SC Agent & Broker magazine, Summer 2012

114th Annual ConventionOctober 28–30

Westin Savannah HarborSavannah, Georgia

Social Media Time-Savers

“Bring Your Own Device”Opportunities and Risks

Summertime Blues: Advise Clientsof These Seasonal Liabilities

Calming theRough Seas

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Summer 2012 • South Carolina Agent & Broker 3

South Carolina Agent & Broker is the official magazine of the Independent Insurance Agents and Brokers of South Carolina and is published four times annually. IIABSC does not necessarily endorse any of the companies advertising in this publication or the views of its writers.

Articles and information published in this magazine may not be reproduced without written consent of the IIABSC. South Caroli-na Agent & Broker is not responsible for unsolicited manuscripts, art or photography. The publisher cannot assume responsibility for claims made by advertisers and is not responsible for the opinions expressed by contributing authors.

For more information on advertising,Contact Jim Aitkins

Blue Water Publishers22727 - 161st Avenue SE

Monroe, WA 98272360-805-6474 fax: [email protected]

IIABSC Staff

G. Frank Sheppard, AAI, CAEPresidentext. 23, [email protected]

Rebecca H. McCormack, CPCU, CIC, AAI,CPIWVice Presidentext. 14, [email protected]

Anita J. TrevinoDirector of Communicationsext. 29, [email protected]

Beth ChastieDirector of Administration & Financeext. 17, [email protected]

Laura CornellDirector of Insurance Programsext. 22, [email protected]

Megan HuebnerMeetings & Membership Coordinatorext. 16, [email protected]

Mary A. EllisProfessional Development Administratorext. 12, [email protected]

Jeanette BlossEducation Coordinatorext. 11, [email protected]

Pat FetnerReceptionistext. 10, [email protected]

Lee RuefDirector of State Government [email protected]

Independent Insurance Agents & Brokers of South Carolina

PO Box 210008, Columbia, SC 29221800 Gracern Road, Columbia, SC 29210

803-731-9460 803-772-6425 (fax)e-mail: [email protected]

Advertiser Index

Message from the Chairman of the Board 6

Message from the National Director 8

Young Agents Scholarship Golf Tournament Photo Recap 10

2012 Big “I” Spring Conference Photo Recap 12

IIABSC 114th Annual Convention 16

Elly’s Travel Adventures 17

Palmetto Partners 18

ACT: “Bring Your Own Devices” Opportunities and Risks 23

ACT: Social Media Time Savers 26

Summertime Blues: Advise Clients of These Seasonal Liabilities 30

IIABSC Member News 35

IIABSC Education & Events Calendar 36

2012 Board of Directors and Executive Committee 38

Allstar Financial 32

Assure Alliance 11

Astonish Results 7

Bankers Insurance Group 25

Builders Mutual Insurance 35

Burns & Wilcox 5

FCCI Insurance Group 37

GUARD Insurance Group 37

JM Wilson 29

Jackson Sumner & Associates 2

Johnson & Johnson 20, 21

M. J. Kelly of South Carolina 38

Montgomery Insurance 38

NetComp 11

Preferred Specialty 39

Prime Rate Premium Finance 33

RPS Rollins 3

Southern Insurance Underwriters 15

Summit Marketing Services 19

TAPCO Underwriters 29

The National Security Group 19

UPC Insurance 40

Universal North America 27

Utica National Insurance Group 13

SUMMER 2012

Contents

4 South Carolina Agent & Broker • Summer 2012

If you cannot place all of your clients’ personal insurance needs, they will find someone who can.

• Commercial• Personal • Professional • Brokerage • Binding • Risk Management Services

When it comes to personal insurance, every part matters. Because when one piece goes missing, the entire account could come undone. At Burns & Wilcox, we can insure individual portions of their coverage or the whole account. So you do not have to turn away any business. We have the expertise, resources and experience that can only come from being the largest independent wholesale broker and underwriting manager. Need help with personal insurance? No one has you covered like Burns & Wilcox.

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e all know the statistics. Every second a baby boomer turns 60. More than 60 percent of insurance professionals are over the age of 45, according to a survey done a few years ago by InVEST. Clearly we have a lot of work to do in recruiting the next generation of independent agency professionals into our ranks. But what are we doing to mentor those young producers, CSRs and other employees who have already chosen us? If you have young agents on your staff, what are you doing to help them?

We need to do a better job of incorporating young agents into the culture of our agencies. They have a lot to offer us in terms of new ways of selling—social media is just one example. But they are looking to learn some things from us too. In the end our business is about relationships, and young agents realize those relationships need to be built in person as well as online. As an agency principal or seasoned producer, what are you doing to transfer your in-person sales abilities to the next generation?

Here at IIABSC, we have two major programs for the development of young agents, one specifically created with young people in mind and the other a designation program created in order to train staff on the “softer side” of insurance. We also have a few other offerings that we hope young agents will take advantage of, and we’d like feedback from agency principals or even the young agents themselves regarding how we can continue to aid their development.

Our Young Agents program for agency personnel of age 40 or younger was created more than 20 years ago with the specific goal of developing the next generation of independent agency system leaders in South Carolina. Registered young agents receive significant registration discounts to all IIABSC events (including our summer conference dedicated to them) and are alerted to FREE continuing education opportunities in their area. The most important benefit of the program is

without a doubt the consistent opportunities to expand their professional networks to other agency employees who are not necessarily competing against them in local markets. Thanks to the Young Agents Scholarship Fund we take a group of young agents to Washington DC each year for the national legislative conference, where they can expand their professional networks even further and learn more about the political process, which is very important to the future of our industry.

