INTHISISSUE:_____________

How to avoid thecostly revolving door

What an agency owesits producers

DELAWARE

G20100_C1s_June2011Primary 5/19/11 3:50 PM Page 1

I’m celebrating our 100th year by planning for our next 100 years. Chad Veach, Engineering Services SupervisorToday we’re expanding the use of new technologies to identify risks and train workers on how to avoid them. Tomorrow it could be the use of nanotechnology needing monitoring in the workplace or the development of smart systems to better match employees with their responsibilities. EMC Insurance Companies is committed to investing in the necessary resources to achieve our vision of being the best in loss control—today, tomorrow and in the future.

Valley Forge Service Branch: 800.333.3622 | Home Office: Des Moines, IA www.emcins.com© Copyright Employers Mutual Casualty Company 2011 All rights reserved

I’m celebrating our 100th year by planning for our next 100 years.

Chad Veach, Engineering Services Supervisor

Today we’re expanding the use of new technologies to identify risks and train workers on how to avoid them. Tomorrow it could be the use of nanotechnology needing monitoring in the workplace or the development of smart systems to better match employees with their responsibilities. EMC Insurance Companies is committed to investing in the necessary resources to achieve our vision of being the best in loss control—today, tomorrow and in the future.

Valley Forge Service Branch: 800.333.3622 | Home Office: Des Moines, IA www.emcins.com

© Copyright Employers Mutual Casualty Company 2011 All rights reserved

G20100_C2-C3-C4_Comp_Layout 1 5/19/11 3:44 PM Page 1

“No bond, no job. No job,no commission.”

We know times in the construction business are tough andthat even the best of clientsare having problems. That’swhy when your client needs abond Commonwealth Surety should bethe first call you make. With our “A” Rated Treasury Listed bonds wecan provide the bond you never thought you could get. Why shoparound, get buried with paperwork and hear excuses? If we can’t writethe bond nobody can! We specialize in bonding those “less than perfect” clients, without cash collateral or Letters of Credit, and we’ll getyou that “YES” that you want to hear in 24 hours or less. We’ve beenwriting bonds for small and midsized companies for over 20 years. No bond is too big or too small. And by the way, we’ll even write thatbond for your perfect clients. Call now and get results not excuses.TOLL FREE: 1-800-886-7760FAX TOLL FREE: 1-800-566-7761The place for the hard-to-place Bonds

“No bond, no job. No job,no commission.”

We know times in the construction business are tough andthat even the best of clientsare having problems. That’swhy when your client needs abond Commonwealth Surety should bethe first call you make. With our “A” Rated Treasury Listed bonds wecan provide the bond you never thought you could get. Why shoparound, get buried with paperwork and hear excuses? If we can’t writethe bond nobody can! We specialize in bonding those “less than perfect” clients, without cash collateral or Letters of Credit, and we’ll getyou that “YES” that you want to hear in 24 hours or less. We’ve beenwriting bonds for small and midsized companies for over 20 years. No bond is too big or too small. And by the way, we’ll even write thatbond for your perfect clients. Call now and get results not excuses.TOLL FREE: 1-800-886-7760FAX TOLL FREE: 1-800-566-7761

The place for the hard-to-place Bonds

G20100_01-09_June2011 5/19/11 5:25 PM Page 1

How to avoid the costly revolving door: Finding, managingand keeping the right producersProducers: An agency needs them to survive. But to thrive, an agency needsproducers with the right skill sets – and needs to manage those producerscorrectly. In this feature article, Al Diamond shares his lessons learned.

Page 10

What does an agency owe its producers?Producer productivity can make or break an agency. And improving it requiresintrospection and tough decisions. Here, agency consultant Chris Burand takesa step back and offers a fresh perspective for moving forward.

Page 18

10

18

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

Copyright 2011. All rights reserved. No material may be reproduced in whole or in part without written consent of 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 EditorMechanicsburg, PA 17055-0763Phone (800) 998-9644 or (717) 795-9100 Fax (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 # 2011-6) is published monthly by IA&B Service Group Inc., a subsidiary of IA&B.

3 Glance at Events4 Chair of the Board’s Message5 Member FAQ6 State News8 Coverage Corner

17 IA&B Partners21 Technology Update24 Advertisers Index24 Classified Ads24 Last & Least

In every issueMission Statement

Primary Agent delivers ideas to help InsuranceAgents & Brokers’ members negotiate their uniqueposition as guardians of trust between insuranceconsumers and companies while facing thechallenges of maintaining a small business. PrimaryAgent also supports IA&B’s mission to preserve andadvocate the American Agency System.

Get social with IA&B

G20100_01-09_June2011 5/19/11 5:25 PM Page 2

Date Topic Location

6-9 CIC: Commercial Casualty Institute Lancaster, Pa.

7 Dynamics of Service Philadelphia, Pa.

7-9 DAIAB Convention Rehoboth Beach, Del.

P&C Licensing Study Course Mechanicsburg, Pa.

15 CISR: Commercial Property Course Pittsburgh, Pa.

CISR: Agency Operations Course Lehigh Valley, Pa.

15-17 James K. Ruble Graduate Seminar Annapolis, Md.

16 CISR: Commercial Property Course Lancaster, Pa.

28 Social Media Boot Camp Pittsburgh, Pa.

CISR: Commercial Property Course Philadelphia, Pa.

