ACUITY U

ACUITY U ADDS NEWONLINE CE COURSESSchool may be out for the summer,but classes are in session at ACUITY University. Ourfaculty members are creating new online courses for agentsand informational content for customers to build on ouralready expansive catalog of seminars, webinars, andin-person education.Online CE Courses for AgentsFor years, ACUITY’s Speaking Tours have providedagents the opportunity to earn continuing education (CE)credits at no charge. This fall, we’re replacing our tourswith virtual offerings.“Although our tours have always been immensely popular,it is difficult forsome agencystaff to attendbecause ofscheduling,distance, orother conflicts,”says WallyWaldhart,Vice President- Sales andCommunications.“Providing CE courses online allows agents to continuetheir education at any time that is convenient for them andanywhere they have internet access.”Our goal is to roll out a half dozen one-credit courses eachyear. The first course, scheduled to come on line by early fall,will deal with Anatomy of a Super Claim (see “ACUITY UCourse Catalog,” page 3).Each new course will feature subject matter experts, fromwithin ACUITY and from across various industries, who willdeliver timely, relevant, and enriching content. An onlinelearning management system will provide a convenient wayfor agents to electronically track course completion andcredits achieved.“This is a major undertaking, requiring a significantinvestment in infrastructure and the continued creation offresh content that needs to be reviewed and approved forcredit by various jurisdictions,” says Dave Bulgrin, TeamManager - Business Systems.New Work Comp VideosACUITY is also amplifying the educational offeringsavailable to customers by expanding our existing onlineinformation with a new selection of informational videos onworkers’ compensation. The new videos, available under theWorkers’ Compensation section at acuity.com, include:• What is Workers’ Compensation Insurance?• Workers’ Compensation Experience Modification Factor• Controlling Your Workers’ Compensation Costs“Agents canpresent these video resources tocustomers, combine them with brochures andother materials available through acuity.com, and use themas prospecting tools as well,” says Kay Hutchison, TeamManager - Business Systems. (continued on next page)

nfocusClassroom Sessions,Seminars, and WebinarsACUITY’s new CE courses and videos add to the catalogof educational materials we already offer, including:• CLASSROOM TRAINING - ACUITY territory directorsmake CE courses available year-round in agency offices.Also, ACUITY loss control representatives conductinformational classes for customers, leading 12 classesattended by 300 students in the past year alone.• SEMINARS - ACUITY presents at seminars across ourterritory and at our Corporate Headquarters, includinghosting the Wisconsin Manufacturing ExtensionPartnership (WMEP) meeting.• WEBINARS - At acuity.com, agents and customers canview webinars on topics such as Material Handling, theOSHA Globally Harmonized System (GHS), the FMCSAPre-Employment Screening Program (PSP), CSA forNon-Trucking Businesses, and M.A.S.H. / CorVel 24/7.“Our goal is to be the premier provider of informationfor our independent agents and customers,” says BenSalzmann, President and CEO. “We’re willing to makethe investment to achieve that goal because everyone winsthrough continued education.” •CE Credits Earned by AgentsThrough ACUITY Programs2003 - 04 31,9002005 - 06 36,1002007 - 08 37,2002009 - 10 44,1002011 - 12 45,000J U L Y 2 0 1 3 PAGE 3

Spinoff Gives Crest Insurance aFresh Start at SuccessOften, agencies look to mergersand acquisitions as a strategy to grow and perpetuate thebusiness. However, the owners of Crest Insurance tookthe opposite approach, spinning off the insurancebusiness from parent company CompassBank in 2010.“A lot of the larger independentagencies in Arizona had become partof financial services businesses, sowe felt there was really a need fora large, but independent, agencyto serve our part of the state,” saysagency President Cody Ritchie.“Also, even though Compass is a goodbusiness, we felt constrained in ourability to pursue the strategy that we reallywanted to do as an agency.”Ritchie and a group of senior partners acquired theinsurance business from the bank in June 2010. Originallyfounded in 1975 by Bob Mueller as Mueller & Associates,the agency had been part of Compass Bank since 2003.Shortly after the deal was done in 2010, the agency addedto its Tucson headquarters by opening an office in Tempeto serve customers in the Phoenix area.Giving BackThe spinoff strategy has been an unqualified success.In just three years since the purchase, Crest Insurance hasgrown from $5.7 million in annual revenue to more than$12 million. The agency has shared that success not justwith partners and staff, but also with the local communitieswhere it does business.“From the start, our philosophy has been, ‘If we do well,we’ll do good,’” Ritchie explains. Crest Insurance is wellrecognizedin the community for its philanthropy, includingan association with San Miguel High School in Tucson thatbenefits underprivileged students.“We offer a work-study programto students at San Miguel,” Ritchieexplains. “We pay their tuition, and theyalso gain valuable skills here that they canput to use in their continued education or in theworkforce.”Many of the agency’s employees are involved incommunity activities and charitable organizations.Crest is also keenly aware of building a positivereputation in the community.“We’re known for ethical operations,” Ritchie says.“When we represent something, people trust us to tellit like it is.”nfocusAGENCYOF THEMONTHFuture FocusThe agency targets several niches of business, includingsenior care and assisted living, transportation, construction,and hotel/motel. Customer education, outreach, and activecross-selling have been keys to building a growing book ofbusiness in those and other areas.Crest Insurance plans to remain independent and hasa perpetuation plan in place that relies heavily on internaltalent development.“We’ve invested in younger producers, but at the sametime, a lot of the senior agents that were on staff beforethe spinoff are still here and willing to invest their time inmentoring,” says Ritchie.That attitude of helpfulness extends to all areas of theagency’s operations. “We’re known by our customers forthe positive attitude and helpfulness of our staff, and that isdirectly attributable to our corporate culture,” Ritchie says.“A few years ago, we weren’t having fun any more,which is why we knew it was time for a change,” he adds.“Today, we’re having fun, and as long as that’s the case, Ibelieve we’re doing things right.”•

