The Current - NORCAL Mutual: Fall 2017

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Summer 2017 edition of NORCAL Group's Agency Newsletter

5% Risk Management

Discount

Upcoming Renewals Still May

Qualify For A Risk Management

Discount

New NORCAL

Knowledge Library

A Broad Spectrum of

Resources To Help

Risk Management

CME Webinars

NORCAL One of the Top 100

Healthcare Webinars of 2017

Practices Thrive

Page 4 Page 5 Page 9

Sales & Marketing Resources

Help Your Clients Get the

Most Out of NORCAL's

Value-Added Services

Page 10

FALL 2017

When Crisis Strikes: Is Your Business

Prepared for the Worst?

Crises can strike your business at any time and have many causes,

both natural and human. How you respond can have a lasting impact

on your business and your reputation. Page 2


2 | The Current FALL 2017

When Crisis Strikes: Is Your Business Prepared for the Worst?

Crises can strike your business at any

time and have many causes, both

natural and human. How you respond

can have a lasting impact on your

business and your reputation.

The hurricanes of late summer, the recent California wildfires and

the data breach at Equifax show us that crises can happen in very

different ways, each presenting a very different business environment

and requiring a very different response.

When natural disasters like hurricanes Harvey and Irma strike, they

affect an entire community. People band together to help each other

in the recovery, often with financial and physical assistance from

government agencies like FEMA, private charities and individuals

outside the affected area.

A data breach, on the other hand, is a very different kind of crisis.

While a data breach like at Equifax — which put the financial records

of 143 million Americans at risk 1 — also has a direct impact on the

larger community, the focus (and often the blame) falls squarely on

the organization. There are no charities or individuals who rush in

with funds and volunteer hours, and instead of FEMA helping you

recover, you get the Federal Trade Commission, Congress and state

attorneys general investigating you. 2

While the business environment is very different in these two

scenarios, they both have one thing in common: how your business

responds to each will have a lasting impact on how quickly your

business and reputation recover.

In this issue of The Current, we offer recommendations for managing

these two very different crisis scenarios.

“Recovering Water-Damaged Records After a Disaster”

(page 6) — Disasters, from hurricanes to secondary damage from

extinguishing fires, can involve extensive water damage to paper and

electronic records. What you do — and don’t do — will affect how

completely you can recover your business-critical records.

“Crisis Communication Strategies to Protect Your

Reputation After a Data Breach” (page 7) — A data breach

is a devastating event and can lead to reputational harm to your

business. But, with a properly managed response, you can restore

your reputation and earn back the trust of your clients

and community.

References

1. www.scmagazine.com/equifax-cso-cio-to-retire-post-breach/article/689209/ (accessed 9/18/2017)

2. money.cnn.com/2017/09/14/technology/business/ftc-equifax-breach/index.html (accessed 9/20/17)


FALL 2017

The Current | 3

Message From President & Chief Executive Officer Scott Diener

2017 has been an exciting and productive year for NORCAL. We introduced several bold

initiatives, generated growth and worked to strategically leverage our collective strengths.

We began the year with the acquisition of PPM Services, broadening our footprint and

growth as a top-tier national carrier. Through our collective efforts, NORCAL has become

the third largest writer of physician MPL, and seventh in total MPL.*

Our strong relationship with you, our agency partners, continues to be a fundamental part

of our strategic vision — combining a national footprint with local service and expertise.

We have dedicated significant time and effort to bring new and enhanced ways to support

you — from brand recognition campaigns, to standing up our Custom Accounts team and

enhancements to MyBOOK based on your feedback. We will continue to look for ways to

bring additional value to our partnership.

2017 was also a year of strengthening NORCAL’s foundation. We are realizing operational

efficiencies through the new National Operations Center and have implemented a formal

Customer Experience function to ensure that every interaction with NORCAL is consistent

and outstanding.

It was also a year when we all saw and felt the devastating effects of natural disasters in

Florida, Texas and California — communities where we have numerous policyholders,

agents and employees. We immediately extended payment deadlines for our insureds,

our employees joined several local relief efforts, and NORCAL donated a total of $50,000

to the Red Cross to support the many efforts to provide immediate relief and help prepare

for recovery.

