..:: Insurance News & Views ::..

I I A B A N E W S
Big "I" Presents ACSR Scholarships

The Big "I" presented scholarships to four Big "I" and NAIW (International) members at the 65th Annual NAIW (International) Convention in Orlando, Fla. on June 2. The Accredited Customer Service Representative program is a national industry certification program for the training of personal, commercial and life-health representatives. Developed by the Big "I" and AICPCU/IIA, this program provides intermediate level training in all aspects of agency operations, account development, E&O and technical insurance coverages. In order to meet the needs of today’s busy insurance professional, the designation is available online via the Big "I" Virtual University, classroom and self-study. NAIW (International) is dedicated to the professional development of its members and the insurance and risk management industries through innovative educational programs and meetings offered at the local, state, regional and national levels. The scholarships allow the recipients to take ACSR personal, commercial or life-health classes to earn their designation. The winners are:

· Laura Elizabeth Jones of Sky Insurance Ashtabula (Ohio), who has been in the industry for three years and is working toward her first insurance designation. Jones was highly recommended by the senior staff at Sky Insurance.

· Kaye Mecca of Town and Country Insurance Agency (Virginia), who understands the importance of education and how it impacts servicing clients. Mecca is a past recipient of the Insurance Woman of the Year Award presented by her local association.

· Angela Polk of Bottrell Insurance Agency (Mississippi), who serves as an account manager II and was previously nominated for the 2005 Rookie of the Year Award.

· Jennifer Scarberry of Goldsmith-Theodore Insurance Agency (South Carolina), who has attended numerous education classes and received several Charleston Association of Insurance Professional of the Year Awards.

"The problem lies between the keyboard and the chair."
---Noted by a computer help line adviser in a call report

Technology can be a huge asset, if you know how to use it efficiently. If you spend more time trying to figure out your computer than using the programs, take some time to visit the Big "I" Virtual University today to find a solution to help you develop the right skills and knowledge to succeed. In today’s competitive marketplace, it is more important than ever to have a variety of skill sets in your toolbox. The Big "I" Virtual University has tools that will fit your individual needs. Through an exclusive arrangement with SkillSoft, a premier provider of e-learning, you can instantly access training anywhere anytime. Agencies of every size need desktop computer skills as a basic building block of success. SkillSoft’s Desktop Courseware Collection provides an array of courses to meet your needs. Microsoft Office content teaches the features and navigation of the most popular and recent suite of office applications. The curricula covers the full suite of Microsoft Office versions and applications:

· Microsoft Word courses range from teaching the basics of getting started to advanced skills of using tables, charts and graphs.

· Microsoft Excel courses provide an introduction to the core concepts in how to create a spreadsheet to more advance skills such as creating formulas and charts.

· Microsoft PowerPoint courses teach how to create powerful presentations including slide layout and inserting all types of visuals.

The Big "I" Virtual University has more than 40 desktop computer skills courses that can help you succeed. To increase your competitive advantage, add to your toolbox today. For more information about how the Big "I" Virtual University online classes can help everyone in your agency, contact Madelyn Flannagan at 800-221-7917; madelyn.flannagan@iiaba.net

B E S T P R A C T I C E S
Define Your Agency with Superb Customer Service

Today, most agencies focus on increasing sales and enhancing agency value. As a result, offering great customer service sometimes can be overlooked. Many industry studies show that customer service is the third most important factor influencing a purchasing decision, ranking after confidence and quality. But sales won’t matter if customers are lost due to poor customer service. In an industry of community-based businesses where word of mouth is crucial to success, reports of poor customer service travel quickly and can do great damage.

What defines excellent customer service? Make sure everyone in your organization understands your customers’ needs and are able to address them while exceeding expectations. Everyone needs to be prepared for the first time a customer or prospect initiates contact. Offering great customer service isn’t limited to just your customer service team. Make delivering excellent service an agency-wide priority today.

With the Best Practice guide "Customer Service Made Simple," it’s easy to make superior customer service an ongoing opportunity for growth in your agency. This guide provides great assessments of the opportunities available to ensure that your agency successfully implements a consistent culture of service. Order a copy of this simple workbook for all the service personnel in your office and see how providing great service can add to your bottom line in many ways. Order five or more copies by July 1 for only $10 each---60 % off the single copy price. Click here to download your discounted order form.

