Missouri Agent March-April 2013

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For more details, contact your Business Development Manager or Customer Service at 1.800.442.0593 or [email protected]

The MEM DifferenceMissouri Employers Mutual has established itself as a consistent, credible resource for your clients’ work comp needs.

With 18 years of market leadership, we have earned our reputation of offering competitive rates combined with exceptional service and our personalized approach to workplace safety. And we’re just getting started.

For a true work comp partner for you and your clients, contact MEM, Missouri’s No. 1 provider of workers compensation.

www.mem-ins.com

WHAT DO YOU EXPECT FROM YOUR WORK COMP CARRIER?

www.worksafecenter.com

march-april 2013 missouriagent 3

contentsSpecial Focus: MAIA Associate MembersHappy Anniversary MAIA Partner Program 28MAIA Associate Member Directory 29

Truth Be Told: Agency-Carrier Relationships 7An Underwriter Story 17Young Agents Conference 20Staff Profile: Emily Koenigsfeld 35New Year, New Laws, New Obligations 36TC Marketing Reimbursement Program Expanded 43

AdvertisersACUITY 46AmTrust North America 18Anthem BCBS 8Anthem Workers’ Compensation 38Big “I” Flood 34Bituminous Insurance Cos. 15Bohrer-Croxdale & McAdoo 10Burns & Wilcox 4Cameron Insurance Cos. 16Capital Premium Financing 26EMC Insurance 25, 27FCCI Insurance Group 13Foremost Insurance Group 14Grinnell Mutual 55Imperial PFS 45

DepartmentsFrom the President 5Legal Side 9Technology 11Errors & Omissions 23Technicalities 39

From the DIFP 44Regulatory Actions 50Agency News 53Company Partner News 54Classifieds 54

missouriagent

3315 Emerald Lane, P.O. Box 1785, Jefferson City, MO 65102-1785 • 800-617-3658 in Mo. Phone 573-893-4301 • FAX 573-893-3708E-mail: [email protected]: www.missouriagent.org

Publisher Larry CaseEditor Amy J. Hoffman, AIPAdvertising Manager Amy J. Hoffman, AIP

Officers of the MAIAPresident Doug Clift, CIC, St. LouisPresident-Elect Brian Harrison, CIC, ColumbiaVice President Louis Landwehr, CIC, CRM, Jeff CitySec’y-Treasurer Randy Baker, Kennett IIABA National Director Mitchell C. Mills, CWCC, ClintonPIA National Director Richard Minor, CIC, Hannibal Past President Byron Robison, Springfield

Board of DirectorsRegion 1 Ricky Baker, CIC, ChillicotheRegion 2 Darren Smiley, MexicoRegion 3 Chris Rupp, LUTCF, CIC, LibertyRegion 4 Shane Davolt, Kansas CityRegion 5 Lee Wilbers Jr., LUTCF, CLU, CFP, Jefferson CityRegion 6 Jim Baxendale, CPCU, St. LouisRegion 7 Jeff Mentel, J.D., St. LouisRegion 8 Patrick Clarkin, AIP, AAI, CLCS, St. LouisRegion 9 Randy Smart, MarionvilleRegion 10 Tom Montileone, CIC, CISR, AIS, SpringfieldRegion 11 Steve Rackley, CIC, CISR, GainesvilleRegion 12 Mark Gibbins, PortagevilleAt-Large #1 Wil Turner, CIC, BeltonAt-Large #2 Vickie Winkler, CISR, Ste. GenevieveAt-Large #3 John Patterson, ChesterfieldCo. Rep. Ben Finan, Maryland HeightsCo. Rep Jim Lay, CIC, CPCU, Springfield

Staff of the MAIAExecutive Vice President Larry CaseVice President of Operations Sheryl Van LeerVice President of Marketing Lindsay Griffin, AIPInsurance Services Manager Leona LoethenEvents Manager Jeanne Blomberg, AIPDatabase Administrator Laura BerendzenCustomer Service Representative Theresa Flippin, AIPCustomer Service Representative Monica Mize, AIPEditor Amy J. Hoffman, AIPEducation Director Emily KoenigsfeldAdministrative Assistant Dawn PattersonCustomer Service Representative Anna BrockesMember Services Representative Lauren Eichelberger

MISSOURI AGENT (USPS 709-210) is published bimonthly by the Missouri Association of Insurance Agents, 3315 Emerald Lane, Jefferson City, MO 65109, phone 573-893-4301. Periodical postage paid at Jefferson City, Mo.

MAIA does not necessarily endorse any of the companies advertising in this publication. Subscription rate for members is $25 per year, which is included in dues.

Address & Other Changes

Notify Missouri Agent if you change your address, change your agency name, or drop or change producers (who are voting members of the association). Write to Missouri Agent, P.O. Box 1785, Jefferson City, MO 65102-1785 or e-mail [email protected].

POSTMASTER: Send address changes to Missouri Agent, P.O. Box 1785, Jefferson City, MO 65102-1785.

© 2013 Missouri Association of Insurance Agents

On the Cover: MAIA helps agencies and carriers grow strong partnerships for better business and better customer service.

Volume 22, No. 2

IPMG 17JM Wilson 24MAIA Education, Events 40, 22MAIA Partners 56MEM Insurance 2Meramec Valley Mutual 36Missouri Rural Services 42M.J. Kelly Co. 12QBE 48Ringwalt & Liesche 49SECURA Insurance Cos. 51Surplus Lines Association of Mo. 44Utica National Insurance Group 37West Bend 6Valley Insurance Agency Alliance 53

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Commercial | Personal | Professional | Brokerage | Binding | Risk Management Services

P E R S O N A L I N S U R A N C E

When it comes to placing personal insurance for high-net-worth clients, your success is our success.

Grow your business by partnering with Burns & Wilcox. By working with our Elite Client Solutions team, you do not have to turn away clients: We have the products to cover all their needs. Our high-net-worth specialists have the expertise to create personalized solutions. Plus, our unrivaled access to markets allows us to create solutions with speed and diligence. Making personal insurance even more personal is what Burns & Wilcox does best as the largest independent wholesale broker.

Overland Park, Kansas | 913.451.3135 | toll free 866.476.0439fax 913.451.3156 | overlandpark.burnsandwilcox.com

St. Louis, Missouri | 314.819.0400 | toll free 800.331.4128 fax 314.819.0440 | stlouis.burnsandwilcox.com

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Step up to the plate

Doug Cliftpresident, MAIA

Commercial | Personal | Professional | Brokerage | Binding | Risk Management Services

P E R S O N A L I N S U R A N C E

When it comes to placing personal insurance for high-net-worth clients, your success is our success.

Grow your business by partnering with Burns & Wilcox. By working with our Elite Client Solutions team, you do not have to turn away clients: We have the products to cover all their needs. Our high-net-worth specialists have the expertise to create personalized solutions. Plus, our unrivaled access to markets allows us to create solutions with speed and diligence. Making personal insurance even more personal is what Burns & Wilcox does best as the largest independent wholesale broker.

Overland Park, Kansas | 913.451.3135 | toll free 866.476.0439fax 913.451.3156 | overlandpark.burnsandwilcox.com

St. Louis, Missouri | 314.819.0400 | toll free 800.331.4128 fax 314.819.0440 | stlouis.burnsandwilcox.com

32357_BURNS_PERSONAL_KS1_MO1_MissouriAgent_Resize_APPROVED.indd 1 2/1/13 2:13 PM

Spring is around the corner, and as a baseball fan, I find nothing better than the begin-ning of baseball spring training. Everyone gets to start fresh. Nobody is in first or last place. Teams get a chance to start over, a new season. I often thought it would be great if every business were like that. A chance to re-new, refresh and recharge every season with the slate wiped clean. Well why can’t we?

The strength of any organization lies in its employees. The business adage we’ve all heard through the years still rings true. In the past several articles, I have talked about the services and programs the association pro-vides and “what I didn’t know I didn’t know.” I also mentioned the wonderful upcoming events offered by the association. To follow that theme, I would like to highlight several programs that allow us to invest in our most important assets, our people. It’s time for us in the insurance industry to renew, refresh and recharge just like our beloved baseball players. What is the strength in our orga-nization? That’s an easy at-bat: Our agency strength lies with our producers and custom-er service representatives, our own MVPs.

So let’s give our support. How can you do that? Glad you asked! You can support your producers “at the plate,” so to speak, by sending them to the Elite Force Sales Training Program beginning in May. We are so lucky to have sales training like the Elite program right in our own state. It was developed by independent agents for independent agents and is recommended for producers with few-er than 3 years of experience in sales. Maybe this is considered “rookie status,” but I can name a lot of notable rookies in baseball his-tory. The Elite program is different; instead of two or three days of cramming, Elite is a year-long program that includes 12 days of classroom instruction, which are divided into quarterly meetings.

I had coffee with Patrick Clarkin a few weeks ago, and I asked him why I should send a producer to the program. Patrick is a past graduate of the program and also now one of the instructors. (He is also a new MAIA board member, having taken over as the di-

rector for Region 8 in January.) After a very enthusiastic and persuasive “infomercial,” I was sold! What truly struck a chord with me was when Patrick said the program provided him with ongoing direction and a sense of ca-maraderie with the rest of the students. Pat-rick said he still shares successes and failures with the friends he made during his time in the program, as well as those he has taught. As soon as we finished coffee and I got back to the office, I signed up one of my new pro-ducers for the program. You might say Patrick hit a home run with me.

And what about our customer service representatives? They are arguably the best defense in any agency: Nothing gets by them. So help them hone their skills with the CSR Development Conference in November. It has been amazing to watch as the CSR Develop-ment Conference has bloomed and flourished over the past two years. Past President Belin-da Brenizer realized the need for a program like this, and she and the members of a dedi-cated committee have poured their hearts and souls into the program.

All agency owners and producers know that nothing happens until a sale is made. But I will tell you that without a strong ser-vice support staff, it will go out the back door as fast as it comes in the front. This confer-ence is all about celebrating and educating these important people.

I was recently discussing with Belinda the tremendous success of the past conferences and the exciting agenda the committee is currently working on. Belinda pointed out that the committee’s goal is to educate and increase job skills, but more importantly, they want to help CSRs realize that the insurance industry is a career and not just a job. It is something they can build on for a lifetime with endless career opportunities, and the sky is the limit. After conferencing in on one of their committee meetings, I can tell you that while education is important, they also make sure the CSRs have fun and know how much they are appreciated. And

continued on page 49

fromthepresident

When something happens to your customer’s home, car, or business, it may not be a disaster. But no matter what it is, your customers always deserve fast and fair service from their insurance company.

West Bend provides a Silver Lining, no matter what the claim may be. When a child at Kristin’s day care center fell off the swing set and broke his arm, getting good care for him and taking care of the medical bills quickly and painlessly was important. So that’s just what we did.

Sometimes little things mean a lot. And every day, when something bad happens to someone, West Bend makes sure your customers experience the Silver Lining. Because the worst brings out our best.®

Silver Lining.®Your customers deserve a


Larry Caseexecutive vice president, MAIA

Truth be told: agency-carrier relationships

This issue of our magazine includes a focus on the MAIA Partner Program and the com-panies, wholesalers and vendors that support this program. These organizations are listed on the back of each issue of Missouri Agent, and you will see their names on banners and registration packets at all of our events. You can read more about the history of the pro-gram and how these carriers’ participation lends support to the services on page 28.

Of course, the financial support provided by our Partners is meaningful, but from my perspective, equally important are the rela-tionships we develop and build with these companies. These relationships allow us to broaden lines of communication, develop mutual respect and trust, spur cooperative efforts, and resolve differences of opinion and conflicts, which periodically arise. We sin-cerely appreciate the commitment our Part-ners have made to working with us. Please support and thank these companies when you see them.

The relationship between independent agents and insurance companies brings with it multiple challenges and opportunities. Agent-company relationships built on genu-ine trust and respect can not only provide for excellent opportunities for business growth for both agencies and carriers but can also result in extra value and outstanding service for consumers.

I have been around long enough to see both the good and bad aspects of agent-carrier relationships. I have viewed the frus-trations, the angst and the confusion that exists when lack of communication, poorly researched decisions, botched business plans and other misunderstandings strain rela-tionships and negatively impact everyone’s bottom line. I have also witnessed and par-ticipated in collaborative meetings and agent advisory forums, which have led to opportu-nities for both insurers and agents to increase growth and profit, as well as value for their policyholders.

So what is the definition of a model com-pany-agency partnership?

Webster defines a partner as “a person who shares … a person associated with an-other or others in a business or joint venture … someone on the same side or team as another.” Well, that seems straightforward enough. Simply put, if we work together,

respect each other’s role, maintain open com-munications, collaborate on decision-making and strive toward common goals, success will ultimately follow.

Unfortunately things do not always work according to plan. Obstacles pop up, commu-nication breaks down, collaboration takes a hiatus, goals are not reached, unanticipated expenses are incurred, and the next thing you know, mutual trust goes out the door.

MAIA has continually maintained a phi-losophy of doing whatever we can to foster true partnerships between our members and the carriers they represent. On any given day, we may make a phone call to discuss claim denials, contact cancelations, underwriting changes, regulatory hiccups or any myriad of issues with insurance carrier officials. We be-lieve that direct dialog and finding common ground are important in resolving disputes or misunderstandings before they escalate to unresolvable conflict, or transcend to the regulatory or legal arenas.

Frankly, I do believe most carriers share our desire to work together. The problem on the company side from agents’ perspectives usually comes from the left hand not know-ing what the right hand is doing. Examples include company claims departments inter-preting policies differently than the sales and underwriting departments; insurers making unilateral decisions relating to underwriting, sales goals or compensation with no input from their agency forces; insurer lobbyists bad mouthing agents and taking positions contrary to real world solutions better understood and supported by claims, un-derwriting or marketing staff; and the list goes on.

Now, I certainly do not want to imply that all problems are caused from the company side, and we are always open to doing what we can to educate members and provide information relating to concerns of insurers. Our ultimate goal is to get everyone in sync and involved in true partnerships.

I continue to believe indepen-dent agents bring far more value to consumers than any other delivery system. However, it can only be accomplished with committed partners.

myturn

*The Economic and Health Impacts of Obesity, Institute on the Costs and Health Effects of Obesity, National Business Group on Health, February 2009.Life and Disability products underwritten by Anthem Life Insurance Company. In Missouri, (excluding 30 counties in the Kansas City area) Anthem Blue Cross and Blue Shield is the trade name of RightCHOICE® Managed Care, Inc. (RIT), Healthy Alliance® Life Insurance Company (HALIC), and HMO Missouri, Inc. RIT and certain affi liates administer non-HMO benefi ts underwritten by HALIC and HMO benefi ts underwritten by HMO Missouri, Inc. RIT and certain affi liates only provide administrative services for self-funded plans and do not underwrite benefi ts. Independent licensees of the Blue Cross and Blue Shield Association. ®ANTHEM is a registered trademark of Anthem Insurance Companies, Inc. The Blue Cross and Blue Shield names and symbols are registered marks of the Blue Cross and Blue Shield Association. 35400MOBENABS 1/13

Learn more about what Anthem Blue Cross and Blue Shield has to offer at anthem.com/connects2.

