your community. Early on, EMC Insurance Companies realized the value of being close to agents and policyholders. That value continues to pay off in products and services tailored to individual market needs. Whatever the future holds, insurance will always be a relationship business and EMC will continue to keep those relationships as close to your office as possible.

We’re celebrating our 100th year by planning for our next 100 years.

Tanya Wentzel, Des Moines Branch Marketing ManagerTroy Boysen, Minneapolis Branch Commercial UnderwriterConnie Jarzynka, Omaha Branch Claims Adjuster

5269_EMC_AD_Group_WiscProff 7.75x10.25.indd 1 1/6/11 11:30 AM

10 DECEMBER 12

SapanShah,3015KinmontAve.,Cincinnati,OH45208,hadhisapplication for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and having a criminal conviction which may be substantially related to insurance marketing type conduct.

Lawrence Sowter, 12510 Roosevelt B1, Englewood, CO 80112, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to disclose an administrative action taken by the state of Colorado on a licensing application.

Mark Stevens, Pacific Benefits Group, 1915 N.W. Amberglen Pkwy., Ste. 300, Beaverton, OR 97006, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and providing conflicting information regarding child support delinquency on a licensing application.

CarlE.TrappII,W260N8621Hwy.164,Hartland,WI53029, agreed to pay a forfeiture of $500.00, agreed to pay restitutionintheamountof$558.54,agreedtocompletetwo

additional continuing education courses, agreed to provide

copies of life and annuity applications and suitability forms

to OCI on a quarterly basis for one year, and agreed to the

suspension of his life and annuity insurance license for

45days.Theseactionsweretakenbasedonallegationsof

making misrepresentations in the sale of insurance products

and failing to properly consider suitability in life or annuity

insurance sales.

Lauren Jean Twardy, 5737 N. Milwaukee River Pkwy.,

Glendale, WI 53209, agreed to pay a forfeiture of $750.00,

agreed to not misrepresent her licensing status, and agreed to

solicit insurance only if properly licensed and appointed with

an insurer. These actions were taken based on allegations of

selling insurance without a license and misrepresenting that

she had an insurance license.

Tanya Denise Wiggins, 6090 Zenith Ct., Rio Rancho, NM

87144,hadherinsurancelicenserevoked.Thisactionwas

taken based on allegations of failing to respond promptly to

inquiries from OCI and failing to provide proof of a resident

legal expense or casualty license.

GenworthLifeInsuranceCompany,6604W.BroadSt.,Richmond, VA 23230, agreed to pay a forfeiture of $65,000.00 and agreed to comply with Wisconsin insurance laws. These actions were taken based on allegations of insurance policy rat-ingpracticesinviolationofs.Ins3.455(9),Wis.Adm.Code.

Vetinsure LLC, 330 Research Dr., Ste. 230, Athens, GA 30605, had its application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to name a designated responsible producer on a licensing application.

OCI Administrative Actions

[continued from page 8]

Those obsssed with health are not healthy: the first requisite of good health is a certain calculated carelessness about oneself. —Sydney J. Harris{health

AllegAtions And Actions AgAinst compAnies

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Selective has been a trusted provider of insurance solutions since 1926.

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©2012 Selective Ins. Group, Inc. (Branchville, NJ). “Selective” insurers include Selective Ins. Co. of America, Selective Ins. Co. of New England, Selective Ins. Co. ofN.Y., Selective Ins. Co. of South Carolina, Selective Ins. Co. of the Southeast, Selective Way Ins. Co. and Selective Auto Ins. Co. of N.J. Insurers and productsavailable vary by jurisdiction. SI-12-077

West & Central WIJames.Wasserburger@selective.com

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© 2011 Vertafore, Inc. Vertafore, the Vertafore logo and design, Unleash your potential, and the Vertafore trademarks listed are owned by Vertafore, Inc.

Through a new partnership with Vertafore, PIAW is offering FREE access to Sircon online licensing and continuing education management services.

USING SIRCON SERVICES, YOU CAN: • APPLY FOR A LICENSE• RENEW YOUR LICENSE• LOOK UP AVAILABLE COURSES • CHECK LICENSE RENEWAL STATUS• CHECK LICENSE APPLICATION STATUS• REQUEST A LETTER OF CERTIFI• REQUEST A LETTER OF CERTIFICATION• UPDATE YOUR NAME OR ADDRESS• FIND YOUR LICENSE NUMBER/NPN• CHECK YOUR STATUS WITH A STATE• MAINTAIN YOUR FIRM ASSOCIATION• UPDATE YOUR ADDRESS• UPDATE YOUR EMAIL ADDRESS • PRINT • PRINT YOUR LICENSE

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Will the WristWatch join the

buggy Whip?Quick, what time is it? If you

looked at your wrist, you're still part of the majority of people who rely on their watches to stay on schedule, but that may change. In a British survey of 1,500+people,14percent—

about one in seven people—said they don't need a wristwatch.

The market analysis firm Mintel, which conducted the survey, fore-casts that the percentage will rise along with the increase in mobile phone ownership and other gad-gets like the latest iPod Nano, which comes with a wrist strap and sports a watch face.

Although wristwatches probably aren't likely to vanish anytime soon, they could become redundant, as people rely more and more on other devices like smart phones that include a time-keeping function. After all, one expert notes, the point of a Rolex isn't to tell time, but to show off.

DECEMBER 12 15

15, 2012

CPIA 3 - Sustain Success

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling errors and omissions including policy review and delivery, endorse-ments, claims-processing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

WISCONSIN PIA IS A PROUD SPONSOR OF THE CPIA DESIGNATION PROGRAM

The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives.

Participants leave with ideas that will produce increased sales results immediately. In fact, The Insurance Success Seminars are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded!

