HIGH-TECH MEETS HIGH-TOUCH IN CLAIMS AT ACUITY

AGENCY FOCUS page 4
• EMPLOYEE FOCUS page 6 • “Focus Four” Hazards page 14
TIMELY NEWS AND INFORMATION FROM ACUIT Y
MAY 2014
always
ready
HIGH-TECH MEETS HIGH-TOUCH
IN CLAIMS AT ACUITY
page 2
w w w.acuity.com
ACUITY Ready in clAIMS
No Matter wHAT
NATURE has in store
The warmer months of spring and summer
typically bring an increase in damaging storms. However, Mother
Nature has a way of showing that severe weather can strike at any
time of the year. On November 17, 2013, a tornado outbreak in
Washington, Illinois, ended up being the most violent episode on
record during the month of November in the state.
No matter when or where storms hit, ACUITY is ready. We
have earned a reputation for our fast action in claims, and our
response in Illinois proved to be no exception.
“We had obtained updated satellite imagery within hours
after the tornado, analyzed where the path of damage was, and
combined that with geocoded data on property we insured. Based
on that analysis, we sent claims adjusters to the area even though
we couldn’t make contact with insureds or agents because there
was no cell coverage,” says Marty Jaeger, Manager - Property
Claims.
High-Tech Meets High-Touch
Our claims service combines leading-edge technology with
experienced and dedicated people and puts a premium at getting
“boots on the ground” in affected areas.
“Our adjusters were in and out of Illinois before other
companies even made it to the area with their fleets of RVs to set
up their ‘tent villages,’” says Jamie Loiacono, Vice President Claims. “When disaster strikes, policyholders and agents don’t
need a company with a fleet of rolling advertisements—they need
people to shake their hand and help them start rebuilding.”
ACUITY’s technology investment focuses on tools that
adjusters can use to do their jobs more efficiently and effectively,
giving them time to visit more claim sites and meet more
policyholders who have suffered a loss. As just one example, our
claims adjusters have been using satellite imagery for some time
to help measure and create estimates on damaged roofs. Recently,
we enhanced the integration between satellite data providers and
our estimating systems to provide an even faster workflow.
“All the data is pulled into the system automatically so
that adjusters don’t have to spend time measuring and writing
estimates in the field,” Jaeger says.
Ongoing Transformation
ACUITY has also made an unprecedented level of investment
in mobility technology to help our adjusters be well connected
and highly effective in the field. Our blueprint for the future of
claims includes continued investments in the areas of expert
processing, data analytics, mobile estimating and data capture,
and more (see “Blueprint,” page 3).
But regardless of how technological evolution transforms the
claims process, the fundamental reason ACUITY maintains a 95
percent satisfaction rating from claimants and 99 percent from
agents will stay the same.
“Our focus in claims has always been same-day, meaningful
contact—making calls, getting adjusters to damaged areas, and
helping rebuild shattered lives,” Loiacono says. “That hasn’t
changed regardless of the number of policies we write, how many
states we do business in, or the amount of claim volume that we
handle—and it never will.”
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ACUITY BLUEPRINT LOOKS TO
THE FUTURE OF CLAIMS
Envision a claim scenario: After a severe
storm, a claims expert system identifies properties in damaged
areas and automatically dispatches an adjuster to the scene. On
site, the adjuster pulls a small drone from the trunk of her car
and dispatches it to obtain HD video recordings of areas of the
building that can’t be safely accessed.
Meanwhile, she walks the property perimeter, recording
video via Google Glass. Video streams from both devices are
transmitted live to a headquarters property specialist who can
provide additional direction.
That scenario is closer than ever to reality. “ACUITY’s Claims
Blueprint includes a number of technologies that are either
available today or likely to be available in the next few years,”
says Melissa Winter, General Manager - Staff Claims.
The ACUITY blueprint integrates four areas of claims to
enhance our best-in-class claims service.
Expert Processing and Management
ACUITY already uses detailed data analysis and a robust rules
engine to achieve straight-through processing of low-severity
losses in workers’ compensation. The next stage of expert
processing will expand this capability to other lines, automating
simpler claims processes to let adjusters focus on high-skill tasks.
“Expert processing combines the increased efficiency of
automation with the personal service of skilled adjusters,”
Winter says.