Anthem Blue Cross and Blue Shield. Healthy employees make for a healthy business.

Research shows that companies with wellness programs have less sick leave, lower direct health care costs and fewer worker’s compensation claims.* That’s why Anthem Blue Cross and Blue Shield offers a variety of health and wellness programs to help your clients and their employees manage and improve their health.


Lewis E. Melahn, J.D.

Lewis E. Melahn is a practicing attorney in Jefferson City. He provides free legal consultation to MAIA members on a limited basis. He served as the director for the Mis-souri Department of Insurance from 1989-1993. You can contact Lew Melahn at 573-636-5057.

Potpourri of repeating issuesFor this month, I thought I’d briefly address issues that continue to give rise to frequent questions. There’s no suggested priority here, just random items for discussion.

Charging feesThere are two recognized ways to charge fees to a policyholder in addition to the commis-sions earned. One is the collection of “inci-dental fees” allowed by Sections 375.052 and 379.356.2, as defined further in Regulation 20 CSR 700-1.150. The statutes and regula-tion permit fees for premium installments, late payments, policy reinstatements, credit card payments, insufficient funds checks, ob-taining certain reports and documents, and regulatory filings. These incidental fees have to be disclosed in writing to the customer in the application or in a billing and must be displayed conspicuously in any agency office.

The level of disclosure and paperwork for incidental fees may make the second method of collecting fees more reliable. The second method is a producer service agreement, a written agreement between the producer and the policyholder describing the fees and the reasons therefore. An approved form for the producer service agreement can be found in Regulation 20 CSR 700-1.100, Exhibit A. The producer service agreement is more encom-passing and leaves less uncertainty between the producer and the policyholder since it is signed by both parties.

Whether to report claimsOccasionally, a producer may learn of a claim from the policyholder with an expressed desire by the policyholder that the claim not be reported. Should a producer follow that instruction?

First, a producer must recognize the status in which he or she is acting with regard to that policyholder. When the producer acts under a written appointment by the insur-ance carrier, he or she acts as an agent of that carrier. Therefore, in technical legal terms, if the producer knows of the claim, the company knows. A failure by the producer to report the claim under those circumstances

exposes the producer as well as the insurance carrier. So in spite of the wishes of the policy-holder, the producer must report the claim.

If the producer is not an appointed agent of the company but is acting as a broker on behalf of the policyholder, then the produ-cer would have more freedom to follow the policyholder’s instructions. However, this is almost always a bad idea. If the policyholder doesn’t want the claim reported, the produ-cer should consider getting a written instruc-tion to that effect.

The problem with this course of action is that the policyholder will want the pro-ducer to explain the pluses and minuses of reporting, meaning he or she wants the pro-ducer to give legal advice without a license. Don’t fall into that trap. Producers should keep a record of their encouragement to the policyholder to report the claim. That may assist when the eventual errors and omissions claim comes regarding the unreported claim, as it most certainly will.

Errors and omissionsWhile we’re on the topic of E&O claims, producers should almost always report any occurrence that might have the potential of becoming an E&O claim, even if the producer knows the matter can be resolved for less than the deductible under the E&O policy.

Your E&O carrier may be very helpful in providing documents to formally resolve the issue in writing, and if it is below the producer’s deductible amount, the carrier will not generally consider the claim. If the producer doesn’t report the matter and it blows up above the deductible later, then the producer may have an issue with a failure to report, resulting in the carrier asserting the pro-ducer failed to assist in the defense of the claim, leaving the producer exposed with-out the support of the carrier.

Employees without a licenseIf there are any unlicensed employees in the agency, both the agency manager and


thelegalside


Keeping agency data secureIn an age of highly portable data (and of in-creasing identity theft)1, independent agents have an ever-increasing responsibility to keep a lock on their client data. State and federal privacy and data breach notification laws and regulations (e.g., Gramm-Leach-Bliley Act and the Health Insurance Portability and Ac-countability Act) put pressure on you to keep your clients’ sensitive personal data safe. Even more important, if a data breach were to oc-cur, your company’s reputation would take a nosedive. In an attempt to simplify a com-plex area, this article will touch on nine things an agency can do to mitigate risk of a data security breach.

1. Keep data in a password-pro-tected, encrypted spaceBecause so many people now carry their computers around, there is always danger of them being lost or stolen. Precautions must be taken to store client data in a way that is inac-cessible to unauthorized users. The best way to do that is to encrypt and password protect it. There are three easy ways to do this:

• Store data in your agency management system. Because your agency management system is password protected and data it sends over the Internet can be encrypted, data that is saved in your system or sent via Real Time, secure e-mail or a virtual private network has some measure of safety from prying eyes as long as the proper protocols are followed. Data retained on most agency management systems, however, is not en-crypted, so it is extremely important to keep your server in a secure location if housed within your agency. If you use your vendor’s online system, check the security measures.

• Encrypt a folder on your hard drive. While your agency management system is a good location to store most client data, it is al-most inevitable that you will have things saved outside of your system, such as on a laptop or USB flash drive. We recommend that the agency strictly limit the instances when clients’ personal data can be kept on such mobile devices and then only for

Kate Gluckdirector of marketing, Strategic Insurance Software

a specific use, after which the data is de-leted from the device. The trick is to keep this data secure as well. The first option for securely storing confidential information outside of your agency management system is to encrypt space on your hard drive.

To create an encrypted space (essentially a password-protected folder where you can save files “on the fly”), our recommenda-tion is that you use TrueCrypt software. This open-source software is available for down-load at www.truecrypt.org/, with a step-by-step beginner’s tutorial on how to create and use a TrueCrypt container.

Once you get the system installed and in use, the beauty of encrypted space is four-fold. First, in many cases it’s free. Second, the simple step of creating and saving to a single file provides an added layer of pro-tection. Because you and you alone decide where you want to file your encrypted folder, anyone trying to gain unauthorized access would not only need the password, they’d also need to know where to look. Third, it’s mobile. You can copy and backup the password-protected file anywhere. Last-ly, it won’t slow down your machine.

Summary: Creating encrypted space on your machine is a convenient and control-lable way to protect data without sacrific-ing performance.

• Encrypt your entire hard drive. Another option is to encrypt your entire hard drive. From a user standpoint, essentially all this would mean is an extra login. From a secu-rity standpoint, it is about as secure as you can achieve, short of prohibiting that such data be kept on such portable devices. It’s so secure, in fact, that if you were to forget your password, the likelihood you’d even be able to get back in is slim.

One option to do this is BitLocker (avail-able in the Ultimate and Enterprise editions of Windows 7 and Vista, and in the Pro and Enterprise versions of Windows 8). Another is the aforementioned TrueCrypt.

Something to consider when deciding whether to encrypt your entire hard drive or just space on your hard drive is that in continued on page 12

Technologytechnology

Paul FullerEVP, product manage-ment, Strategic Insur-ance Software

12 missouriagent march-april 2013

some cases, particularly with older com-puters, encrypting the hard drive may slow the performance of your machine.

Summary: The beauty of encrypting your entire hard drive is that if your ma-chine gets stolen, without the password, no one can make sense out of it. The whole hard drive becomes a puzzle.

• Smart phones and tablets pose additional security risks. Personal data might be contained in e-mails received from the cli-ent. Agency employees should take care to delete these e-mails promptly and not transmit such data from these devices via unsecure e-mail. In addition, the agency should make sure their employees have activated the password protection on these devices and should employ a remote wiping technology so that if the employee loses or misplaces the device, the agency can restore the device to its original manu-factured state with all of its data removed. In addition, some larger agencies are start-ing to employ software on the mobile

device that walls off and secures business applications and data.

2. Create strong passwords and keep them secureBecause your password is the first line of de-fense in preventing unauthorized file access (regardless of where it’s stored), it is important to create strong passwords and store them in a safe place.

The best case scenario would be not to write them down at all. If you must write them down, don’t carry them around with you or leave them in an easily accessible place.

Microsoft offers the following suggestions for creating a strong password2:

• Make sure it is at least eight characters long.• Make sure it does not contain your user

name, real name or company name.• Make sure it does not contain a complete

word.• Make sure it is significantly different from

other passwords you have used.

technology continued from page 11


• Make sure it contains at least one uppercase letter, one lowercase letter, one number and one symbol.

3. Change passwords oftenExperts have different opinions as to how often passwords should be changed. Our best advice on this is to set a standard for your agency and enforce that policy agency wide. Of course, if you ever have any reason to believe that your password has been compro-mised, it should be changed immediately.

It is much harder to hack systems that re-quire frequent password resets. It adds a level of complexity for the hacker, which can be both a deterrent and a safeguard if there is a breach. As you know, carrier portals continu-ally request password changes from all of their users to ensure fraudulent access is mini-mized. Make sure your agency management system has password management capabilities so when you change your password on the carrier site, you can change your password in the agency management system and retain your Real Time access.

Changing these passwords for multiple em-ployees, carriers and other entities is cumber-some. The good news is that there is an indus-try movement underway to streamline these processes. The ID Federation (http://idfedera-tion.org/) is a not-for-profit group dedicated to creating the Trust Framework to enable agencies and others to use a digital identity provided by a trusted Identity Provider to au-thenticate themselves with carriers and other business partners in place of passwords. Look for vendors to start providing these digital identities to agencies in the coming year.

4. Keep user permissions tightly controlled Unfortunately, one of the biggest password related problems is that many agencies not only share their agency management system passwords among staff members, but they leave the user permissions wide open. Because of the sensitivity of the data stored in the system, the only ones who should have access are those who use it day in and day out.

The best systems will have fairly compre-hensive permission lists that are assignable by individual user. Make sure you:

• Understand the levels of permission you can set within your system.

• Understand the access that each of your team members needs to perform their job optimally.

• Implement permissions based on your agen-cy’s best practices.

• Make sure employees understand that they should not share their passwords with any other employee or person.

For example, many agency systems have permissions to dictate who can pull data in a mass fashion from your system. Take the time continued on page 14


to understand these permissions and who needs to have access.

5. Remember to log out While it may seem simplistic, remembering to log out is one of the more important steps you can take to keep your data secure. As long as you are signed in, it doesn’t matter how many layers of security you have or how good your password is: Anyone who can get their hands on your computer or mobile de-vice can access your data.

Most systems will have an automatic log-out feature you can set. Make sure you are using this effectively. If you walk away from your office with your system left open and this auto logout feature is not active, you essentially give the keys to your kingdom to anyone that walks in the door.

6. Protect outbound dataProtecting your outbound data is just as es-sential as protecting data stored on your computer. Here are a few quick tips:

• Use Real Time. Real Time offers a much more efficient and secure method to handle trans-actions with carriers than e-mail. When you send a file using Real Time, communications are automatically encrypted and kept within both the agency’s and carrier’s management systems.3

• Secure your e-mail with transport layer security. TLS is the industry recommended secure e-mail solution for business partners where there are frequent e-mail communica-tions going back and forth, such as between agencies and carriers. It is an open standard, which is transparent to end users, but it re-quires that it be activated in the e-mail serv-ers of both partners.

Most agencies are also likely to need to employ a proprietary e-mail solution for use with their clients (or set up a secure client portal on the agency website) for those in-stances when sensitive personal data is trans-mitted to the client.

• When saving client emails, attach them to files within your password-protected agency


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management system instead of saving them in the Outlook application.

7. Use security softwareIf you are using a reputable online agency management system, the data in your system should be protected with Internet and server firewall data protection, malware and anti-virus protection, as well as weekly security patch updates to Windows and Internet and server firewall data protection. You should be receiving maintenance window updates from your agency management system provider to let you know these things are being kept up-to-date. If your agency management system is housed within the agency, you should make sure similar security hardware and software are employed.

To protect data saved outside your agency management system, we also recommend that you use one anti-virus program and a spyware scanner, and that you keep your PDF reader (usually Adobe Acrobat Reader) up-dated and on the latest version.

There are a number of vendors that supply both a standalone anti-virus package and a suite of security software for your machine, including McAfee, Symantec, Sophos, AVG and Microsoft Security Essentials.

You should also update your Microsoft op-erating system with the latest patch levels on your machine. For more information on the latest patch levels for your operating system, visit www.microsoft.com.

8. Be careful when using public Wi-Fi If you don’t protect yourself against data thieves and hackers, free public Wi-Fi could well come at a price. Fortunately, there are things you can do to protect your data and still access the Internet while you are on the road. Here are a few suggestions:

• Never pick a “free” wireless network that is not clearly identified as a usable network by the provider. Do not use a network that advertises itself only as “FREE-WIFI!”

• Always select the public network option when prompted. This uses Windows tech-nology to make your device as undiscover-able as possible on the network. It can be hacked, but it is a critical first step.

• Read the terms and conditions that come up if prompted; make sure you are familiar with the security that specific Wi-Fi network is offering and its liabilities.

• Use a virtual private network when ac-cessing your agency’s system. A VPN is a relatively inexpensive way to ensure secure online access wherever you are. Three ex-amples of providers offering VPN solutions designed to provide a secure online experi-ence even in a free public Wi-Fi environ-ment include HotSpot Shield, GoTrusted and Witopia. continued on page 16


• Purchase and use a wireless Internet card. In very non-technical terms, a wireless In-ternet card is a small device you attach to your computer that will provide access to the Internet over a wireless carrier’s cel-lular network. They are available for a fee from the major cellular providers. Many 3G and 4G smartphones can also substitute for the wireless card for a small extra fee per month and data charges.

9. Create a security-minded cultureYour agency should have a written security plan, which your employees have read and understand. It is also critical for you to have a good understanding of the information se-curity requirements imposed by the state and federal privacy and data breach notification laws and regulations that are applicable to your agency. A common requirement of these laws, in addition to having and implementing a written security plan, is to appoint a security coordinator who takes ownership of the infor-mation security issue within the agency.

ACT has created a prototype agency informa-tion security plan, which agencies can use as a starting point in creating their own plan. Find it in the “Security and Privacy” section of the ACT website (www.independentagent.com/act) for a wealth of additional security-related information.

Note: products mentioned in this article should not be considered product endorse-ments, just suggestions for where you can go to learn more.

This article was written for ACT by Kate Gluck, director of marketing, and Paul Fuller, EVP, product management, of Strategic Insurance Software. Gluck and Fuller can be reached at [email protected] and [email protected]. This article reflects the views of the au-thors and should not be construed as an offi-cial statement by ACT.

1. Kristin, Finklea M. “Identity Theft: Trends and Issues.” Federation of American Scientists. Congressional Research Service, Feb. Web. 22 Oct. 2012.

2. “Tips for Creating a Strong Password.” Win-dows. Microsoft, n.d. Web. 22 Oct. 2012. http://windows.microsoft.com/en-US/windows-vista/Tips-for-creating-a-strong-password.

