The West Virginia
Insuror
INSIDE
THIS ISSUE
Karen Bowling Named New
Secretary of WV DHHR
Governor Earl Ray Tomblin has announced
that Karen Bowling of Beckley has been
appointed Cabinet Secretary of the West
Virginia Department of Health and Human
Resources. Ms. Bowling’s appointment is
effective July 1, 2013.
According to a news release from the
Governor’s office, Bowling has been a nurse
practitioner and a health care administrator
as well as having served in leadership roles
with the West Virginia Hospital Association
and other community organizations.
She served as CEO of Raleigh General
Hospital, and in May 2012 she was named
dean of Mountain State University's School
of Health Sciences, having spent time as an
employee in MSU's nursing department.
MSU was a private university in Beckley that
lost its regional accreditation in December
2012, and several of its programs were
folded into the University of Charleston.
"Karen's commitment to the health and well
being of her community has been evident
throughout her career and her community
involvement – including her volunteer work
as a Family Nurse Practitioner for the W.Va.
Health Right Clinic."
Bowling also has served in leadership roles
with the West Virginia Hospital Association
and other community organizations,
according to Tomblin's news release.
She was born and raised in Wyoming
County and was the first person in her
family to graduate from college, according
to Tomblin's office. She received her
associate degree in nursing from Bluefield
State College in 1977, received a bachelor
of science in nursing from West Virginia
University in 1983 and a master of science
in primary health care/nursing from West
Virginia University in 1990. She currently is
working toward her Ph.D. in Education from
Capella University.
2 West Virginia Man Convicted of
Burning Duplex for Insurance
2 Report: 43 Killed on the Job in
West Virginia in 2011
3 Note from the CEO
3 Why You Need To Offer Excess
UM/UIM To EVERY Client
4 Homeowners Confused About
Insurance Coverage: Survey
6 Three Insurance Companies
Placed in Liquidation in Illinois
7 5 Ways Agency Principals Can
Seize the Future
8 50 Top Apps for Independent
Agents
Volume XXII | Issue IX
May 31, 2013
A Publication of
Independent Insurance
Agents of West Virginia
Gray Marion, CAE, Publisher
"I'm pleased Karen has accepted this
opportunity to serve the people of our
state," Tomblin said in a news release.
West Virginia Man Convicted of Burning Duplex
for Insurance
A federal jury in West Virginia has convicted a Logan County
man of burning his duplex to collect insurance money.
U.S. Attorney Booth Goodwin said on that 58-year-old Michael
L. White of Chapmanville, W. Va., was found guilty of conspiracy
to commit arson, arson and accessory after the fact. White
faces a maximum of 271/2 years in prison when he is sentenced
in August.
White was accused of conspiring with Kimberly Dawn Kinder and
her now-deceased husband to set fire to a rental unit he owned
in Boone County. Evidence showed that after the October 2009
fire, White collected more than $80,000 in insurance claims and
paid the Kinder about $2,000.
The 46-year-old Kimberly Kinder, also from Chapmanville, has
pleaded guilty to her role in the conspiracy and faces up to five
years in prison.
Report: 43 Killed on the Job in West Virginia in 2011
127 Killed on the Job in Virginia in 2011, 20 More Than Previous Year
A new labor union report says 43 workers were
killed on the job in 2011 in West Virginia, down
from 95 the previous year that included a mine
blast that killed 29.
The report also notes that more than
3.8 million workers across all industries
experienced work-related illnesses and
injuries.
A new labor union report says 127 workers
were killed on the job in 2011 in Virginia, 20
more than the previous year.
According to the report by the AFL-CIO, there
were 4,693 workplace deaths nationwide in
2011, down by only three from the year earlier.
The union says that after years of steady
declines, rates have been essentially
unchanged. They say that means greater
efforts are needed to reduce job injuries and
deaths.
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The
West Virginia
Insuror
page 2
A Publication of Independent Insurance Agents of WV
Why You Need To Offer
Excess UM/UIM To EVERY
Client
We’ve all heard the stories. A family of five is burdened with
horrific medical bills because of an accident caused by a drunk
driver who couldn’t afford insurance due to his bad driving
record. A child walking to school faces a lifetime of difficulty after
being struck by a texting driver—a struggling college student
with state minimum auto limits. A pair of retired sweethearts fall
victim to a hit-and-run driver.
As an insurance agent, you can’t physically protect your clients
from heartbreaking situations like these…but they do rely on you
to protect them financially when tragedy strikes. This is where
excess Uninsured/Underinsured Motorist Coverage enters the
picture.
Most People Would Buy It If They Understood It
How effectively can you explain UM/UIM coverage to a client who
doesn’t know much about insurance? In layman’s terms, UM/
UIM coverage is insurance that pays for the client’s injuries from
an accident caused by the owner or operator of an uninsured or
underinsured vehicle. Excess UM/UIM from a personal umbrella
policy pays after the auto policy’s UM/UIM limits have been
exhausted.
It’s important for a client to understand that UM/UIM coverage
comes into play when an insured is involved in an accident and
the person who caused it either doesn't have any insurance or
doesn't have enough insurance to pay for your client's injuries.
It would also come into play if they were the victim of a hit-andrun
(in a vehicle, on a bike, or as a pedestrian), leaving them
with nobody's insurance policy to collect against...making it an
"uninsured" motorist claim.
The Prevalence of Uninsured and Underinsured Drivers
According to recent estimates by the Insurance Research
Council (IRC), roughly 1 on 7 drivers is uninsured. Add to that
the number of drivers who carry state minimum auto limits, and
it’s enough to make a person want to stay home for good.
Unfortunately, this should come as no surprise, given the type of
TV commercials we see these days from some auto insurance
companies. Too often, the emphasis is on getting a cheap rate,
and drivers are besieged with ads about that encourage them to
(continued on page 10)
Note from
The CEO
Gray Marion, CAE
IIAWV Chief Executive Officer
gmarion@iiawv.org
If you do something long enough, you sometimes wonder
not only what you’re doing but why as well. After twentysix
years as CEO of the IIAWV, I cheerfully admit to
occasionally having those moments. Recently though, I
got a great reminder of why I have spent so long doing
what I do.
