CICs and CRMs head to Denver for
an educational smorgasbord
By Elisabeth Boone, CPCU
The National Alliance President William T. Hold, PhD, CIC, CPCU, CLU, presented the organization's new logo (above) at the Denver MEGA.
Have you ever gone to an all-you-can-eat buffet and felt overwhelmed by the tempting array of delicacies competing for your attention?
If so, then you have a good idea what it's like to attend a MEGA Seminar sponsored by the National Alliance for Insurance Education & Research. In this case the choices aren't physically edible; instead they're nutritious "brain food" for knowledge-hungry insurance professionals. Participants at the 13th Denver MEGA held in March came from as far away as Alaska and Hawaii to digest the hearty fare served up by a roster of respected presenters. Open to holders of the Certified Insurance Counselor (CIC) and Certified Risk Manager (CRM) designations, the MEGA offers attendees the opportunity to earn 20 or more continuing education credits in five days--plus the chance to network with fellow professionals and keep current on developments in the insurance and risk management industries. A highlight of this year's Denver MEGA was the introduction of the National Alliance's new logo by long-time President William T. Hold, PhD, CIC, CPCU, CLU.
Ably guided by the National Alliance's friendly professional staff, a near-record 306 participants from 26 states customized their schedules to enhance their knowledge of such timely topics as construction defect and mold liability, indemnity and contract reviews, claims mitigation, vendor management, crisis mitigation, and product recall crisis management. Presenters also addressed various aspects of property and casualty coverage, life and health insurance, estate planning, and agency management. (See the sidebar on page 51 for a complete list of topics.) Participants were clearly focused on the business at hand, free from the distractions of noisy exhibition halls and aggressive politicking. The atmosphere was lively and informal, enhanced by unseasonably warm weather and the sweeping grandeur of the snow-capped Rocky Mountains.
The National Alliance's staff includes Norma Freeman, CIC, CPCU, ARM, AMIM.
High marks for the menu
The Denver MEGA, like other MEGAs held throughout the country, drew attendees from both the agency and company ranks, as well as risk managers, financial planners, and other insurance professionals. The owners of small rural agencies mingled comfortably with representatives from the country's leading brokerages, and everyone had high praise for the quality of both presenters and course offerings.
All the way from Alaska. From the small southwestern Alaska town of Bethel, 80 miles east of the Bering Sea, came Norma and Jim Wyckoff, who have lived in this Kuskowim River community for the last 18 years. A native dance festival held each April is putting Bethel on the map as a popular tourist destination; summer visitors also enjoy sport salmon fishing and bird watching in the nearby wildlife refuge. With 70% of its 7,000 population comprised of Iupik (native) families, Bethel is the hub for 56 native villages and boasts the state's third busiest airport, Jim Wyckoff said. He holds the Certified Risk Manager designation and is director of quality improvement and risk management for the Yukon-Kuskowim Health Corporation, whose motto is "fostering native self-determination in primary care, prevention, and health promotion." Norma Wyckoff, a CIC who for several years worked in an independent commercial lines agency in Bethel, last fall became a representative for AFLAC. She also serves as president of the Bethel Chamber of Commerce.
The Denver event was Norma's third MEGA and Jim's first. "Because of our remote location, the MEGA is our best opportunity to network with other agents and keep up with what's going on in the industry," she said. "We take what we learn back to Bethel and put it to work in our businesses and in the community."
Networking from the Northwest Territory. Like Alaska, Wyoming is a vast and sparsely populated area where the distance between even small towns often is measured in hundreds of miles. Claiming honors as the state's oldest continuously operating independent agency is Ed Murray & Sons of Cheyenne in the far southeastern corner of Wyoming, just north of the Colorado border and west of the Nebraska state line. Now celebrating its 126th year in business, the agency was established when Wyoming was still a territory. Its current owners are William Murray II, CIC, and Garth Boreczky, CIC, who purchased the agency three years ago from Murray's uncles. Since then the firm's volume has tripled, and the partners have reengineered its operations from the ground up, implementing a new structure, new policies, and new approaches to compensation. Throughout this process, the National Alliance's educational offerings have played a key role in staff development. "Educational opportunities help us keep good employees and attract new ones," Boreczky observed. "The National Alliance brings training to us. They sent an experienced instructor to teach the Dynamics of Service program to our employees in the agency." The agency boasts two of Wyoming's CSRs of the Year as recognized by the National Alliance; CSRs in each of the agency's branch offices can pursue the Certified Insurance Service Representative designation by studying online, then taking a proctored examination.