3. Yates, Jeff. “Agency Strategies to Send & Receive Personal Data Securely.” Independent Insurance Agents & Brokers of America. ACT, Agents Council for Technology, n.d. Web. 22 Oct. 2012.

relationships.

good relationships.

run deeper.

grow stronger.

and weather the storm.

214 McElwain Dr. | Cameron, MO 64429 800.326.6511

www.cameron-insurance.com

We are proud to partner with Missouri independent agents.



An underwriter story

Jack Burkepresident, Sound Mar-keting


Does your agency provide good service? Do your companies provide good service? How do you know? One way of finding out is to put yourself in your customer’s place. You may be surprised by what you find.

I enjoy restoring older cars. Upon complet-ing a recent project, I had it professionally appraised for my insurance because I intend-ed to drive it on a regular basis.

Shortly after my agent submitted every-thing, I got a letter from the carrier stating that they would insure it for less than half the appraised value.

Aggravated that I would have to take time to contest this, I called my agent for guid-ance. He said, “You’ll have to contact them directly and appeal the decision. They will probably require that you take it somewhere for a vehicle damage assessment. But you have to do this yourself, I can’t do it for you.”

Well after two letters and several messages left with the underwriting department, I had not been contacted and two weeks had

passed. I tried calling once more and was amazed to get a live underwriter on the line.

“This is great,” I said, “I’ve been leaving messages but nobody has called back, and I want to appeal the stated insured value you’ve placed on my car.”

“You’ve left messages,” he queried. “Who did you leave them with?”

“I don’t know, just your voicemail system.” “Well, let me check into that. I don’t want

to jump in on something that somebody else may be working on.”

Seeing where this was heading, I immedi-ately called myself a liar and said I hadn’t left messages with anyone and he could there-fore service my problem. He finally gave in and left me holding for about five minutes while he looked up my account.

Upon returning to the line, he said, “Judg-ing by the appraisal and the photo, this car would appear to be worth more than the amount we’ve decided upon. But,” he added, “we really aren’t in the business of insuring

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underwriterstory continued from page 17

specialty vehicles like this. We like to insure regular cars. So, there isn’t really much here to talk about.”

“If you’re saying that you aren’t interested in insuring this car for its actual worth (far less than the insured value of my other “regu-lar” vehicles), maybe I should look for anoth-er company that wants my business.”

“That’s up to you,” he replied. “Well, I imagine my agent would be in-

terested in knowing how you feel about my business,” I snapped. “Let me talk with your supervisor!”

Long story short, the underwriter and the supervisor finally told me that I could request a vehicle damage assessment, but it could result in a lower value than the one I was contesting. I retorted that if I was worried about that, I wouldn’t be requesting it in the first place. So they checked their scheduling and told me to take it to such-and-such body shop for the appraisal. The conversation was over, but I was not in a good mood.

A week later, I drove to the appointed body shop grumbling to myself. My thoughts were centered on the ridiculousness of paying for a professional appraisal, when the value of my car was going to be determined by some mental caricature I had of a pot-bellied, dust-covered body repairman walking around the car with a dust mask hung around his neck.

The reality was far different. The appraiser was an employee of the company who spe-cialized in appraising specialty vehicles and definitely knew his busi-ness. The body shop locale was just a convenient location to his of-fice for doing such work. We had a nice chat while he ap-praised the car, and he was amazed at the my experi-ence with the underwriter.

Shortly thereaf-ter, the insurance company revised the value upward, and the

case was closed. But, I still have the percep-tion (based on their failure to acknowledge my letter and calls, and the attitude of the underwriter) that the company really doesn’t give a darn about my business.

Under the same circumstances, how would you feel? Or, better yet, how would your customers feel? A far better scenario would have been for my agent to have conferenced me to the company while he remained on the line as I made my request. A little bit of as-sistance can go a long way toward preventing problems and losing customers.

Jack Burke, president of Branson-based Sound Marketing and a specialist in strategic planning, customer service, marketing, man-agement and communication, is the author of Creating Customer Connections and Relation-ship Aspect Marketing. He can be contacted at [email protected], or visit www.soundmarketing.com.

© 2002, Jack Burke. Used with permission.

Young Agents Conference

Featured presentation: A Funny Thing Hap-pened on the Way to St. LouisSpeaker: Tim Cavanagh

When Tim Cavanagh is around, funny things are always happening, and he’s bringing his act to this year’s Young Agents Conference. Cavanagh’s humorous slant on life, insurance and living in a corporate world will remind you that even in the serious world of claims and loss, laughter is both possible and important. Check your worries at the door, and join us for a crucial meeting with hilarity.

Cavanagh began his career as a religious education teacher at an all-girls Catholic high school, but he soon realized he needed to take his act on the road. For more than 25 years, he’s been on the comedy circuit, appearing in a range of venues including TV, radio, night clubs and corporate retreats. In the business world, Cavanagh has performed for the likes of IBM, Quaker Oats, Farm Credit Services, General Electric and GlaxoSmithKline. He even performed for a group from the Royal Bank of Canada.

Cavanagh has also been featured on a prime-time ABC-TV comedy special and has appeared on Showtime, Comedy Central and Comcast. He is a regular guest and favorite performer on hundreds of radio programs across the country, most notably, the notoriously funny and nationally syndicated “Bob & Tom Show.” The legendary “Dr. Demento Show” and “The Danny Bonaduce Show” have also played Cavanagh’s funny songs.

“Tim’s the funniest guy in the world,” according to radio host and child star Danny Bonaduce. “He’s so cute, you just want to kiss him.”

It Is Not How You Sell, but Why Do People Buy from You?Speaker: Angie Heav-ener, Insurance Train-ing Plus

The number one ques-tion any salesperson should ask themselves: Why do people buy from me? They trust me, they like me, they have faith in me: Then they just might buy from you. During this program, we will look at what it takes to be more than a salesperson and how your attitude may help sepa-rate you from the competition.

We will explore not only the concept of connections and relationships but how the quality of these connec-tions determines your fate.

We will also address some of the biggest mistakes sales-people make, the difference between good questions and dumb questions, and how to read buying signals.

Peer Group RoundtablesLed by members of the MAIA Young Agents Committee

Don’t expect this conference to be a chance to catch a quick nap or spend some time with your smartphone. We expect you to join in the educational process, and the peer-to-peer roundtables are the perfect forum to brainstorm with your fellow young agents. You will have

the chance to participate in five different dis-cussions led by members of the Young Agents Committee. Topics include finding the right level of social media presence, making use of mar-keting dollars, defining your agency’s unique value, competing with the price tag, and balanc-ing your obligations to your carriers and your customers.

June 2-4, 2013 • Crowne Plaza Downtown, St. Louis, Mo.

If you have a young agent, you have an opportunity.Congratulations, you have a new producer! By hiring this fresh face (and taking a chance on the next generation), you’ve created a new door in your agency. Let the Young Agents Conference help you open that door by providing the education and motivation your young salesperson needs.

The Young Agents Conference is designed specifically for producers with fewer than 10 years in the industry. The event begins on a Sunday and ends before noon Tuesday to minimize time spent out of the office without sacrificing content.

Bonus for additional agent registration

Sign up an additional registrant from your agency location, and re-ceive a 30 percent discount for that

registration. (The discount applies to all agents after the first full registra-tion at full price.) Be sure to use the

discount feature when you regis-ter online at www.missouria-

gent.org.

Agents enjoy the 2012 keynote session



Business Owners vs. Commercial Property: Why You Need to Con-sider BothSpeaker: Angie Heavener

The agency’s goal is to unlock the cover-ages to fit the risk so that at time of loss or damage, the eco-nomic consequence is transferred to an insurance com-pany. The key to writing insurance lies in the expo-

sures and the coverages. Underwrit-ing is an art that has been developed over many years. Although it sounds pretty simple in many cases, it is not. Agencies need to understand how to analyze the entire risk to ensure there aren’t any hidden exposures or haz-ards. Plus, the agency and staff need to understand the different types of policies written.

Agents E&O Claims 101Speaker: Ed Barbosa

This class starts with the basics by defining exactly what an errors and omissions claim or potential claim means. You will learn how and when to report an incident to your E&O carrier and how a typical file is handled by the carrier and the agency. More detailed discussion will fol-low, answering the questions, “If a suit is filed, how long will it last,” “Will I have to go to court,” and “How will I be involved?”

A conference for the entire familyThis is no boring insurance event! Spouses and children are welcome at the Young Agents Conference, and there will be plenty to keep them entertained. Registration for adult guests includes all education sessions, meals and social functions on the conference agenda. Special registration for children ages 0-12 includes the Children’s Program during adult activities.

Cardinals baseball gameOn Monday evening, young agents, company friends and all family members are invited to attend a Cardinals base-ball game.* Join us on the Coca-Cola Scoreboard Patio as the Cardinals take on the Diamondbacks. Food, soda and beer are included in the price of your ticket.

MAIA has partially subsidized the price of your ticket to make this an affordable, fun evening at the ballpark for everyone. You may purchase tickets using the conference registration form. Tickets are available on a first-come, first-served basis, and they will be included in your regis-tration envelope when you arrive at the conference.

Awards banquet and murder mysteryAt the annual awards banquet, you will dine with friends and family, while one among you receives the coveted “Missouri Young Agent of the Year” award. Before, during and after din-ner, you will be included in the murder mystery “Clueless,” hosted by Randy Manning’s Jest Mur-der Mysteries.

2013 Young Agents Conference Agenda

Sunday, June 2 12:30 – 5 pm Registration 1:30 – 3:30 pm It Is Not How You Sell, but Why Do

People Buy from You? Speaker: Angie Heavener Approved for 2 general CE credits in

Mo. and Kan. 3:30 – 5 pm Peer Group Roundtables Led by members of the MAIA Young

Agents Committee 7:15 – 8 pm Chairman’s Cocktail Reception 8 – 11 pm Awards Banquet and Dinner

Featuring Murder Mystery Theatre

Monday, June 3 8 am Breakfast 9 – 10 am Agents E&O Claims 101 Speaker: Ed Barbosa CE pending 10 – 11:30 am Keynote Session: A Funny Thing

Happened on the Way to St. Louis Speaker: Tim Cavanagh 12 – 6 pm Free time to explore St. Louis 6:30 pm Optional Cardinals baseball game

on the Coca-Cola Scoreboard Patio (all inclusive with food, soda and beer). See registration form for pricing.

Tuesday, June 4 7:30 am Continental Breakfast 8 – 11 am Business Owners vs. Commercial

Property: Why You Need to Consider Both

Speaker: Angie Heavener Approved for 3 p-c CE credits in Mo.

and Kan.

Parker Mills, 2012 Young

Agent of the Year


MAIA SprIng & SuMMer eventS

regISter onlIne At www.MISSourIAgent.org.

Small Agency ConferenceMarch 21-22, 2013, Holiday Inn, Columbia

Day at the CapitolMarch 6, 2013, Capitol Plaza Hotel, Jefferson City

What Is It?

MAIA members and friends get

briefed on insurance issues facing

our state legislature and meet with

their Senators and Representatives.

Why Does It Matter?

This free event is a chance to edu-

cate yourself and your leaders on the

effects certain laws have on the Mis-

souri insurance industry.

Who Can Come?

Day at the Capitol is free to all MAIA

members. We ask only that you reg-

ister in advance online or by calling

our office at 800-617-3658.

1mo.

ethics cecredit

up to 7

ce credits

About the Conference

The Small Agency Conference is

designed to provide education and

networking useful to all agency em-

ployees, from CSRs to principals.

Benefits

• Unparalleled Networking

• Education For Small Agencies

• Giant Trade Show

• Optional E&O Seminar with ethics CE

Featuring

Mark Holmes, Consultant Board,

Springfield, Mo., has helped hun-

dreds of companies improve perfor-

mance, sales and customer service.

Young Agents ConferenceJune 2-4, 2013, Crowne Plaza Downtown, St. Louis, Mo.


This conference is designed to help

new producers succeed through

motivation, education and network-

ing opportunities.

Benefits

• Sales and Technical Education

• Experienced Instructors

• Foundation for Industry Leadership

• Agent-to-Agent Networking

Featuring

Tim Cavanagh’s humorous slant on

life, insurance and living in a corpo-

rate world will remind you of the im-

portance of laughter.

Leadership ConferenceJuly 17-19, 2013, Tan-Tar-A Resort, Osage Beach


The Leadership Conference is host

to agency prinicipals and managers

from any size agency. It combines

education and celebration.

Benefits

• Education for Principals & Managers

• Timely Session Topics

• Awards and Installation Banquet

• Themed Trade Show

Featuring

Terry Jones is the founder and for-

mer president of Travelocity.com.

He is a venture capitalist and cur-

rent chairman of Kayak.com.

up to 6

ce credits

ce credits pending

MAIA SprIng & SuMMer eventS

regISter onlIne At www.MISSourIAgent.org.

Small Agency ConferenceMarch 21-22, 2013, Holiday Inn, Columbia

Day at the CapitolMarch 6, 2013, Capitol Plaza Hotel, Jefferson City

What Is It?

MAIA members and friends get

briefed on insurance issues facing

our state legislature and meet with

their Senators and Representatives.

Why Does It Matter?

This free event is a chance to edu-

cate yourself and your leaders on the

effects certain laws have on the Mis-

souri insurance industry.

Who Can Come?

Day at the Capitol is free to all MAIA

members. We ask only that you reg-

ister in advance online or by calling

our office at 800-617-3658.

1mo.

ethics cecredit

up to 7

ce credits


The Small Agency Conference is

designed to provide education and

networking useful to all agency em-

ployees, from CSRs to principals.

Benefits

• Unparalleled Networking

• Education For Small Agencies

• Giant Trade Show

• Optional E&O Seminar with ethics CE

Featuring

Mark Holmes, Consultant Board,

Springfield, Mo., has helped hun-

dreds of companies improve perfor-

mance, sales and customer service.

Young Agents ConferenceJune 2-4, 2013, Crowne Plaza Downtown, St. Louis, Mo.


This conference is designed to help

new producers succeed through

motivation, education and network-

ing opportunities.

Benefits

• Sales and Technical Education

• Experienced Instructors

• Foundation for Industry Leadership

• Agent-to-Agent Networking

Featuring

Tim Cavanagh’s humorous slant on

life, insurance and living in a corpo-

rate world will remind you of the im-

portance of laughter.

Leadership ConferenceJuly 17-19, 2013, Tan-Tar-A Resort, Osage Beach


The Leadership Conference is host

to agency prinicipals and managers

from any size agency. It combines

education and celebration.

Benefits

• Education for Principals & Managers

• Timely Session Topics

• Awards and Installation Banquet

• Themed Trade Show

Featuring

Terry Jones is the founder and for-

mer president of Travelocity.com.

He is a venture capitalist and cur-

rent chairman of Kayak.com.

up to 6

ce credits

ce credits pending

Tales of the cropThree E&O crop claims with three different resultsLet me tell y’all a story ‘bout a farmer named FredClaim scenario: The Crops ‘R’ Us Insurance Agency had been placing crop coverage through the Federal Crop Insurance Corp. for Farmer Fred and his father for many years. Farmer Fred and his father had each claimed a 50 percent share interest in the crops on the acreage report in previous years. Farmer Fred’s father retired from farming, and Farmer Fred acquired a 100% share interest in all crops reported on the FSA 578 annual acreage report and the crop carrier’s acreage report. Farmer Fred advised the agency of the change in the share interest.

