ACUITY’S 2016 FINANCIAL PERFORMANCE DELIGHTS · 2017. 2. 15. · ACUITY VS. INDUSTRY Acuity Industry* *Based on industry averages from Conning Research & Consulting, weighted by

AGENCY FOCUS page 4 • EMPLOYEE FOCUS page 10 • PERSONAL LINES page 16

Timely News and Information from Acuity

w w w . a c u i t y . c o m

FEBRUARY 2017

ACUITY’S 2016 FINANCIAL PERFORMANCE DELIGHTS

page 2

The numbers are in, and they tell a story of sweet success. In 2016, Acuity earned an incredible 92.9 combined ratio, capping off a

year that saw new records set for premiums written, surplus, assets, and more. Acuity’s performance is not a one-year phenomenon. For the past 17 years, we have surpassed the industry across key categories of financial measurement. “We are extremely proud of Acuity’s consistency,” says President and CEO Ben Salzmann. “Year in and year out, agents, policyholders, and employees know that they can count on Acuity.” “In an insurance marketplace where other carriers are making drastic corrections that leave agents scrambling, Acuity’s consistency provides valuable stability,” adds Wally Waldhart, Vice President - Sales and Communications. (See page 3.)

Success Scoreboard Highlights of Acuity’s 2016 financial results include:

• Combined Ratio. Our combined ratio has been under 100 for six consecutive years.

• Asset Growth. Acuity’s assets under management approached the $4 billion mark (GAAP).

• Surplus Growth. Policyholder surplus increased 12.4% over the prior year to finish 2016 at $1.733 billion, an all-time high (GAAP). Our leverage ratio finished the year at 0.82:1, marking the eighth straight year it has been under 1:1.

• Premium Growth. A 3.5% premium growth in 2016 means we added over $46 million to end the year at $1.38 billion. Over the past six years, we’ve increased premium by $600 million.

• Balanced Growth. In personal lines, Acuity achieved an incredible 20th consecutive year of premium increase. In commercial lines, we reached a record $1 billion in written premium. Our total companywide in-force policy count is nearing 300,000.

• Loss Ratio: Acuity’s loss ratio of just 52.2 helped drive our profitable performance.

Making the Grade Acuity’s performance continues to earn high marks from industry analysts. We maintained A+ ratings from both A.M. Best and Standard & Poor’s, and we have been named for 17 straight years to the Ward’s 50 list of top-performing property-casualty companies. In 2016, we again earned a Demotech STAR award, putting us among the top 1.1 percent of insurers nationwide and recognizing our performance that benefits all our stakeholders. We also jumped four spots to become the 57th largest P&C insurer. “Acuity’s financial strength and stability is vital to everyone who depends on us, including our agents, employees, and policyholders,” says Wendy Schuler, Vice President - Finance. “We are incredibly thankful to everyone who contributed to our success and helped us achieve another record-setting year in 2016,” adds Salzmann. •

ACUIT Y CONTINUES

ProfitablePerformance in 2016

Count on Acuity

ACUITY VS. INDUSTRY

Acuity Industry*

*Based on industry averages from Conning Research & Consulting, weighted by Acuity’s mix of business.

Combined Ratio

17-Yr. Avg.2016

92.9

100.8

95.1

Surplus Growth

17-Yr. Avg.2016

12.4

0.8

13.8

5.4

Sales Growth

17-Yr. Avg.2016

3.5

3.3

10.5

4.5

F E B R U A R Y 2 0 1 7 P A G E 3

What does Acuity’s relentless focus on consistency mean to agents? • We’re here for you. Stock companies chase mergers and acquisitions, leaving you wondering who you will be doing business with tomorrow. Acuity is committed to being a mutual company—we can’t be acquired. • We invest in your success. There’s a reason Acuity has earned more ACORD awards than any other P&C carrier for our agent-focused technology. • We’re loyal to you. We use the online channel to send business to you, not compete against you. • We’re strong and stable. A+ from A.M. Best and S&P, and 17 years as a Ward’s 50 best-run insurer. • We don’t leave you hanging. While other companies reunderwrite your book of business to fix their problems, you can count on Acuity to maintain a consistent approach to business. •

Acuity’s Cyber Liability, Data Breach, and Identity Recovery premium passed the $1 million mark in 2016. Are you writing this valuable coverage?

