December 5, 2013 In this Issue ...

MAIA News: 1 - 2 • MeetYourNewBoard ofDirectors • NewMAIALogo 2

projectcap News: 3 - 4 •PiecesComeTogether•FromtheBlog

DOI News: 5 •DOIAnnouncesElectronicFilingofSpecialBrokerForm

CAR/MAIP News 5•CARHoldsAnnualMeeting

MAIA Education News: 5•MAIAAnnouncesVeteran‘s RecognitionDiscount

E&O Update: 6•TimeforanE&ORealityCheck

•RMV News: 7 ThisJustIn

Thanks Company 7 Partners

MAIA News: Meet Your New Board of Directors ...

MemberspresentattheMAIAAnnualMeeting,heldduringTheBIGEvent,electedthenewMAIAOfficersandDirectors.

Chairman-Elect

Raymond Sirois, AAI, is PersonalLines ManageratMartini InsuranceAgency,Inc. inWoburn.

Secretary-Treasurer

Glen E. Davis,CIC,is SeniorVicePresident ofProviderInsurance Group,Inc.in Needham

Immediate Past Chairman

Richard A. Perrasis Presidentof Finck&Perras Insurance Agency,Inc.in Easthampton.

Faith E. Canario,CIC, isVicePresident/ PartnerofBraley& WellingtonInsuranceAgencyCorp.inWorcester.

Joan DeCoste,CPCU, CIC,LIA,isCo-owner ofWalterMay InsuranceAgency,Inc. inHingham.

Chairman of the Board

Thomas F. Skelly,Jr.,CIC, LIA,isVicePresidentof SalesandOperationsof DelandGibsonInsurance AssociatesinWellesley.

Vice Chairman

G. Lee Gaudette, III, CPCU,AAI, isPresident ofGaudetteInsurance Agency,Inc.in Whitinsville.

State National Director

Raymond D. Gallant isPresidentofGallant InsuranceAgency,Inc.inActonandL.F.RobbinsInsurance AgencyinPepperill andTownsend.

Beth Sylvia Caldwell, CIC,isChief OperatingOfficer ofSylvia&Company InsuranceAgency, Inc.inDartmouth.

Ben Cavallo isOwnerofC&SInsurance Agency,Inc.in Mansfield

Directors

2

MAIA News ... continued from page 1

Directors

Thom DePaulo, CIC, is PresidentofMeridianInsurance Agency,LLC,inEast Boston.

Edward J. Julianois PresidentofP.S.Dolan InsuranceService,Inc. inBrockton.

Daniel T. Morse, CICisPresidentof MorseInsurance Agency,Inc.inNorth Easton.

John R. Sweeney, CIC,CISR,isOwner ofJohnR.Sweeney InsuranceAgencyin WestSpringfield.

George F. Doherty, CPCU, CIC,AAI,MBA, is a Principal of TheCorcoranHavlinInsuranceGroup inWellesley.

Ely Kaplansky,CIC, CPIA,LIA,isPresident ofKaplansky Insurancein Brookline.

Dennis F. Murphy, III,CPCU,CLU,ARM, CFP,isTreasurerof D.F.MurphyInsuranceAgency, Inc.inHudson.

Stephen Tarpey, CIC,CPCU,is VicePresidentof TarpeyInsurance Group,Inc.inSaugus.

Carl Goveia,CIC,is CommercialLines ManagerofBenson, Young&Downs InsuranceAgency, Inc.inProvincetown.

John F. Koegelis ExecutiveVice PresidentofEastern InsuranceGroupin Natick.

Steven P. Roy, CIC,isaPrincipalatElliott,WhittierInsuranceServices,LLCinDanvers

John Woods,Jr., CPCU,isPresident ofThomasJ.Woods InsuranceAgency, Inc.inWorcester.

ThesemembersoftheindependentagencycommunityareyourelectedrepresentativesontheMAIABoardofDirectors.PleasefeelfreetocontacttheBoardmemberinyourareaifthereisanissueyouwouldliketheMAIABoardtodiscuss,oryoucancontacttheMAIAstaffwithyourquestionsorcomments.YoucancalltheMAIA officesat800.972.9312or508.634.2900oremailusatinfo@massagent.com.

