journal carolina agents 2014 issue ii · 2014. 6. 27. · this presentation outlines many of the...

2014 Issue II

journalCarolina Agents

MYRTLEBEACH

Enjoy the beach at twoupcoming IIANC events:

The Joint Young Agents Conference with South Carolina and the 117th Annual Convention

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ConTEnTS2014 Issue II Volume 46, No. 2

Freedom is You: Join the Freedom Campaign

Recap: 2014 Legislative Conference

North Carolina Wins Major PAC Awards

Cloyce Anders Honored with Woodworth Memorial Award

IIANC Member Benefit: iMarkets

The End of an Era:Vince Sorgi Retiring in August

Ask a Technical Question

Dare to be DifferentBy: Scott Addis

What’s Hot in 2014: IIANC Education

Prepare Your Clients for Flood Risks asHurricane Season ApproachesBy: Floodsmart

Thank You 2014 IIANC PARTNERS

Meet the IIANC Staff: Education Department

Congratulations New Designees

Member News

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45464749

Weekend Getaways: A Visit to Myrtle Beach, SC

2014 Joint Young Agents Conference with South Carolina

117th Annual Convention

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

Editor & Advertising Manager, Rena [email protected]

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

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

MYRTLEBEACH

Bobby Salmon Raleigh • [email protected] Evans Shallotte • [email protected] Mozingo, MBA Fayetteville • [email protected] Vogedes, III, CPCU AAI Edenton • [email protected] Purinai, CIC AAI CWCA CRM Rocky Mount • [email protected] Snipes, CIC Dunn • [email protected]

Monty Ross, CIC AAI Kitty Hawk • [email protected] Jones Roxboro • [email protected] Whitehurst, CIC AAI CWCA Wake Forest • [email protected] Chalk, LUCTF Morehead City • [email protected] Clayton Wilmington • [email protected] Rice, CIC LUTCF CBIA Fayetteville • [email protected] Rouse, CPCU ARM Lexington • [email protected] Haney, CPCU ARM Charlotte • [email protected] Crissman, CIC Yadkinville • [email protected] Gilbert Fletcher • [email protected] Heckle, AAI Matthews • [email protected] Clemmons Supply • [email protected]

ChairmanChair-ElectSecretaryTreasurerPast ChairNational Director

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

offiCErS

dirECTorS

STaff

FCCIGUARD Insurance GroupHarford Mutual Insurance CompaniesLiberty MutualJackson Sumner & AssociatesJ.M. Wilson

AmTrust North AmericaApplied UnderwritersAtlantic Speciality LinesBuilders Mutual Insurance CoBurns and WilcoxEMC Insurance Companies

363444231336

16IBC5263034

Johnson & JohnsonRPS RollinsSummitWinery Pak

OBCIFC3838

alphabETiCal indEx of advErTiSErS

iianC STaffChief Executive OfficerKelley Erstine • [email protected]

Vice President of Education & CurriculumVince Sorgi, CIC AAI AIS • [email protected]

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

Vice President of Insurance Operations & Technical AffairsStuart Powell, CPCU CIC CLU ARM ChFC AMIM AAI ARe CRIS • [email protected]

Vice President of Member ServicesNatalie Simpson • [email protected]

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

Accounting CoordinatorJanet Miller • [email protected]

Education & Membership CoordinatorTrisha Knott • [email protected]

Education Program ManagerToya Crichlow-Mack • [email protected]

Education & Events RegistrarJanice Szewczyk • [email protected]

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

E&O and Special Account ExecutiveJan Watkins, CISR • [email protected]

Events & Member Programs ManagerAllyson Knott • [email protected]

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

Marketing & Sales RepresentativeDee Yates • [email protected]

Member Communications CoordinatorRena Todd • [email protected]

Membership CoordinatorJill Lewis • [email protected]

Technology & Automation SpecialistGeorge Robertson • [email protected]

nCaia STaffChief Executive OfficerKelley Erstine • [email protected]

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

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

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

Accounting ManagerDiane Baldwin • [email protected]

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

Account ExecutiveKaren Kerr, CISR CPIW AAI • [email protected]

Account ExecutiveMarianna Pittman • [email protected]

Account ExecutiveLisa Weatherly, CISR CPIW • [email protected]

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Superior customer service is in our genes.

6 Carolina Agents Journal - 2014 Issue II

MYRTLEBEACHThe Grand Strand is the place to be with IIANC in 2014! The site of both the Joint Young Agents Conference and the 117th Annual Convention, Myrtle Beach truly offers something for everyone.

BAREfooT LAndingLocated along the Intracoastal Waterway in North Myrtle Beach, Barefoot Landing is a center for shopping, dining, entertainment and special events for the entire family. The great selection of restaurants includes: Greg Norman’s Australian Grille, Flying Fish Public Market & Grill, Joe’s Crab Shack, TBonz Gill & Grill, Ultimate California Pizza and Wild Wing Cafe. After your delicious meal, stroll along the boardwalk surrounding the 27-acre lake and do some shopping! Feeling more adventurous? Check out Alligator Adventure - one of the largest reptile zoos in the world that’s home to over 700 alligators and crocodiles, extremely rare exotic snakes, lizards and Komodo dragons with live shows and demonstrations to excite all ages.

BRoAdwAY AT THE BEACHNever-ending fun for the whole family on 350 acres in the heart of Myrtle Beach! Hungry? Check out Hard Rock Cafe, Jimmy Buffett’s Margaritaville, Liberty Steakhouse & Brewery or Yamato Steak House Japan, among many others. Already eaten? Take in a fun game of miniature golf at Dragon’s Lair Fantasy Golf, enjoy an exciting helicopter ride from Helicopter Adventures or visit WonderWorks, an attraction with over 100 exhibits that will spark your imagination and stimulate your mind! You can also head over the Ripley’s Aquarium to see a 750,000 gallon shark tank. Too much activity for you? If you’re looking for a quiet night, take in a movie at Carmike Cinema - Broadway 16.

article continued on page 8

Carolina Agents Journal - 2014 Issue II 7


TAngER ouTLETsWant to go shopping? There’s no place better than the two Tanger Outlet malls located on both Highway 501 and Highway 17. Some of the stores include: Banana Republic Factory Store, Brooks Brothers Factory Store, Calvin Klein, Gap Factory Store, J. Crew, Kate Spade New York, Michael Kors, New Balance, Old Navy Outlet Store, Polo Ralph Lauren Factory Store and many more. Find high quality goods at fantastic, discount prices!

THE “MiniATuRE goLf CApiTAL of THE woRLd”Myrtle Beach is a popular destination for avid golfers, but did you know it also claims to be the “miniature golf capital of the world?” There are 50 miniature golf courses located throughout the Grand Strand! These themed courses, including those with pirate ships and lava-spewing volcanoes, are sure to entertain the whole family.

MYRTLE BEACH BoARdwALk & pRoMEnAdE / skYwHEELMyrtle Beach’s new Oceanfront Boardwalk is now open for your enjoyment! The 1.2 mile-long Boardwalk and Promenade runs along the sand from the 14th Avenue to

2nd Avenue Piers in Myrtle Beach. The SkyWheel, the 187 foot ferris wheel, is surrounded by some delicious eats, great shopping and the beautiful beaches of the Atlantic Ocean. After you’ve had your breath taken away by the view from your flight, check out the LandShark SurfShack and then grab a bite at the LandShark Bar & Grill.

fAMiLY kingdoM AMusEMEnT pARkThere’s just a special place in the hearts of families everywhere for that old-time, friendly amusement park by the sea. Family Kingdom features more than 30 rides, including an exciting wooden roller coaster. Splash down on their Log Flume, freefall 110 feet in the Slingshot Drop Zone, bounce a bit on the bumper cars or hit the Go-Kart tracks.

THEATRE foR THE wHoLE fAMiLYMyrtle Beach is home to many theatrical, live-entertainment shows. Located at Barefoot Landing, Broadway at the Beach, and everywhere in between, spend your evening at one of the popular (and frequently sold-out) shows including The Carolina Opry, Alabama Theatre, Legends in Concert, Medieval Times Dinner & Tournament, Palace Theatre, Pirates Voyage Dinner Attraction and more.

Myrtle Beach is known as the “miniature golf capital of the world”

Photos courtesy of the Myrtle Beach Area Convention and Visitors Bureau

CAj


Myrtle Beach 1.2 mile-long Boardwalk and promenade

Tanger outletsThe Carolina opry theatre

This presentation outlines many of the questions, comments, examples and conversations used by the top-producing insurance agents to position themselves as advisors, communicate their value effectively and make everyday risks simple, visual and easy to understand. Eight Secrets is designed to help multi-line agencies close more sales, deepen account penetration and increase retention.

