The WI President’s Advisory Council for SECURA Insurance met Nov. 3 via Zoom
Agent Representatives
Mike Ansay, Ansay & Associates, LLC; Doug Dittmann, The Neckerman Agency; Mike Harrison, R&R Insurance Services, Inc.; Steve Albinger, Couri Insurance Agency; Eric DeBruin, Family Insurance Center, LLC; Jeff Ascher, Coverra Insurance Services, Inc.; Darrel Zaleski, Spectrum Insurance Group; Jason Braatz, The Brehmer Agency Inc
SECURA Representatives
Dave Gross, President & CEO; Larry Wright, Vice President and Chief Claims Officer; Marty Arnold, SVP and Chief Underwriting Officer; Tim Heyroth, Vice President and Chief Sales Officer; Garth Wicinsky, SVP & Chief Administrative Officer; Amy DeHart Vice President and Chief Actuarial Officer, Shane Roh, Regional Vice President-Sales
We kicked off our meeting with showing the updated brand video:
https://www.youtube.com/watch?v=qMeS5GfOyoE&feature=emb_logo
Watch the video below for an overview and SECURA updates.
Click the links below to navigate to the comment/response section for each topic.
Personal Lines | Farm-Ag Lines | Specialty Lines | Commercial Lines | Risk Management | Claims | Miscellaneous
Personal Lines
(Agent comments with SECURA responses)
1. Comment: We would like you to incorporate reporting upfront/earlier. Your process is more cumbersome compared to other carriers.
Response: We begin work on automating the MVR data early in 2021.
2. Comment: MVR– prefill or flood info?
Response: While the design work is not finalized, this will ideally compare the information completed by the user to that in the MVR. An alert and re-rate will trigger in the event of a data mismatch prior to the upload completing.
3. Comment: The MILE-STONE Gold coverages are very strong. What new features are coming soon?
Response: The Cosmetic Damage to Metal Roof Buyback Endorsement will be released in Wisconsin in July 2021. This is a highly ranked product enhancement not many carriers offer. It will not be built into Gold. Rather it is a separate endorsement priced based on Cov. A amount.
4. Comment: Communication other than email is good/preferred – be creative (Like by underwriting?)
Response: Personal Lines underwriting will accept this challenge! At times we all feel like we’re drowning in emails, especially during the pandemic. You will hear from your underwriter, or your Personal Lines Underwriting Supervisor, Matt Dufek, on a more frequent basis. Collaborating with our sales team, we’ve updated our key Wisconsin Agency Personal Lines contact information.
Farm-Ag Lines
(Agent comments with SECURA responses)
1. Comment: Underwriter relationships are key – we like consistency (new vs. renewal underwriters). Are you considering doing this? (we are sensitive to the number of touchpoints)
Response: We agree that consistency is important for agency relationships. We have been using renewal underwriters for a couple of years, but the territory underwriter still has ultimate accountability for the territory and agency relationships. Renewal underwriters have a certain amount of authority and anything above that authority goes to the territory underwriter for final review. The renewal underwriters are encouraged to consult with the territory underwriter on any accounts on which they have questions. The goal is to free up the territory underwriter to focus on new business and further building relationships with our agent partners while ensuring that renewals get the attention they deserve.
2. Comment: We don’t like restrictions on E&O, Ag policy (other carriers with broader form)
Response: Ag has many different E&O type forms and we usually don’t get feedback relative to not being broad enough. Most of these are proprietary, which means that there can be differences between carriers. Please reach out to your underwriter, sales manager, or Brian Buechel, Director-Farm and Agribusiness Underwriting if there is an area that you feel we should consider to improve our form.
3. Comment: We like the capability to discuss, accounts, coverages, etc.
Response: Thank you for that! We certainly view the relationship as a partnership where discussions around a given account are valuable to both sides in understanding the risk.
4. Comment: Be cautious being first to market on what (was this on roofs?).
Response: We assume this is in reference to our Farm policy rewrite. There isn’t much in the rewrite that could be considered first to market. Much of what was done was consistent with what we are seeing competitors do in the market. If you have a specific concern, please contact your underwriter, sales manager, or a member of the Farm-Ag Management team and we would happy to discuss it with you!
