the convention

was over so that

we could get more shirts made

and shipped to our loyal clients.

The popularity of the shirts still

lives on today as we continue to

receive requests. Wow, who

knew a t-shirt would be so popu-

lar. We even had other vendors

asking for a t-shirt at the conven-

tion because they knew a Subro

Diva who worked in their office.

All in all, the NASP convention

was a big hit for us. We walked

away from that convention stat-

ing it was the best ever. We love

what we do, we aim to be the

best at doing it and we owe our

success to you! Thanks to all

those who took the time to stop

by our booth and visit us.

NASP 2009

In November a group from

Wilber traveled about an hour

south of our Denver office to

attend the 11th annual National

Association of Subrogation Pro-

fessionals (NASP) convention

held at The Broadmoor Resort in

Colorado Springs, CO. We were

very happy that most of our

Denver staff was able to attend

some of the classes so that they

could broaden their knowledge

of the industry.

The debate rages about why the

carpet in front of our booth was

worn out. Ken Wilber thinks it

was because of all the loyal fans

wanting his autograph on their

NASP Daily News ad. You know,

the one with a photo of Ken

wearing the NASP conference t-

shirt and stating “we’ve got your

back”. Michael Cale believes it is

because of Wilber’s national

experience and expertise suc-

cessfully handling diverse types

of subro collections for over 15

years, even though the economy

has caused other vendors to

close their doors. Yet Wilber

continues to grow and add more

qualified staff. Joe Palumbo is

convinced it was because we

were one of two companies that

were VIP sponsors of the con-

vention.

Well, in my opinion it’s because

of our Subro Diva and Be the

Hunter t-shirts and bumper

stickers. You should have seen

the masses coming to our booth

at every break wanting a pink

Subro Diva shirt or a dark green

Be the Hunter shirt. Some of

you asked if you could take some

extra ones home for your co-

workers. A list of “back orders”

was created and grew even after

N A S P C O N F E R E N C E 2 0 0 9 B Y : D E N N I S S P E N C E R

As one of the major sponsors of

the National Association of Sub-

rogation Professionals (NASP,

www.subrogation.org), Wilber is

a firm believer in the Certified

Subrogation Recovery Profes-

sional (CSRP) designation. This is

a professional designation that

certifies an individual has met

stringent academic and experi-

ence requirements and agrees to

be bound by the Code of Profes-

sional Ethics of Certified Subro-

gation Recovery Professionals.

Five members of Wilber’s Insur-

ance Services Division have

achieved this designation. With

Wilber being a firm believer in

continuing education, the goal

for 2010 is to have several more

Wilber Insurance Services em-

ployees achieve this designation.

The current desig-

nees include Ken

Wilber, Joe

Palumbo, Kevin Woolfolk, Steve

Kuhnke and Brenna Cassady.

There are seven additional indi-

viduals who are currently study-

ing and preparing for the exam.

We are extremely excited about

this and take great pride in our

employees’ dedication.

J A N U A R Y / F E B R U A R Y

S P E C I A L P O I N T S

O F I N T E R E S T :

• NASP 2009

• CSRP

• President’s Corner

• IT News and Notes

• PPMS Certification

• Wilber TPA

• California Certification

• Lighter Side of Wilber

C S R P D E S I G N A T I O N B Y : B R E N N A C A S S A D Y

P R E S I D E N T ’ S C O R N E R B E T H E H U N T E R

B Y : K E N W I L B E R

Page 2 J A N U A R Y / F E B R U A R Y

Be the Hunter…

Though I don’t often discuss it in a business context, I am a hunter. More precisely -- a bow hunter. I particularly enjoy bear camp

each year in Canada. Long days of perching ten feet up a tree, moving nothing but my eyes. Most of the time spent silently cursing

the ruthless mosquitoes that take more blood each year than I could ever give to the Red Cross. Hours of boring monotony, stiff

muscles and some particularly idiotic song stuck in my head. Hot during the day but freezing by dark. A two mile trek out of the vast

wilderness after dark with nothing but a penlight and some pointy arrows to fend off the bears moving all around. Sometimes

there are wolves…

Why in the world?!?!

