MARYLAND

INTHISISSUE________________3 Homeowners’ policy gaps that sell

How to escape the commodity trap

Chasing a dream with IA&B’s Market Options

Stability Security Sensibility

Leading Insurance Group Insurance Co., Ltd. is a licensedcommercial insurance carrier providing competitive rates onproperty and casualty insurance to business owners in NY, NJ, CA,IL and PA. We spare no effort in providing our utmost productsand prompt service for any and all of your insurance needs.

Leading Insurance Services, Inc.US Manager for Leading Insurance Group Insurance Co., Ltd.

Building and Building Owners Business Personal PropertyDry Cleaners Retail StoresPharmacies Pizzerias / Takeout

Apartments Office BuildingConvenience Store Risks DistributorsLiquor Stores Condo / Co-opLRO Buildings

(source by www.ambest.com)

Business OwnersProgram

Commercial Package

LIG offers up to $ 5,000,000 above LIG BOP and Package

NJ CAmarketing@ligmsi.com

www.ligicus.com400 Kelby St., 15th FloorFort Lee, NJ 07024T. (201)720-2100 F. (201)720-2119

505 N. Brand Blvd. Ste 1025Glendale, CA 91203T. (818)254-1040 F. (818)254-1039

LIG Umbrella Policy

Formerly LG Insurance

WHAT IS IA&BPARTNERS?The IA&B Partners

program gives company

and allied businesses

the opportunity to

demonstrate their

commitment of support

to independent agents

and receive maximum

market exposure. As an

IA&B Partner, you will

also realize the benefits

of IA&B membership to

help you succeed in

the insurance industry.

DO YOU SEEYOUR NAME?To become an IA&B Partner,

choose the sponsorship

package that matches your

commitment of support.

Contact the Member Sales

Center at (800) 998-9644,

(717) 795-9100 or visit us

online at www.iabgroup.com

to get started.

Listed below are those companies thatstrongly support the independent agency

system and Insurance Agents & Brokers.Thank you for your continued sponsorship.

PLATINUM LEVELBerkley Mid-Atlantic GroupErie Insurance GroupHarleysville InsuranceInsurance Agents & BrokersService Group IncMillers Mutual GroupMillville Mutual Insurance CoMutual Benefit GroupPenn National InsuranceSelectiveSwiss ReThe Main Street America GroupTravelersUtica National Insurance Group

GOLD LEVELOhio CasualtyProgressive

SILVER LEVELAegis Security Insurance CoAmerican Mining Insurance CoCumberland Insurance GroupDonegal Insurance GroupFrederick Mutual Insurance CoHarford Mutual Insurance CoJuniata Mutual Insurance CoMMG Insurance CompanyPrivate Client GroupPSBA Insurance TrustThe Motorists Insurance GroupWestfield InsuranceZenith Insurance

BRONZE LEVELAAA Insurance

Agency Insurance Company

Allied Insurance

Briar Creek Mutual Insurance Company

Builders Insurance Group

Capitol Insurance Company

Chubb Group of Insurance Companies

Companion Property & Casualty Group

Countryway Insurance Company

Encompass Insurance

Foremost Insurance Group

Friends Cove Mutual Ins Company

Goodville Mutual Casualty Company

Grange Insurance Companies

Hanover Fire & Casualty Insurance Company

Insurance Alliance of Central PA Inc

Insurance Placement Facility of PA

Keystone Insurers Group Inc

Lebanon Mutual Insurance Company

Mercer Insurance Group

Merchants Insurance Group

Mercury Casualty

Penn Millers Insurance Company

Penn Prime Municipal Insurance

PMSLIC Insurance Company

Reamstown Mutual Insurance Company

Rhoads & Sinon LLP

Rockwood Casualty Insurance

State Auto Mutual Insurance Company

TAPCO Underwriters Inc

The Brethren Mutual Insurance Company

The Mutual Service Office Inc

The Philadelphia Insurance Companies

Tuscarora Wayne Mutual Insurance Company

UPAC Insurance Finance

Primary Agent January 2010

Three Homeowners’ policy gaps that sellHow to win clients and influence coverage: Exude expertise and build trust byshedding light on common homeowners’ gaps.

Page 12

I3 – Issues, implications, interventionsProducers, beware: The “commodity trap” will spin you in a constantwhirlwind of 90-day bidding cycles. The escape? Identification of consumerrisks and solutions that show value and differentiate offerings.

Page 16

New member profile: Chasing a dream with IA&B’s MarketOption ProgramNew IA&B member Nichole Leibensperger found the association’s RLIpersonal umbrella policy appealing, and within a matter of months, shebecame the association’s highest policy-count producer.

Page 22

12

16

22

ContentsP R I M A R Y A G E N T M A G A Z I N E

Copyright 2010. All rights reserved. No material may be reproduced in whole or in part without written consentof the publisher. The information in this publication is general in nature and is not intended to serve as legal, accounting, financial,insurance, investment advisory or other professional advice as to any reader’s particular situation. Users are encouraged to consult withcompetent legal, financial, insurance, investment advisory and or other professional advisors concerning specific matters before makingany decisions and we disclaim any responsibility for any decisions or actions by readers. Statements of fact and opinion in PrimaryAgent are the responsibility of the authors alone and do not imply an opinion on the part of the officers or the members of the IA&B.Participation in IA&B events, activities and/or publications is available on a non-discriminatory basis and does not reflect IA&Bendorsement of the products and/or services.

Subscriptions:Non-member price: $2.25 per copy or $15 per year.

All communications for publications, including news, features, advertising copy, cuts, etc., must reach the editor by 1st of month two monthsprior to publication. Advertising rates furnished upon request.

Address inquiries to:Primary Agent EditorPO Box 2023Mechanicsburg, PA 17055-0763Phone (800) 998-9644 or (717) 795-9100Fax (717) 795-8347

Periodical postage paid at Mechanicsburg, Pa. and additional entry post office.

Postmaster: Send address changes to above address.Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2010-1) is published monthly by IA&B Service Group Inc.,a subsidiary of IA&B.

1 IA&B Partners4 Chair of the Board’s Message5 Member FAQ5 Glance at Events6 State News7 New Members

8 Preventing Errors & Omissions10 Coverage Corner15 Classified Ads20 Technology Update21 Advertisers Index24 Last & Least

In every issue

Mission StatementPrimary Agent delivers ideas to helpInsurance Agents & Brokers’ membersnegotiate their unique position asguardians of trust between insuranceconsumers and companies whilefacing the challenges of maintaininga small business. Primary Agentalso supports IA&B’s mission topreserve and advocate the AmericanAgency System.