To maintain the CPIA designation, CPIA’s must fulfill an update every two years by attending an Agency Management Boot Camp, or attend one of the core Insurance Success Seminars, or attend a Pro-to-Pro Retreat, or maintain an active membership in the AIMS Society.

The The AIMS SocietyAIMS Society is a national organization dedicated to providing is a national organization dedicated to providing

interactive marketing and sales training, ongoing resources and interactive marketing and sales training, ongoing resources and

networking opportunit ies to insurance professionals.networking opportunit ies to insurance professionals.

You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits.

CPIA 1 - November 9, 2011 CPIA 2 - February CPIA 3 - August 1, 2012 Radisson Paper Valley Hotel Marriott Madison West Grand Geneva Resort Appleton, WI Middleton, WI Lake Geneva, WI

8:30 – 4:30 p.m. Fee Per Course (does not include lunch): PIA Member $155.00 / Non Member $190 Register at www.piaw.org or call PIA at 1-800-261-7429

CPIA 1 - Position for Success

During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans. Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.

CPIA 2 – Implement for Success

During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.

CPIA 1Fall 2012 Dates to be Announced

CPIA 1 – January 16, 2013 CPIA 2 – May 1, 2013 CPIA 3 – September 11, 2013 Wisconsin Mutual Ins. Co. Radisson Kelmann Corporation Madison, WI Green Bay, WI Wauwatosa, WI

Course Schedule 8:30 a.m. - 4:30 p.m.Lunch On Your Own 12:00 p.m. - 12:45 p.m.

registration Fee per seminar:Includes Materials, Coffee in the AM & Soda in the PM > PIA Member $155.00 > Non Member $190.00

Register at www.piaw.org or call PIA at 1-800-261-7429

16 DECEMBER 12

CCreating and maintaining a culture of constant improvement

is key. It is probably best to evaluate your agency on a

continuum. As you may not know where the end is, the goal

is to be confident you are making progress and improving.

If your agency is unsure where it stands or if you have not

given it much thought, here are some areas to consider:

MANAGEMENT/LEADERSHIpAs with most businesses, the culture of the organization starts

with management/leadership. The staff will follow suit to

the degree that management “walks the walk” and “talks

the talk.” Thus, where it is readily apparent that agency

management is committed to a strong errors-and-omissions

culture, that message will heavily drive staff behavior.

Conversely, if agency management does not truly embrace an

E&O culture, the agency is only fooling itself and will never

achieve the desired level of E&O commitment.

STAFF ENGAGEMENTThis area will undoubtedly heavily determine an agency’s

E&O culture. Why? Agencies don’t make mistakes, people

do. Two agencies could have the same procedures and

expectations, yet have a different culture within their

respective shops. E&O is serious stuff, requiring every staff

member that believes in the cause to perform their duties

ethically and professionally.

by Curtis M. Pearsall, CPCU, AIAF, CPIA

The question posed in the headline is probably not easy to answer. After all, there are many issues to factor in making this determination. A better way to look at this is by comparing your E&O culture today with a certain point in the past. The question then becomes “is your E&O culture stronger today than it was last year at this time?” In a recent industry survey, 85 percent of the agencies that responded indicated an improvement over the previous year, with 70 percent of that 85 percent indicating a substantial improvement was made.

your

How would you

Assess Agency's Overall

E&O Culture?

DECEMBER 12 17

Because an agency’s staff involves many different functions and disciplines, assessing the agency’s culture requires an assessment of each person. While producers and CSRs are heavy drivers of E&O claims, virtually everyone in an agency, including the receptionist and claims team, has the potential to cause, and are causing, E&O claims.

EDuCATING yOuR STAFFFor the staff to perform their jobs professionally and efficiently, they must possess a high level of proficiency in the technical aspects of their positions. Your customers count on the staff’s expertise on an insurance matters. In addition, training in the areas of sales, customer service and systems is also extremely important. As you develop goals for each of your staff for 2013, identify educational opportunities based on your assessment. This may include courses, designations, seminars, etc. Your local agents’ association is a great resource for this type of material.

Moreover, exposure analysis checklists are an excellent tool for agencies to totally understand classes of business, and the various insurance issues and exposures.

EDuCATING yOuR CuSTOMERSMany agencies would contend that the best customer is an educated customer. Has your agency undertaken a campaign to educate customers on various coverages and how these coverages respond? There are many approaches to accomplish this, including producing a printed or electronic newsletter to send to customers. There are many topics to address. Some apply regardless of the time of year, while others are more seasonal (e.g., boating, children going off to college, etc.).

A great approach is to perform an annual agency review for each of your customers. This will help your customers understand their coverage and may also identify any exposures the customer has that are not properly insured. It is definitely better to discover and discuss these issues before a loss occurs as opposed to afterward.

DOCuMENTATIONWhat is the quality and timeliness of the documentation in the customer’s file? For example, documentation stating “spoke with insured regarding their homeowners insurance” is unacceptable as it does not provide any real details. The best rule of thumb for documentation is that another staff member should be able to review the documentation and know exactly what the issues are as well as any open items.

AuDITINGTo truly assess the E&O culture and commitment of the

agency staff, it is necessary to review their files and the detail each contains. How well are agency procedures being adhered to? What is the level and quality of the file documentation? To effectively perform this function, develop an audit form addressing the key issues, and then perform periodic reviews of a pre-determined number of files for each staff member. While this takes time, it is a critical to discover any issues before they become a problem.

CuSTOMER ACCOuNTABILITyIt seems that with many E&O claims, the customer does not take any responsibility for the decisions made regarding his or her insurance program. Some possible approaches:

y Provide options for the customer to consider and require the customer to sign off on the coverages and limits selected and rejected.

y Send a cover letter with the policy to the customer requesting that the customer reviews the policy and advises your agency of any questions or problems. An example of such a letter:

Enclosed please find the renewal of your Businessowners package written with XYZ Insurance Co. You will be receiving your premium invoice shortly.