And why choose Subrogation of all the legal fields available? After all, I’m trained in municipal law, business law, real estate. Per-

sonal injury pays really well and estate work is steady. But Subro – that’s where the excitement is! That’s where the grit of real life

meets the marble columns of the law. That’s where I find satisfaction. And if you’re reading this, you probably understand. You who

are passionate for Subro can’t explain it any better than me trying to explain why I hunt. Not for food, not for money. Maybe for

glory or because we like to be unique in our little worlds. For some it’s coincidence that they are here or it’s just a job. But for those

who thrive in this work it’s because we want to

Preparation…

A trip to Canada to pursue the hungry and cantankerous bear requires many weeks or even months of preparation. Studying the

opponent, preparing for the physical and mental rigors of the exercise and gathering supplies for the adventure are all vital to suc-

cess. Similarly, successful pursuit of Subrogation claims requires we hone our skills and prepare for the hunt. If you don’t believe it’s

a hunt, handle some claims against a true substandard carrier bent on frustrating or evading you at every turn. Try your hand against

an uninsured motorist in a state that doesn’t revoke driving privileges. Go up against a cab company. Our quarry is very elusive and

the chase exhausting.

Our staff prepares continually for the hunt. We strongly encourage continuing education and certification. Wilber pays a significant

bonus for production employees who earn the CSRP or CPCU designation, and generously rewards other successes and achieve-

ments. We believe preparation is necessary to accomplish the goals we’ve laid out. Our goals include being the highest performing

agency in any head-to-head competition, advancing the cause of Subrogation and caring for our employees. Our clients are the ulti-

mate beneficiaries of these goals. Quality employees doing Quality work for Quality clients. That’s the secret to success. When

Knowledge is your Ammo and Preparation is your Aim…you will be The Hunter.

Information security has be-

come an essential ingredient in

any business operation. The

need for information security is

heightened when corporate

data includes readily identifi-

able personal information such

as birthdates, home addresses,

and driver’s license numbers.

Wilber has always been com-

mitted to data security for our

clients, and has always incor-

porated industry standard

security elements such as PGP

encryption, secure file transfer

systems, and robust VPN secu-

rity for our data communica-

tions process. We also main-

tain state-of-the-art firewall

security, including intrusion

detection and prevention ser-

vices. However, we are always

looking to stay ahead of the

curve with the level of security

that we offer our clients.

Our latest improvement is the

inclusion of Data-at-rest en-

cryption. You may be asking

“well, exactly what is data-at-

rest, and why is this impor-

tant?”. Simply put, data-at-

rest encryption protects data

when it is not moving through

networks. The protection in

this case is offered via encryp-

tion. We’ve all become accus-

tomed to security such as VPN

logins, Wi-Fi security keys, SSL

web pages, and many other

forms of moving-data security.

These security elements en-

sure that our information, as it

moves across network wires

(or increasingly, through the

air), is transmitted in a format

that makes the interception

and utilization of that informa-

tion nearly impossible. Only

the sender and receiver of the

information have the ability to

interpret all of those bits and

bytes correctly. Data-at-rest

encryption takes this security

to the next level – encrypting

the data while it is “at-

rest” (stored on the disk drive

surface). For Wilber, this proc-

ess has included upgrading our

primary production

environment to a

new hardware platform,

changing the underlying data-

base that our primary collec-

tions software runs on, and

implementing a whole-

database approach to encrypt-

ing the data. After consider-

able testing (and one last data-

base version update) we have

integrated data-at-rest encryp-

tion for our collections system.

That means that our client’s

information, our case notes,

the claimant information, pay-

ment history, the results of our

skip-tracing searches – in a

nutshell – everything stored in

our claims processing system –

is stored in an encrypted for-

mat. It’s just one more step in

Wilber’s commitment to pro-

viding the best for our clients.

I N F O R M A T I O N T E C H N O L O G Y N E W S A N D N O T E S

B Y : M A R K M Y E R S C O U G H

P P M S C E R T I F I C A T I O N

B Y : J O E P A L U M B O

“Simply put,

data-at-rest

encryption

protects data

when it is not

moving through

networks.”

Page 3

Certification. On a

daily basis we look

for areas of im-

provement, discuss best prac-

tices and develop better ways

to service our clients, tortfea-

sors and employees. We are

using a software program, CAST

Incident Management System,

that allows us to record every

opportunity for improvement

and track the progress. We

have already implemented over

50 Continuous Improvements

that will streamline our work-

flow to allow us to collect more

money in a shorter time

frame. Our industry leading

results will get even better.

• Those which provide sup-

port to the business activi-

ties.

• Those which provide client

confidence.

We are currently the only Na-

tional Association of Subroga-

tion Professional’s (NASP)

member company that has

achieved this level of excel-

lence. As a client, this assures

you that all of our processes

and procedures have been

analyzed, documented and

reviewed. We are especially

proud of the positive comments

we received on our banking and

IT security procedures. The

PPMS process doesn’t end with

On December 1, 2009, Wilber

Insurance Services Enterprises

(WISE) was certified to be in

compliance with the ACA Inter-

national’s Professional Practices

Management System

(PPMS). PPMS is a manage-

ment system based upon devel-

oping, implementing and adher-

ing to professional practices

and policies. The ACA Interna-

tional PPMS program includes

18 basic elements which

broadly fall into four categories:

• Those which relate to the

overall management of

the business.

