As technology allows the ability to service large groups of clients more efficiently, many agencies are increasingly expanding their reach beyond the confines of one metropolitan area. In order to better service their customer base, agencies may open additional locations or may acquire existing entities to expand their business. The management of multiple locations creates new challenges and those challenges if not handled correctly may lead to increased opportunities for error.

Controlled growth whether organic or through acquisition can increase efficiencies and reduce cost. However, it is important to manage that growth. Be sure that the “right hand knows what the left hand is doing”. Consistent culture, compliance and communication throughout the agency at all locations, is essential to prevent confusion and potential claims which may otherwise arise from acquisitions and dispersed locations.

Make sure all staff understands your agency culture. Owners, producers, agents, CSR’s and all staff must understand the focus of the business. If the agency’s stated focus is on personal lines, then the agency should not deviate into complex specialized lines. If the agency focus is on certain niches of business, the agency should train their agents and supporting staff on how to service those markets. Often claims begin when the agency attempts to sell insurance products with which it is unfamiliar. Understand your focus. If you are acquiring agencies, acquire those that fit your vision. Then share your vision with all staff at every agency location on a regular basis. Help your team see what the agency is trying to accomplish and how each person can contribute by staying focused on the goals of the entire organization.

When the workload is heavy and clients demand your attention at your primary agency location, it can be difficult to give your attention to the other office locations. But in order to keep those other locations in line with your vision, you must provide them with the attention they need. You should try to visit your other agency locations frequently, at least once a month. Visit each site for a long enough time that the each site does not put on a front for you but actually reveals to you its true method of operation. By allowing each office to become comfortable with your visits, you can build trust and familiarity. The agents and staff at each location must feel close enough to the primary agency to be able to ask questions, share problems and seek feedback.

Establish uniform office procedures and a standard system of compliance. Each province has regulations to protect their own citizens. If you locate a branch office or even a teleworker, in another state, you must research licensing and other business regulations impacting your insurance operation. Failure to comply with regulatory requirements could lead to regulatory investigation, disciplinary action, or even the possible revocation of your license.If adjustments are needed to be made as a result of the regulations do not begin operating your business until you comply with the law.

For example, an agency had a CSR move to another state and began working remotely as a clerical assistant to their Personal Lines Manager. This employee’s job description did not entail discussing or recommending coverage with clients, and the agency believed that her job description was in line with the requirements of the state department of insurance. However the department viewed it differently and fined the agency $7,000 for the employee not having the proper license and viewed the tasks performed by this employee as “effectuating the sale of coverage”. As soon as the agency was notified of the infraction, they made changes to her job description and directed her to acquire the proper license. They then established a Director of Compliance and Compliance Committee to monitor the activities on an ongoing basis.

Standard operating procedures will enhance the efficiency and management of multiple agency locations. Staff can transfer among agencies, without extensive readjustment. The essential procedures should not vary. Each agency should have similar procedures regarding date-identification of communication with clients and carriers. Additionally, documentation of coverage offered and rejected, and maintenance of expiration lists should be standardized.

This excerpt from a letter we received from the attorney retained to defend an insured, reveals the difficulties in offering a defense when procedures are not followed. The litigation arose from damage sustained by a commercial enterprise where the carrier argued that the agency had not provided the necessary information for the carrier to quote coverage, despite several requests. Counsel stated the agency “has no documentation that it sent the proper information and the agent who worked on the account left the agency several years ago on unfavorable terms. The agent’s CSR says the agent was not detail oriented, was not good about providing information, and often made mistakes.” Defense counsel opined that it was highly likely the judge will rule that the agency failed to provide the necessary information. The agency itself had a strong culture of compliance but suffered from one agent who had not followed the standard office procedures established and who, thus, created a significant problem for the agency.

In addition to implementing uniform procedures around the process of file documentation, the agency should also implement uniform procedures for diary and suspense systems. There should be a centralized agency management system and computers in each location should be compatible with one another. In fact, it is likely that computer systems will become a backbone for your organization as offices are spread out geographically. Additionally, it is essential that you ensure adequate security of personal information acquired from your insureds, and that you provide proper privacy training to all employees. The use of encryption and other measures to protect personal data when transmitted is important. If employees use smart phones, verify the phones are password protected.