Agents who attend this presentation and implement Bill's ideas routinely report increases in production of 50% to 100%.

Bill Whitley is a nationally recognized speaker, author and researcher who specializes in assisting insurance professionals to attract more clients, close more sales and deepen client relationships. His successful sales improvement programs have been implemented for clients such as IBM, Apple Computer, EDS and AT&T.

KEYNOTE SPEAKER:

BILL WHITLEY

EIGHT SECRETS OF THE TOP-PERFORMING

AGENTS

IIANC and IIABSC are teaming up to offer the first ever North

Carolina/ South Carolina Joint Young Agents Conference!

10

The luxurious Marina Inn at Grande Dunes is tucked away in peaceful seclusion. Centrally located between North and South Myrtle Beach, it’s just minutes from all of the area attractions. The Marina Inn at Grande Dunes offers a variety of amenities including...

• Private Beach Access • Outdoor Pool • Resort Club at Grande Dunes Golf Course • Tennis Club• Indoor Pool• Fitness Center

MARINA INN AT GRANDE DUNES

THE TOP REASONS YOU SHOULD ATTEND THE YOUNG AGENTS CONFERENCE

10

IN MY MINDNC/SC JOINT YOUNG AGENTS CONFERENCEAUGUST 7-10, 2014 | MYRTLE BEACH, SC

SIGN UP TODAY AT IIANC.COM!

NETWORK with company representatives in a

relaxed environment.

Learn from informative sessions AT THE

BEACH!

LEAVE YOUR BUSINESS SUIT AT HOME...and bring your bathing suit!

A FREE FRIDAY afternoon will give you the chance to enjoy all

that Myrtle Beach has to offer!

MEET FELLOW YOUNG AGENTS from across

the Carolinas.

WE’LL CLOSE THE CONFERENCE WITH A BANG! Reception and dinner featuring the popular Myrtle Beach House of Blues band, Ntranze.

You can show your NORTH CAROLINA PRIDE by battling

South Carolina’s Young Agents during Saturday

afternoon’s beach games.

A nationally-recognized keynote speaker, BILL

WHITLEY, will help you increase production by

50-100%.

Enjoy a SUMMER BEACH VACATION at a

low rate at the award-winning, luxurious Marina

Inn at Grande Dunes.

EXCITING ROUNDTABLE DISCUSSIONS featuring topics like : New Ways to Generate

Producer Leads/Social Media, Top 10 Business Mobile Apps for Productivity, and more!

9 87 6 5

4 3 21

CALL (877) 403-7676 BEFORE JULY 8 FOR A LOW GROUP RATE

Rooms starting at $164/night

TH

ATTENDEE REGISTRATION

HOW TO REGISTER

Online www.IIANC.comFax (919)882-9881E-Submit PDF with Adobe Acrobat

Mail IIANC PO Box 1165 Cary, NC 27512

Questions? Contact Allyson Knott [email protected]/ (888)275-8909

$25 X (____)Name: _____________________Age:_____Name: _____________________Age:_____

PAYMENT BY CREDIT CARD

Registration Must Include PaymentForms received without payment will not be processed.

Payment By: Check (Payable to IIANC) Visa MC Amex

_________________________________________Credit Card Number

_________________________________________Expiration Date Security Code (required)

_________________________________________Print Name on Card

_________________________________________Credit Card Billing Address & Zip Code

_________________________________________Signature

____________________________________________________Full Name

______________________________________________________Preferred Name for Badge Designations

______________________________________________________Agent National Producer Number (NPN) Date of Birth

Please Mark License(s) Held and Positions in Agency

P&C License L&H License CSR

Producer Owner/ Principal Other

First time attending the conference? Yes No

_____________________________________________________Agency

_____________________________________________________Mailing Address

_____________________________________________________Email Address Phone Number

PAYMENT BY CHECK

Day Pass (Agents Only) Includes all conference activities for specified day

Spouse/ Guest All Conference Activities (cannot be a licensed agent or company representative)

Children (age 3-17) Please indicate age and number attending:

Registration TypeMember Non-Member

Full Young Agent Registration (age 41 and under)

Full Additional Young Agent Registration (age 41 and under)

All Conference Activities

Additional agent(s) from agency after first one registers

On/ Before After7.8.14 7.8.14

Amount Due

$140 $155 $190

$125 $140 N/A

TOTAL AMOUNT DUE:

$_____

$_____

$_____

$_____

$_____

$_____

Company Representative Registration All Conference Activities

$250 $350 $____PARTNERS: $185

Notice of cancellation ust be submitted in writing to the registrar via email ([email protected]) or fax (919-882-9699). Refunds will only be given to cancellation requests received by close of business on August 1, 2014. Substitutions may be made until five business days before the conference and must be received via email or fax. Any changes (including substitutions made to an existing registration) will incur a $25 processing fee.ADA Policy: IIANC complies with Title III of the Americans with Disabilites Act. We invite all registrants to advise us of any disability and any requests for accommodation to that disability. Your request should be submitted as far in advance as possible.

Friday: $60Saturday: $100

Friday: $80Saturday: $120

$115 X (______)Name: _________________________

For dramatization only. Stewart knows how to change a �at tire, but should not service a vehicle in any circumstance.

*

MARRIOTT RESORT & SPA AT GRANDE DUNES800 Costa Verde Drive • Myrtle Beach, SC 29572 • (843) 449-8880

This award-winning hotel provides the perfect balance of high-quality resort accommodations and business-friendly amenities in the heart of Myrtle Beach. Convenient to the city’s shopping and entertainment centers, the Marriott Resort & Spa at Grande Dunes features luxurious guest rooms, a large beachfront pool with water slide, a luxurious European spa with an indoor pool and a pristine beach. Reserve your room by October 1st to receive the group rate of $139/night (space permitting).

KEYNOTE SPEAKERScott Addis, The Addis GroupThe Trusted Advisor- Your Quest to Enhance Your Customer Experience Journey

Scott serves as the President & CEO of The Addis Group and Addis Intellectual Capital (AIC). Scott has been recognized

as one of the “25 Most Innovative Agents in America” by the National Alliance for Insurance Education and Research (Austin, TX) as well as The Franklin Award for outstanding achievement and contribution to the insurance industry in the Delaware Valley. In his presentation, The Trusted Advisor, Scott will introduce tactics to enhance performance, profitability and brand identity. Specific focus will be placed on the design and development of a powerful value proposition consisting of a process to facilitate your ability to identify, prioritize and mitigate the risks of those organizations for whom you serve.

Register today at IIANC.com

Join several hundred member agents, Young Agents and company representatives at IIANC’s largest and most anticipated event of the year. This premier event includes the state’s largest insurance industry trade show, informative sessions from expert speakers and lively social events. This is an invaluable opportunity to learn and network alongside peers of all ages, rank and experience levels and is a must-attend event for all independent agents!

@TheBigI_NC#iiancannual

Follow us on Twitter to be the first to

hear about exciting announcements!

• NETWORKING OPPORTUNITIES Three full days of networking with the best of the best! Meet fellow agents, find new markets or just visit with old friends.

• PAC/YAC ANNUAL GOLF TOURNAMENT Held at Pine Lakes Country Club

• EXCITING BREAKOUT SESSIONS Timely and informative breakout sessions allow you to choose the topics that are most beneficial to you and your agency.

• LIVELY SOCIAL EVENTS Relax and enjoy all that Myrtle Beach has to offer while having fun at a beautiful beachfront resort.

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

Connect with us

I AmTrusted

From answering underwriting questions to assisting in risk evaluation, AmTrust employees provide the best customer service to agents like you. That’s how you are able to provide the best small-business insurance coverage to your customers, and it’s why AmTrust is the 10th largest workers’ compensation coverage insurance provider in the nation with an “A” rating from A.M. Best.

to help agents provide the best coverage.

To learn more about AmTrust, visit us at amtrustnorthamerica.com or call 877.528.7878.

AGENT REGISTRATION

HOW TO REGISTER

Online www.IIANC.comFax (919)882-9881E-Submit PDF with Adobe Acrobat

Mail IIANC PO Box 1165 Cary, NC 27512

Questions? Contact Allyson Knott [email protected]/ (888)275-8909

$75 X (____)Name: _____________________Age:_____Name: _____________________Age:_____

PAYMENT BY CREDIT CARD

Registration Must Include PaymentForms received without payment will not be processed.