A-Rated Carrier Now AppointingNew Producers in Pennsylvania,

Maryland & Delaware! (More states to be added in the near future.)

� Business Insurance—CPP, BOP Monoline Fire, GL

� Competitive pricing—All LinesMSO rates and policy forms

� Personal lines roll overs will be considered

� Commercial auto for artisan contractors, retailers and wholesalers

� Contractor’s policy rated on number of employees, not payroll

� Internet rating system

� No minimum premium requirement forour producers

� Fast and friendly service for our customersfrom company staff

Knightbrook Insurance Company

P.O. Box 686, 927 West Main Street

Valley View, PA 17983

Office: 215-249-1394

Cell: 215-272-1442

Fax: 215-249-1395

E-mail: richard.riddle1@comcast.net

To get started, please contact Dick Riddle, CPCU

Package Policy AvailableResidential, Commercial, Industrial

Commercial Liability Coverage Limits up to $1M/$2M3, 6 or 12 Month Policy Terms Available

High or Low Property Values“A” Rated Companies

17% commission when bound online

INSURANCE INNOVATORSVacant Program

For Dwellings and CommercialBuildings Including Rehab and

Builder’s Risk.

Maryland Office:Kay Schneck

410-337-9295; 800-392-3771Servicing MD, DE

Home Office:Dayna Parker ext. 147

215 885-7300; 800 523-6422Servicing PA, DE, MD

www.iiigroup.com

Convenient 24/7 online rating, using The property/casualty insurance companyIndependent Agents can trust most to serve

their valued customers.Become an Agent...

* It’s easy to do business with us

* Great agent compensation programs

* Competitive personal lines and

commercial lines products

* Rated “A-” excellent by A.M. Best

To become a Merchants Agent, contact:

www.merchantsgroup.com

Tina SchaedlerRegional Manager

Western Pennsylvania1-800-462-1077

ext. 3253tschaedler@

merchantsgroup.com

Sam GuarnieriRegional Manager

Eastern Pennsylvania1-800-322-8608

ext. 2200sguarnieri@

merchantsgroup.com

OfficersKathleen M. Glattly, ChFC, CLU, CPCU

Chair of the BoardFactoryville, Pa.

David Rosenkilde, CICVice Chair of the BoardReisterstown, Md.

Robert J. “Buc” Cawley, AAIImmediate Past Chair of the BoardWexford, Pa.

MembersNorman F. Basso, CPCU

York, Pa.

Vincent D. “Chip” Boylan Jr., CPCURockville, Md.

Henry “Butch” Bradley, Jr.Crofton, Md.

Timothy P. BurrisThompsontown, Pa.

M. Scott Clemens, CIC, CPCU, CLU, ChFCSouderton, Pa.

John T. “Chip” Colwell Jr., CICCorry, Pa.

G. Greg Gunn, CICLemoyne, Pa.

Robert B. Hall, CPCU, CLU, ChFC, ARM, ARM-PWest Chester, Pa.

Diana M. Hornung-Momot, ACSRWilmington, Del.

Linda A. McCann, AAI, CPCU, CPIWSalisbury, Md.

Michael F. McGroarty Sr.Pittsburgh, Pa.

Scott C. Rogers, CPIAYork, Pa.

Susan A. Sallada, CIC**Ft. Washington, Pa.

William D. Schneider, CPCU, ARM*Pittsburgh, Pa.

Robert A. Walbeck, CICHomer City, Pa.

David B. Wasson Sr., CICState College, Pa.

James M. Watkins*Dover, Del.

King W. “Kip” White, LUTCFFallston, Md.

John S. Yasik, CICNewark, Del.

* IIABA National Director** PIA National Director

Board ofDirectors

Sales smarts for a new year

It’s a new year. Time for fresh starts, new goals andmeaningful resolutions. So what better topic for the Januaryissue of Primary Agent magazine than sales?

IA&B is here to help jump-start your 2010 sales spike.

Read Chris Boggs’ “Homeowners’ policy gaps that sell” forthe three common gaps that are likely to get you hired. Thenflip to Scott Addis’ article for how to position yourselfbeyond a commodity in customers’ minds. Finally, turn topage 22 to read a member agent’s success story with IA&B’sMarket Option Program.

Want even more? Log onto iabgroup.com and access theAgency Marketing and Branding section of the Web site(under the Agency Operations tab). There you’ll findresources to help your agency, as a whole, bring in newbusiness and round out accounts.

Welcome to 2010. Make it your year. And make IA&B yourgo-to resource.

Until next time,

Kathleen

[ 4 ]

Kathleen GlattlyCPCU, CLU, ChFC, AIM

Chair of the Board’sM E S S A G E

?QUESTION:

We are attempting to get as paperless as possible.

Previously we kept copies or the actual signed forms

and applications, depending on company guidelines.

Are PDF copies attached in our agency management

system legally binding if we would have to produce

them for one reason or another?

ANSWER:Provided you have not, in your agency agreement, agreedto keep the forms as originals, you should be fine withscanned copies, as long as the software used to scan meetsthe requirements that are associated with any electronicrecord retention.

In a nutshell, those requirements include:

� no modification from the original is possible in thedigital version (in the case of PDFs, it could dependon which version of the software you are using);

� the scanned record can be converted into reasonablylegible written form within a reasonable time uponrequest; and

� there should be appropriate protection from lossand adequate controls and testing of theelectronic records.

For more specific information, you can access a short Q&Athat addresses electronic record retention at iabgroup.com.Go to Agency Operations, then Record Retention.

DO YOU HAVE A QUESTION?E-mail it to us at iab@iabgroup.com. Please use “PrimaryAgent FAQ” in the subject line of your message. You canalso fax your question to (717) 795-8347. We look forwardto answering your questions!

Glance at EventsDate Topic Location

19 CISR — Personal Auto Pittsburgh, Pa.

20 William T. Hold Seminar Mechanicsburg, Pa.

CISR — Personal Auto Pittsburgh, Pa.

21 William T. Hold Seminar Philadelphia, Pa.

Legal and Ethical Responsibilities of Insurance Personnel Salisbury, Md.