ProfitablePerformance in 2016

Count on Acuity

Did You Know?

PercentPercent103.0

Pictured on cover (left to right): Linda Meinen, Receptionist/Switchboard; Dave Bulgrin, Manager - Business Systems; Annie Dekker, Workers’ Compensation Claims Representative. Pictured above: Joel Katsma, Branding Specialist.

If you ask people in Vernal, Utah, where they have their insurance, chances are you’ll hear, “With Claudia.” Claudia Burraston is the owner of Eastern Utah Insurance, which

prides itself on knowing its customers on a first-name basis. “Our customers are not just a number or a voice on the other end of the phone,” says Claudia. “We take customer service seriously. Our doors are always open, and we work hard to build relationships with clients.” The agency’s commitment to personal service has led to incredibly high customer loyalty. “The first client we wrote is still on the books, and their kids and grandkids are with us today too,” Claudia says.

Growing Strong Writer and cartoonist Allen Saunders once said, “Life is what happens to us while we are making other plans.” That phrase could be the defining motto in Claudia’s life. Her husband, Jay, founded the agency in 1973. Claudia was working as a part-time CSR for the agency while raising their two sons, Jason and Greg, when Jay was suddenly killed in an auto accident in 1982. Rather than sell the business, Claudia became a licensed agent and dove wholeheartedly into its operations. Jason and Greg eventually joined the agency as well, and today Jason has primary management responsibilities for the business. Eastern Utah has grown to write more than $8 million in premium—a significant accomplishment considering the agency is based in a town of just 10,000 people. Jason also was instrumental in expanding the agency’s commercial lines business. “We have a lot of businesses in this town that are connected to the oil industry. It’s a highly technical field where you need a good agent working on those accounts, and Jason is the best there is in the business,” says Claudia.

In commercial lines, the agency has built a strong book of trucking business with Acuity. In personal lines, Eastern Utah prides itself on being package-oriented. Their efforts in this area are reflected in a book of business that is almost perfectly split between auto and homeowner products with retention levels in the mid-90s.

Looking Ahead The agency’s production staff includes agents Josh Harbison and Danielle Cipriano. All the staff members at Eastern Utah are known for their insurance acumen. “We have a very smart group of people here,” Claudia says. “They understand insurance and they know the community.” With over 40 years of history behind it, Eastern Utah has its sights set on continued growth in the years ahead. “We are always networking and we are working on some new advertising campaigns,” Claudia says. “We know how important it is to keep moving forward.” Most important to the agency’s continued growth is an unrelenting focus on hard work and customer service that has been the foundation of its success. “Some companies say to customers, ‘Do it all yourselves’ and push them to self-service tools, but we continue to believe in helping our customers with all the questions that come up around their insurance,” says Claudia. “That’s the best way to build the close, personal relationships that make a difference.” •

AGENCYO F T H EMONTH

CUSTOMERSEASTERN UTAH INSURANCE KNOWS ITS D I S A S T E R P L A N N I N G P R O V I D E S

Left to right: Josh Harbison, Claudia Burraston, Danielle Cipriano, Jason Burraston