29 CISR: Commercial Casualty Course York, Pa.

30 William T. Hold Seminar Baltimore, Md.

Glance at EventsJ U N E C A L E N D A R

[ 3 ]

Child Care & Nursery School

Tri-State General Insurance Agency1-800-556-7894

We write More than “Trucking” - Visit us at www.tsgia.com Maryland * Pennsylvania * Delaware * DC * Virginia * New Jersey

Sheri Nelson x237 SNelson@tsgia.com Beverly Pusey x 230 BPusey@tsgia.com

Property/Casualty Underwriter Business Auto UnderwriterProfessional Liability at no additional charge Child Molestation & Abuse with no deductible Employees, including Directors, as insureds under molestation and abuse coverage Defense cost reimbursement for molestation and abuse coverage for facility owner Non Owned and Hired Auto Coverages Coverage for children with special needs or ‘drop-in’ centers Coverage for facilities with pets and field trips Value Plus Endorsement for special property form including signs, money, employee dishonesty etc. Coverage for extended hour and overnight child care facilities

Child Care & Nursery School

Tri-State General Insurance Agency1-800-556-7894

We write More than “Trucking” - Visit us at www.tsgia.com

Maryland * Pennsylvania * Delaware * DC * Virginia * New Jersey

Sheri Nelson x237 SNelson@tsgia.com

Beverly Pusey x 230 BPusey@tsgia.com

Property/Casualty Underwriter

Business Auto Underwriter

Professional Liability at no additional charge Child Molestation & Abuse with no deductible Employees, including Directors, as insureds under molestation and abuse coverage Defense cost reimbursement for molestation and abuse coverage for facility owner Non Owned and Hired Auto Coverages Coverage for children with special needs or ‘drop-in’ centers Coverage for facilities with pets and field trips Value Plus Endorsement for special property form including signs, money, employee dishonesty etc. Coverage for extended hour and overnight child care facilities

G20100_01-09_June2011 5/19/11 5:25 PM Page 3

OfficersDavid Rosenkilde, CIC

Chair of the BoardReisterstown, Md.

Robert B. Hall, CPCU, CLU, ChFC, ARM, ARM-PVice Chair of the BoardWest Chester, Pa.

Kathleen M. Glattly, ChFC, CLU, CPCUImmediate Past Chair of the BoardFactoryville, Pa.

MembersJoyce M. Bailey, CIC, CRM, CPIW

Newark, Del.

Norman F. Basso, CPCUYork, Pa.

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

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

Timothy P. BurrisThompsontown, Pa.

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

N. Lee Dotson, CIC, AAIWilmington, Del.

John L. FrankenfieldTelford, Pa.

G. Greg Gunn, CICLemoyne, Pa.

Diana M. Hornung-Momot, ACSRWilmington, Del.

Jocelyn R. Howard-Sinopoli, CIC, CISRButler, Pa.

Robert S. Klinger, LUTCFGermantown, Md.

Michael F. McGroarty Sr.Pittsburgh, Pa.

Ann Gallen Moll, CICReading, Pa.

Scott C. Rogers, CPIAYork, Pa.

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

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

James M. Watkins*Dover, Del.

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

* IIABA National Director** PIA National Director

Board of Directors

Solving the producer piece of the perpetuation puzzle

The rising average age of the agency workforce should comeas no surprise. (Just take a look around!) Nearly two-thirds ofindustry professionals are over 45 years old.

Regardless, many aging agency owners and principals arenot prepared to perpetuate their firm. A common hindrance?Finding — and keeping — qualified producers to whom topass on a book of business.

IA&B hears you loud and clear. So mark your calendar forOct. 4-5 and plan to attend the association’s annualExecutive Management Conference, where producermanagement will take center stage.

For a preview, read the feature articles on the followingpages and take away tips on finding, managing and keepingthe right producers. Then attend the conference for a morethorough (and hands-on) look at what your agency can do.

Until next time,

Dave

[ 4 ]

David B. Rosenkilde Sr., CIC

Chair of the Board’sM E S S A G E

G20100_01-09_June2011 5/19/11 5:25 PM Page 4

Member FAQ

ANSWER:Let us look at the two questions successively.

Is nuclear included in TRIA terrorisminsurance?Nuclear, biological, chemical and radiological (NBCR) terroristevents were not included in the coverage afforded through thelast TRIA reauthorization (TRIPRA). NBCR was part of theHouse bill, but did not make it in the final version thateventually passed.

A provision was inserted for Congress to study and report onavailability and affordability, outlook and private insurers’ aswell as state workers’ compensation funds’ capacity. The reportwas published in December 2008. Not surprisingly, the reporthighlighted that P&C insurers generally still sought to excludeNBCR coverage from commercial policies, although it wasnoted that the standard nuclear and pollution risks exclusionsmay be subject to challenges in court because they were notspecifically drafted to address terrorist attacks. Workers’compensation, group life and health insurers reportedgenerally providing NBCR coverage because states typically donot allow them to exclude these risks.

Market responseReinsurance market

In 2010, Guy Carpenter also published a report indicating thatmore than 80 percent of reinsurers offer additional terrorismcoverage and two-thirds of those surveyed offer coveragefor NBCR attacks, a marked change in underwriting from2001. While this is reinsurance, it is interesting to see that therenow is availability at the reinsurance level.

Insurance market

It appears there is a small market for standalone NBCR:According to our sources, Hiscox US, Beasley US and CatlinLondon all can provide coverage, sometimes including time-element exposure and denial of access for business interruption.

What is particularly interesting here is that a risk which wasconsidered completely uninsurable by all accounts 10 yearsago (including in testimonies provided to Congress) is nowavailable, and the coverage is not even part of the mandate.While probably limited at this time, it is a start … and a greatdemonstration of what the private can do.

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 can alsofax your question to (717) 795-8347. We look forward toanswering your questions!

QUESTION: I understand nuclear losses are excluded on all insurance policies. If an act of terrorismoccurred damaging a nuclear facility or with a dirty bomb, would the ensuing radiation property damagebe covered if terrorism was purchased, or does TRIA also exclude nuclear? Are there markets available?

G20100_01-09_June2011 5/19/11 5:25 PM Page 5

Primary Agent | June 2011

State NewsMembers score facetime with federallegislatorsDAIAB member agents made theirpresence known on Capitol Hill thisspring. Ten members attended the April13-14 Big “I” Legislative Conference wherethey talked shop with Delaware’scomplete congressional delegation.

Thanks to Travelers’ generoussponsorship, DAIAB held a receptionWednesday evening. The next morningattendees heard House Speaker JohnBoehner’s keynote address and thenheaded out on legislative visits. Membersmet with Rep. John Carney and Sens.Chris Coons and Tom Carper to weigh inon NFIP reauthorization, NARAB IIlegislation, medical loss ratios and the1099 form repeal.

Mark your calendar now for next year’sevent: April 25-26, 2012.

