FEbRuARY 2014

AGENCY FOCUS page 4
• EMPLOYEE FOCUS page 6 • rating precision in personal lines page 14
TIMELY NEWS AND INFORMATION FROM ACUIT Y
february 2014
Bright
future
INDEPENDENT AGENTS
CONTINUE TO SHINE
page 2
w w w.acuity.com
ACUITY puts our trust
IN INDEPENDENT AGENTS—
AND FOR GOOD REASON
For nearly
90 years, independent agents have been the
cornerstones of ACUITY’s business model.
“We will continue to invest our resources, energy, and
capabilities in building strong partnerships with independent
agents,” says Wally Waldhart, Vice President - Sales and
Communications. “We put our trust in the future with them.”
That trust is well placed. Every so often, an industry pundit
will predict the demise of the independent agent channel, and
every time those predictions have been proven wrong. There are
four key reasons independent agents are going to not just survive,
but thrive.
Independent agents produce better
business.
“We believe the best business in both commercial and
personal lines comes from independent agents, and that is proven
by our financial results and profitability, year after year,” says
Ben Salzmann, President and CEO.
It’s also supported by research. In a study of personal
lines growth and profit leaders, Conning Research found that
a full two-thirds of leading insurers were independent agency
companies—including ACUITY.
“When you combine both growth and profit as defining
characteristics—not just one or the other—the results definitely
favor the independent agency channel,” says Alan Dobbins,
Vice President at Conning Research.
That doesn’t surprise Ed Felchner, Vice President - Personal
Lines. “We see a lot of business going to the direct marketers that
is very price sensitive—minimal-coverage, low-limit, single-term
policies with poor retention and no relationship building. As far
as we’re concerned, they can have that business,” he says.
Consumers trust independent agents . . .
It’s true that more and more consumers are using the internet
to explore insurance options, but many choose an independent
agent when it’s time to purchase coverage. Even tech-savvy
individuals who start the process online get frustrated with the
complexity of insurance, presenting a great opportunity for agents
to educate consumers and make a difference.
“People are taking the time to do a lot of research online,
but somewhere in the process the independent agent becomes
important to the consumer,” says Dobbins.
. . . And so do insurers.
Conning points out that independent agents are a valuable
resource for insurers as well, providing risk assessment and
prescreening functions as well as geographic and market-specific
knowledge. Agents are also better suited to handle complex
product lines and are positioned to help build relationships in the
claims process.
“From the insurers’ standpoint, there is also the advantage
of scalability,” Dobbins says. “The independent agency channel
provides both a flexible and a scalable client acquisition platform,
helping companies grow.”
Independent agents’ market share is strong.
Independent agents write a whopping 78 percent of
commercial lines premiums. In personal lines, they
write over a third.
Additionally, independent agents’ market
share is increasing in personal lines.
Since 1995, their market share has
grown more than 2 percentage points.
Compare that to the captive agent
channel, which has seen its market
share drop by more than 10 points.
“Obviously, direct marketers have
gained market share in recent years
in personal lines, but they are taking
it from the captive agent channel,
not from independent agents,” says
Felchner.
“We love writing business with
independent agents,” adds Salzmann,
“and we see continued momentum in
the years ahead.”
•
nfocus
INDEPENDENT AGENTS
Personal lines
market share
Commercial lines
market share
3.3%
Direct/Other Response
35.7%
18.3%
Exclusive Agents
78.4%
Independent Agents
33.5%
1995
Today
Source: IIABA Property-Casualty Insurance Market
Find the
Despite the cold weather, our January was toasty warm thanks to
its placement on the ACUITY mukluks on page 10. We received
many responses from readers who had found the icon, and the
winners of $100 chosen from correct entries are:
Melanie L. Watson Leavitt Group Four Corners Ins Durango, CO
Bonnie Hallsted
First Western Insurance
Hot Springs, SD
Brittany Murray
W F Roemer Insurance Toledo, 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 February 28, 2014. This
contest is open to agency staff only.
•
F e b r u ary
2 0 1 4
PAG E 3
WALLACE, COOPER & ELLIOTT
IS THE ONE-STOP SHOP
f o r c usto mers’ ins urance ne e ds
Since its founding
in 1947, Wallace, Cooper
& Elliott grew steadily, serving customers in Richland County,
Wisconsin, and surrounding areas. Original owners Warren
Wallace, Willis Cooper, and Robert Elliott took great pride
in providing outstanding service and quality to their customers.
