JOURNAL Carolina Agents 2015 Issue II - IIANC

2015 Issue II

JOURNALCarolina Agents

CONTENTS2015 Issue II Volume 47, No. 2

Commissioner’s CornerOppose New Tax on Car Insurance

Recap: InsurEXPO15

The Drones Are Coming... But, They May Not Be InsuredBy: Stuart Powell

Recap: Big “I” Legislative Conference

IIANC Chairman Scott Evans Wins National Bernard J. Burns Award

The Definitive Guide to Disaster PlanningBy: Agility Recovery Solutions

Registration Now Open!Don’t Miss the 118th Annual Convention

Measure the Right Things: Ways to Better Serve Team MembersBy: Matt Tenney

Jeanne Hess & Janet Miller Celebrate 20 Years at IIANC

Donate to PAC Today

What’s Hot in IIANC Education

Congratulations New Designees

Member News

7

813

24

25

26

30

33

37

39414345

It’s Time to ACT NowBy: George Robertson

Keep Calm and Blog OnBy: Jason Peacock

2015 Joint Young Agents Conference

151821

Carolina Agents Journal is published by and in the interests of the Independent Insurance Agents of North Carolina, Inc. (IIANC) four times a year.

Editor & Advertising Manager, Rena [email protected]

Insurance company personnel, vendors and other industry-related vendors may subscribe to IIANC mailings, including the Carolina Agents Journal by becoming Associate Members of IIANC. Contact IIANC for more information on membership. IIANC member agencies may receive additional copies by subscription. Statements of fact and opinion in the Carolina Agents Journal are the responsibility of the authors alone and do not imply an opinion on the part of the officers, staff or members of IIANC. The publisher does not assume responsibility for claims made by advertisers in the magazine. Participation in IIANC events, activities and/or publications is available on a non-discriminatory basis and does not reflect IIANC endorsements of the products and/or services. Articles and information published in this magazine may not be reproduced without written consent of IIANC. Bulk rate U.S. postage paid at Raleigh, NC.

Editorial and advertising offices located at: 101 Weston Oaks Ct, Cary, NC 27513 • Phone: 800-849-6556 • Email: [email protected] • Internet: www.iianc.com

A NAME THAT BUILDS RELATIONSHIPS

At Risk Placement Services (RPS), we are committed to building relationships one retail

partner at a time. Our stewardship begins by providing you access to the finest markets

and top producers in the industry and providing customized solutions to meet your needs

by designing, negotiating and tailoring individual risks that help you succeed. It’s a

partnership you can count on!

To learn more contact Ron Smedley 866.750.2032 or email at [email protected].

www.RPSins.com

YOUNG AGENTS

JULY 30 - AUGUST 2, 2015ASHEVILLE, NORTH CAROLINA

CONFERENCE

This page’s photo and the front cover photo are courtesy of Zen Tubing.

Scott Evans Shallotte • [email protected] Mozingo, MBA Fayetteville • [email protected] Vogedes, III, CPCU AAI Edenton • [email protected] Haney, CPCU ARM Charlotte • [email protected] Salmon Raleigh • [email protected] Snipes, CIC Dunn • [email protected]

Monty Ross, CIC AAI Kitty Hawk • [email protected] Jones Roxboro • [email protected] Whitehurst, CIC AAI CWCA Wake Forest • [email protected] Chalk, LUTCF Morehead City • [email protected] Chadwick, III Wilmington • [email protected] Rice, CIC LUTCF CBIA Fayetteville • [email protected] Rouse, CPCU ARM Lexington • [email protected] Tedder, Jr., CPCU CIC CRM CBIA AU AIS Charlotte • [email protected] Williams, CPCU CIC CRM DAE CBIA CRIS CPIW Newton • [email protected] Gilbert Fletcher • [email protected] Heckle, AAI Matthews • [email protected] Clemmons Supply • [email protected]

ChairmanChair-ElectSecretaryTreasurerImmediate Past ChairNational Director

District 1District 2District 3District 4District 5District 6District 7District 8District 9District 10At LargeAt Large

OFFICERS

DIRECTORS

STAFF

FCCIFirst Benefits Insurance Mutual, Inc.Guard Insurance GroupThe Harford Mutual Ins. CompaniesInterstate Insurance ManagementIroquois SouthJackson Sumner & Associates

AmerisafeAmTrust North AmericaApplied UnderwritersAtlantic Specialty LinesBuilders Mutual Insurance CompanyBurns and WilcoxEMC Insurance

36402840223410

4214IBC205612

J.M. WilsonJohnson & JohnsonLighthouse Property Insurance Corp.MJ Kelly CompanyRPS RollinsSummitUPC Insurance

42OBC3636IFC2844

ALPHABETICAL INDEX OF ADVERTISERS

IIANC STAFFChief Executive OfficerAubie W. Knight, CIC CRM • [email protected]

Vice PresidentStuart Powell, CPCU CIC CLU ARM ChFC AMIM AAI ARe CRIS • [email protected]

Vice President of Education & CurriculumLuAnn Wooters, CISR AAI • [email protected]

Vice President of Finance & OperationsRoyce Henderson, CGA • [email protected]

Vice President of Insurance Operations & Technical AffairsSharon Koches, CPCU RPLU AAI AU ITP • [email protected]

Vice President of Member ServicesNatalie Simpson • [email protected]

Accounting CoordinatorJanet Miller • [email protected]

Administrative AssistantJill Turner • [email protected]

Education CoordinatorTrisha Knott • [email protected]

Education CoordinatorJulie Simser • [email protected]

Education & Events RegistrarJanice Szewczyk • [email protected]

Senior E&O and Special Account ExecutiveDenise Miller, CISR • [email protected]

E&O and Special Account ExecutiveGina Stallings, CISR • [email protected]

Events & Member Programs ManagerAllyson Knott • [email protected]

Group Products Account ExecutiveJeanne Hess, CPIW CISR DAE AAI AIS • [email protected]

Member Communications CoordinatorRena Todd • [email protected]

Membership CoordinatorJill Lewis • [email protected]

Technology & Automation ConsultantGeorge Robertson • [email protected]

NCAIA STAFFChief Executive OfficerAubie W. Knight, CIC CRM • [email protected]

Vice PresidentStuart Powell, CPCU CIC CLU ARM ChFC AMIM AAI ARe CRIS • [email protected]

Vice President of Insurance Operations & Technical AffairsSharon Koches, CPCU RPLU AAI AU ITP • [email protected]

Director of University Relations and Special ProjectsBruce Mallette, Ed.D. • [email protected]

Account ExecutiveBarbra Abrahams, CISR CSRM CPIW • [email protected]

Accounting ManagerDiane Baldwin, MBA CPA • [email protected]

Account ExecutiveJeanne Hess, CPIW CISR DAE AAI AIS • [email protected]

Senior Account Executive and Database ManagerKaren Kerr, CISR CPIW AAI • [email protected]

Senior Account Executive and Assistant Agency ManagerLisa Weatherly, CISR CPIW • [email protected]

ExpErtisE you can lEvEragE. it,s that simplE.

For over thirty years, Builders Mutual has been working hard to make your job easier. Agent tools like BOB 2.0 allow you to issue and service policies online with ease. When you’re quoting residential, commercial and trade contractors, the insurance choice is simple.

Stay connected. buildersmutual.com

Carolina Agents Journal - 2015 Issue II 7

CONSTRUCTION

Build your commercial property business with Burns & Wilcox.

Building restoration projects are a complex business with multiple risks. This presents multiple opportunities for you if you partner with Burns & Wilcox. From builder’s risk, to the contractors and architects doing the work, we have solutions for every exposure related to any project. Find the structure you need to capitalize on this opportunity. Work with the global leader in wholesale insurance – Burns & Wilcox.

Commercial | Professional | Personal | Brokerage | Binding | Risk Management Services

Morehead City, North Carolina | 252.726.8992toll free 800.498.1600 | fax 252.726.9484 moreheadcity.burnsandwilcox.com

Prevent construction projects from becoming a risky venture with Burns & Wilcox.

Charlotte, North Carolina | 704.525.1152toll free 800.999.3434 | fax 704.525.7399 charlotte.burnsandwilcox.com

Myrtle Beach, South Carolina | 800.849.3271fax 843.651.6040 myrtlebeach.burnsandwilcox.com

37249 Burns bldg restoration Carolina Agents APPROVED.indd 1 3/17/15 2:34 PM

The North Carolina General Assembly is back in Raleigh, and, as always, my staff at the Department of Insurance and I are keeping a close watch on any legislation that may impact our insurance markets and consumers, positively or negatively.

Currently, there is a proposal that is particularly troubling—the creation of a new tax on automobile insurance premiums in North Carolina. As Insurance Commissioner, I must voice my strong opposition to that provision. The car insurance tax was introduced as part of a larger bill calling to reestablish North Carolina as “The Good Roads State” that proposes avenues by which to generate funds for road construction projects.

