Education

Tuesday, April 29, 2008

E&O risk management overview and program development ^FF,^UM,^WP
8:30-11:30 a.m.
Instructor: Judith G. Durst, CPIW, CIC, CPCU, AU, ARe
Approved for 3 NH CE hours for producers, multi-line adjusters and public adjusters.

Sponsored by: Travelers

Can marketing and sales activities really pose errors and omissions threats? Judith Durst shows participants how certain phone, in-person and Web site interactions create E&O risks. Learn how to avoid 21st Century E&O claims with the latest in E&O loss control. This session outlines specific policies, procedures and practices gathered from E&O carriers, agency management consultants, state executives, education directors and agency owners/principals.

Top 10 misunderstood coverages
8:30-11:30 a.m.
Instructor: Steven D. Lyon, CPCU, CIC, CRM, AAI, ARM, CRIS, AIS
Approved for 3 NH CE hours for producers, multi-line adjusters and public adjusters.

Sponsored by: Acadia Insurance Co.

Even the most educated and experienced agent can miss one of the myriad exclusions and traps found in personal and commercial-lines policies. In this session, Steven Lyon and participants nail down common policy parts, procedures and far-reaching exclusions. You’ll learn how common policy exclusions yield uncommon and unexpected results and claim denials. Producers, customer service representatives, account executives, marketing staff and claims personnel will gain a new insight into everyday policies used—and may even reconsider what advice to give clients.

E&O client life cycle and coverage issues ^FF,^UM,^WP
2-5 p.m.
Instructor: Judith G. Durst, CPIW, CIC, CPCU, AU, ARe
Approved for 3 NH CE hours for producers, multi-line adjusters and public adjusters.

Sponsored by: The Hartford

E&O losses can occur anytime in the customer life cycle, but the number one claims generator is the placing of new business for new or existing customers. Renewing policies follows second—due to pure volume. Judith Durst examines these and other stages in the customer life cycle, showing participants how an agency, producer or CSR can prevent or reduce the potential for E&O claims.

Insurance to value: does anyone insure to value anymore?
2-5 p.m.
Instructor: Steven D. Lyon, CPCU, CIC, CRM, AAI, ARM, CRIS, AIS
Approved for 3 NH CE hours for producers, multi-line adjusters and public adjusters.
Sponsored by: Peerless Insurance

What’s the problem with advice we’ve been giving clients for 50 years? A recent study indicates that 47 percent of your clients are at least 27 percent underinsured. Steven Lyon takes an in-depth look at insuring for the worst-case scenario with personal and commercial clients.

Wednesday, April 30, 2008

Street-level ethics
8:30-11:30 a.m.
Instructor: Judith G. Durst, CPIW, CIC, CPCU, AU, ARe
Approved for 3 NH CE hours for multi-line adjusters, public adjusters and ethics credits.
Sponsored by: The Concord Insurance Cos.

What’s the difference between ethics and morals? And, why does confusing ethics with morals present problems? Instructor Judith Durst offers participants insight into ethical behavior and inherent conflicts in being ethical. You’ll learn the value of a code of ethics and how to spot ethical dilemmas in common insurance situations.

Generating revenue through service excellence
8:30-11:30 a.m.
Instructor: Debra Titus, Dale Carnegie Training
Sponsored by: Progressive Insurance

In our highly competitive industry, how do you earn customer loyalty? By consistently exceeding expectations. Does your agency exceed customer expectation in every interaction? Debra Titus takes a look at the continuum of customer satisfaction, helps participants determine how their agencies rate and identities opportunities to improve service standard. Obtain a check list for your own service excellence focus group. Find out what it takes for more clients to call you "my trusted professional insurance agent."

^FF,^UM-These courses have been approved for E&O loss prevention credit by Utica Mutual and Fireman's Fund. Call the PIA E&O Department for details.

^WP-Approved for E&O loss prevention credit by Westport (must attend both E&O sessions) Call the IIAB E&O Department for details.