As part of the establishment of standardized procedures, make sure the staff in each location knows the method to report an errors and omissions situation. Establish and discuss the procedure with all agents and employees. Do so regularly to prevent hesitation in reporting at the time of occurrence. Don’t let problems linger. Delays could create coverage issues with your professional liability carrier.

Communication is a key to successfully running multiple locations. Free and open communication with all staff is very important when you have multiple locations. Neither the culture nor the compliance can happen if you neglect to focus on communication.

Have weekly staff meetings by phone or webinar. Have your office personnel get together at least once or twice a year to enhance communication between people on all levels.

Communicate your vision to all managers in all locations and they in turn must commit to clearly communicating your vision to others in the off-site agencies. Regular audits and evaluations of the manager and the office are critical to making sure your vision is being carried out according to your expectations.

While striving for positive energy in your organization, do not avoid discussing problem situations. Consider learning opportunities which may present themselves from potential claims situations. Educate your employees about the situations which have created problems in one office so other office sites can avoid the same mistake.

Growth is positive when controlled but be sure that the “right hand knows what the left hand is doing”. Consistent culture, compliance and communication throughout the agency at all locations, can be essential to preventing confusion and potential claims which may otherwise arise from acquisitions and dispersed locations.

Annette Hollingsworth has spent over 30 years in the insurance industry. While with ERC /GE Insurance Solutions/Swiss Re, Annette Hollingsworth has served in a variety of capacities ranging from claims to underwriting, legal to regulatory services and global compliance. Annette now serves in the Products unit where she supports the Insurance Agents Professional Liability underwriters in both the US and Canada. She attended Washburn University undergraduate and KU Law School. She has her JD., CPCU, CLU, and ARC designations.

This article is intended to be used for general informational purposes only and is not to be relied upon or used for any particular purpose. Swiss Re shall not be held responsible in any way for, and specifically disclaims any liability arising out of or in any way connected to, reliance on or use of any of the information contained or referenced in this article. The information contained or referenced in this article is not intended to constitute and should not be considered legal, accounting or professional advice, nor shall it serve as a substitute for the recipient obtaining such advice. The views expressed in this article do not necessarily represent the views of the Swiss Re Group (“Swiss Re”) and/or its subsidiaries and/or management and/or shareholders.

October is Breast Cancer Awareness Month, an annual campaign about the impact of breast cancer. Raising breast cancer awareness is especially important for all of us at the IIAW. To recognize the impact of breast cancer on our lives and to advocate the importance of self-exams, we’re sharing stories from our team. Learn more about the personal and unique experiences from the IIAW, as they open up to help raise awareness and support others on a similar journey:

Mallory Cornell: My mom, Regi Tomasovich (1958-2006), was my biggest fan, despite standing 5” shorter than me. She always had my back and she was my best friend. At the young age of 45, my mom discovered a lump in her right breast. She went through aggressive chemotherapy and seemed to be on a promising road to remission. Almost 3 years to the date of her last chemo treatment, something did not feel right. She returned to the doctor and received the news that the cancer had returned with a vengeance. It spread into her lungs and her hip and then eventually, into her brain. In just 5 short months, she was taken from us at the age of 48. We had no family history of cancer and she didn’t have any “bad habits”. I believe that if she had the same experience today, the outcome would’ve been much more positive given the advancements made thanks to research and advocacy. My story doesn’t have a happy ending, but that’s OK. I’m a strong woman, because a strong woman raised me. It’s my voice that must keep fighting for a cure. Please do your self-exams, get your mammogram and support those in your life who might be battling with their own fight.

Matt Banaszynski: My mother, Christine Banaszynski, was diagnosed with breast cancer when I was 10 years old. She was a healthy, young mother of a 10-year old, 8 year old, and 5 year old. She discovered a lump in her breast on her own and went to the doctor for further tests.

Unfortunately, three weeks went by, and she never heard back from the doctor. She assumed it was good news, but thankfully my father, who was a health care executive at the time, pushed her to follow up. She talks about how she was scared, and that ignorance can be bliss, but ultimately called to follow-up. She was very glad that she did. When she followed up with the doctor’s office, they didn’t have good news to share. They were certain it was cancer, but needed to do a biopsy. She switched doctors and her new doctor performed the biopsies. The results came back that she had cancer and that it had spread to her lymph nodes and multiple other places in her body. She immediately underwent a mastectomy and aggressive chemotherapy for 6 months.

