Volume 22, Issue 10 - Independent Insurance Agent


Volume 22, Issue 10 - Independent Insurance Agent

The West Virginia




Martin Named IIAWV President

Bruce R. Martin, CIC, CRM is the new

President of the Independent Insurance

Agents of West Virginia, Inc. Martin’s

appointment was made by the association’s

Executive Committee on June 6, 2013

and ratified by the organization’s Board of

Directors later that same day.

Martin, President of Wesbanco Insurance

Services, Inc. in Morgantown, West Virginia

will be serving his second term as the

association’s Chief Elected Officer having

served as the association’s President in


A second-generation independent agent,

Martin is a graduate of Fairmont State

College. He began his insurance career

with Hunter Insurance Agency in 1982 and

was named

President of the agency in 1990. He was

named President, CEO and Chairman of the

Board of Wesbanco Insurance Services, Inc.

in 1998. He received his Certified Insurance

Counselor designation in 1995 and his

Certified Risk Manager designation in 2010.

Martin has served as Vice-Chairman of

the Board of Directors of the West Virginia

Board of Risk and Insurance Management

since 2003

Martin became active in the Independent

Insurance Agents of West Virginia in 1988

as a Young Agent and was elected to

the IIAWV Board of Directors in 1989.

He was elected IIAWV Vice-President

in 1991 and then served on the IIAWV/

PIAWV Consolidation Task Force, which

negotiated the consolidation of the two

agent trade associations into the present

IIAWV. Following the combining of the

two organizations, Martin served as vice

president, president-elect and president of

the new organization. Martin served as the

IIAWV representative to the IIABA national

board of directors from 1998 through 2003.

For his service to the organization, Mr.

Martin has been named the association’s

Young Agent of the Year in 1991 and the

association’s Earle S. Dillard "Agent of the

Year" award in 1997.

2 US Treasury Releases 1st Annual

Federal Insurance Office Report on

Insurance Industry

2 National Alliance Announces Top

Insurance CSRs by State for 2013

3 Note from the CEO

3 Why You Need To Offer Excess UM/


4 Social Security Administration

Schedules National Conference Call

4 US Senate Banking Committee

Advances National Producer

Licensing Reform Bill

6 WV Supreme Court Upholds AG’s

Outside Counsel Practice

7 Small Business Health Insurance

Exchange Applications Released

8 Motorcycle Injuries Rise After

Helmet Laws Weakened: Study

10 Flood Insurance is Needed


10 The Advantages of Placing Surplus


11 3 Life-Health Developments Your

Clients Should Know

12 Find Your Edge with Online Rate


13 Don’t Miss Out on an Easy Umbrella


14 Fewer Auto Shoppers, but More


15 Liquor Liability Coverage Changes

under New ISO Forms

16 Personal Lines Coverage Issues


18 Five Tips for Effective E-mail


Volume XXII | Issue X

june 15, 2013

A Publication of

Independent Insurance

Agents of West Virginia

Gray Marion, CAE, Publisher

US Treasury Releases 1st Annual Federal

Insurance Office Report on Insurance


On June 12, 2013, the U.S. Department of the Treasury's

Federal Insurance Office (FIO) released its first Annual Report on

the Insurance Industry to the President and Congress.

Under the Dodd-Frank Wall Street Reform and Consumer

Protection Act, FIO must report annually to the President and

Congress on the state of the insurance industry and any other

information deemed relevant or requested.

The Report addresses the financial performance and condition

of the principal sectors within the industry, and provides a review

of recent insurer insolvencies, risk management and portfolio

investment activities. In addition, the Report reviews key legal

and regulatory developments affecting the insurance industry

in the United States and abroad, and discusses current and

emerging trends that may have a significant impact on the

industry and the stability of the U.S. financial system.

Click on the highlighted link to download the 2013 FIO Annual

Report: http://www.treasury.gov/initiatives/fio/reports-andnotices/Documents/FIO%20Annual%20Report%202013.


National Alliance Announces Top Insurance

CSRs by State for 2013

Stacey L. Battaglini, CIC, ACSR, CPIW Named From West Virginia

Stacey L. Battaglini


The National Alliance for Insurance

Education & Research has announced

the winners of this year’s National

Outstanding Customer Service

Representative (CSR) of the Year.

Stacey L. Battaglini, CIC, ACSR, CPIW,

a CSR with IIAWV member agency

Arndt-McBee Insurance Agency was

named as the West Virginia recipient of

the award.

Candidates for this award are all insurance customer service

representatives, or have primary responsibility for insurance

customer service duties.

To qualify for the top honor in their state, the 2013 candidates

submitted an essay on the following topic: “Communication is

one of the most important parts of building strong relationships

with your clients, companies, and coworkers. Identify and

explain the four greatest barriers to effective communication that

you face (or have faced) and how you’ve worked to overcome

these barriers.”

Entrants also must have demonstrated commendable service to

their agencies, their industry, and their community.

Each state winner receives a framed certificate and is eligible

to compete for the national honor, which carries a $2,000

cash award, a gold and diamond pin, $1,000 cash award for

the nominator, and a scholarship for the recipient’s employer

to any program offered by The National Alliance. Additionally,

the name of the Outstanding CSR of the Year is inscribed on

a sculpture permanently displayed at the national headquarters

of The National Alliance for Insurance Education & Research in

Austin, Texas.

(continued on page 3)

page 2

A Publication of Independent Insurance Agents of WV

National Alliance

Announces Top Insurance

CSRs by State for 2013

(Continued from page 2)

Outstanding Customer Service

Representatives of the Year for 2013:

• Alabama Stephanie T. Craycraft, CISR, CPIA, Anchor

Insurance Agency

• Alaska Chayla N. Deitz, CISR, Alaska USA Insurance Brokers

• Arizona Sharon D. Bowman, CIC, Brown and Brown Insurance

of Arizona

• Arkansas Pamela A. Culwell, BancorpSouth Insurance

Services, Inc.

• California Stephanie R. Calhoun, CIC, CISR ,Teague Insurance

Agency, Inc.

• Colorado Melissa M. Jones, CIC, CISR, CPIW, AIP, Colorado

BW Insurance Agency

• Connecticut Jessica L. Bloking, CIC ,Wentworth DeAngelis,


• Delaware Tracey A. Reed, CIC, CISR, Bramall & Hitchen

• Florida Ivon Deaton, CIC, Gallo Insurance Agency, Inc.

