member benefit booklet - delaware edition

Driving members to distinction.

MEMBERBENEFITSA SUPPLEMENT TO PRIMARY AGENT MAGAZINE2

012/2013

NEWMARKETINGRESOURCES__________________

PAGES 14/15


About the Delaware Association of Insurance Agents & Brokers

As THE state trade association for independent agentsThe Delaware Association of Insurance Agents & Brokers (DAIAB)is a strong advocate for members as they strive for distinction ina competitive marketplace. Teaming up with our national partner, Independent Insurance Agents & Brokers of America (IIABA)— commonlyknown as the Big “I”— DAIAB gives members access to a robust portfolio of programs, products and services that can add significantvalue — and distinction — for their agencies. Many of the resourcesdescribed in this catalog have been developed based on our vastindustry knowledge as well as input from member agents.

Faced with many challenges, independent agents need a strong partnerthey can count on for support in many areas. DAIAB has the tools and expertise to help members:

• protect their assets with E&O coverage and loss-control resources• educate employees with award-winning classroom and

on-demand training• increase sales through marketing and branding tools and advice• protect their interests with effective advocacy at the state

and federal level• streamline business operations with productivity tools

and resources• stay informed with timely, in-depth and actionable information

This catalog serves as a handy quick reference guide to the many resources available to members. Additional details on these benefits can be found at iabgroup.com. Visit our Website often for the most up-to-date information on new member benefits and other informationyou need to drive your agency to distinction.

We’re listening!

Part of DAIAB’s mission is to develop offerings based on member feedback. Several items in this catalog were inspired by Member Agent Panels(MAPs), groups of independentagents that meet twice a year in their home region to sharetheir experiences, views andideas. MAP meetings are an open forum for discussion and an opportunity to learn about issues of importance to members.Members can offer suggestionsand insight anytime by e-mailingour Member Service Center [email protected].

5050 Ritter Road

Mechanicsburg, PA 17055

Phone: (800) 998-9644 / (717) 795-9100

Fax: (717) 795-8347

Email: [email protected]

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Contents

Agency Operations....................... 10 – 12Getting Started

Start-up Agency ToolkitEmployee Management

HR Solution©

Big “I” Career Center Business Services

24/7 Customer Care Financial Services Retirement Services Benchmarking

Marsh Berry Best Practices

Car RentalPrint Products Shipping Services

Real TimeEmergency and Business Continuity Planning

Carrier Relationships ...........................13Company Satisfaction Index

Coverage Issues.......................................13

Marketing and Branding...........14 – 15Project CAP

Online Marketing Support Consumer Portal

Brand AffiliationTrusted Choice©

e-Newsletters Consumer Brochures from DAIAB

Publications and .........................Communications .....................................16Independent Agent MagazineAgent Headlines Capitol ConnectionDAIAB WebsiteSocial Media Primary Agent Magazine

IA&B Partners ....................Inside Back CoverIA&B Partners Program

Insurance Products........................... 2 – 5Errors & Omissions Program

E&O Loss-Control SeminarsE&O Coverage for Property and Casualty Agents E&O Coverage for Life and Health AgentsAgent’s UmbrellaVirtual Risk Consultant

Group PlansMarket Options

Personal Umbrella PolicyHome Business InsuranceWorkers’ Compensation Big “I” Markets Excess Umbrella Liability Insurance Eagle Agency Flood Insurance Premium Financing

Political, Industry and Legal Affairs ................................ 6 – 7Political ActionLegal Affairs

Producer Agreement ToolkitFiduciary ResponsibilityAgency TerminationContract Reviews

Events and Education .................... 8 – 9Executive Management ConferenceAnnual ConventionDesignation Programs

Certified Insurance Counselor (CIC) Certified Insurance Service Representative (CISR)Certified Professional Insurance Agent (CPIA)

Errors & Omissions Loss ControlSpecial Topic SeminarsOn-site TrainingLicensing Preparation

Self-Study PackageOnline and On-demand Training

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iabgroup.com(800) 998-9644

Online BenefitBig“I”Benefit

Insurance Products

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iabgroup.com(800) 998-9644Online BenefitBig“I”Benefit

ICONLEGEND

BENEFITSfound online atiabgroup.com

Big “I” benefitiiaba.net

Errors & OmissionsProgramBeyond offering comprehensive coverage from the industry’s most stable E&O carriers, DAIAB has toolsand resources to help agents identify potential exposures and develop protocols to limit them. Strong technical knowledge and solid operational practices will help you prevent unnecessary claims.More information on E&O resources described in thissection can be found by logging onto iabgroup.comand clicking “Errors & Omissions.” For coverages, call the IA&B Sales Center at (800) 998-9644, option 2.For other inquiries, press option 1.