Payment By: Check (Payable to IIANC) Visa MC Amex

_________________________________________Credit Card Number

_________________________________________Expiration Date Security Code (required)

_________________________________________Print Name on Card

_________________________________________Credit Card Billing Address & Zip Code

_________________________________________Signature

____________________________________________________Full Name

______________________________________________________Preferred Name for Badge Designations

______________________________________________________Agent National Producer Number (NPN) Date of Birth

_____________________________________________________Agency

_____________________________________________________Mailing Address

_____________________________________________________Email Address Phone Number

PAYMENT BY CHECK

Day Pass (Agents Only) Includes all convention activities for specified day

Spouse/ Guest All Convention Activities (cannot be a licensed agent or company representative)

Children Charge applies to children ages 6-17 years. Children under 5 are complimentary.

Registration TypeMember Non-

MemberFull Agent Registration

Full Additional Agent Registration

All Convention Activities

Addl. agent(s) from agency after first one registers

On/ Before After10.1.14 10.1.14

Amount Due

$250 $300 $550

$200 $250 N/A

TOTAL AMOUNT DUE:

$_____

$_____

$_____

$_____

$_____

$_____

$_____

PAC/ YAC Golf Tournament$135 Handicap ________

Email team requests to [email protected]

First time attending the conference? Yes No

Notice of cancellation ust be submitted in writing to the registrar via email ([email protected]) or fax (919-882-9699). Refunds will only be given to cancellation requests received by close of business on October 10, 2014. Substitutions may be made until five business days before the conference and must be received via email or fax. Any changes (including substitutions made to an existing registration) will incur a $25 processing fee.ADA Policy: IIANC complies with Title III of the Americans with Disabilites Act. We invite all registrants to advise us of any disability and any requests for accommodation to that disability. Your request should be submitted as far in advance as possible.

$125 $275

$150 X (______)Name: _________________________

$175

YA MemberOn/ Before After

10.1.14 10.1.14

$200 $235

$150 $185

$100 $120Indicate Which Day: Sun Mon Tues


The $300,000 InvesTmenTIIANC has invested $300,000 on your behalf to advertise across the state of North Carolina. For the duration of 2014, North Carolinians will see these ads in publications like Our State Magazine and major newspapers across the state, including The Charlotte Observer, the Raleigh News & Observer and the Greensboro News & Record. In addition, online advertising on popular websites will target the types of customers your agency wants to attract!

how Does ThIs AffecT me?To make this easy for you, these Freedom Campaign advertisements are available to you as a FREE MEMBER BENEFIT and can be customized with your agency’s logo and information. Print ads, digital banner ads, radio ads, direct mail pieces and more are available to help you advertise in your local area. Place an ad on your local radio station, advertise in your town’s newspaper or mail a postcard to members of your community - it’s that easy! The Trusted Choice Agent Resource Center hosts print and

digital advertising materials that Trusted Choice agents of North Carolina can easily customize and use to promote their individual agencies.

These ads can be accessed by visiting www.TrustedChoice.com/Agents and logging in with your National ID/password. Forgot your log-in information? Call us at (800) 849-6556 or email [email protected].

TAke IT A sTep furTher wITh DIgITAl ADverTIsIng In Your locAl AreATrusted Choice is offering IIANC members a state-wide digital media buy, which include display banner ads which are shown adjacent to content on eligible webpages across the internet. The display banner ads are targeted based on age, gender, web behavior and location. Some of the sites consumers could see the ads are on You Tube, The Weather Channel, and Careerbuilder.com, just to name a few. See page 22 for details.

Interested in learning more? Contact Kiescha Cherry at [email protected]

Independence is freedom

#freedomIsYouJoin the Freedom Campaign.

Through a special partnership with Trusted choice®, IIAnc is excited to launch the new Trusted choice freedom campaign featuring completely redesigned ads to help independent agents compete with captive agents! The advertising materials of the campaign showcase independent agents as a trusted source for consumer insurance needs, by highlighting an independent agent’s freedom to choose from more than one insurance provider. The campaign’s official slogan is “free to do what’s right for you™.” with new print and web promotional materials, radio ads, and adverting packages, IIAnc member agents now have the opportunity to promote their agencies more prominently to the insurance buying public.

#freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou


The IIAnc brAnD promIse: A member guIDe To mArkeTIng Yourself As An InDepenDenT AgenTLast year, IIANC began working with Capstrat, a nationally-known communications agency to help us develop a better marketing strategy to promote Trusted Choice independent agents in North Carolina. After months of research with consumers and member agents, Capstrat identified the key components of the IIANC Brand Promise – our members’ advantage over the competition. It’s what sets us apart and makes us different. To help your agency easily implement and communicate this brand promise to your customers, we have put together a thorough branding guide for you. This guide, which is available exclusively to IIANC

members, breaks down the thought behind our brand promise, compelling reasons for using it, and provides real-world examples on how to apply it in your agency. Successfully branding your agency can be as easy as 1-2-3 with the help of this guide.

But, the real key to successfully advancing independent agents in North Carolina is for ALL of us to work together to promote the brand. Obtain your free copy of the branding guide today and use this proven messaging to better communicate the independent agent brand promise to your agency’s customers and prospects.

Email [email protected] for your digital copy of the IIANC Brand Promise.

geT moneY bAck! up To $1600 AvAIlAble Through The TrusTeD choIce mArkeTIng reImbursemenT progrAmAs a Trusted Choice agency, you can take advantage of the expansion of the Marketing Reimbursement Program. In the past, agents were reimbursed 50% of their spend on co-branding efforts when they used the Trusted Choice logo on business cards, websites, and other promotional materials. While agents can still take advantage of the 50% reimbursement for up to $500, the new tiered format of the program allows agents to get more for their money in advertising.

Sounds too good to be true? It’s not! Visit www.trustedchoice.com/mrp to download a copy of this year’s guidelines.

The

IIANC BrANd PromIse

A MeMber guide To MArkeTing yourself As An independenT AgenT

presenTs

#freedomIsYou #freedomIsYou#freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou


For more information, contact Kevin Brandt at (800) 221-7917 x5414 or [email protected]

Free to do what’s right for you.SM

ALL THE BRANDING TOOLS YOU NEED TO LET CUSTOMERS KNOW YOU’RE

FREE TO DO WHAT’S RIGHT FOR THEM.

National Print Ads Local Print Ads

Agency Self-Mailer

Agency Letter

Agency Postcard

“�The�first�thing�I�thought�was,�I�really need�to�look�into�my�current�policy.”

agree�after�seeing�the�ads�that�independent�agents�are�better�suited�to�fulfill�their�insurance�needs

84o/o

“�It�gets�me�thinking�–�am�I�limited�right�now� with�my�choices�–�am�I�paying�too�much?”

were�more�likely�to�use�Trusted� Choice�Independent�Agents

78o/o

Local Agency Web Banner National Web Banner

- To access the campaign materials, visit trustedchoice.com/agents -

LET’S TALK ABOUT WHAT FREEDOM OF CHOICE CAN DO FOR YOU.

Jane Sullivan800-123-4567

IS YOURINSURANCE AGENTTRAPPED?


A Trusted Choice® Independent Agent has the flexibility to competitively shop many different providers on your behalf, giving you options and prices you didn’t think were possible. The only one they’re captive to is you.

Find your independent agent. Find a better deal at trustedchoice.com

INDEPENDENT AGENTS HAVE FREEDOM OF CHOICE.



on The roAD AgAIn...IIANC visited Wilmington, Greenville, Cary, Greensboro, Asheville and Charlotte to roll-out the Freedom Campaign to our members across the state! We were greeted by tons of agents who were thrilled to hear all about this exciting, new initiative and how they can market their agencies using innovative, free ads. A special thanks to Patrice Nickols, a representative from Trusted Choice, who joined us!

The freeDom cAmpAIgn comes To you!Keep your eyes open the next time Dee Yates, IIANC’s Marketing Representative, pays your agency a visit! Take a picture with our “traveling mascot” from the Freedom Campaign and tweet us your picture: @ThebigI_nc #freedomIsYou

Kelley Erstine addresses the group atthe IIACM meeting in Charlotte

Brady MillerStroud-Miller Insurance

Mike Oelz and Robin PriceAllen Tate Insurance

Patrice Nickols

Carol Snipes, Snipes InsuranceDee Yates

The road show in Cary

Cynthia StaleyLifeStore Insurance

John DawkinsDawkins and Associates

#freedomIsYou #freedomIsYou#freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou #freedomIsYou


For more information, contact Kiescha Cherry at (800) 221-7917 x5443 or [email protected]

*estimated reach and frequency will vary by market


EXPAND YOUR BRAND AWARENESS BY COST-EFFECTIVELY REACHING POTENTIAL CUSTOMERS WITH DIGITAL BANNER ADS.