The other major program from which young agents can benefit greatly is our relatively new AIAM designation courses, where they will study the basics of the nontechnical aspects of an insurance professional’s skills and responsibilities. Topics include time and workflow management, negotiating conflict, adjusting your communication styles, proper writing, overall polish, ethics training required by the SCDOI and much more. Visit our designations webpage (www.iiabsc.com/designations) to learn more.

Through our Trusted Choice® brand partnership with SC Make-A-Wish, our young agents can find passion in community involvement, also critical for the continued success of young agents. We had a lot of young agent participation in our past community projects including Relay for Life®, and we hope to incorporate them into our Make-A-Wish partnership as well.

All are great programs, but at IIABSC we still don’t think that’s enough. We are looking to expand our professional development offerings to young agents, specifically in sales and management training, and we need your feedback. What type of programs do you wish were available in an easy and affordable package for the young agents in your agency? Young agents, what training do you think is so important that you would use your own resources to get it? Share your thoughts by contacting our IIABSC Vice President Becky McCormack ([email protected]) or President Frank Sheppard ([email protected]) at 803.731.9460 and stay tuned.

W

IIABSC Chairman of the BoardAshley Brady, CIC


7

or several years now, I have joined fellow South Carolina agents in representing our state association at the IIABA National Legislative Conference in Washington, DC. The National Legislative Conference brings in Big “I” members from every state to meet with federal legislators on issues that are important to independent insurance agents.

This year was even more special for me as not only did I represent South Carolina members in Washington, I was honored to participate as the Chairman of the IIABA Government Affairs Committee.

During the Conference, South Carolina was again recognized for our leadership and participation in InsurPac – the political action committee of our national association. SC was presented with our 7th consecutive Eagle Award and was one of only two states to achieve that recognition. The Eagle Award is given to states that have InsurPac contributions averaging more than $100 per agency.

South Carolina continues to lead by example when it comes to supporting InsurPac – which, in turn, allows our excellent Washington lobbying team to be an effective voice on Capitol Hill for independent insurance agents.

Of course, the highlight of the Legislative Conference is visiting with our state Congressional delegation. Our team met with every SC House and Senate office. Following is a synopsis of the major items we discussed with Senators and Congressmen and the Big “I” position on each issue:

FLOOD INSURANCE EXTENSION & REFORMThe National Flood Insurance Program (NFIP) is an essential public-private partnership that protects 5.7 million consumers and 22,000 participating communities from the dangers of floods. An extension of this program is vital to the real-estate market and to ensure that property owners are protected from flood losses.

The IIABA’s No. 1 priority on flood insurance is for Congress to take action and pass a long-term extension. As a part of any reauthorization, IIABA supports reforming the program for its long-term solvency by reducing subsidies, dealing with repetitive loss properties and making the program more attractive for consumers through the modernization of coverages.

INSURANCE REGULATORY REFORMWhile Congress enacted the “Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010” (Dodd-Frank), it wisely left day-to-day regulation of the insurance market at the state level. However, Dodd-Frank does contain provisions that affect the insurance industry, and IIABA is committed to ensuring that these new provisions are properly implemented. IIABA is being particularly vigilant to ensure that the newly created Federal Insurance Office (FIO), an informational office within the Treasury Department with no regulatory authority, does not experience “mission creep” and exceed its very limited mandate. While IIABA supports a modernized state regulatory system, it strongly opposes federal insurance regulation via either the so-called optional federal charter (OFC) or mandatory federal regulation.

AGENT LICENSING REFORMThe Big “I” strongly supports legislation to streamline the nonresident licensing process of agents and brokers to allow them to better serve the insurance consumer. NARAB II would improve the insurance market and allow agents and brokers operating on a multi-state level to avoid duplicative licensing requirements while maintaining important consumer protections.

HEALTH-CARE REFORMThe Patient Protection and Affordable Care Act (PPACA) has been particularly harmful to independent insurance agents since it

F2012 BIG “I” LEGISLATIVE CONFERENCE RECAP

South Carolina Shines

National DirectorJon A. Jensen, AAI, AIP


negatively impacts Big “I” members as both small businesses and as health insurance advisors. A focus for IIABA has been to gain relief for agents, brokers and the consumers they serve from the detrimental Medical Loss Ratios (MLRs) regulations.

FEDERAL CROP INSURANCEIIABA strongly supports the Federal Crop Insurance Program (FCIP) and urges Congress to continue this valuable program for American agriculture. As Congress continues to work on the 2012 Farm Bill, it is imperative that any decisions or changes to the present crop program serve our farmers’ risk-management needs and not simply shift funds away from the FCIP.

TAX REFORMThe Big “I” is encouraged by current discussions of a broad tax code reform effort. If any such effort comes to fruition this Congress, IIABA urges Congress and the Administration to address individual rates along with corporate rates as many of IIABA’s small-business members file individually as pass-through entities. In the event that passage of a tax-code overhaul is not possible this session, IIABA supports an extension of all 2001-2003 rates, as current law is set to expire at the end of 2012. Additionally, the Big “I” supports extension of current law as it relates to the estate tax.


2012 tournament champions: Mike Scoggins, Bill Barksdale, Cecilia Fournil and Todd Hiott . Not shown: Long-drive winner Lee Parks, Closest-to-the-pin winners Ryan Eaddy and Harris Post. Tournament proceeds go towards Young Agent Scholarships to pursue designations and att end the national legislative conference in Washington, D.C.