• Those which relate to the

business activities.

2009 was a year of growth in

our product offerings. Wilber

and Associates changed its

name to Wilber to shed the

image of a law firm handling

primarily uninsured motorist

(U/M) subrogation and

broaden our efforts to become

recognized as a national Third

Party Administrator (TPA).

With U/M still being a main

product offering, we are grow-

ing our other very successful

insurance services: Claims

Administration, Arbitration and

Subrogation Services.

Our claims department has

over 100 years of proven

claims handling experience at

carriers such as State Farm,

Allstate, Progressive and Uni-

trin handling a wide variety of

lines of business. Wilber’s

employees are experienced in

handling both first party and

third party liability claims.

They are trained in the investi-

gation process and are able to

negotiate with third parties

should the need arise. Addi-

tionally, Wilber offers a First

Notice of Loss service to help

streamline the accident report-

ing process.

Subrogation has quickly be-

come an important avenue for

insurance companies and self

insured entities to pursue to

help increase their profitability

margins and Wilber recognizes

this. As a TPA, Wilber has the

ability to handle first party

claims with a mind-

set to maximize the subroga-

tion opportunities. Our claims

people are trained to investi-

gate every claim to look for

subrogation from the outset of

the claim. We do not look at

subrogation as an after-

thought.

Our claims system is web

based giving our clients com-

plete access to review the

handling as we process the

claim. This system also allows

our clients to develop a large

array of reports to meet their

KPI needs.

If you are interested in learning

more about this product,

please contact Joe Palumbo at

jpalumbo@wilbercollect.com.

Mix all ingredients in a crock

pot. Cook on low for 4 hours

or until warm and bubbly.

Serves 15-20

Pumpkin Pudding

2 packages Jello sugar-free

butterscotch (or vanilla) pud-

ding

4 cups milk (skim)

1 can (15 oz) solid 100%

pumpkin (not the pumpkin pie

mix)

1 tsp. cinnamon

1 tsp. pumpkin pie spice

(other spices if you want - try

1/2 tsp. each nutmeg, ginger

Best Ever Cheesy Potatoes

2 lb. bag of frozen southern

style potatoes

8oz. Cream cheese

8oz. Sour cream

2 cans cheddar cheese soup

1 can cream of potato soup

2 cups shredded cheddar

cheese

1 stick butter (melted)

1 small onion chopped

(optional)

Salt and pepper to taste

W I L B E R T P A B Y : B R E N N A C A S S A D Y & J O E P A L U M B O

R E C I P E S O F T H E N E W S L E T T E R B E S T E V E R C H E E S Y P O T A T O E S

P U M P K I N P U D D I N G

“Our claims

department has

over 100 years of

proven claims

handling

experience…”

Page 4 J A N U A R Y / F E B R U A R Y

and ground cloves)

Sweetener (Splenda, Stevia,

etc.)

Make the Jello according to

package directions (2 cups

milk each).

Add in pumpkin, spices, and

sweetener. Mix well. Refrig-

erate until chilled.

Top w/ a squirt of Reddi-whip

Top w/ a few walnuts and

sprinkle w/ more cinnamon if

desired.

Makes about 12 servings

investigation or communicate when an alter-

nate carrier is discovered. Form INF70 is

available to request information regarding

license revocation but our experience has

been that we have never received a reply

from California when using that form.

Even more troubling is a new administrative

process that allows the claimant, even if the

state does act to suspend, to pay a reinstate-

ment fee to reestablish their driving privi-

lege, effectively eliminating the important

leverage of continued suspension of driving

privileges until damages caused by a liable

party are paid or an installment agreement is

executed. The policy adopted by the Califor-

nia DMV now allows California uninsured

claimants who have been suspended to rein-

state their driving privileges almost immedi-

ately by paying a rather small ($250.00) ad-

ministrative fee to the state and presenting

an SR-22 form. This reinstatement occurs

without the uninsured motorist first taking

financial responsibility for the losses they

have inflicted.

This process allows the State of California

the opportunity to limit their overhead cost,

raise revenue through the fee structure, and

establish insured drivers (constituents) back

to the road. Unfortunately the process

causes the loss of an insurance company’s

traditional leverage used to obtain success-

ful subrogation recovery.

