We are back with another week of Big I Buzz. In this week's Big I Buzz, we are discussing OSHA's new COVID-19 emergency temporary guidance for all workplaces, the future of passwords and the results from a new J.D. Power study on auto insurance customer satisfaction.

OSHA Issues COVID-19 Emergency Temporary Standard for Health Care Workers and Guidance for All Workplaces

On June 10, 2021, OSHA issued an Emergency Temporary Standard relating to COVID-19. According to Godfrey & Kahn, "Since the beginning of the COVID-19 pandemic, OSHA has exclusively relied on existing safety standards to regulate employer conduct during the COVID-19 pandemic. Consequently, all of OSHA's previous employer directives, to date, have taken the form of non-binding informal guidance and recommendations." President Biden issued an Executive order on January 21, 2021, directed towards OSHA to consider implementing "any emergency temporary standards on COVID-19 and that these standards should be released by March 15, 2021.

OSHA updated their existing COVID-19 guidance for all workplaces on June 10, 2021. The new guidance says: 

• Encourages employers to grant paid time off for employees to get vaccinated

• Suggests that employers provide unvaccinated and at-risk workers with face coverings or surgical mask at no cost

• States that workers should continue to wear face coverings while working indoors

• Recommends that employers, especially public-facing workplaces such as retail environments, "suggest" that unvaccinated customers, visitors or guests wear face coverings when entering the workplace. 

Read more about the new guidance here. 

Forgotten Your Passwords? They Soon May Be Lost Altogether - with Insurers' Help

 Scary enough, the most popular password used in 2020 was "123456". Passwords like this were easily cracked almost 24 million times throughout the past year. According to Insurance Journal, "This data perfectly encapsulates the flaws inherent in passwords, and why it is easy to predict that it won't be too long until passwords are phased out altogether." A 2017 Verizon Data Breach Investigations Report found that 80 percent of cyber breaches were the direct result of stolen or hacked passwords. 

Biometric data which is used for unlocking our phones, paying for groceries, speaking to our bank and entering the country has caused a push for app developers to incorporate biometrics to enable users to bypass passwords altogether when accessing online accounts. According to Insurance Journal, "The phasing away from passwords to biometric data represents a shift away from "something you have" to "something you are", and this shift is welcome. Thanks to biology, our biometric data is nearly impossible to phish, guess or hack. While biometrics aren't infallible, attempts to hack biometrics are largely only attempted by some of the more sophisticated criminals, meaning the prevalence of this threat is minimal when compared to the threat facing our passwords."

Auto Insurance Customer Satisfaction Stalls Despite $18 Billion in Premium Relief, J.D. Power Finds

The auto insurance industry returned more than $18 billion in auto insurance premiums to customers in 2020 to address the sharp decline in miles driven during the COVID-19 pandemic. Despite this relief, the 2021 J.D. Power U.S. Auto Insurance Study found that customer satisfaction with auto insurers is flat, following four consecutive years of improvement. 

Here are the key findings of the study, according to Business Wire: 

•Overall satisfaction is stagnant: This is the first time since 2017 that auto insurance customer satisfaction has not improved year over year. 

• Insurers miss the mark in communication: There were significant declines in satisfaction with customer interaction. Satisfaction with the assisted online channel, is comprised of chat and e-mail functions, declines 12 points from a year ago, with decreases also seen in contact center, website and local agent.

•Customer awareness of COVID-19 relief efforts boosts brand perception: Overall brand impressions are significantly higher among customers who were aware of these relief efforts, which was also reflected in their intent to renew their policy. 

• Pandemic as catalyst to telematics growth: More than 1/3 of auto insurance customers say they are willing to try usage-based insurance which uses telematics technology to track customer driving patterns and includes discounts based on safe driving and fewer miles driven. 

• Ready to switch at hint of premium: Nearly half of auto insurance customers say they would switch if they could receive a saving of $200 or less. 

Read the more about the study here. 

For more news, check out the Action news section of our weekly e-newsletter, Big I Buzz. If you aren’t subscribed, click here to add your email to our emailing list. Don’t forget you can stay up-to-date on other industry news as its happening on our Online Community. You can join the Online Community (exclusive to IIAW members)  here  . We hope that everyone has a great rest of their week!

Happy Wednesday! In this week's Big I Buzz, we are discussing a few dates that you need to know, mitigating cyber risk and how to exceed post-pandemic customer service expectations. 