I get invited to functions of all kinds on a regular basis.
Not long ago, I was invited to a very special event. On
May 4th, my wife and I traveled to Morgantown be a part
of a gathering in celebration of the lives of two very special
people who have been a part of the IIAWV for more than
thirty years.
Joe Simons has been in the insurance business since 1961,
that’s 52 years. Like many of the veteran independent
agents in West Virginia, he got his start as an underwriter
for a carrier. In Joe’s case, it was Continental Insurance in
Pittsburgh and he worked for them for two decades. You
talk about doing something for a long time, that’s a whole
career right there.
In 1982, he opened his own
agency in Morgantown.
1982. That’s before most of
our current agency principal
force even got in the
business, let alone became
an agency principal. Over
the years, Joe and his wife,
Susan built a nice business
and started a family and
now their daughter, Linda, runs the agency and Joe and
Susan are beginning to sit back and try to retire. I say try
because when you have worked as long and hard as Joe
and Susan have, it’s hard to stop.
Anyway, as I said, the purpose of the evening was to
celebrate Joe and Susan. It was Joe’s 76th birthday and
Joe and Susan’s 52nd wedding anniversary. The room
was full of family and friends and photographs and food
and drink and music and let me tell you, the good times
were truly memorialized. The guest list ranged from
brothers and sisters to cousins, nieces, nephews, agency
clients and local officials. It was a beautiful thing to see
(continued on page 6)
page 3
A Publication of Independent Insurance Agents of WV
Homeowners Confused About Insurance Coverage:
Survey
Many homeowners do not understand what exposures are
covered under their home insurance policy, according to a new
consumer survey.
More than two in five Americans (41 percent) believe that a
standard homeowner’s insurance policy protects against mold
damage, according to new In.suranceQuotes.com survey.
“This misconception could prove extremely costly,” said Laura
Adams, senior insurance analyst, InsuranceQuotes.com. “Mold
remediation can cost tens of thousands of dollars. It’s often not
covered by homeowner’s insurance, especially if it was caused
by neglected maintenance such as a leaky pipe.”
The survey also revealed that many homeowners are misinformed
regarding personal belongings stolen from a car (73 percent
aren’t aware that this type of theft is covered by homeowner’s
insurance) and earthquake damage (51 percent don’t know that
this is not covered by a standard homeowner’s insurance policy).
Two better understood aspects of homeowner’s insurance are
fire damage (90 percent of Americans know that homeowner’s
insurance covers this) and lawsuits from an injured visitor (72
percent know this is covered).
Just under one-quarter of homeowner’s insurance policyholders
said that they chose their current provider primarily because
of a recommendation from someone they trust (22 percent). A
similar number (21 percent) said the most important factor was
the service they received from their agent. Seventeen percent
said their decision hinged on getting the lowest price. But only
1 percent of homeowners insurance purchasers said a radio
or television commercial was the most important factor in their
decision.
The survey was conducted by Princeton Survey Research
Associates International (PSRAI). PSRAI obtained telephone
interviews with a nationally representative sample of 1,003 adults
living in the continental United States. Telephone interviews were
conducted by landline (500) and cell phone (503, including 229
without a landline phone). Interviews were done in English by
Princeton Data Source from April 4-7, 2013. Statistical results
are weighted to correct known demographic discrepancies. The
margin of sampling error for the complete set of weighted data
is plus or minus 3.7 percentage points.
Cover the unexpected.
You do everything you can to keep your employees safe on the job,
yet accidents can still happen when you least expect it. Make sure
your business is covered for anything that may happen - call Bloss
& Dillard today for the Workers Compensation coverage you need.
• We offer coverage through three major carriers
• All policies are direct billed with multiple payment
options available
Smartphones: scan and
link directly to BDI!
• Waivers of subrogation and alternate employer
endorsements are available when required by contract
• We offer coverage for coal mining, oil and gas
industry, home health care, excavation, lumber
industry, contractors and many other difficult
to place occupations
(304) 429-6961 • (800) 624-3422 • f:(304) 429-7248 • submissions: submissions@bloss-dillard.com
page 4
A Publication of Independent Insurance Agents of WV
E&O Loss Prevention Tip:
ALWAYS advise your clients of the inherent risks
of coverage through a non-admitted carrier.
COACH SAYS:
Many states have passed statutes that
hold the insurance professional strictly
liable for any unpaid claims arising out
of the insolvency of a non-admitted
company. This is true regardless of the
carrier being solvent when coverage is
placed and even renewed several times.
Route this to your team roster!
DON'T LET THIS HAPPEN TO YOU
The client leased a commercial building for his restaurant and
named the owner of the building as an additional insured on the
CGL coverage. Following an injury to a patron of the restaurant, both
the client and the owner of the building were sued. The carrier
became insolvent and could no longer defend the lawsuit. After the
agent was sued for placing coverage with an insolvent non-admitted
carrier, the client learned that the agent had brokered coverage
through a surplus lines broker, and made no effort to locate an
admitted market. Given the agent’s liability for failing to follow
statuatory procedure, over $300,000 was paid out against the agent’s
E&O policy to settle the claim plus the deductible.*
For more information about the Big “I” Professional Liability program, your
trusted source for insurance agents and brokers E&O coverage, contact your
state association or visit www.independentagent.com/EO.
*This claims scenario is fictional. Westport employees created it based on experience and knowledge of case law using relatively common facts, allegations,
defenses and amounts. Do not rely upon such scenarios to predict an outcome, or to make claim and litigation decisions.
Insurance underwritten by
Westport Insurance Corporation.
page 5
A Publication of Independent Insurance Agents of WV
Three Insurance Companies Placed in
Liquidation in Illinois
Lumbermens Mutual Casualty, American
Manufacturers Mutual Insurance, and
American Motorists Insurance Companies
have been placed in liquidation in Illinois,
according to the state insurance department.
State insurance guaranty associations will
pay the companies’ claims, the department
said.
Illinois Department of Insurance Director
Andrew Boron has been serving as statutory
rehabilitator of the companies since July
2012.
“Liquidation was the next step in this process” said Director
Boron. “Department of Insurance staff has worked diligently
during this transition with interest to the companies’ creditors
and customers.”