• Georgia Sheila R. Brock, CIC ,The Whitlock Group, Inc.

• Hawaii Christine M. Gumbs, The Royal State Insurance

Agency, Inc.

• Idaho Terri Azzola, CIC ,Mutual Insurance Associates, Inc.

• Illinois Teresa R. Fleming, CISR, Leffelman and Associates

• Indiana Kristi R. Wood, CISR, Cardinal Insurance Service, Inc.

• Iowa Nicole L. Keck, CISR, AW Welt Ambrisco Insurance, Inc.

• Kansas Debra K. Butcher, CISR, MRH Insurance Group, Inc.

• Kentucky Kathryn L. Clements, CIC, Eugene Wilson &


• Louisiana Stacey G. Booth, CIC,, CISR, AINS, AIS Eustis

Insurance & Benefits, Inc.

• Maine Michael A. Lemay, CIC, CISR, AINS, AIS, API, Cross


• Maryland Esther M. Hurchalla, CISR, AAI, AINS, Avery W. Hall

Insurance, Inc.

• Massachusetts Diane E. Wilson, CIC ,The Gaudreau Group

• Michigan Julie McNeal, CPIA, General Agency Company

• Minnesota Joann M. Mueller Dolliff, Inc.

• Mississippi Annie L. Roberts, CISR, Fisher Brown Bottrell

Insurance, Inc.

• Missouri Stacey C. Briggs, CISR, Dan Yoest Insurance

• Montana Sherry M. Hill, CISR, Hobson Insurance

• Nebraska Dianne L. Miller, CIC, Western Insurors

• Nevada Gayle E. Stackhouse, CISR, ACSR, Aniello Insurance


• New Hampshire Sandra C. LaCroix, ACSR, USI Insurance

Services, LLC

(continued on page 7)

Note from


Gray Marion, CAE

IIAWV Chief Executive Officer


As I sit here writing this column, a line of severe

thunderstorms is moving through Charleston. They are

strong but nothing like what is hitting the northern part of

West Virginia today. These severe storms are certain to

produce a spike in claims in the northern part of the state.

Good luck to our member agents as they try to survive the

storm and then try to help their clients survive its aftermath.

Speaking of storms, healthcare reform continues its march

to implementation. We have been told that agents will be

required to complete at least four hours of training before

participating in the exchanges. The specific training

requirements are to be made known to us by late July or,

more likely, mid-August.

Also on the subject of healthcare reform, the group known

as West Virginians for Affordable Healthcare continues to

complain about agent involvement in the exchanges. They

are holding meetings and publishing articles that beat

the drum about the program without ever mentioning the

critical role that agents will be playing. In conversations

with every level of government from the US Senate and

House of Representatives to the West Virginia Insurance

Commission, your association continues to be assured that

agents are in the program to stay. I wonder when someone

will tell the West Virginians for Affordable Healthcare.

One last note on healthcare reform, it seems that some

members of Congress (Not West Virginia’s delegation) are

beginning to worry that their health insurance costs are

going to go up under the provisions of the PPACA. The

worry goes so far as to have caused meetings to be held

among Congressional leadership to discuss how to get

around the increase in cost without violating the law. We

will be keeping our eye on this.

On a local political note, watch out next week for the results

of the debate in the West Virginia House of Delegates

Speaker to see who becomes the next Speaker of the

House. With current Speaker Rick Thompson resigning

effective June 15, the race to succeed him is down

(apparently) to three, House Finance Committee Chair

Harry Keith White, D-Mingo, House Judiciary Committee

Chair Tim Miley, D-Harrison and House Minority Leader

Tim Armstead, R-Kanawha. The race is too close to call

but, I can tell you this, the outcome will have a dramatic

(continued on page 6)

page 3

A Publication of Independent Insurance Agents of WV

Social Security Administration Schedules

National Conference Call

Affordable Care Act on the Agenda for June 26 Event

The Social Security Administration

has scheduled its first ever national

conference call.

The purpose of the call is to provide

participants with updates from the

perspective of the SSA on issues

including the Trustee Report,

the Affordable Care Act and the

American Sign Language video.

The call will take place on Wednesday, June 26 at 1:30 p.m.


If you would like to participate in this listen-only call, please

register by Monday, June 24, 2013 by clicking here. To listen in,

please dial 1-888-632-5004 and enter the passcode 204104#.

(Don’t forget to press the # sign) Please feel free to contact

Valencia Moody at valencia.moody@ssa.gov or by phone at

(410) 965-4271 for any questions.

US Senate Banking Committee Advances

National Producer Licensing Reform Bill

Manchin Supports Agents – Backs Bill

The Senate Banking

Committee voted on June

6 to send an insurance

producer licensing reform

measure to the full Senate for

consideration. West Virginia’s

junior Senator, Joe Manchin

joined with a solid majority of

the committee and voted to

send the bill to the full Senate.

The bipartisan bill, S. 534, the

National Association of Registered Agents and Brokers Reform

Act of 2013 or NARAB II, was introduced by Sens. Jon Tester

(D-Montana) and Mike Johanns (R-Nebraska) in March with

fourteen original co-sponsors in the Senate. The bill currently

has twenty-three bipartisan sponsors.

NARAB II seeks to promote consistency and reciprocity in

agent and agency licensing among states. It would streamline

non-resident insurance agent and broker licensing. Its backers

say it would not usurp state insurance regulation or consumer


The Independent Insurance Agents & Brokers of America (Big

“I”) praised the committee action.

“The Big ‘I’ is very encouraged by today’s bipartisan action

on NARAB II and would also like to thank Senate Banking

Committee Chairman Tim Johnson (D-S.D.) and Ranking

Member Mike Crapo (R-Idaho) for their support on this issue,”

says Charles E. Symington, Big “I” senior vice president for

external and government affairs. “We look forward to working

with Senate leadership to move the legislation to the Senate

floor as soon as possible. We also look forward to working with

the House of Representatives to act on this common-sense,

pragmatic bill that will benefit our small business members and

the customers they serve.”

The House companion bill, H.R. 1155 by Rep. Randy

Neugebauer (R-Texas) and Rep. David Scott (D-Georgia), was

also introduced in March and currently has the support of 79

cosponsors, according to the Big “I.” NARAB II has previously

passed the full House in two previous Congresses by voice vote.

The IIAWV thanks Senator Manchin for his support of this

important legislation.

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about it!