A new commercial auto package is now available on Big "I" Markets, the online market access program available exclusively to Big "I" members. Offered by Standard Lines Brokerage, the same MGA writing the commercial package program announced last week, the commercial auto package is available in all states and will consider all commercially owned autos except these ineligible risks: livery, extra heavy vehicles, tow trucks, day care, adult care and hard-to-place risks due to loss experience or poor driving records. Commercial auto markets may not be too difficult to come by, but for those needing a market, the partnership with Standard Lines Brokerage makes it possible to offer this in conjunction with the commercial package market. Click here to access this product.

Need a Commercial Umbrella?

In Big "I" Markets’ last market access needs survey, commercial umbrella was the 12th most requested market out of 134 markets surveyed. We are in conversations with a major carrier to make this market available, but we would like to better understand the precise nature of the need you have for this market. Please take a moment to complete a quick survey that deals exclusively with commercial umbrella. Click here to take the survey and help us bring you the commercial umbrella you need.

B I G “ I ” F L O O D P R O G R A M^SMMember Agencies and Company Partners Receive Flood Awards

Several NFIP partners received recognition for activities undertaken during Fiscal Year 2005 at the National Flood Conference held last month in Philadelphia. Three insurance agencies are honored each year with the Agency of the Year award for displaying innovative marketing strategies, increasing their flood portfolios and actively promoting flood awareness. This year’s awards were presented to Warren Barhorst Agency, Texas; IKM Insurance Agency, NewJersey; and the John O. Bronson Agency, California. IKM Insurance Agency and John O. Bronson Agency are Trusted Choice® member agencies.

Deborah Brant, IKM Insurance Agency’s office manager, believes that its overall increase in flood production, the high retention level it works toward (transfer of policies from one property owner to another) and the selling of excess flood along with its coastal location contributed to the win. IKM knows its clients’ property and is flood smart. When its flood book transferred due to a buy-out from one Write-Your-Own carrier (WYO) to another, it performed an underwriting review of the book of business. The book had been written properly and, when possible, had used risk management as a means of reducing premiums for the clients. IKM believes in providing the best advice to the property owner on coverage as well as floodplain risk management. Fidelity National recommended IKM Insurance Agency for the award. Click here to learn more about IKM.

The John O. Bronson Agency of Sacramento is located behind levees along the American and Sacramento Rivers, sitting at a depth of 10 feet below the levee. This alone is disconcerting to Paul Bystrowski, CEO and president-elect of IBA West, who recognizes the need for flood insurance and disaster planning, drawing an analogy between their situation and New Orleans. Bystrowski’s concern is not only for the agency, but for their clients as well. The new levee changed the trade area to a low to moderate flood zone, but the agency understands the need for flood insurance and worked hard on public awareness and advertising to get the word out that floods can happen anywhere at anytime. The agency also took advantage of the FEMA FloodSmart Co-op Agent Program, receiving help in message and reimbursement of costs for a direct mailing to 55,000 households based on ZIP code. It was able to maintain an 86% retention rate in an area where mortgages no longer require flood insurance. Irene Sabourin, VP personal lines, continues to check the flood zone on all new homeowners or property written by the agency and offers appropriate flood coverage. Fidelity National nominated the John O. Bronson Agency for the award.

Selective Insurance Company of America, the Big "I" Advantage Flood Program’s endorsed Write-Your-Own carrier since 2001, was presented with two awards for policy growth during the ceremony. The Administrator’s Club Award is bestowed upon the WYO with the highest percentage of policy growth amongst its peer group with the NFIP. Selective’s 9.1% growth percentage among companies in the 100,000-plus policy category won out over other carriers in the group such as State Farm, Allstate, Nationwide, Fidelity Property & Casualty, Hartford, Travelers and USAA. Selective has won this award three times in the last five years. Selective also received the Administrator’s Quill Award, which recognizes the WYO with the highest number of new policies countrywide with overall growth, excluding rewritten policies. There are 88 companies in NFIP’s WYO program.