The court entered an order granting a motion for Substantive
Consolidation of the liabilities and assets of the liquidation
estates of Lumbermens, American Manufacturers and American
Motorists. This order will allow for the equitable distribution of
assets on the claims arising in the liquidation proceedings of
these three companies, the department said.
The Orders of Liquidation have triggered the obligations of the
Note from the ceo
(CONTINUED FROM PAGE 3)
state insurance guaranty associations to
begin paying covered claims obligations
of the companies. In preparation for the
liquidation of the companies, Director
Boron has been working with the National
Organization of Life and Health Guaranty
Associations and the National Conference
of Insurance Guaranty Funds to plan the
orderly transition of claim administration
responsibilities to the state insurance
guaranty associations.
Lumbermens is a mutual property and
casualty insurer organized in 1912, and held licenses in 49
states and the District of Columbia.
American Manufacturers is a mutual property and casualty
insurer organized in 1837, and held licenses in 49 states and
the District of Columbia. American Manufacturers is a member
of LMG.
American Motorists also held licenses in 49 states and was
organized in 1926.
Lumbermens, American Manufacturers, and American Motorists
commenced a voluntary run-off in 2003 and have been operating
under a run-off plan filed with and approved by DOI in 2004.
two extremely nice people like Joe and Susan be recognized so
warmly by so many people who have known them so well and
for so long.
Not long before my wife and I took our leave, Joe’s good friend
the Monongalia County Sheriff asked me why I would come so
far for such a gathering. I told him that people like Joe and Susan
have always been and still are the very soul of our association.
They never brag or demand special consideration. They attend
events and use products and services and try as best they can
to do their part as members of the organization. I told the Sheriff
that I wished I had three dozen more members just like Joe
and Susan and Linda. The Sheriff told me that I am not the
only person who feels that way about the Simons. Watching
the crowd in that room that night shower Joe and Susan with
affection and respect told me the Sheriff knows his County.
thank them for their years of loyal service to our industry and
membership in the IIAWV. I am pleased to do so again here
and now before our entire membership. When any of you see
either of them or Linda, I encourage each and every one of you
to do the same. They are great people and they and thousands
of others like them over the years are why the IIAWV exists and
has been able to survive.
Yes folks, a wonderful time was had by all that night in
Morgantown, especially by me. I got reminded of what I do
and why.
I was honored that night to have the opportunity to extend
our membership’s congratulations to Joe and Susan and to
page 6
A Publication of Independent Insurance Agents of WV
5 Ways Agency Principals Can Seize the
Future
It’s been about a year since ACT’s Agency of the Future Work
Group produced a couple of thought pieces on the emerging
consumer and how we believe agents should respond.
Now we’re excited to release a video series to supplement our
written work. The first video is entitled “Agency Perspectives
on the Future” and focuses on leadership, the changing
consumer and agency, and the outlook for the future. (Thank
you Applied Systems for assisting ACT in producing the video.)
can go beyond clients to raving fans.
Thus, it is important for the agency to go through the process
of defining and codifying the agency’s brand attributes and
personality. What are they today? What should they be? What
could they be? More important, with the proper strategy and
investment, what will they be? Agency owners must clearly
understand, embrace and communicate a direction for their
firms.
Couple of points on the video:
• Watch it at least twice; you’ll pick up new ideas each time.
Our industry is blessed to have some incredibly bright,
talented and expressive people.
• Show it at agency staff meetings to encourage fresh thinking.
• Carriers, associations and user groups can show it at
employee and agency meetings.
Our work group plans a second video, “Agency Strategies
for Growth,” that will focus on using marketing, social media,
metrics and automation for future success.
It’s been a year of excellent conversation. And, of course, it’s a
cool topic—who doesn’t like envisioning such a bright future?
In the original 2012 reports, we explored what we considered
to be attributes of a successful agency of the future—the
foreseeable future, to be specific. I’d like to comment on a few
of these I find critical for principals to consider:
1. Brand
Okay, I’ll admit it: I’m biased here. But a strong brand is the
difference between winning and falling behind, period.
Remember that the agency brand isn’t tangible; it is a set of
expectations and memories that reside in the minds of your
stakeholders (owners, employees, customers, prospects,
business partners and opinion leaders). The objective is a clear/
consistent 360-degree understanding of the brand among all
stakeholders. This will take a while if you haven’t started the
process.
The insurance industry creates products and services, but
people buy brands. Thus, your agency’s brand is the most
valuable asset. From the owner’s perspective, it will guide
employee behavior. From the consumer perspective, the brand
will help them decide where to buy. That won’t change for the
agency of the future.
Strong brands build loyalty—reducing turnover and increasing
revenue per customer. You attract talented people to work for
you. You attract the best carriers. Your referrals increase. You
can talk more about value than price with prospects. And you
A strong brand is something you earn, not something you
receive. Smart firms realize that customer and prospect
communications are an investment, not an expense, and they
will build agency value. Best Practices agencies consistently are
spending 1% to 3% of annual revenue on these activities (the
larger the agency, the percentage typically drops). Some firms
are redirecting more of the annual spend towards younger talent
to handle social media initiatives; where in the past they might
have directed more to paid media, for example. Refer to the
Websites & Social Media page of the ACT website for more
information.
Are you just an agency name? Or a brand name? Could it be
more crisp, clear, consistent and visible?
2. Leadership
Our work group has talked a lot about leadership—specifically,
the value of transformational vs. transactional leadership.
Organizations need both to succeed, but agencies typically are
lacking in transformational leadership. Such a leader:
• Always seeks improvement and is more willing to shake
things up.
• Realizes that the world is dynamic and sees change as an
opportunity, not a threat.
• Builds a culture that drives customer and employee
happiness.
• Develops employees, at the right levels and in the right
places, and allows them ability to grow.
• Has effective listening and communications skills.
• Inspires staff to work as a team toward a common goal—
and inspires the team to take its own initiative to accomplish
goals without management’s handholding.
For an agency, leadership means managing a business, not just
being an insurance technician.
Smart agency principals never seem satisfied—they always
strive to get better. They have a voracious appetite to learn.