CUSTOMERSEASTERN UTAH INSURANCE KNOWS ITS

Auity’s customers and agents depend on us to be there when disaster strikes. If a catastrophe impacts our headquarters, it’s imperative that we restore

operations as quickly as possible so we can fulfill our promise of protection. Our disaster recovery planning has evolved over the years with advances in technology and increased investment on our part. Back in the early 1990s, we transferred nightly mainframe data backup tapes to our off-site location. In the event of a disaster or to perform testing, we had to ship these tapes to a recovery provider on the west coast. While effective, the process required a lot of time, and recovery could have taken several days to complete. In 2004, we acquired our own disaster recovery center in Saukville, allowing us to locate staff there in the event our headquarters data center was unavailable. Having this site also allowed us to begin acquiring network and server equipment to recover non-mainframe systems from tape backup. In 2009, we switched our mainframe recovery provider to a Chicago-based firm to shorten the recovery window. In 2013, we built a new data center at the Saukville site and invested heavily in equipping it with all necessary servers and infrastructure to handle the same workload that we have in the Sheboygan data center. In 2015, we invested in a redundant mainframe, eliminating our dependence on a third-party provider and allowing us to test our recovery process on our schedule.

Saukville currently has seating for approximately 400 employees. The site also serves as a “hot” recovery site, meaning if headquarters data center operations are interrupted, incoming phone and Internet traffic calls will automatically route there. In addition, IT, Business Systems, and key personnel from all departments have been working together since the inception of our recovery plan to implement department-level recovery strategies. On a regular basis, Acuity tests our partial and total disaster recovery capabilities in a live, full-scale exercise. To fully simulate an emergency, participants in the test do not know of the exact date or scenario being tested. Exercises performed not only test the actual recovery of our systems, but also bring awareness to staff that they play a crucial role in the recovery effort. At the same time, many efforts have been put in place to harden our data center in Sheboygan, reducing the risk of loss of access. This includes redundant A/C units in the data center, redundant power supplies and generators, separate power feeds to the campus, and redundant pathways for phone and Internet service. We put a lot of time, money, and effort into our disaster recovery facility and plan. We hope we never have to use the plan, but having it provides peace of mind and is essential to fulfilling our mission as an insurance company. We owe it to our staff, agents, and customers to restore operations as quickly as possible if disaster strikes. •

BY DAVE MACCO, GENERAL MANAGER -

INFORMATION SYSTEMS

F E B R U A R Y 2 0 1 7 P A G E 5

PEACE OF MINDD I S A S T E R P L A N N I N G P R O V I D E S

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Also visiting the Leaning Tower of Pisa recently was Donald Ekern, Programmer Analyst at Acuity.

WHEREIN THE WORLD IS

ACUITY?ACUITY?

WINNIE

WINNIE

Acuity Editor Missy Hammer (center), her fiancé, Burt, and her sister, Krista, took a Mediterranean cruise and stopped to see the Leaning Tower of Pisa.

Would you like to win $100? Email a picture of you or your family with Acuity logo gear featuring 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 7 P A G E 7

Chris Fantaski, Account Manager at Horst Insurance, made a stop at the Miami-Dade Zoological Park and Gardens to feed the giraffes. Luckily they ate only lettuce and not Acuity handerwear!

Western Agency’s Kari Sullivan brought along a copy of the Infocus on a trip to Disney World in Florida.

Senior Commercial Underwriter Tina Kahl wore her Acuity mittens to stay warm atop Mount Haleakala in Maui.

The Acuity Intensive Care and Intermediate Care

Unit (ICU/IMCU) at HSHS St. Nicholas Hospital

in Sheboygan is now available to patients

following a dedication ceremony on January 30. The

unit was made possible by a $1 million donation from

the Acuity Charitable Foundation.

“Acuity is a proud and longstanding supporter

of facilities, programs, and initiatives that provide

needed healthcare services in the community,” says

Ben Salzmann, President and CEO. “We are pleased

to help St. Nicholas Hospital expand its intensive and

intermediate care capabilities and advance the level of

care that patients of all ages can receive.”

“The Acuity ICU/IMCU is designed to better meet

the needs of our patients, their loved ones, and our

expert medical staff,” adds Andy Bagnall, President

and CEO at HSHS St. Nicholas Hospital. “It allows us to

better serve our patients today and in the future as we

strive to keep high-quality health care close to home

and accessible for all.”