It is important that you take the time to read this policy to ensure your understanding of the limits and the coverages. If there are any questions, or if you wish to make any changes to this policy, please contact the agency promptly.

The limits of insurance have been selected by you and we can’t guarantee that the limit selected will be sufficient in the event of a major loss. Higher limits are available upon your request.

Thank you for your confidence in our agency. We appreciate your business.

Sincerely,

GROWTH AND IMpROvEMENTIf you are unsure that the agency’s culture has been enhanced compared to last year, or even has regressed, don’t be disheartened. Start today on a path to growth and improvement. It will be time and energy well spent. n

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Sales Lessons Learned at Sea

DECEMBER 12 23

Imagine that you’re standing at the wheel of your beautiful sailboat you’ve always dreamed of owning. You untie the lines, back out of the slip, motor up the channel, and head out to sea. What direction do you head? The compass offers you 360 choices and if you don’t choose, the wind and current will take you at their will.

by Larry Jacobson

PPlotting a course for your boat requires having a destination in mind, and then you have to steer for that heading. Planning to sell to a prospect requires the same pre-planning. Without plotting your course, the forces of sales will carry you where they will and chances are that won’t be where you want to go. When planning a voyage, preparation is key. Ask yourself these questions before leaving the dock or before any important sales call or presentation:

y Do I have the skills necessary, do I know who is going to do what tasks and do I have the right equipment? y What obstacles am I likely to encounter along the way and am I prepared to deal with them? y Do I have an alternate plan in case of hazards along the way? y Am I equipped with the time, manpower and materials to persevere for longer than expected? y And lastly, am I focused on the destination so that no matter what happens, I will achieve the goal?

When crossing a 3,000-mile ocean, just one degree off course can make you miss your landfall by hundreds of miles. Before you set on your sales journey, follow these guidelines to ensure success. pRACTICE Before venturing out on a presentation to that big prospect you’ve always wanted to land as a client, practice until you’re blue in the face. Run through your presentation over

and over again until you know it cold. If you’re presenting as a team, don’t plan on winging it as to who will handle what portions of the presentation. Assign roles and plan the timing. Be sure your equipment including projector and presentation copies are in good order and are not in checked luggage. Just ask Suzanne who had to use a photocopy of her own outline as the handouts—all because her materials went to Dallas while she was presenting in Los Angeles. pREpARE Are you ready for questions and objections from the prospect? Sure, you may have reviewed what you think are appropriate questions and objections, but have you looked at it from their point of view? They will ask questions you haven’t thought of because they’re looking at things from a different point of view than you are. For example, when presenting an incentive travel program to a prospect, John thought he had everything in order for his presentation of Hawaii as the destination. Because he thought of options for the prospect, he also had a London trip and a Caribbean trip in his hip pocket and knew them both well. However, when he stood up to present the first of the three programs, the president of the company threw him to the wolves by asking, “Why are we doing this? Who says we want to take a trip anywhere?” John had been brought in by the marketing manager who was also surprised when the president vetoed the incentive plan altogether. Had John done his research, he would have been able to answer why an incentive travel program would work well for that particular company. He might have been able to save the day.

pERSEvERE Crossing an ocean in a small boat requires research, painstaking planning, and enormous tenacity. One must study the winds, currents, tides, and try to predict through

Plot Your Course

Success for

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24 DECEMBER 12

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this research what will affect the voyage. There’s equipment to install, learn about, and repair and these studies never end. The setbacks that come from weather, equipment failures, and the emotional highs and lows of spending day after day at sea are enough to take the wind out of most people’s sails—and keeps most sailors close to their home port. Similarly, unless you’re in a retail environment where sales are made on the spot, the longer-term sale is made with inquiry, patience, and perseverance. Insurance sales can take months to close the deal, incentive travel has an average of nine months closing time, and your industry might not be far behind. You are responsible for studying and knowing your prospect and calculating how your product can help them toward their goals and objectives. Patience is a virtue, especially in selling. It might take hundreds of contacts before finding even one prospect that needs your services, and then it could be months before you even get an appointment. Consider it a passage across an ocean and persevere. It is the tenacious salesperson that usually wins out in the end. When selling, keep your final goal in mind and know the processes you are using to achieve it. If a change throws you off of your plans, if a competitor undercuts you in price, or the prospect postpones the purchase, stick with it. Come back to the course that you plotted in the first place and persevere. Try again. In the words of Winston Churchill, “Success is not final, failure is not fatal, it is the courage to continue on that counts.” n

Larry Jacobson is a speaker, executive coach and author of the award-winning best seller, The Boy Behind the Gate <http://www.larryjacobson.com/award-winning-author/get-the-book/> , based on his experiences while achieving his lifelong goal of circumnavigating the globe by sailboat. As a speaker on sales skills and leadership development, Larry uses the six years of lessons learned at sea to speak with unique authority about conquering fear and staying the course whatever it takes. For more information please visit www.LarryJacobson.com <http://www.LarryJacobson.com> , email Larry at Larry@LarryJacobson.com or call 510-500-4566.

Sales Lessons [continued from page 23]

I'm glad cavepeople didn't

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and watched talk shows all

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—David James{giggles

DECEMBER 12 25

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. . .everyone on the team is an el ite member. . .[

DECEMBER 12 27

In every sales team, there are usually a handful of top performers…and then there’s everyone else. Imagine how much more successful your organization could be if every salesperson was an elite top performer. Think that’s not possible? Think again.

by Victor Arocho

Make Your

Elite Sales ForceSales Team

an

[continued on page 28]

IIn other areas, we see groups of elite people who band together for a common goal or purpose: Super Bowl teams, Navy SEALs, top-rated college marching bands, etc. In any of these groups, you don’t see one or two people doing all the work, outperforming their peers, or being the lone superstars. Rather, everyone on the team is an elite member. The group as a whole shines because each member contributes greatly, plays an integral part, and gives 110% at all times. If it’s possible with these groups of people, then it’s possible for your sales department as well.