BE PRESENT AND TOP OF MIND TO POTENTIAL CUSTOMERS IN YOUR AREA THROUGH DIGITAL BANNER

ADS TAGGED WITH YOU AGENCY INFORMATION

RECEIVE MONTHLY AND POST-CAMPAIGN REPORTING INCLUDING IMPRESSIONS, CLICKS, CLICK-THROUGH RATE, COST PER THOUSAND IMPRESSIONS AND COST PER CLICK.

of Adults 25-54 have searched online in the last 6 months for information on home, auto and/or life insurance

24o/o

What is a display banner ad? Display ads are banners that show adjacent to content on eligible webpages.

Each time an ad is shown, that is one impression. Display is purchased on CPM (cost per thousand) impressions. For example, $3.75 CPM means it costs $3.75 for every 1,000 impressions shown.

of the US population regularly uses the internet

78o/o

• $3,000 investment ($2,250 paid by agent, $750 funded by MRP)• Target customers within a 3 to 5 zip code area• 3 month flight (April - June)*• 800,00 estimated impressions• 400 estimated clicks• Increase awareness of your brand and drive qualified traffic

to your website• Additional $3,000 increments can be purchased at full price

to increase reach and/or add additional zip codes


Your ads could be featured on sites

such as these:

For more information, contact Kiescha Cherry at (800) 221-7917 x5443 or [email protected]

*estimated reach and frequency will vary by market


EXPAND YOUR BRAND AWARENESS BY COST-EFFECTIVELY REACHING POTENTIAL CUSTOMERS WITH DIGITAL BANNER ADS.

BE PRESENT AND TOP OF MIND TO POTENTIAL CUSTOMERS IN YOUR AREA THROUGH DIGITAL BANNER

ADS TAGGED WITH YOU AGENCY INFORMATION

RECEIVE MONTHLY AND POST-CAMPAIGN REPORTING INCLUDING IMPRESSIONS, CLICKS, CLICK-THROUGH RATE, COST PER THOUSAND IMPRESSIONS AND COST PER CLICK.

of Adults 25-54 have searched online in the last 6 months for information on home, auto and/or life insurance

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Every successful business is built on strong relationships. That’s why we’re committed to the partnerships we create with agents like you. At Liberty Mutual Insurance, you can depend on us for responsive, local decision making and comprehensive coverages for your clients, for all business sizes and industries. You’re passionate about helping your clients, we’re passionate about partnering with you. For more information, contact your territory manager or visit libertymutualgroup.com/business.

Your clients depend on you.You can depend on us.

© 2013 Liberty Mutual Insurance. Insurance underwritten by Liberty Mutual Insurance Co., Boston, MA, or its affiliates or subsidiaries.


The state of North Carolina was well represented at April’s Big “I” National Legislative Conference in Washington, DC with 55 attendees, the largest state delegation in attendance.

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

Patrick Young, Bryan Beasley and Jeff MozingoThe North Carolina delegation visits Senator Kay Hagan’s office

Sydney Jamison, Haynes Sherron, Rep. George Holding, Josh Lipstone and Bobby SalmonIIABA’s Ryan Young and Charles Symington

The North Carolina delegation visits Senator Richard Burr’s office


Bill White, Neil Annas, Jackie Ireland and Bobby Salmon

Don Evans, John Pribble, Jim Mozingo, Scott Evans and Dal Snipes

Cloyce Anders and Tom Minkler

Delicious BBQ is served from McCall’s BBQ in ClaytonThe delegation from Appalachian State with Rep. Virginia Foxx

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North Carolina won three major awards at the Big “I” Legislative Conference, including:

• InsurPAC National Championship Award - goes to the state whose agents contribute the most money for InsurPAC in a calendar year; collectively, North Carolina agents contributed more than $67,000

• Young Agent National Championship PAC Award - honors the state whose Young Agents donate the most money to InsurPAC; NC Young Agents contributed $14,500

• InsurPAC Eagle Award - recognizes states that surpass a fundraising average of $100 per member agency

NORTH CAROLINA WINS MAJOR PAC AWARDS AT THE BIG “I” LEGISLATIVE CONFERENCE

PAC Insure Your Future!Have you contributed to PAC yet?

Turn the page to fill out the form today!

InsurPAC’s Chair Mike Larges, Chairman-Elect Scott Evansand IIABA Chairman Tom Minkler

Some of the North Carolina delegation with the awards

InsurPAC’s Chair Mike Larges, Anna Bailey and IIABA Chairman Tom Minkler

Small Business PAC of IIANC, Inc. 101 Weston Oaks Court, Cary, NC 27513 P: 919-828-4371 [email protected] NCPAC

Independent Insurance Agents & Brokers of America C/O IIANC 101 Weston Oaks Court, Cary, NC 27513 P: 202-863-7000 [email protected]

Payment InformationPayment InformationPayment Information **(All contributions must be made by PERSONAL check or PERSONAL credit card.)**

Contributor InformationContributor InformationContributor Information

Name: _________________________________________________________________________ Date:____/____/____ Agency: ____________________________________________________________________________________________ Address: ___________________________________________________________________________________________ Mailing Address City State Zip Code

Phone:(____)_______________ Fax:(____)_______________ Email:_________________________________________ Are you a Young Agent? (under 41 yrs.): Yes No If yes, please give birth date for our records only:____/____/____

PERSONAL CHECK ~ Separate personal checks made payable to InsurPac and NCPAC.

$__________to InsurPac $__________to NCPAC

PERSONAL CREDIT CARD ~ One-time personal credit card contribution.

$__________to InsurPac $__________to NCPAC

Contributions or gifts to InsurPac and NCPAC are not deductible as charitable contributions for purposes of federal income tax. Federal and State law require us to use our best efforts to collect and report the name, mailing address, occupation and name of employer

for each individual. Your contribution should be considered strictly voluntary. Any corporate contributions are prohibited.

Yes, I want to INSURE MY FUTURE INSURE MY FUTURE INSURE MY FUTURE with a Personal Contribution to InsurPacInsurPacInsurPac! (Check contribution below.)

__$5000 Millennium __$2500 Platinum __$1000 Centennial __$500 Gold __$250 Pioneer __$150 Founder __$100 Young Agent __Other $________

InsurPac ContributionInsurPac ContributionInsurPac Contribution

Yes, I want to INSURE MY FUTURE INSURE MY FUTURE INSURE MY FUTURE with a Personal Contribution to NCPACNCPACNCPAC! (Check contribution below.)

__$5000 Millennium __$2500 Platinum __$1000 Centennial __$500 Gold __$250 Pioneer __$150 Founder __$150 Young Agent Pioneer __$100 Young Agent Founder __Other $________

NCPAC ContributionNCPAC ContributionNCPAC Contribution

Credit Card Info: ( )MasterCard ( )VISA ( )American Express (no other credit cards accepted) Credit Card No.:_________________________________________________ CVV2 No.:________ Expiration Date:____________ Name on Card:_______________________________________________ Signature:___________________________________________________ Credit Card Billing Address:_____________________________________ ___________________________________________________________ City:______________________________ State:_____ Zip:__________

Return PAC contribution forms to the address above or via fax (919-882-9883) or email ([email protected]).


CLOYCE ANDERS HONORED WITH PRESTIGIOuS WOODWORTH MEMORIAL AWARD

At the Big “I” Legislative Conference in April, IIABA honored IIANC Past President Cloyce Anders with the 2014 Woodworth Memorial Award, the highest honor the Big “I” bestows on a member. This prestigious honor recognizes the outstanding contributions of an independent agent or broker to the national association, to his or her Big “I” colleagues and to the insurance industry. “His dedication, service and support to his association and

the independent agency system are unprecedented and fully epitomize the very tenets of this prestigious award,” said Kelley Erstine, IIANC CEO. “Bottom line: He will do absolutely anything asked of him on behalf of both his national and state associations. His energy and continued support are undying.” Anders has a long and distinguished record of service to his state and the national association. In addition to serving on various committees and as IIANC president, he has received every agent award North Carolina bestows, including Agent of the Year and the Lifetime Achievement award, among others. For the national association, in addition to his work on the executive committee and as president of the association, Anders made an impact on many important Big “I” programs, including professional liability, InsurBanc and government affairs. He was a leader in the Big “I” E&O program, serving as chairman of the Professional Liability Committee. He was the original architect of the Big “I” Reinsurance Corporation that is in place today. He was also one of the primary founders of InsurBanc, and served on the Peyton Street Holding Company Board overseeing the bank.