E&O Loss-Control Seminars _______________________________Learn how to avoid claims by attending E&O loss-control seminars through DAIAB. We offer programs that explore different angles — from understanding how and why agents are sued to learning best practices for preventing claims. Seminarsare designed for any agency employee that could

have an impact on claims. Loss-control credits are awarded for these programs.

Utica and Westport E&O policyholders may be eligible for pricing considerationswhen completing these and otherDAIAB courses.

See the seminar schedule atiabgroup.com/E&Oseminars

Protect your agency and your

customers with insurance products

available through your membership

in DAIAB. Whether it’s errors and

omissions (E&O) coverage for your

agency, specialized market access or

premium financing, DAIAB helps

safeguard your business and increases

your value to clients by providing

coverage programs from

well-established carriers.

PROTE

CTION

E&O Coverage for Property and Casualty Agents _______________________________

Strong, stable E&O coverage from highly rated carriersis available through the licensed agents of IA&B ServiceGroup — the “agents’ agency.” Membership creditscan provide cost savings for member agencies purchasing coverage through IA&B. You will appreciatecoverage features important to independent agents:

� comprehensive coverage� range of deductibles� liability limits options� optional coverages

� employment-related practices liability� contingent catastrophe claim extra expense

Our E&O team of service-oriented professionals will guide you through important considerations for protecting your business.

The description of coverage herein is for illustrationonly and is subject to individual policy provisions.

E&O Coverage for Life and Health Agents_______________________________

Litigation can come from anywhere, impacting eventhe best of agencies doing everything by the book.Protect your business with E&O coverage features for life and health agents:

� optional first-dollar defense� full prior acts� defense costs in addition to limit of liability

Rest easy knowing you are protected. Turn to DAIABfor coverage from stable carriers to safeguard yourhard-earned assets.

The description of coverage herein is for illustration only and is subject to individual policy provisions.

Agent’s Umbrella_______________________________

When your agency’s earning potential and assets warrant more protection than your E&O and commercial coverage provides, turn to DAIAB for additional umbrella insurance. We work with you tocraft an umbrella program that extends your coveragelimits and shields your agency from a potentially devastating loss. DAIAB’s umbrella program providesexcess coverage for the following underlying policies:

� personal umbrella for agency principals� errors and omissions� comprehensive general liability� workers’ compensation� commercial automobile liability � optional employment practices liability

(additional charge and subject to underwriting approval)

Agencies of all sizes can benefit from DAIAB’s umbrella program, which includes:

� comprehensive coverage � competitive rate structure� payment plans for any premium

To learn more, visit iabgroup.com and click “Insurance Products.”

Insurance is underwritten by Penn National Insurance. The description of this coverage herein is for illustration only and is subject to individual policy provisions.

Virtual Risk Consultant_______________________________Increase productivity and professionalism while limiting E&O exposure with The Big “I” Advantage®

Virtual Risk Consultant powered by Rough Notes. This unique risk evaluation and coverage resource is available at a deep discount to members. It helpsidentify hidden exposures, while providing greater understanding of the products you sell. Modules tohelp with solicitations and e-marketing are also included. For more information, visit iabgroup.comand click “Agency Operations” and “Discount Services,” or call The Rough Notes Company at (800) 428-4384.

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Insurance Products

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Home Business Insurance_______________________________

You can tap the home business market using RLI’shome business insurance, available through DAIAB.Many entrepreneurs working out of their homes discover they are under insured only after suffering a loss. RLI helps you protect home business clients with coverages that are often excluded in homeowners’ and renters’ policies. With policiesthat are simple to rate and self-underwriting, you can quickly tell your clients if they qualify for coverage. Other advantages include:

� business property protection up to

$100,000 (with a $250 deductible)

� liability limits up to $1 million

� policies written on a standard

BOP form

� electronic data processing coverage

� loss-of-income coverage

Group Plans_______________________________

Through your national membership in the Big “I,” you can choose from several IIABA/Guardian insurance plans designed to help protect you, your employees and families:

� Long Term Disability� Short Term Disability� Term Life with AD&D

Learn more at iabgroup.com/PAgroupprogram.