Young Agents ScholarshipGolf Tournament

Wildewood Country Club, ColumbiaMay 1, 2012Palmett o Partners

Bankers InsuranceIIABSC Agency

Jackson Sumner & AssociatesJohnson & Johnson

Main Street America GroupPreferred Specialty

ProgressiveSafeco Insurance

/Montgomery InsuranceSt. John’s Insurance Company

United Property & CasualtyZurich Small Business

/Farmers Insurance

Additional Hole Sponsors AssureAlliance

Belfor Property RestorationBollinger Insurance

Genesee GeneralHerlong Bates Burnett Insurance

Hull & CompanyJ.M. Wilson

Kemper PreferredPuroClean Disaster Restoration Services

Richardson & Ritchie ConsultingRisk Innovations, LLC

ServproUniversal North America

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*Insurance Journal’s “Top 100 of 2011”

www.assurealliance.com

1-864-541-0168

Thank you, sponsors

Palmetto Partners:AFCO/ Prime Rate Premium Finance

American Strategic InsuranceAmTrust North America

Auto-Owners Ins. Co.Bankers Insurance

Berkley Mid-Atlantic Group, LLCCapitol Preferred Insurance

Companion Property & CasualtyFirstComp

Frontline Homeowners Ins.General CasualtyGMAC Insurance

Hanover Excess & Surplus, Inc. The Hartford

IIABSC AgencyInsurance House

Jackson Sumner & AssociatesJohnson & Johnson

Main Street America GroupMontgomery Ins./ Safeco Ins.

Mid-Continent GroupPhenix Mutual Fire Ins. Co.

Preferred Specialty, LLCProgressive Insurance

QBERPS Continental

Southern Cross UnderwritersState Auto Ins. Companies

St. Johns Insurance CompanyTapco Underwriters, Inc.

TravelersUnited Property & Casualty Ins. Co.

Zurich Small Business

Additional Sponsors:Appalachian Underwriters/

Accident Insurance Co.IIABSC Technology Committee

J.M. Wilson

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12 South Carolina Agent & Broker • Summer 2012 Continued on page 14


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More photos fromSpring Conference


More photos fromSpring Conference

15

114th Annual ConventionOctober 28–30Westin Savannah HarborSavannah, Ga.

For details & to register:www.iiabsc.com

Networking & Exhibit Hall: Come to our largest exhibit space ever. Sunday provides an entire afternoon and evening of networking with company reps, vendors and fellow agents in our pirate-themed exhibit hall and welcome reception. Plus, come see the Trusted Choice®-commissioned customized chopper motorcycle featured this summer on the reality TV show American Choppers on the Discovery Channel.

Local sights and free time: We wouldn’t dare bring you to the beautiful Savannah, Ga., and keep you stuck in the hotel the whole time! Activities include golf tournament on Westin’s course, off site spouse/guest tour and plenty of free time in which to enjoy the city.

Education opportunities: Steer your agency through the hard market! Th ere are several great ses-sions planned, including a carrier leadership panel, industry trends and other breakout sessions. See website agenda for details, www.iiabsc.com > Events > Annual Convention.


Elly’s Travel AdventuresElly Pachy Derm, the Golden Elephant, is the award given at the IIABSC annual convention to exhibitors judged to have the “best booth” according to the theme for the year. She resides with the winners the entire year and tours the state, visiting with IIABSC member agents. From her blog:

Read full blog with photos at www.iiabsc.com/elly

Elly, our annual convention exhibitor’s Best Booth prize, is all dressed up for last year’s theme of Halloween.

March 29, 2012

s Elly, our annual convention exhibitor’sBest Booth prize, is all dressed up for last year’s theme of Halloween.

2011 Winner:

Where bett er to start off my 2012 odyssey than beautiful Shem Creek in Mt Pleasant. A magni cent sunny day, and temps in the mid-80s in March — gott a love the South.

Today I saw a familiar face —Bill Silcox of CT Lowndes. Along with the distinguished Henry Lowndes, they received the prestigious Grange “Inner Circle” Award today at Waters Edge Restaurant. LaVawn Coleman (State Team Leader) presented the award, given annually to Grange’s best performing Independent Agency Partners. Congratulations, CT Lowndes!

Also pictured is Sr. Territory Manager Mark Brandt, and of course yours truly. What a fantastic backdrop – the SC and USA ags apping majestically, with iconic Shrimp Boats docked behind them. This is going to be a great year!

17

IIABSC off ers a special thanks to our 2012 Palmetto Partners. The program was created as a simplifi ed way for companies, brokers and vendors to support the association and all our major conferences and events on an ongoing basis.

thanks to

Silver LevelAmerican Strategic InsuranceFrontline Homeowners InsuranceMain Street America GroupRPS ContinentalTravelers

Diamond LevelJohnson & JohnsonIIABSC Agency

Platinum LevelBankers InsuranceUnited Property & Casualty Ins. Co.Montgomery Insurance / Safeco Insurance

Gold LevelJackson Sumner & AssociatesProgressive InsuranceSt. Johns Insurance Company

Download forms and program benefi ts at: www.iiabsc.com

Independent Insurance Agents & Brokers of SC

Bronze LevelAFCO/ Prime Rate Premium Finance Corp.AmTrust North AmericaAuto-owners Insurance CompanyBerkley Mid-Atlantic Group, LLCCapitol Preferred InsuranceCompanion Property & Casualty Ins. Co.FirstCompGMACHanover Excess & Surplus

The HartfordInsurance HouseMid-Continent GroupPhenix Mutual Fire Ins. Co.Preferred Specialty, LLCQBESouthern Cross UnderwritersState Auto Insurance CompaniesTapco UnderwritersZurich Small Business



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he consumerization of IT revolution — sparked by the iPhone — has shifted the IT culture so that the users are the ones getting the latest, cutting edge technologies first, and they want to bring those devices to work.