Dates You Need to Know

Don't forget to apply to the Wisconsin Tomorrow Small Business Recovery Grant. The grant program will award $420 million to small businesses impacted by the COVID-19 pandemic. The application will close at 4:30 p.m. on Monday, June 7th. Grant amounts are expected to be $5,000 per eligible applicant. Grant money can be used for any business operating costs, including but not limited to wages and salaries, rent, mortgages, and inventory, and/or for health and safety improvements. You can learn more about the grant program and apply here. 

Join us at 10 a.m. on Thursday, June 17th for our next upcoming Agency Leadership Webinar. The webinar, "2020 WI Property and Casualty Marketplace Summary" will cover a deep-dive into insurer industry data for the state of WI from an independent agent's point-of-view. Not only can this state marketplace data be useful in your agency for planning purposes, but this class also qualifies for 1 WI CE credit! This webinar is free for IIAW members! Register for the webinar here. 

Mitigating Cyber Risks - What Can Be Done? 

We've seen an increase in news stories covering ransomware attacks at places like the Colonial Pipeline and most recently, JBS meatpacking plant in Utah. These attacks leave victims having to choose between paying ransom demands or prolonging the disruption while racing to recover their data. Vishaal Hariprasad, Chief Executive Officer of Resilience, a provider of cyber insurance and security solutions to middle-market organizations told Insurance Business Mag that cyber criminals are getting bolder with their demands but they haven't innovated their tactics. Cyber criminals haven't had to, because so many organizations continue to leave vulnerabilities unaddressed. "People are very concerned about the impact of ransomware, but they're not shifting their behavior to defeat attacks. Nine times out of 10, attacks succeed because the victims didn't pay attention to the basics, such as unpatched vulnerabilities or leaving multi factor authentication off." Read more about mitigating cyber risks here. 

Five Ways to Exceed Post-Pandemic Customer Service Expectations

A recent survey by Infobip found that 89% of American consumers state that good customer service is more important now than ever due to the pandemic. Here are 5 ways to exceed customer service expectations according to Dawnyel Smink, CEO of Canyon Lands Insurance: 

1. Ensure you understand the customer ahead of the conversation. 

Review back-end data from your company and previous call logs with associated claims to understand what the client needs before a scheduled call. 

2. Provide options that may not always benefit the insurer. 

Keep the customer at the front of your mind when offering them advice. Keeping your customers' needs first may affect the ROI for the company short-term, but it ensures customer loyalty and increased revenue in the long run. 

3. Remain directly accessible even after the conversation/purchase. 

According to Property Casualty 360, "Consumers appreciate follow-ups and check-ins when they aren't directly tied to the bottom line, and they like knowing it's coming directly from a representative vs. an automated service. Check-in from time to time to ensure they've been properly cared for and that their policy is meeting their needs."

4. Understand each customer's preferred communications channel(s). 

Understanding how your customer likes to be communicated with can lead to relationship building!

5. Know that great customer service means being there for the customer, even if you're not. 

Promote carrier's tools or encourage adoption of digital self-service capabilities so that customers can take care of the simple things if and when they want to. Customers want access to information and service 24/7. 

Learn more about exceeding customer service expectations here. 

For more news, check out the Action news section of our weekly e-newsletter, Big I Buzz. If you aren’t subscribed, click here to add your email to our emailing list. Don’t forget you can stay up-to-date on other industry news as its happening on our Online Community. You can join the Online Community (exclusive to IIAW members) here. We hope that everyone has a great rest of their week.

Happy Wednesday! In this week's Big I Buzz, we are discussing how the Wisconsin DMV is looking to adjust their road test, the latest updates in the CDC COVID-19 recommendations and why nearly 800 residents of French Island are planning to sue the city of La Crosse, WI. 

Wisconsin DMV Looking to Make Road Test Waiver Program Permanent

The Wisconsin Department of Transportation began to pilot a program that would allow 16 and 17-year-olds to skip the road test requirement in Wisconsin. With over 49,000 waivers being signed since the program started last year, the DMV believes that the waiver option has been beneficial and they're looking to have the program be made permanent. 

According to WEAU, "Instead of actually getting behind the wheel to get their license, parents of the teens can go online and choose to waive the road test for their child. Officials with the Department of Motor Vehicles said teenagers are required to hold a drivers permit for at least six months, required to complete the approved driver education courses with third-party schools or with their high school, and have to log at least 30 hours of driving with their parent or sponsor in a variety of conditions. Then, the teenagers can receive a probationary driver's license online, where distractions are limited in the car by requiring them to only have one person in the vehicle that's not related to them, and then there are limited hours that they can operate the vehicle." Read more here. 