Farmer Fred then completed the FSA 578 acreage report to reflect his 100% share in-terest in the crops. He provided the agency with a copy of the report. The agency had Farmer Fred sign the crop carrier’s acreage re-port and assured him that the agency would make the change. Unfortunately, the agency did not register the change on the crop car-rier’s acreage report, so it only showed Fred’s 50% share interest.

The summary of coverage was issued by the crop carrier, and the agency did not review it and therefore didn’t discover that Farmer Fred’s share interest hadn’t been changed on the policy. Farmer Fred reviewed the summa-ry of coverage form when he received it but did not notice the change hadn’t been made.

Some months later, Farmer Fred reported a total crop loss to the agency. The agency reported the claim to the carrier, which as-signed a crop adjuster and noted the share interest of 50% for Farmer Fred. The adjuster told Farmer Fred that he would only be paid for the 50% share listed on the report.

Farmer Fred then contacted the agency and asked why he would not be receiving the full 100%. The agency then reviewed its file and discovered that the change in share interest had not been completed. The agency then contacted its errors and omissions carrier.

End result: In this case, the agent reported the claim to the E&O carrier. The agent was understandably upset because he had not

Janice Blantonassistant vice president and claims specialist, Swiss Re Corporate Solutions

done as the customer requested. The claims specialist reviewed the facts with the agent and asked him to send a copy of his file. The claims specialist then discovered that the agent had documented the request in the file but had not sent it on to the carrier.

The specialist was aware of a Federal Crop Insurance Corp. Risk Management Agency rule that stipulates that if the share interest, reported acres or planting pattern is inac-curate, crop carriers will in most instances revise the acreage report to show the proper information in cases where the correct infor-mation was provided by the policyholder to the agent, documented in the file and inad-vertently omitted.

Knowing this, the claims specialist instruct-ed the agent to contact the carrier about the problem. The agent provided the documen-tation to the carrier showing the request by Farmer Fred to change the share interest and requested that the carrier correct the acreage report. The carrier reviewed the documenta-tion and ultimately agreed to revise the acre-age report and summary of coverage. The carrier then paid the claim in full.

Lessons: If any information is incorrect and there is a crop loss, it should be no surprise that the farmer is going to look to the agency to fix it. You can avoid this by following these simple procedures:

• Make all changes to the application and acreage report prior to the applicant sign-ing the documents.

• Give the applicant an opportunity to re-view the documents. Ultimately, it is his or her responsibility to check the accuracy of the information on the application or acre-age report.

• Never ask the applicant to sign the forms in blank, and never sign on the applicant’s behalf.

Share and share alike?Claim Scenario: Farmer Sunny had previously farmed and insured her own crops. However, she had recently agreed to farm Uncle Joe’s continued on page 24

&errors omissions


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and Aunt Betty’s farms. She came into Crops ‘R’ Us Insurance Agency and advised her agent that she needed to fill out a new ap-plication this year. She told the agent about the two new farms and requested that each be considered independent of the others.

The agent advised Farmer Sunny that this could be accomplished by putting a check in the “Optional Units” coverage box on the application. Farmer Sunny was in a hurry, and the agent quickly filled out the applica-tion and included the new farms; however, he forgot to check the “Optional Units” coverage box. Neither the agent nor Farmer

Sunny noticed the box was unchecked before Farmer Sunny signed the application.

Farmer Sunny filled out the FSA 578 and provided it to the agency. The agency in turn filled out the crop carrier’s acreage report. A summary of coverage was issued, and the agency did not review the document and did not send Farmer Sunny a copy right away.

Farmer Sunny contacted the agency and notified her agent of a hail crop loss on one of the farms. The agency notified the crop car-rier, and a crop adjuster was sent to adjust the loss. This crop year had been quite productive except for the occasional small hail storm. The adjuster presented the crop loss adjustment worksheet to Farmer Sunny, who was shocked to see that the final loss calculation being paid was only a fraction of the amount she expect-ed for the hail damage. She was also faced with the task of explaining to Uncle Joe why he was not receiving a higher payment.

When Farmer Sunny questioned the adjuster as to how these calculations were made, he advised that the yield on the farms that were not affected by the hail storm had offset the loss to the farm that had suffered hail dam-age. Of course, Farmer Sunny contacted the agency and inquired as to why the loss was not being adjusted independent of the other farms. The agent reviewed the application, and that’s when he discovered that the “Op-tional Units” box had not been checked. The agency then reported this to its E&O carrier.

End result: After the Crops ‘R’ Us Insurance Agency reported this claim to its E&O carrier, the claims specialist requested a copy of the file documents, including the application and any notes. The specialist noted that the agen-cy’s file contained some handwritten notes that reflected Farmer Sunny’s need for op-tional units. The agent and Farmer Sunny both confirmed that Farmer Sunny had notified the agent of the addition of the two new farms and the need to keep these farms indepen-dent. The application also correctly reflected the addition of the two new farms.

The agent advised the claims specialist that after explaining the optional units coverage, Farmer Sunny had requested that coverage. The claims specialist interviewed Farmer Sun-ny, who confirmed that she had requested the optional units coverage.

errors&omissions continued from page 23


An incident of data compromise can have a negative impact on your clients’ credibility and profits. You can help protect them by adding EMC’s data compromise coverage to their insurance program. It’s just one of the many reasons policyholders Count on EMC®.

Paula Hutchinson, Kansas City BranchSenior Marketing Representative

Kansas City Branch: 800.821.4702 | Home Office: Des Moines, IA www.emcins.com© Copyright Employers Mutual Casualty Company 2013 All rights reserved

“ Reducing losses adds value for your clients.”

Provide more than protection to your clients. Provide the added value of EMC’s no-fee loss control services, which could help reduce the cost of their insurance. It’s just one of the many reasons policyholders Count on EMC®.

Nick Shemwell, Kansas City Branch Risk Improvement Representative

Acquisition Strategy #11LOSS CONTROL SERVICES

Based on the investigation by the claims specialist, the claim was determined to be a liability claim for the agency. The E&O carrier retained the crop adjuster to adjust the crop loss to the one farm, independent of the oth-er farms’ yields. The E&O carrier settled this claim with Farmer Sunny for the amount that she would have been paid had the “Optional Units” box been checked. Farmer Sunny was quite relived that she did not have to do some explaining to Uncle Joe.

Lessons: The claim above was clearly due to an omission by the agent, which ultimately left the agency liable to Farmer Sunny. If the agent had told Farmer Sunny how much time he would need to complete the application, she may have allotted adequate time. If it appears there will not be enough time, it is best to reschedule rather than rush through documentation. Take your time, review your notes, and don’t let others’ deadlines create E&O claims for you.

• Haste makes waste is an old adage but one to remember when it comes to filling out crop insurance applications and acreage reports.

• Give the applicant time to review the ac-curacy of the documents and the coverage requested on the application.

• Don’t skip over questions or those small check boxes.

Till death do us partClaim scenario: Farmer Dale decided to pur-chase crop insurance for his spring crops. Farmer Dale and his wife Rebecca had been having marriage difficulties and had filed for divorce.

Farmer Dale went to the Crops ‘R’ Us Insur-ance Agency, and the agent went over each question on the application and asked if Farmer Dale was married. Farmer Dale didn’t consider himself still married since divorce papers had been filed and advised the agent that he was no longer married. Farmer Dale continued on page 26


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listed himself as the only named insured and signed the application. He filled out the FSA 578, listing himself as having 100% share interest in the crops.

The agency filled out the carrier’s acre-age report based on the FSA 578 acreage report. The sum-mary of coverage was issued reflect-ing Farmer Dale as the only named insured, and the agency reviewed it for accuracy and mailed it to Farmer Dale immediately upon receipt from the carrier.

That summer, Farmer Dale and his wife reunited, and the divorce never became final. That year was extremely dry and one of the hottest in 75 years. A severe drought destroyed Farmer Dale’s crops.

Farmer Dale notified the agency of the loss, and a crop claim was forwarded to the carrier. The crop adjuster performed a loss calculation and met with Farmer Dale and Rebecca. The adjuster asked when Farmer Dale had mar-ried Rebecca, as she was not listed as a named

insured. That’s when it was discovered that Farmer Dale had been legally married when the policy was taken out.

Unfortunately for Farmer Dale, the fail-ure to list his legal spouse as a named insured reduced his loss payment by 50%. Had Farmer Dale

listed Rebecca as a named insured, she would have been entitled to 50% of the loss payment as well, ultimately reimbursing them for 100% of the adjusted crop loss.

Farmer Dale accused the agency of failing to explain to him the impact of not listing a spouse on the policy and demanded payment of the other 50% of his loss. The agency noti-fied its E&O carrier.

End result: The E&O carrier’s claims specialist requested the file documents and reviewed the application of Farmer Dale closely. The agent had made notes that Farmer Dale was not married, along with other information ob-tained during the initial interview.

The specialist interviewed Farmer Dale, and he admitted he did not consider himself mar-ried because he and Rebecca had filed for divorce, and he did not understand the impact of the question. However, he believed the agent should have explained to him why he was asking.

Based on the notes of the agent, Farmer Dale’s admission that he did not consider him-self married at the time the application was filled out, the fact that Farmer Dale was still legally married, and the fact that the agent had no obligation to verify the accuracy of the information Farmer Dale was providing, the E&O carrier denied any liability of the agency for the error on Farmer Dale’s application and did not compensate him for the 50% reduc-tion of the crop loss.



“ Don’t let clients compromise on data compromise coverage.”

An incident of data compromise can have a negative impact on your clients’ credibility and profits. You can help protect them by adding EMC’s data compromise coverage to their insurance program. It’s just one of the many reasons policyholders Count on EMC®.

Paula Hutchinson, Kansas City BranchSenior Marketing Representative

Kansas City Branch: 800.821.4702 | Home Office: Des Moines, IA www.emcins.com© Copyright Employers Mutual Casualty Company 2013 All rights reserved

Cross-Sell Strategy #7DATA COMPROMISE COVERAGE

Lessons: There are lessons to be learned from the agency’s effective practices in this case:

• The agency had documentation to sup-port that Farmer Dale claimed he was not married.

• The agent went over each question on the application with Farmer Dale and allowed him time to review it before signing.

• The carrier’s acreage report accurately reflected the information contained in Farmer Dale’s FSA 578.

• The agency forwarded the summary of cov-erage to Farmer Dale after reviewing it to make sure the policy matched the applica-tion and acreage report.

• The agency notified the crop carrier of the claim.

These three scenarios contain just a few examples of the many types of E&O claims that can be made against agents who place crop insurance. Crop insurance is a govern-ment program that is different than most

types of insurance in that the application can-not be changed after a set date. Because of this, every line and every box on the applica-tion can be a potential E&O claim and should be carefully filled out and reviewed with the applicant.

The same is true for the carrier’s acreage report. Change requests are limited to specif-ic pieces of information and only for a certain period of time. This spring, use these best practices to help avoid costly E&O claims:

• Don’t rush while filing out documents.• Go over all the questions on the application

and acreage report.• Place accurate information on the applica-

tion and acreage report the first time.• Make all changes prior to the applicant re-

viewing and signing the document.• Schedule ample time for the applicant to

review the documents before signing.• Never present a blank form to the

applicant.• Never sign a document for the applicant. continued on page 47

MAIA is excited to celebrate the 15th anniversary of the Part-ner Program. This outstanding program has proven over the years to be a win-win-win, providing year-round support for MAIA events and education, reliable resources for agencies, and heightened visibility for the Partner companies, whole-salers and vendors.

The Partner Program began in 1999 with MAIA’s centennial celebration. That year, 41 companies pledged their year-long support for MAIA and their commitment to the independent agency system as Centennial Sponsors. It didn’t take long for everyone to recognize the success of the program, and the association renamed it the Partner Program the next year, making it a permanent feature.

MAIA Partners, whether they are companies, wholesalers or vendors, are dedicated to furthering the success of inde-pendent agencies. Their financial support helps MAIA offer a range of conferences and education sessions, which cater to the needs of all types of agencies and their employees. Bet-ter agents mean better business.

“We consider our relationship to the Missouri agent’s asso-ciation and to our agency force to be a vital and driving force for our continued success over the past several years,” says Marty Wynn, general manager of Meramec Valley Mutual Insurance Co., a Platinum Partner. “Developing a strong rela-tionship with our agents in particular and the independent insurance agents of Missouri in general is essential in today’s tough economic conditions. We find the networking oppor-tunities, educational resources and industry representation to be second to none.”

The Partner Program also helps businesses get the most of out their budgets, increasing their opportunities to interact with and support their agencies.

“IPMG has been a member of the MAIA for several years,” says Jeff Weber, senior vice president of Insurance Program Managers Group, a new Gold Partner in 2013. “After review-ing the many benefits that the Gold sponsorship had to of-fer, it was clear that it would be money well spent. Not only did the Gold sponsorship include all of the areas that IPMG was already participating in but also covered several items that we never considered but are excited about being a part of now.”

Agencies looking to expand their books, enter new mar-kets or find the best business tools turn to MAIA Partners first. They know that these companies have already proven their commitment to success and strong relationships.

MAIA salutes our Partners, and we’d like to give special recognition to those that have been with the association for the long haul, renewing their pledge every year to the in-dependent agency system. Please take a moment to review our Commitment Awards. We thank each and every Partner, whether they’ve been with us for 15 years or are just starting out. Partner contact information can be found in the associ-ate membership directory, starting on page 29.

Happy Anniversary

MAIAPartner Program

15 YearsAllied Insurance

Anthem Workers’ CompensationCameron Insurance Cos.

Columbia Insurance GroupContinental Western Group

Cornerstone National Insurance Co.Missouri Employers Mutual

Missouri Rural Services Corp.Progressive

QBESafeco

SECURA Insurance United Fire Group

10+ YearsAccident Fund Insurance Company of America

ACUITYAmerisure Mutual Insurance Co.

Anthem BCBSBituminous Insurance Co.

Consumers InsuranceEMC Insurance Co.

FirstCompGateway Underwriters Agency

J.M. WilsonLiberty Mutual Business Insurance

MJ Kelly Co.SAMBA Safety

Travelers

5+ YearsAAA Missouri

AmTrust North AmericaAuto-Owners Insurance Co.BankDirect Capital Finance

Billings Mutual Insurance Co.CFM Insurance CNA Insurance

Electric InsuranceEMPLOYERS

Grinnell Mutual Reinsurance Co.Imperial PFS

Meramec Valley Mutual Insurance Co.Midwestern Insurance Alliance

Patriot National Insurance GroupPhiladelphia Insurance Co.

Selective Insurance Company of AmericaState Auto Insurance Co.