More MAIA News:New MAIA Logo ...ThecurrentMAIAlogo,inusesince1997,willbephasedoutbeginningnextmonth.Initsplacewillbeanewly-designedlogo(shownbelow)whichreflectsthedesignoftherelativelynewIndependentInsuranceAgentlogoandtheconsumerbrandTrustedChoicelogo(bothbelow).TrustedChoice.comisthegatewaytoboththeagentlocatorandthecomparativeratingfunction(notyetavailableinMA)forProjectCAP.YouruseofoneofthetwologostiedtoTrustedChoicewillidentifyyouragencyasaTrustedChoiceIndependentInsuranceAgent.

December 5, 2013

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projectcap News:projectcap Pieces Come Together ...

ThepiecesoftheTrustedChoice.comandprojectcapcomparativeratingfunctionalityarebeginningtocometogetherinanticipationofasecondquarter2014launchinMassachusetts.

InOctober,BostonSoftwareandprojectcap enteredanagreementtohaveBostonSoftwarebethecomparativerating vendorforprojectcap inMassachusetts.Thisagreementbringsonboardtheprojectcap teamaratingpartnerwhichhasgainedtherespectandtrustofboththeagentandinsurercommunitiesinthestate.

Lastmonth,MAIAandprojectcap begandiscussionswithcompanieswritingpersonallinesinMassachusettsinanefforttohavethesecompaniesagreetoparticipateinthecomparativeratingportal.Whilediscussionscontinuewithsomecompa-nies,we‘repleasedtoadviseyouthatHanover,MAPFRE/Commerce,Norfolk&Dedham,PlymouthRockandSafetyInsurancehaveagreedtoparticipateintheportal.WithNationalGrangeandSafecoInsuranceamongtheoriginalcompanyinvestorsinprojectcap,theirparticipationontheportalinMassachusettsisexpected.Weanticipatethatothercompanieswillbecomingon-boardsoon.

ManypositivechangeswerereportedduringourmostrecentbriefingwiththefolksfromprojectcapandTrustedChoice.com.OneofthemostcommonconcernsofMAIAmembersaswellasIIABAmembersacrossthecountrywasthe“pay-per-lead“modeloriginallyproposed.

OnJanuary1,2014,thenewTrustedChoice.comwillconcludeitsinitialfreetrialperiodofenrollment.Inresponseto overwhelmingfeedbackfromagentsandstateassociations,TrustedChoice.comwillsimultaneouslytransitionawayfromthepay-per-leadmodelthatwasoriginallyproposedandmoveinsteadtoamuchsimplermonthlysubscriptionmodel.

Thenewmodeloffersagentsasimplechoiceoftwosubscriptionplans--abasicplanthatisfreeandapremiumplanthat comeswithalow,flatmonthlyfee.Agenciescanevaluatebothplansandmakeaninformeddecisionaboutwhichoptionbestfitstheirbusiness.Goingforward,agenciescanalsoswitchbetweenplans,asandwhentheychoose.

Basic SubscriptionTheBasicsubscriptionisfree.Asthenameimplies,itfeaturesabasiconlineagencylistingcreatedautomaticallywith informationfromtheirIIABAfile.ThisprofilewillbesearchableunderthepopularFindanAgentsectionofTrustedChoice.comandinclude:

• AgencyName• StreetAddress&ContactPhone• DefaultPositioning• UnlimitedFindAgentProspectsatNoAdditionalCharge

Advantage SubscriptionTheAdvantagesubscriptionisavailableforaflatmonthlyfeeperlocation.Advantagesubscriberswillreceiveanumberofadditionalbenefitsandcanparticipateinleadsthatcomefrombothofthesite’sprimaryleadgenerators–FindanAgentandGetaQuote.Afulllistofbenefitsincludes:

• EnhancedProfile• EmployeeStaff• ClientTestimonials• TypesofInsurance• AgencyServices• CarriersRepresented• HoursofOperation• YearFounded• AdditionalLanguages• SocialMediaLinks• CustomLogoorImage• AgencySlogan• AgencyPositioningStatement