nfocusBUCKET LIST BASHACUITY’s Bucket List Bash, to be held October 12, 2013,at ACUITY’s Corporate Headquarters, will feature many bucket list-themed activities andentertainment, with proceeds from the Bash benefiting the creation of a palliative careprogram in Sheboygan County.Additionally, in the weeks leading up to the Bash, ACUITY is offering the chance toparticipate in several bucket list activities at locations throughout southeastern Wisconsin.Tickets are available to purchase for:• August 2 or 9 – Helicopter rides along Lake Michigan from Fly High Wisconsin,Sheboygan County Airport• August 3 or 10 – Hot air balloon rides at Mighty Z Hot Air Balloon Adventures, Brillion• August 4 – Mastering the art of floral arrangements at Canns, Sheboygan• August 16 or 23 – Cooking lessons at the American Club with a top chef• August 24 or 31 – Skydiving at Milwaukee Skydive• September 11 – Racing at Road AmericaPalliative care augments curative treatment with consultative services that are focusedon easing both physical and emotional pain. Funds raised from the Bucket List Bash willgo toward startup costs associated with forming a new palliative care service, which will beoperated by Aurora at no cost to patients.This is a golden opportunity to check items off your personal bucket list while benefitingpalliative care. For more information on pricing or to purchase Bucket List tickets, contactGwen Seeboth at gwen.seeboth@acuity.com or 800.242.7666, extension 1880. •Getting a Jump onthe Bucket List BashIn a preview of the BucketList Bash, ACUITY’s WallyWaldhart checked “skydiving”off his bucket list on July 7 atMilwaukee Skydive.“It was nerve-wrackingsitting on the edge of the door,with my feet dangling out theplane, just before the jump,”Waldhart recalls. “However,I was willing to take a leap offaith for palliative care.”FIND THEOur June was hidden in a simply shocking location onpage 11. The three $100 winners chosen from correctentries we received are:Angela Rallo Missouri General Insurance St. Louis, MOJeanne Madden Nuttall & Associates Pleasant Grove, UTDave Williams Hampson Mowrer Kreitz Agency Bethlehem, PATo enter this month’s contest, find the hidden elsewherein this issue, then send an email with its location tocontest@acuity.com by July 31, 2013. Thiscontest is open to agency staff only. •J U L Y 2 0 1 3 PAGE 5

nfocusNEWCENTRAL CLAIMSMANAGER NAMEDLaura Jakel is ACUITY’s newestManager - Central Claims, working at our CorporateHeadquarters.Laura joined ACUITY in 2000 as an Inside ClaimsRepresentative. She was promoted to a Senior InsideClaims Representative in 2006. Laura graduatedfrom UW-Stout with a bachelor’s degree in businessadministration. Laura lives in Sheboygan, where sheis well known for her photography. •SANDY OSTERMANNWRAPS UP OVER 45YEARS AT ACUITYACUITY bids a fond farewell to SandyOstermann, Manager - Services, who retired in June afternearly 46 years at ACUITY. Sandy began in the recordsdepartment but spent most of her career in commerciallines. She has been a manager in the commercialprocessing department since 1987.Sandy is looking forward to having more time todevote to volunteering, traveling, and reading in herretirement. She and her husband, Allen, also plan totravel to Virginia to visit their son Allen Jr., daughterin-lawBobbi, and theirthree grandchildren,Lizzie, Brett,and Seth. •WORD OF MOUTHEach month, we comb our Facebook pages to seewhat topics have people talking. Over 28,000 peopleread this month’s featured post, which focusedon why small contractors need to put controlsin place to detect and prevent fraud. Get the fullstory at: facebook.com/acuityconstruction.•J U L Y 2 0 1 3 PAGE 7