But creating an elite group of salespeople involves much more than placing a help wanted ad on a job board. It requires a specific hiring process that attracts only the best of the best. Here are the steps to do that.

1. MAkE jOINING yOuR SALES TEAM DIFFICuLT.You cannot create an elite team if becoming a member is easy. Would a Super Bowl team be spectacular if they let anyone with a helmet on the field? Of course not. In order for any team be considered elite, there must be a stringent process to join the team.

So while you should definitely advertise open sales positions, realize that conducting one interview prior to bringing someone on board is not enough. Rather, you’ll want to conduct multiple interviews, with the candidate speaking to the sales manager and other executive level people. The key is to look for people who believe in a team spirit, have a positive attitude, and display a keen sales demeanor. Whatever you do, don’t have your HR department be responsible for hiring salespeople. HR’s only role in hiring salespeople should be to process the paperwork.

And finally (and perhaps most important), make sure anyone you decide to bring on board realizes that getting past the initial hiring process is the easy part. Now they must prove that they have what it takes to be an elite player. How? By completing step number two…

2.CREATE A SIx-WEEk INTENSE NEW HIRE TRAINING pROGRAM WHERE NO MORE THAN 60% pASS.For every three people who make it past your initial hiring process, only one of those should actually become a salesperson for your organization. While this may initially sound like a waste of time and money, it’s really an investment in making your sales team the best it can be.

Realize that the only time you really waste time and money is when you allow low producing salespeople (typically people who are not a fit for sales, people who don’t like your company, or people who have the wrong attitude) to be a part of your organization. The best way to avoid that scenario is to make sure the people who are in the sales role have been thoroughly trained and are the people who really want to be there.

Having an intense training period is the same approach used by colleges and the military. For example, for every 100 men who start Navy SEAL training, only 17-20 succeed. That’s a success rate of only 17% to 20%! But think about it…who do you want carrying out the country’s most dangerous and most critical military missions? Only the best of the best, right? Well, who do you want being the face of your company, representing your products or services, and interacting daily with your clients? Again, only the best of the best will do. Your intense training program should cover the following key things:

28 DECEMBER 12

y pRODuCT kNOWLEDGE – Go over your products or services thoroughly to ensure the prospective salesperson comprehends them inside and out.

y ROLE-pLAyING – Go over typical sales scenarios as well as the most challenging sales situations you can think of. See how the person responds when things go wrong.

y SALES SkILLS – Even if the person has prior sales experience, you want to give them all the skills and training they’d need to be successful, and then make sure they know how to implement the skills.

y COMpANy STRuCTuRE – Teach them all the parts of the business. Train them on every department so they know the intricacies of the business and understand what happens both before and after the sale is made.

y RESEARCH – Put them through the tedious information gathering work. Make them research the market, demographics, competition, etc. If they’re not willing to do the details, then they’re not a fit your company.

This intense process will weed out the people who don’t have what it takes to be part of an elite team. In fact, about 20% of the people will drop out by week four. For the ones remaining at the four-week mark, offer them a choice to stay or go, as in: “I’ll give you $1,000 right now for you to leave the training and the company, or you can elect not to take the money and stay.” Those who take the money aren’t the type of people you want on your elite team. It’s better to pay a small price now to find that out than waste a lot of money down the road with a bad hire.

By the six-week mark, only 60% of those who started should still be standing strong with you. These are your elite sales team members. (And if you have more than 60% of the people making it through the training, then your training is too easy. Anything that’s too easy has no value.)

3. HAvE CONSISTENT, ONGOING (MONTHLy) TRAINING.While the intense training period is a one-time thing, all salespeople should attend regular (less intense) monthly training sessions. During these sessions, do role-playing, train on specific sales skills, and find out any specific challenges your team is facing.

It’s also a good idea to use these ongoing training sessions to create bonding experiences for the sales team. Have them help each other solve problems, offer suggestions, and share best practices. Why? Because the goal is to continually develop a team, not an individual. As Tecumseh, the Shawnee Indian Chief, said, “A single twig breaks easily, but a bundle of twigs

is strong.” By bringing your salespeople together monthly, you’re creating a strong and elite sales force that can’t be broken.

TO BE THE BEST, RECRuIT THE BESTSales isn’t an easy profession. So joining an elite sales team shouldn’t be easy either. That’s why you need to shift your focus from filling a sales position to building an elite sales force. After all, your sales team really is the face of the company. Shouldn’t only the best of the best be representing your brand? The sooner you take this approach to building your sales department, the sooner your company’s sales (and profits) will grow. n

Victor Arocho is a sales development expert, sales trainer and managing partner with Potential Sales & Consulting group. He specializes in exponentially growing sales by bringing accountability to the sales process and crafting a sales culture of success. His numerous career highlights include tripling a publicly traded organization’s profits within 24 months. With his passionate and strategic style of sales, Victor has assisted others in growing their business and achieving their revenue potential. To learn more about Victor, please visit www.victorarocho.com.

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Elite Sales Force [continued from page 27]

DECEMBER 12 29

For registration visit www.piaw.org or call 1-800-261-7429.

1 2 3 4 5

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30 DECEMBER 12

A. Mary Czaja Elected to Assembly

Rep. Mary Czaja (R-Tomahawk) is an independent insurance agent who owns the C.I.S. Insurance Group. She is a graduate of UW-River Falls and has made great contributions in the service of the Professional Insurance Agents of Wisconsin.