To reach DAIAB,think outside the(P.O.) BoxUpdate your database to ensurecommunication reaches DAIAB. Theassociation eliminated its P.O. Box andchanged its four-digit ZIP code.

New mailing address:5050 Ritter RoadMechanicsburg, PA 17055-4879

Consider politicalcontributions as“career insurance”

How much would you spend to protectyour profession – $50, $500, $1,000?DAIAB government affairs initiatives focuson state legislation and regulations thatimpact independent agents in Delaware.Our influence in Dover is greatlyenhanced when agents throughout thestate speak with a unified voice andsupport agent-friendly state legislatorsthrough AgentPAC of Delaware.

AgentPAC is your state-based politicalaction committee, and all contributionsstay in The First State. Large contributionsare appreciated and come with specialbenefits, but if every licensed agent who isa member of DAIAB gave just $10 for theyear, we would raise nearly $6,000.

As this issue of Primary Agent went topress, we had raised $3,100, 62 percent of our annual fundraising goal.

You insure your property, your health,your life. Consider a contribution toAgentPAC to insure your career.

Read more and contribute atwww.iabgroup.com/AgentPAC.

[ 6 ]

Member agents attend DAIAB’slegislative briefing on Wednesday.

DAIAB hosted a Wednesday-evening reception.

Member agents strike a pose between legislative meetings on

Thursday.

G20100_06-07_DE_June2011 5/23/11 4:19 PM Page 2

Time’s up to adoptlatest ACORD 25Update your agency managementsystem to avoid violations. The latestACORD 25 Certificate of LiabilityInsurance form was released May 2010,which means it should have been inuse by May 31, 2011.

Agencies not using the 05/10 versionshould update their agencymanagement system immediately toaccess it.

Certificates of insurance are a hot topicnationwide. Clients and third partiesoften pressure producers to alter or useoutdated forms. DAIAB recently metwith the Delaware Department ofInsurance to discuss the issue and howthe department could help clarify – torequestors and obliging producers –that the practice is prohibited. Somestates’ insurance commissioners haveissued bulletins outlining therepercussions for complying with therequests; while other states’ legislatureshave passed bills that make it illegal toalter, or request the alteration of, acertificate.

Read more atwww.iabgroup.com/de/certificates .

Who does notneed a producerlicense?To license or not to license. That is thequestion for many agency staff.

The Delaware Code allows a licensingexemption for certain clerical staff,which may include:

w Insurance producers’ employeeswho exclusively performmanagerial, clerical administrativeor similar office duties

w Individuals, if not paid acommission, who obtain andforward information, enrollindividuals, issue certificates undergroup insurance coverage orotherwise assist in administeringgroup plans

DAIAB’s online resource explores which types of clerical tasks are exempt– and offers a warning about duties not specifically listed.

Read more at www.iabgroup.com/de/licensing/producer.

How to weathertomorrow’s stormsThe accuracy of weather forecastingmay be the butt of many jokes, butbeing on the receiving end of MotherNature’s wrath is serious business.Weather Service International,AccuWeather and Colorado StateUniversity are in agreement that 2011has the makings of an active hurricaneseason.

The Atlantic hurricane season runs June1 through November 30, which makesnow an ideal time for Delawareagencies to prepare.

DAIAB’s Emergency and BusinessContinuity Planning Manual –exclusively available to memberagencies – helps agencies prepare for,respond to and recover from anemergency. It includes a Web-basedinput module and customized outputwith timelines, implementationguidelines and recommendations foragencies in crisis. Best yet, it’s stored onDAIAB’s secure network.

Read more atwww.iabgroup.com/de/emerg_plan.

[ 7 ]

New MembersW E L C O M E

InSource Insurance Solutions LLCWilmington, Del.

In memoriam:~ Chuck Schaaf

Chuck Schaaf passed away April 24. A foundingmember of the Loesel-Schaaf Insurance Agency, inErie, Pa., he served as the agency’s president andchairman of the board before retiring in 2002. Chuckvolunteered for the PIA of Pennsylvania, Marylandand Delaware for many years, including his tenure aspresident. He will be remembered for his generosityto the association and his local community – and forhis gregarious personality.

G20100_06-07_DE_June2011 5/19/11 3:39 PM Page 3

CoverageC O R N E R

[ 8 ]

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.

Primary Agent | June 2011

Punitive damages can besought in almost any lawsuitfiled in Pennsylvania,Maryland or Delaware.However, the standard forestablishing claims forpunitive damages is oftendifficult to meet. Especially inPennsylvania. That’s becausethe Pennsylvania courts haveadopted the principle thatpunitive damages only canbe awarded against personsto punish them for theiroutrageous conduct.

The Supreme Court ofPennsylvania has adopted

the restatement of Torts §908(2) which permits punitivedamages for “conduct that isoutrageous because of thedefendant’s evil motive or hisreckless indifference to therights of others.”Pennsylvania courts haveconsistently stated, whenawarding punitive damages,“the act or omission must beintentional, reckless ormalicious.”

Are punitive damagesjustified when an accident iscaused by the driver of anauto who was using a cell

phone at the same time? Cellphone use while driving hasbecome commonplace. Wesee people doing it everyday. Some are talking ontheir cell phones, some aretexting, some are checking e-mails, and some are surfingthe Web.

Study after study shows thatdistracted drivers are just asdangerous, if not moredangerous, than drunkdrivers. But people whowould never consider drivingdrunk don’t think twice abouttalking on the cell phone orupdating their Facebook pagewhile driving down thehighway or in congestedtraffic. Their behavior isdangerous, and in severalstates it’s illegal.

Recently, in Deringer v. Li, ajudge in the Court ofCommon Pleas of AlleghenyCounty overruled preliminaryobjections which would havethrown out a punitivedamage claim in which theplaintiff alleged thedefendant was using a

IS USING A CELL PHONE WHILE DRIVING“RECKLESS CONDUCT”?

G20100_01-09_June2011 5/19/11 5:25 PM Page 8

[ 9 ]

mobile device and caused an accident.In this case, the plaintiff claimed thedefendant was using a mobile devicewhen he drove his auto into the rearend of a motorcycle operated by theplaintiff and was stopped. The plaintiffclaimed that if the defendant wasusing the mobile device to talk, text ore-mail, then such conduct wasreckless and justified the award ofpunitive damages.