Sincerely,

Scott Diener

President & Chief

Executive Officer

I am also very proud that NORCAL significantly expanded our philanthropic efforts in 2017

with the establishment of the NORCAL Group Foundation. The Foundation’s inaugural

application cycle closed just a few weeks ago and we are incredibly happy with the

response. We look forward to announcing the grants in early December and seeing the

impact in our local communities.

With the year nearing a close, we turn our focus to finishing strong and we look forward to

working with you to build on our successes. NORCAL is in an exceptionally strong position

as we look toward 2018 and beyond. I thank you very much for your partnership with us

and look forward to serving you and your clients for many years to come.

*Conning. “2011-2016 Property-Casualty Industry Market Share Rankings.”


4 | The Current FALL 2017

COMPANY UPDATE

Upcoming Renewals May Still Qualify

For Risk Management Discount

TOUCHPOINT

BADGE

Look for this badge throughout

the issue flagging great

opportunities to reach out to

your clients.

NORCAL offers several discount programs for your eligible clients. One of the most

popular ones is the 5% risk management discount, summarized here. Contact your underwriter for specifics on

NORCAL's discount programs, to determine eligibility for multiple discounts/rating programs, to confirm eligibility of

specific clients, and any other restrictions or requirements that may apply.

The risk management discount offers a premium discount to eligible health care professionals who participate in risk management learning

activities that promote and support quality patient care and help reduce the likelihood of error. Policyholders can receive their CME

discount for their upcoming renewal if they complete the CME requirements prior to their renewal date.

Eligibility Requirements:

●●

Insureds with shared or separate limits, and health care extenders that have separate limits, who participate in approved

coursework or activities, including:

»»

Earning 2 CME credits from NORCAL’s ACCME accredited CME program (go to norcal-group.com/cme for current offerings

and details)

»»

Serving on a hospital quality assurance committee or state or national medical specialty committee, serving as a hospital

department chair or chief of staff, or achieving recognition by the National Committee for Quality Assurance (NCQA) as a

Patient Centered Medical Home (PCMH)

●●

New business applicants and add-ons under certain conditions (contact your underwriter for details and state-specific requirements)

Eligibility and restrictions vary by state, medical specialty and other conditions. Contact your underwriter to determine eligibility for specific clients.

Key Personnel Moves Strengthen Operations and Business Development

RON RUMIN PROMOTED

TO SVP & CHIEF

OPERATING OFFICER

Ron now has leadership responsibility

for Claims and Underwriting while

retaining responsibility for Sales,

Marketing & Communications, Product

Development, and Risk Management.

This organizational change builds on

the success we’ve had and positions

us well for continued progress in 2018 and beyond by bringing

still greater collaboration and communication between all of our

key operational areas. Congratulations to Ron for this welldeserved

promotion.

JOHN PALMER JOINS

NORCAL AS DIRECTOR

OF PROGRAMS

John most recently served as SVP

of Business Development for Health

Care Risk Services Group where he

was responsible for designing and

implementing a national strategic

marketing plan focused on building

agency partnerships, program

management and client relationships to maximize revenue growth.

John also has tremendous experience in building key relationships

to produce successful long-term programs and market solutions to

better serve policyholders and key stakeholders.

In this new role for NORCAL, John is responsible for developing and

growing our program business and helping to coordinate changes

to PPM’s distribution model. John reports directly to VP of Sales &

Business Development Michael Roque. Welcome to the team John!


FALL 2017

The Current | 5

COMPANY UPDATE

The New NORCAL Knowledge Library: A Broad Spectrum of Resources

to Help Practices Thrive

We’re excited to announce to you the launch of the new NORCAL

Knowledge Library. Its goal is to build NORCAL brand awareness

and help you present NORCAL as a thought leader in the MPL

space offering helpful content on a broad spectrum of resources to

help your prospects and clients manage their practices and help their

practices thrive. All of this with no login or registration required so

all of your prospects and clients can take advantage. This growing

library includes insights from NORCAL experts on topics such as

cybersecurity, business administration, patient safety, closed claim

case studies, and much more.

NORCAL KNOWLEDGE LIBRARY BOOKMARK

This bookmark indicates that a physiciantargeted

version of an article is available at

norcal-group.com/library for sharing with

your clients and prospects.

We encourage you to share this with your prospects and clients as a sample of the resources and expertise available to policyholders.