— PC World Magazine, Dec. 20, 2011, Tom Bradley“Pros and Cons of Bringing Your Own Device to Work”

Many workers today expect the companies they work for to allow them to use their personal mobile devices and personal computers at the office, and/or to provide remote connectivity to the office via personal devices. Technologists dub this trend “BYOD” (bring your own device).

Why is BYOD Important?Mobile devices — along with their applications and on-the-go Internet access — provide attractive options for speed, connectivity and productivity. Many people wouldn’t think of spending their workday without a Blackberry, iPhone, Android, iPad or other device to access company systems and data. Most important, senior managers want to use these devices and are using their organization’s technology more because of them.

By Danielle JohnsonDirector of IT, InsurBanc

“Bring Your Own Device” Opportunities & Risks

Employees expect it, but employers need tomanage the risks

The mingling of personal devices into the business environment is now commonplace. Technologists are concerned about how the “bring your own device” (BYOD) trend influences the security of the employer’s network, applications and data. This article gives an overview of the trend and provides some practical guidance independent agencies can use to manage the BYOD phenomenon. It discusses opportunities and risks presented by BYOD practices, which are driven by the outflanking of business technology by personal technology.

T



Many employees see their own personal devices as superior to those provided by their employers. Employees also tend to be-lieve they are more productive if allowed to use their own de-vices for work and data syncing between office and home.

Thus, BYOD is significant because employee-owned de-vices are now accessing company systems and being used for work purposes, presenting security and privacy concerns to the employer.

Employers see the inherent value in a more mobile, more connected and more productive workforce. Many employees and managers have no problem connecting and addressing work is-sues after hours and/or on the weekends. It can be considered a motivational strategy.

What Are the Security Risks?BYOD mobility offers access to enterprise data, systems and corporate email. Employees can store and process data and con-nect to networks.

While BYOD may be considered necessary and convenient, this type of connectivity can raise significant data security and privacy concerns that lead to potential legal and liability risks.

Consider:• The device gets lost or stolen with access to company

data and systems.• The device contracts a virus or has malware installed

that can obtain company logins and data from that de-vice.

• The personal device user — however good his/her in-tentions are — can in effect be circumventing company security standards.

• The company cannot control the use of the personal de-vice should the employee allow children or friends to use the device.

• The employee may use the device to place files in per-sonal applications in the cloud, applications which may not be secure.

• The employee plugs a mobile device into the USB port of his or her office computer, thereby transmitting a vi-rus to the office desktop.

Here are some facts to consider when trying to balance personal-device access with security:

Employees don’t perceive the risk. Many employees perceive the use of their own devices at work as placing no extra burden on technical support. But dealing with any data or system secu-rity issue requires know-how and technical resources.

Executives perceive the risk, but aren’t fully ready. In Au-gust of 2011, a Deloitte webcast poll of more than 1,000 U.S.

information technology and busi-ness executives found that 28 per-cent of respondents believe there are unauthorized personal digital assistants (PDAs) and/or tablets connecting to company systems, especially to email servers. About 87 percent of respon-dents think their systems are at risk for a cyber attack origi-nating from a mobile-securi-ty lapse, the poll reported.

The same poll found 40 percent of respondents are unaware of whether their organizations have strate-gies or controls to enforce mobile security. Further, it found that only 24 percent of respondents believe that “all devices connecting to my intranet are authorized.” Only 17 percent reported that they monitor for rogue connections.

Malware is on the move. Malware that targets mobile devices is increasing, reported IBM Security Solutions researchers in a fall 2011 whitepaper. Citing an IBM security research report, the whitepaper presented statistics showing that mobile operating systems vulnerabilities tripled from 60 to a projected 180+ from 2009 to 2011.

Enterprise systems and mobile systems are catching up with each other. While many corporations have for years allowed Blackberry-based access to email and other company systems, users are now demanding that iPhone/Android-based smart-phones and tablet computers be provided access to these same services.

How do you proceed once BYOD is determined necessary?Since there are risks to the mingling of personal devices and work systems, companies must take the lead in assessing and managing the risks so as to safeguard their systems and data. Some simple steps include:

1. Institute a strong written BYOD Policy that is consistent with the organization’s Employee Handbook policies such as the IT Policy and Acceptable Use Policy.

2. Determine which data to protect.

3. Define what devices will be supported.

4. Determine which employees need remote access via


personal devices. Do not open BYOD participation beyond those employees that have a strong business reason for mobile access.

5. Define security requirements.

6. Train and educate employees concerning policy and BYOD use.

7. Monitor employee mobile devices for compliance with your organization’s policy.

8. Secure employee’s authorization to “wipe” their device re-motely (restore to the original factory state), as a condition of giving access to any of the business’s systems.

9. Place controls over access to and use of the company’s wire-less internet. For example: do not broadcast your wireless SSID, restrict access to employees only using MAC address filtering in the router and invoke WPA 2 on the router.

Security SolutionsIf an enterprise is allowing employees to use their own mobile devices, the following security measures should be implemented:

1. Require strong phone startup PIN which is at least 6 – 8 characters long. If not supported, use the maximum allowed. Reduce the PIN required timeout setting to no longer than 10 minutes.

2. Require specified encryption and anti-malware software on each de-vice.

3. Require and install mobile tracking software/applications that allow on-line access to track the location of a lost/stolen phone and the ability to perform a lock/scream and/or re-mote data wipe. Secure employee’s authorization to take these actions on the device if the device is mis-placed, lost or stolen as a condition to giving the employee access to the business’s systems and data.

4. Do not allow “broken”/”rooted”/ “jailbroken” devices on your net-work. These phones have removed limitations installed on the phone by the carrier allowing the user to run apps and files not approved by car-riers. This process opens the device up to security risks.

