Agents Get Pick of Golf Delights - Acuity

AGENCY FOCUS page 5 • EMPLOYEE FOCUS page 6 • TORNADO SEASON page 8
TIMELY NEWS AND INFORMATION FROM ACUITY
A P R I L 2 0 1 2
The
BIG
Decision
Agents Get Pick
of Golf Delights
page 2
w w w . a c u i t y . c o m

G R E A T A G E N T S
GREAT CHOICES
For over a decade, the ACUITY
Invitational has challenged agents to play some of the
best courses in the nation. This year, the Invitational
poses another challenge to agents: whether to hit the links
themselves, or get a front-row seat as spectators at the 2012
U.S. Women’s Open.
Wanna Golf?
For those looking to play, the ACUITY Invitational
visits world-class courses that agents have come to expect.
Our 2012 schedule travels to states throughout our operating
territory before finishing in late August at Whistling Straits
in Kohler.
“The ACUITY Invitational has always offered the
opportunity to play top-caliber, championship courses,” says
Ben Salzmann, ACUITY President and CEO.
Additionally, the 2012 Invitational gives agents the
chance to win more cash and door prizes than ever before!
Wanna Watch?
Agents who wish to witness the play of the best
women golfers in the world can instead choose to attend
the 2012 U.S. Women’s Open at Blackwolf Run in Kohler,
held July 5-8.
“Nobody has a better hospitality package at the
Open than ACUITY,” says Wally Waldhart, Vice President
- Sales and Communications. “Our agents will have a
front-row seat at this year’s Championship.”
This is the second time Blackwolf Run has hosted the
U.S. Women’s Open. The 1998 Open, won by Se Ri Pak in
a 19-hole playoff, was the first USGA championship for the
resort. Since then, Blackwolf Run has also been the host site
for three Andersen Consulting World Championships.
The 2012 Women’s Open will be conducted on
the original Championship Course. In preparation,
the Championship Course underwent some extensive
renovations in 2009, with the remaining 18 holes receiving
treatment in 2010. All of the existing bunker sand was
replaced and tees, fairways, green complexes, and green
surrounds were reseeded with new bentgrass.
The championship layout will incorporate holes 10-18
of the Meadow Valleys Course and holes 1-4 and 14-18 of
the River Course, the same layout that was used at the 1998
Women’s Open. Both courses were designed by Pete Dye,
with the original course opening in June 1988.
Watch for your invitation, and respond quickly to
ensure your spot at the ACUITY Invitational! •

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One Dozen Handy
Bad-Shot Excuses
A P R I L 2 0 1 2 P A G E 3

ACUITY Honored
as Top Services
Company
ACUITY was recognized by the
Sheboygan County Chamber of Commerce as the 2011
Services Company of the Year. The award was presented at
the second annual Chamber Champions awards ceremony on
February 22.
“We are honored to be recognized as the Services
Company of the Year,” says Ben Salzmann, President and
CEO. “This award reflects our commitment to our mission
of service to our customers and community and to helping
people rebuild shattered lives.” •
FIND THE
In March, our was hidden on page 7. The three $100
winners chosen from correct entries we received are:
Jane Zagrodnik Baer Insurance Madison, WI
Coline Borah Tobias Insurance Indianapolis, IN
Erica Tomaselli Leverity Insurance Beachwood, OH
To enter this month’s contest, find the hidden elsewhere
in this issue, then send an email with its location to
contest@acuity.com by April 30, 2012. This
contest is open to agency staff only. •

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SMOKY MOUNTAINS AGENCY
CELEBRATES 60 YEARS OF SERVICE
In a business where customer retention is
essential, Ownby Insurance sets the standard for longevity.
Some of the Tennessee agency’s clients have been with
the firm since it opened its doors for business in 1952, and
agency President Mike Ownby understands why.
“Our customers know they will be treated promptly
and fairly,” he says. “They also know that, because we are
so selective in the insurance companies we represent, they
will receive competitive pricing, premium products, and
outstanding claims service.”
The agency was founded by Mike’s father, Clyde, and
has remained family owned for all of its 60 years in business.
Mike handles commercial lines while his brother, Phil,
manages personal lines and his son, Kevin, handles life,
health, and retirement plans.
Mike gives credit to all the agency’s staff in helping
fuel its growth and success: Jim Lane in commercial
lines marketing; claims manager Jeff Bohanan; producer
Brandon Patterson; CSRs Joyce Fitzgerald and Karen
Burchell, and Receptionist Shelia Hurst.
“Part of the reason our customers stay with us so long
is that our staff longevity is high as well, so they develop a
real comfort level working with us,” Mike says. “We have a
close-knit staff that is dedicated to the mutual best interests of
our customers and our business.”
Hometown in the Smokies
Sevierville, where the agency is headquartered, may
have a small-town feel, but it is at the heart of a big tourist
destination. Nearby is the Great Smoky Mountains National
Park—the most visited of our national parks—Gatlinburg,
and Pigeon Forge. The area is home to Dollywood theme
park and is the number one retail outlet shopping destination
in the United States.
“Geographically, we are within a day’s drive of 75 percent
of the population of the United States,” says Mike.
The area’s diversity of activity has helped the agency
weather the economic storm of recent years. “We have yearround
tourism so, even though we have been impacted by the
economic downturn, it has not been as severe as other parts of
the country,” Mike explains.
Ownby Insurance’s staff are heavily involved in
community associations, including the Boys and Girls Club of
the Smoky Mountains, the Dr. Robert F. Thomas Foundation,
the University of Tennessee Alumni Association, First Baptist
Church, Rotary, Jaycees, the Chamber of Commerce, and
others. “We all believe that we need to give back to the
community we do business in,” Mike says.
Ownby Insurance is also a strong supporter of the Insurors
of Tennessee. Both Clyde and Mike served on the Board of
Directors. Kevin is a past Young Agent of the Year and is
currently serving his second term as Young Agents Chairman
on the board as well.
But the agency’s staff are not all about business.
Mike enjoys spending time with his four grandchildren
and fishing. Phil is an avid hunter. Kevin is known on the
barbeque circuit, where he has placed highly in several
national competitions with his father-in-law, Bob Presley,
who recently passed away.
Planning the Future
Continued family involvement will be central to the
agency’s perpetuation, and a focus on the quality service that
has come to define the name Ownby Insurance will be key to
future growth.
“We plan to keep on doing what we’ve been doing,” Mike
says. “We’ll keep treating our customers fairly and producing
good quality business for our companies, and we’ll be ready
for whatever the future holds. •
Left to right: Mike Ownby,
Kevin Ownby, and Phil Ownby
A P R I L 2 0 1 2 P A G E 5