The Acuity ICU/IMCU is part of a large renovation

project at the hospital that also includes a redesign

of the operating rooms. The new unit is able to serve

the critical care needs of patients as the severity

of illnesses becomes more acute and the patient

population ages. The redesign of operating rooms

provides a new high-tech environment with modern

efficiencies for surgeons to perform increasingly

complex procedures. •

DEDICATED AT HSHS ST. NICHOLAS HOSPITAL

AC U I T Y I N T E N S I V E A N D I N T E R M E D I AT E C A R E U N I T

F E B R U A R Y 2 0 1 7 P A G E 9

Ben Salzmann, Acuity President and CEO, speaks during the opening of the Acuity ICU/IMCU at HSHS St. Nicholas Hospital.

HSHS St. Nicholas Hospital and Acuity Insurance leaders celebrate the opening of the Acuity ICU/IMCU with an official ribbon-cutting (left to right): Mary Starmann-Harrison, President and CEO, Hospital Sisters Health System; Therese Pandl, President and CEO, Hospital Sisters Health System – Eastern Wisconsin Division; Sr. Maureen O’Connor, OSF, Provincial Superior of the Hospital Sisters of St. Francis; Ben Salzmann, President and CEO, Acuity Insurance; and Andy Bagnall, President and CEO, HSHS St. Nicholas Hospital.

SWIMMINGKE

NDRA

ROT

TIER

K E N D R A R O T T I E R K E E P S O N

When Kendra Rottier says she has been swimming for as long as she can remember, it’s not just hyperbole.

“I started swimming when I was four,” she says. “The joke in my family is that I started competing in swimming before I started school, and that’s not too far from the truth.” Kendra swam competitively year-round for the Green Bay Swim Club throughout her childhood. She attended Green Bay Southwest High, where she swam varsity for four years. “When I started swimming in high school, it was the first time I had a different coach. That was a great learning experience,” she says.

Setting Records After graduation, Kendra attended UW-Green Bay and joined the swim team with a singular goal in mind. “I wanted to become the best swimmer I could be,” she says. Unarguably, she achieved that goal. Kendra was conference champion in five events and set five school records, three of which still stand. “My coaches pushed me to the max. I dedicated a lot of time to the sport and pushed myself out of my comfort zone,” says Kendra. “Also, at the college level everybody is incredibly passionate about swimming. That passion and my teammates’ strong level of support really helped me elevate my performance.”

After graduating with a bachelor’s degree in mathematics and business, Kendra joined Acuity as a Commercial

Lines Underwriter. Recently, she created the Acuity Swim Club with colleague Crystal Kultgen, Commercial Lines Staff Underwriter. Kendra is also the assistant coach for the girls’ swim team at Sheboygan South High School.

“It’s been a great experience going back to work with a high school team,” says Kendra. “I love helping the girls realize their potential and seeing the passion they give to the sport. When they realize they’ve accomplished a challenging set, it gives them more overall confidence in themselves.”

Passion and Perseverance For Kendra, swimming is more than a good workout. “Swimming helps you relax and get into your own mind. You’re staring at a line at the bottom of the pool for lap after lap, and everything that was stressful during the day just drains away,” she says. Swimming has also taught Kendra lessons of perseverance that apply to other areas of life as well. “It’s tempting to quit when thing aren’t going well. Sometimes you’re fighting against your own mind that is telling you to stop,” she says. “You have to learn to overcome that, never give up, and just keep swimming.” •

Kendra Rottier

F E B R U A R Y 2 0 1 7 P A G E 1 1

The representatives at Acuity Insurance are a class act when it comes to customer service! Our daughter’s recent issue was taken care of in a very timely manner and coordinated exceptionally by Acuity Insurance. Her vehicle was taken care of very well by the body shop she took it to and relatively fast. I’ve been with Terry, who represents Acuity, since I got my driver’s license at 16. Very good service for many years.

John 1 review

Acuity partners with Trustpilot, an independent, Google-certified review platform that provides verified reviews from people who have service experience with us. See all our reviews at trustpilot.com/review/acuity.com. •

8.8/10

DESIGN AWARDAC U I T Y H E A D Q U A R T E R S E A R N S

Auity earned an Excellence in Concrete Design Award from the

Wisconsin Ready Mixed Concrete Association (WRMCA) in

connection with our headquarters expansion project.