Market Options Growing your business by selling more types of coverage is possible through DAIAB’s Market Options.A robust portfolio of coverages is available to members who want to reach more insureds or togrow relationships with existing customers throughproduct cross-selling. These programs provide competitive commissions, yet have no volume requirements or access fees. Visit iabgroup.com and click “Insurance Products” to learn more.

Personal Umbrella Policy_______________________________

With liability lawsuits leading to expensive juryawards, clients may not have the coverage they needwith their current auto and homeowners’ policies. Protect your clients’ financial well being by offeringpersonal umbrella policies (PUP) through RLI. A PUP’sstand-alone capability eliminates the complications of complying with underlying coverages. Programhighlights include:

� self-underwriting application

� ability to combine with another umbrella for additional coverage

� limits up to $5 million

� coverages above auto, home and rental properties

� broad underwriting guidelines

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Eagle Agency_______________________________Build your personal lines book of business using Eagle Agency, a benefit created exclusively for IIABAmembers. Eagle Agency provides easy access to top-rated carriers with low volume commitments and no fees. Profitable Eagle agents attaining a pre-determined level of written premium will have the opportunity to receive direct contracts with thepartner carriers.

Flood Insurance _______________________________

Help your clients prepare for flood damage with Big “I”Flood Program. IIABA and its flood insurance partner,Selective Insurance, offers DAIAB members access toflood insurance. Beyond the coverage, this programprovides education and guidance for agents unfamiliarwith writing flood policies. Selective also provides arange of tools as part of its WYO program.

Premium Financing _______________________________

Help your clients manage the cost of their insurancecoverage with premium financing. Available for personal and commercial lines, you can offer an affordable solution to clients who need coverage anda way to pay for it. Highlights of the program include:

� guaranteed interest rate

� online quoting and servicing

� easy Quick Loan technology

� flexible payment terms

� optional credit card down payment

Premium financing can add to your agency’s bottomline. With competitive interest rates, you can add another source of revenue to invest in your business.For more information, visit iabgroup.com and click“Insurance Products,” then “Premium Financing.”

Workers’ Compensation _______________________________

Protect your business-owner clients from lawsuits resulting from work-related accidents. DAIAB’s partnership with Agency Resources Inc. (ARI), gives you access to a small, mono-line workers’ comp program to expand your product offering and growyour business. Program highlights include:

� selection of carriers

� hundreds of business classes

� any size account

� multi-state availability

� same-day quotes� pay-as-you-go option — clients pay

premiums based on actual payrolls, not estimates

Big “I” Markets _______________________________

Grow your business with specialty/niche policies, program business and hard-to-find markets with coverage through Big “I” Markets. As an IIABA member, you have access to competitive products with attractive commissions for a wide range of coverages, including:

� affluent homeowners’

� renters insurance

� event liability

� recreational vehicles

There are no access fees, no volume requirements andno IT capabilities beyond basic Internet access.

Excess Umbrella Liability Insurance _______________________________

Our increasingly litigious society has created new andcomplex exposures for individuals, especially those with substantial assets or high income. Anderson & Murison’s primary and excess umbrella liability insurance is designed to help mitigate the significant liability risks these clients face every day.

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Political Action_______________________________ Join the legions of independent insurance agents trying to affect positive change by participating in DAIAB’s grassroots action alerts and by making a contribution to AgentPAC — your state association’s political action committee. Donating to AgentPAC is how you can personally make a difference. Your contribution helps ensure that agent-friendly candidates are elected and representing your interests in the halls of political power. Making an online contribution is easy and secure when you log on at iabgroup.com and click“Political Action Center.”

� ensuring the role of agents in theimplementation of health care reform

� making sure regulators are aware of the need for increased diligence when implementing new rates in the workers’ comp. market

� ensuring that agents — as business owners — don’t get pinched in revenue-generating proposals to address state budget deficits

Our national partner at the Independent Insurance Agents & Brokers of America (IIABA —commonly known as the Big “I”)maintain a strong presence inWashington to advocate on behalf of members at the federallevel. Together, we work to elect like-minded legislators and to encourage regulators to supportthe independent agency system. We also offer resources to advise you on important legal and compliance matters. Stay informed through items inweekly Agent Headlinese-newsletters, monthly CapitolConnection updates and 24/7 resources at iabroup.com. Morein-depth articles also appear on the pages of Primary Agentmagazine each month.