I fear that in attempting to reclaim the moniker of the Good Roads State, we will sacrifice our position as the Great Car Insurance State. North Carolina is consistently ranked as having among the lowest car insurance costs in the country. A recent study by InsuranceQuotes.com and Quadrant Information Services found that North Carolinians have the lowest car insurance rates in the nation. A tax, like the one proposed in House Bill 927, would change that.

It would mean a 6.5 percent or higher increase would be passed on to drivers, regardless of their driving records and regardless of how much or how little they drive. North Carolina personal and commercial auto insurance policyholders would collectively pay more than $400 million more for insurance. It would amount to the highest approved across-the-board increase in car insurance in North Carolina in 30 years. The higher costs would not be based on an actuarial justification

or increased hazards of driving on our roads—it’s a tax, plain and simple.

Additionally, such a tax on car insurance premiums would have a devastating effect on our overall auto insurance market. A new tax, based on my consultations with the Department of Insurance legal and accounting experts, will trigger retaliatory taxes by other states against insurance companies located here in North Carolina. It would add tens of millions of dollars of expenses per domestic insurance company per year, ultimately causing even higher insurance premiums for drivers, and likely resulting in driving car insurance company offices and jobs out of our state.

At a recent House Transportation Committee meeting, we were left with the impression that the car insurance tax provision may be eliminated or revised. I will remain opposed to any such car insurance tax, whether it stays in the Good Roads bill or appears in another piece of legislation, and I encourage you to join me in this effort. The tax is a bad idea and not the way to solve the state’s need to fund road construction and repairs.

WAYNE GOODWIN

NC Commissioner of Insurance

COMMISSIONER’S CORNEROPPOSE NEW TAX ON CAR INSURANCE

VISIT WWW.BIGIGOLFNC.COM FOR DETAILS

KNOW A JUNIOR GOLFER?MARK YOUR CALENDARS! REGISTRATION IS NOW OPEN!

SIX REGIONAL QUALIFYING TOURNAMENT LOCATIONS THROUGHOUT N.C. IN JUNE TO CHOOSE FROM

@WayneGoodwinNC

8 Carolina Agents Journal - 2015 Issue II Carolina Agents Journal - 2015 Issue II 9

A little bad weather can’t stop us! After being rescheduled due to winter weather, attendees thoroughly enjoyed the new April dates for InsurEXPO15. The event was a huge success and drew nearly 500 independent agents, company representatives, and students for learning and networking. If you were not able to attend, be sure to visit our website to view videos of several of the sessions from the event. Make sure you mark your calendar for InsurEXPO16, scheduled for February 25-26, 2016 at the Sheraton Imperial Hotel in RTP!

iEEXPOinsur15

SHERATON IMPERIAL ∙ RTP, NC ∙ APRIL 8-9

Aubie Knight Neil Annas, LuAnn Wooters, Royce Henderson and Charlotte Crockett

The Networking Hall was full of great exhibitors!

Joni Locklear and Juanita Steffey Sydney Roe and Kim Nguyen

It’s a packed house for Aubie’s opening session

Andy Houston and Tracy NelsonJeff Graham


IIANC RECOGNIZED AS A FOUNDING STRATEGIC PARTNER FOR APPSTATEDuring the second day of InsurEXPO15, Greg Langdon, Assistant Director of the Brantley Risk & Insurance Center, formally recognized IIANC as the “Founding Strategic Partner” of the Appalachian State Risk Management academic program. Langdon presented IIANC CEO Aubie Knight and members of the IIANC Board of Directors a sculpture commemorating the announcement and recognizing the more than 25 years of support between the Big “I” and AppState. IIANC Chairman Scott Evans said, “we look forward to many more years in partnership with our friends from Appalachian State.”

Cindy Presnell and Joseph BeckScott Crocker and Brian Smith

Stuart Powell Sydney Jamison leads a lively roundtable discussion

Carolina Agents Journal - 2015 Issue II 13YOUR NEAREST BRANCH OFFICE: www.emcins.com

© Copyright Employers Mutual Casualty Company 2015. All rights reserved.Charlotte Branch: 800.333.3622 | Home Office: Des Moines, IA

EMC’s Commercial Policyholder Access saves your clients time by providing online information about their EMC policies, reducing the amount of time you spend answering routine questions. That means more time for selling and servicing clients. Count on EMC® to help you make the most of your time. Ask your EMC marketing representative how to sign up your clients for Commercial Policyholder Access.

PAULA HUTCHINSON Senior Marketing Representative

SAVE YOUR CLIENTS TIMEAND MAXIMIZE YOUR TIME, TOO.

YOU’VE GOT QUESTIONS... WE’VE GOT ANSWERS

ISO has now published the new CGL endorsements for drones. The following is a brief summary of the new endorsements. In developing these endorsements, ISO establishes a definition for unmanned aircraft.

‘“Unmanned aircraft” means an aircraft that is not:1. Designed;2. Manufactured; or3. Modified after manufacture; to be controlled directly by a

person from within or on the aircraft.

This new definition is used consistently throughout each of these new endorsements. Exclusion – Unmanned Aircraft (CG 21 09)This endorsement excludes coverage from the ownership, maintenance, use or entrustment to others of any “unmanned aircraft” under Coverages A – Bodily Injury and Property Damage Liability and Coverage B Personal and Advertising Injury Liability. The endorsement represents a reduction in existing coverage to the extent that the standard aircraft exclusion provided exceptions to the exclusion (therefore coverage) in two respects.

1. Bodily injury and property damages from aircraft not owned, operated, rented to or loaned to any insured are exceptions to the exclusion.

2. Liability assumed in an “insured contract” for the ownership, maintenance, or use of an “unmanned aircraft” is an exception to the exclusion.

These exceptions to the aircraft exclusion do not apply as exceptions to the new endorsement excluding “unmanned aircraft.”

Exclusion – Unmanned Aircraft (Coverage A Only) (CG 21 10) and Exclusion – Unmanned Aircraft (Coverage B Only) CG 21 11) basically do what the title says. CG 21 10 applies the exclusion only to Coverage A – Bodily Injury and Property Damage Liability. Whereas CG 21 11 applies the exclusion only to Coverage B – Personal Injury and Advertising Injury Liability. However, under CG 21 11, the endorsement would not result in a reduction of coverage from the use of another’s advertising idea in your advertisement or to infringing upon another’s copyright, trade dress or slogan in your advertisement.

Limited Coverage For Designated Unmanned Aircraft (CG 24 50)This endorsement incorporates the exclusionary language from CG 21 09 for both Coverage A and Coverage B, but adds an exception to the exclusion (therefore coverage) for “unmanned aircraft” if the “unmanned aircraft” is scheduled on the endorsement but only for the

operation(s) that is described on the endorsement. The endorsement represents a reduction in coverage to the extent that the standard aircraft exclusion provided exceptions to the exclusion (therefore coverage) in two respects.

1. Bodily injury and property damages from aircraft not owned, operated, rented to or loaned to any insured are exceptions to the exclusion.

2. Liability assumed in an “insured contract” for the ownership, maintenance, or use of an “unmanned aircraft” that are:

• Not scheduled on the endorsement; or

• Scheduled “unmanned aircraft” used in unscheduled operations.

These reductions in coverage apply to both Coverage A and Coverage B.

This endorsement may include an aggregate limit on the Unmanned Aircraft Liability which is subject to the General Aggregate Limits or the Products-Completed Operations Aggregate Limit. The Unmanned Aircraft Liability Limit applies only if an amount is shown in the schedule on the endorsement.

Limited Coverage For Designated Unmanned Aircraft (Coverage A Only) (CG 24 51) and Limited Coverage For Designated Unmanned Aircraft (Coverage) (CG 24 52) each function to apply the limited coverage buy back to Coverage A or Coverage B, exclusively.

Exclusion – Unmanned Aircraft (CG 29 60)This endorsement is a complete and absolute exclusion for the ownership, operation, use or entrustment to others of any “unmanned aircraft.” There are no exceptions to the exclusion under this endorsement.

You can rely on IIANC’s knowledgeable and experienced staff to provide information and answer questions relating to many technical insurance issues, including coverages, forms, regulations, and statutes. Catch Stuart at the 2015 Joint Young Agents Conference in Asheville, where he will be leading an exciting session about the implications of Uber.

THE DRONES ARE COMING... BUT, THEY MAY NOT BE INSURED

YOUNG AGENTSCONFERENCE







STUART POWELLCPCU, CIC, CLU, ARM, CHFC, AMIM, AAI, ARE, CRIS

Vice PresidentIIANC

@[email protected]


A.M. Best rating of “A”(Excellent) FSC “XII”

Connect with us

I AmTrusted

Get started with an application at amtrustnorthamerica.comor call 877.528.7878 for more information.