Below is a small sample of what’s available to your prospects and clients at norcal-group.com/library.

CYBERSECURITY & THE DIGITAL PRACTICE:

●●

●●

●●

●●

●●

Employee Awareness Is Critical in Defending Against

Ransomware Attacks

Crisis Communication Strategies to Protect Your Reputation

After a Data Breach

3 Steps to Responding to Negative Online Comments

Reducing Risks when Texting in Your Medical Practice

Preventing HIPAA Data Breaches to Safeguard Your

Digital Practice

PRACTICE MANAGEMENT & BUSINESS

ADMINISTRATION:

●●

●●

●●

●●

●●

3 Questions to Ask Before Building Philanthropy Into

Your Practice

5 Bills in 2017 That Could Affect Medical Liability Law

Recovering Water-Damaged Records After a Disaster

Ensuring Continuity of Care When Retiring or Closing

a Practice

Taking the Fear out of Responding to Subpoenas for

Medical Records

PATIENT SAFETY & REDUCING RISKS:

●●

●●

●●

●●

●●

Online Self-Diagnosis: Strategies for Shared Decision-Making

and Communication

Recognizing the Signs of Physician Burnout

Communicating With Vaccine-Hesitant Parents

Reducing the Risks of Abandonment Claims

Managing the Risks of Treating Chronic Pain with Opioids

CLOSED CLAIM CASE STUDIES:

●●

●●

●●

●●

●●

Ethical Dilemmas With Disclosing Medical Errors

Cultural Bias of Physician Causes Communication Problems

and Poor Outcome

The Problem With EHR Workarounds

Patient Confidentiality: Understanding the Medical

Ethics Issues

Laser Tattoo Removal by a Family Practitioner Presents

Practice Drift Risks

New State Market:

TENNESSEE

NORCAL began offering its Health Care Professional policy in

Tennessee effective November 1. This is the latest in NORCAL’s

national expansion, which now reaches 39 states, including the

District of Columbia.

Office Closure

All NORCAL offices will be closed on the following dates:

December 25 & 26

January 1

February 19


6 | The Current FALL 2017

Recovering Water-Damaged Records After a Disaster

Whether it’s a hurricane, an earthquake or secondary damage from extinguishing a fire, many disasters

involve extensive water damage to paper and electronic records. How you handle recovery is critical to

ensuring the most complete recovery possible. Below are recommendations for what to do — and what

not to do — when preparing for disaster recovery.

PAPER RECORDS

Handle wet records as little as possible and do your best to prevent

them from molding. Mold starts to grow within 48 hours so it’s

important to take action as soon as possible. 1 Contact your general

liability/property insurer for recommendations and resources and

suggestions for a professional document drying or document

recovery vendor. Here are some initial actions you can take: 1

●●

●●

Reduce the temperature and humidity and increase the

circulation in the record storage area.

If a professional document drying company cannot be contacted

within 48 hours, place the records in a freezer.

DOCUMENT THE DAMAGE

Document the damage as best you can during your recovery

efforts, including:

●●

●●

●●

●●

Description of the event (date, severity, duration, etc.)

Descriptions of the damaged or destroyed records

Photographs or videos of the damage and copies of property

insurance claims documentation

Description of efforts to reconstruct the damaged or

destroyed records

ELECTRONIC DRIVES & DEVICES

Data can be recovered from water-damaged drives and devices;

however, the sooner you start on the data recovery, the greater the

likelihood of success: 2,3

●●

●●

●●

●●

Do not attempt to recover the data yourself.

Do not attempt to turn the drive/device on, which can make

things worse.

Do not rinse drives or devices in clean water.

Send the drive or device to a data recovery service and follow

their instructions for packing and handling.

»»

If the device is battery-powered, remove the batteries

(if possible) before shipping. Leftover charge in the

battery can increase corrosion.

An expanded version of this article focused on a physician audience is available in the NORCAL Knowledge Library to share with

your clients and prospects: norcal-group.com/library/recovering-water-damaged-records-after-a-disaster

References

1. archives.gov/preservation/conservation/flood-damage.html (accessed 9/22/2017)

2. archives.gov/files/preservation/records-emergency/pdf/electronic-media.pdf (accessed 9/14/2017)

3. drivesaversdatarecovery.com/2017/08/28/drivesavers-advice-for-hurricane-harvey-victims (accessed 9/14/2017)

---

Reference herein to any specific product, process, service or entity does not necessarily constitute or imply the endorsement, recommendation or favoring by

the NORCAL Group of companies.