Political, Industry and Legal Affairs

DAIAB is your voice

in Dover and

throughout the

industry by working

to ensure that new

laws, government

regulations and

industry trends are

in your best interest

(and helping you to

navigate them, when

they’re not). ADVOCACY

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Legal Affairs _______________________________ DAIAB’s advocacy goes beyond lobbying lawmakers. We protect member interests in the legal system and explain what court decisions and government regulations mean to them. Rely on DAIAB to provide the information you need to make informed decisions.For expert guidance on a legal question or situation, log onto iabgroup.com and click “Industry & Legal,” or refer to the specific resources described below.

Producer Agreement Toolkit

Don’t let departing employees leave with your agency’s accounts. DAIAB’s Producer Agreement Toolkit is a Web-based resource that walks memberagency owners through necessary provisions in producer agreements and spells out the consequences of improperly drafted contracts. It also contains a sample producer agreement for employees and independent contractors. Members can access this resource at iabgroup.com/patoolkit.

Fiduciary Responsibility

Ensure your fiduciary accounts are in proper order using DAIAB’s Fiduciary Responsibility Resource. This online resource provides a solid foundationfor you to thoroughly understand your legal requirements, how to manage those requirementsand how to maximize FDIC protection on youraccounts. To get your fiduciary duties in order,log on to iabgroup.com, and click “AgencyOperations” then “Fiduciary Duties.”

Agency Termination

When agencies and carriers part ways, contract laws, consumer rights as well as state laws come into play. This resource looks at the state agencytermination statutes and answers frequently askedquestions about the operation of that law. Log onto iabgroup.com and click on “CarrierRelationships” then “Agency Termination.”

Contract Reviews

DAIAB provides reviews of and advocacy concerning carrier contracts. Advocacy on behalf of members is central to the mission of DAIAB, with an emphasis on the protection of agents’ ownership ofexpirations and other key components of agency-company contracts.

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Courses are offered in ways that workbest for your agency:

� traditional classroom settings in your region

� on-site training right in your office building

� online training through scheduled webinars

� on-demand content anytime, anywhere

Events

Executive ManagementConference (EMC)_______________________________DAIAB has designed programs exclusively for member agency owners to receive guidance on keymanagement topics. These dynamic conferences focuson complex issues that require careful attention, butoften get overlooked in the daily operation of runninga busy agency.

Topics are identified by members through variousmeans, including Member Agent Panel meetings, surveys, evaluations and member inquiries to DAIAB. Recent conferences have focused on agency perpetuation, technology utilization and, last year,producer management.

Watch for specifics on the 2012 EMC in October, tentatively focused on agency marketing and scheduled in a new location — Gettysburg.

Annual Convention_______________________________Mark your calendar for June 6-7 and plan to joinfellow agents, CSRs, company representatives andvendors at DAIAB’s 55th Annual Convention inRehoboth Beach. The convention offers activities,management-level sessions, professionaldevelopment, networking and peer recognitionall in one fun location.

Designation ProgramsDAIAB offers designation and certification programs togive your staff the knowledge they need to be a greaterasset to your agency. Professional designation pays dividends for the agency, employees and clients.

Certified InsuranceCounselor (CIC) _______________________________

This designation is recognized as the insurance industry’s highest sign of distinction. The curriculumgoes beyond personal and commercial lines coveragebasics to build a keen awareness of special policies,while exploring innovative ways to maximize clients’coverage. Relevant, practical content is taught throughfive institutes:

� Agency Management

� Commercial Casualty

� Commercial Property

� Life and Health

� Personal Lines

See the full institute schedule andregister at iabgroup.com/CIC.

Certified Insurance ServiceRepresentative (CISR) _______________________________

This program coaches front-line employees — yourCSRs, agents and agency managers — and lays thefoundation for them to deliver exceptional customerservice. It provides information on risks and exposuresof personal and commercial lines while focusing oncross-selling coverages and minimizing E&O claims. The program is comprised of five courses that are offered in classrooms or online:

� Agency Operations

� Insuring Commercial Casualty

� Insuring Commercial Property

� Insuring Personal Autos

� Insuring Residential Property

See the full course schedule andregister at iabgroup.com/CISR.

For an independent agency, knowledge

can mean the difference between

distinction and extinction. DAIAB’s

award-winning training programs

make employees more valuable to

their agencies and their clients.