Leaders are willing to gain new information and insights from
any source—employees, clients, other industries and industry
meetings. To that point, “Leaders are readers,” according
to author/speaker David Nour. Improving just 1% per day in
(continued on page 10)
page 7
A Publication of Independent Insurance Agents of WV
50 Top Apps for Independent Agents
Mobility technology is changing the way the insurance industry
operates. But when it comes to working on the go, nothing
is as important as mobile device applications. But what apps
do independent agents use most? What apps are the most
useful in business and personal life? Insurance Journal asked
these questions to several industry experts and polled readers
via Facebook, LinkedIn and Twitter to find the top apps for
independent agents today. This report is a small glimpse at the
apps used on an independent agent’s mobile device.
www.iiaba.net/Flood
A special thank you to those who responded to Insurance
Journal’s query including: Steve Anderson, Chris Burand,
Jason Cass, Stuart S. Durland, Claudia McClain, Joyce E Sigler,
Angelyn S Treutel, Jeff Yates and the countless number of
readers of Insurance Journal.
ACORD ONE
This app provides access to the most commonly used ACORD
(Agency Company Organization for Research and Development)
forms. Launched in 2012, the ACORD ONE service allows users
to complete forms on mobile devices, sign forms using the
touch screen, save and retrieve forms, and email completed and
signed forms. The app is available for Android and Apple tablets
and phones. Cost: All current users of Cap Dat ACORD have
free access to the ACORD ONE mobile app. Cost: All current
users of Cap Dat ACORD have free access to the ACORD ONE
mobile app.
Don’t get caught - Big “I” Flood can help!
ALT MVR
ADR (American Driving Records) has developed an alternative
data source to the traditional motor vehicle record (MVR). Called
ALT MVR, this app contains the same information as traditional
driving records but at considerably less cost, ADR says. The
company says this affordability allows agents to run a record on
more quotes — thus helping to more accurately calculate risk
and properly quote new businesses and renewals. It will soon
be integrated to select comparative raters. Cost: Contact ADR
for pricing details.
Buffer
Buffer promises users a more personal and efficient method
to handling sharing on social media. Buffer allows its users to
schedule the social media content in advance. A user can fill up
their Buffer at one time in the day and Buffer automatically posts
new social media content for them throughout the day. Simply
keep that Buffer topped up to have a consistent social media
presence all day round, all week long. Cost: $10 per month.
CamScanner
The CamScanner app turns smartphones into a portable
document scanner using the camera on a smartphone to capture
documents like articles, agreements, sketches, business cards
and coupons. The app can use the smartphone’s flash to boost
(continued on page 12)
page 8
A Publication of Independent Insurance Agents of WV
TAKE ANOTHER LOOK AT THE RLI PERSONAL UMBRELLA
AND HOME BUSINESS INSURANCE POLICIES!
See how you can write more business with an admitted, secure, A+ rated carrier
A smart choice for your customer
Today’s legal environment calls for extra protection for almost all your clients. Ask every new and current
customer about Personal Umbrella and Home Business Insurance coverage.
The RLI Personal Umbrella Policy …
Financial stability and responsible underwriting are the foundations of this program that has been
consistently available for over 25 years.
• Up to $5 million in additional insurance
• $1 million Excess UM/UIM available
• Expanded underwriting – more acceptability
• No underlying carrier information required
• Immediate availability & very affordable
The RLI Home Business Insurance Policy …
Homeowner’s policies, even with home business endorsements, don’t adequately cover home businesses.
They need RLI’s Home Business Insurance.
• True BOP coverage for home businesses
• Full year of coverage – includes events, fairs & shows
• Coverage applies on and off premises
• Very low premiums
A smart choice for your agency
By making customers aware of these important extra layers of protection, you won’t have to answer
the E & O question - “If extra coverage was available, why didn’t you offer it to your client before this
accident?”
Contact us today:
Valerie Toney, IIAWV Business Manager | 800-274-4298 | vtoney@iiawv.org
page 9
A Publication of Independent Insurance Agents of WV
Why You Need To Offer Excess UM/UIM To
EVERY Client
(CONTINUED FROM PAGE 3)
buy “state minimum” auto limits in order to save money. There’s
no denying that it can be a temptation in a struggling economy.
All the more reason to make sure your clients are protected from
the drivers around them, with UM/UIM coverage on both their
auto and personal umbrella policies.
their auto policy limits, they need excess UM/UIM coverage
above their auto policy UM/UIM limits. While many home
and auto carriers offer a personal umbrella, they may but not
offer excess UM/UIM coverage. Always offer an umbrella that
includes that coverage.
It’s About The Coverage, Not The Cost
There's no way around admitting that UM/UIM coverage can
be expensive, and a tough sell if a client is trying to keep their
premium down. One wise agent explains it to his personal
umbrella clients this way. If you're buying an umbrella so that
you can cover the injuries of strangers, wouldn't you want to
do the same for your own family, instead of blindly relying on
someone else to cover your injuries...someone who might not
have insurance at all, let alone enough insurance if you or your
family members have serious injuries or need hospitalization? It
certainly makes a lot of sense.
When working up an auto or umbrella quote, do you merely
ask “Do you want to add Uninsured/Underinsured Motorist
Coverage”, and then wait for the simple “Yes” or a “No”? If so,
try explaining what the coverage is first, and THEN ask if they
want it. That way, the focus is on the value of the coverage, as
opposed to its cost.
Protect Yourself From “Failure To Offer”
and Other E&O Claims
If your client is injured by an uninsured or underinsured driver and
doesn’t have basic or excess UM/UIM limits of their own, you
can bet that they’ll be asking (quite possibly through an attorney)
why you didn’t offer them this coverage. Protect your client…
and protect yourself and your agency from a ‘failure to offer’
E&O claim by always explaining and offering UM/UIM coverage.
Consider documenting a client’s refusal of this coverage as well.
This applies not only to auto policies, but also to personal
umbrella policies. Just as a client needs excess liability above
Hopefully this article will be a help to you as you quote and
discuss excess UM/UIM with your clients. Keep in mind that
the Big “I” offers your agency access to two umbrella carriers,
including our endorsed market through RLI. Below are some of
the distinctions between those two markets:
Preferred Market with RLI
A+ rated and admitted nationwide
Limits up to $5 million available
Excess UM/UIM available nationwide
Stand-alone coverage - no need to switch home or auto carriers
New drivers accepted and no age limit on older drivers
DUI/DWI permitted
Low maintenance – No need to report new exposures mid-term
if required underlying limits are maintained.