West Virginia


page 4

A Publication of Independent Insurance Agents of WV

page 5

A Publication of Independent Insurance Agents of WV

WV Supreme Court Upholds AG’s Outside

Counsel Practice

The state Supreme Court has upheld the state Attorney General’s

practice of hiring outside legal counsel on some cases.

The High Court’s unanimous opinion issued Tuesday follows

oral arguments last month where a pair of plaintiffs representing

large corporations argued the practice was against state law

and unethical.

Attorney Robert Trenchard told the Court the outside attorneys

were more concerned about making money for themselves in

contingency fees than representing the interests of the state.

Former state Attorney General Darrell McGraw was often

criticized for hiring outside counsel on cases and the money

the attorneys ultimately received. New state Attorney General

Patrick Morrisey has said he will continue to use outside counsel

in some cases but will do so through a bidding process.

Morrisey was pleased with the Court’s decision Tuesday. He


“WV Sup Ct decision also allows our office to effectively

prosecute consumer protection cases. We fought for this and

the Court agreed.”

In its written opinion, the High Court called the argument


“There was not one allegation that the special assistant attorneys

general have actually engaged in any improper conduct that has

caused an injury,” the opinion said.

The High Court concluded the Attorney General’s Office has

common law authority to appoint special assistant attorneys

general in certain cases.

Morrisey’s office put out a statement later where the AG


“In short, this was a major victory for this office and our pursuit

of making it the best law firm in the state.”

The original cases were based in Mason and Wayne counties.

By Jeff Jenkins | Metro News

Note from the ceo


impact on the philosophical make-up of House leadership next

year and will also have a tremendous influence on whether or

not the Republican party can take control of the House in the

2014 elections.

I want to close out this column by recognizing a great member

agent of the IIAWV for a significant professional accomplishment.

I want to extend the congratulations of the IIAWV to Stacey L.

Battaglini, CIC, ACSR, CPIW of Arndt-McBee Insurance Agency.

Stacy has been named this year’s West Virginia recipient of the

National Alliance for Insurance Education & Research’s National

Outstanding Customer Service Representative (CSR) of the

Year Award.

this year and to be a recipient is a highly significant achievement.

An awful lot of hard work and long term commitment is

required to even be considered for the award. Hard work and

commitment define Stacy. You can just take a look at her three

professional designations and know that she is a dedicated

insurance professional. We are proud of her and proud that

she is a member of the IIAWV. Our warmest congratulations to

Stacy Battaglini, CIC, ACSR, CPIW.

The National Alliance awarded fewer than fifty of these awards

page 6

A Publication of Independent Insurance Agents of WV

Small Business Health Insurance Exchange

Applications Released

‘Employee choice’ model is officially delayed

Late Friday afternoon, the Obama Administration

released applications for small businesses and

their employees to use when applying for health

coverage within the new federal Small Business

Health Option (SHOP) exchanges.

In addition, as indicated in previous draft regulations,

the “employee choice” model within the federal

SHOP exchanges has been officially delayed until


The applications and regulations were issued as

part of the continuing implementation of the Patient Protection

and Affordable Care Act (PPACA).

The Administration released separate forms for employers and

employees to fill out when applying for coverage through the

SHOP, beginning with open enrollment Jan.1, 2013. Several

times throughout the document, applicants are

encouraged to reach out to a broker with questions.

Eventually, a 1-800 number will be listed (to go along

with information on the exchange website) with

contact information for local producers (obtained

during the producer registration/training process).

The employer form stipulates that if a small business

uses a broker, the form must be filled out online at


In addition, the regulations confirm previous draft

rules that, in 2014, employers will only be allowed to

pick one plan on the federal exchange for employee enrollment.

In 2015 and beyond, the Administration’s current plan is to

move to full implementation of the “employee choice” model,

where employees will be able to choose from a full range of

plans on the federal SHOP exchange

National Alliance Announces Top Insurance

CSRs by State for 2013


• New Jersey Stephanie Brown, CISR, SCLA, GR Murray


• New Mexico Samantha Sanchez, CISR, J. S. Ward & Son,


• New York Janice Tomaselli, AAI, Tompkins Ins Agencies, Inc.

• North Carolina Heather O. Basdekis, CISR, Darden Miranda &


• North Dakota Joni R. Alfson, CIC, CPCU, Dawson Insurance

• Ohio Chelsea A. Sliwinski, CISR, The Evarts Tremaine Flicker


• Oklahoma Natalie J. Garrett, CISR, CPIW, AINS, Messer-

Bowers Company

• Oregon Tamara S. Doryland, AINS, API, CIIP, DAE, Hagan


• Pennsylvania Enid J. Holcomb, CISR, Bush Agencies, Inc.

• Puerto Rico Karen M. Villafañe Rodriguez, CISR, Hub

International/CLC Insurance Services

• South Carolina Kadi M. Quinn, CISR, McKay Insurance, Inc.

• South Dakota Alicia I. Carlson, CISR, AIS, AU, Howalt-

McDowell Insurance

• Tennessee Beth M. Mittlesteadt, CIC, CISR, BB&T Legge


• Texas Sonya J. Edwards, CIC, ACSR, Bryan Insurance


• Utah Jennifer M. Lude, CISR, Liberty Mutual Insurance

• Virginia Freida J. Cooper, CISR, CPIA, USI Insurance Services,


• Virgin Islands Jessica P. Grell, CISR, Theodore Tunick &


• Washington James D. Ledbetter, CISR, Michael J. Hall &


• West Virginia Stacey L. Battaglini, CIC, ACSR, CPIW, Arndt

McBee Insurance Agency

• Wisconsin Lindsey R. Hamielec, CIC, CISR, M3 Insurance

Independent Insurance Agents

of West Virginia, Inc.

page 7

A Publication of Independent Insurance Agents of WV

Motorcycle Injuries Rise After Helmet Laws

Weakened: Study

of repealing helmet requirements on the severity of injuries as

measured by medical insurance claims, Zuby said.

Some states have sought to mitigate the repeal or loosening of

mandatory helmet laws by setting minimum medical insurance

requirements, but “that doesn’t even come close to covering the

lifelong care of somebody who is severely brain-injured and who

cannot work and who is going to be on Medicaid and a ward

of the state,” Jackie Gillan, president of Advocates for Highway

and Auto Safety, which backs mandatory helmet requirements

for all riders, said.