The defendant filed preliminaryobjections seeking to dismiss the claimfor punitive damages. The defendantargued that such conduct constitutesmere negligence. The defendant also

stated that the Pennsylvanialegislature has not made cell phoneuse while operating an auto illegal.

The court disagreed and overruled thepreliminary objections of thedefendant. The court’s ruling in thismatter is significant because the courtwas required to perform an analysisof whether the conduct of the driver(using a mobile device while operatingan auto) could properly support aclaim for punitive damages. Similar tocases involving drunk driving, justbecause the defendant was using acell phone does not automaticallyentitle the plaintiff to a punitive

damage award. The plaintiff will have to establish outrageous orreckless conduct.

This case is far from over. Ultimately,it will be up to a jury to determine ifpunitive damages should be awarded.If there is an award, it will probablysubject to judicial review.

But maybe, just maybe, the threat ofpunitive damages may cause somefolks to change their behavior.Hopefully it does!

Y’all take care!

Jerry Milton S E M I N A R S E R I E S

Navigating Contractual Liabilityand Certificates of InsuranceHagerstown, MD ........ August 9Pittsburgh, PA............. August 18

Insuring ContractorsMechanicsburg, PA .... July 26Philadelphia, PA......... July 27Pittsburgh, PA............. September 28Baltimore, MD............ October 6

For more details or to register, visitiabgroup.com/eduaction

G20100_01-09_June2011 5/19/11 5:25 PM Page 9

AGENCY MANAGEMENT

How to avoid the costlyproducer revolving doorFinding, managing and keeping the right producers

Producers: An agency needsthem to survive. But to thrive,an agency needs producerswith the right skill sets – andneeds to manage thoseproducers correctly. On thefollowing pages, Al Diamondshares his lessons learned.

G20100_10-15_June2011 5/19/11 3:21 PM Page 10

[ 11 ]

Primary Agent | June 2011

I don’t know about you, but producers have been the bane of my existence. I love them, and I hate them.I know I had to have them in order to get new customers.But every dog I pet seems to have some hair on him. If hewas experienced, he was a “re-tread” going from agency toagency every few years or burning out and looking for aplace to retire. If he was young, he didn’t know my business,or he didn’t know how to sell. Or he heard that our businesswas a ready source of income because of renewals, and hejust wanted to get in on the gravy.

When I found experienced producers, they usually definedthemselves as insurance professionals — prouder of theirintimate knowledge of the products than their knowledge of selling.

If I was too discriminating, I didn’t get any employees. If not, I found weaknesses in every selection for the months(and sometimes years) that they lasted before they (or we)determined that this wasn’t going to work. The successstories were few, and those were exceptions rather than the rule.

——————————————————————————————

Every owner will have different needs, desires and capabilities for insurance training, sales

training and management. Those owners’ traits,strengths and weaknesses really define the kind

of person best suited for the agency.

——————————————————————————————

There had to be a better way to get producers and avoid verycostly mistakes!

So I started building a producer selection and compensationsystem for myself starting with the selection process:

w I defined the traits I was seeking and put them on paper.

w I defined the industry knowledge I sought (whether fromwithin our industry as a technician) or the industries Iwanted a sales professional to penetrate.

w I sought out testing systems that would test, not forinsurance knowledge, but for the traits I sought and thedrive and personality to sell. There are some really goodones out there (and some very mediocre systems, too).

w I pre-wrote the interview questions because, frankly, Itended to talk too much and listen too little if I wasn’tworking from a prepared set of questions.

ProducerAgreement

ToolkitAgencies must understand their

rights under common and contract

law to protect their core asset:

policy expirations. To do so,

introductory producer agreements

(with employees and independent

contractors) are a must. IA&B’s

Producer Agreement Toolkit

explains the provisions that should

be present – and the consequences

if they’re not.

Access IA&B’s

Producer Agreement Toolkit:

www.iabgroup.com/PAtoolkit

G20100_10-15_June2011 5/19/11 3:21 PM Page 11

This solidified in my mindexactly the kind of person I wasseeking and gave me two toolsto determine if the candidateswere appropriate for my needs:the testing assessment and theinterview questions thatconcentrated on the skills andtraits that I sought. I even wentso far as to note (for myself) thekind of answers I was seeking tothe interview questions.

How to find themI decided not to look for theproducers until after I had theselection process defined. Thathelped me determine where Iwould seek experiencedsalespeople, whether I wantedexperienced insuranceprofessionals or salespeoplefrom other industries, andwhether or not I wantedtalented people new to sales orcompletely new to business.

Every owner will have differentneeds, desires and capabilitiesfor insurance training, salestraining and management.Those owners’ traits, strengthsand weaknesses really definethe kind of person best suitedfor the agency.

If you are a strong agent, apersonal performer but not agreat manager, you may have to get an experienced insuranceprofessional motivated byincome potential or ownership potential.

If you are a strong planner and manager, you may want afresh face to train in your way –in insurance and in sales – andmarket toward the strengths ofthe agency.

If you have target industries, youmight want to find salesprofessionals from thoseindustries and train them in thetechnical insurance products.

At different times, I neededdifferent types of people andgeared my search toward thetype of producer I needed.

A warning about insurancecompany people: Many agentshave come from the companyranks. Some have becomesuccessful salespeople.However, most company peopleare better technicians than theyare salespeople. They cancertainly maintain a book ofbusiness and, if asked, they cangenerate a wonderful insuranceproposal. Go after them if themost important thing to you isinsurance knowledge. But testthem carefully if you are seekinga high-energy sales professionalto make sure you don’tdisappoint the employee andyourself with the results.

How to pay themI’m not trying to equateproducers with pets or testanimals, but if you want a pet tolearn a new trick, you rewardthem for doing it well andwithhold the reward for non-performance. Pavlov taught usthat in his famous tests. Youdon’t reward a teetotaler forperformance with free liquor,and if candy is all you have tooffer as a reward, I wouldn’tsuggest hiring any diabetics. No matter how much theywould enjoy the reward, itwould be destructive.

