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Agency Management | Planning for the Unexpected

Posted By IIAW Staff, Tuesday, July 12, 2022
Updated: Thursday, July 21, 2022

By: Carey Wallace, Business Consultant at AgencyFocus

 

This has become an all too familiar story.

  

An agency owner reached out several weeks ago and asked me to meet with him and the owner of an agency in his town that he was looking to purchase.  They had been talking for several years.  They had a handshake agreement that someday he will buy the agency when the time is right.  Those conversations were consistent over time, but had never turned into any action. The selling agency owner was now in his early 80s, but the time didn’t seem right just yet.  Until it was.


Some serious health issues caused the conversation between the two owners to change from someday into a reality.  I was introduced to the selling agency owner and together with the buyer we went through what to expect in the valuation process.  He was charming, funny and full of stories.  It was obvious that the last thing he wanted to talk about was his career in insurance coming to an end.  Instead, he preferred to reminisce about his favorite clients, brag about his amazing staff and tell me the story of how he started in this incredible industry of ours.  Our 30-minute call tripled in length, but I didn’t mind at all.  I loved getting to know him and honestly, I loved listening to his stories.


As our call came to an end, we agreed that the completing the valuation was the next logical step. The seller expressed concern about letting his staff know he was contemplating selling, so he asked that I mail him the proposal and confidentiality agreement and send the data sheets that were required for the valuation in an email that does not mention the purpose.  He planned on confiding in his office manager as she would need to help him completed the information.  The proposal was sent, agreement was signed, and the data sheets were emailed.  We were on our way.


Two weeks later first thing Monday morning I received a call from the buyer. I answered with a chipper Good Morning and was met with an unexpected somber voice. He fumbled his words and struggled to share the news that the seller’s health had taken a turn for the worse,  he was hospitalized a few days ago and passed away the previous evening.  Then there was silence.


I cannot even begin to tell you how much I dread this kind of call.

  

My heart sank and you could tell his heart was breaking as well.  We both were quiet for what seemed like forever.  I broke the silence with a question, “Tell me what I can do to help?”  He then shared his thoughts and plan to help the sellers widow navigate the next days, weeks and months. She is now faced with taking care of the affairs for an agency she has never been a part of and had no idea where to begin.


When something like this happens, the focus goes from planning to “rescue”.  Worse than that, someone who is mourning the loss of the greatest love of their life is forced to make decisions that they have no experience handling. They are forced to think about details and logistics that are in many cases completely foreign.


We started discussing things like:


Who has the logins and ability to access the carrier portals?

How do we ensure that we keep the appointments in place and take care of the customers?  Who has the logins to the accounting system, bank accounts?  Is there any life insurance?  Does someone know how to run payroll?  What do we tell the staff?  Clients? Carriers? How do we reassure the staff?


It is completely overwhelming. The business that was a lifetime of work and the main source of income in their retirement is now in jeopardy.


The reality is for many agency owners the time will never be right and sadly they will put planning for the transition of their agency off until there is no time left.


This can happen to anyone at any age.


You do not have to exit your agency to have a plan.


The time is always right to make a plan.

 

For more information about planning for your agency please visit www.agency-focus.com or contact Carey Wallace at Carey@agency-focus.com.

Tags:  agency management  insuring Wisconsin  leadership  wisconsin independent insurance association  wisconsin insurance agency help  wisconsin insurance blog 

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Agency Management - 5 Behaviors of Great Agency Owners

Posted By IIAW Staff, Monday, November 29, 2021
Updated: Wednesday, December 1, 2021

 By: Carey Wallace, Business Consultant, AgencyFocus

There is an incredible opportunity in the insurance industry for someone who wishes to own their own business.  With over half of the agency owners facing retirement in the next 5-10 years, as well as a strong desire by many agency owners to remain independent and offer the same opportunity to the next generation that their agency provided to them.  There is no question the opportunity exists – for the right person.  What will it take to be a strong and successful agency owner? I asked this question to many successful agency owners and here are the most common themes in their answers.