FALL 2017

The Current | 7

Crisis Communication Strategies to Protect Your Reputation

After a Data Breach

A data breach is a devastating event and can lead to

reputational harm to your business. But, with a properly

managed response, you can restore your reputation and earn back

the trust of your clients and community. 1 It's an especially difficult

crisis to manage since it involves technical (and often legal) aspects

that you may have little formal knowledge of. The 2017 Equifax

data breach and the company’s widely criticized response is just

one example.

In a crisis like a data breach, your business will face several very

different challenges, each involving very different functions within

your organization, and often involving external organizations and

third-party partners. An effective response requires coordination

across your organization — security, legal, HR, IT, communications

and external partners. This is not the time for silos. 2

CRISIS COMMUNICATION LESSONS FROM THE

EQUIFAX BREACH

A data breach is not just a crisis for your business, it’s also a crisis

for the affected individuals and their families who had sensitive

details about their lives exposed that could potentially be used for

nefarious purposes in ways that negatively impact their personal

and financial lives. This principle should be the North Star that

guides your efforts. 2

Be Transparent

Be as transparent and as open as it is prudent to be and put your

organization’s leadership front and center. A siege mentality, where

you hunker down and close ranks, may be an instinctual reaction;

however, with your public reputation at risk, it’s not a wise one. 1

Be Cautious

Since details are likely to change as your investigation progresses,

be cautious about reporting hard information such as number of

records before the investigation is complete. Focus your initial messaging

on what’s being done to investigate the issue. 2

Be Helpful

In communicating with affected individuals, focus on how the

breach affects them and what you’re doing about it. 2 Avoid even

the hint of any strings attached to solutions you provide. 1

Be Proactive

In a crisis, your reputation will be made or unmade online, especially

on social media. 1 Have your communications team monitor both

social and traditional media platforms to help inform and guide your

ongoing response strategy. 2

An expanded version of this article focused on a physician audience is available in the NORCAL Knowledge Library to share

with your clients and prospects: norcal-group.com/library/crisis-communication-strategies-to-protect-your-reputationafter-a-data-breach

References

1. stratacomm.net/news-and-viewpoints/equifax-scores-failed-rating-crisis-communications/ (accessed 9/14/2017)

2. csoonline.com/article/3006218/leadership-management/what-security-leaders-need-to-know-about-breach-communication.html (accessed 9/14/2017)


8 | The Current FALL 2017

SALES & MARKETING RESOURCES

Help Your Clients Get the Most Out of NORCAL's Value-Added Services

NORCAL Mutual Flyers

Download digital copies of these resources in MyBOOK at norcal-group.com

to help demonstrate the value NORCAL offers your prospects and clients.

» Peace of Mind Overview

» 2017 Risk Solutions & CME Activities

» Billing Options

» MyNORCAL App

» Claims Management

» Information and Network Security & Administrative Defense

» General Liability

Special Reports

Overviews of important patient safety issues with recommendations from NORCAL’s Risk Management experts for reducing risk.

COMING

SOON!

Opioid Prescribing Best Practices to Increase Patient Safety

SPECIAL

REPORT

» Recognizing the Signs of Physician Burnout

» Communicating With Vaccine-Hesitant Parents

» Reducing the Risks of Abandonment Claims

» 4 Tips for Safeguarding Your Digital Practice

» 3 Steps to Responding to Negative Online Comments

» 4 Tips to Help Lower Medical Liability Risk

» 5 Tips to Help Lower Medical Texting Risk

» Reducing Liability Risks in Telemedicine

Reducing Liability Risks

in Telemedicine

Telemedicine is an emerging practice and the rising rate of adoption suggests its value. However, as with all

advances in medicine, physicians should carefully assess the risks and advantages of this new way of practice

before adopting it. The Risk Management experts at NORCAL Mutual discuss these advantages and identify

ways you can reduce your liability risks when incorporating telemedicine into your practice.