Thanks be to God’s grace, she ultimately beat cancer against staggering odds and continues to live a healthy life at the age of 67. She is routinely checked to see if the cancer has come back. She credits her self-breast exam, being an advocate for herself and living a healthy lifestyle as to why she is alive today to see her grandchildren grow up.

Trisha Ours: I am in the best shape and health of my life and I have cancer, how can this be? In July of this year I found a lump in my left breast. At the time I thought maybe it was related to my cycle, so I decided to keep an eye on it. By the end of August, I noticed it was still there and it felt much different. It is hard to explain, but it was like there was a rope inside of me. I was scared and immediately scheduled an appointment with my Doctor. He didn’t seem to be very concerned during the exam, but still ordered a diagnostic mammogram and ultrasound because I was worried about it. I thought I would get in right away, but due to scheduling, I had to wait 17 days. I immersed myself in my work, exercise, gardening and spending time with my kids to keep my anxiety at bay. When the day of the appointment finally arrived, I was extremely nervous but was trying to remain calm and positive. The tech explained the procedure and said that I may not need an ultrasound but that they would schedule one just in case. Well, after reviewing my mammogram images, I did need an ultrasound. During the ultrasound, I watched the screen as the sonographer captured image after image. I started to worry when I saw the black spots and she started to put measurement makers on them.

When she was done, she left the room to review with the radiologist. It felt like she was gone forever, and I thought I was going to have a panic attack as my mind kept thinking about the images I just saw. When she returned with the radiologist they went over the images and recommended that I come back for not just one but three biopsies. My heart sank as I agreed to come back in the afternoon.

I text my husband, mom and some of my closest friends to let them know I had to have a biopsy as I walked to my car to go home. They told me I wouldn’t be able to do much for a few days after, so I decided to eat and do two workouts before I went back. One of my best friends happened to be in the area for work and offered to come with me for the biopsy because she didn’t want me to be alone. At first, I wasn’t going to let her come along, but she was not taking no for answer.

They took samples from two areas in my breast and one lymph node under my armpit that appeared suspicious and placed clip markers in each of the biopsy areas. After that, they did another mammogram to make sure the clips were in place. The radiologist came in and told me everything went well, but then told me I should start looking into a breast surgeon because it was likely cancer! Everything after that was a blur, but I will never forget how upset and concerned his face looked as he tried to reassure me that medicine has come along way and they would get me through it. I had no emotion. I was completely numb as I told my friend when I saw her in the waiting room. Then, I waited for what seemed like an eternity for the call that would change my life and enter me into this club of “1 in 8 women” that I never asked to be a part of. When the doctor said, “You have cancer,” I thanked him for not sugar-coating things after my biopsy, hung up the phone, and broke down in tears. How was I going to tell my family and friends this news? I was devastated. When I met with the surgeon, I was told it is Stage 1A triple positive invasive ductal carcinoma with a grade of 2 for aggressiveness on a scale of 1-3. I was also told that I can be re-staged many times throughout my journey with cancer. I have faith that I will get through this, but I keep thinking if I had not been proactive with self-checks, I could still be sitting here thinking everything is fine and could be in a much more dire situation.

Don’t get me wrong, I have a tough battle ahead of me, but I have an amazing medical team and the best support system anyone could ask for.

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According to WSAW.TV, “In Wisconsin, 5,200 women have been or will be diagnosed with breast cancer in 2021.” In addition to wearing pink throughout the month and donating to breast cancer research, make sure that you are taking the necessary precautions to detect breast cancer early. The best way to detect breast cancer is to perform a self-exam at least once a month. Self-exams require you to feel for lumps or changes in your breasts, and it’s also important to check the tissue as high as your collar bone and under your armpits. Checking monthly will allow you to know what is normal for your body and detect changes. A great way to remember these monthly exams is to set an alarm or a calendar reminder. If you notice something has changed, make sure you go to your doctor to get it checked out.

Additionally, the IIAW is raising money for breast cancer research in honor of Trisha. METAvivor is an organization dedicated to the specific fight of women and men living with stage 4 metastatic breast cancer. If you would like to donate, please head to our team page:

donate.metavivor.org/team/383943. 100% of every donation to METAvivor and 100% of every fundraiser (after event expenses) goes into their research grants.

Happy fall! Today kicks off the official start of the fall season, and it seems that the weather is starting to change too. 

In this week's Big I Buzz, we are looking into the effect catastrophes and COVID-19 have had on real estate, resume red flags to look out for and why deepfakes are considered a threat to the industry. 