 

Transition Your Thinking

 

When you are an owner of a business your job has a completely different focus. You can no longer be singularly focused on ways you can be successful, instead it is transformed to a much broader perspective. You are now responsible for building the partnerships, structure, team, technology and environment that puts you and your team in the best position to serve your clients.  This transition takes time, requires different perspectives and the ability to listen and stay humble. “Surround yourself with people that can challenge the way you think.” – Matt Simon, Coverlink Insurance. Above all else, take great care of the people – the humans that are the heart and soul of your organization. There is nothing that matters more than them.  You are not going to have all the answers all the time, so stay open, humble and listen.

 

Have a Clear Purpose

 

Leading with your purpose as your guide is key to your success.  This will keep both you and your team focused on what matters most: Trust & Relationships.  “Insurance is not a transaction, it’s a promise and a trusted relationship.”, Perk Reichley, Reichley Insurance. While you’re honing your sales and leadership skills, stay committed to becoming a person that CAN be trusted and CAN forge healthy relationships. This is hard work and requires showing up even when it is inconvenient, making and keeping promises of personal service and dedication, listening to other needs more than talking about your own, hanging in there for the long haul with others, and always seeing the potential around you when you are struggling yourself.   It requires strong character and a personal inner strength to do these things, making this role not a fit for everyone.  Know yourself and only step into this role if you are confident that these are the types of things that energize you and bring you a great sense of accomplishment. “Serve others and you will succeed.” – Adam Augspurger, Steadfast Insurance.  When you lead with your purpose as the guide, the sales, premium and number goals will fall into place.

 

Know Your Numbers

 

Be an expert in your business by having a great handle on your numbers. While your numbers should not be the only measure of your success, they are an important part of running the agency.  You should know exactly what’s is driving your business, what your areas of weakness are and be the one focused on minimizing those obstacles and challenges. As the leader, you will set the example what being a good steward of the agency’s resources means.  “Build a war chest of savings that you can deploy when the time is right.” Seth Zaremba, Zinc Insurance. You never know what challenges you will face, so being thoughtful in how you prepare will put you in the best position to face the unexpected. How you deploy both time and money is important to your success. Take that role seriously and always put the agency’s interests first.

 

The most successful agencies have leaders that run their businesses like they are selling them tomorrow.

 

Don’t Go It Alone

 

Leading an organization can lonely, but it doesn’t need to be.  This industry is filled with incredibly giving people that want to share their experiences and knowledge with others. There is a servant leadership quality and camaraderie that exists in our industry that is both impressive and unique. Where else will you find your competitors willing to spend both their time and energy helping each other and the industry as a whole?  Get involved, give back and get connected.  The most consistent piece of advice from agency owners was to put yourself in a position to learn from others.  Surrounding yourself with other agents is one of the best ways to learn and grow.  Don’t ever underestimate tapping into the knowledge of those that led before you – their insights are invaluable. Be a student of the industry and be willing to share your knowledge.  I guarantee that if you make the time to volunteering and becoming involved with other agents, you will receive more than you can ever possibly give.

  

Have a Plan

 

As the leader of an agency, it is your responsibility to ensure that the agency’s future is secure.  The best way to do this is to have a plan.  Every business that has employees, recurring income, and complex processes should have a documented succession plan.   Independent agencies meet all three of these requirements.  Planning for the ongoing success of your agency may feel overwhelming, but it is an important part of your role as the leader of that organization.  The agency’s future should not be left up to chance, so take the time to document your plan and revisit the plan on an annual basis to ensure that it is kept up to date and your agency’s future is well protected.

 

For more information visit www.agency-focus.com

Tags:  agency management  insuring Wisconsin  wi  wisconsin independent insurance association  wisconsin insurance agency help  wisconsin insurance blog 

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Agency Management

Posted By IIAW Staff, Sunday, October 24, 2021
Updated: Wednesday, December 1, 2021

By: Chris Boggs, Executive Director Risk Management and Education, Big I Virtual University

 

 

“Can a certificate of insurance limit the breadth of protection provided by the insurance policy and endorsements?”


This has to be the weirdest certificate of insurance (COI) question I have ever been asked. Generally, the question goes the other way, asking if language on a COI can broaden coverage.