5. Comment: We would like the ability to buy up on pollution – more flexibility.
Response: Our Modified Pollution Liability Endorsement (FPE0093) currently has limits available up to $500,000 with higher limits available on an exception basis ($750,000 and $1,000,000). Please contact your underwriter if you would like to discuss further.
6. Comment: Your Rec vehicle rates are too high.
Response: We have been hearing that for some time, and we actually addressed it in the upcoming changes with the new Farm policy. As is our practice, we are not striving to be the low cost provider, but we did make a downward adjustment in order to be more competitive.
Specialty Lines
(Agent comments with SECURA responses)
1. Comment: Underwriter relationships are key – we like consistency (new vs. renewal underwriters) Are you considering doing this? (we are sensitive to the number of touchpoints)
Response: We agree that underwriting relationships with our agents are essential at SECURA. We feel that our underwriter’s interactions with our agency force are what differentiate us in the market! In regards to new vs. renewal underwriters, we feel we need to balance having an efficient model for both you and us. Therefore, we do have renewal underwriters working on the smaller renewals under $25,000 in DWP, However, anything over that is handled by the territory underwriter as we realize these accounts probably require more personal touch. I will mention that if you have a question on ANY renewal, please contact your territory underwriter as we agree, we want to limit the touchpoints for you as much as possible. Thank you for your business!
Commercial Lines
(Agent comments with SECURA responses)
1. Comment: Underwriter relationships are key – we like consistency (new vs. renewal underwriters) Are you considering doing this? (we are sensitive to the number of touchpoints)
Response: We agree that underwriting relationships with our agents are essential at SECURA. We feel that our underwriter’s interactions with our agency force are what differentiate us in the market! In regards to new vs. renewal underwriters, we feel we need to balance having an efficient model for both you and us. Therefore, we do have renewal underwriters working on the smaller renewals under $10,000 in DWP, However, anything over that is handled by the territory underwriter as we realize these accounts probably require more personal touch. I will mention that if you have a question on ANY renewal, please contact your territory underwriter as we agree, we want to limit the touchpoints for you as much as possible. Thank you for your business!
2. Comment: What are the details (size, classes, payrolls, sales etc.) for BizLink?
Response: You can view classes available for quoting in BizLink here.
3. Comment: When will BizLink be expanded to retail classes?
Response: We are currently working on BizLink Release 3 which includes the addition of retail, office and service BOP classes to the existing Target Contractor classes. We are also working on some user experience enhancements based on direct feedback from our agency partners and also straight through processing for some Specialty Lines classes. In addition, the team will continue to address feedback concerns and suggestions and implement changes/updates accordingly.
4. Comment: What are your thoughts on a Service Center?
Response: We’ve approved the concept of a Commercial Lines Service Center, and we are in the early planning stages. We plan on rolling out in a crawl, walk, run method starting with about four staff members and a very small group of agencies. The addition of Specialty Lines in that model is under consideration.
Our main objective is to have flexible, thorough, knowledgeable staff members who can provide our policyholders with excellent customer service and maintain open communication with our agents. Our roll-out would start with commercial classes, account size $10,000 and under. We’re aiming to provide full service including endorsements, certificate of insurance, renewals, upselling/cross-selling and all other insured inquiries. We do not have an estimated live date established at this time, but we are working on resource allocation and project mobilization in early 2021.
Risk Management
(Agent comments with SECURA responses)
1. Comment: We feel there is a breakdown here (knowing who to contact at agency and the agency knowing who to contact).
Response: Thank you for that feedback. If you don’t know who your risk management consultant is, you can check with your sales manager, underwriter, or on our website, https://www.secura.net/my-policy/prevention-connection/risk-management/risk-management-wi-counties/ to locate them. When a RMC gets a survey request from underwriting the agent is always listed and that agent is always contacted prior to a visit occurring.
2. Comment: We suggest a service plan – then there is accountability. What is the threshold?
Response: To begin, the threshold for service is typically $100,000. When an insured of this size has its first RMC visit, a service discussion with our POC also takes place. Some topics include holding quarterly loss reviews, training needs, program reviews, safety committee attendance, etc. Some insureds welcome our visits, some chose to opt-out; others want some sort of modified plan. Thank you for your comment though, we will be taking this opportunity to review and update our procedures.