• PremiumPositioning Betterpagerankinconsumersearchresults

• IncreasedScreenSpace Tallerdisplayareainsearchresultsshowsgreaterdetailanddemonstratesspecificexpertise

• NotificationofProspectInterest ImmediateemailnotificationandaccesstoprospectaccountinProspectCenter

• DisplayinComparativeRatingResults OnlyAdvantageagencieswillbedisplayedduringthecomparativeratingworkflow

• UnlimitedProspects UnlimitedleadsfromFindAgent,GetaQuoteandphoneinquiriestoTrustedChoice.com

• AdvantageContentandEducation AccesstotheprojectcapMarketingContentandEducationmodules

December 5, 2013

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projectcap News ... continued from page 3

Introductory OfferGiventhebenefitsoftheAdvantagesubscriptionanditsunlimitedpotentialforgeneratingonlineleads,thesubscriptionrateforthislevelofparticipationinTrustedChoice.comhasbeensetat$75permonth.However,asawayofthankingearlyparticipants,projectcapisofferingallTrustedChoiceagenciesanopportunitytolockinaspecialdiscountrateofjust$29 per month for all of 2014.But this offer must expire December 31, 2013.

EffectiveJanuary1,theAdvantagesubscriptionratewillincreaseto$39 per monthforJanuaryenrollees,andwillcontinuetoriseatregularintervalsthroughouttheyearuntilitreachesthefullrateof$75permonth.Butagencieswillenjoythemonthlyratethatisineffectatthetimeoftheirenrollmentforthefull2014calendaryear.So,thesooneryouenroll,the betteritisforyou.

Choosing the Basic SubscriptionAllTrustedChoiceagentsareautomaticallyenrolledintheBasicsubscription.Agentswhowishtoparticipateatthislevelneednottakeadditionalaction--otherthantoupdatetheirTrustedChoice.comprofile(seebelow).

Choosing the Advantage SubscriptionAgentswishingtoenhancetheirvisibilityonTrustedChoice.commustactivelysignupforthenewAdvantagesubscription.

• Agenciesthathavealreadycreatedandpublishedenhancedprofilesshouldlogintoprojectcapmarketing.com, acceptthenewTerms&Conditionsandconfirmtheirpaymentinformation.Sincetheseagencieshavealready providedalltheinformationneededfortheirAdvantageprofile,therewillbenoadditionaldataentryrequired.

• Agenciesthathavenotpreviouslycreatedorpublishedenhancedprofileswillberequiredtologin,accepttheTerms&Conditions,providepaymentinformationandentercompletecontentfortheirAdvantageprofile.

Duringthenextweekorso,projectcaprepresentativeswillcontactcurrentprojectcapparticipantstoexplainthenewsubscriptionmodel.

Thelastandmostimportantpiecetoputprojectcap togetherisyou.Ifyouhaven‘talreadydoneso,pleasetakeafew minutestoupdateyouragencyprofileonBOTHtheTrustedChoice®andprojectcapwebsites.Clickhereforstep-by-stepinstructions.

More projectcap News:From the Blog ...

5 Keys to Content Curation

WrittenbyLindseyFeiner

Contentaboundsontheinternet.Betweensocialmediachannels,blogsandwebsitesitcanbeinformationoverload.Whatisthebestwaytosortthroughthecontentandutilizeitresponsiblyandrespectfullywhilestillusingittoyouradvantage?ReadMore »

10 Content Ideas to Unwrap for December

WrittenbyLindseyFeiner

It’sthemostwonderfultimeoftheyear!!It’salsothebusiest;withholidaystocelebratewithfamily,endoftheyearprojectstofinishupandofcourseNewYear’sEveresolutionstoplan.Don’tletyourcontentplanningfalltothewayside.Checkoutthese10greatideastogetyoustartedReadMore »

December 5, 2013

5

DOI News:DOI Announces Transition to Electronic Filing of Speacial Broker Form BR-7 ...