B. New State Senators

Sen. Rick Gudex (D-Fond du Lac) is a production supervisor at Brenner Tank LLC. He was elected Mayor of Mayville at age 29 and is now serving his third term as President of the Fond du Lac City Council

Sen. Nikiya Harris (D-Milwaukee) is a Milwaukee County Supervisor with bachelor’s and master’s degrees from UWM.

C. New State Representatives

Rep. Mandela Barnes (D-Milwaukee) is a graduate of Alabama A&M University who has worked as a community organizer for M.I.C.A.H., a Milwaukee-based interfaith coalition that advocates social justice issues.

Rep. Mark Born (R-Beaver Dam) works for the Dodge County Sheriff’s Department in its Corrections Division. He is a graduate of Gustavus Adolphus College.

Rep. Eric Genrich (D-Green Bay) is an Information Technology Librarian at the Brown County Library. He is a former aide to Sen. Dave Hansen (D-Green Bay) and to former US Rep. Steve Kagen D-Wisconsin). He is a UW-Madison graduate.

Rep. Evan Goyke (D-Milwaukee) is an Assistant State Public Defender who received his law degree at Marquette University. He is the son of former Democratic State Sen. Gary Goyke.

Rep. Dianne Hesselbein (D-Middleton) is a Dane County Supervisor and former member of the Middleton-Cross Plains School Board. She is a UW-Oshkosh graduate.

Rep. Rob Hutton (R-Brookfield) is the president and CEO of Rock Transfer and Storage, a private logistics company. He is a UW-Whitewater graduate.

Wisconsin Elects

Legislaturea new

STATE

[Mary Czaja Elected!]By Ron Kuehn, DeWitt Ross & Stevens

pIAW pLANS FOR THE NExT SESSION

Wisconsin citizens elected a new State Legislature on November 6th, 2012. The new legislators will take office in January, but the planning for next session has already begun.

The Republicans now control the State Senate with a 17-15 majority but, they are expected to win one more seat on December 4th after the Special Election is held in the 33rd Senate District (Waukesha Area). That would bring their likely final majority in the new session to 18-15.

Republicans also control the State Assembly with a 60-39 majority, pending two potential recounts. This is an increase of one seat from 2011, when there were 59 Republicans, 39 Democrats, and one Independent who voted regularly with the Republicans.

Several incumbents from both parties lost their reelection bids, including State Sen. Jess King (D-Oshkosh) pending a recount and State Reps. Evan Wynn (R-Whitewater), Joe Knilans (R-Janesville), John Steinbrink (D-Pleasant Prairie) and Roger Rivard (R-Rice Lake).

Here are brief biographies of all of the newly-elected legislators (excluding those like Senator-elect Tom Tiffany, who held a state legislative office immediately prior to this election):

DECEMBER 12 31

Rep. John Jagler (R-Watertown) served as communications director for Assembly Speaker Jeff Fitzgerald. Prior to that, he was a newscaster for WTMJ AM 620 in Milwaukee.

Rep. LaTonya Johnson (D-Milwaukee) is a self-described trade union activist.

Rep. Robb Kahl (D-Monona) owns a title insurance agency and is the former Mayor of Monona. He is a graduate of Ripon College and the UW Law School.

Rep. Debra Kolste (D-Janesville) is a medical technologist who has also owned and managed a family farm for more than 25 years.

Rep. Dave Murphy (R-Greenville) is the owner of DJM Health LLC.

Rep. Tod Ohnstad (D-Kenosha) is a Chrysler retiree who was active in the UAW. He is currently serving as a member of the Kenosha City Council.

Rep. Daniel Riemer (D-Milwaukee) took a leave of absence from his studies at the University of Wisconsin Law School to take on Rep. Peggy Krusick (D-Milwaukee) in the August primary election. He is the son of David Riemer, who served as Budget director for former Democratic Governor Jim Doyle.

Rep. Joe Sanfelippo (R-West Allis) is a Milwaukee County Supervisor who operates his own landscaping business. He attended Marquette University.

Rep. Melissa Agard Sargent (D-Madison) is a small business owner and a former capitol staffer. She is a UW-Madison graduate.

Rep. Michael Schraa (R-Oshkosh) is the owner of Leon’s Frozen Custard in Oshkosh. He has also worked as a stock broker and attended UW-Oshkosh.

Rep. Katrina Shankland (D-Stevens Point) spent two years managing solar programs at the Midwest Renewable Energy Association (MREA) before leaving to work on political campaigns and run for the legislature. She is a UW-Madison graduate.

Rep. Stephen Smith (D-Rice Lake) owns the Rainbow Home Center, a grocery store in Rice Lake. He formerly owned a school bus transportation business started by his father. He is the son of former Rep. Pat Smith (D-Shell Lake). He is a UW-Superior graduate.

Rep. John Spiros (R-Marshfield) is the vice president of safety and claims management at Roehl Transport in Marshfield. He is a former police officer. His wife is a nurse at Marshfield Clinic.

Rep. Rob Swearingen (R-Rhinelander) and his wife own the Al-Gen Dinner Club in Rhinelander. He is the current president of the Wisconsin Restaurant Association.

Rep. Paul Tittl (R-Manitowoc) is the Chair of the Manitowoc County Board and a former member of the Manitowoc City Council. He is the owner of the Vacuum & Sewing Center in Manitowoc.

Rep. Dana Wachs (D-Eau Claire) is a trial attorney who graduated from Valparaiso University Law School. He also serves on the Eau Claire City Council.

Rep. Tom Weatherston (R-Racine) is a retired industrial engineer who worked for Modine Manufacturing Company. He is a graduate of SUNY Buffalo.