SPECIAL

REPORT

Communicating with

Vaccine-Hesitant Parents

While the number of people getting vaccinations for their children is relatively stable, 1 some parents and

guardians are hesitant about or refuse vaccines, or want to depart from the recommended schedule. Patient

safety and public health goals call for physicians to discuss vaccination with parents in order to facilitate wide

vaccine acceptance. In this special report, the Risk Management Specialists at NORCAL identify five vaccineattitude

types and the most helpful communication strategies for physicians to use for each.

4 Tips for Safeguarding

Your Digital Practice

The digital practice — the electronic storage, access, sharing and monitoring of health information — offers

increased convenience, improved patient care, and lower costs. 1 But this electronic access to medical records

also brings with it additional risk, including the risk of cyber attacks that could lead to data breaches, even for

small practices. 2 In this special report, we offer tips that can help you reduce the risk of a data breach that could

compromise confidential medical records and cause financial and professional harm to your practice.

SPECIAL

REPORT

Recognizing the Signs

of Physician Burnout

SPECIAL

REPORT

More than half of U.S. physicians report symptoms of burnout — a 25% increase from 2013 to 2017. 1 This is a

serious concern, because physician burnout can lead to patients suffering adverse events 2 or leave physicians

unable to express empathy and compassion with their patients. 3 In this special report, the Risk Management

Specialists at NORCAL help you identify the signs of physician burnout so you can address it before it harms

your practice.


FALL 2017

The Current | 9

RISK SOLUTIONS & CME

NORCAL One of the Top 100 Healthcare Webinars of 2017**

NORCAL’s Risk Management team offers live webinars on a variety of topics applicable to today’s healthcare practices in convenient online

and mobile formats. The webinars have become very popular with our policyholder audiences by offering the same valuable content as

in-person events without the need to travel and spend time away from their practices and homes. CME credit is often available, and many

of the events are open to non-NORCAL policyholders. As an additional benefit to policyholders, many of our live webinars are recorded for

later on-demand access and additional CME credit opportunities in MyACCOUNT.

NORCAL WEBINAR QUICK STATS

Consistent participants in our CME activities achieved a much more favorable

loss experience compared with insureds outside the study group.*

3,200

CME COMPLETIONS VIA WEBINARS †

TOP 100

HEALTHCARE WEBINARS OF 2017**

"Managing Challenging Patient

Encounters: Strategies to

Minimize Risk"

MOST POPULAR TOPICS

1. Managing Challenging Patient Encounters: Strategies to Minimize Risk

2. Pain Management & Opioid Prescribing: Managing the Risks

3. Cultural Competency and Making Patients Safer Through Understanding

89%

Attendees rating the webinars Very Applicable

or Applicable to their medical practices †

Very Applicable: † 55% | Applicable: † 34%

70%

33%

Average webinar

attendance increase †

Attendees attending

two or more webinars †

Which of your clients would value exemplary risk management CME webinar events? Please visit the Risk & CME Events web page at

norcal-group.com/cme or call to discuss upcoming opportunities with a Risk Management Specialist at 855.882.3412.

* As reported in the Fall 2016 issue of The Current. Based on the cumulative closed claims of physician learners who consistently participated in NORCAL

Mutual’s CME activities over five consecutive years compared with those of insureds outside the study group.

† Calendar year 2016 through September 2017. "* Among healthcare webinars on the GoToWebinar platform


10 | The Current FALL 2017

WHAT'S TRENDING

From the NORCAL Twitter Feed: Marketplace News You Can Use

Follow NORCAL Mutual on

Twitter and LinkedIn for relevant

MPLI and Healthcare industry news.*

On Opioids, Physicians Have

Opportunities for Good, Says NAM

http://ow.ly/TNiF30fuKRX via @Medscape

Approx. 85 M Americans have

hypertension with one out of

six unaware they have high

#BP. #hypertension

spr.ly/60148NtXG via @AmerMedicalAssn

Study: Intimidated patients may

act like hostages

ow.ly/lTW030eXPpj via @Reuters

Medical records are valued at 20

to 50 times more than financial

identities on the black market

ow.ly/EReq30f4MXn via @HealthITNews

Stark Relief may be on the

way for Physicians

ow.ly/mxhR30ffyF8 via @bloombergbna

How to protect your practice

when data breach hits a partner

ow.ly/NrGN30aUMpL via @MedEconomics

Work-life balance for physicians:

The what, the why, and the how |

4 Tips

ow.ly/slVT30dVrAg via @mnt

Ohio High Court Says Apology

Expressing Fault Can't Be Used

in Lawsuits

ow.ly/yTS030f7RtT via @usnews

For more stories like this and news about NORCAL and the healthcare industry, follow us online: @norcalmutual NORCAL Mutual

* The views stated in headings and quoted excerpts on this page do not necessarily reflect those of NORCAL Mutual or its subsidiaries.