Mobile Technology and Data Capture
ACUITY is investigating and testing a number of different
technologies to enhance adjusters’ ability to assess damage either
remotely or in the field. At the same time, we are exploring ways
to provide policyholders additional capabilities to report and
document claim detail.
“Technologies like Google Glass and drones aren’t just about
the ‘cool’ factor,” Winter says. “These innovations have the real
potential to improve adjuster safety, shorten claim cycle time, and
enhance overall claim results.”
Claim Life Cycle Sophistication
The “Amazon Experience” is shaping customers’ expectations
for customized service from all the companies they do business
with, including their insurance company. ACUITY is building
enhanced first notice of loss handling capabilities through
“smart” call technology that will help claims personnel deliver
faster, yet more personalized, service.
“Technology can tell us a lot when customers call in—who
they are, what policies they have with us, what their claims
experience has been, and more,” Winter says. “Our goal is to
customize the experience for policyholders from the minute we
answer the phone.”
•
Fraud Detection and
Predictive Analytics
“Big Data” is a hot topic in the
insurance industry, and for good reason.
New data sources and powerful
analytic tools already allow ACUITY
to “connect the dots” within and among
claims for fraud detection. We will increase
our analytic sophistication going forward,
while also using predictive analytics to
provide early intervention and escalation
on claims and effectively allocate
resources across the claims department.
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PAG E 3
D Y N A M I C T E A M AT J A C K S O N D I E K E N
WORKS HARD, PLAYS HARD
From his 11 seasons playing offensive
guard for the Cleveland Browns, Robert Jackson learned a
valuable lesson that he has applied to his post-NFL career.
“My philosophy is that you have to work hard and play
hard,” Jackson says. “You have to give 100 percent effort to
everything that you do.”
Tackling Business Challenges
After retiring from the NFL in 1986, Jackson joined a small
agency in Cleveland. In 1990, he founded his own agency in
Westlake, Ohio, with his wife, Linda, as business manger.
Doug Dieken, who played 14 seasons as offensive tackle for
the Browns, joined the agency as a partner in 1992.
Jackson Dieken and Associates insures the Browns
franchise today, and the partners’ NFL contacts have helped
open the door to business opportunity in the sports and
entertainment sectors. Jackson Dieken and Associates also
writes a large book of municipal business and is known for
its niches in the trucking and habitational sectors.
The agency is always searching for new opportunity.
“We’re constantly communicating with our customers not only
to get to know them, but to learn as much as we can about new
risks and exposures that we can address through new products
or new markets,” Jackson says.
Cyber liability insurance has been an area of focus for
Jackson Dieken. The agency is also expanding its social media
presence as both a marketing resource and recruiting tool.
Team Approach From their playing days, both
nfocus
Jackson and Dieken learned
the importance of teamwork to
OF THE
success and have brought that
philosophy to the business. “We
throw egos and self-promotion out
the window here. We all share in
our wins and losses,” Jackson says.
“Our employees are very
knowledgeable, dedicated to our
business, and involved in the community,” he adds. “We have a
phenomenal group of people here and virtually no turnover.”
Jackson Dieken and Associates has built a reputation on
trust that extends to customers and carriers. “We are going
to be open and honest in every situation,” Jackson says. “We
pursue what’s in the best interest of our clients, but we also
don’t constantly remarket accounts—we try to develop longterm relationships between our agency, our customers, and our
carriers.”
AGENCY
MONTH
Building a Legacy Agency acquisitions have always been a part of Jackson
Dieken and Associates’ growth strategy. In addition, the agency
has recently hired a number of young producers to target new
sales growth and plan for perpetuation.
“We’re putting a team in place with the intention of
transitioning the business to them over time. We have no desire
to sell the business to an outsider. We’ve developed a great staff
here with people who are very loyal, and we owe them loyalty
as well by seeing the agency continue,” Jackson says.
“The young agents we have hired have really reenergized
the whole agency,” he adds. “There is a lot of enthusiasm
here, and we’re having fun. We’re working hard and
playing hard.”
•
Robert Jackson, left, and Doug Dieken
nfocus
mARKET FOCUS
Each month, Market Focus reports on what’s
happening in ACUIT Y’s key sectors: mercantile,
manufacturing, construction, and trucking.
Mercantile
The insurance company is coming to look at your restaurant.