5. Large enterprises monitoring multiple devices and plat-forms should consider Mobile Device Management (MDM) software. MDM software centrally controls and protects the data and configuration settings for all mobile devices in the network. MDM can also provide a secure document deliv-ery platform and end-to-end data transmission encryption.

The opportunities of BYOD are present — and here to stay. As an analogy, home security is more complex for a bigger house with more entrances and windows. So too is systems security more complicated as smartphones and other remote devices present new entry points to be analyzed and protected.

All of the security tips presented here are simply guidelines to aid agencies in diminishing security and privacy risks and managing them. However, none can be guaranteed 100 per-cent effective.

Danielle Johnson is the VP, Director of Information Technology at InsurBanc, which IIABA and the W.R. Berkley Corporation established to assist independent agencies with their specific banking needs. This article reflects the views of the author and should not be construed as an official statement by ACT.

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s a Marketing Process Manager for Progressive, I speak with independent agents across the country about the importance of social media. For most, finding time in their busy schedule is one of the biggest concerns.

But you don’t have to dedicate hundreds of hours per year to see a return from social media. A well-defined strategy (and a few time-saving tools) can help strike a balance between the time invested and the value added.

When it comes to social-media planning, there’s no right or wrong level of involvement. The most important factor is consistency. Start by setting goals for your agency’s participation. Whether it’s regular interaction with customers on Facebook, a tweet every few days, or a weekly blog post, you can strengthen your social media presence by having clear goals in sight. Here are three levels of social media involvement to consider based on the time you want to commit and your goals:

LISTEN (1-2 HOURS A WEEK) Listening should be the first step of any social media strategy. After you’ve set up your agency’s accounts on sites like Facebook, Twitter and LinkedIn, study what people are saying

on the platform. Check sites like Google Places (www.google.com/places) or Yelp! (www.yelp.com) for customer reviews of your agency. Friend your customers and follow their updates, track your competitors’ tweets and watch how people respond. Note what’s working, record the questions and topics that dominate the conversation and think through how you’d respond.

By first using social media as a listening tool, you’ll learn best practices for status updates, tweets and blog posts before creating your own. Plus, you can apply what you’re learning from online chatter to shape quoting and in-person conversations with your customers.

Time-savers:• Clearly outline actions and responsibilities within your

agency to prevent redundancy, maintain focus and meet your social media goals. For example, you could assign a single person in your agency to review Facebook, Twitter and LinkedIn for one hour, twice a week.

• “Like” competitor’s Facebook pages from your personal profile to follow their updates.

This article outlines three levels of agency involvement with social media, depending upon agency objectives and the amount of time dedicated. With each level of involvement, the author recommends specific time-savers that will help agency employees get the greatest impact from the time they spend working on the social web.By Matt Marko, Progressive Insurance

A

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• Search Twitter and third- party directories like WeFollow (wefollow.com) and Twellow (www .twellow.com) to identify popular profiles associated with insurance. Create Twitter lists to organize the people you follow by category (customers, competitors, etc.), and use programs like Hootsuite (hootsuite.com) or Tweetdeck (www.tweetdeck.com) to monitor your Twitter lists at a glance.

• Use a reputation-management tool to monitor what people are saying about your agency. Consider using free services like SocialMention (www.socialmention .com) and Google Alerts (www.google.com/alerts), or more robust paid services like ChatMeter (www

.chatmeter.com), LocationMonitor (locationmonitor.com), or Trackur (www.trackur.com).

• Create a Google Reader (www.google.com/reader) account for one-stop monitoring of key insurance blogs and publications. Content hubs can save you hours a week by better organizing content for quick review.

RESPOND (2-5 HOURS A WEEK) After taking time to listen, “join the conversation” by responding to questions, posts and comments with a helpful link or thoughtful answer. Note that while answering questions or directing people to another online resource builds goodwill and trust, “hijacking” an online conversation to explicitly promote your agency can undermine your efforts.

Provide helpful advice over time and associate comments with your agency through hyperlinks or a simple signature with contact information. Remember, showing your value doesn’t require you to give “pro bono” advice. Asking the right questions and outlining relevant points to consider can demonstrate the value of an independent agent and lead to a follow-up phone call.

Time-savers• Focus on a few active online communities rather than

jumping around looking for every opportunity to respond. You’ll get to know the members better and your participation will build credibility that can lead to references across the social network.

• Develop a FAQ of common topics, your responses and online resources you can share. Using these responses as a starting point can save time when responding to similar questions or comments.

PUBLISH (5+ HOURS A WEEK) The final level of social media engagement is proactively communicating to your audience. Although most businesses

prefer to jump right into engagement, by listening and responding first you’ll be more comfortable with the medium and your audience. By starting slow, you’ll also have a better understanding of the time you have for social media, and you’ll be more likely to provide the consistent presence necessary to build trust.

Time-savers• Put a process in place to keep your involvement

consistent and efficient. Assign a producer, CSR or a marketing intern as your social media manager to ensure a single point of contact. Make sure they work alongside everyone in your agency to get questions answered and develop content without bottlenecks. Remember that effective social media engagement is timely and human. Delayed responses and overly-corporate language limit your effectiveness online.

• Share any quality information you think followers may be interested in—it doesn’t always need to be about insurance. Not only can this save you time developing your own content, it provides value to fans, followers and readers and increases the chance that others will share your content with their communities.

• Distribute the work among a few employees to keep it manageable. This adds variety to your posts and prevents disruption due to vacation, job changes or illness.