Other staff members (from left): Leslie Dadidakis, Sommer Howser and Tina Hollowell.
Both Murray and Boreczky have held the CIC designation since 1988 and are regular attendees at the Denver MEGA. "The MEGA is a great opportunity for a rural agency to get educated," Murray commented. "Garth and I 'divide and conquer' by splitting up the sessions so we can attend everything we want to cover."
Hailing from Hawaii. Flying in from the island paradise of Hawaii were Janice Reischel, CIC, CPIW, and Robert Borkovec, CIC, both vice presidents of Bank of Hawaii Insurance. Before it was sold to the bank in 1999, the agency was the oldest independent agency in Hawaii. The firm has offices on all of the major islands and writes primarily commercial lines. This was Borkovec's seventh MEGA and Reischel's second; both spoke highly of the advantages they gained by attending classes and networking with fellow professionals. The key benefits of the MEGA to her, Reischel said, were "practical knowledge and a variety of subjects; you're not locked into just one course." Her clients are becoming increasingly aware of the meaning and value of the CIC designation, she noted. "I e-mail my clients about what I've learned that will benefit them. I do a lot of client education, and CIC is a great help." Borkovec was enthusiastic about a new approach he's taking with prospects: "Instead of trying to sell insurance, I evaluate the prospect's current program and make recommendations. I use what I learn at the MEGA to help me conduct these audits."
Denver denizens. Although they drove across town instead of flying thousands of miles, MEGA participants from Denver were equally enthusiastic about the "educational smorgasbord" served up at the MEGA in their home town. Arriving with a flourish was agent Hank Ham, who sped up to the hotel on his Screamin' Eagle, a powerful Harley-Davidson whose high-gloss black enamel and abundant chrome were polished to gleaming perfection. Ham, a "Hawg" hobbyist for years, also delighted fellow attendees by showcasing his custom-built "chopper" with its multi-hued psychedelic flame finish and throatily purring engine. Hank and his brother Greg are the third generation of Hams to work for the agency founded by their grandfather, Henry, in 1926. With their father, Rod, the Ham brothers are long-time holders of the CIC designation as well as regular attendees at the Denver MEGA.
With seven employees, of whom four are producers and three are support staffers, Henry Ham Insurance Agency, Inc., conducts business using the same ethical principles on which it was founded more than 75 years ago. "We do business the old-fashioned way, by developing a strong rapport with our clients," Greg Ham said. "Although we're highly automated, we maintain a high degree of customer contact." As CIC designees of long standing, Greg and his sons keenly appreciate the value of the educational programs offered by the National Alliance. "Each of our support staff members has earned the CISR designation and is now pursuing the CIC," Greg said. "Our clients tell us our staff is very well educated and that any one of our employees is able to take care of a problem."
Jim and Norma Wyckoff, Bethel, Alaska, made the long trip to the Denver MEGA to network with other agents and learn something new to take back to businesses in their community.
Also waxing enthusiastic about the MEGA and other educational programs offered by the National Alliance was Phillip Fierro, CIC, senior vice president-operations of VanGilder Insurance Corporation. Established in Denver in 1905, VanGilder is the 50th largest brokerage in the country in terms of revenue and operates from nine locations in six states. It also enjoyed the distinction of sending more of its employees (30) to the Denver MEGA than any other agency. That's not surprising, considering that Fierro teaches an advanced seminar, Managing People, three times a year and also serves as vice chair of the National Alliance.