Simple, self-underwriting application
E-signature and credit card payment options
Alternative Market with Anderson & Murison
Written on A rated Scottsdale paper
Limits up to $10 million available
Will consider high-profile personalities, such as athletes and
entertainers
Will consider risks with prior liability losses exceeding $25,000
Driver exclusion endorsement available
To learn more about these products, visit www.iiaba.net/
umbrella or www.bigimarkets.com or contact Valerie Toney at
800-274-4298
5 Ways Agency Principals Can Seize the
Future
(CONTINUED FROM PAGE 7)
knowledge and skill means that in 70 days you’re twice as good
as today, he says.
Does your firm have a good dose of transformational leadership?
3. Staffing
Over the next 10 years, 50% of current agency workers will
have retired. But the next generation of leaders are ready to get
involved now—don’t stand in their way.
Smart agency owners invest in people and training. Some of your
new hires may come from outside the industry—a great way to
generate new ideas and also get strategic help, which agencies
often lack. Many firms have a couple of family generations on
board. But now these successful owners are handing over the
reins to professional managers who are not part of the family.
And if you’re looking for the best talent, be prepared to pay the
best salaries—but it’s an investment in your future.
Another trend of which to be very aware: Who works at your
(continued on page 11)
page 10
A Publication of Independent Insurance Agents of WV
5 Ways Agency Principals Can Seize the Future
(CONTINUED FROM PAGE 10)
firm, what is work, where we work,
when we work, how we work—even
why we work—is all evolving. It’s an
exciting time. Be flexible. Some of your
best talent of the future won’t commute
to the office 9 to 5 every day. Some
will be consultants, some employees;
some will work full time, and some
part time, and some remotely. And
some of those highly talented wouldbe
retirees I mention above might
continue to contribute to the firm under
alternative circumstances. Flexible
work arrangements backed up by slick,
enabling technology—such as Internet
phone systems—are becoming more
prevalent at agencies.
Do you offer a place where insurance professionals want to
work? What’s your story to a new recruit? Will you earn your fair
share of tomorrow’s talent?
4. Social
The successful agency of the foreseeable future isn’t going to
dabble in social media marketing—it will be a social business.
platforms—Twitter, Facebook, and
more—that you use to communicate
will be a secondary consideration.
Are you building relationships online?
Do you allow your employees to use
these tools as well?
5. Metrics
Agencies that measure effectiveness
of marketing and sales efforts tend to
be much stronger, period. Knowing
your numbers is a key differentiator
between the growing agency and
the one that is not. Key metrics to
understand include new business,
retention and revenue per client;
number of policies per client, and from where the business
comes.
For more on 12 key metrics, see this excellent article by Chuck
Blondino, Safeco Insurance.
Are you measuring your success? If you’re falling short in some
areas, how soon will you know?
Sitting on the sidelines of this incredible consumer revolution
isn’t going to cut it. Nor is looking at customer and prospect
marketing as a series of projects.
The future agency will be fully engaged, year round, in online and
social networking activity. Social is not just an isolated initiative.
It must be an integrated piece of your agency’s personality. It
defines how the firm communicates and engages with customers
and prospects.
Agents say they struggle with creating (a) the time it takes to
be a social business, and (b) ideas for content—the “what” and
the “how” to do this. It’s easier than you think if you approach
it from an honest and authentic standpoint. For example, I find
it interesting how every day agents literally “speak” dozens of
potential blog entries when they help explain a coverage or
handle a claim. Write them down! Or use voice-to-text software.
You don’t have to make this up on your own. For good material
on developing and implementing an online, mobile and social
policy, go to the ACT website. The reports will help you guide
employee behavior. Once you have a system in place to interact
and respond to consumers, the rest will be easier.
Relationships are key to the future of consumers and agencies.
Everything you do should be about building relationships with
employees, business partners, prospects and customers.
Software and hardware and cloud technology and social media
platforms can be distracting. Put your work into a strategy,
setting goals and building relationships. The social media
In summary, these five areas should be at the top of your list to
create or improve your agency of the foreseeable future. What’s
your plan? What’s your dream for the future? In the words of the
late Walt Disney, “If you can dream it, you can do it.”
Our work group will continue to explore this fertile area—
considering both consumer expectations and agency responses.
Stay tuned. We hope to see you at the IIABA Special Event &
ACT meeting in San Antonio on September 27, when we will
explore further effective agency strategies for the future.
By Peter van Aartrijk
Peter van Aartrijk is CEO of Aartrijk, a marketing-communications
firm specializing in insurance. He chairs ACT’s Agencies of the
Future Work Group. Peter produced this article for ACT; it reflects
his views and should not be construed as an official statement
of ACT.
Independent Insurance Agents
of West Virginia, Inc.
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A Publication of Independent Insurance Agents of WV
50 Top Apps for Independent Agents
(CONTINUED FROM PAGE 8)
lighting, and CamScanner allows the user to zero in on scans
with zoom functions. If users sign up with CamScanner they
can backup, sync, edit and share documents on the go across
smartphones, tablets, PCs and the Cloud. Cost: Free.
CardMunch
CardMunch is a mobile business card transcription service that
helps to digitize contact information. Users can take pictures
of business cards with their smartphones and the app then
transcribes information and imports the data to the users’ mobile
Rolodex. There are many similar apps out there but CardMunch
says it’s different in a number of ways. First, it says every
business card submitted is transcribed, edited and reviewed by
the company’s human workforce to ensure complete accuracy.
And as a business unit of LinkedIn, the app makes it easy to
connect with new contacts via the LinkedIn network after
uploading business cards. Cost: Free
CARFAX
The CARFAX app enables users to scan or enter Vehicle
Identification Numbers (VIN) and get CARFAX reports instantly,
view recently purchased CARFAX reports. The version for dealers
does a few more thans than the version for the general public.