United HealthcareValley Insurance Agency Alliance

West Bend MutualWestrope

Partner Committment Awards

specialfocus associatememberdirectory

maia

Bronze PartnerAAA MissouriLiz Jegel12901 N. 40 Dr.St. Louis, MO 63141314-523-7350www.OurAAA.com

Silver PartnerAccident Fund Insurance Company of AmericaKristin DoyleP.O. Box 40790Lansing, MI 48901517-342-4200www.accidentfund.com

Silver PartnerACUITYVance Allison1202 Old Hawthorne Dr.Columbia, MO 65201573-447-2104www.acuity.com

Alfa Insurance Co.877-844-7466www.alfains.com

Platinum PartnerAllied InsuranceMarcus HaithP.O. Box 80758Lincoln, NE 68501800-228-4011www.alliedinsurance.com

Bronze PartnerAllstate Insurance Co.Vaughn Bailey11501 Outlook St.Overland Park, KS 66211816-641-1792www.allstate.com

Bronze PartnerAmerican Modern Insurance GroupSheri Zukowski5609 Roundtree St.Shawnee, KS 66226

913-944-2388www.amig.com

American Reliable Insurance Co.402-516-7123www.assurantspecialtyproperty.com

Bronze PartnerAmerisure Mutual Insurance Co.John Linxwiler540 Maryville Centre Dr. Suite 230St. Louis, MO 63141314-542-1400www.amerisure.com

Bronze PartnerAmTrust North AmericaDoug Lewey9615 N. Laurel Ave.Kansas City, MO 64157816-783-3761www.amtrustgroup.com

Gold PartnerAnthem Blue Cross and Blue ShieldStephanie Vojicic1831 Chestnut St.St. Louis, MO 63103888-800-1053www.anthem.com

Assurance America Insurance Co.816-809-3666www.assuranceamerica.com

Bronze PartnerAuto-Owners Insurance Co.Diane MarshallP.O. Box 6021Columbia, MO 65205573-875-1290www.auto-owners.com

Berkshire Hathaway Homestate Cos.402-393-7255www.bhhc.com

Bronze PartnerBillings Mutual Insurance Co.Andy Reavis

P.O. Box 40Billings, MO 65610417-744-2717www.bmicompanies.com

Bronze PartnerBituminous Insurance Cos.Chris Demse10733 Sunset Office Dr. Suite 430St. Louis, MO 63127314-822-4446www.bituminousinsurance.com

Bronze PartnerBlue Cross Blue Shield of Kansas CityRon Rowe2301 Main St.Kansas City, MO 64108816-395-2086www.bluekc.com

Gold PartnerCameron Insurance Cos.Doug Paden214 McElwain Dr.Cameron, MO 64429816-632-6511www.cameron-insurance.com

Bronze PartnerCFM InsuranceConnie CostiganP.O. Box 968Concordia, MO 64020660-463-2223www.cfmimo.com

Silver PartnerCNA InsuranceMatt Hartigan5901 College Blvd. Suite 400Overland Park, KS 66211913-661-2701www.cna.com

Gold PartnerColumbia Insurance GroupShelly DeVoreP.O. Box 618Columbia, MO 65205

Happy Anniversary

as of Jan. 31, 2013

associate membersCompanies




573-474-6193www.colinsgrp.com

Gold PartnerConsumers InsuranceRon MattliP.O. Box 201Wappapello, MO 63966573-718-0613www.ciusa.com

Silver PartnerContinental Western GroupBob DowdP.O. Box 1594Des Moines, IA 50306515-473-3000www.cwgins.com

Bronze PartnerCornerstone National Insurance Co.Jim FrenchP.O. Box 6040Columbia, MO 65205573-817-2481www.cornerstonenational.com

Coventry Health Care of Missouri314-506-1737www.chcmissouri.com

Dairyland Auto and Cycle Insurance800-532-2525www.vikinginsurance.com

Delta Dental of Missouri314-656-2760www.deltadental.com

Silver PartnerElectric Insurance Co.Teri Jannett329 Woodmar Ct.Ballwin, MO 63011636-386-3723www.electricinsurance.com

Gold PartnerEMC Insurance Cos.Paula HutchinsonP.O. Box 1014Columbia, IL 62236618-281-9555www.emcinsurance.com

Bronze PartnerEMPLOYERSJoe CoxP.O. Box 1510Brookfield, WI 53005262-207-7021www.employers.com

Equity Insurance Co.800-777-0404www.equityins.net

Bronze PartnerFCCI Insurance GroupTracey Pfab12800 N. Meridian St. Suite 200Carmel, IN 46032317-571-3000www.fcci-group.com

Gold PartnerFirstCompPaula Zeedyk222 S. 15th St. Suite 1500NOmaha, NE 68102402-218-3940www.firstcomp.com

Silver PartnerForemost InsurancePete Worth2537 NE Old Paint Rd.Lee’s Summit, MO 64086816-509-2154www.distinctchoice.com

Bronze PartnerGrinnell Mutual Reinsurance Co.Kurt EavesP.O. Box 790Grinnell, IA 50112641-236-6121www.gmrc.com

Haulers Insurance Co.800-346-6071www.haulersinsurance.com

Illinois Casualty Co.309-793-1700www.ilcasco.com

InsureMax Insurance Co.812-858-3745www.insuremax.net

ISU Insurance Services of Indiana317-337-0905www.isugroup.com

Gold PartnerLiberty Mutual Business InsuranceChris Ingram14500 S. Outer 40 Rd. Suite 500Town and Country, MO 63017314-205-7501www.libertymutual.com

Lititz Mutual Insurance Co.913-685-9272www.lititzmutual.com

Gold PartnerMadison Mutual Insurance Co.Gary RobinsonP.O. Box 129Edwardsville, IL 62025618-656-3410www.madisonmutual.com

Platinum PartnerMeramec Valley Mutual Insurance Co.Marty Wynn, IIIP.O. Box 438Hillsboro, MO 63050636-789-3806www.meramecvalley.com

Diamond PartnerMissouri Employers MutualKim Ancell101 N. Keene St.Columbia, MO 65201573-499-9714www.mem-ins.com

MOPERM573-751-1266www.moperm.com

National Lloyds Insurance Co.254-399-0626www.natlloyds.com

Bronze PartnerNetComp InsuranceChris Crawford3800 Fernandina Rd. Suite 210Columbia, SC 29210678-699-5308www.NetCompInsurance.com

associate member directory continued from page 29



Bronze PartnerPatriot National Insurance GroupJohn Chisenhall Jr.555 Maryville University Dr. Suite 650St. Louis, MO 63141314-724-8574www.pnigroup.com

Patrons & Farmers Mutual of Missouri816-380-4241www.patronsandfarmers.com

Pekin Insurance Co.309-346-1161www.pekininsurance.com

Pa. Lumbermens Mutual Insurance Co.267-825-9354www.plmins.com

Bronze PartnerPhiladelphia Insurance Cos.Myles Essick8000 Maryland Ave. Suite 710Clayton, MO 63105314-721-6825www.phly.com

Producers XL785-825-1769www.producersxl.com

Diamond PartnerProgressiveDwight Hager5905 Cherish Ct.Lohman, MO 65053573-634-5486www.progressiveagent.com

Silver PartnerQBEMike Wicks13200 Metcalf Ave. Suite 400Overland Park, KS 66213913-402-6417www.qberegional.com

Gold PartnerSafeco InsuranceRoss Curcuru1400 S.

Highway Dr. Suite 100Fenton, MO 63026314-954-8641www.safeco.com

Sagamore Insurance Co.317-636-9800www.sagamoreinsurance.com

Silver PartnerSECURA Insurance Co.Wendy KrausP.O. Box 819Appleton, WI 54912920-739-4988www.secura.net

Silver PartnerSelective Insurance Co.Erik Reidenbach11711 N. Meridian St. Suite 800Carmel, IN 46032317-815-4343www.selective.com

Silver PartnerStandard InsuranceTom Trussell6800 College Blvd. Suite 500Overland Park, KS 66211913-266-0215www.standard.com

Bronze PartnerState Auto Insurance Co.Mark Heyde1300 Woodland Ave.West Des Moines, IA 50265515-453-8272www.stateauto.com

Strategic Comp504-841-0503www.strategiccomp.net

The Bar Plan Mutual Insurance Co.314-965-3333www.thebarplan.com

Bronze PartnerThe Cincinnati Insurance Co.Dane DonhamP.O. Box 145496Fairfield, OH 45250513-870-2968www.cinfin.com

Gold PartnerThe HartfordBob GulinoP.O. Box 790043St. Louis, MO 63179314-682-0100www.thehartford.com

Gold PartnerTravelersBridget TemmP.O. Box 66852St. Louis, MO 63166800-253-1304www.travelers.com

Gold PartnerUnited Fire GroupMike BroghammerP.O. Box 73909Cedar Rapids, IA 52407800-343-9125www.unitedfiregroup.com


Bronze PartnerUnited HealthcareGeorge DurkoP.O. Box 2560Maryland Heights, MO 63043800-627-0687www.uhc.com

Silver PartnerUnited Home Insurance Co.Matthew MillerP.O. Box 1546Paragould, AR 72451870-236-2208www.unitedhomeins.com

Gold PartnerWest Bend MutualDave WiersmaP.O. Box 746Kearney, MO 64060816-799-4229www.thesilverlining.com

5 Star Specialty Programs314-965-7474www.5StarSP.com

Alternative Risk Co.888-474-1217www.alternativeriskco.com

ARA Insurance Services816-842-6585www.ararental.org

Bohrer-Croxdale & McAdoo417-869-2550www.bcmins.com

Burns & Wilcox314-819-0400www.burnsandwilcox.com

Capitol Special Risks770-956-0125www.csrisks.com

Chris-Leef General Agency913-631-1232www.chris-leef.com

Bronze PartnerColumbia Commercial General AgencyRod Smith3201 S. Providence Rd. Suite 202Columbia, MO 65203573-256-2410www.ccga-ins.com

Bronze PartnerCommercial Insurance UnderwritersDavid Hinrichs901 E. St. Louis St. Suite 205Springfield, MO 65806417-883-3277www.ciusgf.com

Comp Control Corp.800-227-8711www.bicins.com

Continental American Agency314-241-7969www.caains.com

Davidson-Babcock913-469-1188www.davidson-babcock.com

Bronze PartnerGateway Underwriters AgencyBill Martin2458 Old Dorsett Rd. Suite 110Maryland Heights, MO 63043314-238-0070www.gua-stl.com

Graham-Rogers913-336-2800www.graham-rogers.com

Gresham & Associates417-823-3924www.gresham-inc.com

H&W Insurance Services913-676-9305www.hwunderwriters.com

Gold PartnerInsurance Program Managers GroupJeff Weber6685 Telegraph Rd.St. Louis, MO 63129888-978-4764www.ipmg.com

Insurance Specialties417-442-7825www.insspecial.com

Bronze PartnerInsurisk Excess & Surplus LinesTina Reed1800 N. Patriot Dr.Springfield, MO 65721417-883-2628www.insurisk.com

Irwin Seigel Agency800-622-8272www.siegelagency.com

Jaeger + Haines479-521-2551www.jplush.com

Bronze PartnerJ.M. WilsonCathy Baldwin4700 Belleview Suite 205Kansas City, MO 64112816-561-6700www.jmwilson.com

Bronze PartnerM.J. Kelly Co.Paul Adams4415 E. State Highway DSpringfield, MO 65809417-883-2688www.mjkelly.com

Bronze PartnerMed JamesMed James, IIIP.O. Box 2014Shawnee Mission, KS 66201913-663-5500www.medjames.com

Bronze PartnerMidwestern Insurance AllianceRusty BurnettP.O. Box 436909Louisville, KY 40253800-356-8457www.midwesterninsurance.com

Platinum PartnerMissouri Rural Services Corp.Alan Clark


Wholesalers

associate member directory continued from page 31


P.O. Box 104268Jefferson City, MO 65110573-635-9300www.missouriruralservices.com

Owner-Operator Services816-229-5791www.ooida.com

Ringwalt & Liesche Co.800-708-7448www.ringwalt.com

Bronze PartnerRisk InnovationsJeff Sandy255 NW Blue Parkway Suite 104Lee’s Summit, MO 64063816-251-1628www.riskinnovationsllc.com

RSI International636-391-4841www.rsimo.com

Specialty Insurance Managers800-371-2224www.simtexas.com

Stuckey & Co.636-625-8875www.stuckey.com

Taylor Insurance Services800-422-3170www.taylorins.com

Truckers Insurance Associates515-276-7704www.truckers-insurance.com

W.A. Schickedanz Agency618-233-0644www.waschickedanz.com

Bronze PartnerWestropeTara Shertenlieb1100 Walnut St. Suite 3200Kansas City, MO 64106816-842-8222www.westrope.comWorldwide Facilities314-436-3318www.wwfi.com

Bronze PartnerAgent Support Network of MissouriScott Loveland2332 W. Kingsley St. Suite ASpringfield, MO 65807417-882-8055www.ASNOA.com

Gold PartnerAnthem Workers’ CompensationTammy Lippmann1831 Chestnut St.St. Louis, MO 63103314-925-6015www.healthlink.com

Gold PartnerBankDirect Capital FinanceDave RudolphTwo Conway Park150 N. Field Dr. Suite 190Lake Forest, IL 60045847-295-4125www.bankdirectcapital.com

Bronze PartnerCapital Premium FinancingLorie Estelle8331 Oakview CircleLenexa, KS 66215800-767-0705www.capitalpremium.net

Couri Insurance Associates262-548-8077www.couriagents.com

CRDN of Greater St. Louis618-224-9211www.crdnofgreaterstl.com

Bronze PartnerImperial PFSMike KeeganP.O. Box 419090Kansas City, MO 64141816-942-6336www.ipfs.com

INSURICA Insurance Management Network580-355-1122www.insurica.com

Lewis E. Melahn, Attorney-at-Law573-636-5057

Missouri One Call System573-635-1818www.mo1call.com

Bronze PartnerSAMBA SafetyJohn Chavez1730 Montano Rd. NW Suite FAlbuquerque, NM 87107505-797-2622www.samba.biz

Select Imaging913-747-2700www.selectimagingcorp.com

ServiceMaster Restoration417-868-8111www.servicemasterclean.com

Surplus Lines Association of Missouri573-635-0736www.inglishmonaco.com

Bronze PartnerValley Insurance Agency AllianceHenry Powers7745 Carondelet Ave. Suite 200Clayton, MO 63105314-333-4910www.ivaa4u.com


Vendors



www.iiaba.net/Flood

Don’t get caught - Big “I” Flood can help!Failure to offer flood insurance to each of your personal and commercial clients can create an enormous E&O liability for your agency. Why risk facing lawsuits from clients who experience flood damage? Make documenting your offer of flood coverage part of your agency’s Best Practices. Not only will you protect your agency, your clients have an opportunity to purchase this important coverage. And Big “I” Flood has the forms to use!