AGENCY MANAGEMENT

[ 12 ]

Learn more aboutproducer management andcompensation at IA&B’sthird annual executivemanagement conference.

When: Oct. 4-5, 2011

Who: Agency owners andprincipals

What: Guidance andimplementation strategiesfrom nationally recognizedspeakers, including Al Diamond, president ofthe Agency ConsultingGroup Inc. (and author of this month’s PrimaryAgent feature)

Where: Lancaster Eden ResortLancaster, Pa.

Look for additional details in thecoming weeks in Agent Headlinesand on www.iabgroup.com.

SSaavveeDDaatteethe

G20100_10-15_June2011 5/19/11 3:22 PM Page 12

What I am trying to get across isthat you must hire producers whoare motivated by money becausethat is the most appropriatereward we have for the sales ofinsurance products. The producercan and should be deeplyconcerned with the well-being ofand service to the end-client.That’s why we labeled oursuccessful relationship salesprogram, the asset-protectionmodel. We are and should beinterested in protecting the assetsof our clients. However, theproducer must need and wantgrowing financial rewards for his successes.

This sounds pretty simplistic. But,while everyone needs money to

sponsor his lifestyle, many peopleare not motivated by money.Producers should be selectedbecause they see money more asa measure of their success thanas a fulfillment of basic needs.That’s why the great salespeopledon’t stop selling just becausethey are making a lot of money.

So the obvious way to pay aproducer is based on commissionincome generated. However, wehave learned that mostproducers, even the mostsuccessful, like most non-producers, need a steady incomesource to protect and pay fortheir families and their own lives.So we translated the commissionincome they generated into

salaries that are sensitive to thesize of the book of business thatthey generate.

How to manage themWhile money is the greatmotivator and measuring stick,we found that the best producersare the ones who are not in theoffice. They spend all of their timewith people that we do not yetinsure. They also spend time withour clients, but that time is limitedto making sure that the client is a)happy with our service, b)remains a loyal customer, c)purchases all other forms ofinsurance from us and d) gives usthe names of his friends andbusiness associates for us tocontact using him as a reference.

[ 12 ] [ 13 ]

Primary Agent | June 2011

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So the management process weuse concentrates on defining theactivity needed for the producerto achieve the number of sales(and corresponding commissionto the agency and compensationto himself) and managing theproducer to that level of activity.

Our marketing efforts arecreated totally to generate theleads that keep our producers’sales funnels full of leads. Ourmarketing program attaches a15-step, three-year marketingprogram to every prospect thatonly matures when the prospect

becomes our client or when theproducer disqualifies theprospect from his prospect bank.

________________________________

The best producers are theones who are not in the

office…. The entire role of aproducer is to make friends

on behalf of the agency.

________________________________

How to motivate themRemember our example ofPavlov’s experiment and thetraining of our pets? A part ofthat formula that most agentsforget is that treats are withheldif the desired activity does nottake place. So we created a self-terminating producer contractthat works in two directions:

w It generously rewardsproducers for growththrough a base-and-growthmodel of compensation(instead of through ourgrandparents’ antiquatednew-and-renewalcommission model).

w It lowers compensationwhen the sales-call activitydrops below the level thatnormally would generatesufficient new clients toprovide the producers theirexpected or desiredcompensation levels.

Instead of an agent becomingmore frustrated every month ashe views his producers sitting inthe office doing work that theservice staff could and should do(probably more accurately), if a

AGENCY MANAGEMENT

[ 14 ] [ 15 ]COMMITMENTA PROMISE WE DON’T TAKE LIGHTLY“Volunteerism is a rewarding commitment. This same feeling of grati�cation comes from my 16-year career in the insurance industry, working with experienced managers and underwriters and assisting our agents in being successful.”Chuck CraycraftBranch Manager in Westerville, Ohio—and Habitat for Humanity volunteerConnect with Chuck on LinkedIn!

800.388.8178 jmwilson.com

Managing General Agency Since 1920Property/Casualty Professional Liability Surety Commercial Transportation Personal Lines Premium Finance

COMMITMENTA PROMISE WE DON’T TAKE LIGHTLY

“Volunteerism is a rewarding commitment. This same feeling of grati�cation comes from my 16-year career in the insurance industry, working with experienced managers and underwriters and assisting our agents in being successful.”

Chuck CraycraftBranch Manager in Westerville, Ohio—and Habitat for Humanity volunteer

Connect with Chuck on LinkedIn!

800.388.8178 jmwilson.com

Managing General Agency Since 1920

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

G20100_10-15_June2011 5/19/11 3:22 PM Page 14

producer is not tracking theappropriate activity levels over asustained period, thecompensation is automaticallydecreased (until and unless theactivity level resumes acceptablelevels). The theory is that we canfix the problem of a producer notbeing able to sell throughcoaching, counseling andtraining. But we can’t fix a lack of motivation for (or the actualfear of) making prospect calls.After all, the entire role of aproducer is to make friends onbehalf of the agency. If he makesfriends and is knowledgeable,helpful and more useful than the prospects’ current insuranceprovider, it makes sense that we would eventually becometheir agent.

For specifics on these topics andmore, attend IA&B’s Oct. 4-5Executive ManagementConference. If you have specificquestions or would like the author,Al Diamond, to tailor a producer-compensation plan specifically foryour agency, call the AgencyConsulting Group, Inc. at 800-779-2430._______________________________

Reprinted from The PIPELINE, thenational newsletter for agencyprincipals. The PIPELINE ispublished by Agency ConsultingGroup, Inc., a leading consulting firmfor independent agents in the U.S. for over 30 years. Call 800-779-2430, e-mailinfo@agencyconsulting.com or visitwww.agencyconsulting.com forinformation about the content ofthis article or for PIPELINEsubscription information.

[ 14 ] [ 15 ]

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BMAG takes a generalist approach tounderwriting, with a focus on middlemarket commercial accounts within theservice, manufacturing, retail,construction, wholesale and financeindustries. Additionally, with its Marineand Select Market divisions, BMAGoffers niche-oriented coverages fortransportation, schools, social servicesand public entity organizations.