Join our unmatched team of independent agents offering workers’ comp and commercial lines insurance, including:

• Small-Business, Multi-Line Coverage

• 6th Largest National Workers’ Comp Provider

• A.M. Best rating of “A” (Excellent)FSC “XII”








ACT NOWit’s time to

by:george robertson

IIABA’s Agents Council for Technology (ACT) is going strong. For those who may not know about ACT, it was established in 1997 under the leadership of Jeff Yates. As the IIABA noticed the continuing need for advancing the use of technology, best practices, and improving processes to better serve our clients, ACT was formed. Since then, carriers, brokers, technology vendors, industry associations, and agents have collaborated to enhance the use of technology and improve workflows within the Independent Agency System. ACT consists of volunteer workers who have dedicated their time and service for the improvement of technology and best practice initiatives. Since its inception, ACT has worked on Carrier Download, Real Time, Carrier-Agent Technology Agreement Recommendations, Electronic Signature, SignOn Once, and other matters that face the distribution channel.

In January 2014, Ron Berg was announced as the new Executive Director of ACT. Ron comes to this position with a wealth of knowledge and more than 20 years of experience working for a large carrier. “ACT is vital to the technological direction and pace of our distribution channel, especially in delivering the interactive experience that consumers and our customers expect. ACT brings together all the key partners in our industry to drive consensus and accelerate improvements to agent and broker work flows. Much like our customers having independent agents as trusted advisors, ACT benefits from the passionate work of our carrier, agency, vendor, user group, and association volunteers,” Ron said. Under Ron’s leadership, ACT continues to focus on improving the Independent Agency Distribution System by collaborating with industry leadership and using new technologies.

ACT has several work groups that facilitate discussion on many of the industries’ issues. As the work group determines a potential need, they create additional work groups to expedite discussion and resolution on a variety of topics. Here is a list of current ACT work groups and campaigns:

• Strategic Future Issues Work Group - This group focuses on understanding the key ‘hard trends’, and informing/directing focus areas for other ACT Work Groups, as well as other industry associations. Think of this group as the ‘beacon’ for ACT in understanding which tech trends are going to impact our distribution channel.

• Customer Experience Work Group - Creating a roadmap to better understand the touch points in a customer’s insurance journey.

• Security Issues Work Group - Focusing on the security issues that face our industry including data encryption, security plans, data breach laws, mobile devices, and many others.

• Communications Work Group - Reviewing the internal and external communications plan to deliver the right message to agents, carriers and vendors.

• Policy Delivery Work Group - Focusing on electronic delivery of policies to agents and insureds.

• Single Sign-on and ID Federation - Working to minimize the ID/password impact and the risk to agent workflows.

• Real Time / Download Campaign - Supporting the implementation of Real Time and download to better improve carrier/agent efficiencies.

article continued on page 17









Each of these Work Groups plays a significant role in helping to improve our distribution channel. This year, ACT will continue work on eSignature and Commercial Lines Comparative Rating.

Customer Experience Work Group

Claudia McClain, President of McClain Insurance Services, and Judy DeLaRosa, Vice President of Online Platforms and Solutions Manager of Chubb Insurance, both Co-Chaired the Customer Experience Work Group. “With the advent of smartphones and mobile devices, consumers have changed their methods for evaluating and purchasing insurance products. We wanted to be able to give agents recommendations for improving the customer insurance journey and helping them to retain and write new business,” Claudia said.

Judy echoed her thoughts on the customer journey stating, “consumers’ behaviors and expectations, particularly in relation to how they engage with us, will continue to change, especially in the digital environment. The bar by which we are measured is not established by us, but rather is set and continually raised by the many other industries that consumers engage with. Companies that score well understand the consumer’s journey and have a customer-obsessed approach and culture. What we need to do now is truly understand today’s consumer’s journey and fuse that understanding with our obsession to optimize their experience.” With those thoughts in mind, the group focused on the six phases of the consumer journey: Discover, Evaluate, Purchase, Experience, Renew/Leave and Advocacy Choice.

What emerged from this in-depth study was a document that gives agents suggestions and resources for improving the overall customer journey. One of the main findings was that consumers are seeking ease of use and relationships. As independent agents, we have always valued the customer relationship and focused on being that trusted advisor. We must improve our methods of establishing and engaging our clients during life changes. “We have to invest in the technology and system design to deliver the WOW experience throughout the policy period,” stated Claudia. With the development of this document, ACT is giving agencies the information they need to begin to provide this improved experience. “While this document is focused on the technology-related touch points, today’s journey is an omnichannel one so it is important we understand how and when consumers engage digitally and non-digitally throughout their journey, and use that information to create a connected experience across all interactions,” stated Judy.

One of the recommendations by the work group was to make sure agency websites are compatible with any device, including mobile. This was validated just this past month by Google announcing they will now begin to use mobile-friendly websites as a criteria for ranking.

Download a copy of the ACT-Consumer Insurance Journey Recommendations document by visiting www.iiaba.net/ACT.

Want more information? Attend a special ACT webinar on June 22nd. Turn to page 43 for details!

Security Issues Work Group

Steve Aronson, President of Aronson Insurance Agency and Chair of the Security Issues Work Group, has been tasked with educating and communicating the importance of securing Personal Identifiable Information (PII). With the recent focus on data breaches and the establishment of data breach notification laws in 47 of the United States including the District of Columbia, Puerto Rico and the Virgin Islands, educating our industry and helping agents, carriers, vendors and associations to understand the importance of securing PII has become a necessity. Steve led the group to develop a pocket guide to help agents begin to implement security measures to protect PII and help prevent a potential data breach.

Along with the security pocket guide, Steve and his workgroup have created several webinars and panel discussions to help promote the importance of data security. During the recent ACT meeting in Tampa, FL, Paul Viollis Sr., Ph.D., CEO at Risk Control Strategies, spoke on protecting our greatest assets: our clients and their data. Not only is ACT reaching out to insurance industry experts, they are also looking to other industries that can contribute to the overall knowledge and improvement of our distribution system.

This pocket guide is expected to be added to the ACT website’s ‘Security & Privacy’ webpage in June.

You should ACT Now! Join the team!

Become a Member of the ACT Team - Sign up to attend one of the three meetings held throughout the year. For IIABA agent members, membership is free - all you have to do is register on the ACT website (www.iiaba.net/ACT) by clicking on the Events tab.

Volunteer to Join a Work Group - Reach out to me or email Ron Berg at [email protected] to discuss a specific Work Group where you feel you can make a contribution. ACT is always looking for additional members and fresh thinkers that will progress our industry.

The ‘ACT News’ eNewsletter - One of the easiest ways to follow ACT is to sign up for the monthly newsletter. To sign up, just go to the ACT website and click on the ACT Newsletter button on the left hand side of the screen.

Join the ACT LinkedIn Group - Contribute to the many posts centered around the issues our industry faces. Most recently, posts have been made on Cyber Extortion, Google Compare, Customer Experience, Email Encryption and many others.

George Robertson is the Automation and Technology Consultant at IIANC.

Don’t miss George at this year’s Joint Young Agents Conference in Asheville, where he will be leading a session about the top efficiency tools for your agency!

CAJ

@[email protected]


RENAISSANCE ASHEVILLE

NEW THIS YEAR: OPTIONAL ACTIVITIES:FRIDAY: ZEN TUBING

SATURDAY: LAZOOM COMEDY TOUR

THE TOP REASONS YOU SHOULDATTEND THE YOUNG AGENTS CONFERENCE

KEYNOTE SPEAKER:

Knuckle Sandwich: Knocking Out the Top 10

Enemies of Success

JASON PEACOCK

10

10

1

4 3 2

89

7 6 5

You have enemies. We’re talking about the enemies that are preventing you from becoming the you, you are meant to be. These enemies include complacency, confusion, distractions, and fear, among many others. In this dynamic presentation, we will identify, expose and eliminate the top ten enemies that are keeping you from a life of success and more importantly, significance. Are you up for the challenge?

Jason Peacock entered the world of sales at the age of 18. Since then, he has been involved in all aspects of sales and business ownership. At the age of 22, he decided to take an adventure and push himself by moving across the country to a town where he didn’t know a soul. He started his own business and bootstrapped it to profitability from day one. For the past 16 years, he has been an independent insurance agent focused on providing risk management to leading companies throughout the Southeast. He is a founding partner of IOA in Gainesville, GA. In under 10 years, IOA Gainesville has grown from one employee and zero in sales to 25 employees and over $20 million in annual sales. Currently, Jason serves on the IOA National Advisory Council. IOA is the 8th largest Privately Held Insurance Agency in the United States. A dynamic speaker and coach, Jason’s passion is to help others achieve their goals and reach their potential. His personal motto is: “a rising tide lifts all boats.”

Starting from a super-convenient location, the river route can’t be beat! It’s the perfect tubing length: 2.5-3 hours, depending on water level and weather conditions. This location floats you past some of Asheville’s finest breweries, the vibrant River Arts District and finishes upstream from the Bywater! You’ll be floating the route in the cushiest, comfiest tubes to ever ride the river with their built-in back rests, closed bottoms and ability to hook together for groups and families. There’s even a special cooler for your tube!