Jeff Hennie, vice president of the Motorcycle Riders Foundation,

dismissed the study, saying the insurance industry views helmets

as “the silver bullet that’s going to change the landscape of

motorcycle safety.” He said insurers are upset because “life has

gotten more expensive for them and they have to pay out more.”

The average medical claim from a motorcycle crash rose by

more than one-fifth last year in Michigan after the state stopped

requiring all riders to wear helmets, according to an insurance

industry study. Across the nation, motorcyclists opposed to

mandatory helmet use have been chipping away at state helmet

laws for years while crash deaths have been on the rise.

For more than 40 years, Michigan required all motorcycle riders

to wear helmets. State legislators changed the law last year so

that only riders younger than 21 must wear helmets. The average

insurance payment on a motorcycle injury claim was $5,410 in

the two years before the law was changed, and $7,257 after

it was changed — an increase of 34 percent, the study by the

Highway Loss Data Institute found.

After adjusting for the age and type of motorcycle, rider age,

gender, marital status, weather and other factors, the actual

increase was about 22 percent relative to a group of four

comparative states, Illinois, Indiana, Ohio and Wisconsin, the

study found.

“The cost per injury claim is significantly higher after the law

changed than before, which is consistent with other research

that shows riding without a helmet leads to more head injuries,”

David Zuby, chief research officer for the data institute and an

affiliated organization, the Insurance Institute for Highway Safety,

said. The data institute publishes insurance loss statistics on

most car, SUV, pickup truck and motorcycle models on U.S.


While other studies have shown an increase motorcycle deaths

after states eliminate or weaken mandatory helmet requirements,

the industry study is the first to look specifically at the effect

“The fact is our highways are bloody,” Hennie said. “This (the

Michigan helmet law change) doesn’t make helmets illegal. …

No one is forcing anyone to ride without a helmet.”

Vince Consiglio, president of American Bikers Aimed Toward

Education of Michigan, blamed the increase in the severity of

injuries on bikers who don’t take safety courses required to

obtain a special motorcycle license. He said bikers without

motorcycle licenses have made up an increasingly larger share

of fatalities and injuries in recent years.

But Gillan said the study “clearly shows there is no such thing as

a free ride, and the public is paying the cost for this.”

There’s no way to know how many of the Michigan claims

involved motorcyclists not wearing helmets, the study said.

But another recent study by the University of Michigan’s

Transportation Research Institute found a significant increase in

motorcyclists involved in crashes who weren’t wearing helmets

after the law changed. From April 13, 2012, the first full day after

the change took effect, through the end of the year, 74 percent

of motorcyclists involved in crashes were wearing helmets,

compared with 98 percent in the same period for the previous

four years, the study found.

Nationally, motorcycle deaths have risen in 14 of the past 15

years, with more than 5,000 deaths last year, according to

an analysis by the Governors Highway Safety Association of

preliminary 2012 data. That’s the highest proportion motorcycles

have ever represented of overall traffic deaths, more than 14

percent, the association said.

Currently, 19 states and the District of Columbia require all

motorcyclists to wear a helmet, 28 states require only some

motorcyclists — usually younger or novice riders — to wear a

(continued on page 14)

page 8

A Publication of Independent Insurance Agents of WV


Don’t get caught - Big “I” Flood can help!

page 9

A Publication of Independent Insurance Agents of WV

Flood Insurance is Needed Everywhere

Flooding occurs anywhere – at any time! So every property

customer of an IIABA member agent has a need for flood

insurance. They may not be required to have flood insurance as

a condition of their loan, but because it can rain anywhere, there

is a need for flood insurance everywhere. The Big “I” Flood

Program with company partners, offers flood coverage inside,

above and outside of the National Flood Insurance Program


Selective Insurance, our endorsed WYO offers the primary

NFIP policies with an ease of doing business, competitive

commission and the latest technology for quoting, placing and

servicing of flood insurance. With expert and dedicated staff at

the Big “I” and Selective Flood Operations, we are able to help

the agent through the entire sales process as well as provide

The Advantages of Placing Surplus Lines

In the May 15, 2013 issue of the West Virginia Insuror, Jim

Redeker, assistant VP of claims and liability management for

Swiss Re offered his advice on Errors and Omissions issues as

he believed they relate to the placement of excess and surplus

lines insurance, compared to the underwriting of risks in the

admitted marketplace. Unfortunately, Mr. Redeker's article

is emblematic of its theme, as it contained more "errors and

omissions" relating to excess and surplus lines insurance than

it did facts.

The due diligence which agents and brokers undertake on a

daily basis in selecting the appropriate market on risks entrusted

to them is fundamental, regardless of whether the market is an

admitted or excess and surplus lines market. Mistakes made

in placing coverages can always place the agent in the shoes

of the carrier, again, regardless of the market. While there are

certain nuances within the surplus lines market, licensed agents

and brokers writing risks in this more than $31 billion specialty

marketplace are well educated, experienced and competent

to appreciate the importance of ensuring their placements are

well documented and the policyholders well secured for the

exposures insured against.

While correct that three admitted markets must usually decline

acceptance of a risk before it can be exported to the surplus

lines market, Mr. Redeker again appears to have “omitted”

an important fact. Under the Non-Admitted and Reinsurance

Reform Act, passed as part of the Dodd-Frank Wall Street

Reform and Consumer Protection Act of 2010, commercial risks

meeting defined criteria may automatically export their risks to

the surplus lines market without the diligent search requirement.

Mr. Redeker also omits from his article the fact that the excess

and surplus lines market has been resilient throughout our

the underwriting and claims handling necessary to

retain the business.

If higher limits are needed above what NFIP has to

offer, Wells Fargo Special Risks and their in-house

underwriters are available through a Big “I” Markets

submission providing excess flood limits over any NFIP policy to

an aggregate $20,000,000 limit using various Lloyds of London


And if you happen to have a property that is ineligible for the

NFIP such as one located in a Non-Participating Community

or has been designated as a Coastal Barrier Resources Act or

Other Protected Property, Wells Fargo Special Risk can help

with those properties as well.

Our program has been changing to keep up with the

marketplace, so check out our program information at www.

iiaba.net/flood or www.bigimarkets.com. Contact: Linda

Mackey, CIC, CISR, AIMA, Big “I” Flood Program Manager at

800-221-7917, Ext. 5380 or e-mail: linda.mackey@iiaba.net .

Nation’s recent economic uncertainties and conditions. In fact,

in its 2012 Special Report on the US Surplus Lines Market, A.M.