One of the biggest exposures is the fire hazard associated with a
commercial kitchen. What will the inspector be looking for?
• Automatic extinguishing system meets these requirements:
• UL 300 compliant.
• Contains a remote manual pull station that is readily accessible.
• Nozzles for every cooking appliance.
• Inspected and charged semi-annually by a certified contractor.
• Cooking equipment exhausted via a stainless hood equipped with baffle filters.
• Filters cleaned a minimum of 2-3 times per week by employees.
• Exhaust hood and ducts commercially cleaned on a regular basis.
• Class K fire extinguisher mounted in the kitchen.
Your ACUITY loss control representative can assist you
in making sure your facilities are properly protected.
Manufacturing
Road construction season is here and concrete mixers
are hard at work. In 2013, ACUITY wrote $13.5 million of
concrete business.
ACUITY stays current on the concrete industry through
participation in the National Ready Mixed Concrete
Association (NRMCA) and the Wisconsin Ready Mixed Concrete
Association (WRMCA). Recent conferences provided updates
on the operations, environmental, and safety aspects of a concrete
business. In addition, ACUITY sponsored awards and webinars
promoting safety and innovation, giving recognition to successful
businesses.
During your morning commute
as you slow down for construction
zones, get a head start to your day
by thinking of ACUITY for quotes on
your concrete businesses. Concrete
businesses deserve a rock-solid
company like ACUITY to meet their
insurance needs.
Construction
We all know the construction sector was hit hard in the recent
recession and employment in the industry suffered. Fortunately,
the U.S. Bureau of Labor Statistics is projecting a healthy outlook
for the future! Construction employment is expected to grow 2.6
percent annually through 2022, adding 1.6 million jobs over the
2012–2022 decade. That is the fastest
rate of growth, tied with health care,
among all major industry sectors.
The construction sector is projected
to continue growing more than
twice as fast as the average for all
industries, which will go a long way
toward recovery of the jobs lost in the
recession.
This is great news for the
industry, as well as for ACUITY and
our agents! Construction is our largest
class of business and we look forward
to growing it with you!
Trucking
This past March, several ACUITY
Trucking Team members attended the
largest annual heavy-duty trucking
industry event in the world, the MidAmerica Trucking Show (MATS), held in Louisville, Kentucky.
Pictured is Trucking Team member Tricia Deming.
MATS provided another opportunity for ACUITY Trucking
Team members to build their expertise by talking with industry
vendors and attending seminars presented by industry experts.
With topics such as pre-trip and roadside
inspections, current news on CSA, hot
regulatory topics, training on a small budget,
and accounting for owner-operators, MATS
provided a great learning opportunity for all
industry stakeholders.
To see what else is new in ACUITY
Trucking, check out facebook.com/
acuityingear.
•
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PAG E 5
Tim Jaeck
FAMILY TRIO IS
HOOKED ON HUNTING
When he was six years old, Tim Jaeck went
squirrel hunting with his father, Dale, and from that point on
he was hooked.
“I couldn’t carry a gun until I was 12, but I was constantly
in the woods with my dad,” says Tim, Senior Personal Lines
Underwriter in East Troy, Wisconsin.
Tim passed on his love of hunting to his own children as
well. Kaity, his oldest daughter, has accompanied Tim on deer
hunts since she was seven. By the time Kaity was old enough
to hunt, her younger sister, Ally, was ready to come along as
well.
Fond Memories
For Tim, the joy of hunting with his daughters comes from
being outside and spending time with them. “It sounds cliché,
but being out in nature is really what it’s all about,” he says.
“And once you see a deer, you’re hooked.”
As the girls grew older, they began to offer more than just
companionship on the hunt. “When they had a few years under
their belt, I started to ask them for advice on where to hunt,
how to set up our stands—just to take a look at things from a
different perspective,” Tim says.
Their advice and efforts have helped the trio harvest several
deer and wild turkeys over the years. Two years ago, both girls
went bear hunting in northern Wisconsin, which turned into a
summer activity for the entire family.
“Every weekend we’d take an eight-hour road trip to check
the land and set up bait,” Tim says. Although neither girl took
a bear, the experience created lasting memories—as well as
some stories for Kaity to tell her current classmates at Duke
University.