The WRMCA is a statewide trade association consisting of ready-

mixed concrete producers and associate members throughout Wisconsin

and Michigan’s Upper Peninsula. Its design awards are a part of a

prestigious program showcasing best uses of ready-mixed concrete.

Award winners were determined by a distinguished panel of Wisconsin/

UP educators and construction professionals. The Concrete Design Award

Ceremony took place on Thursday, January 12, at the Kalahari Resort in

Wisconsin Dells. •

Acuity’s Mike Schlagenhaufer, Manufacturing Specialist, receives Acuity’s Excellence in Concrete Design Award from the Wisconsin Ready Mixed Concrete Association.

c

cMercantile Somebody becoming ill in your client’s restaurant or a customer falling down in their store can be a troubling experience. In fact, having any type of claim can cause stress on an insured and their business. Keeping insureds and agents informed during the claims process is just one way Acuity turns a negative experience into a more positive one. By allowing our agents to have access to the Acuity claims system, they’re able to stay current on claims and provide a better claims experience. Agents are able to review claims at any time by logging on to the Acuity website. By clicking the View a Claim link, they are quickly able to view up-to-date information. The claim summary screen is a source for other loss details and the adjuster’s contact information. Rebuilding shattered lives is the goal of the Acuity claims department. Working together with agents and keeping them informed is imperative to achieving that goal.

Manufacturing Doesn’t it seem like Manufacturing Day keeps getting bigger and better with each passing year? At Acuity, we sure think so. We hope you had a chance to check out our Facebook page at facebook.com/acuitymanufacturing/, where we keep you up to date on industry news and what we’re up to. We’ve shared some pretty cool info on the page, like how the Reshoring Initiative estimated that 265,000 jobs have come back to the U.S. since 2010! Moreover, we provided some helpful blog posts that you can share with your manufacturing clients, such as tips for strategic planning. Our manufacturing team has toured facilities of several local manufacturers, where we have gained insight into day-to-day manufacturing operations. In addition, we wrapped our company sign with a thank-you to manufacturers. Manufacturing Day has resulted in an improved public perception of manufacturing. We think the public’s views of the industry will continue to improve with each passing Manufacturing Day!

Construction Safety is something contractors commonly think of when on the job. But some people don’t realize how easily they could be injured away from the job, which could affect their ability to work and have income. Employers can publicize home safety tips and encourage employees to take safety glasses and earplugs

home to use there. When working on home projects, personal protective equipment, like safety glasses and proper footwear, is just as important as using the right tools for the task. If you’re the one clearing after accumulated snow, wear boot grippers to reduce your risk of slipping. Injury likelihood can be reduced by wearing your seatbelt at all times, finding a designated driver, and installing and testing smoke and carbon monoxide detectors in your home. To find more ways to stay safe on and off the job, check out our safety materials at their new location on acuity.com under Resources & Tools.

Trucking As Acuity’s Heavy Equipment Damage Appraiser, Dave Haney (pictured below) makes it his business to know his way around trucks. After graduating from Mid-State Technical College in Wisconsin Rapids, where he studied collision repair and estimating, Haney was hired by Mid-State Truck Service in Marshfield, Wisconsin. He started as a technician working on heavy equipment collision repairs. Over the years, he migrated from the shop to the front office, where he worked with estimates and insurance claims. Eventually, Haney left to work as an equipment claims adjuster for another insurer before joining Acuity. “When a loss happens, it’s important to get a truck back on the road quickly while also making sure quality repairs are done at a reasonable price,” Haney says. “That’s the goal I have with every claim I handle.” •

MARKET FOCUSDESIGN AWARD

F E B R U A R Y 2 0 1 7 P A G E 1 3

The latest Acuity U video chronicles a remarkable road to recovery and how Acuity helps rebuild shattered lives.