FALL 2017

The Current | 11

BUSINESS DEVELOPMENT SALES (BD) TEAM TERRITORIES // REGIONS

WESTERN REGION

WESTERN TERRITORY

Noël Murata

Direct: 415.735.2008

Mobile: 208.985.6120

nmurata@norcal-group.com

AK, OR, UT, WA

Ed Gomez

Direct: 415.735.2165

Mobile: 650.201.4567

egomez@norcal-group.com

Northern CA, NV

Belinda Ramon

Direct: 626.397.1507

Mobile: 818.468.3395

bramon@norcal-group.com

AZ, Southern CA

Ken Beck

Direct: 415.735.2621

Mobile: 818.645.9582

kbeck@norcal-group.com

CA

CENTRAL REGION

CENTRAL TERRITORY

Stephanie Bush, BD Manager

Mobile: 512.761.1051

sbush@norcal-group.com

Patrick Flanagan

Direct: 512.879.5144

Mobile: 512.201.3033

pflanagan@norcal-group.com

AR, CO, LA, OK, TX

Laurie Bush

Mobile: 717.796.5558

lbush@norcal-group.com

IA, KS, KY, MN, MO, NE, TN

Lisa Burello

Direct: 717.796.5478

Mobile: 717.514.4605

lburello@norcal-group.com

IL, IN, MI, OH, WV

NATIONAL

Amy Hieatt, Director of

Business Development

Direct: 512.879.5149

Mobile: 602.329.1988

ahieatt@norcal-group.com

John Flanagan, Manager

(Custom/E&S)

Direct: 312.646.2166

Mobile: 512.590.2503

jflanagan@norcal-group.com

EASTERN REGION

NORTHEAST TERRITORY

Harry Reissman, BD Manager

Mobile: 512.289.2237

hreissman@norcal-group.com

Shaun Fisher

Direct: 717.796.5476

Mobile: 717.318.2072

sfisher@norcal-group.com

DC, DE, MD, NJ, PA

Lori Sunday

Mobile: 717.796.5601

lsunday@norcal-group.com

CT, DC, DE, MD, NJ, PA, RI

SOUTHEAST TERRITORY

Dennis Wilson, BD Manager

Mobile: 904.699.0002

dwilson@norcal-group.com

FL

Greg Lucas

Mobile: 919.802.3777

glucas@norcal-group.com

AL, FL, GA, MS, NC, SC, VA, WI

WA

WA

OR

OR

CA

CA

NV

NV

ID

ID

UT

UT

AZ

AZ

MT

MT

WY

WY

CO

CO

NM

NM

ND

ND

SD

SD

NE

NE

KS

KS

OK

OK

TX

TX

MN

MN

IA

IA

MO

MO

AR

AR

LA

LA

WI

WI

IL

IL

MS

MS

ME

ME

VT

VT

NH

NY

NH

MA

MI

NY MA

CT RI

MI

CT RI

PA

PA NJ

OH

MD NJ

IN OH

DE

MD

IN

WV

DE

WV VA DC

KY

VA DC

KY

NC

TN

NC

TN

SC

AL GA

SC

AL GA

UNDERWRITTEN BY

CA UNDERWRITTEN REGIONAL OFFICE BY

CA REGIONAL OFFICE

Central Territory

Central Territory

Northeast Territory

Northeast Territory

Western Territory

Western Territory

Southeast Territory

Southeast Territory

Not Currently Active

Not Currently Active

UNDERWRITTEN BY

PA UNDERWRITTEN REGIONAL OFFICE BY

PA REGIONAL OFFICE

AK

AK

HI

HI

FL

FL

UNDERWRITTEN BY

TX UNDERWRITTEN REGIONAL OFFICE BY

TX REGIONAL OFFICE

UNDERWRITTEN BY

FL REGIONAL UNDERWRITTEN OFFICEBY

FL REGIONAL OFFICE

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