“Growing up in Wisconsin, she was used to girls hunting,
but that isn’t a tradition everywhere,” Tim says. “At college,
people were surprised to learn that Kaity has been hunting her
whole life, and they didn’t believe she was a bear hunter until
she showed them pictures. It was a real eye-opener.”
Tim’s fondest memories of hunting come from experiences
with his daughters. “I’ll never forget calling in the first tom
turkeys for Kaity and Ally,” Tim says. “Seeing them take
their first deer and the pride they had—those are moments I’ll
always treasure.”
Lasting Legacy
Tim’s wife, Kelly, doesn’t hunt, so with Ally heading off
to college in fall, Tim will most likely be hunting solo for
deer and turkey for the first time in many years. He is looking
forward to a bear hunt this year and hopefully a bobcat hunt
in a few years. He also hopes to someday pass his knowledge
and love of hunting to his grandchildren if and when the time
comes.
“What I like most is sitting out there in the woods, when
it’s just starting to get light, and you hear a turkey gobble,” he
says. “Whether you get it or not, just hearing that sound helps
you leave the everyday hustle and bustle of life behind.”
•
Kaity, Tim, and Ally Jaeck
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ACUITY ’S ROSY
ANNUAL REPORT
RESONATES WITH AGENTS
As soon as our 2013 Annual Report hit agents’ desks, the calls, emails,
and pictures started pouring in!
Each report was packaged with a hand-assembled bouquet of a dozen
fresh-cut roses. Over a four-week shipping process, we sent over 1,000
bouquets each day by overnight mail—20,000 dozen roses in all! Since agents took the time to share their pictures with ACUITY, we
wanted to share them with readers of the !nfocus. Enjoy!
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PAG E 7
nfocus
Not only were the roses a big hit with agency staff, but they also put a smile
on the faces of spouses, family members, and even people throughout the
community. The Leverity Insurance Group, headquartered in Beachwood, Ohio,
“paid it forward,” donating all of its flowers to a local nursing home.
M ay
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PAG E 9
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•
A FAMILY OF CHAMPIONS
When Sam Techel’s Wausau, Wisconsin, hockey
team claimed the title in the Pee Wee 1A division of the Wisconsin
Amateur Hockey Association (WAHA) State Championship this year,
it wasn’t just a great team accomplishment: it was the continuation
of a family tradition. Sam’s older brothers, Max and Nick, have also
been members of WAHA youth State Championship teams.
The three boys are sons of Lonny
Techel, Commercial Forest Products
Veteran at Klinner Insurance, Inc.,
in Medford, Wisconsin. Lonny was
assistant coach of all three of his
sons’ State Championship teams, and
he has also served as head coach for
different area teams over the years.
Congratulations to the Techels on their
winning tradition!
•
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PAG E 1 1
Each month, Market Focus will report on what’s happening in ACUITY’s
key sectors: mercantile, manufacturing, construction, and trucking.
Mercantile
Construction
In ACUITY’s market
research, one message that
stood out was that merchants
are looking to do business
with a company that truly
cares for them and has their
best interests at heart. From
hat message, the ACUITY
Loves Merchants campaign
was born.
In January, ACUITY’s
Mark Christensen (left),
Senior Loss Control Representative, and Rick Hoffmann,
Regulatory Affairs Analyst III, brought the ACUITY Loves
Merchants campaign to the National Retail Federation’s BIG Show
n New York City in January. The National Retail Federation (NRF)
s the industry’s largest trade association, and the BIG Show is the
NRF’s flagship industry event.
ACUITY’s Construction Team recently attended the
Associated Builders and Contractors of Wisconsin Winter
Convention in Wisconsin Dells.
Territory Director John English
(behind table, left) and Claims
Manager Tom Moore (right) were
on hand to discuss ACUITY’s broad
construction appetite and unique
coverages. They were happy to have
met numerous agency personnel and
construction customers at our booth,
which featured a remote control
excavator.
Manufacturing
were selected to review drivers’ motor vehicle records (MVRs) to
determine the recipients of each of the WMCA awards.
ACUITY knows trucking and strives to be increasingly active in
associations such as the WMCA to enhance our understanding of
the challenges truckers face.