• Mix up your content. A thought-provoking question can be as effective as a blog post, and takes a fraction of the time to compose. Discussing community events or commenting on your favorite sports team can also engage your audience without the research and writing time longer posts may require. Plus, consumers will appreciate seeing the personality of your agency and its employees.

Editor’s Note: Please visit the “Websites & Social Media” quick link at www.iiaba.net/act for more articles and recorded webinars on social media issues.

Matthew Marko is a Marketing Process Manager for Progressive Insurance. He works to provide local marketing strategies, tools and co-branded collateral to help independent agencies grow their businesses. E-mail him at [email protected]. Matt prepared this article for ACT. For more information about ACT, contact Jeff Yates, ACT Executive Director at [email protected]. This article reflects the views of the author and should not be construed as an official statement by ACT.


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ummertime brings new activities and situations and with those, new exposures and coverage needs or gaps. Here are some of the more common summertime activities and the insurance issues that they bring. This article references ISO forms.

Personal property - Of an insured: Under the standard ISO Homeowners Policy, personal property owned or used by an insured (Coverage C) is covered worldwide. There is an exception for personal property that usually stays in another residence of the insured (second home, etc.), for which only 10 percent of Coverage C applies. However, there is no theft coverage for watercraft and equipment, trailers or campers away from the residence premises, nor is there theft coverage for personal property at any other residence except while an insured is temporarily living there.

Of an insured who is a student: There is a theft limitation for personal property at any other residence except while an insured is temporarily living there; however, property of an insured who is a student is covered while at the residence the student occupies to attend school as long as the student has been there at any time during the 90 days immediately before the loss.

Of guests: Under circumstances in which the insured wishes to make a claim for personal property of guests, there is coverage under Coverage C for: (1) property of others while the property is at the insured’s residence premises; or (2) property of guests while the property is in any residence occupied by an insured.

In self-storage facilities: Under the HO-2011, the limit of liability for personal property owned or used by an insured and located in a self-storage facility is 10 percent of the limit for Coverage C or $1,000, whichever is greater. However, this limitation does not apply to personal property usually located in an insured’s residence other than the residence premises. (Think about how this applies to personal property of a student that is put into a self-storage unit during the summer.)

Vacation rentals - Landlord’s personal property: Under Coverage C, the eligible property includes personal property owned or used by an insured. This property would include the household contents in a rented hotel room, condo, cottage, etc., for the perils covered by Coverage C.

Landlord’s building items: There is no Section I building coverage from the insured’s Homeowners Policy that extends to non-owned buildings off premises. Under Section II, property damage liability is excluded for property in the care, custody or control of an insured. However, the exclusion provides an exception for damage caused by fire, smoke or explosion.

There is a small amount of coverage available under Section II’s Additional Coverage for Damage to Property of Others, which provides some modest relief for the “ccc exclusion” under property damage liability.

Under the Damage to Property of Others provision, there is an exclusion for a premises owned, rented or controlled by an insured other than an insured location. However, since one

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31


of the definitions of an insured location includes a premises occasionally rented to an insured for other than business, in all likelihood, a vacation rental would be within that definition.

Loss of use: In the event a fire or other peril damages the vacation rental and the insured has to make other arrangements, there is no Coverage D, Loss of Use. Coverage D only applies for damage to the residence premises.

Personal Auto Policy territory - The defined territory in the PAP is the USA, its territories and possessions, Puerto Rico and Canada. There is no ISO endorsement to broaden that territory. However, many personal umbrella policies provide worldwide auto coverage. It would certainly seem prudent to purchase liability coverage (and the collision damage waiver and loss damage waiver) from the rental car agency for rentals outside the PAP’s territory.

Rental watercraft - Liability: Section II of the Homeowners Policy responds for bodily injury and property damage for the use of all rented watercraft, with two exceptions: rented inboards (and inboard/outdrives) more than 50 horsepower and rented sailboats more than 26 feet.

By far the most common vacation rental watercraft is a Jet-Ski type personal watercraft. Unfortunately for insureds, nearly all are propelled by inboard engines more than 50 horsepower. Even for insureds who own watercraft at home and have added the Watercraft Liability endorsement HO 24 75, there is no coverage for rented Jet Skis. The endorsement only provides coverage for scheduled watercraft.

Pontoon boat rentals have become more popular. Most are propelled by outboard motors, and these are covered for liability regardless of horsepower. Many PUPs provide broad, non-owned watercraft liability coverage, including Jet Skis.

Physical damage (hull): Under Coverage C of the Homeowners Policy, there is coverage for “personal property owned or used by an insured while it is anywhere in the world.” There are three issues. One, Coverage C in the HO-3 is subject to named perils. Two, there is a limitation for watercraft under the Special Limits of Liability provision. Three, there is no theft coverage for a watercraft away from the residence premises.

Under Section II, there is a property damage liability exclusion for property in the care, custody or control of the insured. There is no coverage for watercraft under the Additional Coverage for Damage to Property of Others.

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property in the insured’s care, custody and control, and coverage could be found there for hull damage to rented watercraft, but some PUPs specifically exclude coverage for damage to rented watercraft.

Rented go-carts, ATVs, etc. - The Homeowners Policy provides Section II bodily injury and property damage liability coverage for non-owned, off-road recreational vehicles not subject to registration. Under Coverage C in the Homeowners Policy, the only types of motorized land conveyances eligible for physical damage coverage are those that are service vehicles or assist the handicapped.

Owned go-carts, ATVs, etc: off-premises liability - Some insureds take their go-carts and ATVs along on vacation. Liability for use of such owned vehicles off the residence premises is extremely limited. In the context of a vacation trip, coverage would apply to accidents that occur at: (1) a secondary residence declared or newly acquired; (2) any part of a premises where an insured is temporarily residing; (3) vacant land owned by or rented to an insured; and (4) any part of a premises occasionally rented to an insured for non-business use.