Catastrophes and COVID-19 Fallout Proving Challenging for Real Estate Companies

The combination of COVID-19 plus severe weather events has caused major issues for the real estate sector. Real estate companies are having trouble managing their risks between tenants having difficulty paying rent, COVID-19 safety rules, construction and labor costs and hurricanes and wildfires. 

According to Insurance Business Magazine, "One of the biggest challenges real estate companies are facing right now is finding capacity for CAT exposures. Given recent rends, the market is getting more restrictive - carriers are more apt to exclude CAT exposures, or potentially decline to write the whole schedule, which could force the real estate company to split out their CAT-exposed properties." Additionally, COVID-19 has caused difficulties in getting building valuations correct. Read more about how COVID-19 and catastrophes are affecting real estate here. 

Top 6 Resume Red Flags

Independent Agent has released their top 6 resume red flags that employers should look out for when hiring: 

1. Job-hopping - while it's not considered as negative now as it once did in the past due to lay-offs, company closures, COVID, you should give a deeper look into why this happened. Talk with the candidate to see why these positions didn't last, and recognize how they communicate about the past position. Did they have even more jobs than listed on their resume, did they badmouth their boss during the conversation with you or did they give constructive criticism? These questions are important for getting a deeper look at why they switched positions.

2. Gaps between employment - During the hiring process, you'll want to verify that the candidate's experience is relevant to the position they are applying to. If there is a large gap between the last position and what they're applying to now, it may take longer to get them up-to-speed.

3. Typos and spelling errors - Resumes are your first look at the candidate. A resume should have received careful consideration and review prior to your receipt of it. If there are grammar or spelling errors, this is probably an indication of how the candidate will perform in the office. 

4. Career regression or lack of progress - If a candidate has stayed in the same position over the years, or took a step down to a lesser position, they may not have the drive to grow or their is an obstacle holding them back from progressing. 

5. Non-work related filler - if a resume is filling their resume page with content aside from their work experience, this may be a way to draw your attention away from their deficiency in a relevant experience. 

6. One-size-fits-all resume - Verify the resume and cover letter has been customized for the position they're applying to. If it seems generic, this could mean the candidate applied anywhere and everywhere and won't remember who you are when you call.  

Learn more about resume red flags here. 

Deepfakes: An Insurance Industry Threat

Deepfakes use artificial intelligence to alter or synthetically generate videos, that are extremely difficult for humans and even machines to detect. According to NU Property Casualty 360, "Whereas deepfakes have largely manifested as a novelty on social media, deepfakes and similar AI-generated photos and videos can pose a significant threat to industries that make important financial decisions on the contents of photos and videos, such as insurance. The ability to distort reality in ways that are difficult or impossible to detect significantly increases the risk of digital media fraud in insurance claims at a time when many carriers have rapidly adopted self-service as a way to process claims during the COVID-19 pandemic." Any processes driven by the insured in a self-service manner are susceptible to manipulated for fake media such as auto or home claims, establishing existence and condition of assets during underwriting.  There are some suggestions for implementing a layer of defense such as in-line detection, which is the process of using AI-based forensic analysis while reviewing every photo or video prior to processing a claim, and in-line prevention. This means only allowing a user to take the photos/videos in real-time instead of allowing users to upload their own photos/videos. 

Read more about how deepfakes are affecting the industry and what steps can be taken to weed out the fraud and deception 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. We hope that everyone has a great rest of their week!

Happy Wednesday! In this week's Big I Buzz, we are discussing rising alcohol sales in Wisconsin, the end to the federal health insurance subsidy and new FEMA guidance. 

Report: COVID-19 Pandemic Driving Alcohol Sales in Wisconsin

According to The Associated Press, a new report from the nonpartisan Wisconsin Policy Forum released findings that show revenue from state excise taxes on alcohol during the year that ended June 30 increased almost 17 percent over the $63.3 million they brought in the year prior. The increase will likely be the largest percentage jump since 1972 if the preliminary data holds.

This 17% jump is huge considering between 2009 and 2020, the increase in alcohol tax revenue exceeded only 2.4 percent in one year. Read more here. 

The 6-Month Federal Health Insurance Subsidy for Jobless Americans is Ending. Here's What to Do Next: 

The government's subsidized health insurance coverage for those unemployed during the pandemic through COBRA will end this month. With the end of the Consolidated Omnibus Budget Reconciliation Act, health advocates say it's time for those using COBRA to think about other insurance choices starting in October. 