ERIN RICKARD
She’s Official: Claims Rep Follows
Father’s Footsteps to the Court, ACUITY
As an official for high school and college
basketball, Erin Rickard goes into each game with two
main objectives: to be fair, and to be invisible.
“Ultimately as officials, we don’t want to be seen,”
explains Erin, Inside Claims Representative. “We don’t
want to be a factor in the game. It’s the players’ time
to shine.”
Erin has been refereeing games since high school.
She spent her time as a player on the basketball court
and soccer field for the Cedarburg Bulldogs during the
school year and worked the recreational leagues as an
official in the summer.
Erin’s father, Dennis Rickard, who is a Commercial
Underwriting Manager at ACUITY, encouraged Erin to
put on the stripes. “He asked me if I’d rather flip burgers
during the summer or spend my time running up and
down the court doing something that I would really
like,” she recalls. “It was an easy choice.”
Dennis, who has been a high school soccer and
basketball official for nearly 30 years, taught Erin the
basics of calling a game. “We started with the mechanics
of signal calling, making quick and clear decisions that
people would understand, and learning how to apply the
rules in different situations,” Erin recalls.
After high school, Erin attended UW-Oshkosh,
where she divided her time between her studies, soccer,
and basketball officiating. She enrolled in basketball
officials’ camps to earn the right to work college
games in addition to high school. Today, Erin
referees collegiate games in the Midwest,
North Atlantic, and WIAC conferences.
“There are times when I don’t get home from a game
until 2 a.m. because of where the game is located,” Erin
says. “If the game is very far away, I end up spending
vacation time to work it.”
Another challenge for officials comes from coaches
and fans. “You need to have a tough skin,” says Erin. “It
can be intimidating, but that’s where having training and
confidence comes into play.”
Communicating with the rest of the crew is essential.
“We work closely with each other to be sure we are
as consistent as we can be in the eyes of the coaches,
players, and spectators,” Erin explains.
Love of the Game
This year, Erin worked the WIAA state tournament,
the first year the girls’ bracket has had an all-female
officiating crew. “It was a tremendous experience to be
part of that,” says Erin.
And while the challenges of the role are great, the
rewards are greater. “People ask me what I like about
officiating. I don’t like it—I love it,” she says. “I love
the game, and I love the family we form among the
different people I’ve met through the game.”
Erin has just one thing she wishes fans would
understand. “Basketball is a game of angles,” she says.
“A lot of times what looks to be a clear cut call to a fan
in the upper row across the court is actually the opposite
of what they would see if they were five feet away
from the action
on the court.”•
Court Challenges
There’s more to being an official than
simply showing up on game days. “It’s
challenging. You need to do your homework
outside of games, watch a lot of film, and
network. There are days after a game I
have a hundred emails from other
officials with questions and
clips,” she says.
Balancing work and
travel is also a challenge.