AREA inSIGHTACUITY’S PERFECT VISIONPROGRAM GIVES 20/20CLAIMS SATISFACTIONACUITY has made our glassprogram for auto glass claims even better with aPerfect Vision guarantee.The new Perfect Vision program providespolicyholders with 20/20 satisfaction when it comesto glass claims. When a customer’s windshield isreplaced at a preferred glass shop in our network,they automatically receive a 20-month, 20,000-milewarranty againstfurther damage.Perfect Visionis a win-win-winsituation forpolicyholders,agents, andACUITY:BY DARREN MEISELWITZ,MANAGER - AUTOPHYSICAL DAMAGE• Policyholders receive a guarantee on the newwindshield. Any damage that occurs during thewarranty does not require them to file a new glassclaim or pay an additional deductible.• Agents are not involved in setting up, calling on, orhandling new glass claims within the warrantyperiod. The automatic approval of repair orreplacement increases customer satisfaction anddifferentiates you from the competition.• ACUITY reduces our loss frequency on glass claims,which improves the overall claims experienceand reduces our administrative expenses.To locate an approved glass vendor, have theinsured call 866.815.7696. It is important that theinsured goes through the ACUITY glass program toreceive the proper discounts and the benefits ofthe 20/20 Perfect Vision program.ACUITY’s Perfect Vision program:one more reason we are the preferredcarrier for auto insurance.•

nfocusORDER INFORMATION KITS,BROCHURES, NEWSLETTERS,AND MORE ONLINEFrom the Agent Center, simply click“Order Supplies” from the Agent Resources box, choose thetype and quantity of material you need, complete the agencyinformation, and submit your request. •TECH TIPSMike Jarentowski, Analyst III - Personal Lines Marketingat ACUITY’s Corporate Headquarters (pictured), his wife, JulieAnn, and theirchildren Zachary and Lauren recently explored Colorado and easternUtah. In their travels to many great locations and venues, they broughtalong their ACUITY gear to visit PikesACUITY?Peak and the Four Corners Monument.Would you like to earn $100? Ifyou have a picture of ACUITY logo gearvisiting any interesting locations, send itWHEREIN THE WORLD ISvia email to infocus@acuity.com with a brief description, andlet everybody know Where in the World ACUITY has been.Pictures of you wearing ACUITY logo gear are always best!If we use your picture, we’ll send you $100! This offer isopen to employees of ACUITY and our independent agencies. •J U L Y 2 0 1 3 PAGE 9

MPOSSIBLEinSURABLESA KING ANDHIS THRONESOur electrical montage was sopopular last month that we decided to follow itup with a plumbing pictorial. We’re pretty surethese specimens weren’t created by a licensedplumber—or at least we hope not.They are, however, our Risks of the Month! •

nfocusACUITY CONTRIBUTES $100,000TO ANTI-HEROIN TASK FORCEThe ACUITY CharitableFoundation is contributing $100,000 insupport of efforts in the SheboyganCounty area to tackle a growingheroin problem.Our donation will be administeredby a task force under the direction ofSheboygan Police Department CaptainJim Veeser. Education is essential in thefight against this deadly drug, and thetask force will focus on educating thecommunity on heroin use and abuse,including teaming up with schools toinform youth about the effects ofheroin addiction.ACUITY’s contribution was made with thiseducational goal in mind. “Unfortunately, your childrenor grandchildren will likely be approached at sometime by a drug dealer. Hopefully theway our children reject thatproposition is centered aroundtheir knowledge, education,and value set. Now is the timeto help them gain awarenessof the devastating effects ofheroin,” says Ben Salzmann,President and CEO.“We also hope our $100,000Members of theanti-heroin taskforce meet atACUITY.contribution to the task force willspur additional funding,” Salzmannadds. “We encourage othercommunity businessesand organizations to joinus in this fight.” •Q. What is ACUITY’s newreserve change notification program?A. ACUITY will send agents an email whenany claim on one of their policies has a reservechange of $50,000 or more.Q&ACUITYQ. Why is this being done?A. It increases our connection with our agency force,gives them more information on claims, and improvestransparency into large claims.Q. What can I do with this information?A. Emails contain links to full claim informationand adjuster contact details so agents can easilyaccess information on claim activity. You canalso opt out of notification if you prefernot to receive it.J U L Y 2 0 1 3 PAGE 11

PATTI HOPPUSPUTS CUSTOMERS AT EASEIn the sometimes-stormy worldof insurance, Patti Hoppus of Insurance Solutions Plusis always a calm voice.“When customers call, it’s often because they have aproblem or have had a loss, so they are upset,”explains Dean Rodziczak, agencyPrincipal. “Patti helps ease their mindsand does an excellent job in handlingdelicate situations.”Dean adds that Patti’s abilityto put clients at ease stems directlyfrom her industry experience. “Pattihas been with us for 18 years and isthe driving force behind our customerUTSTANDINGservice,” he says.Patti is Office Manager at the Racine, Wisconsinbasedagency. She says that putting yourself in thecustomer’s shoes is essential toproviding quality service.“You have to realize thatmost customers don’t have adeep insurance background,” shesays. “It’s important to explainthings simply and in layman’sterms, rather than talking in thelanguage of insurance.”Patti enjoys talking to customers,but adds that her most rewarding days are when the phonedoesn’t ring. “If customers aren’t calling with service issues,it means they’re not having problems and claims, and we’vedone our job,” she says.Congratulations to Patti Hoppus, an OutstandingService Professional!•