Asheville is widely known as a unique, lovely, giddy little city. There’s never been anything quite like it, and there’s never been anything anywhere like the multiple award-winning LaZoom Comedy Tours! Asheville and LaZoom were made for each other! There’s no better way than riding with LaZoom and its wild guides to discover Asheville’s living, beating heart and quirky sense of humor! LaZoom is beloved by locals and visitors alike. Get on the bus for the ride of your life!

Learn what it takes to become an industry heavyweight during the Legendary Agents Panel discussion

Continue networking and relaxing during our awesome, optional group activities (see next page for details)

Exciting breakout sessions featuring topics like: The Top Traits

of Top Producers, Industry Implications of Uber and Top Efficiency Tools for Your Agency

Bring your family! Enjoy a cool, summer mountain

vacation at a low rate at the amazing Renaissance Asheville Hotel in Downtown Asheville

Meet fellow Young Agents from across the Carolinas

We’ll close the Conference with a bang! Saturday night’s reception and dinner will feature entertainment from Nitrograss, an awesome bluegrass band, as well as delicious Southern BBQ!

Network with company representatives in a relaxed and engaging environment

All agents will receive a complimentary copy of keynote speaker Jason Peacock’s book “Knuckle Sandwich”

Learn from informative sessions... AT THE MOUNTAINS!

Music, breweries, shopping & more... it’s all outside the hotel’s door!

• Located in the heart of Downtown, close to local attractions, including breweries, museums and outdoor activities

• This premier Asheville hotel is nestled in the beautiful Great Smoky Mountains

• Enjoy delicious dining at the hotel’s farm-to-table restaurant, The Writer’s Bistro

• Sparkling saline indoor pool and jacuzzi• New fitness center open 24 hours/day

Carolina Agents Journal - 2015 Issue II 21800.368.2095 | atlanticspecial.com

ATLANTIC SPECIALTY LINES

At Atlantic Specialty Lines, we feel the best coverage decision for your customer begins with having the best information about the products available. That’s why we’re committed to providing you with the tools, support and knowledge you need to make the right decision and close on the account.

Experience the A-way — Attitude. Assistance. Adaptability.

Expanding your business starts with expanding

your knowledge.

ASL_8.5x11_r3.indd 2 3/17/15 11:33 AM








I remember my first day in the insurance business like it was yesterday. It was March 2, 1998. I can even tell you what I was wearing. I wore a navy pin striped suit, crisp white shirt and yellow paisley tie. I looked like an IBM recruit from the 1980’s! It was my first “real job.” I strode into the office carrying a brief case, whistling of course. What was in the briefcase you ask? Nothing, but it looked really cool. I made my way into the break room where the other agents were drinking coffee, reading the paper and discussing local sports and politics. I grabbed a cup of really bad coffee and made my way back to my office. My office. I had never had my own office so to me, it was a big deal.

I sat down, straightened up the stray paperclips and loose papers on my desk, adjusted my tie and waited for what was next. The phone rang! It was Tracey in Human Resources. She needed me to sign a couple of papers. I returned to my desk, sat down and much to my amazement and chagrin, Tracey was the only call I received that day.

The next morning, a sobering thought hit me. “What if the phone doesn’t ring?” My young family depended on me making sales. To make sales, I had to meet with

potential customers, to meet potential customers, I had to set an appointment, to set an appointment, required a conversation. I was now faced with a decision. I could either wait for them to call me or I could call them. I chose the latter. My first year in the business I made 2,146 calls, I actually kept track.

Here’s the thing. I didn’t have the luxury of waiting for sales to come to me. I had to go out and get them. The graveyard of selling is full of tombstones that read, “The phone never rang.”

How do you make it from Newbie to Veteran? One word: Commitment. Commit to your business. When you feel like quitting, commit. When you would rather wear a blue vest and greet at Wal-Mart, commit. When you dread calling that problem customer, commit. When the hour is darkest, commit.

Seventeen years later, I am certainly glad I committed. It hasn’t been easy. Nothing of value is.

Making it from Newbie to Veteran

KEEP CALMAND

BLOG ONJoint Young Agents

Conference keynote speaker, Jason Peacock,

stays in touch with his followers through his

active blog. Here are a few of the excerpts:



We’ve got you covered...Condos

Apartments

Hotels/Motels

Restaurants

Retail

Got Coastal Property?

Donna RigleyDirector of NC [email protected]

704-661-7381 YOUNG AGENTSCONFERENCE







Have you ever noticed how a narrow mind usually resides in a big head? My theory is that the bigger the pride, the smaller the person. Arrogance and ignorance always seem to be intertwined. Legendary coach John Wooden put it this way, “It’s what you learn after you know it all that counts.”

One reason that prideful people are so small is because they stopped growing years ago. Not on the outside, but on the inside. They haven’t had a new thought in years. They know it all already; if you don’t believe that, just ask them, they will be more than happy to tell you.

My kids used to play with a toy called Dinosaur Eggs. They were really cool! They would place the egg in a container of water and over the course of a few days;

the egg would hatch and out would come a dinosaur. The dinosaur would grow until it filled up whatever container it was placed in. The smaller the container, the smaller the dinosaur and vice versa. Here’s the question for you and me: How big is your container?

We will only grow as large as our environment will allow us to. If you feel like you are as big as you need to be, then guess what? You are as big as you’re going to get. Your life is done growing. Your experiences are as big as their going to get. You will simply hit replay day in and day out. We may not bury you for several more years, but for all practical purposes, you are dead. How’s that for a wakeup call?!

Don’t let pride kill your growth. If you are the smartest guy in the room, you are in the wrong room!

You wouldn’t believe who I just got a phone call from – an old friend of mine from high school I hadn’t talked to in almost 20 years. And when you have a friend

named Daredevil Darren Ferguson, you don’t forget him. Just hearing his voice instantly took me back to 1990. Running the roads in his Toyota pick up, radio blasting a mix of hair bands and gangsta rap….the original gangsta rap, not that garbage they put out today. With mullets blowing in the breeze, we owned Chicagoland….owned it. It was the summer after our senior year of high school. We were 10 feet tall and bulletproof. Well, at least Darren was. Earlier that

year he won the state championship in wrestling. He went 46-0. By far, the toughest guy I have ever known. What I remember most was how much it hurt to say goodbye when that summer came to a close. We were headed off to colleges in different states. Our friendship would never be the same. It never is.

He told me today that when he turned 40, he realized that he had lost touch with all of his old friends. So, he looked me up online, found my number and called me.

Who have you lost touch with? With Google and Facebook, you have no excuses anymore. Dig out that old yearbook and give them a call. I can promise you, they would love to hear from you. Do it.

How Pride is Hindering Your Career

Blast From the Past

Jason Peacock, Senior Vice President at Insurance Office of America, has grown IOA from one employee and zero in sales to 25 employees and over $20 million in annual sales.

Don’t miss him at this year’s Joint Young Agents Conference in Asheville!

Be sure to follow Jason’s blog at www.jasonpeacockinc.com to read dynamic posts like these, among many others!

You can also order Jason’s book, Knuckle Sandwich, at Amazon.com!

@JasonPeacockIncjasonpeacockinc.com


IIANC CHAIRMAN SCOTT EVANS WINS NATIONAL BERNARD J. BURNS AWARDScott Evans of Coastal Insurance in Shallotte, NC is the 2015 recipient of the Independent Insurance Agents & Brokers of America’s (IIABA or the Big “I”) Bernard J. Burns Award.

The Bernard J. Burns Award is presented annually to an individual who has invested significant time and contributions over multiple years to InsurPac, the Political Action Committee of IIABA. The award is named after Bernard J. Burns, Chairman of the InsurPac Board of Trustees from 1975 to 1983, who is credited with the rapid growth of InsurPac in its founding years. Barney Burns traveled throughout the country, educating agents about the importance of political participation.

Evans has been integral in the successful fundraising efforts for InsurPac in North Carolina for many years, and currently serves on the national Board of Trustees for InsurPac. A graduate of Campbell University with a degree in Business Administration, Evans has worked in his family’s insurance agency, Coastal Insurance in Shallotte, NC, for over 26 years. Scott has served on the IIANC Board of Directors since 2006 and also been active with the association’s Audit, Finance, Long Range Planning, PAC, NC Beach & Fair Plan and Eastern Conference Committees. In addition, he served as chairman of the Membership Development, Surplus Funds and Young Agents Committees. Evans received an IIANC Presidential Citation in 2005 for his work with the Young Agents.

The state of North Carolina was well represented at April’s Big “I” National Legislative Conference in Washington, DC with 50 attendees.

Conference attendees had the opportunity to meet with congressional officials to discuss important industry issues and meet people from across the country. In addition, IIANC hosted its annual BBQ luncheon at the Capitol Visitor Center for North Carolina Congressmen and their staffers. It was a great experience had by all!