VanGilder, Fierro said, takes advantage of the entire range of National Alliance programs. "We focus on CIC because it presents a core curriculum. Our employees obtain their CIC designations first, then pursue CISR and CRM."
As a former director of education and training for Aetna Life & Casualty's commercial division, Fierro is well qualified to evaluate the content and presentation of topics at the MEGA, as well as the spectrum of National Alliance programs. Asked if he could choose one word to describe these programs, he responded promptly: "Practical." What the National Alliance offers, he said, is "hands-on, realistic, state of the art education for practicing insurance professionals from an agency perspective." In particular, he commented, the Alliance "does a good job of blending agent-company-client relations." As for the quality of instructors, Fierro said, "It's always first rate." Noting that the Alliance works with more than 500 instructors, he said, "They work hard to bring in credible, knowledgeable, articulate instructors who can address the needs of participants."
From the company side. Although the MEGA is oriented toward agents, it's a popular choice for company representatives as well. One who offered unstinted praise for the MEGA and the CIC program was Greg Metzler, CIC, a commercial field underwriter for the Rocky Mountain regional office of Allied Insurance in Denver. As a production underwriter handling large accounts, Metzler said, "The information and techniques I learn here are invaluable, and I can be a better resource to my company and my agents." By attending the MEGA, he added, "I gain an understanding of what agents are facing. In fact, I see my agents here. I'm a former agent, and being involved in CIC gives me clout with agents. It helps me 'talk the talk' with them."
The ultimate smorgasbord
Best known for creating and administering the CIC program, the National Alliance offers a veritable smorgasbord of educational opportunities for insurance practitioners at all levels and in numerous disciplines. Programs are presented nationwide and meet state continuing education requirements; arrangements can be made to hold a program in-house at an agency or company.
CIC. The Certified Insurance Counselor designation program consists of five Institutes: Agency Management, Commercial Casualty, Commercial Property, Personal Lines, and Life and Health. Each Institute is conducted over two and a half days, followed by an optional two-hour exam. The curriculum is tailored to meet regional needs. To become a CIC, an insurance practitioner must be a licensed agent, broker, or solicitor; or have at least two years of full-time experience in the field of insurance; or have served at least two years as a full-time faculty member at an accredited college or university. Of the almost 26,000 CICs throughout the country, 77% are agents and the remainder are company personnel. Some 93% of CICs have at least 10 years of insurance experience.
Garth Boreczky, CIC, and William Murray, CIC, owners of Ed Murray & Sons, Cheyenne, Wyoming, have been regular attendees at the Denver MEGA.
CISR. The Certified Insurance Service Representative program also consists of five courses: Insuring Personal Residential Property, Insuring Personal Auto Exposures, Insuring Commercial Property, Insuring Commercial Casualty Exposures, and Agency Operations. Courses may be taken either online or in a one-day classroom course with an optional one-hour exam. The CISR program is designed for any employee of an agency, insurance company, or insurance-related business, including customer service representatives, agents, and agency managers. Of the nearly 17,000 CISR designees nationwide, 89% are agency personnel and 77% have at least 10 years of insurance experience.
CRM. The Certified Risk Manager program presents a five-course curriculum that consists of Principles of Risk Management, Analysis of Risk, Control of Risk, Financing of Risk, and Practice of Risk Management. Each course is taught over two and a half days, followed by a two-and-a-half-hour optional exam. Like all National Alliance offerings, the CRM program emphasizes practice over theory. The program is targeted to individuals actively engaged in risk management or a related field, including accounting, finance, insurance, loss control, legal, and claims; individuals with two or more years' experience in risk management or a related field; and individuals who wish to develop risk management knowledge and skills. The CRM designation is recognized by the risk management community, specifically the Risk and Insurance Management Society and the Professional Risk and Insurance Management Association. Of the more than 670 CRM designees, 91% have 10 or more years of insurance experience and 77% also hold the CIC designation.