Best found "despite the notable effect of these [competitive

market and economic] circumstances and the continuing

struggles within the US economy, the performance of the

surplus lines companies in the aggregate continued to outpace

that of the total property/casualty (P/C) industry."

The report also found that for the eighth year in a row, the surplus

lines industry reported no financially impaired companies, in

marked contrast to the admitted property/casualty industry's 34

disclosed financial impairments for the past year. Over the past

20 years, the surplus lines market has expanded substantially,

increasing direct premium written by more than 4 1/2 times.

Growth of the surplus lines market, as a percentage of total

commercial lines premiums, has also increased steadily during

the period.

He also seems to ignore the fact that depending upon the risk

and nature of the exposure, surplus lines carriers offer greater

flexibility to write the coverage around the risk with manuscript

insuring agreements, and may also utilize the same standard

ISO policy forms as the admitted carriers.

In the private sector, key commercial enterprises and consumers

similarly rely on the surplus lines marketplace. These risks

include, for example, those associated with coal mining and

related operations, electrical generation, oil production and

refining, heavy construction, private aviation, ski resorts, trucking

companies, restaurants and small businesses, aerospace

manufacturing, mining, and agriculture, nursing homes and

(continued on page 12)

page 10

A Publication of Independent Insurance Agents of WV

3 Life-Health Developments Your Clients

Should Know

Debt-ceiling talks, low-interest rates and the health care reform law are

timely reasons to meet with clients

For independent agents who want to

establish sales momentum in the lifehealth

arena, it is important to seize on

the six-week period between Memorial

Day and the Fourth of July to generate

activity that will carry them through the

rest of the summer.

The challenge is to present ideas

that convey relevance and urgency in

order to get an appointment with the

target market of business owners and

executives. With that in mind, here are

three topics to get you in the door:

1. Don’t be fooled by the lull in tax legislation.

While the New Year’s news was dominated by the fiscal cliff

debate and “taxamaggedon” concerns, the reality is that the

remedy was short-term in nature, and the debt-ceiling drumbeat

will start again.

Congress will have to wrestle with the debt ceiling before Labor

Day because the statutory borrowing authority of the U.S.

Treasury has not been extended past May 18 and stop-gap

measures are in place, a letter sent by Treasury Secretary Jack

Lew to House Majority Leader John Boehner indicates.

In addition, President Obama’s most recent budget proposal

reduces the “permanent” estate tax exemptions and would

eliminate or lower the attractiveness of several commonly used

estate tax planning techniques used to pass the ownership of a

family business on a discounted basis.

Agents can work with their business-owner clients to take

advantage of the currently available estate planning techniques

and consider using an irrevocable life insurance trust to fund

estate taxes.

2. Low-interest rates influence insurance pricing.

The use of quantitative easing has resulted in extraordinarily

low-interest rates. While this has been favorable for consumers

borrowing money for home mortgages and expensive purchases,

people saving money have been hurt by the low interest rates

paid on Treasuries, CDs and other interest-bearing vehicles.

The low-interest rates have also have a negative impact on

reserves for insurance companies, which have used bonds as a

significant component of their investment portfolio. The outcome

is that a number of insurance companies have exited the longterm

care insurance marketplace and the remaining carriers

have raised rates, including implementing gender-based pricing

that has resulted in higher rates for women.

But not all companies have

implemented the pricing yet, and there

is an opportunity to take advantage of

unisex rates.

Also, carriers have been raising rates

for level-term insurance of 20 or

more years to compensate for the

low-interest rate environment. Not all

carriers have filed for the rate increase

as of yet, and agents should discuss

this with clients who need for term life

insurance. A similar effect is expected

for other types of insurance policies,

such as disability and overhead expense.

3. Businesses aim to comply with the Patient Protection and

Affordable Care Act.

The expected opening of state health insurance exchanges is

just months away—and many business owners and human

resource managers are in a quandary on their organization’s

strategy for complying with the Patient Protection and Affordable

Care Act’s requirements for them.

There are so many aspects of the law to deal with, as well

as digesting each respective state’s environment regarding

federal, state or private insurance exchanges. Because so many

elements have been evolving, it has created decision-paralysis

for many.

Agents can meet with clients to review what they intend to do

to deal with the effect on their benefits costs. Even if an agency

lacks the in-house expertise, it can partner with experts to

introduce them to their clients so a competitor does not get a

foot in the door.

In addition, agency can post updates on the health care reform

law on its website, Facebook page and other social media


Independent agents should use the next six weeks to update

their clients on recent developments. That way, clients will have

a comfort level knowing their insurance advisors are watching

out for their needs and they don’t need to look around for other


Dave Evans is a certified financial planner and an IA life and

health contributing editor

page 11

A Publication of Independent Insurance Agents of WV

Find Your Edge with Online Rate Comparison

Consumer Portal will offer one-stop shopping, making it easier and more

efficient to buy insurance

The Internet has changed the playing field

of the marketplace. With monumental

marketing budgets, major captive and

direct carriers like State Farm and GEICO

got a quick jump creating platforms to

reach tech-savvy consumers. As a result

they’ve seen significant results carving

out a greater share of the U.S. personal

lines market.

Launching at the end of June, the

new TrustedChoice.com will host the

Consumer Portal tool. Rather than having

to make multiple visits for shopping, the

Consumer Portal will provide consumers

one-stop-shopping of multiple carriers

at TrustedChoice.com. Even better,

the new TrustedChoice.com will match

consumers with local agents.

But despite the greater availability of

information, most consumers still realize

and value having an expert to vet their

personal risk management needs. A

recent Deloitte study found that 70%-

75% of consumers believe a professional

agent will provide them more objective advice and better

represent their interests.

The truth is what consumers really want is to be able to shop with

confidence. Trusted Choice® as a brand identity was conceived

as a unifying concept to represent the advantage and promise

independent agents across America provide of greater choice,

advice and trust.

The Consumer Portal will provide the

tools and platform to outdo the State

Farms and GEICOs of the world. The

Trusted Choice brand promise will

affirm the value that a local independent

insurance agent provides consumers

with choice, customization and advocacy.

Want to learn more? Attend a training webinar, which are

scheduled throughout June and will show how to get your

agency set up for the launch of the new TrustedChoice.com and

Consumer Portal. If you cannot attend, contact Project CAP for

a transcript.