Trip cancellation and travel insurance - Veteran travelers know all too well that many unpleasant

surprises often await the unsuspecting traveler. Trip cancellation and travel insurance provide many needed coverages for the traveling public, especially where extensive or elaborate reservations and plans have been made.

Note: Members, if you have not already discovered the valuable resources at the Big “I” Virtual University, we highly recommend that you go to www.iiaba.net/vu. You can subscribe to the newsletter or see other features offered. If you want to read current or past articles as a Big “I” member, you can access them using your IIABSC website username and password. If you are unsure what those are, call our office, 803.731.9460 or email [email protected].

Mike Edwards, CPCU, AAI, heads an insurance training firm in Atlanta, Ga. He has previously served as the director of education for the Independent Insurance Agents of Louisiana and as a senior instructor with the Florida Association of Insurance Agents.

Jack Chapman is a producer at Bowersox Insurance Agency Co., St. Louis. He is a past president of MAIA (Missouri Big “I”). Chapman has been a member of the MAIA Technical Committee since 1991 and has served as its chairman since 1999.



Member News

NEW AGENCY MEMBERS:Cliff Heath InsuranceCharleston

Edwards & Mims Ins. Agency Kingstree H&H Insurance BrokersIrmo

Insurance DirectWadmalaw Island

King Street AgencyJohn Foreman

Melton Insurance Rock Hill ProCure Insurance, LLC Nesmith

Resource Financial Services Columbia Risk Consulting Group Myrtle Beach

Southern Coast Insurance GroupSurfside Beach

South Carolina Insurance Brokers Greenville

South Risk Management Columbia

Upstate InsuranceWalhalla

NEW ASSOCIATE MEMBERS:ECS LimitedGreenville

Elite MGAExton, PA

Lighthouse Property Ins. Corp.Orlando, FL

Palmetto Specialty Ins. AgencyWest Columbia

Patriot National Ins. GroupCharlotte

Phenix Mutual Fire Ins. Co.Concord, NH

Standard Premium FinanceMiami, FL

Welcome new members (in 2012) In Memoriam (2012)

Larry Vance Millwood, retired Senior Marketing Representative from Companion Property & Casualty insurance company, died January 6, 2012 in Lexington, SC. Suggested memorials are:

• Children’s Choice, 609 Sims Avenue, 2nd Floor, Columbia, SC 29205

• American Lung Association, 1301 Pennsylvania Avenue NE, Suite 800, Washington, DC 20004

• IIABSC Foundation, PO Box 210008, Columbia, SC 29221

Albert Adams Springs III, 72, passed away Monday, Feb. 20, 2012, in Myrtle Beach. Mr. Springs was the founder of H.B. Springs Company Insurance. Memorials may be made to First United Methodist Church, PO Box 1367, Myrtle Beach, SC 29578.

Robert (Bob) H. McDowell, CPCU, 79, agency principal in Heffron Ingle McDowell & Cooper (later Palmer & Cay and now Wells Fargo) died on May 21, 2012 in Charleston. He was a former member of the Board of Directors for IIABSC. The family suggests memorials be made to The Citadel Football Association, c/o The Citadel Football Office, 171 Moultrie Street, Charleston, SC 29409.

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August1 Directors & Officers Liability Insurance, 2 hrs. P&C 2 Retirement Planning & Annuities, 2 hrs. L&H3 Hot Topics in Personal Lines, 2 P&C8 Estate Planning Techniques: Gifts, Trusts, Life Ins., 2 hrs. L&H9 Certificates of Insurance, 3 hrs. P&C14 Ethics & Business, 3 hrs. Ethics21 Liability Issues to Worry About, 2 hrs. P&C22 Top 5 Life Insurance Needs, 2 hrs. L&H22 COPE Property Underwriting, 2 hrs. P&C28 Building Codes are Bad for Insureds, 2 hrs. P&C30 Agency Management-Based E&O and Ethics, 3 hrs. Ethics

September11 Workers Comp Beyond the Basics, 3 hrs. P&C12 Business Income Beyond the Basics, 3 hrs. P&C14 Directors and Officers Liability Insurance, 2 hrs. P&C18 Ethics & Business, 3 hrs. Ethics 19 Insuring Builders Risk (Lunch n Learn), 1 hr. P&C19 Business Auto Claims that Cause Problems, 2 hrs. P&C20 Insuring Home-Based Businesses, 2 hrs. P&C20 Hot Topics in Personal Lines, 2 hrs. P&C21 Insurance and the Property Lease, 2 hrs. P&C28 Those Kids and Their Cars!, 2 hrs. P&C

October2 Liability Issues to Worry About, 2 hrs. P&C3 COPE Property Underwriting, 2 hrs. P&C4 Building Codes are Bad for Insureds, 2 hrs. P&C4 Estate Planning Techniques: Gifts, Trusts, Life Ins., 2 hrs. L&H5 Agency Management Based Ethics, 3 hrs. Ethics9 Ethics & Business, 3 hrs. Ethics9 Bonds: Shaken, Not Stirred, 2 hrs. P&C9 Commercial Excess vs. Commercial Umbrella, 1 hr. P&C15 Top 5 Life Insurance Needs, 2 hrs. L&H31 Retirement Planning and Annuities, 2 hrs. L&H