ToincreaseefficienciesandreduceexpensesincurredbySpecialBrokersinthesubmissionoftheFormBR-7-Affidavitby Insured(alternatively“Affidavit”)totheDivision,theDivisionhasadoptednewandimprovedproceduresforfilingtheseforms.EffectiveJanuary1,2014,theDivisionwillacceptelectronicimagecopiesoftheFormBR-7-AffidavitbyInsuredasexplainedbelow.

Inbrief,theDivisionhasestablishedanelectronicmailboxtowhichscannedcopiesoftheFormBR-7-AffidavitbyInsuredshallbee-mailedbyallSpecialBrokersdoingbusinessintheCommonwealth.Goingforward,original“wetsignature”copiesoftheFormBR-7-AffidavitbyInsuredshallberetainedbytheSpecialBrokerinsteadofbeingmailedtotheDivision.Thenewfilingproceduresareasfollows:

1. TheSpecialBrokerwillcreateelectroniccopiesoftheoriginalFormBR-7-AffidavitbyInsuredandgivethescannedcopiesafilenamethatcontainsthenameofthebrokerplusthedateofthee-mailtotheDivision.Forexample,if“SmithBrokers”istotransmitafileonOctober12,2013,thefilenamewouldbe“SmithBrokers101213”.Duetocapacity limitations,asinglefileshouldcontainnomorethat50scannedAffidavits.Iftherearemorethan50Affidavits,additionalfilesmustbecreatedwithasuffixaddedtothefilename,e.g.“SmithBrokers101213Part2”.

2. ThefilecontainingthescannedAffidavitsshouldthenbee-mailedtotheDivision’sSpecialBrokerMailBoxAddresswhichisspecialbrokeraffidavits@state.ma.us.OncereceivedbytheDivision,amessageacknowledgingreceiptofthetransmissionwillbee-mailedtothesendingbroker.

3. ItistheresponsibilityoftheSpecialBrokertomaintainacompleteandorderlyfileoftheoriginal“wetsignature”copiesoftheFormBR-7-AffidavitbyInsuredtobemadeavailableforinspectionorauditbytheDivisionatanyreasonabletime.

4. InquiriesreceivedbytheDivisionrequestingpolicyinformationrelatingtoaspecificFormBR-7-AffidavitbyInsuredwillbereferredtotheSpecialBrokerforresponse.

5. PleasedirectanyquestionstoFrankPesco,SeniorExaminer,SurplusLinesAuditPhone:617.521.7415

CAR/MAIP News: CAR Holds Annual Meeting ...

Onunanimousvotes,theCARGoverningCommitteere-electedM.JohnOlivieri,Jr.,ofJ.K.OlivieriInsuranceAgency,Inc.asChairmanandDavidH.Cochrane,ofMAPFREU.S.A.CorporationasViceChairmanoftheGoverningCommittee.Additionally,the2013AnnualReportwasacceptedbytheGoverningCommittee.The2013AnnualReportisavailableonCAR‘swebsitebyclickinghere.

MAIA Education News:MAIA Announces Veteran‘s Recognition Discount ...IfyouareaveteranoftheUSArmedForces,wewouldliketosay“ThankYou“foryourserviceandofferyouaspecialdiscount.The“Veteran‘sRecognitionDiscount“offerforMAIAmembersisaspecialpackagepriceof$225forthree(3)1-dayclasses(regularmemberpriceis$95.00perclass)--that‘sjustovera20%savings!Ourveteran‘sdiscountappliestogeneral1-dayclassesandclassesforTenComponentstoCommercialLinesCompetenceandSevenStepsto PersonalLinesSuccesscertifications.Youmaynotusethediscounttowardsclassesforany designationprograms.Simplypay$225.00inadvanceperyear**forupto3years...withNO commitmenttorenew.ClickheretoviewMAIA‘s1-dayclassesthatqualifyforVeteran‘s RecognitionDiscount.

Wehopethisspecialofferwillhelpyouwithyourcontinuingeducation(CE)requirementsand giveyouafinancialbreak!AslongasyouremainamemberofMAIAandattendthree(3)1-dayclassesinoneyear,itassuresyouthatyou‘llstaycurrentwithyourCE.(ItdoesassumethatthisisNOTyourfirstthreeyearsoflicensure;ifthat‘sthecase,thenyouwillhavetotakeoneormaybetwomoreclassestoreachtherequired60credits.)