The Advantages of Placing Surplus Lines

(COntinued from page 10)

day care centers, large and small commercial and residential

construction projects; maritime risks from jet skis to tanker

vessels and every day risks from Main Street to Wall Street. Also

included are emerging risks as well as new exposures for which

adequate loss histories have not yet been established, as well

as a steady and stable market for those risks falling outside the

underwriting appetite of the admitted market. Without the surplus

lines carriers, these exposures would be left uninsured, and

exact an even greater burden on taxpayers and the respective

local, state and federal governments.

Due to the well-capitalized nature of surplus lines carriers,

and their experience in offering coverage to new enterprises,

entrepreneurs, inventions and pharmaceuticals, they are willing

to afford coverage to those entities that might otherwise not have

an opportunity of affecting an appropriate risk transfer in order to

advance their business and protect their balance sheets.

All states and jurisdictions have promulgated surplus lines

laws to protect the insurance consumer by controlling eligibility

standards of surplus lines insurers and requiring specialty

brokers and agents to maintain their licenses to assist the retail

producers and their customers. These standards facilitate the

open market, enhance competition, allow agents, brokers and

insurers to be more responsive to consumer needs and provide

the flexibility in the buying decisions being made. The surplus

lines market is essential to our nation’s economic infrastructure.

It provides protection and security to national industrial and

local commercial businesses, those associated with operation

of major public facilities like airports, schools, municipal utilities,

and some of the largest port facilities in the country.

Insurance is the DNA of capitalism and free market

entrepreneurship. Providing the availability of varying levels

of security from risk stimulates the growth of business and

opportunities, provides incentives for research and development

that help to create jobs and positive returns on investment

and equity; and, for the public and private consumer, affords

continuity and recovery from fortuitous events based on the

terms and conditions of coverage. It appears Mr. Redeker may

have erred…or omitted these important and essential facts from

his article.

By Bernd G. Heinze, Esq., Executive


American Association of Managing

General Agents (AAMGA)

page 12

A Publication of Independent Insurance Agents of WV

Don’t Miss Out on an Easy Umbrella Solution

Stand-alone umbrella product is available to Big ‘I’ members

Thousands of Big “I” members use the RLI personal umbrella

policy on a daily basis to provide umbrella coverage to their

clients. Are you among them? If not, what are you missing?

Financial stability and responsible underwriting are the

foundations of the program, which has been consistently

available for more than 25 years. The program features:

• Limits up to $5 million available

• Excess UM/UIM available in all states.

• The insured can keep their current homeowner/auto insurer

• New drivers accepted—no age limit on drivers

• Up to one DWI/DUI per household allowed

• Auto limits as low as 100/300/50 in certain cases

• Competitive, low premiums for increased limits of liability

• Simple, self-underwriting application that lets you know

immediately if the insured is accepted

• E-signature and credit card payment options

• Immediate coverage available in all 50 states and Washington,


Learn more about the personal umbrella market at

independentagent.com/RLI or contact Valerie Toney at vtoney@

iiawv.org or by phone at 800-274-4298.


You’ve offered each of your clients

a personal umbrella policy.


It might not be as relaxing as a day at the beach, but knowing you’ve done everything in your power to protect the customers

who trust you to help them will go a long way towards easing your mind. As a Big “I” member, you have access to

a stand alone personal umbrella program from A+ carrier RLI, featuring:

• Limits up to $5 million available

• Excess UM UIM available in all states

• You can keep your current homeowner/auto insurer

• Up to one DWI/DUI per household allowed

• Auto limits as low as 100/300/50 in certain cases

• Competitive, low premiums for increased limits of liability

• Simple, self-underwriting application that lets you know

immediately if the insured is accepted

• E-Signature and credit card payment options

• Immediate coverage available in all 50 states plus D.C.

So cover your clients.. protect your agency.. and profit from umbrella sales!

To access, log onto www.bigimarkets.com or

visit www.iiaba.net/Umbrella.

page 13

A Publication of Independent Insurance Agents of WV

Fewer Auto Shoppers, But More Switchers

Agents can capitalize on higher quality online leads, a J.D. Power analyst


Auto customers say it is easier to service a policy than shop

for one on a carrier website, a new J.D. Power and Associates

study shows. But those who are shopping are more serious

than ever.

In an insurance carrier website study that examines the functional

aspects of the carriers’ websites rather than aesthetics, J.D.

Power found that “requesting a quote” and “finding policy

information” are the two most difficult tasks cited by consumers.

But those two things are what they want to do most—more than

half of consumers research policies online first, and many more

seek quotes.

Jeremy Bowler, senior director of the global insurance practice

at J.D. Power and Associates, says agents need to up their

response time to online leads, given overall consumer frustration

with ease of getting a quote.

“If someone calls office and leaves a number, it’s accepted

to get back to me at some point in the day,” Bowler says. “If

you wait two or three hours via web inquiry, you have probably

missed that customer.”

Bowler noted that agents often complain about the quality of

internet leads.

“One of the first questions I ask is, ‘Who responded—and how

quickly?’” he says. “If you are waiting hours, then Geico stole

the business from under your nose. They don’t let a lead lie

fallow for more than a few minutes. This is a tough challenge

for agents—how do you drop everything and call a customer

pronto? But this is a challenge agents have to overcome.

Responsiveness has a profound impact on the performance of

those leads.”

And agents should expect to see the quality of the leads they

receive to improve, based on overall market trends.

While the percentage of auto insurance shoppers has reached

a six-year low, the percentage of those shoppers who select a

new insurer is at a six-year high, according to another recent J.D.

Power Study. Among the 23% of customers who shopped auto

insurance in the last year, 45% ultimately switched insurers—

the highest rate since the study first began measuring customer

retention in 2008.

“Customers did a thorough job of shopping in 2010-2011, and

they have exhausted the savings potential in the market, which

is why those who are shopping has hit a low,” Bowler says.

While fewer leads might be showing up at the front door,

agents should see the quality of those leads— measured by a

customer’s willingness to switch—improving.

“If as an agent, I’m seeing fewer leads but closing more, that

makes sense,” Bowler says. “But if I’m not seeing as many

leads and not closing as many as I used to, then I should be

concerned. That suggests I’m not relating to shoppers.”

The increase of quality of leads is vitally important to an agent

because in general, agents are better at closing all types of leads

versus call centers and websites, Bowler says. So if the overall

market lead quality is improving, agents should be reaping the


“We have tracked the success of agents versus call centers

versus company websites in closing deals,” Bowler says. “Even

the best company is only closing 16% of Web leads, and at

worst, only closing 1-2%. Agents tend to close 30-40% of all

business they quote.”