26 Best Practices of E&O Loss Control Dover, Del.

J A N U A R Y C A L E N D A R

Member FAQ

Primary Agent | January 2010

[ 6 ]

In the spirit of anew year, andof the reflectionsand goals itbrings, IA&B hascompiled a fewresolutions foryou. These far-ranging pledgeswill improveeverything fromyour agencyoperations tothe outlook ofthe independentagency system.Review them.Prioritize them.And make themhappen in 2010.

State News‘Tis the season for New Year’s resolutions —

IA&B floats a few ideas your way

[ 7 ]

Resolution No. 1: Get politicallycharged.Federal regulation and systemic risk,health care and estate tax. No doubt,independent agencies are in the politicalfray. And the outcome of these andother state and federal contests coulddrastically affect the way you conductbusiness.

Resolve to make your voice heardin 2010:

� Visit IA&B’s Web-based PoliticalAction Center to bone up on keyissues and reach out tolegislators.

� Press candidates for theirposition on insurance mattersduring this election year. (Look tothe February Primary Agentmagazine for an election preview.)

� Give to AgentPAC and supportcandidates who understandagents’ perspectives.

Learn more: Visit iabgroup.com andchoose Political Action Center from themenu bar.

Resolution No. 2: Hope for thebest, prepare for the worst.From an innocuous water-main break toa ravaging electrical fire, myriademergencies can jeopardize your agencyoperations. A prepped game plan helpsyou rebound as quickly — andinexpensively — as possible.

Resolve to improve your agency’s abilityto bounce back.

Use IA&B’s Emergency and BusinessContinuity Planning Manual to developa personalized plan. Simply enter yourbusiness contacts, operational needs andcritical functions, and the tool willprovide customized guidelines, timelinesand recommendations for a crisis.

Best yet, your manual is stored online,so you can access it anytime, anywherewith an Internet connection.

Learn more: Visit iabgroup.com, chooseAgency Operations from the menu barand click the Emergency Planning link.

Resolution No. 3: Put your trust inknowledge.Holding money in a fiduciary capacityopens doors to legal and regulatoryrequirements … not to mentioninvestment risks. Luckily, a littleeducation can ward off big non-compliance penalties, such as licenserevocation.

Resolve to become compliant andsecure your fiduciary accounts.

Look to IA&B’s Fiduciary ResponsibilitiesResource for direction. The three-parttool explains what your fiduciary duties

are, how to stay compliant and whichaccounts maximize FDIC protection.

Learn more: Visit iabgroup.com, chooseAgency Operations from the menu barand click the Fiduciary Duties link.

Resolution No. 4: Cover yourbook’s back.Producer agreements are good businesspractice. They can protect an owner’sbook of business and the book’s value.Of course that assumes the owner putproper provisions in place.

Resolve to utilize producer agreementsfor all they’re worth.

Read IA&B’s expanded ProducerAgreement Toolkit to protect your bookand its value. You’ll learn how toestablish trade secrets, restrictivecovenants and compensation plans, aswell as strategies for assessing damages.

Use it to weigh the pros and cons of theemployee and independent contractorclassifications and to access a sampleagreement for each.

Learn more: Visit iabgroup.com, chooseAgency Operations from the menu bar,click Employee Management and thenselect Hiring and Managing Employees.

New MembersW E L C O M E

FAM & M Insurance Inc.Chestertown, Md.

Freedom Insurance Agency Inc.Eldersburg, Md.

PreventingE R R O R S A N D O M I S S I O N S

[ 8 ]

LINDA C. PRIDEMOREAAI, CPIW

Linda C. Pridemore, AAI, CPIW

is an E&O marketing

representative for Utica

National Insurance Company.

Insurance Agents & Brokers

Service Group Inc. is the

exclusive agent for the Utica

E&O program in Delaware,

Maryland and Pennsylvania.

For questions regarding this

article or your Errors &

Omissions coverage, contact

IA&B at (800) 998-9644 or by

e-mail at iab@iabgroup.com.

SURPLUS LINES CONSIDERATIONS

Primary Agent | Janaury 2010

Having handled CommercialLines coverages as a CSR,producer and agencyprincipal, I have encounteredaccounts with so much “hair”on them that I had to placecoverage with carriers I wasnot directly appointed with.

From time to time I have beenforced to seek the services ofour helpful Surplus Linesbrokers. Have you ever facedthis dilemma?

In today’s soft market, a lot ofaccounts traditionally writtenin the Surplus Lines marketsare being written by standardcarriers. But if you began yourinsurance career during thiscurrent market cycle, you willbe surprised when it changes.The hard market can comeupon us overnight, and whenit does, standard carriers willwithdraw from writing someof these “hairier” risks. Andsome of these risks will reallysurprise you when they arenon-renewed.

There are some importantissues that you need to beprepared for when you beginplacing those accounts withthe Surplus Lines brokers.

Issue No. 1: bindingauthorityThe first issue to remember isthat you do not have anappointment with thesecarriers, thus you have nobinding authority. What doesthat mean? Well, for instance,in order to bind the coverage,you must seek the writtenauthorization from the brokerwho has the appointment.

Do not indicate to yourcustomer, in any way, thatthey have coverage until youhave it in writing from thebroker. Saying “Don’t worry,we’ll replace your coverage”may get you into E&O trouble.It is best to say “We aresearching other markets toreplace your coverage andwill advise you when and ifwe find that coverage andwhat the new terms will be.”

Get started early and keepyour customer informed ofyour progress, or inability ifthat’s the case, to replace thecoverage. Watch yourexpiration dates. Never letthat expiration date go pastwithout contacting the insuredand having a binder in hand

or written acknowledgementthat coverage has been placedelsewhere. Never let yourinsured assume you have“handled” the replacement oftheir policy.

Issue No. 2: coveragesThe second issue toremember is that thecoverages you ask for on anapplication may not be thesame coverages that youreceive a proposal for fromthe broker. For instance, let’ssay that you provide coverageon a building that is beingnon-renewed and must beplaced in the Surplus Linesmarket. Currently, youprovide Building, Contents,and Actual Loss SustainedBusiness Income with SpecialForm Perils coverages, AgreedValue clause, as well asEquipment Breakdown (theold “boiler & machinery”coverage). The Surplus Linescarrier may only provideNamed Perils coverage with aco-insurance clause. TheBusiness Income coveragemay have a co-insuranceclause or a quarterly ormonthly limitation, or perhapsBusiness Income is excluded

[ 9 ]

all together. They rarely provideEquipment Breakdown coverage.