Congratulations, Cloyce!

Bob Rusbuldt, Cloyce Anders and Tom Minkler

photos provided by IIABA

CAj

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A market access program and special member benefit - available exclusively for IIANC member agents.

iMarkets – Your Market Solutions Program was developed to meet the needs of our members by helping to provide access to standard markets in North Carolina. iMarkets will facilitate the relationship between carriers desiring to write coverage and IIANC member agents that are unable to receive company appointments due to volume commitments, location or other factors. This exclusive program is available as a member benefit only to IIANC member agencies.

PARTICIPATING COMPANIES:

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Sharon KochesAssistant Vice President of Insurance [email protected] • (888) 275-8912

Dee YatesIIANC Marketing & Sales [email protected] • (919) 863-6545

IIANC Presidential PARTNERIIANC Silver PARTNERIIANC Gold PARTNER

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Carolina Agents Journal: For those who don’t know you, can you provide us with some background information about yourself?Vince Sorgi: I was born and raised in Durham, NC, by my parents, Walt and Agnes Sorgi. My dad, originally from Boston, signed a contract with the Boston Red Sox and came to Durham in 1945 to play minor league baseball with the Durham Bulls before founding the Sorgi Insurance Agency in 1954. I have three brothers and sisters, including my younger brother Jim, who continues to own and operate the agency. I graduated from UNC Chapel Hill in 1973 with B.A. in Psychology, and worked in Human Resources with Milliken & Co., a textile company in South Carolina, until I joined the family agency in 1981. A fun fact: one of my fellow employees at Milliken was Bill Bird, the brother of Bob Bird, former CEO of IIANC. (I had no idea that 25 years later I would be working for Bob at IIANC!) I have two children: Zach, a graduate of NC State who works for a consulting firm in Charlotte, is married to his wife Katie, who is finishing school to be a nurse anesthetist. My daughter, Jessica, recently graduated from UNC Chapel Hill and just moved to New York to pursue a career in

musical theater. I married my wife, Carol, in 2008 and she has two sons and three beautiful grandchildren who I consider my own.

CAJ: How long have you worked in the insurance industry? How did you get started and what attracted you to insurance?Vince: I joined the Sorgi Insurance Agency in 1981. Interestingly enough, even though I was around insurance growing up, I never planned to do it for a career. In 1981, while still with Milliken in South Carolina, I had a conversation with my dad about wanting to move back to the Durham area. I asked him if I could give the agency a try... And the rest, as they say, was history! I worked at the agency until 2004, when I joined IIANC as Education Director.

CAJ: Tell us about your involvement with IIANC.Vince: I started teaching CISR classes for IIANC in 2000, while still at the Sorgi Insurance Agency. I really enjoyed teaching and in the summer of 2004, Chris McLeod, who was then the Education Director at IIANC, told me that she was planning to move into another position with the Association and asked me if I would

the end of an eraVince Sorgi, IIANC Vice President of Education and Curriculum, is retiring this August after a 10-year tenure at IIANC. The Carolina Agents Journal sat down with Vince to learn about how his time in the insurance industry all began.


be interested in serving as Director. I felt this would be a great opportunity to pursue my passion for teaching and made the decision to leave the agency in July 2004 to become Education Director. I continued in that position until early 2012 when I was appointed Vice President of Education and Curriculum by Kelley Erstine. IIANC has allowed me to do what I love and given me the opportunity to help so many of our members further their professional development through the classes I have taught.

CAJ: What kind of changes did you notice that took place with IIANC during your tenure here?Vince: I have seen Continuing Education undergo some real changes (and challenges) over the past few years. The competition with online CE vendors and the economy in general have made it harder to maintain the level of attendance in our classroom offerings. We have tried to adapt to the online world by using the Agents and Brokers Network (ABEN) to provide high quality online CE courses to our members. I don’t foresee the classroom going away, but we have to make sure we deliver CE in a way ALL of our members want in the most efficient manner possible.

CAJ: What do you feel was the most rewarding thing about working at IIANC?Vince: The most rewarding thing to me is seeing the folks who are in my Pre-Licensing classes go on to have successful careers in insurance. To see them obtain their CISR, CIC and/or AAI

designations, and to feel that I have had some impact on their development as insurance professionals, is a tremendously rewarding experience for me.

CAJ: What do you think you’ll miss the most about working at IIANC every day? Vince: The people! I know this sounds cliché, but they really have become like my family. Every person on staff works as a team to serve our members. The support I have had from Kelley Erstine, the Board of Directors, and the entire staff has meant so much to me over these past 10 years.

CAJ: Now that you’re retiring, how do you think you’ll spend most of your time?Vince: I hope to be able to continue to teach for the Association. I definitely don’t plan to sit around the house, so I’ll either have to find a hobby or do volunteer work to occupy my time! It will be nice to have time to do some things I have been putting off. I have always wanted to be fluent in Italian (my grandfather on my dad’s side was from Sicily). I started with Rosetta Stone a couple of years ago but let it drop after a couple of levels. Also, I enjoy playing the piano and there are three or four Billy Joel tunes that I want to learn how to play!

Thank you for all of your hard work and dedication, Vince! You will be missed!

Opposite page: Vince with his family - son Zach, daughter Jessica and wife CarolThis page, from left (clockwise): Vince at age 2; Vince receives his graduation certificate from former IIANC President, Joe Butler, from the Institute of Insurance in Chapel Hill on March 18, 1983; Vince pictured with his first Pre-Licensing class in 2004

CAj

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You’vE goT quESTionS... wE’vE goT anSwErS

STuarT powEllCpCu, CiC, Clu, arM, ChfC, aMiM, aai, arE, CriS

vice President of Insurance Operations & Technical Affairs

(888) [email protected]

Sharon koChESCpCu, rplu, aai, au, iTp

Assistant vice President of Insurance Operations & Technical Affairs


vinCE SorgiCiC, aai, aiS

vice President of education & Curriculum


CGL ‘OThER INSuRANCE’ CLAuSE

Q: “Our subcontractor insured was installing a well connection to a private home for a GC without any written work contract. The sub has a 2004 edition of the ISO CGL policy. He ran the water supply line through the foundation into the home. The opening sealant, not having sufficient time to bond, resulted in water leakage into the basement during a long, heavy rainfall. The CGL insurer is denying the $800 claim because the GC had a Builders Risk policy, citing the CGL Other Insurance...Excess Insurance provision. Is this correct?”

A: This is the pertinent excerpted language from the CGL ‘Other Insurance’ clause [EMPHASIS added]:

4. Other Insurance If other valid and collectible insurance IS AVAILABLE TO THE INSURED for a loss we cover under Coverages A or B of this Coverage Part, our obligations are limited as follows: b. Excess Insurance (1) This insurance is excess over: (a) Any of the other insurance, whether primary, excess, contingent or on any other basis: (i) That is Fire, Extended Coverage, Builder’s Risk, Installation Risk or similar coverage for “your work”;

It appears that the CGL coverage is excess over Builders Risk coverage unless you read the introductory paragraph that says that this provision only applies to insurance that is available “to the insured” for a loss.

The question is how the Builders’ Risk policy is written. In most instances, B/R policies are written to include, as insureds, contractors and subs working on the project. If this is the

case here, then the insurer is correct and the CGL is excess; however, since the B/R in this case is not written to include the subs, coverage does not apply to “your work” under the CGL policy. So, the B/R is not coverage “available to” the insured, so the “Other Insurance” condition does not apply, meaning your insured’s CGL is primary if he is legally liable.

AuTO LAY-uP ENdORSEMENTS

Q: “Recently we’ve had two AAE questions about caveats involving removing insurance coverage on personal autos that allegedly won’t be used over the winter. There was a similar discussion involving commercial autos on the RiskList Yahoo Group.”

A: We have previously reported on a personal lines insured who had suspended all coverage except Comprehensive on the auto he kept garaged all winter. On one unseasonably nice day, he thought he’d do a little maintenance on the auto. To make a long story short, he caught the auto and garage on fire and the fire spread to a neighbor’s garage and home, causing five figures in damages. He had no auto liability coverage and his homeowners carrier denied the claim based on the auto exclusion. The agent was desperate for help in finding coverage because, of course, the insured said he was misled and thought the suspension only applied to driving the car.