According to CNBC, "Those who've been relying on the coverage should get a warning from their former employer or insurer that the subsidy period is ending. In that notice, you'll be able to see what your monthly bill will be without the government's help. If you find the new premium unaffordable, which may be the case for some, you'll be entitled to a special 60-day enrollment period on the Affordable Care Act's marketplace. To avoid a gap in coverage, experts recommend you report your upcoming loss of COBRA coverage as soon as possible."

Read more here.

Risk Rating 2.0: FEMA Releases More Guidance Ahead of Implementation

Risk Rating 2.0 is FEMA's new pricing methodology for the National Flood Insurance Program (NFIP) scheduled to be implemented on October 1st. As the implementation nears, FEMA just released the Risk Rating 2.0 edition of the NFIP Flood Insurance Manual to give guidance for administering NFIP policies under the new pricing methodology. According to IA Magazine, "The Big "I" believes that Risk Rating 2.0, if properly implemented, has the potential to improve the NFIP experience for agents and consumers, but emphasizes that the rollout of the program will be critical in determining the success of the effort. As FEMA continues to provide more information regarding Risk Rating 2.0, the Big "I" will continue to provide members with updates." 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. We hope that everyone has a great rest of their week!

Happy Wednesday! In this week's Big I Buzz, we are discussing how material and labor prices are affecting property insurance, the new FDA COVID vaccine approval and why small business insureds are showing drooping satisfaction. 

How Material, Labor Price Hikes Are Affecting Property Insurance

The COVID-19 pandemic has created a sharp increase in the price of materials and labor. These increases have in turn increased property claim costs. According to the Vice President of pricing solutions for Verisk's Xactware, "The price of sheathing materials such as plywood and oriented strand board increased by more than 350 percent from July 2020 to July 2021 and other lumber materials increased by more than 100 percent... A labor shortage is driving up costs as well."  Pyle said that guess future prices is a "foggy crystal ball". Previously when COVID-19 appeared to be under control in the US, prices started to level out, however, with the Delta variant's arrival, rates started surging again. Read more here. 

FDA's COVID Vaccine Approval Makes Challenges to Mandates Tougher to Win

This week the FDA approved the Pfizer vaccine. According to Insurance Journal, this change will make it nearly impossible to successfully challenge mandates by employers, legal experts said. 

According to Reuters, "Legal experts said there already was a growing consensus that employers could mandate an emergency vaccine. During the pandemic, both the Equal Employment Opportunity Commission and the Department of Justice issued guidance in support of vaccine mandates, provided exceptions were made for medical conditions and religious beliefs. But emergency vaccine requirements have not gone unchallenged. At least a dozen lawsuits have been filed, mostly by students against colleges, but also by employees fighting allegations of wrongful termination for refusing a shot." This new approval will make it more difficult for those who would like to challenge mandates, nearly impossible. Read more here.

The 5 Reasons for Small-Business Insureds' Drooping Satisfaction

A new survey from J.D. Power has found that customer satisfaction surrounding small-business insurance clients declined seven points this year and 15 points during the past two years. They outlined the top 5 reasons for this: 

5. Interactions leave more to be desired - the satisfaction with insurance interactions fell off by 20 points compared to the year prior. Not only was this decline due to courtesy during calls but also in the timeliness of resolution. 

4. Customers exerting too much effort - throughout the last year, small business insureds exerted three times more effort trying to interact with insurance agents. 

3. Outreach comes too late - According to NU Property Casualty 360, "During 2020, less than 20% of clients reported their carrier proactively reached out to discuss their needs related to COVID-19. This significantly increased in 2021, with 45% reported having proactive contact with their insurer. However, the negative impact it had on customer satisfaction suggests the outreach might have come too late."

2. Mixed messaging - more problems and billing issues were reported in 2021 compared to 2020, among insureds who reported receiving proactive outreach. 

1. Turning to multiple channels for answers - clients who experienced billing or other issues were twice as likely to use four or more communication channels. According to the study, "While they leveraged multiple communication tools, including call centers, the customer satisfaction level didn't vary much between channels with clients that experienced problems. This suggests the industry could do more to recreate a more seamless cross-channel experience. 

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. We hope that everyone has a great rest of their week!