How will you know what to present toyour insured?

You must read the proposal offeredby the Surplus Lines broker verycarefully. If the coverage isn’t spelledout by the broker, request it. Be sureto review carefully any attachedendorsements proposed. If coverageform numbers appear on the proposalbut the forms are not attached, ask forthem. If you are unsure what theymean once you have read them, askthe broker to explain. Then get it inwriting. If it still isn’t clear, ask yourbusiness associates or your localagency association for help.

Once you understand the coverageoffered by the broker, prepare theproposal for your customer andexplain what is being presented andhow it differs from the coverage theyhad previously. If they choose toaccept the proposal, get their signatureof acceptance.

Issue No. 3: non-admittedcarriersThe third issue to remember is thatthese carriers are usually non-admitted.What does that mean? It means thatthey do not have direct approval by theBureau of Insurance in your state andthat the company itself is not providedcoverage by the State Guarantee Fund.Their financial condition to pay a claimis not protected.

You must watch the financial rating ofthe carrier you will present to yourinsured. Many states require writtendeclinations from three standardcarriers before coverage can be placedwith a non-admitted carrier. Theyoften require your insured’s signaturethat he or she is aware that thecoverage is being placed with a

non-admitted carrier before you canhave coverage bound.

Issue No. 4: taxes and feesA fourth issue is that these policies willrequire a Surplus Lines tax, local ormunicipal tax and usually a “policy fee”by the broker. Often these fees are notrefundable upon cancellation of thepolicy. Also, most policies will contain aminimum-earned clause in which 25percent, or the entire premium, isconsidered fully earned the momentcoverage is bound with them. Yourinsured needs to understand theseconditions before binding.

Issue No. 5: premiumA fifth issue related to premium is thatthese carriers require payment in full.

Since this is the surplus lines market,they do not offer payment plans.Should your insured not be in aposition to pay the entire premium,taxes and fees up front, you may needto obtain premium financing through afinancing company.

Premium financing has issues of itsown that we cannot cover in thisarticle. Watch for future columns thatwill discuss the perils of premiumfinancing. In the meantime, beprepared that when the market turnsand you need to place some businessin the Excess Lines market, a littleforethought on your part can preventexcess headaches.

CoverageC O R N E R

[ 10 ]

JERRY MILTON, CIC

Jerry M. Milton teaches

and consults on industry

issues. The legal profession

recognizes him as an

expert on insurance

coverages. He is also the

education consultant for

IA&B, working with CISR,

CIC and continuing

education programs.

AN UPDATE ON THE ACC

Primary Agent | January 2010

First of all, what is the ACC?That’s insurance talk for theanti-concurrent causationclause found in most of ourpolicies. It’s a clause that’sbeen in our policies for thepast 25-30 years. But like somany other policy provisions,it’s one that we didn’t paymuch attention to. That is,until the hurricanes of 2004and 2005. Especially Katrina.That’s when we learned whatACC meant.

The introductory paragraph ofthe Exclusions section of theISO Commercial PropertySpecial Causes Of LossForm states:

We will not pay for loss ordamage caused directly orindirectly by any of thefollowing. Such loss ordamage is excludedregardless of any othercause or event thatcontributes concurrently orin any sequence to the loss.

The ISO Homeowners’ policyExclusions section states:

We do not insure for losscaused directly or indirectlyby any of the following.Such loss is excludedregardless of any other

cause or event contributingconcurrently or in anysequence to the loss. Theseexclusions apply whether ornot the loss event results inwidespread damage oraffects a substantial area.

After they introduce theExclusions section with thisanti-concurrent causeparagraph, both theCommercial Property andHomeowners’ policies listseveral exclusions (OrdinanceOr Law, Earth Movement,Governmental Action, NuclearHazard, Utility Services, WarAnd Military Action, Water,and Fungus, Wet Rot, Dry RotAnd Bacteria).

Obviously, following thehurricanes, the issue waswind versus water. Water(flood) damaged the first floorof your building. Wind rippedthe roof off the building.What’s covered? According tothe ACC clause – nothing! Didthe wind damage occurconcurrently with the flooddamage? I think the answerhas to be, “Yes.”

Following the hurricanes of2004 and 2005, insurers usedthe ACC clause to deny all

loss, even when there wasclear evidence of winddamage. Unfortunately forthe insureds who had sufferedsuch loss, the 5th U.S. CircuitCourt of Appeals sided withthe insurers in many ofthese cases.

These rulings had a majorimpact on insurance coveragethroughout the United Statessince more than 50 percent ofthe U.S. population lives neara coastline.

Following some of thesedecisions enforcing the ACCclause, attorney Richard “Flip”Phillips said, “An insurancecompany can always come upwith some contortedinterpretation to denycoverage if it just does notwant to pay.”

Well, things have changed. Atleast in Mississippi. OnOctober 8, 2009 theMississippi Supreme Court, ina 9-0 decision, ruled that aHomeowners’ policy coverswind damage from ahurricane even when watercontributes to the loss.

The Court found that thelanguage in the policy mayexclude all damage when it is

[ 11 ]

caused by a combination of wind andwater acting together. But if the winddamage and the water damage can bedistinguished, the ACC clause doesnot apply.

In their opinion the Court said:

No reasonable person can seriouslydispute that if a loss occurs, caused byeither a covered peril (wind) or anexcluded peril (water), that particularloss is not changed by any subsequentcause or event. Nor can the loss beexcluded after it has been suffered, asthe right to be indemnified for a losscaused by a covered peril attaches atthat point in time when the insuredsuffers deprivation of, physicaldamage to, or destruction of theproperty insured. An insurer cannotavoid its obligation to indemnify theinsured based upon an event whichoccurs subsequent to the covered loss.The insured’s right to be indemnifiedfor a covered loss vests at time of loss.

This ruling by the Mississippi SupremeCourt reverses the earlier rulings madeby the 5th U.S. Circuit Court of Appeals.However, in Mississippi, the SupremeCourt opinion prevails becauseinsurance contracts are governed bystate law.

This is a Mississippi opinion. NotPennsylvania, Maryland or Delaware.Not even Alabama. Will other statesfollow Mississippi’s lead? I certainly hopeso! We don’t need the kind of messwe’ve had for the past four or five years.

Y’all take care!

805 N. Front St., Harrisburg, PA 17108

Success

YourUnderwriting

SM

GIVING PROPERTY OWNERS CONFIDENCE TO BUILD UPON.