Moral: If you suspend coverage and there is a significant uninsured loss, you are almost certain to be sued, so you’d better have solid, unambiguous documentation of your due diligence in explaining the possible ramifications of suspension. Couple the time you spend as an agent doing this, plus the loss in commission income, and you might reconsider whether having an account on the books that does this annually is in your best interest.

Your iianC TEChniCal TEaM ConTaCT ThEM dirECTlY wiTh Your quESTionS.

You can rely on IIANC’s knowledgeable and experienced staff to provide information and answer questions relating to many technical insurance issues, including coverages, forms, regulations, and statutes. Access to these qualified individuals is an added benefit of your IIANC membership. Questions can be submitted via the IIANC website at www.iianc.com. In this issue, we feature questions that were submitted to IIABA’s Virtual University, another member benefit.

“I have a sincere passion for helping FCCI policyholders manage risk and prevent loss. The best phone call I’ve gotten started with the words, ‘Brad, you saved my life.’”

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In today’s dog-eat-dog business environment, it is essential that you develop a strategy to stand out in a crowded marketplace, to separate yourself from your competition. Simply put, to be different.

Theodore Levitt, a renowned economist, professor at Harvard Business School and editor of The Harvard Business Review, had the following to say in his 1991 book, “Thinking About Management:”

“Differentiation is one of the most important strategic and tactical activities in which individuals and companies must constantly engage. It is not discretionary. And, everything can be differentiated, even so-called commodities such as cement, copper, wheat, money, air cargo and insurance.”

Price is the enemy of differentiation. By definition, being different is worth something. Consumers are willing to pay a premium, redefine the buyer/seller relationship, erect barriers to the seller’s competitors and establish the seller as a trusted adviser when a differentiated platform offers perceived value in the marketplace.

SEATTLE’S PIKE PLACE FISH MARKETOn a trip to Seattle in 1998, John Christensen, filmmaker and CEO of ChartHouse Learning, came across a fish market called Pike Place. As he entered the fish market, he was stunned by what he saw. Fishmongers were tossing around salmon, tuna, trout, mackerel, crabs and everything else for sale. There was so much energy, excitement and laughter from customers. Christensen was taken by the electric atmosphere, as well as the manner through which the fishmongers engaged and interacted with their customers. Often, the employees of Pike Place invite customers to join in the fun — complimenting them on their fish-throwing

abilities and commiserating if they missed catching a flying fish.

Christensen soon became deeply engaged in a memorable customer experience — a differentiated, emotion-filled sales process through which garrulous hams in bright orange overalls had taken the task of selling fish and turned it into an art. The entire purchase process was choreographed, from the tentative approach of the prospect, engagement with the fishmonger, presentation of information, closing the sale and then tossing the fish. Seattle’s Pike Place Fish Market’s self-declared business goal was to become “World Famous” — and it has done so.

From that initial visit, Christensen (www.charthouse.com) was inspired to create the FISH! film, which then led to the FISH! philosophy. Today, people all around the world gain insights into differentiation, employee engagement, customer emotion and loyalty, as well as strategies to engineer the customer experience. So what’s the point? A group of people turned an otherwise mundane sales process into an emotionally packed, differentiated customer experience.

RESEARCH ON BRAND DIFFERENTIATIONEven with all of the attention paid to branding these days, more and more people are being commoditized. In other words, fewer and fewer are able to differentiate themselves through the eyes of the customer. Commoditization occurs when the focus of the consumer’s decision is on the offering rather than on the quantifiable difference that you bring to the business.

You cannot see commoditization. However, it can be felt with a negative impact on your confidence, reputation, time, money and relationships.

article continued on page 39

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CAj

Brand Keys, a loyalty and engagement research consultancy, analyzed 1,847 products and services in 75 categories via its Customer Loyalty Engagement Index®. It found that only 21 percent of the products and services examined had any points of differentiation that were meaningful to consumers. Of interest, Brand Keys examined the insurance industry and determined that there is little to no differentiation through the eyes of the consumer. Compare this to the automobile industry, where brand differentiation is high — Volvo (safety), BMW (driving), Toyota (reliability), Mercedes (prestige) and Ferrari (speed), to name a few.

So what is missing? A differentiated value proposition supported by a unique consumer experience.

DIFFERENTIATED VALuE PROPOSITIONValue proposition is the reason for your professional existence. It describes how you create value for others. It makes you stand out in a crowded marketplace.

Without a compelling value proposition, you are ordinary and disposable — a commodity. With a distinguished value proposition, you are unique and indispensable.

Your unique value proposition statement summarizes the reason a potential customer should buy your particular product or service, how it exceeds that of your competition and why it is worthy of the price they must pay. The ideal value proposition is concise and appeals to the customer’s strongest decision-making drivers. It is an irresistible offer, an invitation that is so compelling and attractive that the customer would be out of his or her mind to refuse your offer.

Addis Intellectual Capital’s research indicates that most insurance and risk management professionals do not have a value proposition in the form of a clear and concise statement that explains the tangible results their customers will receive, the unique benefits they bring to bear that others cannot. A value proposition must go beyond functional product or service descriptions to express the results a consumer can expect to achieve.

Has someone tried to sell you a product or service without focusing on the benefits or outcomes? If so, you were most likely uninterested and disengaged. You get the point.

CuSTOMER ExPERIENCE JOuRNEYWhat is the Customer Experience Journey? It is the sum of all experiences that the customer has with you and your organization, the actions and results that make the customer feel important, understood, heard and respected. Each and every customer interaction molds and shapes the Journey. While you may take great pride in the “features and benefits” of your offerings, it is important that you access the degree to which you are stimulating the emotions of those whom you serve.

To accomplish this, you must deeply engage your customer’s emotions in addition to, and even above, their intellect. You will hit roadblocks unless you are able to discover your customer’s goals, passions and struggles, which opens the door for an intense and lasting relationship — an emotional connection that transcends

price and product.

The Customer Experience Journey guides you through a range of emotions that affect the consumer’s decisions, including fear, greed, pride, envy, anger, pain and guilt. In the business of insurance, compliance and risk management, fear is a real motivator. Fear of losing something. Fear of lawsuits. Fear of injury. Fear of risk.

Emotional connections are essential components of the Journey. Research indicates that more than 50 percent of the customer experience is subconscious, embedded in how a customer feels. The self-conscious brain is a fertile garden to sow positive seeds. The mind is highly selective, processing millions of pieces of information each second. Whether you realize it or not, you are impacting the subconscious in each step of the Customer Experience Journey.

6 ESSENTIAL STEPS TO A DIFFERENTIATED CuSTOMER ExPERIENCE JOuRNEYIn designing and delivering a Customer Experience Journey, it is important that you have a plan to engage the consumer. Emotional engagement is the foundation of the customer experience. People rationalize personal decisions first but make decisions based on feelings. A great experience transcends the rational attributes of a product or service (i.e., price).

Cecil Beaton, the English Academy Award-winning costume designer, said it best: “Be daring, be different, be impractical, be anything that will assert integrity of purpose, emotion and imaginative vision against play-it-safers, the creatures of the commonplace, the slaves of ordinary.”

Here are six essentials to differentiate yourself from your competitors: • Listen to the customer. This tactic has been neglected by

generations of well-intended professionals. A pleasurable and memorable experience occurs when the customer has the opportunity to speak about his or her dreams, goals, passions and aspirations.

• Exploit the differences of your product or services from your competitors. You must be able to highlight these differences. If not, you are in the crowd.

• Demonstrate the value of your offering so the consumer can feel the impact on the key indicators.

• Include creativity and passion in building customer solutions. • Demonstrate your personal commitment to ensure that the

consumer achieves the outcomes proposed.• Shoot for the customer’s heart. Engagement and loyalty

require an emotional connection.

Dare to be different? You bet.

Scott Addis, President and CEO of The Addis Group, is the keynote speaker at this year’s Annual Convention in Myrtle Beach. Don’t miss out on his presentation, The Trusted Advisor - Your Quest to Enhance Your Customer Experience Journey, where he will introduce tactics to enhance performance, profitability and brand identity. Register today at www.iianc.com.

Look to Trusted Choice® for tips on all things spring.

Continue to be an authoritative voice in your social network. Share, ReTweet

and look to our website for risk management tips when your clients need them.

www.TrustedChoice.com

Facebook.com/TrustedChoice @Trusted_Choice

Taxes, Tornados and Floods, Oh My!