Rep. Mandy Wright (D-Wausau) is a 6th grade teacher who graduated from St. Olaf College.

pIAW pLANS FOR THE NExT SESSION

Electronic Proof of InsuranceAlthough we are about 60 days away from beginning the next legislative session the PIAW has identified an issue that would benefit our motor vehicle insurance clients—electronic proof of insurance. (Consider showing an officer proof of insurance digitally on your smart phone.)

Converting from the antiquated paper-based system to an electronic display of proof of insurance will save insurance companies the cost of printing and mailing ID cards to all policyholders. It will also save law enforcement, court personnel and our customer’s time and money because they will no longer need to deal with tickets written for drivers who have coverage but failed to put proof of insurance in the car.

Only a few states have, to date, approved a law to solve the insurance customer traffic stop troubles created by: not being able to find (or have) proof of insurance in your car; having an expired proof of insurance unacceptable to the inquiring police officer. The PIAW is having a bill drafted that would solve this problem. We expect the bill to be very well received by P&C companies, other agent groups, and the general public.

Across the Board State Income Tax CutIncome taxes do not directly relate to insurance sales and service. Tax rates do, however, directly relate to the prosperity of our customers. The PIAW is supportive of almost any measure that the state government undertakes to allow our Wisconsin customers to have enhanced spending power.

We are anticipating that a serious discussion will begin very soon regarding a tax cut for Wisconsin citizens. The PIAW expects to participate in that discussion.

Healthcare ExchangesAs a result of the recently concluded Presidential election, the State of Wisconsin must very quickly address the approach it will take in addressing the creation of a healthcare exchange. The PIAW has been, and will continue to, work with state government leaders on a solution that balances benefits with costs and preserves the role of the agent over the employment of new state employees to perform the services provided by agents. n

Legislature

32 DECEMBER 12

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October3&4,2013|MarriottMadisonWest–Middleton,WI16 WI CE (4 are optional Ethics)

visit www.piaw.org or call PIA at 1-800-261-7429

4 Credit CE Day: $65 PIA Member / $90 Non Member8 Credit CE Day: $145 (includes lunch)

2013 CISR, Ethics, E&O, Hot TopicsAnyone Can Attend – No Exam Required for CE!

*Approved for the Utica Premium Discount

FEBRuARy 14 Radisson – Green Bay 8:00 – 4:15 p.m. Things I Wish I knew 40 years Ago: personal & Commercial Lines, E&O prevention, Ethics

(John Dismukes) 8 WI CE, 3 of 8 Ethics - Course #Coming

MARCH 21 Hilton Garden Inn – Milwaukee 8:00 – 11:45 a.m. Legal & Ethical Responsibilites

(Patrick Deem) 4 WI Ethics CE - Course #64288

ApRIL 30 Cranberry Country Lodge – Tomah 8:00 – 4:15 p.m. Things I Wish I knew 40 years Ago: personal & Commercial Lines, E&O prevention, Ethics

(John Dismukes) 8 WI CE, 3 of 8 Ethics - Course # Coming

NOvEMBER 12 Radisson – Green Bay 8:00 – 4:15 p.m. Topcs To Be Determined

(John Dismukes) 8 WI CE

DECEMBER 10 Hilton Garden Inn – Milwaukee 1:00 – 4:45 p.m. Ethics & Legal Considerations

(John Dismukes) 4 WI Ethics CE - Course #61059

For more information & registration options please visit www.piaw.org or call 1-800-261-7429

John Dismukes CIC, CPCU, AAI, AIS

The Hot Topics, also known as

William T. Hold Seminars, are an approved

CISR update option. No dues, no test. Patrick Deem, CIC

DECEMBER 12 33

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AIA Tired PC BACK 11_9_11:AIA 02.10.10 PC BACK 11/16/11 1:35 PM Page 1

Feb 27 • BrookfieldFeb 28 • Madison

8 Wi cE credits course #66250

Course InstruCtor patti gardner

cic, crM, cpcu acuity

•Fundamentals of Commercial Property Insurance

• BuildingandPersonalPropertyCoverageForm

• CausesofLossForms

• Basics of Time Element Insurance

• BasicsofCommercialInlandMarineInsurance

CLASS SCHEDULEInstruction 8:00 a.m. – 3:45 p.m.Group Lunch 12:00 p.m. – 12:45 p.m.Optional Exam 4:15 p.m. – 5:15 p.m.

INSURING COMMERCIAL PROPERTY Commercial property insurance is one of your business customers’ greatest concerns. You’ll improve your cross-selling abilities with up-to-date knowledge of commercial property coverage, and reduce E&O exposures. This course gives you the skills to address these issues with greater ease and confidence.

$145 Per Course

Register at www.piaw.org

or call 800-261-7429

certified insurAnce service representAtive

Open to Anyone!

34 DECEMBER 12

Maple Valley Mutual’s vision is to be the best smaller

mutual insurance carrier in northeastern Wisconsin.

This means providing exceptional service and top-notch

products to our Agents and Policyholders/Owners

while maintaining the Company’s excellent financial

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•WellEstablished,CompetitiveFarmownersProgram

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For more information Contact

Al Schuettpelz, President, at: al@maplevalleymutual.com | 800-23MAPLE | www.maplevalleymutual.com

Writing Territory

Northeastern Wisconsin

MAPLE VALLEY MUTUAL Insurance Company

“The Promise You Can Trust”

DECEMBER 12 35

20935 Swenson DriveWaukesha, WI 53186www.partnersmutual.com an affiliate of Penn National Insurance

M U T U A L I N S U R A N C E

the agent is our customer

For information about becoming a Partners Mutual Insurance agent, please contact our marketing department at

Schumann.Lyn@PartnersMutual.com

Where Better Service Matters Since 1931

►We strive to provide one-stop shopping to our agents by meeting both their Personal and Commercial Lines insurance needs.