Toverifyyourveteran’sstatus,wewillneedacopyofyourmilitaryID-or-yourDD214dischargeformsentto ckocur@massagent.com.TotakeadvantageoftheVeteran‘sRecognitionDiscount,pleaseorderitfromtheboxbelowandpayonlinewithacreditcard.Oncepaid,pleasecontactAssociationEducationat800.222.2699oremailinfo@massagent.comtotelluswhich1-dayclassesyouwouldliketoattend.

Ifyouhaveanyquestions,pleasecontactHeatherKramer,CIC,VPofTrainingbyphoneat800.222.2699orbyemailherathkramer@massagent.com.

**TheVeteran‘sRecognitionDiscountisforMAIAmembersonlyandisnotapplicabletowardsdesignationprogramsorlicensingcourses.Youmusttakeyourthree(3)1-dayclasseswithinayear‘stimeandnorefundswillbegiven.

December 5, 2013

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E&O Update:Time for an E&O Reality Check

byCurtisM.Pearsall,CPCU,AIAF,CPIA President–PearsallAssociates,Inc

andSpecialConsultanttotheUtica NationalE&OProgram

Animportantcomponentoferrors-and-omissionsloss preventioninvolvescontinuousimprovement.ThisisanidealtimeofyearforagenciesandtheirstafftoassesstheleveloftheirE&Ocultureandcommitment.Insomerespects,makingthisassessmentiseasiersaidthandone.PerhapsamoreappropriatewaytolookatitiswhetheryouragencyisabetterE&Orisktodaycomparedtothesametimeayearago.Honestyiscriticalforthisexercisetohaveanyrealbenefitfortheagencyandeachstaffmember.

Manyissuesfactorintomakingthisdetermination, includingstaffeducation,customereducation,enhanceddocumentationexpectations,producertraining,file auditing,etc.Theoverwhelmingmajorityofagenciesinarecentindustrysurveyindicatedtheymadeasubstantialimprovementoverthepreviousyear.Whataboutyouragency?

HerearesomeimportantareastohelpyouandyourstaffassesstheE&Ocultureandcurrentlevelof commitment.

Does management “walk the walk” and “talk the talk?”

Aninsuranceagency’sE&Oculturestartswithits managementandleadership.Itisimperativethatthestaffseesandfeelsthatmanagementiscommittedtoastrongerrors-and-omissionscultureasthiscommitmentwill heavilydrivestaffbehavior.Withoutthiscommitmentonthepartofmanagement,itisdoubtfultheagencycanachievethedesiredlevelofE&Ocommitment.E&Oisa seriousissuerequiringan“allin”commitmentbyeverystaffer--andthatstartsatthetop.

Is each staff member committed to a strong E&O culture?

Agenciesdon‘tmakemistakes,peopledo.Inmany respects,anagency’sE&Ocultureisonlyasstrongasitsweakestlink.Doesyouragencyhaveaweaklink?Nowis asgoodatimeasanytostrengthenyourE&Oculturebyidentifyingand“fixing”thatlink.AlthoughproducersandCSRsaretraditionallythemaindriversofE&Oclaims, virtuallyeveryoneinanagency,includingthereceptionistandclaimsteam,hasthepotentialtocause–andactuallyarecausing–E&Oclaims.

Does each employee have the necessary technical proficiency?

Thisisakeycomponentforallstaffmembers.Afterall,yourcustomerscountonthestaff’sexpertiseonawiderangeofinsurancematters.Agencyleadershipshouldidentifyopportunitiesfortechnicaltrainingforeachemployee. Asyoudevelop2014goalsforthem,includethese “educationgoals”asapartofeachperson’sannual performancereview.

Are your customers more educated today?

Manyagencieswouldcontendthatthebestcustomerisaneducatedcustomer.Withinthelastyear,hasyouragencyundertakenorenhancedacampaigntoeducatecustomersonvariouscoveragesandhowthesecoveragesrespond?Therearemanyapproachestotake,includingproducinganewslettertosendtocustomers.Howaboutaweekly“DidYouKnow?”e-mailblast?Thiscanbeeffectivebecauseshortermessaginghasagreaterchanceofbeingread.