November2 Directors and Officers Liability Insurance, 2 hrs. P&C6 Business Auto Claims that Cause Problems, 2 hrs. P&C7 Certificates of Insurance, 3 hrs. P&C7 Insurance and the Property Lease, 2 hrs. P&C7 2011 Homeowners Policy Changes, 1 hr. P&C8 Ethics & Business, 3 hrs. Ethics9 Setting Business Income Limits, 1 hr. P&C14 Those Kids and Their Cars!, 2 hrs. P&C

December5 Estate Planning Techniques, 2 hrs. L&H5 Agency Management Based Ethics, 3 hrs. Ethics10 Retirement Planning & Annuities, 2 hrs. L&H11 Liability Issues to Worry About, 2 hrs. P&C13 Top 5 Life Insurance Needs, 2 hrs. L&H18 COPE Property Underwriting, 2 hrs. P&C18 Ethics and Business, 3 hrs. Ethics19 Building Codes are Bad for Insureds, 2 hrs. P&C

View up-to-date calendar, course descriptions and register using our online Education & Event Calendar at www.iiabsc.com

CLASSROOM COURSES

August2-5 IIABSC Young Agents Conference, Hilton Head, 6 hrs P&C 3 AIAM 310 Negotiating Conflict, Hilton Head. 3 hrs. P&C8 CISR Commercial Property, Charleston, 7 hrs P&C14 CISR Personal Auto, Columbia, 7 hrs P&C16 CISR Personal Auto, Bluffton/HHI, 7 hrs. P&C22-24 CIC Personal Lines, Columbia, 20 hrs. P&C23 CISR William T Hold CL, Columbia, 4 hrs. P&C/ 4 hrs. Ethics

September11 AAI 83A, Columbia, 6 hrs. P&C11 AIAM Day 4, 410 & 420, Greenville, 6 hrs. P&C12 E&O Risk Management, Columbia, 6 hrs. P&C12 CISR Commercial Casualty, Greenville, 7 hrs P&C18 AIAM Day 4, 410 & 420, Bluffton/HHI, 6 hrs. P&C19 CISR Personal Residential, Myrtle Beach, 7 hrs P&C20 CISR Commercial Casualty, Rock Hill, 7 hrs P&C20 AIAM Day 5, 510 & 520, Columbia, 6 hrs. P&C25 Agency Management-Based Ethics, Columbia, 3 hrs. Ethics26-28 CIC Commercial Property, Myrtle Beach, 20 hrs. P&C27 Agency Management-Based Ethics, Charleston, 3 hrs. Ethics

October9 AAI 83B, Columbia, 6 hrs. P&C10 AIAM Day One, 110 & 120, Charleston, 7 hrs. P&C17 CISR Dynamics of Service, Bluffton/ HHI, 7 hrs. P&C or L&H18 E&O Risk Management, Charleston, 6 hrs. P&C23 CISR Personal Residential, Charleston, 7 hrs P&C24 Agency Management-Based Ethics, Greenville, 3 hrs. Ethics28-30 IIABSC 114th Annual Convention, Savannah, Ga.31 CIC Agency Management Day 1, Hilton Head (see below for CE hours)

November1-2 CIC Agency Management Days 2-3, Hilton Head, 16 hrs. P&C or L&H, 4 hrs. Ethics7 AIAM Day 6, 610 & 620, Columbia, 2 hrs. P&C, 3 hrs. Ethics13 AAI 83C, Columbia, 3 hrs. P&C & 3 hrs. Ethics13 CISR Commercial Property, Florence, 7 hrs. P&C14 CISR Personal Auto, Greenville, 7 hrs P&C29 Surplus Lines Markets & Practices, Columbia, 6 hrs. P&C

December4 AIS 25, Columbia5 CISR Commercial Casualty, Columbia, 7 hrs P&C6 CISR Agency Operations, Charleston, 6 hrs. P&C or L&H, 1 hr. Ethics11 Personal Lines Nuts & Bolts, Columbia, 6 hrs. P&C12 Personal Lines Nuts & Bolts, Columbia, 6 hrs. P&C12 CISR Agency Operations, Greenville, 6 hrs. P&C or L&H, 1 hr. Ethics

Calendar


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2012 Board of Directors

Thomas M. Bates, Jr. (Tom) Herlong Bates Burnett Insurance Greenville, SC [email protected]

William J. Bowers, AIP (Will) Russell Massey & Co., Inc. Columbia, SC [email protected]

Angus M. Brabham, IV, CIC (Gus) Frank B. Norris & Co. Columbia, SC [email protected]

J. Robert Bryant, Jr. (Bobby) Robert Bryant & Son, Inc. Orangeburg, SC [email protected]

David A. Cyphers, CIC, AAI Sifford-Stine Insurance Clover, SC [email protected]

Chairman Ashley Brady, CIC First Charter Co., Inc Marion, SC [email protected]

Chairman Elect/ Treasurer Kenneth A. “Ken” Finch, CPCU, CIC, CRM, AAI Countybanc Insurance Greenwood, SC [email protected]

Secretary R. Scott Moseley Irmo Insurance Agency Irmo, SC [email protected]

DirectorsExecutive CommitteeKimberly J. Gore, CIC (Kim) HUB International Southeast Myrtle Beach, SC [email protected]

Willard A. Silcox, III, ACSR (Bill) C.T. Lowndes & Company Mt. Pleasant, SC [email protected]

Edward S. Spivey, CIC, AAI (Spider) Howard B. Smith Agency Mullins, SC [email protected]

Richard L. Walker, CIC Cormell Street & Patterson Florence, SC [email protected]

National Director Jon A. Jensen, AAI, AIP Correll Ins Group Spartanburg, SC [email protected]

Immediate Past Chairman Kathy D. McKay, CIC, CPIW McKay Insurance Mt. Pleasant, SC [email protected]

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SC Agent & Broker magazine, Summer 2012