A new barcode scanner has been added to the app, which now
can scan ADESA window stickers and standard VIN barcodes.
Cost: Free.
Claims Journal
The makers of the Claims Journal App can lay claim to it being
the only app that delivers content from Claims Journal magazine
and ClaimsJournal.com to handheld devices. The app offers
breaking news related to the insurance claims industry, videos
and informative podcasts. Cost: Free
CloudOn
CloudOn delivers Microsoft Office files and applications to
tablets by linking to Box, Dropbox, Google Drive and SkiyDrive
accounts. The app enables tablet users to open up and utilize
programs like Microsoft Word, Excel and PowerPoint to create,
review and edit files. Cost: Free
Connectmogul
The makers of connectmogul say it helps agents leverage their
book of business and connect via text messaging with their
prospects and customers. Additionally, agents using the system
wrote more policies and increased efficiency in 10 beginningof
day-processes, the makers say. The cloud-based tool helps
automate daily activities and producers can upload their book
of business and work off of pre-set templates that go out to
their customer base. The app sends out automatic birthday
messages and reviews messages, and it helps automate the
cross-selling factor by automatically promoting bundling to their
customers 30 days before renewal dates. Cost: $99/month
Dragon Dictation
With Dragon Dictation, agents on the go can stop typing and
start speaking. This mobile voice-to-text transcriptions app from
Nuance Communications is available through Apple’s iTunes
store. Users can dictate personal notes and reminders. Powered
by the Dragon NaturallySpeaking software, this app lets users
speak and instantly see their text content for everything from
email messages to blog posts. Users can also dictate status
updates directly to their social networking applications including
Facebook and Twitter. Cost: Free
Dropbox
Dropbox is a file sharing system that allows users to access
photos, docs, and videos anywhere and share them easily.
Through the Dropbox free app users are able to access any
saved file via Dropbox from all computers, iPhone, iPad and
even the Dropbox website. The cost to open an account is free
for up to 2 GB of space. Additional storage space costs more.
Cost: Depends on account size.
Evernote
This widely used app allows independent agents to make notes
on the go and keep their work ideas stored for later use. With
Evernote, agents can take notes, capture photos, create todo
lists and record voice reminders — and makes these notes
searchable, whether at home, at work, or on the go. Evernote
can also search for specific texts inside photos and business
card images taken with smartphone or tablet cameras. Users
can save, sync and share files across computers and mobile
devices. The basic free account includes a 40MB monthly
upload allowance. The business account starts at $10.00 per
user per month. Cost: Depends on account size.
Expensify
On the road often? This app can help road warriors simplify their
expense receipt-keeping. Expensify lets users track expenses,
snap pictures of receipts and create expense reports, all on the
go. The app can even read receipt images and automatically fill
out details in the expense report. The app also tracks mileage
expenses via GPS or odometer entry, and add time or other
billable expenses. Users can also sync their credit cards and
bank accounts with Expensify to track expenses as they happen,
without filling out information manually. This app is available for
Apple and Android mobile devices. Cost: It’s free for individual
users. “Team Plan” accounts start at $5 per month per user.
Feeder
Feeder is food for your brain, according to an Apple iTunes Store
review, where the app can be purchased for the iPhone, iPod
or iPad. Feeder brings the latest news from all over the web,
enabling users to swipe through a list of the latest articles and
read each one with a tap. The latest version of the app boasts
a redesigned interface, article sharing over browsers including
(continued on page 13)
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50 Top Apps for Independent Agents
(CONTINUED FROM PAGE 12)
Google Chrome, Instapaper and Safari
and performance enhancements. Cost:
99 cents.
GhostWriter
Ghostwriter Notes lets users take notes
and store information on the go. The app
offers a digital documentation platform,
allowing users to create and save as many
virtual notebooks as needed. Users can
name specific pages, choose from various
“paper” backgrounds, and even choose
unique page backgrounds by importing
images or photos stored on their devices.
To write down notes, users can simply
take their finger and write by hand, and the
zoom ratio feature can control the font size
down to a tee. Cost: $4.99 at Apple’s App Store.
HailSpot
Weather Decision Technologies launched a new mobile product
designed to track and report hail fall sizes. HailSpot is available
on smartphones designed to obtain accurate, immediate data
regarding size and date of hail fall for an exact address from
the weather database maintained by WDT in Norman, Okla.
The product utilizes built-in smartphone location services to
automatically geo-locate the device and indicate with a pin, an
exact location or address. The app is available from the App
Store on iPhone at imap.tv/hailspot. Cost: Free
HootSuite
HootSuite is a social media management tool with millions of
users. Its dashboard interface lets users keep track of all their
social networking status from a single page. Social media
managers can view and manage multiple social media accounts
with online support for Twitter, Facebook, LinkedIn, Google + and
Foursquare plus many other social networks. It allows users to
instantly message followers on Twitter, check in on Foursquare,
view LinkedIn connections, and comment on Facebook posts.
It also offers post scheduling and statistics reports. Cost: Basic
individual accounts are free. “Pro” accounts start at $9.99 per
month for two users, with additional costs for more users.
iAnnotate PDF
The app allows users to read and annotate PDF documents on
the go. Users can choose from more than 80 annotating tools to
highlight, underline, bookmark, write on, and edit pages in PDF
documents. Branchfire, the maker of iAnnotate PDF, says more
than half a million people are now using the app for reading,
marking up, and sharing PDF documents, Word/PowerPoint
files and images. Cost: The full version for iPad is available for
$9.99. The basic version for Android is available free for a limited
time.
iCloud
iCloud is Apple’s popular cloud storage and cloud computing
service. The service currently has some
250 million users around the globe.
An Insurance Journal reader said
his agency utilizes iCloud to handle
individual and team calendars over
both PC and Apple platforms. Cost:
Users receive 5GB of free storage, and
prices for additional storage start at $20
per year for 10GB.
Insurance Journal
Insurance Journal news app allows
readers to access the latest property/
casualty news from their iPhone/iPad,
Android or Kindle Fire mobile device.
Follow national and regional insurance
news 24/7, and stream Insurance
Journal’s library of videos and podcasts — all from a single
interface. Cost: Free
JotNot Scanner
JotNot converts iPhone into a portable multipage scanner.