Events and Education

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Certified Professional Insurance Agent (CPIA) _______________________________This program teaches participants how to generatequalified leads and fine tune communication skills.Three Insurance Success Seminars cover marketing and sales strategies that will maximize sales opportunities:

� Position for Success

� Implement for Success

� Sustain Success

See the full schedule and registerat iabgroup.com/CPIA.

Errors & Omissions Loss ControlLearn how to avoid claims by attending E&O loss-control seminars through DAIAB. We offer programs that explore different angles — from understanding how and why agents are sued to learning best practices for preventing claims. Loss-control credits are awarded for these programs.

See the full schedule and register at iabgroup.com/E&Oseminars.

NOTE: Utica and Westport E&O policyholders

may be eligible for pricing considerations when

completing these courses.

Special Topic SeminarsLook for seminars coming throughout the year that will take you beyond the basics and into the complexityof different insurance coverages. 2012 kicked off with a full-day seminar entitled “Cyber Liability Exposuresand Solutions.”

See the full schedule and register atiabgroup.com/education/SpecialTopics.

On-site Training Maximize your agency’s productivity and effectively trainyour staff right in your own office building. Meet yourstaff training goals without the travel expense and timespent out of the office by hosting any DAIAB training program right on your premises. Contact the DAIAB Member Service Center for more details on how you can bring on-site training to your agency.

Licensing PreparationThese programs are designed to take some of the anxietyout of taking licensing exams. DAIAB self-study optionsfor both property & casualty and life & health lines.

Self-Study Package _______________________________Packages include study schedules, checkpoint quizzesand online practice exams. This method offers theflexibility of learning on your own time and at your own pace.

Read more about licensing examprep at iabgroup.com/ExamPrep.

Online andOn-demand Training

When the classroom offerings don’t fit your schedule,your area of interest or your learning style, you may beable to go online to obtain the professional developmentyou need. IA&B’s webinars and on-demand programs(available anytime) can satisfy your training or CE require-ments at your desk, at home, or wherever you have Webaccess. This training technology provides a convenientlearning format that delivers the same quality instructionyou expect from IA&B’s education curriculum. You learnrelevant, timely information on various topics, including:

� National Flood Insurance (on-demand)

� Ethical Behavior and E&O (on-demand)

� Compliance Pitfalls and Ethics (on-demand)

� New Employee Orientation

� Delivering Quality Service

� Personal Lines Basics

� Commercial Lines Basics

NOTE: Courses leading to CISR designation are also offered online. Read about Web-basedtraining by clicking “Educational Training” then“Web-based Training”

The IA&B PowerHour is a free,hour-long webinarheld every othermonth on topics of immediate concern to manymember agents.These live webinars will

be led by industry topic experts who can speak tomember concerns and offer valuable solutions.For webinar details, visit iabgroup.com/PowerHour.

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Running an independent agency can

be as challenging as it is rewarding.

Fortunately, the following resources

are available to help members effectively

and efficiently manage their business

to achieve success.

Getting Started Start-up Agency Toolkit_______________________________

New agencies may need extra help in getting established, so we’ve developed “ABC’s for New Agencies,” a Web-based tool that covers the essentialsof starting an insurance agency. This resource explainsthe American Agency System and the different corporate structures available. It covers licensing, business plans, E&O insurance and various compliancecomponents — like privacy, handling client money andprocedure manuals.

Log on to iabgroup.com/start-up to access this member benefit.

Employee ManagementYour staff may be your agency’s greatest asset, butwithout proper due diligence, bad apples can become a liability. DAIAB provides tools to help you managehuman resources while protecting the best interests of your business. These are briefly described in this section with more information available by loggingonto iabgroup.com, and clicking “Agency Operations”then “Employee Management.”

Note: Many of these resources are available only to individuals designated as your “Agency Administrator” with DAIAB. Contact the Member Service Center for more information.

Agency Operations

HR Solution©_______________________________This resource helps agency administrators manage employment practices and become legally compliantwith federal and state employer laws.

HR Solution© provides a solid foundation for settingproper employment practices through these base products:

� human resources audit survey

� employee handbook template

� administrative and compliance guide

� consultation services (call 610-779-3870)

Big “I” Career Center _______________________________Our national partner, the Independent InsuranceAgents & Brokers of America (IIABA) offers the Big “I” Career Center, an online job and resume posting service for the insurance industry. Employersand recruiters can also use the website to fill staffing needs from the qualified talent pool. Visit insurancecareerfinder.com to learn more.