The North Carolina delegation with Senator Thom Tillis

Students from UNC Charlotte, Appalachian State and East Carolina

Patrick Laney, Owen Thomas, Wade Dunbar and Cloyce Anders

Students from AppState and David Marlett The delicious BBQ!

Representative David Rouzer and Judge ManningSenator Thom Tillis and Dal Snipes


STEP 1: PULL TOGETHER A DISASTER TEAM.One recent study found that 75 percent of all U.S. employees did NOT think their employer was adequately prepared for a disaster. Let your employees know you’re ready by involving them in the planning process. Consider designating one team member from each department to participate in disaster planning. Your planning team should also serve as your emergency response leadership group during a disaster.

Delegate specific roles for each team member, such as:• Retrieving the emergency kit• Coordinating a building evacuation• Accounting for employees and communicating response

updates• Communicating with vendors, clients and other important

contacts• Shutting down utilities and safe-guarding the building• Keeping track of disaster related costs• Activating and communicating with your disaster recovery

vendor(s) to get access to space, power, phone and internet connectivity and technology

Talk with your planning team to identify challenges the team might face the day of a disaster. Be sure to take into account different scenarios. Disasters often happen with little notice; addressing these issues in advance will help ensure a smoother recovery.

STEP 2: DEVELOP OR UPDATE YOUR COMMUNICATIONS AND CONTACT LIST.Your ability to communicate effectively before, during and after a disaster is possibly the most important component of your disaster plan. This includes both internal and external communications. Here are some tips for developing a strong communications plan:

1) Identify and designate members of the communications team, including the lead and backup. Outline roles for each member of the team.

2) Have a central point of contact for all employees. 3) Identify and document key contacts you will need to

communicate with before, during and after a disaster. 4) Develop and regularly update an Emergency Contact List for

staff. 5) Establish a separate notification plan for employees’

families in the event of loss of life, missing personnel, etc. 6) Develop ways to communicate with employees during

and after a crisis. Remember that standard lines of communication often fail during a major disaster. Examples that work include text-based communication and alert systems, a web page, social media, and an automated messaging system. Consider using more than one system, but make sure everyone knows where to access the updates.

7) Establish a building evacuation plan and review it with staff. 8) Test your communications plan in advance of a crisis

situation (at least once annually).

Compile all contact information into one organized document. Distribute to appropriate employees and place a copy in your emergency go-kit. Make sure this document is available online as well as in printed form, and that employees know how and where to access it.

STEP 3: CREATE OR RESTOCK YOUR EMERGENCY KIT.Make sure your office has an updated and well-stocked emergency kit with everything your business may need in the event you’re asked to evacuate. This kit should include:

• Important records and documents (insurance policies and agent contact information, fixed asset inventory, contracts and other business forms or documents, tax information, copy of lease agreement and other tenant documents)

• Office supplies, including pads, pens, pencils, scissors, stapler, staples

• Operating system disks & software, including licensing passwords

• Petty cash• Mobile chargers (we recommend solar chargers for laptops

and cell phones)• Spare set of keys or card keys to enter the building• Food and water (for at least 72 hours)• Copy of your communications/contacts checklist• Copy of your disaster recovery plan• Flashlights and extra batteries

Gather and store these items in one or more central location(s) in a waterproof bag or a plastic container with wheels.

STEP 4: BACK UP YOUR DATA.Most businesses have been backing up their data for some time. Things to keep in mind about data back up:

• Ideally, it should be done daily to ensure no data is lost. If not daily, it should be done on a regular basis.

• Automated back-ups make it easier to keep track of the process.

• Make sure the backups are completed as scheduled and test them regularly—from home, a secondary location, or via multiple data channels.

• Back up your data to the cloud, or store it in an offsite, secure storage facility outside your local area.

• Make sure you can access the data from different technology and locations, and make sure more than one person knows how to access it. If you store your data in the cloud, how will you access your data if your Internet lines are down?

STEP 5: REVIEW YOUR INSURANCE COVERAGE.Make sure you ask your insurance agent exactly what your coverage protects and what it doesn’t and make sure you are properly insured. Communicate with your insurance agent regularly to ensure your coverage is up to date. When a disaster strikes other areas, use them as an example. Ask your insurance company how you would be covered under those circumstances.

• Talk with neighboring businesses or industry peers to discuss their level of coverage.

• Make sure you have business interruption/resumption coverage to help you rebuild if there is an interruption.

• Discuss added/extra expense insurance, which covers unexpected added costs you may incur because of an interruption or unexpected event.

Keep track of your assets. Make a list and take pictures and videos so you not only know what you have before there are any potential losses, but you can prove it. Scan your receipts and keep everything together.

STEP 6: DETERMINE AND PRIORITIZE YOUR ESSENTIAL BUSINESS FUNCTIONS.With your team, brainstorm each business process, system and assets your business would need to restore operations back to their previous level after a disaster.

Begin by listing the broader business functions that come to mind and then narrow each one down to the essentials later on. It is easier to cut than to identify gaps later in the process. Document and prioritize those functions most critical for restoring operations and in the right-hand column, list how many days your company can operate without that function. In many (but not all) cases, the answer will be zero.

The amount of time this process takes can be minimized with collaborative teamwork. This step is one of the easiest places to get distracted. Stay focused and keep it simple. Start with your five most likely risks, and then phase the rest in at a later time.

STEP 7: UNDERSTAND YOUR RISKS.Your business is unique. So is your risk. Take a look at both your internal and external risks. Understanding them will ensure that your plan is customized to your company’s specific recovery needs, and is up to date. You might have created an excellent, customized and detailed plan, say, five years ago, but if you don’t keep it up to date, your needs will not be met.

Having a solid disaster recovery plan can mean the difference between giving into a crisis and surviving. According to the Small Business Administration, over 90 percent of businesses will fail within two years after being struck by disaster. Perhaps you’ve delayed putting together your plan because you’re

overwhelmed and not sure where to start. Well you’re not alone. Disaster recovery can be an overwhelming topic. But, the truth is, it doesn’t have to be. This article will walk you through the basic disaster recovery planning process, providing you with affordable and actionable steps you can take today, as well as tips to help keep you on track.

THE DEFINITIVE GUIDE TO DISASTER PLANNINGYour complete guide to disaster recovery and business continuity planning



Policies are underwritten by Bridgefield Casualty Insurance Company and Bridgefield Employers Insurance Company, authorized insurers in AL, AR, FL, KY, GA, MS, LA, NC, SC, and TN; BusinessFirst Insurance Company,

authorized in FL, GA, KY, NC, SC and TN. ©2015 Summit Consulting LLC | 2310 Commerce Point Drive, Lakeland, FL 33801

There can be no doubt that all our knowledge begins with experience. – Immanuel Kant

Welcome to Our Backyard!(Now writing coverage across the country!)WORKERS’ COMP

Limited NEW appointments available:

www.guard.com/apply

� Specialist in small- to mid-sized risks

� Nationwide Workers’ Comp operations

� Complementary lines in select states

� A+ (”Superior”) A.M. Best rating

� Financially secure

� Easy submission process

� Competitive pricing

� Fast, fair claims handling

� Flexible payment terms

� Superior customer service

Questions to consider:• What are the physical aspects of your building that may

put you at risk? Is your location near a river or creek that is prone to flooding? Consider the age and structure of your building. What is the location of your server room? If it’s on the first floor or in a basement, consider moving it to the second floor.

• Are there certain physical assets of your business that may be more at risk than others? For example, if your business relies on a fleet of vehicles, how would you track these assets—and even more importantly, replace them—if a disaster struck in the middle of a business day?

• Understand your vulnerability to weather-related disasters, such as tornados, hurricanes, earthquakes and wildfires.

• Consider irregular events, such as 100-year floods or dormant fault lines. Consider the possibility of large, catastrophic regional events. How would your response differ depending on a small versus regional event?

• Are vendors, suppliers or key partners at risk? Query key business partners about their disaster recovery plan to ensure that theirs is up to date and that they will be able to help you when you need them. Share ideas, and include them in your planning meetings. Also, consider how you might use their facilities and services during a recovery period.

STEP 8: FIND AN ALTERNATIVE PLACE TO WORK.If your place of business becomes non-operational due to a disaster, that is not the time to be thinking about where you might temporarily set up or permanently relocate your shop. These options should be part of your disaster recovery plan, and when an event happens, you simply tell your team to, for instance, activate Plan A or B. With a well-planned and tested program, everyone will know what to do and will move into action.

Options should include shared space agreements with another business, such as a neighboring facility or partner, work-at-home plans (where possible and generally for short-term situations), or a mobile site. With a mobile site, you will have already discussed with your disaster recovery vendor the amount of space you need, as well as the type of office and computer equipment. With one call, you can activate the installation of a mobile facility.