Years ago, Mike Serluco had a national company insuring his growing property development business. “But they go the way the wind blows,” he says. Then Independent Agent Don Kingsbury, of Christian Baker Insurance Agency, Lemoyne, suggested a local insurer with a stronger commitment to building owners – Millers. “It’s very, very important for an investor to have an insurance partner, and that’s what I call Millers,” Mike says. With the few insurance claims he’s had, “Bing, bam, boom – it’s done and taken care of.” Adds Kingsbury, “With Millers, they actually listen to what you have to say. And not only do they know this industry, they offer package policies at a good price, and they back it up with excellent claims service.” Smart business people, independent agents and Millers...truly partners in protection.

SALES

How to win clients andinfluence coverage: Exudeexpertise and build trust byshedding light on commonhomeowners’ gaps.

Three Homeowners’ PolicyGaps that Sell

[ 13 ]

Primary Agent | January 2010

Checklists, coverage gaps and preparation werediscussed in Chris Boggs’s previous article,“Gaps that sell,” which ran in the October 2009issue of Primary Agent. As explained in that article,there are two classes of coverage/exposure gaps:

1) those that will almost certainly result in the winning ofthe client when presented; and 2) those that don’tnecessarily win the client but rather serve to cement theagent/client relationship.

In homeowners’, there are three coverage gaps commonenough to apply to a majority of homeowners’ insuranceclients.

Homeowners’ policy gaps likely to get the agent hiredSkillful introduction and explanation of the following threecommon coverage gaps will likely result in the addition ofa new client. Further, each of the three listed gaps iseasily closed and, as an added bonus, with minimal increasesin premium:

1. Personal Injury Coverage;

2. Water Backup from Sewers and Drains/SumpOverflow; and

3. “Miniature” Recreational Vehicles (i.e. Barbie Jeepsand other battery power vehicle).

Personal Injury Coverage. Ever gotten into an argument withsomeone and called them something in public not exactlysuitable for printing? What about the neighborhood rumormill, ever passed along a juicy piece of information withoutfirst checking the facts? These are examples of “personalinjury” as defined in insurance terms. Libel, slander anddefamation of character are the best known of the personalinjury offenses.

The Internet has upped the ante on the need for personalinjury protection. Posting an opinion to a Web site, bloggingabout an individual or business or simply forwarding adamaging email could result in a personal injury suit. Theproblem is personal injury is not covered in the unendorsedhomeowners’ policy. An endorsement is required to gain theneeded protection.

Personal injury protection is garnered by attachment of theHO 24 82 (or equivalent state-specific or proprietary)endorsement. Coverage is not limited to libel, slander anddefamation of character, but is also extended to any offensecommonly considered personal injury (in insurance terms)including: invasion of privacy, wrongful entry into or wrongfuleviction from a premises (all three could be useful if the

C

Once the Barbie Jeep

leaves the insured location,

liability protection ceases.

insured is a lessor or landlord),false arrest, false imprisonmentor malicious prosecution.

How important is personalinjury protection? In January2008, a real estate developersued a blogger for $25 millionbecause of something he saidon his blog.

People seem to be easilyoffended and more than willingto air their “hurt” feelings incourt; most clients will readilyadmit this to be true. Simplypointing out this obvious, yet notcovered loss exposure along withits easy fix can win a new client.

__________________________

Any insureds that depend ona sump pump to keep theirbasement living areas dryhave a specific exposureto an excluded hazard.

__________________________

Water Backup from Sewers orDrains/Sump Discharge orOverflow. Most insureds assumethat damage caused by waterbacking up in a drain or causedby the breakdown of a sumppump is covered by the“standard” homeowners’ policy;and they are upset when theyfind otherwise — usually whenit’s too late.

My neighbor woke one morningto find that his downstairs guestbath had backed up during thenight, spilling out into the hall— ruining several square feet ofhardwood and some furniture.Seeing the devastation from the

top of the stairs, my neighbortore down the stairs, slippedand slid across the wet floorputting his foot through thedrywall. He wasn’t hurt, but hewas mad when his claim wasdenied under the “WaterDamage” exclusion. Luckily, thereason for the backup wasimproper work done by aplumbing contractor so at leastthere was coverage under thecontractor’s liability policy forthe property damage.

A second class of insuredssubject to the standard waterdamage exclusion is those usingsumps and sump pumps. Anyinsureds that depend on a sumppump to keep their basementliving areas dry have a specificexposure to an excludedhazard. Filling this gap is aseasy as attaching anendorsement. All that isrequired is the attachment ofthe HO 04 95 (or applicablestate-specific form).

Miniature Recreational Vehicles.Insureds with young childrenlikely have a miniaturerecreational vehicle or two ofsome kind; a “Barbie Jeep” orsome other battery-poweredvehicle used to cruise thebackyard, and sometimes thestreet, with their friends. Both ofmy daughters have them as doall the kids with whom theyplay; it’s fun watching themrace and play, until they turnthem into bumper cars.

As long as the insured’s childrenare on the “insured location” (asdefined by the policy), liabilitycoverage is extended from the

homeowners’ policy for anybodily injury or propertydamage the kids cause.However, once the Barbie Jeepleaves the insured location,liability protection ceases.Exclusion “A.2.d.” of InsuranceServices Office’s (ISO’s)homeowners’ policy specificallyexcludes from protection theuse of any self-propelled motorvehicle owned by the insuredwhen it is being operated off theinsured location.

__________________________

Posting an opinion to a Website, blogging about an

individual or business orsimply forwarding a

damaging email could resultin a personal injury suit.

__________________________

Once my daughter leaves ouryard, any injury or damages shecauses with her new battery-powered, three wheel “go-cart”(for lack of a better term) areexcluded. This little vehicleraces along at about 10 miles anhour and could really do somedamage if she ran over theneighbors or their kids. If suedfor these injuries, not to mentionthe parental “emotional distress”suit that would certainlyaccompany it, an unendorsedhomeowners’ policy wouldprovide no protection.

ISO created the HO 24 13(Incidental Low PowerRecreational Motor Vehicle)endorsement for just thisexposure. This endorsement

SALES

[ 14 ]

ClassifiedA D V E R T I S E M E N T S

AGENCY MANAGER

Manage and grow mid-size agency,primarily personal lines, located inSoutheast PA. Equity position witheventual purchase opportunity.Send resume in confidence to:Editor #202, PO Box 2023Mechanicsburg, PA 17055.