But despite the agency’s overall growth and success, President
Sheila Troxel always believed the agency had the potential to
take its business to the next level.
Sheila, who began her career with the agency in 1978,
acquired ownership of the firm with her business partner
Mike Edwardson in 1989. “We were very proud to be locally
owned and operated,” Sheila says. When Mike retired in 2010,
Sheila asked her staff to take a hard look at ways the agency
could improve its services.
“We realized we were very busy with P&C business, but
we needed to expand into other lines and offer more to our
customers,” she says. “We needed to be a one-stop shop.”
The agency made the decision to expand into health and
life. Sheila’s son, Aaron Troxel, and Dan Schwinefus, both
New York Life career agents, connected with the agency to
help it offer all types of life, investment, and financial products.
Aaron’s wife, Kathy Troxel, joined the team as a receptionist.
“All these changes were a big commitment on our end, and
a risk as well,” Sheila says.
But the risk paid off. Not only has the agency expanded
in new lines of business, but its “one-stop-shop” approach has
led to cross sales. The agency’s growth spurt prompted a 2012
move to a new location in downtown Richland Center after 54
years at the original headquarters.
Community Commitment
Wallace, Cooper & Elliott offers customers a broad
product portfolio along with the expertise delivered by
experienced staff. Producers Pat Elliott, Ralph Torgerson,
Deb Fontana, and Carol Strang are all long-term
employees of the agency and lifelong residents of the
community.
The agency also has a strong community
presence, with its staff involved in many
Seated, left to right: Carol Strang, Kathy Troxel
Standing, left to right: Pat Elliott, Deb Fontana,
Ralph Torgerson, Sheila Troxel, Aaron Troxel,
and Dan Schwinefus
charitable organizations, foundation
nfocus
boards, civic groups, and youth
sports. In 2011, Pat was named
Wisconsin Assistant Coach of
OF THE
the Year for his work with the
Richland Center High School girls’
basketball team. This year, Aaron
and Kathy cochaired Rotary Lights
in the Park with the Rotary Club of
Richland County, bringing holiday magic
to many families while collecting food for the local food pantry.
“Richland Center is a great place to call home, and we
believe in supporting it,” Sheila says. This year marks the agency’s 50th year of business
partnership with ACUITY. “We have had the privilege of
working with outstanding company personnel, and that is
why ACUITY is one of our top companies,” says Sheila.
AGENCY
MONTH
Growth Goals
Wallace, Cooper and Elliott is looking to expand its
operations and grow in all lines of business. Bringing in new
agents and having a mix of products will enable that goal, as
will having staff who are willing to do whatever it takes to
deliver outstanding customer service.
“Our staff is very dedicated and will go the extra mile for
their customers and coworkers,” Sheila says. “We believe in
teamwork, and we feel we have the people and companies to
take the agency to the next level.”
Above all, the staff at Wallace, Cooper & Elliott will strive
to continue the deep tradition of excellence, dedication, and
commitment that prior agency owners believed in and valued.
“We owe a debt of gratitude to them,” she adds. “We have the
deepest appreciation for all our customers for
their trust and loyalty through the years.”
•
nfocus
ACUITY Named Easiest
Company to Do Business With
by Independent Agents
ACUITY was recently recognized as the
easiest company in the nation for independent agents to do
business with by Deep Customer Connections (DCC). More
than 7,000 independent agents assessed the performance of
over 270 property and casualty carriers in the compilation of
DCC’s annual Top 10 P&C Performers list.
“ACUITY has made a commitment to provide the tools,
technology, and staff expertise to enable agents to do business
with us efficiently and effectively,” says Ben Salzmann,
President and CEO. “Being recognized as the top carrier in the
nation to do business with by independent agents confirms that
we are meeting that commitment.”
In the survey, agents rated the importance of 11
unique performance factors, including acting on agents’
needs, underwriting responsiveness and flexibility,
issuing quotes without rework, effective technology,
insurance and marketing expertise and support, fast
and fair claims handling, and others. According to
DCC, 99 percent of the agents and brokers surveyed
in 2013 reported that how easy it is to do business
with competing carriers is “critically important” in
deciding where to write business. DCC also noted
that a carrier’s performance substantially affects agency
productivity and profitability as well as the quality of agents’
work lives.