CDC Says: Fully Vaccinated People No Longer Need to Wear a Mask or Physically Distance in Any Settings

On May 13, the CDC made changes to the public health recommendations for fully vaccinated people. The CDC released these recommendations: "

"Fully vaccinated people can: 

• Resume activities without wearing masks or physically distancing, except where required by federal, state, local, tribal, or territorial laws, rules and regulations, including local businesses and workplace guidance

• Resume domestic travel and refrain from testing before or after travel or self-quarantine after travel

• Refrain from testing before leaving the United States for international travel (unless required by the destination) and refrain from self-quarantine after arriving back in the United States

• Refrain from testing following a known exposure, if asymptomatic, with some exceptions for specific settings

• Refrain from quarantine following a known exposure if asymptomatic

• Refrain from routine screening testing if feasible"

In light of the CDC's guidance saying that fully vaccinated people can stop wearing masks outdoors in crowds and in most indoor settings, some businesses are lifting face mask requirements for customers who are vaccinated. This has raised questions about medical privacy, leaving many to wonder whether asking for proof of a COVID vaccine is a HIPAA violation. Multiple news outlets have reported that non-health-care businesses don't violate HIPAA if they ask for proof of a COVID-19 vaccine. HIPAA is applied within people in the medical-related fields, including insurance and medical providers. However, HIPAA doesn't protect personal health information in every situation. According to Kayte Spector-Bagdady, a medical ethics researcher at the University of Michigan, said, "HIPAA only governs certain kinds of entities - your clinician, hospital or others in the health care sphere. It does not apply to the average person or to a business outside health care. It doesn't give someone personal protection against ever having to disclose their health information." 

Nearly 800 Residents to Sue Wisconsin City Over PFAS Contamination

Following contamination of private drinking water wells from chemicals known as PFAS, nearly 800 residents of French Island plan to sue the city of La Crosse, Wisconsin. This could expose the city to up to more than $39 million in claims. 

According to Insurance Journal, "The Wisconsin Department of Natural Resources last year launched an investigation that includes the city of La Crosse regarding contamination on the island stemming from the La Crosse Regional Airport. The DNR flagged two city wells for the presence of PFAS, which have since been taken out of service, Wisconsin Public Radio reported." Read more here. 

For more news, check out the Action news section of our weekly e-newsletter, Big I Buzz. If you aren’t subscribed, click here to add your email to our emailing list. Don’t forget you can stay up-to-date on other industry news as its happening on our Online Community. You can join the Online Community (exclusive to IIAW members)   here . We hope that everyone has a great rest of their week.

Happy Cinco de Mayo! In today's Big I Buzz, we are discussing how COVID impacts insurance, the cause for most on-the-job vehicle accidents and the 2020 tourism decline in Wisconsin.

How COVID Impacts Insurance in Unforeseen Ways

The COVID-19 pandemic has impacted virtually all aspects of the insurance industry, most of the impacts will continue to alter the insurance landscape for years to come. In personal auto lines, claim frequency plummeted due to the lockdown, as many people who ventured out during the first six months of the pandemic were greeted with mostly abandoned roads and highways compared to pre-pandemic traffic. According to Insurance Information Institute estimates, property damage frequency was down more than 30%, while severity was up by almost 20%. 

While personal auto lines claim frequency plummeted, dog ownership spiked. Insurance Journal states that this a growth opportunity for the pet insurance market, but at the same time it could cause an increase in dog-related liability claims.

"The pandemic has also changed the way insurers do business, from underwriting to claims. While digitization was an industry priority before COVID, the pandemic accelerated the transition," according to Insurance Journal. If you're looking for tech guidance, head to Catalyit.com. Catalyit simplifies technology for insurance agencies. While you wait for Catalyit to launch, get on their email list to receive Catalyit's Top 10 Tech Tips in your inbox. You'll also be one of the first to know when their free assessment is available! 

Distracted Driving at Hand in Most On-the-Job Vehicle Accidents

Motus, a workforce platform and software provider reports the top three causes for accidents on the job.