SOUTHEAST PAPRODUCERS & AGENCIES

Professional agency since 1926 locatedin Feasterville, Bucks County, Pa.Call for confidential informationand a review of our services.Contact Ray Reinard at(215) 375-8600, Ext. 119.

If you would like to place aClassified Advertisement, simplyfax your ad on company letterheadto (717) 795-8347, and we will takecare of the rest.

alters the homeowners’ policy toextend protection when theseminiature recreational vehiclesare being used off the insuredlocation, subject to a fewconditions. However, thepromulgation and availability ofthe endorsement does notguarantee its use (just like anyendorsement); some carriers donot offer this form, leaving theinsured without the availabilityof protection. Knowing whichcarriers will and will not offerthe endorsement could, itself, bea great selling point and path toa new client.

Exploiting gaps in protectiondemonstrates to the client the

agent’s expertise andprofessionalism; it also buildstrust on the part of theclient.

_________________________

Christopher J. Boggs, CPCU, ARM,ALCM, LPCS, AAI, APA, CWCA

©Insurance Journal, InsuranceJournal.comand MyNewMarkets.com

Primary Agent | January 2010

[ 15 ]

SALES

Producers, beware: The“commodity trap” will spinyou in a constant whirlwindof 90-day bidding cycles.The escape? Identificationof consumer risks andsolutions that show valueand differentiate offerings.

I3 – Issues, implications,interventionsYour best strategy to escape the commodity trap

[ 17 ]

Primary Agent | January 2010

Barney is a 30-year-old producer. He is intelligentand highly motivated. He is technically proficient,having obtained his CIC and ARM designations. Asa former college athlete, Barney has strongcompetitive instincts and a passion to win.

I had the pleasure of meeting Barney at a workshop in Atlantatwo years ago. I was extremely impressed with hisprofessionalism, inquisitive nature and passion for excellence.He made a positive first impression.

Upon returning to my office in Philadelphia after theworkshop, I was pleasantly surprised to receive a phone callfrom Barney. Barney confided in me that he was extremelyfrustrated with the insurance business and consideringleaving the industry. He was tired with competing in the“commodity trap” — the 90-day insurance bidding process.

He stated, “For the first time in my life, I have begun to loseconfidence in myself. I am not used to playing a game whereI have so little impact on the outcome. I do not like to lose.”

Understanding the commodity trapBarney was fighting an uphill battle against commoditization.Commoditization occurs when the consumer perceives littleor no distinguishable difference between products, servicesand resources. When this happens, price becomes theprimary differentiator.

Picture commoditization as a disease that eats away at yourknowledge, wisdom and professionalism. It is so cruel anddebilitating that it strips away the value proposition of themost seasoned producer — his or her professional purpose forexistence — to a number. Barney’s condition was exacerbateddue to the fact that he was playing the majority of his gamewithin the 90-day bidding cycle.

Barney gave me his stats. He had been a producer for fouryears. His new business “hit ratio” was 25 percent, and hewas averaging $50,000 in new business revenue per year. Hisbook consisted of 35 clients with revenues totaling $200,000.

Barney dejectedly stated, “I feel like I’m spinning my wheels.Just when I win a new piece of business, it feels like I’mcompeting to keep one. One comes in the front door; one triesto go out the back door. Although my retention is 90 percent,about 40 percent of my accounts go to market each year.”Barney rarely got referrals and put in 60 to 70 hours per week.His work/life balance was going to be an issue as he had achild on the way. He made $60,000 per year.

Overcoming consumers’ perception trapMy first inclination was to help Barney calm down. I had tomake him realize that he was not to blame. He was simplycaught in the “commodity trap” and fighting through theconsumer’s “perception trap.” His anger, frustration and loss

B

Commoditization occurs when

the consumer perceives little or

no distinguishable difference

between products, services and

resources. When this happens,

price becomes the primary

differentiator.

____________________________

The treatment forcommoditization can

be aided when we realizethat we sell intangible

products. The less tangible,the more powerfully andpersistently the judgmentabout a product can beshaped by packaging.

____________________________

of confidence were typicalreactions to the outcome ofcommoditization. A dose ofreality put Barney at ease.I asked him to ponder threesimple but powerful questionsand call me back in a week.The questions were:

� To what degree does themiddle-market consumerhave the time and ability toidentify exposures? (0 lowto 5 high)

� To what degree does thetypical insurance agentor broker assist his or herclient with exposureidentification? (0 low to5 high)

� To what degree does themiddle-market consumerenjoy the traditionalinsurance bidding process?(0 low to 5 high)

I also gave Barney a study byHuthwaite, the acknowledgedthought leader in the salesperformance industry.Huthwaite viewed more than35,000 sales transactions over a12-year period and determinedthat the consumer was willingto pay a premium, redefine thebuyer/ seller relationship, erectbarriers to the seller’scompetitors and establish theseller as a trusted advisor whentwo primary activities occur:

� Seller reveals to the buyeran unrecognized problem,and

� Seller establishes for thebuyer an unanticipatedsolution.

Moving beyond the biddinggameBarney called back a week later.I was amazed by the excitementin his voice. His disposition hadchanged dramatically.

He said, “I get it! I must stopplaying the 90-day biddinggame. The three questions yougave me last week made merealize that I need a process toenable my clients to identify riskissues with solutions outside theboundary of the insurancetransaction. If this can beaccomplished, I will be playinga different game than mycompetitors.” Barney hadfigured it out.

Over the next month, Barneyworked feverishly andenthusiastically to design adifferentiated process focusedon the identification,measurement and mitigation ofrisk. I gave him a formulaentitled I3. The I3 process stoodfor issues, implications andinterventions. Barney was onhis way to creating a systemthat would dramatically improvehis professional image, incomeand work/life balance. Barneynow had a renewed purposeand passion for the business.

The next year showed amazingresults for Barney: His careertook off, and he did $200,000 inrevenue the first year he usedthe I3 system. Other indicatorsalso showed dramaticimprovement including, but notlimited to, new business hitratio, retention and outsidecompetition on key accounts.He now receives three to fivereferrals per week. I am pleasedto report that Barney has ahandle on commoditization. Heloves the business and plans toremain in our industry for yearsto come. Oh, and by the way, hehad a baby girl.