“The leaders of this year’s Top 10 companies deserve
to be commended,” says Deep Customer Connections
CEO Nort Salz. “This achievement requires
on-going dedication to excellence across
all agent touchpoints throughout the
organization. In our experience, that
requires everyone, from the CEO
on down, to focus on making it
easy for agents to do business
with them.”
•
GARRETT BOECKELER “DELIVERS”
OUTSTANDING CLAIM SERVICE
On a Monday morning in late November,
Garrett Boeckeler, Special Investigator, was startled
when a vehicle crashed into a guardrail near his
Wauwatosa, Wisconsin, home. Fortunately there were no
injuries, but the vehicle’s driver, an OB/GYN at Froedtert
hospital in Milwaukee, needed to get to the hospital to
tend to some urgent patient needs.
Garrett offered to drive the doctor to the hospital,
getting him to his rounds on time. And in the process,
Garrett also learned that the doctor is insured with
ACUITY, helping him report the loss and begin the claim
process. Now that’s what we call great service delivery!
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fe b r u ary
2 0 1 4
PAG E 5
Brent Olson
LIFE IS SWEET
FOR BEEKEEPER BRENT OLSON
In over three years’ experience keeping bees,
Brent Olson recalls being stung only one time. That might
sound incredibly low, but it’s actually fairly typical for
beekeepers to avoid being on the receiving end of a stinger.
“Usually, the bees are too busy doing what they need to
be doing—taking care of the eggs, the larvae, the honey—
to worry about what you’re doing,” Brent says.
“If they do come at you, they will go for your head,
so you have to always wear a hat and net,” he adds. “You
could go into the hive with bare hands and they won’t
sting your hands.”
Getting Started
Brent is a Field Claims Representative in Saint Louis,
Missouri. He joined ACUITY in 2013 and has over 20 years’
experience in insurance claims.
Beekeeping has been gaining in popularity in the state
several years. “People have gotten more into organic foods
and generally just wanting to know where their food comes
from,” Brent says. He learned more about beekeeping
after going to a meeting of the Saint Louis
Beekeepers a few years ago with a friend.
“I found it interesting, so we just kept
going to meetings for the better part of a
year, learning about the process and
what was required to keep bees,” Brent says. “It’s important
to know what you’re doing before starting a hive.”
Brent received his first batch of bees in 2010 from a
supplier in New Orleans.
“It’s pretty exciting when you get your first shipment,”
he says. “You literally dump them into their hive and put the
queen in her ‘queen capsule.’ It doesn’t take long before the
workers start building combs so the queen can lay her eggs,
and the hive begins to grow.”
Harvest Time
The busy time for beekeeping is summer. “You have to
be actively involved, checking regularly for problems such as
wax moths, mice, hive beetles, and other things that can get
in the hive,” Brent says.
Harvests take place once a year in late summer. The
harvesting process involves removing the wax- and honeyfilled frames from hive boxes and spinning the honey
out using a centrifugal machine, borrowed from the local
beekeeping club. “It’s a simple process, but quite messy,”
Brent says.
Care must be taken to leave enough honey in the hive to
ensure the bees’ survival through cold months. “Bees cluster
during the winter, vibrating their wings so it stays about 90
degrees inside the hive. They will die if their bodies get too
cold,” Brent says.
Growing Hobby
Brent started with two hives in his
backyard. This season, after expanding to
four hives, he relocated his bees to Iron
County in southern Missouri.
Brent enjoys working with the bees
and says that people could learn a thing
or two from the insects’ unselfish social
behavior.
“Bees always share what’s in the hive
equally, and no bee will eat all the honey
that’s left, even if the hive is running out
of food,” he says. “You quickly come to
realize how much bees depend on and
share with each other.”
•
nfocus
marcus knuth named
technology vp
Marcus Knuth is promoted to Vice President - Enterprise Technology. In his
new capacity, he will direct and oversee all of ACUITY’s technology initiatives and staff.
Marcus began his career at ACUITY in May 1992 as a Management Trainee and
became Unit Supervisor in Services later that year. Two years later, he was named
Procedures Analyst, and he was promoted to Senior Procedures Analyst in 1996.
In 1998, Marcus received the title Business Consultant, and he was subsequently
promoted to Senior Business Consultant in 2001. The following year, he was named
Director of Information Technology. In 2006, he was promoted to Area Manager Information Systems.
Marcus earned bachelors degrees in computer science from Lakeland College
and in finance from UW-Whitewater. He lives in Kohler, Wisconsin, with his
wife, Karen, and their children Alex, Lucas, and Carter.