Find the
Our was in focus in theTrucking
April
issue, hidden in the new
Members of ACUITY’s Trucking
Team
are continuing
our role as the
sponsor
of the annual
“Market Focus” feature on
page
5. Winners
ofmajor
$100
chosen
Wisconsin Motor Carriers Association (WMCA) President’s Safer
from among correct entries
are:
Driver
Awards. This year, Trucking Team members at ACUITY
Members of ACUITY’s Manufacturing Team recently
attended the Manufacturing Matters event put on by the nonprofit
organization Wisconsin Manufacturing Extension Partnership
(WMEP) to help ACUITY enhance our expertise in manufacturing.
This annual manufacturing conference focuses on current
challenges facing manufacturing businesses, including federal
and local regulation, education, and geographic challenges. Team
members also attended
breakout sessions on
How Can We Keep
It Made in America,
Food Safety, Additive
Manufacturing, and
Sustainability-Driven
Business Value
Scott Arnold
Chris Cox
Carrie Christie
BTOW LLC American Ins. Administrators
•
Dawson Insurance
Hopkins, MN
Mechanicsburg, PA
Cleveland, OH
To enter this month’s contest, find the hidden elsewhere
in this issue, then send an email with its location to
[email protected] by May 31, 2014. This
contest is open to agency staff only.
•
A P R I L
2 0 1 4
PAG E 5
Word of
Mouth
An article on the use of American steel in the Tappan Zee
Bridge in New York resonated with followers of ACUITY’s
“Made in America” page for manufacturers. In addition
to generating a spirited discussion, the article has been
shared over 200 times. Keep up with manufacturing
trends by liking facebook.com/acuitymanufacturing!
•
What could be better than iconic ACUITY
red-and-white gear in front of an American landmark? We can’t think
of anything either! Thanks to Senior Claims Representative Annie
Peterson for sending in this picture from a frosty trip to New York
City last December.
IN THE WORLD IS
Would you like to win $100? Email a picture of you or your
family with ACUITY logo gear visiting an interesting location to
[email protected] and include a brief description of Where in the
World ACUITY has been. If we use your picture, we’ll send you $100!
This offer is open to all employees of ACUITY and our independent agencies.
WHERE
ACUITY?
•
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•
tech tips
A NEW WAY TO promote
yOUR AGENCY!
ACUITY will soon be allowing
agencies to include their logo and contact information on
various marketing materials. This will be rolled out in
phases, beginning with our online brochures. Your logo and
contact information will be featured along with ACUITY’s
on the bottom of each brochure!
Over 450 logos have already been submitted! To take
advantage of this opportunity, ACUITY needs a copy of your
agency logo. Please submit your high-resolution agency
logo to [email protected]. Any questions can be emailed to
the same address. Accepted file types include jpeg, pdf, png,
and eps.
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PAG E 1 3
AREA inSIGHT
NEW ACUIT Y SEMINARS FEATURE THE
“FOCUS FOUR”
of CONSTRUCTION SAFETY
ACUITY has offered OSHA’s
10-hour construction industry training at no charge
to our contracting accounts for some time, and many
contractors have taken advantage of this opportunity.
Our policyholders and independent agents have also
expressed an interest in a shorter training session that
would concentrate on the “Focus Four” of construction
safety. ACUITY now offers a course that all our loss
control representatives can conduct at no charge to
contracting accounts.
The Construction Focus Four refers to what
OSHA has categorized as the four leading hazards in
construction:
• Falls
• Caught-In or Caught-Between
• Struck-By
• Electrocution
Using OSHA-approved course materials, ACUITY’s
Construction Focus Four
training will cover
many different areas
in each of the four
hazards: traffic control,
fall prevention, safe
excavating, and much
more. The course will
feature lessons learned
from actual jobsite
injuries and fatalities
and examine things
that could have been
done to prevent
accidents from
occurring. Although the
half-day session
does not replace
OSHA 10-hour
training, ACUITY’s
Construction
Focus Four sessions
can help contractors
enhance their safety
program and control
losses. Additionally,
by being versed in
the terminology of the Focus Four, construction safety
personnel can communicate more effectively with OSHA
inspectors.
BY Andy Hughes –
Senior Loss Control
Representative
Our free Construction
Focus Four program is also
another benefit that agents
can highlight when writing or
renewing construction accounts
with ACUITY!
For more information on
ACUITY’s Construction Focus
Four training, contact your
loss control representative or
territory director.