Technically, the answer is the same regardless of whether the COI language “broadens” or “narrows” coverage – no, the COI does not alter coverage. However, and there is always a “however,” the practical answer can be “yes, the COI does alter the breadth of coverage” IF the holder is harmed due to detrimental reliance on the information contained in the COI.


Somehow, it seems unreasonable to assert that the holder can be harmed by detrimental reliance if wording in the COI narrows the breath of protection. Because detrimental reliance does not seem to be an issue, the answer is back to no, the COI does not affect the breadth of coverage provided by the policy. (Besides, the concept of “detrimental reliance” is for the benefit of the holder.)


Even the disclaimer language contained within the COI supports the idea that coverage is not altered. The COI (ACORD 25) specifically states:


“THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.”



According to the COI language within the form, coverage is not amended in any way. Seems relatively clear that, short of detrimental reliance, nothing in the COI alters the reality of the policy language.


Back to the initial question, and the reason for this review, “Can a certificate of insurance limit the breadth of protection provided by the insurance policy?” Obviously, the COI cannot narrow the clear policy language any more than it can expand it.


Why, then, is this a question to consider? When the insurance carrier tries to get out of paying a claim because of information contained on the COI.


How absurdly ironic. It is understandable for a carrier to attempt to avoid paying a claim because the COI expands coverage. But it seems incredibly ridiculous (maybe not quite to the level of bad faith, but close) for the insurance carrier to then use the COI to claim that the policy doesn’t respond because the COI narrows the breadth of coverage.


The carrier cannot have it both ways. Either the COI affects coverage or it does not!


Let’s use the Automatic Additional Insured endorsements as an example. For this example, the narrower of the two available ongoing operations automatic additional insured endorsements is used, ISO’s CG 20 33 - Additional Insured-Owners, Lessees or Contractors-Automatic Status When Required in a Written Construction Agreement With You.


This is considered the narrower of the CG 20 33 and CG 20 38 because it requires “privity of contract,” meaning that to be an additional insured, the party must be the contracting party. The CG 20 38 automatically extends AI status to any party requiring such status in the contract, not just the contracting party. (Irrelevant to this article, just for information.)


ISO’s CG 20 33 extends additional insured status to, “any person or organization for whom you are performing operations when you and such person or organization have agreed in writing in a contract or agreement that such person or organization be added as an additional insured on your policy.”


“Any” is a relatively broad term – it means any. The wording extends AI status to “any person or organization” the insured is performing operations when a written contract requires AI status be extended to that contracting party. There is very little doubt of the intent. If the contract requires AI status be extended to the party with privity of contract, AI status is extended.


How could the COI possibly be used to narrow this grant of protection? Many agents are in the habit of listing the relevant project in the Description of Operations; or possibly such listing is required by the contract, but does listing the wrong project in the COI negate the grant of AI status found in the endorsement?


Assume the insured works on many projects for the upper tier contractor, each under separate contracts, and all contracts require AI status. Presently the insured is working three projects:


• Johnson Project at 123 Main Street;

• Smith Project at 321 King Street;

• Jones Project at 456 Meeting Street.


The agent issues a COI for each of the project but forgets to change the project name within the COI’s Description of Operations. Does the listing of the Johnson Project in the COI for the Smith Project change the grant of AI status?


Don’t laugh! This is a real possibility, especially if the loss is large enough.


Let’s answer three questions:


• What does the endorsement require for a party to be

   an AI? A written contract. As was already stated, each

   project was under separate contract. But even if all

   projects were on the same contract, there is still a

   written contract in place requiring AI status.

• Does the endorsement reference any documents

   OTHER THAN the written contract? Well, no. The

   only document referenced in the endorsement is the

   contract. The COI isn’t contemplated in the application

   of the endorsement.

• Does the COI alter coverage? Seems this has already

   been addressed. Technically no, unless the HOLDER is

   harmed by detrimental reliance.


This leads to the ultimate question, does having the wrong project and/or address affect the extension of AI protection to the upper tier contractor? No!


Certainly no insurance carrier would attempt to use a COI to limit coverage when they are endlessly stating that a COI does NOT expand coverage. This would be the height of irony and an ethical low point.

Tags:  agency management  agency owner  insuring Wisconsin  wisconsin independent insurance association  wisconsin insurance agency help  wisconsin insurance blog 

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