3. Comment: We would like more proactive services.
Response: Our Risk Management team offers a multitude of services for accounts of all sizes. Many can be found here, https://www.secura.net/my-policy/risk-management-resources/ or you can discuss with your sales manager or Risk Management Consultant. We also present an informational sheet to every insured we visit and that sheet is also attached to all recommendation letters. We can readily develop new items/training based on an insured’s needs, because many don’t always “fit the mold.”
4. Comment: We feel this is a weak link (hasn’t improved from last year). We don’t see the same number of touches as from other carriers. It isn’t horrible, but it could be better.
Response: Due to COVID, including 2019 numbers here, to date we’ve made over 1,800 visits in Wisconsin, over a 1/3 of those were service. Unlike other carriers, we don’t keep phone and email log numbers because we consider that support as a normal part of business. If we did include those touches, that number would increase significantly. Also, due to the importance we place on you and our insureds in Wisconsin, we will be adding to the staff in 2021, allowing us to increase our number of visits and service. If you have a particular insured you feel isn’t being properly serviced, please contact your sales manager, underwriter, your RMC, or me, Dom Mongarella, dm@secura.net , or 920-224-7449.
5. Comment: Jonathon Flack is the best of all carriers.
Response: Thank you for your comment! We feel the same way, as we do about our other four RMCs in the state!
Claims
(Agent comments with SECURA responses)
1. Comment: Great overall – no complaints.
Response: It is great to hear that you are not currently experiencing any claims issues.
2. Comment: We are frustrated with the subro process and HSB in particular.
Response: I will have our Subrogation Manager, Robert Gessler, reach out to you on this one to better understand the concerns and see what we can do different going forward to make this process better for you.
3. Comment: We would like a “sell” sheet.
Response: I will take this request back to my management team to discuss with Marketing. We will then reach out to you to better understand your vision for this and see what we can put together.
4. Comment: We would like more communication – it sometimes seems to be lost; however, it has improved.
Response: We are glad to hear that this is improving. If you continue to have these issues please reach out to me directly at 920-830-4467 or lwright@secura.net so we can identify the root cause and get it corrected for you.
5. Comment: We would like the insured to have online access to claims notes.
Response: We do offer online access to our Work Comp claims notes through our BizLink program for select customers. We typically restrict this option to only our larger insureds who either have an HR professional or a safety manager in charge of their workers compensation program. Due to the sensitivity of notes we want to make sure all privacy rights are observed and the notes are in the hands of the right people at our insureds.
We do not currently have the capability for our non-WC insureds to view our claims notes. Our Personal Lines policyholders have limited capability to view the claim description, the date of loss and any payments that were made via the mySECURA app.
6. Comment: WC – high regards. We would like to see telemedicine.
Response: Thank you for the compliment regarding our workers compensation claims team. We appreciate the compliment.
We began offering a telemedicine option when calling in a claim through Nurse Hotline on 7/1/2020. We have currently had about 74 successful transfers from Nurse Hotline to a telemedicine visit so far. Jessica Schmidt is available to discuss the program with agents or insureds.
Miscellaneous
(Agent comments with SECURA responses)
1. Comment: SECURA’s communication was maybe a bit too much (like others) early – trended in a better way.
Response: We appreciate this feedback, as we know you receive emails from all your carriers and we always work to find the right balance between making sure you get the information you need while not sending too many messages. We’re glad to hear it improved, and we’ll continue to monitor the amount of email communication we send.
2. Comment: Communication other than email is good/preferred – be creative (Like by underwriting?)
Response: We’ll continue to look for opportunities for your underwriter and sales manager to share key messages with you. We also incorporate communication to our agents via video, on AgentLink, and on our social media outlets.
3. Comment: We would like an insured app.
Response: In 2021, we’ll be working on a refresh of mySECURA, our policyholder website for Personal Lines policyholders. We are still finalizing the roadmap of functionality that will be updated or added as part of this project, and some of those items include researching options for a policyholder app, expanding the use to other lines of business, and improving the ease and user experience of the site.
4. Comment: Training is excellent. Your webinars/CE have been great during the pandemic. You are above average in this area.
Response: Thank you for the comment. I am so excited to hear that our webinars are well liked by our agents. We do plan on scheduling more webinars in 2021, so check AgentLink to see the line-up. If there is anything we can do to make our CE training even better, please reach out to Angela Kain, Manager of Agency Training, at akain@secura.net.