Our business approach is predicated on sound, disciplinedunderwriting practices, always “doingthe right thing” for our agents andpolicyholders and is further exemplifiedin our core values of trust, integrity,agility and excellence. We arecommitted to “Insuring the Future ofBusiness” through our independentagency relationships.

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G20100_16-24_June2011 5/19/11 3:31 PM Page 16

WHAT IS IA&BPARTNERS?The IA&B Partners

program gives company

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Listed below are those companies that strongly support the independent agencysystem and Insurance Agents & Brokers.

Thank you for your continued sponsorship.

PLATINUM LEVELACUITYBerkley Mid-Atlantic GroupDonegal Insurance GroupErie Insurance GroupHarleysville InsuranceHighmark Casualty Insurance CoInsurance Agents & BrokersService Group Inc

MMG Insurance CompanyMillers Mutual GroupMillville Mutual Insurance CoMutual Benefit GroupOhio CasualtyPenn National InsuranceSelective Swiss ReThe Main Street America GroupUtica National Insurance Group

GOLD LEVELProgressive

SILVER LEVELAccess Insurance Company Allied InsuranceAmerican Mining Insurance CoCumberland Insurance GroupFrederick Mutual Insurance CoJuniata Mutual Insurance CoPSBA Insurance TrustThe Philadelphia ContributionshipWestfield Insurance

BRONZE LEVELAegis Security Insurance Co

Agency Insurance Company

AmWINS Program Underwriters Inc

Auto-Owners Insurance Company

Briar Creek Mutual Insurance Company

Builders Insurance Group

Chubb Group of Insurance Companies

Countryway Insurance Company

Encompass Insurance

First General Services

Foremost Insurance Group

Goodville Mutual Casualty Company

Grange Insurance Companies

Guard Insurance Group

Harford Mutual Insurance Co

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

Reamstown Mutual Insurance Company

Rockwood Casualty Insurance

State Auto Mutual Insurance Company

TAPCO Underwriters Inc

The Brethren Mutual Insurance Company

The Motorists Insurance Group

The Mutual Service Office Inc

Travelers

Tuscarora Wayne Insurance Company

Zenith Insurance

Primary Agent June 2011

G20100_16-24_June2011 5/19/11 3:31 PM Page 17

AGENCY MANAGEMENT

What does an agency oweits producers?

Producer productivity canmake or break an agency.And improving it requiresintrospection and toughdecisions. Here, agencyconsultant Chris Burandtakes a step back and offersa fresh perspective formoving forward.

G20100_16-24_June2011 5/23/11 4:14 PM Page 18

[ 19 ]

Primary Agent | June 2011

This is the softest market the property and casualtyinsurance industry has ever experienced. To thrive,agencies must eliminate waste, work harder and worksmarter.

Producer productivity is absolutely the key to thriving in this softmarket. Producer productivity is not just producers sellingenough – it is about selling enough efficiently. This meansquality accounts. It means giving a work product to the staff thatenables them to do their work efficiently or letting the staffcollect the data for a cut of producer’s compensation. It meansgood producer management.

(Re)defining “producer”Greater productivity begins with a production team that includesonly producers. Too many agencies employ people with the title“producer” who do not really produce.

If you want your agency to thrive in this market, answer thefollowing question honestly: Are all of your employees with thetitle “producer” truly producers? Do not answer based on whatyou wish your producers did or what your producers should do.What true value does each producer bring to your agency? Thebiggest mistake agencies make every single day is paying andtreating non-producing producers as true producers. The resultsare excessive payrolls, damaged morale, shattered productivityand lousy profits.

These non-producing producers likely bring some value. But they are not in the job that fits their particular skill set.Athletic teams do not pay second and third string players thesame as first string players, so why should an agency payproducer wages to an employee whose title is “producer” butwho is really not a producer?

When agencies were flush, they could get away with this. Theycould — and they did — subsidize poor producers. Today, thereis not enough extra revenue to continue subsidizing employeeswho are not completely pulling their weight. Management canpush to get more and more out of them, but they are in thewrong job. It’s like trying to squeeze blood from a turnip. Theyare often good people with other valuable attributes, so perhapsa more appropriate job at a more appropriate wage can bedesigned for them.

Agencies expend a considerable amount of time, money andenergy trying to get non-producing producers to produce, soonce an agency helps these people find a different position thatfits their skill set better, more resources can be focused onpeople who can sell.

The biggest mistake agencies

make every single day is paying

and treating non-producing

producers as true producers.

The results are excessive payrolls,

damaged morale, shattered

productivity and lousy profits.

T

G20100_16-24_June2011 5/19/11 3:31 PM Page 19

Supporting producersOnce the production teamconsists entirely of producers,what resources does an agencyowe its true producers?

1. A good customer servicerepresentative (CSR) whenthe producer’s production issufficient to earn a CSR, butnot before. By good, I donot mean a CSR who willdo the producer’s work forhim or her.

2. An agency owesestablished producers a fairwage for honest, goodwork. What is fair work? Atrue producer mustgenerate at least $300,000of self-producedcommissions.

3. An agency with a goodreputation.

4. A good IT system.

5. New producers deservegood training andmentoring. This is not onlyfair, but it is also smartproducer management.

That’s it. Agencies do not owetheir producers anything else.They do not owe their producersan expense account, a car oreven a lead list. These itemsarguably can make producersmore successful, but that does not mean they are owedthese perks.

And these items truly are perks.What would happen if theseperks increased as a producer’sbook increased? When anagency increases producers’perks as their books increase,

the agency is focusing its biggestresources on its most importantassets, which makes a lot ofsense. Agency expenses woulddecline if managed well becausethe value of the perks need notincrease at the same rate assales. If these perks are limitedto reasonably sized books, theseexpenses are minimized.

________________________________

A benefit of goodproducer managementis that morale increases

for all but the lesssuccessful producers

because employees seea fair, capitalistic

system. An entitlementenvironment is

eliminated, which alsoimproves morale.

________________________________

These are all aspects of goodproducer management, and abenefit of good producermanagement is that moraleincreases for all but the lesssuccessful producers becauseemployees see a fair, capitalisticsystem. An entitlementenvironment is eliminated,which also improves morale.Management of the agency iseasier because when producersgripe, the best answer is,“Produce more.” It creates amore competitive environment,pushing each producer to greater success.