►All our initiatives are focused on making it easy to do business with us, with the goal of helping our agents grow their revenues.

►Wefirmlybelievethattheindependentagentmodel is the best distribution channel for our products both today and in the future.

Client: Rockford Mutual InsuranceJob#: 228585 • Product ID: --- • Flat Size: 3.625” x 5”Colors: Black • Modified By: PMHFile Location: PrepressMAIN:Active:R:Rockford Mutual Insurance Company_RMIC:RMIC-Ads:RMIC-Ad_3-625x5_WI Professional:WIP:RMIC-Ad_3-625x5_WI ProfessionalComments:

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When the unexpected happens...When the unexpected happens...

Contact our Marketing Department at 815-489-3158Rockford Mutual Insurance CompanyP.O. Box 5626 • Rockford, IL 61125

www.rockfordmutual.com

ROCKFORDMUTUAL I N S U R A N C E C O M P A N Y Putting Lives Back Together

Since 1896

SM

36 DECEMBER 12

A

Utility ServiceCoverageby Marjorie Raguia, PIAW Agents Services Committee

Consider this. You are the proud owner of a local watering hole that has a great beer-battered Friday fish fry. It’s Friday at 2pm and while you’re in the kitchen doing the prep work for the busiest night of the week, you suddenly find yourself standing in the dark.

AAfter whispering a few mild expletives, you go to investigate. As you walk towards your business partner, you give him a glare. He then promptly states “yes, I did pay the bill”. On your way to check the power source, your cell phone rings. It’s the florist across the street. He asks you if you are without power. He proceeds to tell you that a construction crew a quarter mile down the road, inadvertently hit a power line. After a few more whispered expletives, you hang up and then call your insurance agent.

Switch roles. You are now the agent on the other end of that phone call. Have you properly insured your client against off-premise utility interruptions? Will damage to your insured’s property be covered? Is there any Business Income/Extra Expense coverage available?

If the policy was written on standard ISO BOP or CPP forms there will be a gap in coverage with regard to off-premise utility interruptions, unless you added some key endorsements.

y THE FIRST ENDORSEMENT IS uTILITy SERvICES – DIRECT DAMAGE (Bp 04 56 OR Cp 04 17). This endorsement consists of a schedule of the property that is to be covered, the limit of insurance, which utility failure coverage is applicable (i.e. water, communication, and/or power, and whether overhead transmission lines are included.)

y THE SECOND ENDORSEMENT IS uTILITy SERvICES – TIME ELEMENT (Bp 04 57 OR Cp 15 45). This endorse-ment has a schedule similar to that of the Direct Damage form.

With an ever increasing demand for Utility Services Coverage, many insurers are now broadening their enhancement forms. To have a competitive advantage, some are simply including off-premise power utility interruption coverage, while others eliminate the waiting period before Business Income coverage will begin. Since this will vary from one carrier to another, one must be sure to familiarize themselves with carrier specific coverage forms.

Determining what coverage is needed involves a thorough analysis of your client’s business operations. For example, does water play a significant role in the manufacturing of their product? If yes, then an interruption of this utility potentially could pose a loss of business income. Perhaps the business has machinery that requires a steady flow of water to run properly. Running the equipment without water may cause damage to the machinery. There is no shortage of examples where the interruption of a utility service could cause a loss to a business.

Now, back to that phone call. You explain to your client that you made sure proper coverage was in place for just this kind of event. You remind him of the endorsements that you and he discussed when the policy was first issued. As you begin to review the specific s of the coverage, he interrupts you. “Well, whadda ya know? The power is back on.” Click. Whew. Job well done. n

DECEMBER 12 37

Coverage

GERMANTOWN MUTUAL INSURANCE COMPANY W209 N11845 Insurance Place PO Box 1020 Germantown, WI 53022-8220 Phone (262) 251-6680 Fax (262) 623-3130 www.gmic.comSERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854

With Continental Western Group® in your backyard, you have the comfort of knowing we are responsive to your needs and the confidence of knowing we are dedicated to our partnership! Call Fritz Weitendorf, our Wisconsin Representative at 1-877-643-0219 ext 3828.

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Right in your backyard!

Money is one of the most important subjects of your entire life. Some of life's greatest enjoyments and most of life's greatest disappointments stem from your decisions about money. Whether you experience great peace of mind or constant anxiety will depend on getting your finances under control. — Robert G. Allen

The real measure of your wealth is how much you'd be worth if you lost all your money.— author unknown

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38 DECEMBER 12

10, 11 CISR COMMERCIAL CASUALTY #2 Brookfield, Green Bay (8 WI CE)

April

20

13

1 CPIA Green Bay (7 WI CE)

1-3 CIC LIFE & HEALTH Green Bay (20 WI CE)

May

20

13

12-13 CIC/RUBLE Green Bay 16 WI CE (4 of 16 optional Ethics)

14 WILLIAM T. HOLD Green Bay (8 WI CE–3 are Ethics)

27, 28 CISR COMMERCIAL PROPERTY Brookfield, Madison (8 WI CE)

Febr

uary

20

13

16 CPIA 1 POSITION FOR SUCCESS Madison (7 WI CE)

16-18 CIC AGENCY MANAGEMENT Middleton (20 WI CE–4 are Ethics)

30-31 WINTER GET-AWAY Minoqua (CE Available)

Janu

ary

2013

13, 14 CISR PERSONAL LINES Fond Du Lac, Rothschild (8 WI CE)

20-22 CIC COMMERCIAL PROPERTY Milwaukee (20 WI CE)