Big "I" Advantage Flood Program operating as a managing general agent is the largest agency for Selective Insurance - Flood Operations with the help of more than 2,600 Big "I" member agencies participating in our flood program. Click hereto learn more about the flood program, or contact Linda Mackey at 800-221-7917; linda.mackey@iiaba.net

I N V E S T
InVEST Awards Student Scholarships; Announces Teacher, Volunteer Winners

InVEST, the only education program that strengthens the insurance industry by developing a large pool of qualified recruits, awarded more than $42,000 in scholarships to a select group of 34 high school and community college graduates who are pursuing insurance-related degrees. InVEST also named its 2006 Teacher of the Year and Dach Award winners. The Teacher of the Year award is given to a teacher who has made substantial contributions to his or her InVEST students. This year’s winner is Deborah Krieger of Murry Bergtraum High School in New York, N.Y. She received $500 for use in her InVEST classroom, as well as $500 for personal use. The annual Dach Award heralds a volunteer for involvement in fostering the growth and development of InVEST programs. The award is named in memory of the program’s founder, Stephen Dach, and each winner will receive a $500 cash prize to use in his or her InVEST classroom. This year’s agent-volunteer winners are Lindsey Shank with BB&T-Iler Wall & Shonter Insurance, St. Petersburg, Fla.; and Bob Betters of Watson Insurance Agency Inc., Gastonia, N.C. This year’s company-volunteer winner is Bob Baxter, CEO and general manager of Dryden Mutual Insurance Co., Dryden, N.Y.

Scholarship prospects submitted essays describing the influence and benefits InVEST had on their educational plans. The quality of the essay, combined with the applicant’s grade point average, extracurricular activities and college entrance exam scores, were factors in selecting the winners. Scholarship checks are mailed directly to the institute of higher learning that each student is attending and will be used exclusively for educational expenses.

Recipients of $2,000 scholarships are Amanda Viele of Grossmont College, El Cajon, Calif.; Amber Durfee of Trumansburg High School, Trumansburg, N.Y.; Ashley Malagian, Jenna VanWinkle, Samuel Gardner, Stephen Kerkhof, Thomas Perry and Elizabeth Colina of William R. Boone High School, Orlando; Mary Butler, Ashton Pina, Catherine Herrera, Kenson Bertrand and Christina Kepner of Dr. Phillips High School, Orlando; Johnny Anderson of St. Petersburg Catholic High School, St. Petersburg Beach, Fla.; and Ying Bin Dong of Murry Bergtraum High School in New York, N.Y.

The recipients of $1,000 scholarships are Sueann Farquharson of East Hartford High School, East Hartford, Conn.; Saad Siddiqui of Dr. Phillips High School, Orlando; Leslie Smith of Grossmont College, El Cajon, Calif.; and Laura Kelly and Kaitlin Pechin of William R. Boone High School, Orlando.

Recipients of $500 honorable-mention scholarships are Ashley Sloope of Terry Parker High School, Jacksonville, Fla.; Ashley Golden of Trumansburg High School, Trumansburg, N.Y.; Carolyn Miller of Groton Central High School, Groton, N.Y.; Corinne Smith of Samuel W. Wolfson High School, Jacksonville, Fla.; Destiny Rivers of Jones High School, Orlando; Diwani Augustine of East Hartford High School, East Hartford, Conn.; Jason Mix of Dryden Central School, Dryden, N.Y.; Jennifer McFadden of Miami Sunset Senior High, Miami-Dade, Fla.; Jeramee Conde of Bloomfield High School, Bloomfield, Conn.; Leticia Gonzalez-Estefani of Barbara Goleman High School, Miami Lakes, Fla.; Matthew Radding of Charlotte Catholic High School, Charlotte, N.C.; Omar Estrada of James Monroe High School, North Hills, Calif.; Sheri Philmon of Edgewater High School, Orlando; and Yesenia Rolan of Timber Creek High School, Orlando.

The 2006 Young Agents Leadership Institute will take place Sept. 8 through 10 at the Hilton New Orleans Riverside. This exciting event features distinct breakout sessions focusing on membership development, communications and political involvement. Attendees will also gain insight into the latest technology trends, network with peers and Big "I" leaders, learn new strategies for agency management and develop valuable professional and personal contacts. The Young Agent Committee awards will also be announced. The Young Agent party will be held on Bourbon Street on Saturday, Sept. 9, with all the New Orleans flair. Don’t let this opportunity pass you by. For more information, contact Katie Cosgrove at 800-221-7917; katie.cosgrove@iiaba.net.