IIANC is offering a new 6-hour course on this emerging exposure for our insureds. Join IIANC VP of Education Vince Sorgi and IIANC Automation and Technology Specialist George Robertson as they explore what constitutes a data breach, what the law says a business must do to respond to a breach, how to protect your agency from a breach threat, and what to look for in a Cyber Liability insurance policy.

iianc educationwhat’s hot in 2014

ruble select - wrightsville beach, nc

new course - cyber liability

visit www.iianc.com for more information

cic ruble graduate seminar - greensboro

august 4-7, 2014

protecting your insureds, protecting your agency

october 8-10, 2014

The exciting new format for the August Ruble allows YOU to choose the topics and times that you want to attend. Choose a morning session and spend the afternoon on the beach or sleep in, enjoy a leisurely breakfast and catch an afternoon session that YOU select! Overnight rooms at the Holiday Inn Wrightsville Beach are available at the unbelievable rate of just $169 Harbor View/$189 Oceanfront.

You can now get your CIC update at the beautiful Grandover Resort. In response to many requests, we have added a Ruble Graduate Seminar in Greensboro, this October 8-10. Overnight rooms are available for just $169/night. This Ruble promises to be a sellout, so make your plans to attend now!


The start of the Atlantic hurricane season is upon us, and your clients may not realize that they are at risk. Heavy rains, flash floods, and storm surge all increase the risk of flooding during hurricane season. Now is the time to have the flood talk with your clients to ensure that they are financially covered with flood insurance.

The Colorado State University Tropical Meteorology Project recently released a “below-average” prediction for the 2014 Atlantic hurricane season. There is a 35 percent probability that a major hurricane will strike the Atlantic coast this season. Meteorologists predict that we could see nine tropical storms, three of which could intensify into a hurricane with one becoming a major hurricane. Five years ago, the last predicted “below-average” hurricane season, saw nine named storms, two of which were major hurricanes. Storms during that “below-average” season caused more than $77 million in damage. It is important to remind your clients that it only takes one storm to cause significant flood damage.

The average hurricane produces more than half an inch of rain a day. In fact, precipitation during a hurricane can fill about 22 million Olympic-sized swimming pools, and that’s before factoring in water generated from storm surge.

When all of that adds up, your clients could find themselves in the middle of a serious flood. Without a flood insurance policy, they will be paying for the damage out of their own pockets. The average flood claim paid by the National Flood Insurance Program (NFIP) between 2008 and 2012 was more than $42,000.

And with more than 25 percent of claims originating from outside mapped high-risk areas, it is essential to communicate the financial impact of a flood to all of your clients, regardless of their designated flood zone. Remember, there typically is a 30-day waiting period before flood insurance goes into effect. Make sure your clients are covered now before the storms begin.

Visit Agents.FloodSmart.gov today to find valuable tools and resources to help you effectively communicate flood risk when having that all important flood talk with your clients and prospects.

The interactive Cost of Flooding tool illustrates how much financial damage is caused by repairing a home damaged by even a small amount of water. The Flood Risk Scenarios tool helps clients visualize how floods happen. You can even embed the tools on your website for easier access.

If you haven’t already registered for the Agent Referral Program, you’re missing out on free, qualified leads. Prospective clients who visit FloodSmart.gov can enter their address into the Agent Locator tool and be connected to an agent in their area from FloodSmart’s Agent Referral Program database. Your name will also appear on FloodSmart direct mailings and will be used by the NFIP Referral Call Center.

Hurricane season is about to begin. Take advantage of these resources and other tips and tools on Agents.FloodSmart.gov to help build your business and provide financial protection to your clients this year.

Prepare Your clients for flood risksas hurricane season approaches

article provided by FloodSmart

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Agents & Brokers Education Network via Independent Insurance Agents of NC

Visit http://iianc.aben.tv for Course Descriptions, Dates & Times.

• AnnuityBasicsandWhereTheyFit

• BuildingCodesAreBADforYourInsureds:WhyOrdinanceorLawCoverageIsNecessary

• BusinessAutoClaimsThatCauseProblems

• BusinessIncome-BeyondtheBasics

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• LiabilityIssuestoWorryAbout-IndemnityAgreements&AdditionalInsureds

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• PolicyProvisionPotpourri

• RentalCars:MoreThanMeetstheEye

• RetirementPlanningandAnnuities

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• Workers’CompensationBeyondtheBasics

*Course list is subject to change with additions or cancellations. See course catalog for most recent list.

We Bring Continuing Education to YOU!Save money and time and still get quality education through ABEN! Offering an interactive learning experience, ABEN is the next best thing to being there with-out the time and expense of traveling to a class. ABEN uses live streaming video and audio to give you access to the best instructors and courses IIANC and other Big I Associations have to offer. Experience The ABEN Difference from the comfort of your office today!

Agents & Brokers Education Network via Independent Insurance Agents of NC

Visit http://iianc.aben.tv for Course Descriptions, Dates & Times.

• AnnuityBasicsandWhereTheyFit

• BuildingCodesAreBADforYourInsureds:WhyOrdinanceorLawCoverageIsNecessary

• BusinessAutoClaimsThatCauseProblems

• BusinessIncome-BeyondtheBasics

• CertificatesofInsurance

• CommercialPropertyEndorsementsThatCanMakeYouMoney!

• COPE-PropertyUnderwritingandEffectiveLossControl

• DataPrivacyInsurance

• Directors&OfficersLiabilityInsurance

• E&OMockTrialor1000WaysAgentsWouldRatherSpendTheirDay

• E&ORiskMgmt.-MeetingtheChallengeofChange

• EstatePlanningBasics

• EstatePlanningTechniques:Gifts,Trusts&LifeInsurance

• EthicsandBusiness

• GeneralHomeownersSectionsIandII

• HomeBasedBusinessExposures

• IRAFundamentalsandSmallBusinessRetirementPlans

• InsuranceandthePropertyLease

• LiabilityIssuestoWorryAbout-IndemnityAgreements&AdditionalInsureds

• NationalHealthCareReform-PartsIandII

• NationalFloodInsuranceProgram

• NCJUA/NCIUAProducerCertification

• PolicyProvisionPotpourri

• RentalCars:MoreThanMeetstheEye

• RetirementPlanningandAnnuities

• ThoseKidsandTheirCars!

• Top5LifeInsuranceUses

• Workers’CompensationBeyondtheBasics

*Course list is subject to change with additions or cancellations. See course catalog for most recent list.

We Bring Continuing Education to YOU!Save money and time and still get quality education through ABEN! Offering an interactive learning experience, ABEN is the next best thing to being there with-out the time and expense of traveling to a class. ABEN uses live streaming video and audio to give you access to the best instructors and courses IIANC and other Big I Associations have to offer. Experience The ABEN Difference from the comfort of your office today!

THANK YOU TO OUR 2014 PARTNERS

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AgencyCapitalAgentCo/AgencyStartBailey Special Risks, Inc.Berkley Southeast Insurance GroupBuilders Mutual Insurance Company Capitol Special Risks, Inc.Cincinnati Insurance CompaniesFirst Flight Insurance GroupHanover Excess & SurplusHarford Mutual

The HartfordInsurance HouseJ.M. WilsonKemper PreferredKey Risk Management ServicesKeystone Insurers GroupThe Main Street America GroupMillennium Insurance GroupPenn NationalProgressive Insurance

QBE North AmericaRisk InnovationsSelective Insurance Co. of AmericaState Auto Insurance CompanyStonewood Insurance CompanySummitTAPCOZenith Insurance Company

AFCO/Prime Rate Premium FinanceAmerisafeCentral Insurance Companies

Imperial PFSMetLife Auto & HomeSmart Choice Agents Program

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Vince Sorgi, CIC, AAI, AISVice President of Education and Curriculum

Hometown: Durham, NCCollege: University of North Carolina, B.A. in Psychology

What would people be most surprised to learn about you? I have

a Commercial Pilot’s license. I don’t fly anymore, but I trade flying stories with Stuart Powell.What was the first concert you ever attended? My Dad took me to see The Four Seasons when I was about 13 years old - Sherry, baby!

Julie SimserEducation Coordinator

Hometown: Pittsburgh, PACollege: University of Pittsburgh, B.A. in economics

What was the last movie that you saw? 12 Years a SlaveWhat was the first concert you ever

attended? James TaylorWhat would people be most surprised to learn about you? I love to snorkel and used to scuba dive.