Motorcycle Injuries Rise After Helmet Laws

Weakened: Study


helmet, and three states have no helmet use law. States have

been gradually repealing or weakening mandatory helmet laws

for nearly two decades.

In 1967, to increase motorcycle helmet use, the federal

government required that states enact helmet laws in order

to qualify for certain federal safety programs and highway

construction aid. The federal incentive worked. By the early

1970s, almost all states had motorcycle helmet laws that

covered all riders. In 1976, Congress stopped the Transportation

Department from assessing financial penalties on states without

helmet laws, and state lawmakers began repealing the statutes.

In 1991, Congress created new incentives for states to enact

helmet and seat belt laws, but reversed itself four years later.

The National Highway Traffic Safety Administration, which sent

observers to states last year to count how many motorcyclists

wore helmets, found that 97 percent of motorcyclists in states

with universal helmet laws were wearing helmets compared with

58 percent of motorcyclists in states without such coverage.

By Joan Lowry

Insurance Journal

page 14

A Publication of Independent Insurance Agents of WV

Liquor Liability Coverage Changes under

New ISO Forms

ISO has revised its commercial general liability forms and

endorsements, including making changes to coverage for liquor


The changes—which are among several that ISO made to its

CGL program in 2013—took effect in April, although agents

should check with their insurance companies to find out if they

plan to adopt the revisions. Some changes result in a narrowing

of coverage, which can present an errors & omissions exposure.

Among the changes related to liquor liability:

Revisions to the Liquor Liability Exclusion

The liquor liability exclusion is being revised to state the

exclusion applies in the following cases, even if the claims allege

negligence or wrongdoing:

• The supervision, hiring, employment, training or monitoring of

others; or

• Providing or failing to provide transportation with respect to

any person who may be under the influence of alcohol.

The exclusion is also revised to provide that a bring-your-own

establishment is not considered to be in the business of selling,

serving or furnishing alcoholic beverages. The BYO revision is

a broadening of coverage, while the other revisions expand the

exclusion and therefore narrow coverage.

Revisions to CG 00 33 (Occurrence) and CG 00 34 (Claims

Made) Liquor Liability Coverage Forms

“Section II – Who is an Insured” is being revised to include trusts

as named insureds. Trustees are now automatically included

with respect to their duties as trustees. This is a broadening of


Revisions to Liquor Liability Endorsements

• CG 21 50 Amendment of Liquor Liability Exclusion (Used

with CGL Coverage Part)

• CG 21 51 Amendment of Liquor Liability Exclusion–

Exception for Scheduled Premises or Activities (Used with

CGL Coverage Part)

• CG 29 52 Amendment of Liquor Liability Exclusion (Used

with Products/Completed Operations Coverage Part)

• CG 29 53 Amendment of Liquor Liability Exclusion-Exception

for Scheduled Premises or Activities (Used with Products/

Completed Operations Coverage Part)

The current CG 21 50 Amendment of Liquor Liability Exclusion

Endorsement may be used to extend the liquor liability exclusion

of the CGL to also apply to businesses that regularly serve

alcoholic beverages, whether or not profit is derived. The CG

29 52 is similar, except it is used with the Products-Completed

Operations Coverage Form.

The CG 21 51 and CG 29 53 endorsements are similar; however,

they contain an exception to the liquor liability exclusion for

specific activities, which can be listed in the endorsement


There are three changes to the endorsements:

1. Endorsements CG 21 50, CG 21 51, CG 29 52 and CG 29

53 are being revised to indicate the exclusion will apply if one

of the reasons for which any insured may be held liable for

“bodily injury” or “property damage” is causing or contributing

to the intoxication of any person. That includes causing

or contributing to the intoxication of any person because

alcoholic beverages were permitted to be brought on your

premises and for consumption on your premises. The result

is a reduction in coverage.

2. For consistency with revisions made to the liquor liability

exclusion in the various CGL coverage forms, ISO is revising

the exclusions found in the CG 21 50, CG 21 51, CG 29

52 and CG 29 53 endorsements to explicitly state that the

exclusions apply, even if the claims against any insured

allege negligence or wrongdoing in “the supervision, hiring,

employment, training or monitoring of others; or providing or

failing to provide transportation with respect to any person that

may be under the influence or alcohol.” This is a clarification

of coverage, but may be a reduction in states where courts

have ruled the exclusion is not applicable for liquor-related

(continued on page 16)

page 15

A Publication of Independent Insurance Agents of WV

Personal Lines Coverage Issues Explored

Register for a July 17 webinar and learn about unknown catastrophic


Consider some of these homeowners situations: An unexpected

move to a nursing home. Forced relocations. Foreclosures.

Temporary rentals. Home purchases for children or parents.

Allowing a homebuyer to move in before the closing. Renovations

and remodeling.

Did you know that these homeowners may have no coverage

on their dwellings? Yes, there are courts and adjusters who say


Attend the July 17 2 p.m. ET webinar, 12 Personal Lines

Hot Topics, Emerging Issues, Infuriating Claim Denials

and Catastrophic Coverage Gaps No One Ever Told You

About, and learn about the “where you reside” coverage issue,


• Governing policy language

• What does “reside” mean?

• Exposure scenarios

• Case law

• Claims experience

• Reasons for coverage

• Possible solutions

Some of the other coverage gaps to be explored on this twohour

session include:

• “The ‘A Guy at a Bar Told Me’ Series: Insuring Teens on Their

Own Policies…What WERE You Thinking???”

• “The Case of Something or Somebody Stinks” a.k.a. “Vermin

& Varmints…Rodents and Insects and Bats, Oh My!”

• “Raiders of the Lost Coverage…Insurance Jones and The

Temple of Exclusions”

• “I Pity the Fool Who Doesn’t Buy the Rental Car Loss Damage

Waiver (Though It May Not Matter If You Valet Park)”

Register online, or to learn more about live and recorded

webinars available, visit the Big "I" webinars page.

Liquor Liability Coverage Changes under New

ISO Forms

(COntinued from page 15)

claims alleging negligent supervision, failure to detain an

intoxicated person or failure to provide transportation.