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Business Services DAIAB members have access to products and services(some at discounted member rates) used in the dailyoperation of their businesses. Briefly described in thissection, these are available through our alliances with nationally recognized companies. Learn more by logging onto iabgroup.com and clicking “AgencyOperations” then “Discount Services,” or call ourMember Service Center at (800) 998-9644.

24/7 Customer Care _______________________________Extend your customer service without adding staff. Big “I”- endorsed Artizan Internet Services offersCSR24, the only 24/7 customer-care solution designedfor the insurance industry, and Service 911, a low-costsolution for your agency to remain operational duringan emergency. Log onto iabgroup.com and click“Agency Operations” the “Productivity” to learn more.

Financial Services _______________________________Mange your agency’s financial stability with InsurBanc.InsurBanc recognizes the value of an agency’s businessand offers both creative agency financing solutions andcustom cash management capabilities with a range ofproducts and services that maximize value.

Retirement Services _______________________________Big “I” Retirement Services helps you to choose theplan that is right for you or your agency. Choose from:

Plans for Agencies Plans for IndividualsMoney Purchase Plans Regular IRAProfit Sharing Plans Roth IRA Regular 401(k)Safe Harbor 401(k)Simple 401(k)Simple IRA Simplified Employee Pension Program (SEP)

Big “I” Retirement Services consultants can constructa custom plan for you or consult with you on an existing one. They also make it easy to roll over into acustomized plan without excess paperwork. Contactthe DAIAB Member Service Center to learn more aboutthis program.

Benchmarking_______________________________Marsh Berry

Evaluate and improve your agency’s value using Marsh Berry resources. Learn innovativemanagement techniques and benchmarkingservices in the areas of finance, operations, sales and marketing and strategy to position your agency for success. DAIAB members save$100 off the annual basic subscription fee. __________________________Best Practices

Improve your agency’s performance withthe Best Practices program, available through Big “I.”Performance benchmarks andbusiness strategies guide you in realizing youragency’s full potential. A comprehensive seriesof tools and publications also allows you tocompare your agency’s results with those ofother top-performing agencies in the country.

Car Rental_______________________________Enjoy special savings and upgrades on car rentals fromHertz. Use your IIABA member CDP number 0034948to book your reservation.

Print Products _______________________________Communicate your agency’s brand with customizedprinted materials. An extensive selection of office supplies, business forms, stationery and promotionalitems is available at discounts. Watch for more information on customizable consumer brochures from DAIAB.

Shipping Services_______________________________Receive special discounts on package shippingthrough FedEx. For more information contact ourMember Service Center or go to iabgroup.com andclick “Agency Operations” then “Discount Services.”

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Agency Operations

Real Time_______________________________Simplify your agency workflows and deliver speedy customer service using Real Time. Real Time gives youthe ability to click on a button from a client file in youragency management system or comparative rater forimmediate access to carrier information on your client.Whether the transaction is a quote, billing inquiry, claiminquiry/loss run, policy view, endorsement or a requestfor information, you will experience a single workflowfor servicing or quoting without the wait.

This faster, more efficient way of doing business is available to IIABA members. Visit www.getrealtime.orgto learn more.

Emergency andBusiness Continuity Planning

Avoid financial loss and unnecessary downtime when disaster or emergency strikes. DAIAB’s Emergency Planning Manual will help you bring order to chaos in recovering your agency from a natural disaster or any sudden emergency.

This Web-based tool allows you to create youragency’s personalized plan, which you can access anywhere, anytime to act decisively and smoothly to restore your agency operations. To develop and implement your emergency plan, go to iabgroup.comand click “Agency Operations” then “Emergency Planning.”

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� Auto� Business Owners’� Homeowners’ � Workers’ Compensation � Commercial General Liability

� Flood� Life� State-specific

coverage issues

”

As with many provisions of our policies, the courts are often divided. Even our insurers who provide the coverage are not too sure... Good luck!

– Jerry Milton, CIC

“

Carrier Relations

Coverage Issues

Make sure you are up to date on changingcoverage issues to best serve your clientsand maintain your agency’s reputation.