The app allows users to scan multi-page documents, receipts,
whiteboards, business cards and notes into an electronic format.
Users can take a picture to scan and choose exactly what part
of the photo should be scanned and converted into PDFs,
JPEGs, or PNGs. Files can be directly uploaded to Dropbox,
iDisk/WebDAV, Evernote, Box.net or Google Docs where they
can be shared with others. Cost: 99 cents at Apple’s App Store.
Kayak
The Kayak travel app includes flight and car search, hotel search
and booking, a flight tracker and “My Trips.” The app enables
tracking of flight status, looking up baggage fees, access to
airline numbers and airport information. Cost: Free
Kelly Blue Book
This app can be a useful tool for agents when advising clients
on auto insurance coverage. It quickly provides users with Kelley
Blue Book valuations on specific vehicles. With this app, agents
can read about car prices and used car values, browse car
photos and videos and compare multiple cars side-by-side — all
from their smartphones and mobile devices. Cost: Free for Apple
and Android mobile devices.
MagicPlan
One independent agent described this app as “an awesome
floor-plan app that lets you document a building while walking
through.” This app measures rooms and draws the floor plan
just by taking pictures. The floor plan can be sent to anyone or
even be stored in the app’s cloud storage. Cost: Available at
Apple’s App Store starting at $2.99 for each floor plan.
(continued on page 14)
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A Publication of Independent Insurance Agents of WV
50 Top Apps for Independent Agents
(CONTINUED FROM PAGE 13)
Mobile Banking
Mobile banking has grown by leaps
and bounds just in past few years. For
people on the go, mobile banking can
be a valuable tool that lets them check
account balances, transfer funds,
pay bills and even deposit checks
remotely by simply taking pictures
of the checks. A significant number
of smartphone and mobile device
users are already logging onto mobile
banking services every day. Forrester
Research forecasts that nearly half of
all U.S. bank account holders would
utilize mobile banking by 2017. Cost:
Free
MobileProducer
Applied System’s MobileProducer
app has a lot of useful tie-ins to the
company’s management systems.
The app integrates with Epic, Applied
Systems’ agency management
software which handles both benefits
and property/casualty insurance.
MobileProducer also works with
Applied’s The Agency Manager (TAM),
designed for brokers and agents,
which lets users view customers’ files
with all policies and carriers. The app’s
interface offers producers personalized on-demand access to
their client data on the go. Producers can also leverage GPS
technology to map accounts and coordinate daily schedules.
Cost: Free for users.
NeoReader
The NeoReader app transforms mobile devices into a barcode
scanner. It makes web content easily accessible by scanning
codes from print ads, publications, packaging, billboards, retail
displays, broadcast media or any mediums. The NeoReader
scans standard code types including Data Matrix, QR codes,
Aztec Codes, EAN, UPC, and Code 128. Cost: Free
Notability
This app by Ginger Labs integrates handwriting, PDF annotation,
typing, recording and organizing. Users can handwrite, type,
and record their annotation into PDF documents and then share
these annotations through email or a cloud service. Notability
makes it a cinch to fill in applications, take notes, record voice
and send it back to the office. Ginger Labs says Notability was
a top selling note-taking apps for Apple in 2012. Cost: $1.99 at
the Apple App Store.
Noteshelf
Noteshelf is an app designed to take written notes on an iPad.
The app offers a variety of paper types — legal pad, checked
paper, plain white — and different writing
utensils in various colors and thicknesses.
It also offers camera integration, so user
can import an image right onto the page
and draw directly on the photo. Cost:
$5.99
ONE
ONE is workers’ compensation agent/
agency tool that calculates and predicts
workers’ comp experience mods and
provides an analysis encompassing
everything from experience mods to
premiums to rates to payroll. The app
can predict future experience mods and
premiums up to four years into the future.
ONE also prints proposals and letters with
agents’ as well as clients’ logos and colors.
Cost: $49/month
Penultimate
Penultimate app offers the experience
of pen and paper and it enables syncing
with the Evernote app, made by the same
company. Cost: Free
Photo Measures
This app provides an easy way to draw
and save measures on photos on via a
handheld device. Take some photos and
note the dimensions on the photos to remember an exact
layout on the screen. The app also enables users to add text
comments, measure in imperial or metric units and export
dimensions in high resolution via email. Cost: $2.99
PocketCloud Remote Desktop
PocketCloud is a secure and fast way to remotely connect to
Mac or Windows desktop with iPad, iPhone, iPod touch or
Android devices. With PocketCloud, agents can access their
files, pictures and applications like Excel, PowerPoint, Outlook,
Word, Photoshop, games or any other programs. Cost: Basic
accounts are free and “Pro” accounts with additional features
cost a one-time fee of $14.99.
PODS
PODS is a performance management app from Interactive
Performance Solutions. It lets agencies set goals and plan out
activities. Agencies can set up daily tasks for each employee
in their business. Each day, everyone logs onto their PODS
app to see the tasks assigned to them. And employees mark
them off as they complete those tasks, which increases visibility
into the progress of each team member. With this mobile app,
agency owners can effectively monitor the performance of their
employees. Cost: The price is $299, followed by $75 monthly
(continued on page 15)
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50 Top Apps for Independent Agents
(CONTINUED FROM PAGE 14)
fees, for agencies.
Priceline
The Priceline App offers a simple way to book hotels and rental
cars on the go backed by Priceline’s “best price guarantee.”
Choose the exact hotel or rental car for any travel date, including
last minute and same-day reservations. Cost: Free
Pulse
Pulse displays news from multiple RSS feeds in a single page
using a tile based interface. The app also enables users to
save stories for later reading, or share stories with friends and
colleagues. Cost: Free
QQ Mobile
The mobile app provides remote access to the QQ Evolution
agency management system for independent insurance
agencies. It allows users who already have QQ Evolution
accounts to securely access from their mobile devices a wide
range of client data, including client details, policies, notes, files
and reports. QQ Evolution features include cross-selling reports
to discover sales opportunities and customized marketing letters
and emails for clients and prospects. The carrier downloads
feature imports clients’ transactions directly from participating
carriers. Cost: Free to users
QuakeWatch
This app lets users get the latest information on earthquakes from
around the world. Using feeds from multiple sources including
the U.S. Geological Survey and the European-Mediterranean
Seismological Centre, it displays data on earthquakes with
magnitude 1.0 and greater that have occurred over the past
week. Users can pan and zoom online maps to focus on hot
spots around the globe and see detailed quake reports. Cost:
99 cents at the Apple App Store.