3. The CG 21 50, CG 21 51, CG 29 52 and CG 29 53

endorsements are being revised to indicate the exclusion

will apply, if the insured permits any person to bring alcoholic

beverages on the named insured’s premises for consumption

on the named insured’s premises. The result is a reduction in


Introduction of CG 24 06 Liquor Liability–Bring Your Own

Alcohol Establishment Endorsement

To complement the revised CG 21 50 and CG 21 51

endorsements, the CG 24 06 endorsement is being introduced

to amend the liquor liability coverage form insuring agreement

to extend liquor liability coverage to insureds who permit any

person to bring alcoholic beverages for consumption on the

insured’s premises, whether or not a fee is charged for such

activity or if a license is required.

This change may be considered a broadening of coverage in

that it contains an express grant of coverage with respect to

allowing any person to bring alcoholic beverages on an insured’s

premises for consumption.

Introduction of CG 25 14 Designated Location(s) Aggregate

Limit Endorsement

The optional endorsement CG 25 04 Designated Location(s)

General Aggregate makes a separate general aggregate

available for operations at specifically scheduled locations. The

endorsement indicates the general aggregate limit applies with

respect to losses that can be attributed only to operations at the

designated location. Losses that cannot be attributed to a single

location are subject to the policy general aggregate or products/

completed operations aggregate.

The new CG 25 14 endorsement is to be used with the liquor

liability coverage form. The endorsement makes the designated

location aggregate applicable to “the selling, serving or

furnishing” of alcoholic beverages from a single location. Losses

that cannot be attributed to a single location will be subject to

the policy aggregate limit.

Ted Kinney is director of education and technical affairs for the

Alabama Independent Insurance Agents.

More information on ISO’s 2013 changes to its CGL program,

including coverage gaps, is explained in a one-hour Big “I”

Virtual University webinar, Be Careful What You Ask For…The

New 2013 ISO CGL Changes

page 16

A Publication of Independent Insurance Agents of WV

You’re an independent agent.

Got your

life jacket on?

The Big “I” Professional Liability Program


Our risk management

resources keep your agency

from making common

preventable mistakes.


Our superior coverage and

expert claims teams are in your

corner in the event of a claim.

The Big “I” and Swiss Re are jointly committed to providing IIABA members with leading

edge agency E&O products and services. The IIABA and its federation of 51 state

associations endorse Swiss Re’s comprehensive professional liability program.


VALERIE TONEY | vtoney@iiawv.org


When you know you have

the best E&O protection, you

can focus on growing your

most important asset–your


Insurance products underwritten by Westport Insurance Corporation, Overland Park, Kansas.

Westport is a member of the Swiss Re group of companies and is licensed in all 50 states and the District of Columbia. ©2008 Swiss Re

page 17

A Publication of Independent Insurance Agents of WV

Five Tips for Effective E-mail Prospecting

E-mail prospecting is much more popular these days and is

fast becoming an effective tool for finding leads. The problem

is that very few people do it effectively. The five tips below will

ensure your e-mails have the best chance of being read and

acted upon.

Five Ideas to Make Your E-mail Prospecting Pay Off

1) Understand the three-to-seven-second rule.

You only have three to seven seconds to catch someone’s

attention with an e-mail. Most people are looking to delete your

e-mail as quickly as possible because they are busier than ever

these days. A quick check of the “from” e-mail address and the

subject line is all it takes to determine whether to keep or delete

your e-mail. If neither of those strike an “interest” chord, you’re

e-mail is gone. Even if you pass that initial check, you have to

continue to pique the prospect’s interest at least every seven

seconds to keep from being deleted.

2) Have an effective subject line.

If you have any leverage such as the name of a referral, or a

company your prospect will recognize, use it. For example, your

subject line might read, “Jim Jones suggested I contact you”,

or, “We’re saving ABC Trucking Company 21.6% on tuck/fleet


If you don’t have any names to drop, lead with your primary

benefit. For example, “We’re saving trucking companies 21.6%

on truck/fleet insurance.”

3) Your e-mail should be short, simple, and to-the-point.

The fewer words you can use to get your point across, the

better. At most you want three or four lines with 15 to 25 words

each. If your e-mail looks too long or too involved, people won’t

read it, even if they are interested. At best they will save it for

later however, in 87% of the cases they will not get back to it.

Again, you are writing to super-busy people trying to get through

e-mails as quickly as possible.

4) Don’t expect one-and-done.

It is extremely rare that a prospect will respond to you after one

e-mail. Generally speaking, you must reach out to a prospect at

least nine times before your name starts to stick with them and

you build some credibility.

To be most effective, combine your e-mails with other forms

of communication. The most successful combination is: e-mail,

phone calls, and physical letters. If possible, it’s also a great idea

to stop by in-person. Follow-up on the original e-mail is crucial.

5) Speak professionally and intelligently in your e-mails.

Write your e-mails as if you are writing a professional letter to

someone. Make sure that spelling and grammar are correct and

don’t use abbreviations other than the standard accepted ones.

Use black and white print and standard text, no fancy colors

or backgrounds. Also, speak intelligently in your e-mail. Let

the prospect know that you know your business and that you

understand them, their concerns, and their issues.

Note: While it’s okay to use a link to an article, white paper,

and the like, do not include any attachments in your e-mails.

People are very wary of attachments also, attachments tend to

get hung up in spam filters.

The following is an example of a good e-mail:

Subject: Jim Jones suggested I call you

Hi Cindy,

We’ve been saving Jim an average of 21.6% on his truck/fleet

insurance per year over the past three years.

All I need is ten minutes to see if we can do the same for you.

I will follow up with a phone call on Thursday or, of course, you

can simply reply to this e-mail or call me at 1-800-123-4567.

Thank you Cindy, my best, John Chapin

By John Chapin

John Chapin is an award-winning sales speaker, trainer and

coach, a number one sales rep in three industries, and the

primary author of the gold-medal winning "Sales Encyclopedia".

To reach John, email him at johnchapin@completeselling.com.

Independent Insurance Agents

of West Virginia, Inc.

P.O. Box 1226 | Charleston, WV | 25324

P: (304) 342-2440| TF: (800) 274-4298 | F: (304) 344-4492

Independent Insurance Agents

of West Virginia, Inc.

page 18

A Publication of Independent Insurance Agents of WV

The mission of the Independent Insurance Agents of West Virginia is to

be the unrelenting advocate for independent insurance agents and to

fulfill member needs while serving the public’s best interest.

www.iiawv.org | (304) 342-2440

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