You should also have a back-up plan for an alternative work location if the original alternate location doesn’t work.

STEP 9: PREPARE YOUR EMPLOYEES.A shocking 75 percent of U.S.-based workers feel their employer is not well-prepared for a natural disaster, and 72 percent of employees said they would not feel totally safe in their workplace during a natural disaster. You don’t want your employees to feel that way about your business.

Develop an evacuation plan. Let employees know about the plan via email, workplace trainings and by posting the evacuation plan throughout your building. Practice the plan. Conduct a drill so employees know where to go and what to do if a disaster happens. Repeat these steps at least annually. Make sure employees have a copy of and understand how to implement your disaster response and recovery plan. Don’t just send one email—consider scheduling a mandatory lunch and learn.

Here are some ways to both train employees and keep them safe:• Compile a list of all employees trained in first-aid and CPR.

Make sure employees know where to find this list.• Help each employee create an emergency kit at work, in

their vehicle and at home.• Offer emergency and disaster skills training at the office.

Many of these classes are very affordable or even free. Some trainers will offer on-site training at your workplace.

• Conduct evacuation drills semi-annually. Contact your local fire department for ideas and assistance.

• Invite speakers to present on preparedness. Some good sources of speakers are local emergency management personnel, including the fire department and the Red Cross.

The biggest challenge in this step can be getting people to care. To get people excited, try turning it into a fun weekend fair and include emergency preparedness training classes. Consider hosting preparedness contests and free Red Cross preparedness training at your company location. Provide incentives for anyone who participates. Also, integrate emergency preparedness into all new employee training and communications, such as the employee handbook, and performance reviews.

STEP 10: TEST YOUR PLAN.Testing can be done in phases. Start with a verbal discussion around a meeting table. Work through a variety of scenarios and “what if’s.”

Once you’ve done enough of those to feel you’ve covered every scenario, physically go around the building and talk through a potential disaster. Test doorways, time how long it takes to get down a hallway, whether you’re able to reach the go kit, how many people can fit into a safety room, etc.

Include the outside grounds in your walkthrough, and do a drive to and from the facility using a variety of routes, analyzing, “what if this road was blocked? How would we get to work?”

A GOOD TEST WILL: • Ensure you meet compliance or regulatory requirements• Increase employee and management confidence in the plan• Uncover holes, gaps or misperceptions in your plan• Set realistic expectations for recovery team members and • Improve your readiness

Testing a recovery strategy is the only sure-fire way to see if a business continuity program can be successfully executed prior to an interruption, so test your plan at least once a year. Incorporate lessons learned to keep improving your plan over time.

Start simple, start today.Armed with these tips and action items, you’ll be able to implement a disaster planning strategy that is flexible and prepares your business for any interruption. Most importantly, remember to keep it simple. A simple plan is far better read and utilized than a 500-page document that no one will remember when disaster strikes.

Are you ready? Start planning! CAJ

Endorsed by IIANC, Agility Recovery Solutions offers on-site disaster recovery and business continuity services for small and mid-sized businesses. If you have a disaster, Agility will delivery any or all of the four key recovery elements: power, technology, space and connectivity. Visit www.agilityrecovery.com for more information.


moving your agency forward

118TH ANNUAL CONVENTIONSEPTEMBER 20-22, 2015 MYRTLE BEACH


118TH ANNUAL CONVENTIONSEPTEMBER 20-22, 2015 MYRTLE BEACHMYRTLE BEACH MARRIOTT RESORT & SPA AT GRANDE DUNES

Marriott Resort & Spa at Grande DunesThis award-winning hotel provides the perfect balance of high quality resort accommodations and business-friendly amenities in the heart of Myrtle Beach. Convenient to the city’s shopping and entertainment centers, the resort features luxurious guest rooms, a large beachfront pool with water slide, a posh European spa and a pristine beach.

Call (843) 449-8880 to book your room by August 26th and receive a discounted rate of $139/night! Subject to availability.

Don’t miss two award-winning keynote speakers at this year’s convention!

Randy Schwantz, President of The Wedge Group, is one of the most talked about sales trainers in the commercial insurance industry. For almost two decades, he has worked with the top insurance agencies and carriers. His session, “How to Locate, Recruit, Hire, Train and Develop New Producers,” will equip you with the tools to find the best talent for your agency and lead you into the future.

Matt Tenney is a social entrepreneur and the author of “Serve to Be Great: Leadership Lessons from a Prison, a Monastery, and a Boardroom.” He is an international keynote speaker, a trainer, and a consultant with the prestigious Perth Leadership Institute, whose clients include numerous Fortune 500 companies. His session will inspire you to become a more effective leader who guides your team to higher levels of lasting success.

NETWORKINGHave the opportunity to spend 7+ hours networking with 80+ insurance companies and vendors.

BREAKOUT SESSIONSWith SIX BREAKOUT SESSIONS, there is something for every attendee! You will have the opportunity to choose which topics are more important for you and your agency. Topics include:

By combining can’t-miss education sessions, networking, charitable

giving, and physical fitness, you will experience a full mind, body, and soul rejuvenation and will return to the office recharged and ready to

move your agency forward!

Register by June 30th to save $25* using promo code 2015ANNUAL

Additional discounts available for Young Agents!

New, condensed schedulespend less time away from the office!

Yoga on the Beach & a Group Fun Run

Awards Celebration on Monday night featuring entertainment from comedian

Jason Hewlett

BRAND NEW IN 2015:

stay

learn

explore

Randy Schwantz Matt Tenney

The networking is what makes these conventions so worthwhile. While the sessions are great, you can’t put a price on the value of building relationships and spending time face-to-face with our carrier partners, underwriters and peers.

“” - 2014 Annual Convention Attendee

E&O: From the Trenches

Optimizing Performance: Mastering the Metric Movement

Top 3 Obstacles to Amazing Organic Growth and How to Systematically Overcome Them

Backbreakers and Dealmakers: A New Reality for Independent Agents

Increasing Personal Productivity

... and more!

*agents only

Carolina Agents Journal - 2015 Issue II 33moving your agency forward


118TH ANNUALCONVENTION















There’s an old business axiom: What gets measured gets done.

Most organizations seem to do a good job at measuring things like sales and quarterly profits. But very few measure what really matters.

Unfortunately, being too focused on short-term metrics, even quarterly financial reports, can be devastating for an organization’s long-term success. Former Medtronic CEO Bill George—who achieved extraordinary business success by every metric—makes it very clear why this is so in his book Authentic Leadership.

To put it simply, we eventually fail to serve the customer when we focus on quarterly financials. And no business survives very long without customers. This kind of focus makes us much more likely to want to cut costs than to balance the reduction of expenses with

the long-term investments that are absolutely vital for actually serving our customers.

As Bill writes, “Inevitably, the short-term opportunities to increase shareholder value taper off. At this point top management usually turns to financial restructuring to achieve its financial goals. Nonstrategic acquisitions, divestitures, consolidations, layoffs, and cutbacks generally follow. By the time these financial moves are completed, the corporation has lost its capacity for growth. Restoring the firm to a growth company at this point is a long, arduous process.”

Of course, this is not to say that we shouldn’t be aware of our quarterly financial numbers, or that we should eliminate them as a metric. The point is simply that if we want to have consistent long-term growth in our organizations, we can’t just focus on short-term financials.

Measure the Right Things:Ways to Better Serve Team Members

By: Matt TenneyKeynote Speaker at the 118th Annual Convention


Carolina Agents Journal - 2015 Issue II 35moving your agency forward

















We need to focus on the underlying elements of the organizations that create the conditions for long-term growth and profitability: happy, loyal employees who ensure that we have happy, loyal customers. And the best way to increase our focus on these things that really matter is to measure them.

We can measure the health of the organization as a whole by asking team members questions like:

• How happy are you at home?• How happy are you at work?• How would you explain the vision and mission of

our organization?• To what degree do you feel your daily work

contributes to our vision and mission?• How well do you feel our organization as a whole

lives our core values?• What can we do to help you enjoy your home life more?• What can we do to help you enjoy coming to work

more?

For the best results, leaders need to ask these questions in face-to-face meetings. An e-mail survey doesn’t have nearly the same impact as real human beings asking other human beings questions that show how much we care.

We can also apply this practice of measuring what really matters to ourselves, and to the organization’s other leaders. If we expect our leaders to live our core values and focus on serving those around them, we must measure precisely those things.

As Joel Manby points out in his book Love Works, many organizations are great at measuring what he calls do goals—the success of the customer experience, employee satisfaction, safety results, brand strength, and financials. But very few measure what Manby calls be goals—those we set for how we want our leaders to treat each other and the members of their teams while they are working to accomplish the “do” goals.

In essence, the “be” goals measure how well a leader lives the core values and fits in with the culture. Leaders at Herschend Family Entertainment (HFE), where Manby was the former President and CEO, are not only measured on how well they achieve the

“do” goals, but their performance on “be” goals is also important. In fact, their compensation is directly tied to how well they do on both; in order to even qualify to be a senior leader at HFE, a person must excel at both.