Big “I” Flood provides:ACCESS - In, Above & Outside of the NFIP!EDUCATION - Classroom CE or the new Flood Learning Center on VUADVOCACY - Representation on Capitol Hill & NFIP advisory committees

Learn more at www.iiaba.net/Flood, or contact Big “I” Flood Program Manager Linda Mackey at [email protected] or (800) 221-7917. Let us explain how we operate in, above, and outside the NFIP!


www.iiaba.net/Flood

Don’t get caught - Big “I” Flood can help!Failure to offer flood insurance to each of your personal and commercial clients can create an enormous E&O liability for your agency. Why risk facing lawsuits from clients who experience flood damage? Make documenting your offer of flood coverage part of your agency’s Best Practices. Not only will you protect your agency, your clients have an opportunity to purchase this important coverage. And Big “I” Flood has the forms to use!

Big “I” Flood provides:ACCESS - In, Above & Outside of the NFIP!EDUCATION - Classroom CE or the new Flood Learning Center on VUADVOCACY - Representation on Capitol Hill & NFIP advisory committees

Learn more at www.iiaba.net/Flood, or contact Big “I” Flood Program Manager Linda Mackey at [email protected] or (800) 221-7917. Let us explain how we operate in, above, and outside the NFIP!

Staff profile

What is your educational background? I graduated from Central Methodist University in 2007 with a B.S. in business management.

Tell me about your typical work day. I plan all of the education classes. I work two years out on most of my classes, so the years always go by so fast for me. I work very closely with instructors in the planning process and then onsite when I administer. I also work closely with the hotels on details such as food, beverages, sleeping rooms, etc. so that they are all up to our high standards. When onsite, I am also there to assist members with any questions or concerns.

What do you enjoy most about your job? Interacting with members at classes and events, and joining them in the process of obtaining their designations. It’s a constant reminder of how good it is to be a part of the in-surance profession.

What was your first job? I worked as the cook at a daycare.

What has been your most significant accom-plishment as a professional? Overcoming the obstacle of change. I followed a great lady who had been with MAIA for 13 years. I had huge shoes to fill. I have been the education director for 4 years now, and I feel that I have earned the title.

Who has had the biggest influence on your career? My dad. He is the most dedicated and hardworking individ-ual I know. He has worked at the same job for 35 years and still loves what he does. He always gives 110 percent.

Tell us about your family.My husband’s name is Brendan. We have two children, Justyce, three, and Eli, who will be two at the end of April.

What is a goal you’re still trying to accomplish? Balancing my work and home life.

What was your most rebellious moment? When I was in the eighth grade, a friend and I snuck out to meet a guy we met on the Internet. We walked to the local ballpark to meet him. I now realize how bad that could have turned out for us. We ended up getting caught.

How do you hope to be remembered?I hope to be remembered as a wonderful mother, wife, daughter and sister, as well as a passionate team player and someone who always worked her hardest in everything she did.

Who is your biggest fan? My 3-year-old daughter. Her new thing is, “When I get big, we will share shoes and I will get my ears pierced, and I will be just like you, Mom.” If I am ever having a bad day, she always knows what to say to get me to smile, and she is just so honest. She is my little mini-me!

Emily Koenigsfeld

Pet peeve People who don’t strive to succeed at everything they do.

FavoritesFood: MexicanColor: PinkMusic: CountryTV show: Grey’s AnatomyMovie: A League of Their Own

Title: Education DirectorStarted: September 2008

Right: Events & Education Dept.

Below: Koenigsfeld Family


New year, new laws

Brent Speightpresident, Scott Agency

I had big ideas regarding what I was go-ing to say in this column and actually had it written, and then I changed my mind. I will try to be short and to the point.

This is 2013, one year before the full ef-fects of the Patient Protection and Afford-able Care Act reach the American people and businesses we represent. Yes, we have been witnessing some of the aspects of the new law, but 2014 is the big year when most of the aspects of the law become effective. In my opinion, no other federal government legislation has impacted our clients, our neighbors, our families and our businesses more than the Affordable Care Act. I have been in this business for more than 37 years, and no other legislation has had me reading about actions taken by the federal govern-ment almost every day.

In case some of you have been sleeping for almost three years, the federal govern-ment bureaucrats and some elected officials do not want us agents to have much to do with the Affordable Care Act and its imple-

mentation. I made this statement to a retired successful businessman a few days ago, and his question was, “Who is going to help the consumer?” I don’t know about you, but our agency spends more time today on health care than we ever have, and the Affordable Care Act is not even fully implemented yet.

My point: Can we afford to stand on the sidelines any longer and let others affect the future of our clients and our agencies? My an-swer is “NO!” There are many issues being dis-cussed in the Missouri General Assembly, the U.S. Congress and among federal government bureaucracies that will affect each one of us.

What can we do about it? First, we can be more involved with and more informed about what is occurring in Washington, D.C., and Jefferson City, which might affect our clients, both personal and commercial, as well as our agencies. Call or write your Mo. Representa-tive, your Mo. Senator, your U.S. Congressmen or your two U.S. Senators. They really do want to hear from you, as long as your thoughts are presented in a professional, concise manner.

new obligations


YOU CAN’T TAKE A PICTURE OF TWO OF THE MOST IMPORTANT THINGS THAT UTICA’S HELPS YOU PROTECT.Your future and your reputation.There’s not much more important than that.

Utica has been in the Agents’ E&O business – continuously – since 1966 and realizesthat your agency’s core assets aren’t always on paper. We’ve provided legal defense for claims against agents that could have closed their agencies without this protection. And when you have the Utica program behind you, it reinforces with your clients your reputation for running a professional insurance organization.

Find out why we think the Utica program is the best. Our underwriters ONLY do Agents’ E&O insurance and they can put a picture-perfect program of protection together, at a level that will suit your needs. Call today to find out more: (866)860-1914.

from the people who know

Secondly, you could sign up to attend Day at the Capitol, March 6, 2013, in Jefferson City or contact MAIA Executive Vice President Larry Case ([email protected]) about at-tending the Big “I” Legislative Conference in Washington, D.C., April 17-18, 2013. By attending either or both events, you will be better informed than you are today. I speak from experience, as I have been attending both events for more than 20 years, and I believe I am a better person for it, both to my clients and to our association. It makes me feel better to look my clients in the eye and say I am doing my best to assist them, their families and their employees.

Finally, and most importantly, you can get out your checkbook or your credit card and make a contribution to InsurPac and MAPAC, our association’s national and state political action committees. In 2012, under Jo Ann Evans’ excellent leadership, more people donated to InsurPac from Missouri than ever before, but more of us need to do so in 2013. Larry Case, MAIA lobbyists and IIABA coun-

terparts cannot be truly effective in their most important functions for our association without our help.

This is a new year, 2013, so please sit down today and make a deci-sion to make a contribu-tion to InsurPac and MAPAC. If you have any questions, concerns or comments, please con-tact Larry Case or me ([email protected]). You will make a difference. You will be more involved, you will be more informed and you will be a better person for it!

Brent Speight, CIC, MPA, is president of the Scott Agency, Montgomery City. He is a past president of MAIA and became chairman of the PAC Fundraising Committee in 2012 after serving on it and numerous other association committees over the past two decades.


Business interruption: planning for a what-if situationWhat if: It’s mid-evening on a cold winter’s night and you “get the call.” A commercial client’s building is on fire. Unfortunately, the fire department can’t save it, and you and your client have a devastating total loss. What’s next?

There is the direct damage to the building and the business personal property, but you are not worried about adequate limits. You have discussed this with your client and have done your homework, and you know you have the coverage he needs. But what about his business interruption potential? How does the protection you have sold the client, whether you are using a commercial property or a business owners policy form, allow your client the ability to be paid for his business interruption? What if he can’t allow an inter-ruption because of fear that he will lose his customers?

What you have done will determine whether or not the client is able to continue operations (even on a partial or limited scale), saving his customers and staying in business or whether he has to close the doors and go out of business.

As agents attending various seminars and continuing education classes, and yes, even prompted by company underwriters, we’re consistently reminded and urged to insure property to value and provide adequate lim-its of liability. The underwriters will often tell you they think that building limits might be a bit low, and there are various methods to de-velop estimates of what it will cost to rebuild.

Clients understand when you discuss re-placement cost coverage on the business personal property, and you can help develop what you believe are adequate limits for this exposure. But what about the coverage for the insured’s potential financial needs to continue his business in the event of a loss? This last directive may very well be the most important. You may have even looked at the client’s financial statement and what the po-tential for loss of income might be. But have you really talked to your insured to under-stand what he needs in case of a shut down?

The big question: What are proper or ad-equate limits for business interruption and extra expense coverages?

David Walkercommercial accounts broker, Mills & Sons Insurance

How do we, as insurance counselors and perceived experts, help the client arrive at a proper measure of what his financial and op-erations exposures are (or will be in the next year)? This is where you need to know your client and what he is doing. Don’t assume that all business operations are generic or similar. A business with $5 million in revenue is not necessarily going to incur a greater business income and extra expense loss than a similar operation half that size.

To illustrate: A recent total fire loss to a service operation with general annual rev-enues totaling $1.2 to $1.3 million produced an actual extra expense payment of nearly $1.15 million. The business income loss was very small.

How did this happen? You didn’t know your client. After all, this is a simple Main Street service business. How difficult could it be? But now you find out your client has spe-cial needs. You now find out your client has a multiple large key accounts and if services cannot be provided without interruption, your client will lose the key customers and with them, a major portion of annual income and profits.

Your client has not ever been asked about planning ahead. You and your client are scrambling for a solution. Your client has to go out and find independent third-party vendors, people who potentially provide the same services, to service his key accounts. Cost is not a concern. Keeping the clients is.

Repairs, replacement of the building and business personal property, including some specialized equipment, will take nearly 11 months. Your insured cannot lose these clients. That would shut down his business forever.

The insured is now faced with finding a business far enough away so that he is not giving his business to a competitor, making arrangements either for that other business to gear up for the extra workload or for his employees to temporarily live out of town and work a night shift at this other business’ facilities to get your work done, the transpor-tation expenses for getting the customers’ goods to these out-sources for processing, getting the finished products back to the cus-

technicalities


Get to where you’re goingwith MAIA Education

CISR Seminars*Nominations for Outstanding CSR of the Year now being accepted.

Details at www.missouriagent.org under “Upcoming CISRs.”*

March 5, Commercial Property, ChesterfieldMarch 7, Commercial Casualty I, Cape Girardeau

April 2, William T. Hold, ChesterfieldApril 23, Personal Residential Property, Springfield

CIC InstituteApril 17-19, Commercial Property, St. Charles

Errors & Omissions SeminarsMarch 20, Meeting the Challenge of Change, Columbia

May 14, Meeting the Challenge of Change, Jefferson City

Risk Specialist SeriesApril 24-25, Disaster Preparedness for Agents & Clients, Jefferson City

June 26-27, Life & Health Options for the Business Owner, Jefferson City

Convenient online registration with full agendas, CE details and printable flyers

available now at www.missouriagent.org.


Get to where you’re goingwith MAIA Education

CISR Seminars*Nominations for Outstanding CSR of the Year now being accepted.

Details at www.missouriagent.org under “Upcoming CISRs.”*

March 5, Commercial Property, ChesterfieldMarch 7, Commercial Casualty I, Cape Girardeau

April 2, William T. Hold, ChesterfieldApril 23, Personal Residential Property, Springfield

CIC InstituteApril 17-19, Commercial Property, St. Charles

Errors & Omissions SeminarsMarch 20, Meeting the Challenge of Change, Columbia

May 14, Meeting the Challenge of Change, Jefferson City

Risk Specialist SeriesApril 24-25, Disaster Preparedness for Agents & Clients, Jefferson City

June 26-27, Life & Health Options for the Business Owner, Jefferson City

Convenient online registration with full agendas, CE details and printable flyers

available now at www.missouriagent.org.

tomers in a timely manner, and some (but a minor percentage) of actual loss of income.

Back to the what-if scenario and what questions to ask. What should you review with your client to arrive at a reasonable limit for the business income and extra expense exposures?

• First and foremost, ask your client what is special or unusual about his business. Have him explain what it is that he does and whether he has any key clients or suppliers.

• Find out what advanced planning the client has done in the event of a major, devastat-ing loss? Has he ever thought about what the worst case scenario would be? Can your client afford to be paid to be out of busi-ness, or does he need to keep providing his product or service at all costs? What would those costs be?

• If there is a need to stay in operation, ask how he plans to do that. Does he have a contract or gentlemen’s agreement with a similar business, maybe even a competitor, which is willing to service his customers? At what costs? Are they going to charge him a fee for this? Does this business have the capacity to handle the extra work? Will a second shift be required? Do your client’s employees have special skills that will be needed? If your client’s employees are out of work for months, will they be easy to replace? What unemployment tax conse-quences could the client face if he lays off staff due to a lengthy delay in repairs?

• Find out how many similar businesses that can be out-sourcing facilities are located within the area. It could certainly add to the extra expense exposure if the insured has to arrange for transportation of his key customers’ goods to a distant location for service. In the illustrated case loss, the in-sured was transporting (luckily by his own trucks) customer goods a distance of 60-90 miles each way.

• Be sure you know how many locations your insured has. Is there any interdependency between operations at multiple locations, which may cause a loss at one location to adversely affect continued operations at the other locations?

• Ask your client what payroll will need to be continued and for how long. Does it in-clude “ordinary income”?

• Ask the insured (and his advisors) for his estimate of how long it would take to

repair or rebuild his facility. Are there any unique or special fea-tures of the facility that would add to this time table? (This could be quite significant.) In the illustrated case, it took nearly 10 months to get a replacement facility located, rehabilitated, retro-fit and equipped. Naturally, this added to the out-sourcing extra expense.

• Find out if the machinery and equipment your client uses for production and process-ing is readily available and at what cost. Are there any additional transportation or installation costs, which may have not been considered when valuing the prop-erty insurance? That situation could involve a policy interpretation issue if the insurer questions the definition of a “necessary” expense. Again, in the illustrated case, the business had to shop for replacement equipment on a nation-wide basis. The cli-ent incurred delays in finding, transporting and installing (with troubleshooting) the equipment to get the replacement facility up and running. Does your client know that he has a readily available supplier for his parts, equipment, supplies, raw-material?

• Determine if there is a seasonal aspect to the client’s business wherein a loss at their busiest time of year would add to the fi-nancial loss. Examples might include a year book printer, a holiday product manufac-turer or processor, etc.

Ironically, in the illustrated claim, the direct property loss was $1.19 million, not including debris removal, almost exactly what the busi-ness income and extra expense loss came to. In post settlement review with the insured and his accountant, it was never imagined that potential needs to continue the opera-tions with a minimal interruption would have amounted to this figure. But then no one had asked the client to think about the what-if scenario.

Considering that the account was insured on a business owners policy, with an actual loss sustained limit for business income and extra expense coverage, many of the consid-erations and factors noted above were never discussed with the client, and the client had continued on page 47

technicalities continued from page 39


The Trusted Choice Marketing Reimburse-ment Program has announced expanded ben-efits for 2013. The program will now include advertising costs in the expenses eligible for reimbursement. In addition, the new guide-lines remove the lifetime cap on MRP ben-efits that was implemented in 2012. Agencies that have previously reached the maximum reimbursement are again eligible for funds this year.