In the “Coverages” area of iabgroup.com, you will finda collection of coverage resources authored by Jerry Milton, CIC, covering topics such as:

DAIAB leads the way in building positive

relationships between agents and

carriers. The “Carrier Relationships”

area of iabgroup.com offers contract

analyses and other company-specific

information, as well as the searchable

results of DAIAB’s Company Satisfaction

Index, a yearly member survey that

serves as a benchmarking tool for

carrier satisfaction.

_______________________________CompanySatisfaction Index

DAIAB’s Company Satisfaction Index (CSI) surveyis a valuable tool for comparing your experiences withcarriers to those of other agents. This information canbe used when considering new carriers. The CSI reportprovides member feedback on four key areas:

� Products, Pricing and Underwriting

� Policy Service and Claims

� Agency/Company Relationship

� Technology

This year, members will be asked to rate only their top personal lines carriers. The 2013 CSI report will alternately rate commercial carriers.

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Supporting members’ efforts to

promote their agencies is a strategic

priority for DAIAB this year. From

branding basics to sophisticated online

marketing tactics, members will find a

variety of resources that will help them

better position their agencies in the

highly competitive insurance

marketplace. A new opportunity for

members in 2012 will be “Project

CAP,” a major initiative led by our

national partner, Independent Agents &

Brokers of America (IIABA or the

Big “I”), to give independent agencies

the tools to compete with direct

writers in the online insurance

marketplace. From agency marketing

programs to an online consumer

portal, Project CAP will provide

everything needed to attract and

interact with today’s digital consumer.

Marketing and Branding

Project CAP Online Marketing Support _______________________________

Options include:

� free Bronze program offering a complete overview of online marketing with content and tools you can start using right away

� Silver and Gold packages building on the free resources with even more education and a content library for your customers, among other things

� full-service Platinum and Diamond programs providing everything from personal consultation and social media, to custom blogs and email marketing

Consumer Portal _______________________________

Prospective customers shopping online for insurance in your area will be directed to a consumer portalwhere they can:

� learn more about the insurancethey’re shopping for

� get an auto insurance quote

� find an agent in the area (you pay a nominal fee for prospects)

Visit ProjectCapMarketing.com to learn more and get started.

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Brand Affiliation_______________________________

Trusted Choice®

With most members now Trusted Choice® agents,DAIAB will continue to help them leverage the national consumer brand to project the criticalmessage that independent agencies are the smartway to buy insurance. An aggressive national marketing and advertising strategy along withstate-based efforts from DAIAB will continue tobuild brand awareness.

Opportunities include:

� broadcast advertising and public relations exposure

� professionally produced tie-in ads for TV, radio and print publications that can be customized for your agency

� local marketing collateral materials that include the Trusted Choice® logo

� user-friendly website to drive visitors to your contact information

When effectively integrated with an agency’s ownadvertising and public relations initiatives, thiscampaign builds consumer awareness of the value of working with an independent agent.

e-Newsletters _______________________________How do your clients and prospects want to receive information? If they prefer email, DAIAB offers an easy, affordable way to send them an informative, professional-looking electronic newsletter. A collectionof professionally written articles and design templatesthat can be customized for your agency make effectiveemail communication and marketing manageable.

Consumer Brochures from DAIAB _______________________________Promote your agency while protecting your clients byusing customizable consumer brochures from DAIAB.Add your agency logo and contact information to keepyour name in front of current and prospective clientsas you help them make informed decisions.

DAIAB’s Family Risk Brochure comes in a self-mailing, questionnaire format that allows clients to provide you with details on their family activities so you can determine the right type of coverage to fit the liability. This is also a great tool for generating prospect leads.

Watch for more brochures and other multi-purpose consumer content in 2012.

TOOLS

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Keep up on important issues and

industry trends with DAIAB’s

print publications and electronic

communications. These resources

deliver information you need to

make informed decisions essential

to your business.

Publications and Communications

Agent Headlines This weekly electronic newsletter keeps you up tospeed on the latest information you need. It covers industry and financial news, state-specific legislative activity, company ratings and announcements from DAIAB. Special editions alert you to breaking industry news.

Capitol Connection Stay in touch with DAIAB’s legislative initiatives on both the state and federal level with this monthly e-newsletter. Capitol Connection gives you insider details about issues that impact you the most.

DAIAB Website Whether you’re looking for a business solution or simply more information, look to iabgroup.com first. All the benefits and resources available to you as a member are just a few clicks away. Real-time capabilities make online registration for seminars and other services a snap. Members receive quick and unlimited access to state-specific,password-protected information not available to the general public.