The Rubles. Many attendees at the Denver MEGA spoke enthusiastically about "The Rubles." Named in honor of the late James K. Ruble, co-founder of the Society of Certified Insurance Counselors, the Rubles are a series of advanced curricula for CICs and CRMs. Completion of a Ruble seminar satisfies the continuing education update requirement for these two classes of designation holders. Management Seminars are offered on these topics: Managing People, Agency Management Practices, and Marketing and Sales. Industry Seminars cover Contractors, Financial Institutions, Truckers, Insuring Health Care Entities, and Oil and Gas. Single Topic Seminars address Small Commercial Accounts, Large Commercial Accounts, Life & Benefits, and Personal Lines. Also available are MEGA Seminars like the one in Denver and Multiple Topic Seminars, plus Graduate Seminars.
The CISR Advanced Lecture Series consists of one-day programs that offer more comprehensive or advanced study of subjects covered in the five CISR courses, including revisions to policies or programs and state laws, regulatory agencies, or company activities.
Dynamics of Selling. Described as "intense, interactive selling skills training," this course is taught over two and a half days by experienced agents, brokers, and other insurance practitioners. Attendees learn how to: implement a three-step insurance-specific sales process, super qualify prospects, recognize and respond to a buyer's psychological patterns, conduct a diagnostic appointment and protection review, close the sale, handle objections, and use goal setting as a tool for action.
Philip Fierro, CIC, senior vice president/operations at VanGilder Insurance Corporation in Denver, serves as vice chair of The National Alliance, and teaches several seminars during the year.
Dynamics of Sales Management. Also offered over two and a half days, this is an insurance-specific sales team leadership training program designed to help participants create and manage a winning, motivated team. Attendees learn how to: help their sales team break old habits and learn new skills, get the most production from the sales team and increase market share, apply time-proven techniques to today's challenges, and gain a new and improved perspective of themselves as mentors, coaches, friends, leaders, and sales managers.
Dynamics of Service. This one-day CISR program helps attendees build skills in these areas: traits of successful CSRs, understanding basic customer needs, building rapport and influence with customers and insurance carriers, development of listening and communication skills, and refining service skills for retention opportunities.
School for Producer Development. This intensive three-week school for new insurance producers is designed to provide the knowledge and skills needed to become a successful producer. Using a combination of classroom instruction, case studies, and field trips, instructors address agency operations, insurance coverages, risk management, and sales skills.
The leftovers
The Denver MEGA truly was a banquet of professional insurance education, with palate-pleasing offerings to satisfy every appetite. The 300-plus attendees devoured every last bite and, on returning to their daily routines, brought more than enough "leftovers" in the form of new knowledge, skills, and understanding to share with colleagues. For anyone who's hungry for practical, hands-on professional development, the place to look is the irresistibly a la carte menu of the National Alliance for Insurance Education & Research. *
Here is a complete list of the topics covered at the Denver MEGA sponsored by the National Alliance for Insurance Education & Research:
* Commercial Crime Coverages
* Directors and Officers Liability
* Leased Properties Exposures
* Products Liability, Recall, and More
* Advanced Inland Marine
* Construction Defect Liability--A Risk Manager's Perspective
* Successful Retirement Planning--Qualified Pension and
Profit Sharing Plans
* Advanced Life and Disability Insurance Issues Relating to
Business Owners--Part I
* Contracts as a Risk Management Tool
* Employment-Related Practices
* Business Income Hands On
* Crisis Mitigation
* Innovations in Agency Automation
* Ten Most Misunderstood Areas of Property Insurance
* Advanced Internet Selling Techniques
* Product Recall Crisis Management
* Claims Mitigation
* Medicare, Medicare Supplements, and Long Term Care
* Workers Compensation Practical Alternatives
* Alternate Funding
* Annuities
* Vendor Management
* Agency Financial Analysis and Budgeting
* Navigating the Global Marketplace
For more information:
The National Alliance for Insurance Education & Research
Phone: (512) 345-7932
Web site: www.thenationalalliance.com