The MRP reimburses any Big “I” member agency for expenses incurred for co-branding materials such as business cards, letterhead,

envelopes, and marketing or advertising materials with the Trusted Choice logo. It also provides reimbursement for creating or updating a digital presence to include the Trusted Choice logo, a link to TrustedChoice.com and the Pledge of Performance.

All reimbursements made will be 50 per-cent of the invoiced amount up to a maxi-mum of $500 per location per year. Find full guidelines online at www.trustedchoice.com/agents. Please contact MAIA’s Dawn Patter-son if you need help logging in.

Marketing Reimbursement Program expanded

Trusted Choice Branding Checklist

o Log on to www.trustedchoice.com/agents, and update your agency’s profile.

o Attach the Trusted Choice logo decal to the front door or window of your agency. (E-mail

[email protected] for decals.)

o Add the Trusted Choice logo to your automatic e-mail signature.

o Review the Pledge of Performance (available under the “Logos/Pledge” tab at

trustedchoice.com/agents) with your employees.

o Order the Pledge of Performance plaque (available under the “Logos/Pledge” tab at

trustedchoice.com/agents under the “Value of the Pledge” subheading) to hang in your

office reception area.

o Place the Pledge of Performance tent cards in high consumer traffic areas of your office.

(E-mail [email protected] for copies.)

o Incorporate the Trusted Choice logo on all collateral material, including:

• Business cards

•Agency letterhead

•Apparel with agency name

• Stationary and envelopes

•Agency signs

•Marketing materials

• Checks• Fax cover sheet

•Website

o Add the brief descriptive of Trusted Choice (available under the “Branding Basics” tab at

trustedchoice.com/agents under the “Branding Articles” subheading), the logo and the

Pledge of Performance to your website, and include a link to www.trustedchoice.com.

o Add the descriptive, logo and Pledge of Performance to your sales proposals, direct-mail

pieces and new policy mailers.

o Log on to www.trustedchoice.com/agents to find customizable TV, radio, print and

billboard ads for your agency’s use, as well as helpful information on buying broadcast

and print media.


SUPPORT YOUR MISSOURI WHOLESALERSFor all hard-to-place, Excess and Surplus Lines and specialty accounts.

Call the people that support your organization.

P. O. Box 1496 • Jefferson City, MO 65102(573) 635-0736

American Surplus Lines Agency, Inc. 913-888-8400 877-642-2752 Fax 866-936-0400 www.ASLAINC.netBohrer, Croxdale & McAdoo 417-869-2550 800-779-2550 Fax 417-869-5102 www.bcmins.comBreckenridge Insurance Services, LLC 314-725-8394 800-999-4774 Fax 314-725-4317 www.breckis.comBurns & Wilcox - St. Louis 314-819-0400 800-331-4128 Fax 314-819-0440 www.burns-wilcox.comBurns & Willcox - Kansas City 913-451-3135 866-476-0439 Fax 913-451-3156 www.burns-wilcox.comChris-Leef General Agency, Inc. 913-631-1232 800-548-0491 Fax 913-631-1128 www.chris-leef.comContinental American Agency, Inc. 314-241-7969 866-764-8451 Fax 314-241-1474 www.caains.comDavidson-Babcock, Inc. 913-469-1188 800-203-3223 Fax 913-469-1177 www.davidson-babcock.comGateway Underwriters Agency, Inc. 314-238-0070 800-325-7652 Fax 314-238-0065 www.gua-stl.comGraham-Rogers, Inc. 918-336-2800 800-456-8123 Fax 918-336-7196 www.graham-rogers.comGresham & Associates 417-823-3924 866-251-9646 Fax 417-823-3979 www.gresham-inc.comMed James, Inc. - Kansas City 913-663-5500 800-255-6503 Fax 888-216-2014 www.medjames.comMed James, Inc. - Springfield 417-886-3535 800-255-6503 Fax 417-886-2295 www.medjames.comMed James, Inc. - St. Louis 636-524-0080 800-255-6503 Fax 636-524-0088 www.medjames.comM.J. Kelly Company 417-883-2688 800-725-7211 Fax 800-678-7211 www.mjkelly.comSwett & Crawford 314-821-2699 Fax 314-822-2135 www.swett.comWestrope 816-842-8222 Fax 816-842-3081 www.westrope.comWestrope General Agency 816-246-1200 800-788-4347 Fax 816-246-1290 www.westrope.comWorldwide Facilities, Inc. 314-436-3318 Fax 314-436-4309 www.wwfi.com

Association of Missouri

36052_Surplus Lines_Layout 1 7/13/2012 9:11 AM Page 1

DIFP announces recoveries for policyholders, new auto brochureOur annual numbers have been released, and I’m pleased to report that consumers who filed complaints with the Department of Insurance, Financial Institutions and Pro-fessional Registration in 2012 received $10.6 million in additional claims payments from their insurance companies.

Health insurance generated the most complaints from consumers, followed by auto and homeowners. The most com-mon reasons for complaints were denial of claims, claim delays and unsatisfactory pay-ment offers.

Some notable accomplishments:

•A northwest Missouri couple contacted the department because their health insurance claims weren’t being paid. The couple was told by their insurance company that their policy was a limited

benefit plan, even though their agent told them it was a comprehensive major-medical policy when they bought it. The insurance company has agreed to pay out more than $200,000 since the department became in-volved, far above the coverage limits in the couple’s policy.

•A Franklin County man contacted the de-partment after he was having claim pay-ment issues with his motor vehicle extended service contract provider. The man had been without his vehicle for five months after he took it in for service because the engine was smoking. Once the department became in-volved, the company agreed to pay $3,000, the maximum amount under the terms of the contract, to have his vehicle repaired.

•A Boone County man filed a complaint re-garding a claim delay on stolen property. When the department became involved, the

John M. Huffdirector, Missouri DIFP

fromtheDIFP


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company resolved the issue and paid nearly $59,000.

I’m sure these are familiar stories for many of you, as you are often the first resource policyholders turn to with their insurance claims, as well as their challenges during the claims process.

In 2012, the department handled 3,851 for-mal complaints, while answering questions from 9,240 consumers in writing and more than 22,000 over the telephone.

Health insurance led the list of complaints with 1,068, followed by auto (809) and home-owners (717).

In addition to recoveries from complaints, consumers also received money back as a result of market conduct efforts in 2012. Our exams and investigations returned $2.4 mil-lion to consumers, health care providers and the state. Market conduct activities also gen-erated more than $5 million in penalties paid by insurers.

Second autism report shows negli-gible impact on health costsAs part of the landmark autism insurance law signed by Gov. Jay Nixon in 2010, the DIFP is required to produce an impact report on Feb-ruary 1 of each year. We saw continued good news in 2012: Paid claims increased by 52 percent to $6.6 million, reflecting a growing demand among Missouri families affected by autism. Even better news is that the figure accounted for just 0.16 percent of insurer health claims in 2012. Many in the industry had predicted dire consequences for health costs and premiums as a result of the autism insurance mandate. I’m pleased to report those predictions have not come true.

New consumer guide to auto insuranceWe now have a third new consumer brochure educating the public on various lines of insur-ance. In the spring of 2012, we released bro-chures about homeowners and renters insur-ance, based on needs we saw after the Joplin tornado. Now we have a consumer guide to auto insurance, which covers many issues con-sumers deal with in buying coverage, filing claims and having repairs done.

Our 16-page publication is in full color and a user friendly, easy-to-read format, which includes a policy shopping comparison guide; sample declaration page; an explanation of liability, uninsured motorist, collision and comprehensive insurance; SR-22 issues; and much more.

The new brochure is available on our web-site at insurance.mo.gov or by contacting our office at 573-751-4216.

This article expresses the official views and opinion of the Missouri Department of Insur-ance, Financial Institutions and Professional Registration, which may not necessarily be those reflected by the Missouri Association of Insurance Agents.

technicalities continued from page 41

never given them a thought. This can be a problem when relying on a BOP: We often don’t take the time or effort to really get to know our clients, their needs and exposures, and the reality of what-if scenarios for their businesses.

What is the best or proper format to use for a client who might qualify for the BOP but has unique or outside-the-box exposures and needs? • If there is potential for the time of resto-

ration to exceed 12 months, consider the commercial property form.

• In calculating the maximum probable loss, don’t forget to ask and review many of the factors noted earlier.

• Do not rely on the commercial property business interruption worksheet. It is pret-ty basic and is not industry specific. Many in the insurance industry feel it can certain-ly be confusing and misleading to the client and those assisting him in its completion (including his agent). See if you can find a better form or worksheet. There are many company-designed worksheets that do a much better job.

• Understand the potential for a business income loss; determine if your client has a business interruption exposure or an ex-

tra expense situation. Walk your insured through different what-if situations, and then have him walk you back through what his needs are so you both understand the exposures.

• Look at the different endorsements avail-able for use with the commercial property business income forms. Understand what each is for and how it can be used to best provide protection for your client.

In summary, while the preparation and review of business income values can be a tedious and problematic task, it is ultimately one of the most important processes to let you assure the client that you have adequate-ly insured him with a reasonable limit of cov-erage. By keeping your client in business, you not only allow him to stay open well past the loss, but you still have a client who is in busi-ness. Your interests are tied to your clients’ best interests. Remember, keep the doors open and insure the what-if.

David Walker, CIC, is a commercial accounts broker with Mills & Sons Insurance, Clinton. He has been a member of the MAIA Technical Committee since 2004 and has served several other association committees since 1987.


• Never alter dates on forms.• Submit all documents by the deadlines set

by the Risk Management Agency.• Review the summary of coverage and for-

ward a copy to the insured to as soon as possible.

• If any errors are discovered, contact the crop carrier and attempt to resolve them immediately.

• Document, document, document!

If any of the above stories have a familiar ring to them, now is the time to review your agency’s practices and adopt the best practic-es above. An ounce of prevention is worth a pound of cure. Have a productive crop insur-ance placement and renewal season.

This article is intended to be used for general informational purposes only and is not to be relied upon or used for any particular pur-pose. Swiss Re shall not be held responsible in any way for, and specifically disclaims and li-ability arising out of or in any way connected to, reliance on or use of any of the informa-tion 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 sub-stitute for the recipient obtaining such ad-vice. 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.



the employee must know the limitations on what an unlicensed person can do within an agency. Regulation 20 CSR 700-1.020 has an excellent list of which activities require licen-sure and which do not, each listed under the general activities triggering licensure, those being the solicitation, negotiation and sale of an insurance contract. For example, some-one only providing accounting would not seem to require licensure and is not likely to have issues. But anyone answering a phone needs to know these limitations and abide by them carefully.

Referral feesAnother area triggering questions about unlicensed personnel is whether they can receive a referral fee. Section 375.076.4 out-lines the general rule regarding payments to unlicensed persons. It states that an insur-ance producer may pay valuable considera-tion to persons who do not sell, solicit or

thelegalside continued from page 9

negotiate insurance in Missouri, unless the payment would be a rebate. Therefore, as long as the person only refers a potential cus-tomer to a producer and participates in no ac-tivity that would require an insurance license, the producer may pay that person a referral fee, so long as the fee doesn’t appear to be a rebate. A person clearly cannot get a referral fee on their own insurance.

If you desire to see the actual statutes and regulations cited in this article, you can be connected to them on the Department of Insurance, Financial Institutions and Profes-sional Registration’s website, www.insurance.mo.gov, under the heading “Find Laws and Regulations.” Also on that homepage, under the heading “Agents,” there is a frequently-asked-questions section with good informa-tion on many licensing questions. Hopefully the issues addressed herein and the depart-ment’s website will provide you with some dir-ection on questions that may be nagging you.

if you couldn’t guess, I will be sending one or two CSRs to this event also.

Finally, I would be remiss in not men-tioning the rest of the players in our team lineup. Many of our past and future successes would not be pos-sible without the insurance compa-nies, wholesalers and vendors that comprise our associ-ate membership.

Many of these “all stars” have participated in our Partnership Program for the past 15 years. In 2013, we once again have more than 65 participants in the program, which you will see listed in the associate member direc-tory, starting on page 29.

Not only have our Partners supported MAIA financially, but maybe even more im-portantly, they have supported the associa-tion with their participation in our events. You can say they give support both fiscally and physically. As independent agents, we can’t thank them enough for their support.

Recruiting insurance companies for the Partner Program is very much like recruiting agents for MAIA membership. You have to discuss not just the features but the actual benefits and relevance to signing up. I re-member one conversation I had with a carrier who stated his company had limited repre-sentation and didn’t need to attend events to see his agents. He didn’t see the value.

This was all very true, but then we dis-cussed what MAIA really does. I explained that MAIA is the voice for the insurance industry in Missouri. The advocacy that is involved is not just for agents. It includes in-surance companies, wholesalers, vendors and anyone else who supports the great industry we are all a part of. We briefly discussed an example of some recent litigation our asso-ciation was involved in on behalf of members and Partners. The light went on, and we had another partner for 2013.

I know I speak for MAIA Executive Vice President Larry Case, his staff and all our members when I say thank you to all of our Partners for their participation again in 2013.

The support MAIA receives from our Part-ner companies, wholesalers and vendors

is wonderful. Shouldn’t agency

owners and managers show this same level of sup-

port for our own employees? Join me by supporting both the Elite Force Sales Training School and the CSR Development

Conference. Here’s to a great 2013 season.

fromthepresident continued from page 5


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Enforcement actions• Roshenna Berry, St. Louis, Mo., voluntary

forfeiture of $250 for omitting informa-tion from the license application.

• Chicago Title Co., Overland Park, Kan., voluntary forfeiture of $1,300 for allowing an unlicensed producer to conduct busi-ness as a closer.

• Ryan Daniel, Maryville, Ill., voluntary for-feiture of $500 for issuing a certificate of insurance with false or misleading information.

• Jeffrey A. Farley, Grain Valley, Mo., insur-ance producer license refused.

• Katelyn L. Gillis, Olathe, Kan., voluntary forfeiture of $1,300 for conducting busi-ness without a producer license.

• Eliberto Gracia Jr., Miami, Fla., voluntary forfeiture of $350 for providing incorrect information on the insurance producer license application.

• Artir Halili, Kansas City, Mo., voluntary surrender of insurance producer license.

• Oliver W. Hammond, Holden, Mo., bail bond agent license refused.

• Interstate Specialty Marketing, Tustin, Ca-lif., voluntary forfeiture of $750 for failing to report three administrative actions by another jurisdicition.

• Investor’s Title Co., St. Louis, Mo., volun-tary forfeiture of $2,000 for distributing misleading and incomplete documents to prospective clients.

• Michael Karseboom, East Quogue, N.Y., voluntary forfeiture for providing in-complete information on the license application.

• William Kelly, St. Louis, Mo., voluntary for-feiture of $250 for failure to report an ad-ministrative action by another jurisdiction.