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I D E N T I T Y
THEFT
Increase Tied to
Smartphone Usage
According to a recent report
by Javelin Strategy & Research, in 2011,
nearly 12 million Americans were victims
of identity theft—a 13% increase over
2010 that is tied to smartphone use:
• Identity thieves are increasingly targeting
users of smartphones and social media,
where consumers tend to be less cautious
• About 7% of all smartphone users fell
victim to identity fraud in 2011
• 62% of smartphone users do not use
password protection for their home
screens, which allows anyone who finds
or takes their phones to have access
to the contents •
A P R I L 2 0 1 2 P A G E 7

F
AREA inSIGHT
BE PREPARED FOR
TORNADO SEASON
April is tornado awareness
month. Although devastating tornadoes have
already struck this year, the height of activity is
typically yet to come, beginning in early April
and lasting through September.
2011 was one of the worst tornado years in
U.S. history, killing 550 people, injuring 5,400
and causing $10 billion in damage over the year,
the most in U.S. history. The 2011 season had
the most tornadoes in a single day and a single
month on record. Although it’s difficult for
forecasters to predict how bad the 2012 season
could be, the National Weather Service is urging
people to be prepared.
Tornado preparedness begins with having
a disaster plan that lays out where to go and
what to do in the event of a storm and what
to do immediately afterward. That plan should
also include property protection from an
insurance company that has proven to deliver
storm-tested service.
When tornadoes strike, we don’t wait.
ACUITY’s catastrophe response starts with
proactively calling policyholders who might be
affected and getting our “boots on the ground”
faster than any other company. But don’t just
take my word for it: listen to Tom Krischan,
whose home was severely damaged by a tornado:
Shaun [Armstrong] was the first insurance
adjuster on the scene in the entire neighborhood
and wrote us a check on the spot to
help get the repair process started
right away. That made a big
impression on our neighbors,
who hadn’t even gotten
a call back from their
insurance company by the
time ACUITY was done.
ACUITY understands that
when disaster strikes, only one
thing matters to people who
are affected: rebuilding their
shattered lives. We also know
that disasters don’t just happen
between the hours of 9 a.m. and
5 p.m., and we do what is needed, when it is
needed, to get the job done. We also believe that
the faster we get to an affected area, the better
the claim outcome will be.
Make ACUITY part of your customers’
tornado preparedness plans.•
BY MARTY JAEGER,
PROPERTY CLAIMS
MANAGER

aud ALERT!
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POLITICOS
IN PRISON
A former Rhode Island
disc jockey called “Tanya Cruise” hired two
local politicians to cause intentional damage
to her home’s roof, pool, and interior to look
like storm damage. She then conspired with a
crooked insurance adjuster to file over $40,000
in bogus claims.
A separate investigation into one of the
two politicians revealed the insurance fraud
scheme. All four parties to the plan were
convicted and sentenced. •
FOCUS ON inSTRUCTION
A P R I L 2 0 1 2 P A G E 9

It’s GNOMEAGEDDON!
For months, gnomes have mischievously appeared across ACUITY, culminating
in the appearance of a giant Santa Gnome last Christmas. But all good things
must come to an end, and “Gnomeageddon” put an end to ACUITY’s gnomes—
except for the largest two, which received an official pardon from Ben Salzmann.
Proceeds from Gnomeageddon went to benefit Meals on Wheels. •
MPOSSIBLE
inSURABLES
A Handy
How-Not-To
The owner of this property found that the unused
real estate inside a common electrical panel provides plenty
of room to store some tools, a can of paint thinner, and even
a box of crackers!
We know that storage space can be hard to come by,
but this isn’t really the best solution to the problem. It is,
however, our Risk of the Month. •

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aCHAT With Answr_Man1
What happened to the option to submit a personal lines
application with no money down?
ACUITY recently enhanced personal lines down payment options to
allow a one-time withdrawal from a customer’s checking, savings, or
MasterCard/Visa account. These new options permit us to eliminate
the no money down option.
What if the customer prefers traditional paper billing by mail?
The new down payment options are designed to be a one-time withdrawal.
All subsequent payments can be direct billed by mail. Payment
options include full-payment, 2-pay, 3-pay, 4-pay, 5-pay, and 11-pay.
How do ACUITY’s automatic payment options work?
Customers can select the time-saving option to make automatic
withdrawals from a checking, savings, or MasterCard/Visa account.
Options include full payment, quarterly, and monthly.
A P R I L 2 0 1 2 P A G E 1 1

Transportation Specialist
Excellence
Laurie Friederichs
Is Driven to Service
Customers of Mel Foster Insurance benefit
from Laurie Friederichs’ conscientious approach to
customer service, according to agency President Marc
Engels. “Laurie is dedicated to providing great service and
follows through on everything she promises to customers
and carriers,” he says.
“One of Laurie’s strongest
attributes is her experience,” Marc
adds. “She has been here nearly 15
years and has extensive knowledge
of transportation insurance. She also
has the ability to relate well to
our clients.”
Laurie is Transportation Account
UTSTANDING
Manager at the Davenport, Iowabased
agency. She says that patience and
understanding are the keys to exceptional customer care.
“You have to take the time to really
listen to their concerns and
explain things to them in terms
they can relate to,” Laurie
explains.
Laurie, who recently earned
her agent’s license, enjoys
working with her agency colleagues.
“We have a really good staff, all of
whom are dedicated to providing excellent
service,” she says.
to customers,
But the Mel Foster agency isn’t all about business. “We
like to have fun,” she says. “If you’re not having fun, it’s
going to show. You have to have a couple of good laughs a
day and share those with your clients.”
Congratulations to Laurie Friederichs, an Outstanding
Service Professional!•
EW JOB inFORMATION
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