Redfin
Redfin’s Multiple Listing Service-powered app includes complete
home details, full-screen photos, property history and agent
notes, all updated every 15 to 30 minutes. Cost: Free
(continued on page 16)
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50 Top Apps for Independent Agents
(CONTINUED FROM PAGE 15)
SendPepper
SendPepper, from OfficeAutopilot.com, integrates online and
offline marketing. SendPepper gives small business marketers
the tools to automate both email and personalized direct mail
in a single interface. Additional features include personal URLs
and custom-built, personalized landing pages for each potential
customer. Cost: Prices start at $29.95 per month.
SignNow
SignNow is an app for iOS and Android devices that enables
users to digitally sign and notarize documents, and send to
others for their signature. Users can create their own signature
for reuse, and the app keeps files secure but remotely accessible.
Cost: Free
Skitch
Skitch is part of the Evernote family of apps. This free app lets
users add sketches and text annotation to photos, screenshots,
maps, and web pages — and then share them with colleagues
on the go. Users can brainstorm design ideas with their team
members, annotate screenshots and pictures, add scribbles to
explain ideas, and identify points of interest on maps. The Skitch
annotation can help colleagues see and share ideas and get
everyone on the same page. Cost: Free
Trip Advisor
Plan a trip with the TripAdvisor app, which gives access to
more than 75 million candid reviews and opinions by travelers.
The app also enables users to find the hotels, restaurants and
things to do. The app’s flight search helps find and book airfare
deals. Users can also book options for hotels and restaurants.
Cost: Free
Twitter
For many insurance agents, Twitter has become an integral part
of their digital marketing effort to promote their business and
connect with clients and prospects in their local communities.
Twitter also makes it easy to follow colleagues and keep up with
latest industry developments. Cost: Free
Vertafore Producer Advantage
An app for iPhone and iPad due out soon from agency
software producer Vertafore integrates Pipeline Manager,
ReferenceConnect, and AMS360 helping producers manage
prospects, opportunities and activities. The app allows mobile
users to access current client policy information, and provide
accurate forecasts. Cost: Free for paid clients
Waze
“Waze is the world’s fastest-growing community-based traffic
and navigation app,” its makers say. Social types can see
what other friends are also driving to their destination when
connected on Facebook, and the app helps drivers navigate
to the cheapest station on their route thanks to gas prices
shared by other Waze drivers, or “Wazers,” who can also share
real-time traffic information and other road alerts, hands free of
course. Cost: Free
Yelp
Yelp is a local business directory service and review site with
social media features. Users can check or submit reviews for
local shops and businesses. Small business owners could set
up their own profile to create a business owner account. Yelp
may also be a good way for small businesses to reach out to
younger demographics who often use the app on the go, but
some businesses have expressed worries about unflattering
customer reviews that can appear online. Cost: Free
Zillow
For those looking for quick information on home property
data, Zillow Real Estate may be the perfect app. Drawing on
Zillow’s vast database, the mobile app shows estimated home
values, property records, photos and more. It lets users find and
compare real estate prices and home property details on the
go. The app is available for Apple and Android mobile devices.
Cost: Free
Zite
“Discover your Interesting.” No, in this case that’s not the
incorrect use of “your,” it’s the slogan for Zite, a smart news
aggregator that enables people to create their own personal
magazine with thousands of topics from which to choose. The
CNN-owned personalized news app sifts through “millions
of new stories every day” to match stories to your personal
interests and then delivers them automatically to your handheld
device. Cost: Free
By Young Ha, Don Jergler and Andrea Wells
Insurance Journal
Independent Insurance Agents
of West Virginia, Inc.
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
page 16
A Publication of Independent Insurance Agents of WV
UNLOCK
Your IIAWV and Big “I”
Member benefits
What will your email address
and password help you access
to on the Big “I” Web site?
Your IIAWV username and password are the keys to a
host of online resources available exclusively to IIAWV
members. Visit www.iiawv.org to explore the program
offerings or use the direct addresses below to log in
and see what treasures you may find.
IIAWV
www.iiawv.org
The West Virginia Insuror
Legislative Updates
Conventions
Virtual University
www.iiaba.net/vu
Research Library
Ask the Expert
Register for on-line CE classes and webinars
Sign-up for the free newsle er
IA magazine
www.iamagazine.com
Access online ar cles from the monthly print publica on
and read your weekly Insurance News & Views newsle er.
Legal Advocacy
www.iiaba.net (Click on “Legal Advocacy”)
Carrier Contract Reviews
Hot topics on Capitol Hill
Informa on on insurance related Federal court cases
Industry Legal Issues
Big “I” Markets
www.bigimarkets.com
Access commercial and personal lines products such as
affluent homeowners and commercial package products
from top carriers, with no fees and no produc on minimums.
Member Marke ng Ac vity Center
www.iiaba.net/mmac
Access a suite of marke ng resources including leads,
postcards and email campaign ideas.
Big “I” Professional Liability Virtual Risk Consultant
www.iiaba.net/vrc
Use your login creden als to purchase the on-line underwri
ng and sales reference library.
Big “I” Professional Liability Risk management Website
“E&O Happens”
www.iiaba.net/eohappens
Dive into a wealth of risk management resources available
to Swiss Re policyholders.
Trusted Choice®
www.trustedchoice.com/agents
Access logos, adver sing material, branding guidelines plus
your agency’s profile and account informa on.
It is important that names and email addresses for each
agency employee be listed in our member database. Many
of our website pages are proprietary and may only be
accessed with your user ID and password. Your email
address is your user ID. If you don’t know your password
select the “Forgot username or password?” op on listed on
any page of the IIAWV website (www.iiawv.org) and it will be
sent to you.
Feel free to contact us at (800) 274-4298 with ques ons on
these resources or other member benefits.
page 17
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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