1. 74% of vehicle accidents on the job were caused by distracted driving

2. 31% of on the job incidents were caused by speeding

3. 18% of on the job incidents were caused by driving under the influence

According to Property Casualty 360, "Motus noted in its report that while discouraging the use of mobile devices among workers should be an easy step in reducing risk, at times, upper management will argue that salespeople should be engaging clients on sales calls and teleconferences during long drives. This effectively "encourages more screen time," the report stated." Read more about the report here. 

Wisconsin's Tourism Industry Sees 30 Percent Spending Decline in 2020 Due to COVID-19

Wisconsin's tourism industry was hit particularly hard by COVID, causing a nearly 30% direct spending decline. In 2019, statewide tourism was about a $13.6 billion dollar industry, but in 2020, that number had dropped to about $4 billion dollars, according to the Wisconsin Department of Tourism. 

Despite the tourism decline in 2020, officials are optimistic about a rebound in 2021, reporting the first four months of the year are shaping up to be better than 2019. Wisconsin Public Radio reports, "National research shows 87 percent of Americans plan to travel in the next six months and plan to spend more money, Acting Tourism Secretary Anne Sayers said. Dane and Milwaukee counties, which rely heavily on tourists for sports, cultural events, conventions and business travel, were the hardest hit in the state. Direct spending was down last year 39 percent in Dane County and 42.5 percent in Milwaukee County, compared to 2019, according to the Department of Tourism."

For more news, check out the Action news section of our weekly e-newsletter, Big I Buzz. If you aren’t subscribed, click here to add your email to our emailing list. Don’t forget you can stay up-to-date on other industry news as its happening on our Online Community. You can join the Online Community (exclusive to IIAW members) here. We hope that everyone has a great rest of their week.

Happy Wednesday! In today's Big I Buzz, we are discussing how highly digital agencies grow faster than their competition, new OSHA regulations and the Wisconsin Supreme Court's new ruling on capacity limits.

Study: Highly Digital Agencies Grow 60% Faster than the Competition

According to NU Property Casualty 360, "A recent survey of 600 U.S.-based independent agents from Liberty Mutual and Safeco Insurance sought to understand how independent agencies are evolving to meet new expectations. The results, published in the "Rise of the Digital Insurance Agency" report found that digitally-saavy agencies grow an average of 60% more than their less digital counterparts."

The study also found that 44% of high digital adopters experience annual revenue growth of more than 10% compared to just 29% of low digital adopters that also experienced revenue growth. 

The report noted that agents are finding value in digital marketing, which added that more than 80% of high digital adopters plan to increase their digital marketing efforts within the next year. 

If you're looking to also increase your digital marketing efforts, check out the IIAW's Digital Marketing Playbook to get some insight into how to get started with digital marketing!

OSHA Prepares to Issue Emergency Regulations to Protect Workers from COVID-19

The federal Occupational Safety and Health Administration (OSHA) is preparing to issue new short-term regulations to protect workers from catching COVID-19 on the job, according to lawyers tracking the agency's efforts. The Biden administration appears poised to reinstate masking, as some states are removing their mask mandates. According to Insurance Journal, "Most private-sector employers in the U.S. must follow rules for workplace safety set either by OSHA or by state-run versions of the agency. OSHA and its state counterparts have received over 60,000 complaints about COVID-19 safety issues, according to the agency." During the Trump administration, OSHA did not release virus-specific safety regulations so instead, a handful of states established their own temporary standards. "Employers with jobs that are medium or higher risk must follow specific policies to ensure social distancing and clean air. They must also develop written plans for how they'll respond to an infections disease outbreak and provide training to employees on COVID-19. The question now is what the details of the federal version of this will look like. Vance and Conn anticipate a stringent face-covering requirement, particularily indoors." Read more here.

Wisconsin Supreme Court Says Governor Can't Limit Capacity

The Wisconsin Supreme Court has now ruled that Gov. Tony Evers' administration does not have the authority to issue capacity limits on bars, restaurants and other businesses without approval of the Legislature. The 4-3 decision was issued Wednesday in Tavern League of Wisconsin v. Andrea Palm and Wisconsin Department of Health Services. It upholds a ruling from the Court of Appeals in favor of the Tavern League. According to the Tavern League, DHS did not follow proper rulemaking procedures and obtained an injunction against the emergency order." Read the full decision here. 

For more news, check out the Action news section of our weekly e-newsletter, Big I Buzz. If you aren’t subscribed, click here to add your email to our emailing list. Don’t forget you can stay up-to-date on other industry news as its happening on our Online Community. You can join the Online Community (exclusive to IIAW members) here. We hope that everyone has a great rest of their week.