On the
•
Move
ACUITY congratulates the many staff
members who have earned promotions!
ACUITY Names New Commercial
Underwriting manager
Mike Dietz is promoted to Manager - Commercial Underwriting at
our Milwaukee office. He joined ACUITY in June 2009 as a Senior Commercial
Underwriter after gaining more than 10 years of underwriting experience with
other insurance companies.
Mike graduated in 1998 from the University of Wisconsin-LaCrosse and
lives in Pewaukee, Wisconsin.
Mike Dietz
fe b r u ary
2 0 1 4
PAG E 7
ACUITY Names New
Claims Managers
ACUITY Announces New
Director - Human Resources
Lorna Johnson is
Tonia Gibeault
named Manager - Central
is promoted to Director -
Claims at our corporate
Human Resources at our
headquarters. She
corporate headquarters.
began her career with
Tonia joined
ACUITY in 2000
ACUITY in January
as an Inside Claims
2001 as a Marketing
Representative and
Analyst I. In January
was promoted to a
2003, she was named a
Senior Inside Claims
Marketing Analyst II. She
Representative three
Lorna Johnson
Tonia Gibeault
years later.
Lorna holds a
joined the human resources
department in October 2004 as a
Human Resources Specialist. She was promoted to Senior
bachelor’s degree from Lakeland College in business
Human Resources Specialist in June of 2010.
administration and marketing. She lives in Cleveland,
Wisconsin.
College with a bachelor’s degree in business management
Joe Balcaitis is
hired as Manager - Central
Claims at our corporate
headquarters.
After beginning
his career at ACUITY
in 1982 as a Claims
Representative Trainee,
Joe spent nearly
28 years working for
Joe Balcaitis
General Casualty. There, he
started as a Claim Examiner and
earned promotions to Territory Claim
Manager and Unit Claim Manager. Most recently, he
was a Home Claims Supervisor for Ameriprise Auto
and Home Insurance in Green Bay.
Joe earned a bachelor’s degree from Lakeland
College in journalism and theatre. He also has earned
his Associate in Claims (AIC), Chartered Property
Casualty Underwriter (CPCU), and Certificate in
General Insurance (INS) designations. Joe currently
resides in Green Bay, Wisconsin, but is relocating to
Sheboygan.
Tonia graduated in December 1999 from Silver Lake
and earned the professional in human resources (PHR)
designation through the Human Resources Certification
Institute. She is the Secretary for the Wisconsin Society
of Human Resource Management (SHRM) State Council.
Tonia lives in Manitowoc, Wisconsin.
nfocus
ACUITY Adds New Managers
in Information Systems
Lori Lacy
True Vang is
promoted to Manager -
is promoted
Information Systems
to Manager -
at our corporate
Information Systems
at our corporate
headquarters. He joined
headquarters.
ACUITY in research
and development in May
2001. In 2013, he was
promoted to Senior Systems
Architect.
True Vang
True earned electronics
Lori Lacy
In 1982, Lori joined
ACUITY as a Programmer.
She was promoted to Programmer Analyst I in May 1984,
to Senior Programmer Analyst in October 2000, and to
Systems Architect in December 2012.
Lori earned a bachelor’s degree in mathematics
engineering technology and computer information systems
degrees from DeVry University. He lives in Sheboygan,
with a minor in computer science from the University
Wisconsin.
of Wisconsin-Whitewater. She lives in Sheboygan,
Chris Hoffman is
named Manager - Information
Wisconsin.
Shayne Noffke
is named Manager -
Systems at our corporate
Information Systems
headquarters.
at our corporate
In June 1998, Chris
joined ACUITY as a
headquarters.
Programmer Analyst. He
Shayne
was promoted to Senior
joined ACUITY
in June 2001 as a
Programmer Analyst in
Programmer and
August 2001, to Systems
Chris Hoffman
was promoted to
Architect in January 2003, and to
Programmer Analyst
Senior Systems Architect in January 2006.
Chris graduated in 1998 from the University of
Shayne Noffke
Programmer Analyst in January
Wisconsin-Green Bay with a bachelor’s degree in computer
science. He lives in Sheboygan, Wisconsin.
in January 2003, to Senior
2007, and to Systems Architect in July 2012.
Shayne earned a bachelor’s degree
in business administration with a major
in management information systems
and marketing from the University
of Wisconsin-Oshkosh and lives in
Sheboygan Falls, Wisconsin.
fe b r u ary
2 0 1 4
PAG E 9
Tyler Raulin
is promoted to Manager Tyler Raulin
Information Systems at our
corporate headquarters.