To get the best measure of the “be” goals we set for our leaders, we should consider gathering anonymous, 360-degree feedback from employees and peers, and getting feedback from seniors in person.

We can ask questions (reformulated for accurate survey measurement, of course) such as:

• How well does Bob listen?• How willing is Bob to help others?• How important to Bob is the happiness and success

of the people he leads?• How kind is Bob?• How compassionate is Bob?• How well does Bob live core value A (repeat for

each value)?

In essence, we’re asking, “How well does Bob love his team members?” Of course, we’re not talking about some romantic feeling that people often confuse with love. We’re talking about acts of love—extending oneself for others’ benefit and treating them with kindness and compassion and respect.

When we commit to measuring how well we love those around us, and how well the other leaders in our organization love those around them, we can dramatically improve the business outcomes for our organizations.

This helps us focus on the parts of our leadership development that are the most essential for achieving positive long-term business outcomes.

It also makes our lives much more fulfilling.

Matt Tenney is an international keynote speaker, a trainer, and a consultant with the prestigious Perth Leadership Institute, whose clients include numerous Fortune 500 companies.

Don’t miss him at this year’s 118th Annual Convention in Myrtle Beach!

CAJ

@MattTenney1 | matttenney.com


800-226-3224www.fcci-group.com

INDUSTRY EXPERTISE.PERSONAL SERVICE.INDUSTRY EXPERTISE.PERSONAL SERVICE.“At FCCI, we keep our customers informed. I get to know agents and policyholders and they get to know me, so they know who to call for help. They know I’ll give them great service!”

Katrina Turner Senior Underwriting Technician FCCI Southeast Region Duluth, Georgia

Now, let’s talk about your business.

General liability • Auto • Property • Crime

Workers’ compensation • Umbrella

Inland marine • Agribusiness • Surety

Coverage available in 18 states. © 2015 FCCI

CAJ15_Turner_7x4.875.indd 1 3/23/15 10:33 AM

NOWWRITING!

888.544.4885lighthousepropertyins.com

Homeowners | Flood

Lighthouse started writi ng North Carolina Homeowners in November 2014. If interested in an agency appointment, contact us today!

Dedicated to Building a Strong, Independent Agency Force.

Committ ed to Supporti ng Our Agents.

NorthCarolina_QtrPg..indd 1 1/30/15 11:22 AM

JEANNE HESS & JANET MILLER

CELEBRATE 20 YEARS OF WORKING AT IIANCPlease join us in celebrating this milestone!

Join IIANC/Trusted Choice, a major sponsor for Make-A-Wish’s Walk for Wishes, as we raise money for this

wonderful organization!

September 27 - WilmingtonOctober 11 - Raleigh

October 31 - Charlotte

November 7 - AshevilleNovember 14 - Clemmons

IIANC is a proud sponsor of all five Walks for Wishes in North

Carolina this year!

Congratulations!

Jeanne Hess, CPIW, CISR, DAE, AAI, AIS, is the Group Products Account Executive at IIANC where she handles the dental, life, long term/short term disability and long term care insurance policies for IIANC members. She also works with the NC Association of Insurance Agents, an affiliated corporation of IIANC which places the insurance coverages for the State of North Carolina, including state agencies, departments and universities.

Janet Miller is the Accounting Coordinator at IIANC. She spends her time working on the IIANC accounts receivable and payable, office services, and most importantly, payroll!

We are so pleased to have Jeanne and Janet on IIANC’s staff and thank them for their many years of dedication and service!


There has never been a better time to co-brand and promote your agency with Trusted Choice. Our three tiers of reimbursement can help offset your advertising costs. You have the freedom to apply for any or all of the reimbursement options.

UP TO$100

TIER Receive up to $100 for co-branding your promotional items and/or your website using the Trusted Choice logo.Receive 50% of the invoice amount, up to $100 total.

UP TO$750

TIERReceive up to $750 when you purchase a digital advertising package.

UP TO$750

TIER Receive up to $750 for using the Freedom Campaign advertising materials.

Receive 50% of the invoice amount, up to $750 total.

MARKETING REIMBURSEMENT PROGRAM

POTENTIAL OF

$1,600An agency that takes advantage of all 3 tiers can be reimbursed a maximum of $1,600 in 2015 per agency location.

Kiescha Cherry(703)[email protected]

Jo Buckley(703)[email protected]

For Tier 3 contact:For Tiers 1 & 2 contact:

A Political Action Committee, more commonly referred to as PAC, is a committee formed by business, labor or other special interest groups to raise money and make contributions to the campaigns of political candidates whom they support.

Through the NC Small Business PAC of IIANC and InsurPAC of IIABA, members contribute to and support candidates who are committed to a free and competitive market in which the role of the independent insurance agency remains central to the insurance system. By pooling the individual financial contributions of thousands of independent agents, InsurPAC helps elect candidates and re-elect members of the U.S. House of Representatives and U.S. Senate who share IIABA’s business philosophy. NC Small Business PAC does the same thing locally in North Carolina.

IIABA’s government affairs department, in conjunction with the appropriate state association, selects the federal campaigns that receive InsurPAC financial support. InsurPAC and IIABA are separate but affiliated organizations. IIANC’s legislative committee selects the local campaigns that receive funding from NC Small Business PAC.

Why NC Small Business PAC?IIANC’s involvement in the political process on the state level this year is even more important and more critical than in the past. North Carolina is facing serious legislative issues that could have a sizable impact on YOUR business and livelihood. Become involved in IIANC’s advocacy efforts by giving to the North Carolina Small Business PAC, which supports state-elected officials who share our business philosophy and are committed to the independent insurance agency system.

Want to know more about contributing to NC Small Business PAC? Check out our YouTube page for a video filmed by IIANC’s CEO, Aubie W. Knight.

www.youtube.com/user/IIANC

DONATE ONLINE TODAY!Online donations are now available on iianc.com for

both InsurPAC and NC Small Business PAC.

Give a one-time donation or sign up to auto-draft a monthly donation!


IIANC EDUCATIONWHAT’S HOT IN

VISIT WWW.IIANC.COM FOR MORE INFORMATION

THE PERFECT COMBINATION:

NEW IN 2015:

NFIP + STREET LEVEL ETHICS

PRE-LICENSING SCHOLARSHIP

Want to get 6 hours of CE credit in one day? Throughout the summer, attend a National Flood Insurance Program class in the morning, and a Street Level Ethics class in the afternoon.

June 9, 2015 - Greensboro, NC (Hilton Garden Inn)July 14, 2015 - Greenville, NC (Hilton Greenville)July 30, 2015 - Asheville, NC (Holiday Inn Biltmore East)

The IIANC Education Foundation will award scholarships to qualified and approved individuals interested in beginning a career in the field of insurance. The scholarship will cover the tuition costs to attend Property and Casualty or Life and Health Pre-Licensing course offered by IIANC in Cary, NC during the upcoming year.

Visit www.iianc.com to download a copy of the application today.

GET CE CREDIT AT THE BEACH!JOIN IIANC IN WRIGHTSVILLE BEACH, NC

CIC Personal LinesJune 10-12, 2015

James K Ruble Graduate Seminar AAugust 3-5, 2015

James K Ruble Graduate Seminar BAugust 5-7, 2015

Holiday Inn Resort, Wrightsville BeachOvernight rooms are available starting at $169/night.Call the hotel at (910) 256-2231 to reserve your room today!

Partners.

Explore P&C insuranceopportunities atHarfordMutual.com800.638.3669

You and your clients. You and Harford Mutual.We’re committed to protecting their business and building yours. That’s what mutual successis all about.

We KnowWorkers’ Comp.

We’re your neighbor.We know North Carolina.

North Carolina Workers’ Compensation

First Bene ts Insurance Mutual (FBIM) is based in Raleigh, NC, with all operations and decisions handled locally. Our experienced staff prides ourselves on personal service, sound underwriting and aggressive claims management.

One Product. One State. Focused On You.www.firstbenefits.org

(888) 393-2667

SOCIALDO YOU FOLLOW US ON

NO? THEN YOU’RE MISSING OUT ON IMPORTANT EVENTS AND NEWS!

MEDIA?@TheBigI_NC

facebook.com/IIAofNorthCarolina

APPLYTODAY


VISIT WWW.IIANC.COM TO LEARN MOREABOUT OUR DESIGNATION PROGRAMS

John H. Altizer, CIC, CPCU, AISRPS/Arthur J. Gallagher

Heather M. Bailey, CIC, CISRHall Insurance Associates, Inc.

Nancy E. Bell, CISRWebb Insurance

Lora T. Brown, CISRBB&T Insurance Services

Shawn L. Burton, CIC, CISRFirst Insurance Services, Inc.

Wendy Clodfelter, CIC, CISR, CLCSBreeden Insurance Services, Inc.