In visiting dozens and dozens ofagencies, I rarely have seenthese practices. Those few thatdo practice good producermanagement achieve muchgreater success than those thatdo not. Many agencies forgetthat fair eventually must bebased on results. The effort to befair to all based on good faitheffort simply is misguided. It’snot easy to make hard decisions.However, it’s easier than havinga problem and knowing that youare doing nothing about it everysingle day of the year.

Doing it right attracts high-quality people who thrive in a fair, capitalistic system. Doing it right enables youragency to thrive.

_______________________________

Chris Burand is president ofBurand & Associates, LLC, aninsurance agency consulting firm.Readers may contact Chris at 719-485-3868 or by e-mail atchris@burand-associates.com.

Author’s note: None of thematerials in this article should beconstrued as offering legal advice,and the specific advice of legalcounsel is recommended beforeacting on any matter discussed inthis article. Regulated individuals/entities also should ensure thatthey comply with all applicablelaws, rules and regulations.

AGENCY MANAGEMENT

[ 20 ]

G20100_16-24_June2011 5/19/11 3:31 PM Page 20

[ 21 ]

Primary Agent | June 2011 TechnologyU P D A T E

JEFF YATES

Jeff Yates is executive director of

the Agents Council for

Technology (ACT), which is part

of the Independent Insurance

Agents & Brokers of America.

Jeff can be reached at

jeff.yates@iiaba.net.

ACT’s website is

www.iiaba.net/act. This article

reflects the views of the author

and should not be construed as

an official statement by ACT. Two years ago, ACT, AAMGA,NAPSLO and ACORD bandedtogether to start the E&S JointWorking Group to bring muchneeded efficiency to the E&Smarket. We realized that manyof the efficiencies we take forgranted in the standardmarket were possible forexcess and surplus lines aswell, such as use of ACORDstandard applications, real-time uploads of data,downloads and general agentwebsites with morefunctionality. We alsounderstood that the E&Smarket is really important to

the independent agent withthe mean agency placing 29percent of its commercial linesrevenue and 16 percent of itspersonal lines revenue with amarket access provider, suchas a general agent orwholesale broker (“GAs”)(2009 figures, 2010 FutureOne Agency Universe Study).

The E&S Joint Working Group& industry have made goodprogress over the last twoyears, but we stand at acrossroads right now. As I willdescribe further below, wehave developed somestandard ACORD E&S

application supplements,created “proof of concepts”for real-time upload anddownload and published aroadmap for GAs on neededfunctionality for their websites.Now we need to take thesestandard applications andtechnology demos and putthem into practice throughoutthe E&S industry.

This is where the independentagents come in. Independentagents need to get involvedand ask their GAs to acceptthe standard ACORDapplications and supplements,rather than requiring aplethora of company-uniqueapplications. It also isimportant for agents to pushfor real-time uploads anddownloads from their GAs.The independent agents werethe players that created themomentum for theseimprovements in the standardmarket and they need to bethe catalyst in the E&S marketas well.

Independent agents and theiruser groups also shouldencourage their vendors toimplement the new ACORDprofessional/specialty

E&S MARKET MOVES TO ENHANCE EFFICIENCYIndependent agents can be catalyst for further progress

G20100_16-24_June2011 5/19/11 3:31 PM Page 21

applications and E&S supplementalapplications promptly into theirsystems so that it is easier for agenciesto use these forms. Below I describethe specific help we ask of independentagents and other E&S stakeholders tomake these improvements happen inthe E&S market.

Progress to dateWe have 353 E&S industrystakeholders – retail agents, generalagents, wholesalers, E&S and programcarriers and technology providers –participating in the E&S Joint WorkingGroup. We have four active subgroups:one working on standards and forms,a second on interface (retail agent –general agent (multiple systems) – E&Scarrier – and back), a third onefficiencies with Lloyd’s and Lloyd’sbrokers and a fourth oncommunications.

At the recent AAMGA TechnologyConference, which featured apresentation by the Joint WorkingGroup, the attendance increased byabout 100, and the buzz at the meetingwas all about the ACORD standards:how to implement them and whichvendor systems incorporate them.There was also great interest in theround trip data interfaces that weredemonstrated – from the retail agent’sagency management system to theGA’s agency management system tothe E&S carrier’s rating system to theGA’s policy issuance system and thenback to the GA for download to theretail agent.

ACORD, working with the JointWorking Group, has introduced twonew E&S supplemental applications forvacant buildings (ACORD 106) andapartment buildings (105) and is aboutto vote on two additional supplements– Restaurant/Tavern (183) and theLiquor Liability Section (803).

In addition, ACORD has introduced anumber of important professional/specialty lines applications andsupplements: Professional/SpecialtyInsurance Application (825), Directors& Officers Liability Section (807),Employment Practices LiabilityInsurance (827), Fiduciary LiabilityCoverage Section (828) andMiscellaneous E&O Section (832).

Also noteworthy at the meeting wasthe increased contingent of Lloyd’sbrokers and representatives whoattended and indicated their stronginterest in increasing efficiencies withtheir business partners in the U.S.market. To tie all of these positivedevelopments together, theCommunications Subgroup unveiledthe Joint Working Group’s new website(http://www.esjwg.org/) which is agreat place for agents and other E&Sstakeholders to go to learn more aboutthe initiative and to join the effort.

Pushing for the use ofACORD standard applicationsIndependent agents were instrumentalin getting carriers in the standardmarket to accept ACORD applications –applications that have the greatadvantage of being automaticallygenerated by their agencymanagement systems. It is nowimportant for agents to start to presstheir GAs to accept these ACORDapplications where they fit for yourE&S business. The GAs, in turn, willpress the E&S carriers to accept thembased upon the increased requeststhey get from their retail agents. If theretail agents make this an issue withthe E&S community, the E&Sstakeholders will get more involved inthe ACORD process to generateadditional E&S supplements whereneeded for frequently written lines of business.