Toya Crichlow-MackEducation Program Manager

Hometown: Boston, MACollege: shaw University, B.A. in sociology

What would you like to accomplish in the next five years? I would like to visit the beaches of South Africa.

What would people be most surprised to learn about you? I studied tap, jazz and ballet for 18 years.What is most likely to be playing on the radio in your car? Classical music or the Sesame Street station on Pandora (my 2.5 year old daughter’s preference.)

Patricia KnottEducation & Membership Coordinator

Hometown: scotland Neck, NCCollege: raleigh school of Data Processing

What was the last movie that you saw? Divergent

What would people be most surprised to learn about you? I just started quiltingWhat is most likely to be playing on the radio in your car? 101.5 - “The Triangle’s Best Variety”

Have you ever wanted to learn more about the folks working in the IIANC office in Cary? Well, now’s your chance! We asked the Education department a few questions:

MEET ThE STaff


iianC Congratulates ournew designees!

VISIT WWW.IIANC.COM TO LEARN MORE ABOuT OuR DESIgNATION PROgRAMS

Stephanie Alviani, CICAIG

Cameron Annas, CIC, uACRMGranite Insurance Agency

Elizabeth Ausman, CISRsenn Dunn Insurance

Chad Bickers, CICHerring and Bickers Insurance Agency

Trevor Black, CICTapco Underwriters, Inc.

Nicole Elliott, CISRWilliam Bragaw & Company, Inc.

Brittney grieco, CICstrickland Insurance Brokers, Inc.

Adam Heilig, CISRBB&T Insurance services

Ryne Herring, CIC, CPCuTravelers Insurance

Sydney Jamison, CIC, CISRBagwell & Bagwell Insurance LLC

Amanda Johnson, CISRCentral Carolina Insurance

Travis Ketron, CICsoutheastern Agency Group

Paul LaPota, CICPelnik Insurance

Joanna Snyder, CISRBB&T Insurance services

Ellen Sutton, CIC, CISRsouthern Insurance Agency, Inc.

Christina Tripp, CIC, CISR, AAIrobinson and stith Insurance

Skyler Vigus, CISRBB&T Blue ridge Burke

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The Independent Insurance Agents of North Carolina is pleased to sponsor the 46th annual Trusted

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Visit www.bigigolfnc.com for more information.

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Matt Frazier, of Swimmer Insurance Agency in Charlotte, NC recently attained the Certified Risk Manager (CRM) designation through the National Alliance of Insurance Education & Research. This designation was attained through completion of five courses in the program, as well

as a series of rigorous written examinations focusing on all areas of risk management.

bagwEll & bagwEll CElEbraTES 95 YEarS of SErviCE

MaTT fraziEr aTTainS CErTifiEd riSk ManagEr dESignaTion

johnSon & johnSon aCquirES MidwEST’S STaTESidE undErwriTing

SCoTT inSuranCE CElEbraTES 150 YEarS of buSinESS

Bagwell & Bagwell Insurance celebrated 95 years of service to North Carolina on April 3, 2014 with an Open House to showcase their new location at 2626 Glenwood Avenue in Raleigh.

Almost 300 clients, company representatives, friends, and family turned out to celebrate with agency staff.

Bagwell & Bagwell Insurance was founded in October

1919 by Walter Bagwell. He quickly established an honorable reputation by providing comprehensive coverage coupled with superior customer service.

Bagwell was originally located in the First Federal Building in downtown Raleigh. The agency moved to St. Mary’s Street in the 1970s, and moved into current location in March 2013.

By providing quality protection and expert advice to individuals, families, and businesses, Bagwell & Bagwell Insurance looks forward to the next 95 years. Walter Bagwell’s legacy continues, and is even more relevant today. Bagwell & Bagwell Insurance is known for reliability, honesty, tailored coverage, and an unmatched commitment to each client’s needs.

IIANC Presidential PARTNER Johnson & Johnson has acquired Stateside Underwriting Agency Inc. (SUA) in

Crystal Lake, Illinois, and Chagrin Falls, Ohio.

SUA will continue to operate under the leadership of Richard Nowell and Chad Gaizutis, according to Johnson & Johnson President Francis Johnson.

Stateside Underwriting Agency is an underwriting manager for specialty professional liability risk products including mortgage bankers bond and professional liability for mortgage companies, architects and engineers, property managers, lawyers and other classes. In addition, SUA writes fidelity bonds for title agents.

Johnson & Johnson is a managing general agency that serves independent agents in Alabama, Connecticut, Delaware, Florida, Georgia, Maine, Maryland, Massachusetts, Mississippi, New Hampshire, New Jersey, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Virginia and Vermont.

Scott Insurance, with locations in North Carolina, Virginia and Tennessee, is celebrating 150 years of service to the insurance industry. Visit www.scott150.com for more information and to join them in celebrating the people, companies and communities central to their success.

Ronnie & Arlene Bagwell

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Want to be featured in the Member News section of the Carolina Agents Journal? Send in your agency or personal news,

accomplishments, awards, or press releases to Rena Todd, CAJ Editor, at [email protected].


MEMbEr nEwS

Arnold Mlay Insurance Agency, Inc.Kathy MlayBrevard

Barcenas Insurance Agency, LLCAuturo BarcenasCary

Complete Insurance SolutionsLisa K. FergusonLouisburg

Insurance Max Inc.William BelliardCharlotte

Marco Insurance ServiceMarc PearsonShelby

North Carolina Coastal Home Insurance.comHernan LoisWilmington

Piedmont Insurance Associates, Inc.Brandon shane PageHuntersville

Reliable Insurance Agency of NC, Inc.Lorena AmayaDurham

Triangle Insurance SolutionsJohn C. CaldwellRaleigh

wElCoME nEw MEMbErS

j.M. wilSon winS aaMga CoMMuniTY SErviCE & MarkETing awardS

MarSh & MClEnnan agEnCY aCquirES SEnn dunn inSuranCE

J.M. Wilson Corporation, IIANC Bronze PARTNER, will be recognized with two awards at the 88th Annual Meeting of the American Association of Managing General Agents (AAMGA). The AAMGA recently announced that J.M. Wilson has been selected to receive the first place award for their outstanding Social Media efforts and was chosen ‘among the very best’ as a winner for their dedication to Community Service, all in the MGA Member category. According to the AAMGA, the Advertising & Marketing awards are “awarded to members with the most innovative advertising, newsletters, sales materials, website, stationary and other collateral materials.” The Community Service Awards are “awarded to members who have contributed the time and talents of their employees to advancing causes in their local communities.”

The AAMGA was established in 1926 and has continuously served the interests of insurance companies and agents for more than three quarters of a century. It is recognized as the voice of the wholesale and excess and surplus lines insurance industry.

Marsh & McLennan Agency LLC (MMA), a subsidiary of insurance broker Marsh LLC, announced that it has acquired Senn Dunn Insurance, the largest independent insurance agency in North Carolina. Terms of the transaction were not disclosed.

Founded in 1927, Senn Dunn has annual revenue of approximately $30 million and 155 employees. Headquartered in Greensboro, North Carolina, Senn Dunn provides a widerange of property/casualty insurance and employee benefit services to individuals and businesses throughout the US. The firm has specific expertise in the construction, education, environmental, social services, and financial services industries.

All of Senn Dunn’s employees and leadership, including CEO T. Gray McCaskill, will join MMA’s mid-Atlantic region and continue to operate out of their five existing offices in NorthCarolina: Greensboro, Raleigh, Charlotte, High Point, and Wilmington.

Commenting on the acquisition, Thomas R. Brown, vice chairman of MMA’s mid-Atlantic region, said: “Senn Dunn’s exemplary leadership, staff, and reputation for being a client focused organization with strong community ties make it an excellent addition to MMA’s mid-Atlantic region. Together, we will be the preeminent risk management firm in the state offering clients a vast array of property/casualty and employee benefit services.”

“We are excited to begin a new chapter with the MMA team,” said Senn Dunn’s Mr. McCaskill. “This transition is an excellent opportunity to expand our reach, ensuring new opportunities for our associates and more resources for our clients. Senn Dunn’s commitment to our clients, our associates, and to our communities will remain the foundation for all we do as we continue to provide our clients with the world-class service and expertise they’ve come to expect.”

David Eslick, chairman and CEO of Marsh & McLennan Agency, added: “Senn Dunn is another great addition to the growing MMA family. I welcome Gray McCaskill and the rest of the Senn Dunn team to MMA and look forward to further growing our presence in North Carolina.”

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journal carolina agents 2014 issue ii · 2014. 6. 27. · this presentation outlines many of the...

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