Social Media The longer you put off joining the conversation, the more you’re missing. DAIAB is facilitating professional and informative exchanges on the social Web.

Discuss trends and network with colleagues by joiningDAIAB’s LinkedIn group.

Read timely updates on your association’s activities and breaking industry news by following DAIAB on Twitter.

Primary Agent Magazine Packed with news and information, Primary Agentmagazine gives you an insightful look at issues affecting the workplace, industry and association. Each monthly issue includes state-specific news, commentaries on coverage and preventing errors and omissions, and other articles of interest to independent agents. Hard copies are mailed to agencyprincipals while all agency employees receive access to digital editions at iabgroup.com.

INTHISISSUE:��Earthquake insurance

shakes up sales

How one coastal agency weathered Hurricane Irene

IA&B offers businesscontinuity tool

DELAWARE

IndependentAgent

Magazine

Available to membersaffiliated nationally with Independent Insurance Agents & Brokers of America(IIABA), IndependentAgent (IA) magazineoffers a nationalperspective on news,industry developmentsand business trendsand insurance-relatedlegislation.

Partners Program

Listed below are those companies that strongly

support the independent agency system

and Insurance Agents & Brokers.

Thank you for your continued sponsorship.

Partners Program

PLATINUM LEVELACUITYBerkley Mid-Atlantic GroupDonegal Insurance GroupErie Insurance GroupHarleysville InsuranceHighmark Casualty Insurance CoInsurance Agents & BrokersService Group Inc

MMG Insurance CompanyMillers Mutual GroupMillville Mutual Insurance CoMutual Benefit GroupOhio CasualtyPenn National InsuranceSelective Swiss ReThe Main Street America GroupUtica National Insurance Group

GOLD LEVELProgressive Westfield Insurance

SILVER LEVELAccess Insurance Company Allied InsuranceAmerican Mining Insurance CoCumberland Insurance GroupFrederick Mutual Insurance CoJuniata Mutual Insurance CoPSBA Insurance TrustThe Philadelphia Contributionship

BRONZE LEVELAegis Security Insurance Co

Agency Insurance Company

AmWINS Program Underwriters Inc

Auto-Owners Insurance Company

Briar Creek Mutual Insurance Company

Builders Insurance Group

Chubb Group of Insurance Companies

Countryway Insurance Company

Encompass Insurance

First General Services

Foremost Insurance Group

Goodville Mutual Casualty Company

Guard Insurance Group

Harford Mutual Insurance Co

Hanover Fire & Casualty Insurance Company

Insurance Alliance of Central PA Inc

Insurance House

Insurance Placement Facility of PA

Keystone Insurers Group Inc

Lebanon Valley Insurance Company

Mercer Insurance Group

Merchants Insurance Group

Mercury Casualty

Penn PRIME Municipal Insurance

Reamstown Mutual Insurance Company

Rockwood Casualty Insurance

State Auto Mutual Insurance Company

TAPCO Underwriters Inc

The Brethren Mutual Insurance Company

The Motorists Insurance Group

The Mutual Service Office Inc

Travelers

Tuscarora Wayne Insurance Company

Zenith Insurance

IA&B PartnersIA&B Partners are qualifiedcompanies who receive year-round exposure to key decision makers within independent insurance agencies.Partners can choose fromfour levels of sponsorship(Platinum, Gold, Silver orBronze), depending on thelevel of exposure they desire.

What’s in it for Partners?

� full-page, full-color feature articlein Primary Agent magazine

� recognition on iabgroup.com for a full month with a link to your company’s feature article

� monthly listing as a Platinum Partner in Primary Agent

� logo in Agent Headlines e-newsletter once every month

� recognition at professional training programs and other IA&B events

� listing in the IA&B Professional Training and Member Benefits Catalogs distributed to members and prospects

� member rates on IA&B CE programsfor all company employees

� Agent Headlines weekly e-newsletter for all company employees

Find help throughDAIAB’s MemberService Center


Whether you need assistance using iabgroup.com, have a question about insurance coverage or are looking for information about a particular topic, call the DAIAB MemberService Center. We’re here to help you get the information you need and answer your questions. Call us anytime at (800) 998-9644, option 0 or e-mail [email protected].


5050 Ritter Road

Mechanicsburg, PA 17055

iabgroup.com (800) 998-9644

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