21 ETHICS Milwaukee (8 WI CE)

Mar

ch

2013

OFFICERS DIRECTORS STAFFMs. Tracy A. Oestreich, CIC, AU, CPIA PresidentAnderson Ins. Associates, Inc.W177N9856 Rivercrest Dr., Ste. 215Germantown, WI 53022Phone 262-789-8500Fax262-754-6038tracyo@iaanetwork.com

Mr. Jeff J. Glass, Vice PresidentA.F. Glass Insurance AgencyPOBox1149 LakeGeneva,WI53147Phone262-248-5555Fax262-248-5544jglass@glassinsurancecenter.com

Ms. LouAnn Herriges, CIC, CISR TreasurerJohannesen-Farrar Inc.POBox347 Delavan, WI 53115Phone 262-728-2631Fax 262-728-2312louannh@jfinsurance.com

Mr. Rick Clements, LUTCF, MDRT SecretaryClements Ins. Agency, Inc.317 N. 6th St.Wausau, WI 54402Phone 715-842-1664Fax 715-848-3337rick@clementsagency.com

Ms. Mary J. Czaja, CICPIAW National DirectorCIS GroupPO Box 321Tomahawk, WI 54487Phone 715-453-3366Fax 715-453-3951mary@cisgrp.com

Mr. John W. Klinzing, CIC Affiliated Ins. Agencies of WI, LLC3830 Atwood Ave.Madison, WI 53714Phone 608-310-3924Fax 608-441-8787johnk@affiliatedllc.com

Mr. Brian MacGillis, CPIAMacGillis Agency, Inc.13745 W. Capitol DriveBrookfield, WI 53005Phone 262-790-0000Fax 262-790-0004brian@macgillisinsurance.com

Ms. Kathy M. Mulder Nolan Insurance Agency LLC PO Box 238 Brandon, WI 53919 Phone 920-346-2241 Fax 920-346-5600 kmulder@nolanins.com

Mr. Trey Neher, CIC, CISRTHZ Insurance Group 420 E. Northland Ave.Appleton, WI 54911Phone 920-730-0123Fax 920-833-6870tneher@thzins.com

Mr. Steve RodgersRodgers Agency400E.CedarSt.Pulaski,WI54162-8828Phone 920-822-3695Fax 866-716-1007stever@rodgersagency.com

Mr. Dennis Rupers, CIC, CISRDon Rick, Inc.POBox465Portage, WI 53901Phone608-742-5548Fax608-742-5540dennis@don-rick.com

Ms. Kori SagenSagen & Associates1002 1st Center AvenueBrodhead, WI 53520Phone 608-897-9100Fax 866-803-5135kori@sageninsurance.com

PIA of Wisconsin, Inc.6401OdanaRoadMadison WI 53719Phone:608-274-8188TollFree:800-261-7429Fax:608-274-8195TollFreeFax:866-203-7461www.piaw.org

Ronald Von Haden, CICExecutive Vice Presidentrvonhaden@piaw.org

Mandy BehrensAdministrative Assistantmbehrens@piaw.org

Darcy BrownMember Benefits Coordinatordbrown@piaw.org

Heather Falk, CISRBookkeepinghfalk@piaw.org

Becca PrestbrotenSpecial Project Coordinatorbprestbroten@piaw.org

Brenda SteinbachEducation & Convention Directorbsteinbach@piaw.org

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC.

Professional Insurance Agents of Wisconsin, Inc.6401OdanaRoad•Madison,WI53719

(608)274-8188•(800)261-PIAW•FAX(608)274-8195•TOLLFREEFAX:(866)203-7461www.piaw.org

MEMBERSHIP APPLICATIONAgency Name ______________________________________________________________________________________________________________

Street Address ______________________________________________ PO Box ______________________________________________________

City, State, Zip ______________________________________________ County ______________________________________________________

Phone ______________________________________________________ FAX_________________________________________________________

E-mail Address ______________________________________________ Website Address _____________________________________________

Primary Contact Information:The Primary Contact will receive a copy of the Wisconsin Professional Agent magazine and all mailings from PIA State and National. The Primary Contact will have voting privileges at both PIA State and National.

Name & Designation DOB Gender Employment Status Part-time Magazine Nat’l Voting Privilege

o Male o Licensed Owner o

INCL INCL o Female o Licensed Producer

Agency Information:

Agency Type:o Sole Owner o Partnership o Corporation Other Association affiliated with ____________________________

Top 3 P&C Companies (list in order) 1) _________________________ 2) _________________________ 3) ___________________________

Which Agency Management System are you using____________________

E&O Carrier ______________________________________Exp. Date _____________ Annual P&C Prem. Vol._____________________________

Calculate Membership Amount Due:Part-time employees count as one-half. If count ends in half, drop half.

#Owners_________+#Producers_________+#Licensedstaff_________+#Unlicensedstaff_________=Total Agency Size ______________

Total Amount from Dues Schedule $ ______________DUES SCHEDULE

Total Agency Size $Amount Total Agency Size $ Amount 1 335 16 890 2 375 17 930 3 415 18 965 4 450 19 1005 5 490 20 1030 6 525 21 1070 7 570 22 1105 8 605 23 1145 9 640 24 1180 10 675 25 1220 11 710 26 1255 12 750 27 1295 13 780 28 1330 14 815 29 1370 15 855 30&Over 1400I certify that the information on this application is true and correct.

Signed ______________________________ Dated ______________________

Send: o Check o MC o VISA o DIS o AMEX

Card No. ________________________________________________________

Exp. Date ________________________________________________________

Name as it appears on card: _________________________________________________

Billing address if different from above:

__________________________________________________________________

__________________________________________________________________

Payments to PIA are not deductible as charitable contributions for federal income tax purposes. However, they may be deductible under the provi-sions of the Internal Revenue Code as a business expense.

6401OdanaRoadMadison, WI 53719

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