•
nfocus
CONSUMERS S
E
CONFLICTING ND
ME
ON CUSTOMER SSAGES
CONTACT
Re
cent studies are se
nding the insuranc
e
industry conflictin
g messages about
consumers’
preferences for co
ntact by their insu
Q. What is ACUITY’s appetite for the growing segment
ra
nce
company.
of the population who do not own homes?
On one hand,
customers expect
A. We welcome monoline HO-4 business, but you can add value
increasingly person
alized service, and
to
the transaction by quoting a Per-Pak or Road and Residence
a global survey by
FICO found that
auto/home package.
consumers are look
ing for companies
to use more and ne
wer types of
customer engagem
ent. For instance,
the majority of resp
ondents wanted
renewal reminders
and other alerts
via smartphone or
email.
Q. Are package discounts available to tenants?
However, in a
study by Celent,
“Customers Don’t
A. Yes, the typical discount is about 10 to 15 percent on both the
Want to Buy Insura
nce
from Big Brother,”
auto and home coverages. If umbrella is added, the home portion is
the majority of
consumers are op
posed to receiving
discounted an additional 10 percent. To qualify for the maximum
messages that they
discount, you need to quote at least $30,000 contents coverage.
perceive as a little
too
personal. For insta
nce, receiving a te
xt
Q. Do you offer anything else to distinguish ACUITY from
that the area you
are about to walk
or
dr
iv
e
personal lines competitors?
through has seen
violent activity an
d suggesting
an alternate route,
A. We offer tenants a Special Personal Coverage
or getting an emai
l indicating
that your driving
Endorsement, also know as “open perils” coverage,
style suggests you
have a higher
chance of a fatal ac
for $30. Most competitors do not offer this
cident, were both
negatively
received.
broad coverage option to tenants.
Q&Acuity
•
•
MPOSSIBLE
inSURABLES
CUT!
Is this a movie set for the latest horror flick
to come from Hollywood? Sadly, no: it’s a property submitted to
ACUITY for coverage.
Yes, we do inspect properties that we insure, which is why we
won’t be insuring this one.
•
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PAG E 1 5
BLYTHE KUDRONOWICZ
KEEPS AGENCY’S TRUCKING
ACCOUNTS ROLLING
Customers of Cottingham & Butler can count on
Blythe Kudronowicz to deliver outstanding customer service. “Blythe has a great attitude and aptitude for service,”
says Kelly Wenzelman, Service Manager. “She is dedicated
and conscientious, and that commitment flows through to our
customers and our carriers.”
A graduate of UW-Platteville
with a bachelor’s degree in business
administration, Blythe has been
an Account Administrator in
the agency’s Dubuque, Iowa,
headquarters since 2011. As
a member of Cottingham and
Butler’s National Specialized
Transportation Department,
Blythe handles the diverse needs
of trucking accounts throughout
the upper Midwest.
“We work closely as a
team to help all of our
clients,” she says. “If one
person is not available,
somebody else is right
there to help out. Everyone
here is customer-service
driven.”
Blythe says that listening is the
foundation of effective customer service.
“It’s important to take the time to truly listen to what clients have
to say in order to determine their needs. Being trustworthy and
responsive is also essential to build relationships with customers
and carriers,” she explains.
“We’re a hardworking bunch, but we have fun too,” Blythe
adds. “I love my coworkers—they are a great group of people on
both a professional and personal level.”
Congratulations to Blythe Kudronowicz, an Outstanding
Service Professional!
OUTSTANDING
•
Searching for a
Job?
ing for
ACUITY is look
Headquarters
talented indivi
Director - Staff
Loss Control
House Counsel
Software Devel
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Software Devel
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Systems Enginee
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Technical Supp
ort Analyst
Trucking Busin
ess Segment Sp
ecialist
Field
Field Claims R
epresentative
Illinois (Chicago
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duals to fill man
y different posi
tions:
Commercial F
ield Underwrite
rs
Nevada (Las Ve
gas)
New Mexico (A
lbuquerque)
Loss Control R
epresentatives
Michigan (Eas
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gas)
North Dakota (B
ismarck)/South
Dakota (Rapid
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City)
ison)
Premium Audito
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Illinois (Chicago
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For more inform
ation, contact Jo
an Ravanelli M
Vice President
iller, General C
- Human Resou
ounsel and
rces, at 800.24
2.7666, extens
ion 1666.
•