F E B R U A R Y 2 0 1 7 P A G E 1 5

There are 18 online one-credit courses

in the Acuity U collection.

CHECK THEM OUT TODAY!

W W W . A C U I T Y U . C O M ACUITY

CE VIDEO

FOLLOW OUR INDUSTRY PIONEERS

COMING FALL 2014

Combining personal auto, home, boat,

umbrella, and other lines into a personal

package provides customers the best

insurance program at the best price. Packaging

personal lines business is one of the most

effective things agents can do to increase

success in writing accounts and to improve

customer retention. In fact, over 75 percent of

Acuity homeowner policies are written as part of

a package.

Pricing

Acuity’s personal auto rates are approximately

11 percent less when packaged with

homeowners. Likewise, homeowners rates are

up to 20 percent less.

Hit Ratio and Retention

Package hit ratios are several points

higher than monoline auto. An even bigger

difference is seen when it comes to

customer retention. For

new policies, renewal

retention rates are

90 percent with

package accounts,

compared to just

70 percent on

monoline auto.

A package policy

is more than three

times as likely as a

monoline account

to be with Acuity

in five years.

Additionally, the

average longevity of

a package customer with Acuity is seven years,

compared to just three years for monoline auto.

Package policies have a better loss ratio and

pay higher commission. The Road and Residence

package automatically includes coverages

such as dwelling guaranteed replacement cost,

personal property replacement cost, and one

common deductible in the event of a loss.

Monoline policies do not.

It’s never too late to convert a

monoline account. When a monoline

auto policy is converted to a package,

the package has a 60 percent

chance of remaining active for

three years compared to a 32

percent chance if it had remained a

monoline policy.

It simply makes sense to sell

personal lines packages! •

PACKAGINGT H E P O W E R O F P E R S O N A L L I N E S

AREA

INSIG

HT

BY DAVID DOLFIN, ACTUARIAL ANALYST

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Our January flagpole was hidden in the Seussical photo on page 7. The three winners of $100 chosen from among those who found the icon are:

Sue DeRuyter Ansay & Associates Port Washington, WI Carol Reid Associated Financial Group Waite Park, MN Amanda Lutz Integrity Midwest/Hedges Insurance Lawrence, KS

Find the Flagpole

To enter this month’s contest, find the hidden elsewhere in this issue, then send an email with its location to [email protected] by March 1, 2017. This contest is open to agency staff only. •

Searching for a Job?

Acuity provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual

orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, national or ethnic origin, marital status,

and all other protected categories in accordance with applicable federal, state, and local laws.

For more information, contact Joan Ravanelli Miller, General Counsel and Vice President - Human Resources, at 800.242.7666, extension 1666.

•

T H E P O W E R O F P E R S O N A L L I N E S

F E B R U A R Y 2 0 1 7 P A G E 1 7

IMPO

SSIBL

E

Industry Insider

c

Ask Cathy What are the changes OSHA has made to its post-accident drug and alcohol testing standard? OSHA made a revision to the recordkeeping standard we’ve all been watching. They felt mandatory post-accident drug and alcohol testing by employers would inhibit employees from reporting injuries. Things that inhibit employees from reporting are seen as retaliation, which violates the whistleblower standards. OSHA wants to remove any deterrent from employees reporting their workplace injuries. OSHA amended the standard [29 CFR 1904.35(b)(1)(iv)] so employers must now remove any automatic or mandatory post-accident testing from their policies. The standard now states that an employer “must not discharge or in any manner discriminate against any employee for reporting a work-related injury or illness.” Many employers and business organizations fought this in court. The U.S. District Court of the Northern District of Texas Dallas Division, which presided over the case, decided in favor of OSHA. The standard took effect as of December 1, 2016. It should be noted that this change does not affect pre-employment, random, return-to-duty, or reasonable suspicion drug testing. In addition, DOT post-accident drug testing requirements and state workers’ compensation laws still stand and are unaffected by the OSHA standard.