Engaging in a reality checkThe treatment forcommoditization can be aidedwhen we realize that we sellintangible products. The lesstangible, the more powerfullyand persistently the judgmentabout a product can be shapedby packaging. It is essential thatthe package is positioned in away to force the consumer tochange his or her perceptionabout it. To determine if youhave been commoditized, Iencourage you to see if thefollowing five statements relateto you:

� I seem to be losing mypassion for the insurancebusiness.

� I cannot seem to changethe consumer’s perceptionof me.

� I often get angry andfrustrated with the 90-daybidding process.

SALES

[ 18 ]

© 2007 Addis Intellectual Capital, LLC.All Rights Reserved.

� The consumer does not seeme as a trusted advisor likehis or her CPA, attorney orbanker.

� The insurance transaction isgetting in the way of myability to learn thecustomer’s business andits “issues.”

If you are commoditized, take afew moments to consider thelessons learned by Barney.Barney was able to escape the“commodity trap” when herealized that:

� The consumer perceivedhim as a commodity.

� The consumer does not likebuying insurance.

� The middle-marketconsumer needs helpidentifying exposures.

� His competition is notadequately helping themiddle-market consumer toperform exposureidentification.

I3 – Issues, implications,interventions. This may be yourbest and most powerful weaponto escape commoditization.

__________________________

The author, Scott Addis, is thepresident and CEO of The AddisGroup and Addis IntellectualCapital, LLC (AIC). AIC is acoaching and consulting companywith the purpose of transformingthe process that insurance agents,brokers and carriers use whenworking with clients. Scott is arecognized industry leader whohas been named Inc. Magazine’s“Entrepreneur of the Year” as well

as one of the 25 Most InnovativeAgents in America. To learn moreabout the I3 system, contact Scottat saddis@beyondinsurance.com,(610) 945-1019 orwww.beyondinsurance.com.

[ 19 ]

Want more Addis advice?Scott Addis, author of “I3 – Issues,implications, interventions,” will serve askeynote speaker at the DelawareAssociation of Insurance Agents &Brokers 2010 Convention.

Save the date: June 8-10 inRehoboth, Del.

G R O U P1844

MI N E R V A

CUM

BER

LAND INSUR

AN

CE

STRONG RELATIONSHIPSPRODUCE RESULTS

Contact Cheryl Oswald at:610-857-9900, ext. 3117 orcoswald@cumberlandgroup.com

There is no bettertime to become partof The CumberlandInsurance GroupTeam. We are nowappointing agents inCentral Pennsylvania.

Commercial and Personal LinesCompetitive CommissionsExceptional Customer ServiceFinancial StrengthExperienced UnderwritersMarketing Support

Celebrating 165 years of service ◆ 1844 - 2009

Primary Agent | January 2010

ANGELYN S TREUTELCPA

Angelyn Treutel is treasurer, vice

president and chief information

officer of Treutel Insurance

Agency, as well as chair of the

Agents Council for Technology

(ACT). Angelyn can be reached

at angelyn@treutel.com.

ACT is part of the Independent

Insurance Agents & Brokers

of America, and its Web site

can be found at

www.independentagent.com/act.

For more information about

ACT, contact Jeff Yates, ACT

Executive Director at

jeff.yates@iiaba.net. This article

reflects the views of the author

and should not be construed as

an official statement by ACT.

Primary Agent | January 2010 TechnologyU P D A T E

[ 20 ]

Everywhere you go, everyoneis talking about socialnetworking. What is goingon and what can it do foryour agency?

Benefiting from socialnetworksSocial networking saves youmoney. As agents, we have areputation for being ratherfrugal. Most of the toolsavailable for social networkingare free. All you have to do is

invest a little of your time orenlist the help of anenthusiastic agency co-worker.

With social networking, agentscan reduce the cost of usingprint advertising: no morenewspaper ads, phone bookads and painting on aroadside bench. The marketreach is phenomenal. Thinkabout how many people reada newspaper in your hometown — in my town it is

around 10,000. Then checkhow many people in yourarea use Facebook — in myarea it is 67,000.

Networking todaySocial networking is merely anextension of how agents haveconducted business in thepast. The successful agent ofyesterday invested in astorefront and usedcommunity networks todevelop referrals and

TOOLS FOR THE SUCCESSFUL AGENTOF TOMORROW

[ 21 ]

prospects. Printed advertising aboundedin newspapers, magazines and phonebooks. Business cards were used as acalling card and a convenient way toremind prospects how to contact youon the office phone. Agents used printmedia to emphasize their expertiseand encourage clients to visit them inthe office.

Wow, how times have changed.

Today’s consumers want convenienceand everything at their fingertips.Successful agents are reaping thebenefits of having an integrated Website which presents an outward face tothe online consumer. This extends thebrick-and-mortar storefront and reachesout into the Internet marketplace.

Using online profile pages likeFacebook (www.facebook.com),Google (www.google.com.profiles)and MerchantCircle(www.merchantcircle.com) helpsdrive consumers to your agencyWeb site for a broader reach at anytime of the day or week. Agents areable to provide more convenience totheir clients and prospects by usingcustomer portals, e-mail, textmessaging and mobile phones.

The concept of networking may have shifted from being exclusivelyface-to-face to one of cyber-connections, but networking issomething that all agents are verycomfortable with, because agents aregood at building relationships.

Social networking allows you to connectwith more contacts than would behumanly possible to meet in person.Plus, the connections increaseexponentially with the ease of onlinereferrals from one of your connectionsto all of their connections. And, frankly,many modern consumers distrust printmedia when they are researchingproducts. They prefer to obtain the

opinion of a trusted peer group or fromtheir own connections/friends. Withsocial networking, agents have moreopportunity to showcase themselves asa consumer advocate.

Measuring successDon’t let the desire to measure ROI stopyou from getting started. There aremany ways to measure the success ofembracing social media.

Using a free tool like Google-Analytics(www.google.com/analytics) allows youto measure easily the impact of yourWeb site and your online advertisingcampaigns. The tool tracks site usage,which pages are viewed, how muchtime viewers spend on each page,which search engines or other siteswere used to find your agency, whichkeywords were used to locate yoursite and more.

Tools like Web site Grader (www.Websitegrader.com) are available toevaluate objectively the effectiveness ofyour site and provide you withconstructive ways to make it better.

Implementing Web 2.0Relevant and fresh content on youragency Web site is critical, and the morepartner sites that link to your agencysite, the better.