• Christopher S. King, Fort Worth, Texas, non-resident insurance producer license refused.

• Rolland J. Labriola, Bridgeton, Mo., insur-ance producer license granted subject to special conditions.

• Kenneth Lott, Utica, N.Y., voluntary forfei-ture of $250 for providing incorrect infor-mation on the insurance producer license application.

• Kenneth MacPherson, Springfield, Mo., voluntary forfeiture for failing to report disciplinary action by FINRA.

• Jeffrey Martin, Hoschton, Ga., voluntary sur-render of insurance producer license.

• Wade McAnelly, Dubuque, Iowa, voluntary forfeiture of $250 for failing to disclose an administrative action by another jurisdiction on the insurance license renewal application.

• Robert J. Middleton, Grover, Mo., insurance producer license refused.

• Patrick Moore, Florissant, Mo., consent order dated Nov. 2, 2009, dissolved and any condi-tions placed on Moore’s license removed.

• Jason Norton, Jennings, Mo., motor vehicle extended service contract producer license refused.

• Kevin O’Dwyer, Kansas City, Mo., insurance producer license revoked.

• James E. Otto, Overland Park, Kan., non-res-ident insurance producer licensed renewal refused.

• Melinda S. Parker, Lee’s Summitt, Mo., insur-ance producer license refused.

• Pamalynn Smith, Louisville, Ky., voluntary forfeiture of insurance producer license.

• Lance Stratman, Jefferson City, Mo., volun-tary forfeiture of $250 for failing to report prosecution for a felony.

• Debra Townsend, Belleville, Ill., non-resident insurance producer license revoked.

• Jeffrey A. Vise, Houston, Texas (last known), public adjuster license refused.

• Michael R. Volts, Weston, Fla., non-resident insurance producer license refused.

• Jason Wanstreet, Kansas City, Mo. (last known), insurance producer license refused.

• Dannielle Welch-Benson, St. Peters, volun-tary surrender of insurance producer license.

Market conduct exams• Alfa Vision Insurance Corp., Montgomery,

Ala., stipulation of settlement filed and vol-untary forfeiture of $75,250.

• Farm Bureau Town & Country Insurance Company of Missouri, Jefferson City, Mo., stipulation of settlement filed and voluntary forfeiture of $73,000.

• First American Title Insurance Co., Scotts-dale, Ariz., stipulation of settlement filed and voluntary forfeiture of $165,000.

• Healthy Alliance Life Insurance Co., St. Louis, Mo., cease and desist order filed re-lating to violations pertaining to the offer of coverage for contraceptives and elective abortions.

Today, the faster you move, the more likely you are to succeed. Agents know this. That’s why so many

choose SECURA to help their business grow. Call 1-800-558-3405. Write your own success story.SM

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• Sompo Japan Insurance Company of America, Charlotte, N.C., stipulation of settlement and voluntary forfeiture of $25,250.

Company changes• Association of Certified Mortgage Origi-

nators Risk Retention Group, Washington, D.C., effective Dec. 12, 2012, registered as a risk retention group.

• Community Health Plan (HMO), St. Joseph, Mo., effective Dec. 20, 2012, redomesti-cated to Connecticut.

• Community Health Plan (third party ad-ministrator), St. Joseph, Mo., effective Dec. 5, 2012, withdrew as a third party administrator.

• Cornerstone Risk Solutions, Wichita, Kan., effective Dec. 27, 2012, was admitted as a third party administrator.

• Coventry Health and Life Insurance Co., Bethesda, Md., effective Dec. 20, 2012, redomesticated to Missouri.

• Delaware American Life Insurance Co., Wilmington, Del., effective Nov. 6, 2012, was admitted with life, annuities and endowments, and accident and health authorities.

• Fiduciaries Risk Retention Group, Wash-ington, D.C., effective Dec. 12, 2012, regis-tered as a risk retention group.

• Gateway Insurance Co., St. Louis, Mo., effective Nov. 1, 2012, filed Form A for proposed acquisition of aforementioned company by Atlas Financial Holdings.

• GBU Financial Life, Pittsburgh, Pa., effec-tive Dec. 7, 2012, changed its name from Greater Beneficial Union of Pittsburgh.

• Genpact Insurance Administration Servic-es, Danbury, Conn., effective Nov. 5, 2012, changed its name from Genpact Mobility Services.

• Hermitage Insurance Co., New York, N.Y., effective Dec. 27, 2012, was added to the list of eligible surplus lines insurers.

• IMA of Kansas, Wichita, Kan., effective Nov. 5, 2012, withdrew its certificate of authority as a third party administrator.

• Individual Assurance Company, Life, Health & Accident, Prairie Village, Kan., effective Nov. 19, 2012, filed Form A for proposed control of aforementioned com-pany by David A. Dillon, Donald G. Kane,

II, and James L. Harlin.• Instant Credit Auto Sales, Grain Valley, Mo.,

effective Dec. 28, 2012, registered as a mo-tor vehicle service contract provider.

• Jamestown Insurance Co. RRG, Charleston, S.C., effective Nov. 26, 2012, registration was rescinded.

• Kentucky Farm Bureau Insurance Co., Lou-isville, Ky., effective Nov. 7, 2012, was ap-proved as a qualified reinsurer.

• National Mortgage Insurance Corp., Palo Alto, Calif., effective Nov. 21, 2012, was ad-mitted with miscellaneous authority.

• Neace Lukens Realty Association RPG, New Albany, Ind., effective Dec. 3, 2012, regis-tered as a risk purchasing group.

• OBI National Insurance Co., Canton, Maine, effective Dec. 3, 2012, was admitted with liabililty authority.

• PMSLIC Insurance Co., Mechanicsburg, Pa., effective Nov. 13, 2012, was added to the list of eligible surplus lines insurers in Missouri.

• St. Product Care Corp., San Francisco, Calif., effective Nov. 20, 2012, registered as a prod-uct service contract provider.

• Tokio Marine Specialty Co., Bala Cynwyd, Pa., effective Dec. 20, 2012, changed its name from Philadelphia Insurance Co. and redomesticated to Delaware.

• Travelers Casualty Co., Hartford, Conn., ef-fective Dec. 28, 2012, changed its name from Athena Assurance Co.

• Travelers Constitution State Insurance Co., Hartford, Conn., effective Dec. 28, 2012, changed its name from St. Paul Medical Li-ability Insurance Co.

• Utah Business Insurance Co., Sandy, Utah, effective Nov. 8, 2012, was admitted with liability authority.

• Vehicle Service Administrator, Fenton, Mo., effective Dec. 12, 2012, registered as a motor vehicle extended service contract provider.

• Warrantech Automotive, Bedford, Texas, ef-fective Dec. 27, 2012, registered as a vehicle protection product provider.

• Wilshire Insurance Co., Raleigh, N.C., effec-tive Nov. 8, 2012, converted from a surplus lines insurer to an admitted company with property, liability, fidelity and surety, accident and health, and miscellaneous authorities.

regulatoryactions continued from page 50


Burns & Wilcox joins TCBurns & Wilcox, St. Louis, has become the first national wholesaler to join the Trusted Choice consumer branding program. Burns & Wilcox is the industry’s largest privately held wholesale broker and underwriting manager. It has more than 40 offices across the United States, Canada and London, and employs more than 1,000 professionals.

Lockton announces analytics teamLockton Cos. Kansas City has announced its new Benefits Analytics Team, which specializ-es in data driven solutions and strategic plan-ning for Lockton’s health and welfare clients. The analytics team includes Sarah Osborne, Mick Conrad, David Harden, Kenny Shear and Meghan Rausch.

Waugh earns LUTCFBrittany Waugh, Ollis & Co., Springfield, ob-tained the Life Underwriter Training Council Fellowship designation in late 2012. Waugh has worked for Ollis & Co. since 2009.

Grossnickles inducted into Sports Hall of FameTwo prominent MAIA figures were inducted into the Missouri Sports Hall of Fame Dec. 5, 2012. Gary “Skip” Grossnickle, president and CEO of The Insurance Group, Columbia, and former president of MAIA was honored alongside his father, Gerald “Shag” Gross-nickle, former owner of Grossnickle Insur-ance, Kirksville.

Skip Grossnickle garnered All-American honors in football and basketball at Kirksville High. He continued playing football at the University of Missouri, earning All-Big Eight honors and starring in the 1966 Sugar Bowl.

Shag Grossnickle is known as a hunter, a golfer, a softball pitcher and a conservation-ist. At Kirksville State Teachers College, he participated in football, baseball and track. He is credited with introducing wild turkey in the northeastern part of Missouri.

In memoriamDel Gretzinger, Urich, passed away Jan. 10, 2013, at the age of 86. Gretzinger was owner of the Del Gretzinger Agency in Urich and a long-time member of MAIA. He served on the Industry Relations Committee in 1998.

Gretzinger was dedicated to his community. He helped establish the West Central Mis-souri Community Action Agency and served on its board of directors. He also served the boards of the Private Industry Council and the Grand River Larger Parish of the Presbyte-rian. Gretzinger is survived by his wife JoAnn, one son, Kurt Gretzinger, and one daughter, Linnell Wheeler Gretzinger, as well as six grandchildren and numerous other loving family members.

New faces, new placesTravis Bennet joined Thomas McGee, Kansas

City, as a loss control consultant. Ty Carter joined Lockton Cos., Kansas City, as

a producer.Kevin Hoffman joined Lockton Cos., St. Louis,

as a senior loss control consultant.John Liston joined BancorpSouth Insurance

Services, Springfield, as a commercial prop-erty and casualty producer.

Matt McGrath joined CBIZ Benefits & Insur-ance Services, St. Louis, as a business unit president.

Joanna Vidakis joined The Cornerstone Insur-ance Group, St. Louis, as a voluntary ben-efit consultant.

New membersCharles Bolin Insurance, Charles W. Bolin,

TarkioFIC Insurance Agency, Thomas L. Terry, Bonne

TerreLB7 Insurance Agency, Blanca Hernandez,

Kansas CityLuster Insurance Group, Terry Luster,

BuncetonSpecialty Risk Management, Kevin Charles-

ton, CarthageWright Financial, Rex Wright, Festus

®

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agencynews


ClassifiedsThe basic classified ad contains a maximum of 35 words (including head). Cost: $27.00 for up to 35 words. Blind ads: $41.00 for maximum of 35 words. MAIA agency members are entitled to a 50 percent discount on classified ads.

Ads must be submitted in writing to Advertising Manager, Missouri Agent, P.O. Box 1785, Jefferson City, MO 65102-1785 or [email protected]. Ads will be invoiced.

Deadline for classified ads: first of month preceding publication.

Philadelphia names new CEOPhiladelphia Insurance Cos. has announced that Robert D. O’Leary Jr. has been named the new president and CEO of the company. O’Leary previously served as Philadelphia’s executive vice president and chief market-ing officer. He joined the company in 1986. O’Leary replaces Sean S. Sweeny, who stepped down for personal reasons.

Allstate EVP retiresAllstate announced the retirement of Execu-tive Vice President Joan Walker in January. Walker joined the company in 2005 and served as a member of the Allstate Senior Leadership Team.

Columbia fills two local positionsColumbia Insurance Group, Columbia, hired Joe Knollenberg, CPCU, as the new under-writing manager for the Columbia brand office. Knollenberg brings 25 years of insur-ance experience to the position.

The company also recently promoted Shelly DeVore to the position of branch manager for the Columbia location. She has served in a number of key roles in her 12-year career with Columbia.

Hartford CEO rallies after brain surgeryThe Hartford announced in January that President and CEO Liam E. McGee under-went successful surgery to remove a small tumor in an easily accessible location on the brain. McGee had shown no symptoms previously, and post-surgical tests have con-firmed that the tumor was completely re-moved. McGee returned to the office after a short period working from home.

Partners named in workplace surveyEMC Insurance Cos., Philadelphia Insurance Cos., The Progressive Group and Westbend Mutual Insurance Co. were all named to the top 150 companies to work for nationwide in the list of “America’s Top Workplaces” by Workplace Dynamics. In the list, 872 large companies were ranked according to results from more than 1.7 million American workers.

Liberty Mutual nets advertising awardLiberty Mutual was recognized as the “Top TV Brand Advertiser of 2012” for the insurance category by Ace Metrix. In addition to winning the insurance category overall, the company also aired the top ad in its category.

Hartford recognized for job equalityThe Hartford has been recognized as a “Best Place to Work for Lesbian, Gay, Bisexual and Transgender Equality” by the Human Rights Campaign. The company scored a perfect 100 on the 2013 rating.

New associate membersAllstate Insurance Co., Vaughn Bailey, Over-

land Park, Kan.ISU Insurance Services of Indiana, Stephanie

Risk, Zionsville, Ind.Madison Mutual Insurance Co., Gary Robinson,

Edwardsville, Ill.Net Comp Insurance, Chris Crawford, Colum-

bia, S.C.Strategic Comp, Catherine Senac, Metairie, La.United Home Insurance Co., Matthew Miller,

Paragould, Ark.

companypartnernews

Robert O’Leary

Shelly DeVore

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A Policy of Working Together®

Missouri Association of Insurance Agents

PROGRAM 2013Listed below are the companies that strongly support the independent agency sys-tem and the Missouri Association of Insurance Agents.

DIAMOND

PLATINUM

GOLD EMC Insurance Co.Consumers InsuranceWest Bend MutualUnited Fire GroupCameron Insurance Cos.Columbia Insurance GroupMadison Mutual Insurance Co.The Hartford

Insurance Program Managers GroupTravelersAnthem Workers’ CompensationLiberty Mutual Business InsuranceBankDirect Capital FinanceSafecoFirstCompAnthem BCBS

SILVER ACUITYElectric InsuranceSelective Insurance Co. of AmericaSECURA InsuranceCNA InsuranceForemost Insurance Group

United Home InsuranceQBEAccident Fund Insurance Co. of AmericaContinental Western GroupStandard Insurance

BRONZE InsuRisk Excess & Surplus LinesCapital Premium FinancingCFM InsuranceValley Insurance Agency AllianceMJ Kelly Co.Cornerstone National Insurance Co.Risk InnovationsBituminous Insurance Co.Commercial Insurance UnderwritersColumbia Commercial General AgencyEMPLOYERSThe Cincinnati Insurance Cos.Billings Mutual Insurance Co.J.M. WilsonBlueCross BlueShield of Kansas CityPatriot National Insurance GroupPhiladelphia Insurance Co.AmTrust North America

FCCI Insurance GroupAuto-Owners Insurance Co.State Auto Insurance Co.Gateway Underwriters AgencyMed JamesAAA MissouriMidwestern Insurance AllianceAllstate Insurance Co.Grinnell Mutual Reinsurance Co.United HealthcareAmerican Modern Insurance GroupWestropeASNOM (Agent Support Network of Mo.)Imperial PFSNet Comp InsuranceAmerisure Mutual Insurance Co.SAMBA Safety

Missouri Association of Insurance Agents • 800-617-3658 • www.missouriagent.org

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Missouri Agent March-April 2013

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