In June 2003, Tyler joined ACUITY as a Programmer.
Nathan Weiler
He was promoted to Programmer Analyst in June 2005, to
is promoted to Manager -
Senior Programmer Analyst in July 2009, and to Systems
Information Systems
Architect in July 2013.
at our corporate
Tyler graduated in 2003 from St. Norbert College with a
headquarters.
computer science degree. He lives
In June 2003,
in Sheboygan, Wisconsin.
Nathan joined
Adam Thill
ACUITY as a
Programmer and
is named Manager -
was promoted to
Information Systems
at our corporate
Nathan Weiler
headquarters.
Adam joined
ACUITY in January 2004
as a Programmer. He was
Adam Thill
promoted to Programmer
Analyst in July 2005, to Senior
Programmer Analyst in January 2008, and to Systems
Architect in July 2012.
In December 2003, Adam graduated from the University
of Wisconsin-Green Bay with a bachelor’s degree in
computer science. He lives in Sheboygan, Wisconsin.
Programmer Analyst in
2005, to Senior Programmer
Analyst in 2009, and to Systems Architect in 2012.
Nathan graduated in 2003 from the University of
Wisconsin-Stevens Point with a bachelor’s degree in
computer information systems. He lives in Sheboygan,
Wisconsin.
•
nfocus
IT’S A THIN
GRAY LINE.
WHERE DO YOU
STAND?
IT COURSES
ERIES OF CE CRED
NEXT IN A NEW S
2014
COMING WINTER
For All That Matters
ACUITY
y u . c o m
w w w . a c u i t
OLD FAITHFUL’S cole geyser revisits
THE FUR TRADE ERA
In the early nineteenth century, the fur trade was one of the
biggest businesses beyond the East Coast. Today, fur trade reenactors meet at
encampments across the Midwest to provide a taste of what it would have been
like to live and work in that once-vital industry.
Cole Geyser, CEO at Old Faithful Insurance in Waukesha, has been a fur
trade reenactor for over 25 years.
“I represent a ‘free trapper’—an independent operator who sold his furs
to whoever would give him the best price,” Geyser says. Wearing period-style
clothing made of fur and buckskin, Geyser is also a camp cook, performing
demonstrations for fellow reenactors and the general public.
Geyser was introduced to reenacting after volunteering at the Indian Summer
Festival, held each year at the Summerfest Grounds on Milwaukee’s lakefront.
“From the very start, I have enjoyed practicing and demonstrating skills that
have been lost in everyday life—starting a fire with flint and steel, cooking over
an open flame, and being self-sufficient in the outdoors,” he says.
•
fe b r u ary
2 0 1 4
PAG E 1 1
t
ACUITY ANNUAL REPORT
POPS INTO COLLECTION
In the nearly 30 years he has been
collecting pop-up books, Francis Gagliardi of
Plainville, Connecticut, has amassed over 900 items
that span centuries and continents. His collection
includes our 2010 Annual Report, “ACUITY’s
Storybook Year.”
Gagliardi, retired Associate Director of the Burritt
Library at Central Connecticut State University,
recently shared his items at a presentation on popups at the Wood Memorial Library & Museum in
South Windsor. The presentation was featured in the
Reminder News, and a link to an online version of the
original article is available at http://bit.ly/1aDEVUl.
Photo courtesy of Brenda Sullivan
Word of
Mouth
Being a fan of ACUITY’s Facebook pages isn’t just a
great way to learn about news you need to know and
to network with colleagues—it’s also a chance to gain
advanced access to great content. The digital version
of the !nfocus is posted prior to distribution of
the hard copy and agents who like ACUITY on
Facebook got a sneak peek at the latest ACUITY
U offering, Ethics: Three Agents in Prison.
•
•
tech tips
nfocus
Agents can now
save, sort, and filter
loss run data
The Loss Run
Request screen has been updated to
give agents the choice of receiving
a loss run report as a PDF or CSV
file. CSV files can be opened in
many spreadsheet formats, allowing
for sorting and analysis. Simply
click the desired format.
A dialog box indicates that the
report is being emailed. Click
the question mark icon to receive
additional information regarding
report types.
•
Bridget Markin,
Commercial Producer at General
E
WEHWEOR
R
IN TH
Insurance Services, Inc. in La
LD IS
Porte, Indiana, recently visited
ACUITY?