What does this mean to our customers? • If businesses have written drug and alcohol programs that mandate post-accident drug and/or alcohol testing, consider changing the language to indicate that post-accident testing will be conducted if there is a reasonable suspicion that the injury could be related to drug or alcohol use.

• If the policy states injuries should be reported immediately, it should be reworded to as soon as possible. If disciplinary action is taken when injuries are not reported, the policy should be reworded and the disciplinary procedures removed.

OSHA’s interpretation of the revised recordkeeping rule is to limit post-accident testing to situations in which employee drug use is likely to have contributed to the incident, and for which the drug test can accurately identify impairment caused by drug use. The test results now have to show that there is a determination of impairment that could have affected the employee’s performance. Per OSHA, it would not be appropriate to conduct post-accident testing on employees who report an injury such as a bee sting or a repetitive motion type injury. It has to be determined by the employer that drug use could have been a contributing factor to the injury before sending them for testing.

Cathy Bacher is Loss Control Specialist at Acuity’s headquarters. Contact her at [email protected].•

This article is provided for informational purposes only, is general in nature, and is not intended to and should not be relied upon or construed as technical, legal, or other professional advice. If legal or other expert assistance is required, the ser-vices of a competent professional should be sought. The information presented in this article is based on the most current information available at the time of publication.

ASK THE SPECIALIST

Source: www.ehstoday.com, “Are You Ready for Recordkeeping? Last Hurdle to Implementation Removed,” by Sandy Smith, December 1, 2016

INSURABLES Recently spotted by one of our agents was this cable

crew taking a somewhat unconventional approach to a service call. We’re thankful they weren’t working on

live wires! Do you have an “Impossible Insurable” to share? Send your pictures to [email protected]. Pictures must be original photos taken by an employee or agent, can not be of a prospect, insured, or claimant, and the subject of the photo must be in a public location. If we publish your photo, we’ll send you $100. •

HOTWIRED!

IMPO

SSIBL

E Q. Completing the paperwork to maintain a

good student discount is time consuming. Can Acuity help?

A. Yes, we can! Acuity is now sending the required documents directly to policyholders prior to renewal.

Q. Is the good student discount process changing with new business?

A. No. A completed good student application or grade report is still required for new business and new drivers.

Q. How is Acuity’s good student discount unique?

A. Acuity continues to offer a discount more generous than the competition. Also, graduates with an associate’s or

bachelor’s degree qualify for a discount without the grade requirement until “adult” rates apply. •

Q&ACUITY

Industry Insider

F E B R U A R Y 2 0 1 7 P A G E 1 9

Do your trucking customers know how to check conditions before they hit the road?

Over 15,000 people read about how to use the DOT’s traffic and road closure resource. To learn more, visit

facebook.com/acuitytrucking. •

WORD OFMOUTH

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No matter what is happening at the Choice Insurance Agency, Jolene Morrissette is likely to be playing a role in making it happen.

“Jolene is the heart of the agency—she handles everything to make us function,” says Tim Leonard, owner of the Minnetonka, Minnesota-based agency. “Her title is Office Manager, but you would think she owns the agency

with the time and care she puts in every day. She is usually in the

office even after I leave, making sure everything is done right.” Jolene has been with the agency for nine years. In addition to managing agency operations, she helps

service Tim’s book of personal lines business.

She says delivering outstanding service means

understanding customers’ lives involve more than just insurance. “Customers call with billing, claims, and coverage questions, but oftentimes they have larger concerns on their mind,” she says. “They have life frustrations, are down on their luck with money, or just need someone to talk to. You always want to be kind and understanding.” Jolene, who holds the CISR designation, says all the staff at Choice Insurance share a passion for service excellence. “Everyone understands the importance of fast, accurate service, whether it’s answering the phone quickly or finding the answer to a customer’s question,” she says. Congratulations to Jolene Morrissette, an Outstanding Service Professional! •

LEADS TO OUTSTANDING SERVICE F O R J O L E N E M O R R I S S E T T E , L I S T E N I N G