Wilber’s success in California has been im-

pressive over the years. As a Law Firm with

an agency style we fully intend to maintain

our relative success when compared to our

traditional agency competition when work-

ing California files. We are realists however.

This administrative decision by the California

DMV will certainly make UM Subrogation

Recovery in California more difficult. The

C A L I F O R N I A C E R T I F I C A T I O N

B Y : M I C H A E L C A L E & J O E P A L U M B O

Page 5

On January 5th Wilber received a letter from

the California Department of Motor Vehicles

which stated “Our management decision is

that we will no longer be submitting letters

to subrogation departments, insurance com-

panies and attorneys regarding the suspen-

sion of uninsured drivers.” Curious about

California’s handling of the administration of

releases and installment agreements we

decided to contact the State of California to

obtain clarification.

Through subsequent conversations with the

California DMV, and with increasing concern

on our part, we discovered that California

has adopted new policy positions for admini-

stration of Uninsured Motorist Certification.

The California DMV made clear, that on the

basis of an administrative (not legislative)

decision, that they will no longer be involved

in the civil side of uninsured auto accidents.

Though the process of certification is auto-

matic for all uninsured parties involved in an

accident regardless of fault, California has

made it relatively easy for the uninsured

motorist to overcome the difficulty of a sus-

pended license.

California requires the completion of a form

SR-1 by all parties to an accident (or their

carriers) within ten days of an accident

which caused vehicle or property damage of

$750.00 or more or where there were inju-

ries or death. The state then suspends driv-

ing privileges for all uninsured motorists,

regardless of liability. If coverage reported

on an SR-1 form is then negated by a denial

of coverage from a claimant’s reported car-

rier, a form SR-19 (along with a $20.00 fee)

reporting this denial may be submitted to

California’s DMV for investigation. Based on

the correspondence we’ve received, and

through the discussions we have had, they

will no longer report the results of that

price tag to our insurance company clients will

run into the millions of dollars in unrecovered

UM subrogation dollars. It will also result in

insurance companies sustaining increased costs

involved with expensive litigation on files that

previously would have been cured based upon

the leverage obtained by requiring financial

responsibility on the part of uninsured claim-

ants prior to the reinstatement of driving privi-

leges.

We encourage our clients to contact their in-

ternal legislative support systems, lobbyists,

and executive management with information

regarding the problem and the potential im-

pact. State governments across the country

are experiencing similar forces that led to the

California DMV to decide as they did. Our hope

is that California is not the first of potentially

many states to make similar changes. In the

meantime Wilber will monitor the situation

and work to reinstate justice to the California

certification process.

For more information feel free to contact our

office or visit the California DMV website at

http://www.dmv.ca.gov/ or call them at 800-

777-0133.

816 Eldorado Road, Suite 1

P.O. Box 2159

Bloomington, IL 61702

Phone: 800-313-5169

Fax: 800-313-5179

debtnet@wilbercollect.com

W I L B E R I N S U R A N C E

S E R V I C E S E N T E R P R I S E

T H E L I G H T E R S I D E O F W I L B E R

We are on the Web!

www.wilbercollect.com

Subro Poem

By: Ken Wilber

When you and a friend are

chased by a bear

The truth will soon be clear

You don’t have to be faster

than mean, nasty bear

Just faster than the guy in

the rear

lous. The Judge stated nev-

ertheless, that the cigars

were insurable and also

guaranteed that it would

insure them against fire,

without defining what is

considered to be

“unacceptable fire,” and

was obligated to pay the

claim.

Rather than endure lengthy

and costly appeal process,

the insurance company ac-

cepted the ruling and paid

$15,000.00 to the lawyer

for his loss of the rare cigars

lost in the “fires.”

Now for the best part...after

the lawyer cashed the

check, the insurance com-

pany had him arrested on

24 counts of ARSON!!!

With his own insurance

claim and testimony from

the previous case being

used against him, the law-

yer was convicted of inten-

tionally burning his insured

property and was sentenced

to 24 months in jail and a

$24,000.00 fine.

A Charlotte, NC, lawyer

purchased a box of very

rare and expensive cigars,

then insured them against

fire among other things.

Within a month having

smoked his entire stockpile

of these great cigars and

without yet having made

even his first premium pay-

ment on the policy, the

lawyer filed claim against

the insurance company.

In his claim, the lawyer

stated the cigars were lost

“in a series of small fires.”

The insurance company

refused to pay, citing the

obvious reason: that the

man had consumed the

cigars in the normal fash-

ion.

The lawyer sued….and

won! In delivering the rul-

ing the judge agreed with

the insurance company

that the claim was frivo-