Sign up for local search on Google(www.google.com/local/add) and Yahoo(http://edit2.ls.sp2.yahoo.com/csubmit/).Have your site listed by local partnersand organizations like your localChamber or church or business club.Keep your Web site interesting for yourclients and prospects. Consider usingRSS feeds (automatic feeds of freshnews and content from another Website) and add a blog on interestingconsumer and community topics.

To leverage the time commitmentrequired to maintain your socialnetworking presence, you may want to

consider a rotation schedule to tie all ofyour efforts together. On somefrequency, update Facebook to sharetips, use LinkedIn to keep up withreading, topics, trips and professionalnetworking, and use Twitter tocommunicate pertinent updates. Usee-mail for sending out newsletters, andoffer chat/text messaging capability.Each week, update your blog to addinteresting stories and consumer tips.At least monthly, update your Web siteto include news and events, and be sureto link to all of your social network sitesto your Web site to complete the cycle.

Making it happenSocial networking and marketing putmore tools in your toolbox and give youa broader market reach for very littleexpense. Use your Web site tosupplement your physical office.Analyze your Web site traffic and makeupgrades to improve your close ratio.Use social networking as your virtualbusiness card to expand yourcommunity outreach, enhance yournetworking presence, get moreprospects and turn them into clients.

What do you mean you haven’t startedusing social networking to make youragency better? You need to jump rightin. Ready … set … go!

Cumberland Insurance Group . . . . . . . . . . . . .19

IA&B Partners Program . . . . . . . . . . . . . . . . . . . .1

IA&B Series Ads . . . . . . . . . . . . . . . . . . . .IFC, IBC

Insurance Innovators Inc . . . . . . . . . . . . . . . . . .3

Interstate Insurance Mngmnt. . . . . . . . . . . . .OBC

Knightbrook . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

LIG Insurance Co Ltd . . . . . . . . . . . . . . . . . . . .IFC

Merchants Insurance Group . . . . . . . . . . . . . . . .3

Millers Mutual Group . . . . . . . . . . . . . . . . . . . .11

Penn National Insurance . . . . . . . . . . . . . . . . .15

Preferred Property Program . . . . . . . . . . . . . . . .9

Ad Index

SALES

New IA&B memberNichole Leibenspergerfound the association’s RLI personal umbrellapolicy appealing, and within a matter of months,she became theassociation’s highest policy-count producer.

New member profile:Chasing a dream withIA&B’s Market OptionProgram

[ 23 ]

Primary Agent | January 2010

Nichole Leibensperger found her way intothe insurance industry as many people do.By accident.

“Insurance chooses you,” she quips.

She was between jobs and questioning if Corporate Americareally called to her when an acquaintance told her about afront-office position with an independent agency. She decidedto give it a shot, and within a month the self-describedoverachiever earned her license.

“Betsy [Tribendis] studied with me after class in the hotel,” saysLeibensperger of her IA&B licensing-preparation instructor,“and then I studied every morning from 4-6 a.m.”

Leibensperger’s determination paid off: She passed thePennsylvania exam and began selling, and within no time shebuilt a strong book of business. After a few years of “makingsomeone else a lot of money,” she decided to hang out her ownshingle. And so Chase Insurance Associates – aptly named inrecognition of Leibensperger chasing her dream – in SinkingSpring, Pa. was born.

Running with RLIHer positive experience with IA&B’s licensing-study course ledLeibensperger to the association when she opened her agency.She immediately became a member, purchasing E&O coveragethrough IA&B and sending her staff to the association’s licensing-preparation course … taught by Betsy Tribendis, of course.

_________________________________________________________

“The RLI rates are fabulous,and the product is great.”

_________________________________________________________

Then Leibensperger took advantage of IA&B members’ accessto RLI Personal Umbrella, part of the Market Option Program.Sales took off, and within a matter of months, she became theassociation’s highest policy-count producer.

“The RLI rates are fabulous, and the product is great,” she says.Leibensperger also touts the product’s stand-alone aspect —which allows insureds to maintain their homeowners’ and autocoverage with their current carrier(s) — and its ability to insuremultiple investment properties.*

N ABOUT IA&B’S MARKETOPTION PROGRAM

IA&B offers members access toRLI personal umbrella and homebusiness insurance through itsMarket Option Program.

Personal umbrella highlights:

� Stand-alone policies

� Liability limits up to$5 million

� Broad underwritingguidelines

� Self-underwritingapplication

Home business highlights:

� Stand-alone policies

� General liability coverageup to $1,000,000

� Business personal-propertyprotection (home andtemporarily off-premises)

� Loss-of-business incomeprotection up to 12 months

� Medical payments up to$5,000 per customerinjured on premises

In the fall of 2009, RLI launchedPUP Special with expandedunderwriting criteria. For moreinformation, visit iabgroup.comor contact IA&B’s MemberService Center at(800) 998-9644, option 0.

Chase Insurance Associates haszoned in on real estateinvestment clients, and RLI —along with IA&B service — haveproved an ideal match.

“The staff has been excellent,and the product sells itself,”shares Leibensperger.“Whenever I had questions,the knowledgeable staff wasthere with an answer.”

Giving credit“Business has exploded,” saysLeibensperger. She credits herstaff, customer service and thecompanies — such as RLI —with which she writes business.But it’s obvious that herambition and outlook play a bigrole, too.

“While we work hard forwhat we have, I believe we’reall given gifts,” she says,motioning to her office. “It’sall about taking care ofthose gifts.”

SALES

“Ugly” smile insured for$10 million

Heidi Klum’s legs. Keith Richards’ left-hand middlefinger. Santa’s beard. And now, seemingly oxymoronic,… drum roll, please … Ugly Betty’s smile.

Aquafresh White Trays recently insured AmericaFerrara’s smile for $10 million.The lead actress on the “UglyBetty” sitcom, Ferrara signed asspokeswoman for the company’sSmiles for Success program,which underwrites dental workfor needy women.

Lloyd’s of London wrote thepolicy.

Sources: Insurance Journal,PRNewswire

--------------------------------------------------------------------------------------------------The Last & Least column is dedicated to the industry’soddities — from creative claims and kooky coverages,to (tasteful) jokes and strange stories.

Submit yours to iab@iabgroup.com, subject line:Last & Least. The editor will happily protect sources’anonymity upon request.

[ 24 ]

*In October, RLI expanded itsunderwriting offerings to include upto 10 properties via its new PUPSpecial program.

IA&B Wishes You aProsperous New Year