Fort Myers and Sanibel with her
husband, Travis. She took in some
parasailing—and took her pair
of ACUITY mukluks with her!
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.
•
F E B R U A R Y
2 0 1 4
PAG E 1 3
AREA inSIGHT
RATING PRECISION
HELPS AGENTS
COMPETE IN PERSONAL LINES
Charging rates that are accurate, fair,
an entire territory—
and competitive helps agents write personal lines business
typically a county—
while keeping ACUITY profitable. ACUITY continues to
was assigned the
look for ways to make our pricing even more precise by
same location
adding new pricing factors and elements into the equation.
factor.
In recent months, we have added two important,
The Location
innovative pricing elements. The first is longevity, which
Insight tool
reflects the length of time a new policy is predicted to stay
analyzes numerous
with ACUITY.
variables at a specific
Longevity is important as a pricing factor because there
location, including
are many expenses that take place at policy inception,
weather, topography,
including ordering MVR reports, financial responsibility
and infrastructure.
scores, CLUE for auto and home, and home inspections.
This tool then scores
The longer a customer stays with ACUITY, the longer
the location for the likelihood of a loss. Each score
period of time over which these expenses can be recovered.
generates a location-specific premium. The rating
Our longevity pricing element considers factors that
combinations are almost endless!
predict how long a customer will stay with ACUITY,
ACUITY’s precision pricing initiatives have already led
such as length of time with the prior carrier, the limits
to sophisticated, tiered rating programs that offer literally
being requested, and whether an account is a package or
millions of rate combinations and valuable discounts
monoline policy. Accounts with greater expected longevity
based on our analyses of positive correlations. We will
receive more favorable annual pricing.
continue to refine our pricing to maintain a rating structure
The other major significant pricing element is Location
that is fair and flexible, maximizes our profitability, and
Insight, added for home in 2013 and planned for
makes ACUITY your most competitive option to offer
implementation in auto in 2014. Before Location Insight,
customers.
•
BY SHAWN CHRISMAN –
Actuary
nfocus
Q. Every year after the premium audit,
I get a bill. How can I avoid this?
A. With the economy rebounding, many policies have seen
increases in payroll, subcontractor costs, and sales. Be sure
to update policy estimates to actual amounts from a recently
completed premium audit to minimize additional premium due
in the future.
Q&Acuity
Q. I use subcontractors that are independent contractors. Will I be
charged for them on my workers’ compensation audit?
A. Most states have requirements that must be met in order to avoid being
charged for “independent contractors” on the workers’ compensation
audit. Check with your state’s department of labor. Most will have a
brochure or listing of the requirements on their website.
Q. Payroll on the premium audit report for general liability (or
Bis-Pak) exceeds the payroll for my employees. Why is that?
A. For general liability (or Bis-Pak), any active principal
of an entity is included at a flat amount set by the
state, regardless of whether or not a principal
takes wages.
•
MPOSSIBLE
inSURABLES
Storage Wars
The application said that the insured’s premises
included a “storage facility.” However, this isn’t exactly the type
of facility we had in mind.
It might be a good location for an episode of American Pickers,
but this junkyard isn’t suitable for insurance with ACUITY.
•
fe b r u ary
2 0 1 4
PAG E 1 5
LAURIE MIGNANO INSPIRES
CONFIDENCE IN CUSTOMERS
Customers of The Hartwell Corporation can
they need, and offer risk
be confident in the service of Laurie Mignano, and for
management options
good reason.
to meet those needs,”
Laurie says. “Being
“Both the clients and insurance companies that Laurie
works with recognize her abilities,” says Todd Mary, agency
available when clients
Producer. “She is very professional, confident, knowledgeable,
call, responding quickly,
and detailed in her work. Her abilities have helped
her develop lasting relationships with
her clients, and she is valued and
appreciated by her colleagues.”
Laurie is a Commercial
and knowing your clients’
business are also important.”
Laurie enjoys working with
customers and underwriters and adds
that all the staff at The Hartwell Corporation are committed
Account Executive and has
to outstanding service.
been with the Idaho Falls-based
agency for eight years. She
a team,” she says. “We know each others’ clients and are
says that good customer service
able to help out when someone is not available. Having team
“We have a great group of people here, and we work as
OUTSTANDING
begins with listening.
“You need to take the time
to listen to clients, understand what
support strengthens our client relationships.”
Congratulations to Laurie Mignano, an Outstanding
Service Professional!
•