Thereisn’tashortageoftopics,either.Considerstartingwithseasonalissues(Valentine’sDay,kidsgoingtocollege,boating,etc.)andthecoverageexposureseachpresents.

Anotherusefulapproachisperforminganannualagencyreviewforeachcustomer.Thiswillhelpcustomers understandtheircoveragesandmayalsoidentifyany exposuresthatarenotproperlyinsured.Whileitmaybe difficulttohaveadedicatedconversationwitheach customer,atleastmaketheoffer.Manyagenciessend everypersonallinescustomerachecklisttoreview,withtherequestthatthecustomercontacttheagencyforfurtherdiscussiononsomepossibleuninsured exposures.

What’s the quality and timeliness of your file documentation?

Therearetwogoodrulesofthumbfordocumentation:1. Itshouldbeatalevelenablinganotherstaffmember

toreviewitandeasilyidentifyanyissuesoropenitemsinthecustomer’sfile.

2. Don’tputanythinginafileyouwouldn’twantajurytoread.

Howdoesyouragencyfiledocumentationmeasureup?

Are you auditing the files?

TotrulyassesstheE&Ocultureandcommitmentoftheagencystaff–andhowwellthevariousagencyproceduresarebeingadheredto–reviewtheirfilesandthedetaileachcontains.Developanauditformaddressingthemain issues,performperiodicreviewsofapre-determined numberoffilesforeachstaffmember,andthenmeasuretheresults.ThiswillshowthecommitmentthattheagencyhastowardastrongE&Oculture.

How well are you holding your customers responsible for their insurance decisions?

Possibleapproachesinclude1)providingoptionsforthecustomertoconsiderandrequiringthecustomertosignoffonthecoveragesandlimitsselectedandrejected,and2)sendingacoverletterwiththepolicytothecustomerrequestingthatthecustomerreviewthepolicyandadviseyouragencyofanyquestionsorproblems.

Was2013agoodyearintermsofyourE&Ocultureandcommitment?DoesyourstaffbelievetheE&Ocultureisstrongernow?Doarealitycheck.Itmightbeagreatconversationtohaveatanupcomingstaffmeeting.

December 5, 2013

7December 5, 2013

RMV News:This Just In ...

AswewenttopresswiththiseditionofTheMassachusettsAgent,thefollowingpolicyupdatearrivedinouremail.WearesharingtheactualtextofthepolicyupdatefromtheRMVnowandwillelaboratemore,particularlyonsomeresearchwe‘redoingonthefineforemployinganunlicensedoperator,andtheDecembereditionof RegistryNews.

BeginningonDecember1,2013,anew$5surchargewasaddedtothefineforcivilmotorvehicleinfractions(CMVIs)thatarefromChapters89and90oftheMassachusettsGeneralLaws(MGL).CMVIsareviolationsthatarenoncriminal,suchasspeedingornotobeyingtrafficsigns.

Parkingviolations,CMVIsthatarenotfromChapter89or90oftheMGL,andcriminalviolationsarenotincludedandthe$5surchargewillnotapplytothem.

New Surcharge

Thenew$5surchargewillsupportthePublicSafetyTrainingFund.ItwillbeaddedtoallCMVIviolationsfromChapters89and90oftheMGL.

Theremaybemultipleviolationspercitationandthenewsurchargewillbeaddedforeachviolationonthe citation(upto$20foracitationwithfourviolations).Asaresultofthisnewsurcharge,therewillbealotoffineswithamountsof$55,$105,etc.

Increased Fine for Employing an Unlicensed Operator

AlsotakingeffectonDecember1,2013,thefineforanemployeremployinganunlicensedoperatorforapositionthatrequiresdriving(Chapter90,Section12AoftheMGL)increasesfrom$500to$1,000.

Asalways,pleasefeelfreetocontactDonnaMcKennaorKathyCormierbyphoneat800.972.9312or508.634.2900orbyemailatdmckenna@massagent.comorkcormier@massagent.com ifyouhavequestionsorneed additionalinformationregardingthisRMVpolicychange.