To the extent your GA needs additionalinformation beyond the ACORDapplication to rate a risk or todetermine appropriate exclusions, thenthe GA should follow up with the retailagent to get the needed additionalinformation. Ideally, the retail agencywould send the completed ACORDapplication directly to the GA from its agency management system usingReal Time, and if the GA needsadditional information, a pop up wouldappear for the agent to add theinformation. Or, the GA can send areal-time activity notification/alert oran email to the retail agent requestingthe additional information.

It is also time for retail agents to startto use the new ACORD specialty/professional applications andsupplements and the publishedACORD E&S supplements with theirmarkets. The best way to get theseACORD forms more broadly acceptedis for retail agents to just start usingthem. Think of the benefit ofcompleting one ACORD application for a particular risk, rather than having to complete multiple carrierspecific applications.

To the extent your agencymanagement system provider has notyet incorporated these new ACORDforms in your system, please urge yourvendor and user group to do so. Inaddition to the obvious advantage ofbeing able to automatically generatethe form, your system will nowincorporate the necessary fields tostore the data required to complete it.

Even if your agency managementsystem does not yet incorporate thesenew ACORD applications, I encourageyou to use them. As an agent, you canaccess the ACORD static forms by justregistering on the ACORD website(www.acord.org). By becoming an

TECHNOLOGY UPDATE

[ 22 ]

G20100_16-24_June2011 5/19/11 3:31 PM Page 22

ACORD Advantage member at amodest cost, you can access ACORDfillable forms online.

Urging GA partners toprovide real-time upload & download We have seen demonstrations whereGAs can accept data from independentagents using Real Time and where GAsare able to download data back to theretail agent. We need to take theseexamples and make them the commonworkflows in the E&S market, just asthey have become in the standardmarket. The best way to accomplishthis is for independent agents to presstheir GAs to provide them with thisfunctionality. GAs have a greatincentive to provide the uploadfunctionality as well, so that they donot need to re-enter the data on their

end and deal with the inevitable errorsthat will arise as a result. GAs that canprovide their retail agents with theseease of doing business advantages willattract more business.

Getting involved in the E&SJoint Working GroupI encourage retail agencies that writesignificant amounts of E&S andprogram business to get involved tohelp shape the future for this market.Just go to the E&S Joint WorkingGroup’s website mentioned above andclick on “Contact Us.” It is alsoimportant, of course, for more GAsand E&S carriers to get involved.

It is wonderful to see the enthusiasmthat has been generated among theE&S stakeholders as to theopportunities they have to enhancetheir ease of doing business with their

retail agents, along with theopportunities they have to enhance theintegration and functionality of theirown systems.

Independent agents will play a key rolefrom this point forward in theevolution of improved efficiencies inthe E&S market. If they want to seeACORD applications replace companyunique applications and want to havereal-time upload and download withtheir GAs, then they need to start topush for these things with theirbusiness partners. Just as we haveseen in the standard market,independent agents can make ithappen, if they decide to get involvedto make a difference.

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Landscape Gardening PaintingPaperhanging

Swimming Pool Installation - Tree PruningWindow Cleaning

-

--

Appliance Install-Residential - CarpentryContractors/Subcontractors - Excavation

Dry Wall or Wallboard InstallationElectrical Work within Building - Exterminators

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Atlantic Specialty Lines Inc . . . . . . . . . . . . . . . . .5

Brokers Surplus Agency . . . . . . . . . . . . . .23, IBC

Commonwealth Ins Co . . . . . . . . . . . . . . . . . . . .1

EMC Insurance Companies . . . . . . . . . . . . . . .IFC

Guard Insurance Group . . . . . . . . . . . . . . . . . .13

IA&B Milton Seminar . . . . . . . . . . . . . . . . . . . . .9

IA&B Partners Program . . . . . . . . . . . . . . . . . . .17

Insurance Innovators Inc . . . . . . . . . . . . . . . . .23

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

J.M. Wilson . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Mutual Benefit Group . . . . . . . . . . . . . . . . . . . .15

Preferred Property Program . . . . . . . . . . . . . . .15

Tri-State General Ins Agency LTD . . . . . . . . . . . .3

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[ 24 ]

And who said insurance was dry? The TV comedyWorkers’ Comp began filming pilot episodes in Florida this spring.

The synopsis: A motley crew of employees at the family-owned Pinnacle Workers’ CompensationInsurance Co. handle “absurd and often-fraudulentinsurance claims from injured workers.”

The script has drawn such well-known actors as Morgan Fairchild, Robert Carradine and David Provalto the cast.

Source: Workers’ comp TV show pilot begins filming in Florida, Insurance Journal

----------------------------------------------------------------———————-------The Last & Least column is dedicated to the industry’s oddities —from creative claims and kooky coverages, to (tasteful) jokes andstrange stories. Submit yours to iab@iabgroup.com, subject line: Last & Least. The editor will happily protect sources’ anonymityupon request.

Workers’ comp gets its 15 minutes in the limelight

G20100_16-24_June2011 5/19/11 3:31 PM Page 24

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Warminster, PA 18974

Dennis Marsaglia, Ext. 230dennis@brokerssurplusagency.com

Evelyn Frisch, Ext. 227evelyn@brokerssurplusagency.com

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Coverages Available:• Worker's Comp• General Liability• Commercial Auto• Pollution• Umbrella

Mines:• Strip Mines• Deep Mines• Auger

Quarries:• Sand & Gravel• Limestone• Clay• Shale• Flagstone• Slate

Related Businesses:• Blasters• Drillers• Mine Equipment Manufacturers• Conveyor Belt Manufacturers• Welding & Machine Shops Specializing in Mine Equipment• Reclamation Contractors• Ore Mill Processors• Plus many others

Interstate's Behind You.Interstate is your outlet for American Mining Insurance Company in Pennsylvania and Maryland.

In Pennsylvania & West Virginia2307 Menoher BoulevardJohnstown, PA 15905814-255-7878 • 1-800-452-0297FAX: 814-255-6010

Call or fax your application today!• Experienced underwriting• Fast Turnaround• Quick Claims Processing

In Maryland111 Warren Road • Suite 1BCockeysville, MD 21030410-628-1744 • 1-800-759-7779FAX: 410-628-6914interstate-insurance.com

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