Katie L. Daugherty, CICHastings Mutual Insurance

Angela A. Deaver, CISRSheppard Insurance Group

Lori Garmon, CIC, CISRTravelers

Jessica I. George, CIC, AUFaw Insurance Agency, Inc.

Patricia F. Gilliland, CISR EliteMain Street Financial Group, Inc.

Barrett R. Hill, CICFisher-Greene Insurance Agency

Jennifer T. Holladay, CIC, CRMBrown-Davis Insurance Associates

Stacey Isenhour, CISR Elite, CPSRScott Insurance

Holly M. Kondas, CISR EliteBroome Associated Insurance Agency

Kelly Anne McLaughlin, CICThe Hartford Insurance Group

Eric R. McCurry, CIC, CRM, CRISECM Solutions

Kermit L. Murphy, CIC, CRM, CISRCameron M. Harris & Co., LLC

Daniel Cameron Potts, CISRBB&T Insurance Services

Rebecca S. Staggs, CICWatson Insurance Agency

Sandra E. Stinson, CISRBB&T Insurance Services

IIANC CONGRATULATESOUR NEW DESIGNEES!

For more information, call: 800.897.9719 | www.amerisafe.com

“I am passionate about underwriting Personal Lines. That enthusiasm

gives me the ability to brighten a customer’s day and let the agent know

that I really do care about the account they are sending me. They know

I will get the job done for them.”

Calvin McNamara Personal Lines Manager

ENTHUSIASMIT’S CONTAGIOUS

800.595.0063 jmwilson.comManaging General Agency Since 1920

Brokerage/Professional Liability • Property & Casualty • Personal Lines • Surety • Commercial Transportation • Premium Finance

On Monday, June 22nd Claudia McClain and Judy DeLaRosa, the co-chairs for Agents Council for Technology (‘ACT’) ‘Customer Experience’ Work Group will present a webinar to walk through ACT’s “CX Recommendations” document and discuss the top implementations within each phase that can help agents plan and elevate their technology strategy and explain the critical role Customer Experience plays in every consumer and client interaction. Don’t miss a chance to review and refine your customer service experience journey and learn more about resources for your agency.

ACT presentsThe Customer Experience Journey Webinar

Visit www.independentagent.com/ACT, and register today!

June 22, 2015 | 1:00pm - 3:00pm | $59


MEMBER NEWS

IIANC MEMBERS NAMED TO NC DEPARTMENT OF INSURANCE AGENTS ADVISORY COMMITTEES

CAMERON ANNAS OF GRANITE INSURANCE AGENCY WINS AWARD

ASU PROFESSOR DAVID MARLETT JOINS NATIONAL INVEST BOARD

SENN DUNN CONSULTANT RECEIVES CARRIER RECOGNITION

Congratulations to these IIANC members for becoming part of the 2015 Agents Advisory Committees.

Cameron Annas, of Granite Insurance Agency in Granite Falls, NC, received the Thoroughbred Award from Keystone Insurers Group. The Thoroughbred Award is given to the top producer for new business in each of Keystone’s nine states. The Keystone franchise group is made up of over 300 agencies. Cameron’s success in 2014 has been devoted to developing

relationships and clients in mainly the zipline industry across the United States.

InVEST, the insurance industry’s premier classroom-to-career education program, is pleased to announce that David C. Marlett, Ph.D., CPCU, has been appointed to its national board. Marlett is a professor of finance, banking and insurance at Appalachian State University Walker College of Business in Boone.

“InVEST is pleased to announce that Dr. David Marlett has been selected by the Big ‘I’ executive committee for its board of directors as a representative from academia,” says Robert G. Slocum, CPCU, CIC, InVEST board chair and president of The Slocum Agency, Inc., an independent agency in Warwick, Rhode Island. “David brings a wealth of experience and expertise to the InVEST leadership. We look forward to working with him and drawing from his expertise as our academic advisor.”

Senn Dunn Insurance, a Marsh & McLennan Agency LLC Company, is pleased to announce the recognition recently received by Peggy Murphy, Individual Health Insurance Consultant, by carrier partner Blue Cross Blue Shield of North Carolina. Peggy was presented the prestigious Blue Cross Blue Shield 2014 Century Club Award

by David Juzwick, Regional Sales Executive, Blue Cross Blue Shield North Carolina. Her sales accomplishments in 2014 place her in the top 5% of the carrier’s agents in North Carolina.

Peggy joined Senn Dunn in 2005 as the administrative manager for our Employee Benefits division after serving as a claim unit manager for Prudential Healthcare and as an account manager with another agency in the Triad. She possesses a deep knowledge of employee benefits with special expertise in the needs and challenges that individual consumers face as they navigate the ever-changing health coverage environment.

Dean Wooten - ChairmanStatesville

Shaun AdamsRaleigh

David BraswellRaleigh

David CraftRaleigh

Lou DelustroCharlotte

Brian FitzsimmonsRaleigh

Jamie HarmonWindsor

Keith KiserAsheville

John MillerCary

John L. PalmerGreensboro

Alex SmithWilmington

Dal SnipesDunn

Greg TrappCary

Gina WhartonElizabeth City

Davidson Neville - ChairmanSmithfield

Andrew KaiserHickory

David BraswellBoone

David CraftAsheboro

Life & Health Committee Members

Property & Casualty Committee Members

46 Carolina Agents Journal - 2015 Issue II

MEMBER NEWS

Brightway InsuranceMaz GanimCary

Brightway InsuranceRoy SchoolfieldCharlotte

Burleson Accounting and Insurance ServicesLoretta A. BurlesonNewland

Chapman Insurance Agency, Inc.John G. ChapmanRaleigh

Chase Insurance Group, Inc.Chase McKelvey, LUTCFBrevard

EEP Risk Solutions, LLCMartin Eveleigh, ACIICharlotte

Eric B. Byrd Insurance AgencyEric B. ByrdLaurinburg

Estrada Insurance AgencyNohemi Estrada VegaGarner

The Juengel Agency, Inc.Matt JuengelAsheville

Larson Financial GroupWill FrostCharlotte

Lifeguard InsuranceSharon JordanSurf City

Noble Insurance AdvisorsRick Craig, CIC, LUTCFCharlotte

WELCOME NEW MEMBERS

IN MEMORIAMWest W. Byrum, Jr. | Edenton, NC | West W. Byrum AgencyJ. Sidney “Sid” Booth | Durham, NC | Agent

Applied UnderwritersCarolina Agent Back Page Ad

Live 8” x 10.5”Trim 8.5” x 11”

Bleed 9”x 11.25”

AU N Golf CA C4.pdf

Contact: Sheila Gallagher P: 707-395-0645 Email: [email protected]

Applied Underwriters

©2015 Applied Underwriters, Inc., a Berkshire Hathaway company. Rated A+ (Superior) by A.M. Best. Insurance plans protected U.S. Patent No. 7,908,157.

Expect big things in workers’ compensation. Expect to save a third of your clients 30% or more. Most classes approved, nationwide.

For information call (877) 234-4450 or visit auw.com/us.

G.W. MOUNTCASTLE INSURANCE CELEBRATES 125 YEARS OF SERVICE

J.M. WILSON PROMOTES RICKS AS SENIOR FLEET UNDERWRITER

G. W. Mountcastle Agency, Inc. was established in 1890 by George W. Mountcastle, one of Lexington’s founding fathers. The agency has always been active in the local community through donations of money, time and talent to many civic and charitable organizations. This milestone was achieved because of the many hardworking past and present employees and the loyal relationships they have had with generations of families and businesses in both Lexington and Davidson Counties.

BAGWELL & BAGWELL SPONSORS EXHIBIT AT MARBLES KIDS MUSEUM

Bagwell & Bagwell Insurance, located in Raleigh, NC, is the proud sponsor of the new “Stop, Drop & Roll” exhibit at Marbles Kids Museum in downtown Raleigh. This exhibit, designed to promote fire safety at an early age, features a new, interactive fire truck where children can pretend they are firemen. The agency also recently participated in a career fair, where they handed out Operation EDITH materials, IIANC’s fire-safey program.

IIANC Bronze PARTNER, J.M. Wilson, is proud to announce the promotion of Mary Ricks as Senior Fleet Transportation Underwriter. Mary is responsible for evaluating transportation fleet submissions for acceptability to

company underwriting criteria, quoting new and renewal transportation fleet business, binding and servicing new and existing policies, and building relationships with independent insurance agents and company underwriters.

Mary joined J.M. Wilson in 2003 as a scanner, before being promoted to receptionist, underwriting technician, transportation underwriter and transportation fleet underwriter. Prior to J.M. Wilson, Mary was a stay-at-home mom raising three children and worked part-time for Meijer Supermarkets.

We recognize those individuals who had a great impact on our industry and have passed away in the last year.

Documents

JOURNAL Carolina Agents 2015 Issue II - IIANC