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Managing Director, Tech, Media & Communications
Aon, Chicago

Where There's Flanagan, There's Always a Way

If there's a creative way to find a new solution to a telecommunications problem, Michael S. Flanagan and his group will find it, clients said.

"He is creative and passionate about what he does," said one client. "I've seen him be especially effective in how to create a new way to handle the technology of midsize companies. He has really done a great job of building relationships across the tech spectrum among underwriters, brokers and risk managers."

One large client cited Flanagan's high energy. "There are a lot of things Michael is trying to push forward," noted this client. "He's hard to keep up with. He's got a lot of ideas. It's as though he always has a couple cups of coffee."

This year, in order to help technology, media and communications companies understand the identification, mitigation and quantification of risk on the Internet, Flanagan spearheaded his team's efforts to develop a risk profile using proprietary technology to survey and map risks along the spectrum of each business. The process includes understanding the scope of each risk and having the ability to classify convergence so that companies can understand the idea of risk-based pricing for exposure and contractual liability.

"Michael is very plugged in," observed one admiring client. "He can see strategically over the long haul. He knows enterprise risk management (ERM). He is clearly a leader in his field."

Managing Director
Aon, Boston

A Sense of Ownership

Rick Miller has left a big footprint in the telecommunications business.

"From a client perspective, he takes distinct ownership of a program," said one of Miller's big telecom clients. "He takes the time to dig deep so he can be a better advocate. Plus, he has tremendous contacts through all aspects of the industry--underwriting, clients and brokers--and he knows how these players interact. He's steeped in technical knowledge, but he's also a people person."

Another client added: "It's comforting to know that Rick helps us cut down on the fear of the unknown. He shakes the bushes better than anybody I know. On our latest renewal not only was it less expensive, but he got us enhanced coverage terms."

As the property broker for Telephone and Data Systems (TDS), a large national telecommunications company based in Chicago, Miller cut property premium by approximately 50 percent, while at the same time enhancing and simplifying coverage. More importantly, TDS has benefitted from a multiyear policy with guaranteed pricing, which has protected the company from any property market fluctuations.

As a person, they don't come any better than Miller, his clients said.

"My father passed away a couple of years ago, and Rick flew in for the funeral. I might never have known it except that I happened to see him standing at the back of the crowd," one client recalled.

Managing Director
Aon, New York

Bringing Together the Different Sides

Paul Kim is one of the last brokers who will tell their clients what he wants the customer to hear, whether it's good for them or not, clients said.

"Paul is quite knowledgeable in his field but he goes beyond that--he is a strategic account manager," said one client. "He is very much a team player. He is always encouraging people on all sides to work toward a better solution."

"He is not afraid to tell you where you might be going wrong," noted this client. "You feel like you're getting a whole person. He is very professional, but he can handle conversations on many subjects."

In the past year, Kim co-developed Aon FLEX--a new product dedicated to providing maximum protection to the insured company under a management liability program. Aon FLEX allows for an insured to procure excess coverage to drop down in case of the insolvency of any underlying insurer.

"Paul is totally engrossed in what he does," said one admiring client. "He's very thorough. He has great relationships with carriers. He's always ahead of the game. For us, he was able to facilitate our renewal with very positive results in pricing."

Personally, Kim is outgoing and very good at making presentations at all levels, including major conferences. In whatever the setting, Kim is easy to talk to. "He's very funny," noted one client.

Vice President
Marsh, New York

The Get-It Factor

"Very smart, meticulous, extremely conscientious and detail-oriented" are all words frequently applied to David Kong.

"He just gets it," summed up one client.

"David has great knowledge of product lines," said another client who has worked with Kong for five years. "He has a great rapport with underwriters. He has a great deal of consistency and stamina."

Added this client: "He stays focused and effective in spite of the changing environment in his field. ... There is no let-down in the quality of his service. He handles himself well in all situations, right up to senior managers of insurance companies."

Kong's energy and service helps one client prepare to go to her internal groups, which in her case means 20 or 30 contracts to gather information on. "He's just exceptional," this client said. "He's very calm and friendly. He's got an excellent all-around personality."

Added this client: "David has great rapport with the markets. He is regarded as a hard worker who always provides an in-depth assessment of a situation. He has great math ability. He really does his homework. Plus, he takes advantage of the resources at Marsh."

This client noted that recently Kong did a very thorough and extensive review of its exposures, and the result was a big advantage in preparing for negotiations regarding a large casualty program.

Vice President, Partner
Roach Howard Smith & Barton, Dallas

A Team Builder and Communicator

In short order, Douglas Jones has established a reputation as a superb team builder.

Within his first year with Roach Howard, Jones created a formal technology, life science and media (TLM) specialty practice. A signature program of the firm, the TLM practice group is RHSB's fastest-growing practice and utilizes an outsourced risk management model that yields exceptional results for clients.

Jones also led Roach Howard to membership in TechAssure, an international network of brokers focused on serving the unique needs of technology companies.

"Doug was extremely helpful and knowledgeable when it came to identifying and explaining threats related to cyberliability, network security and privacy issues. He provided solutions to mitigate our exposure and reduced our total cost of risk," said one client.

Jones gets high marks as a communicator too. "Doug's ability to communicate in a terminology that they can understand is outstanding," said one client. "He provides you with the ability to discuss issues with others who might not be so technologically knowledgeable."

Also, said this client, "If he says he'll do it, you can bank him doing it. He'll have all the answers. He's a very sure-footed guy."

"We decided to move our business to Doug after having been with another agent for many years," said another client. "We primarily made this decision after Doug pointed out several 'holes' in our coverage."

Industry Leader--Tech, Media, Telecom
Willis, Austin, Texas

The Pace Setter

Sara Benolken is known to reach far and wide to tap into resources for her clients.

"She's not afraid to bring people into the mix even if they don't work for Willis," said Bates Richmond, director of risk management at Dallas-based Texas Instruments.

"She's one of the few brokers I've seen who takes the time to truly understand the client's needs," added Richmond. "That happens all the time with Sara."

But she also doesn't waste a client's time. "If there's not a valid reason to talk to me, then we don't talk," observed Richmond. "Her team delivers in a short time because of her direction."

In the past year, Benolken has been successful in clearly defining Willis' expertise in the tech, media and telecom (TMT) industries by assembling client-specific teams of global specialists. As the TMT practice leader, Sara sets the pace and leads the charge to keep Willis' clients informed on measuring and valuing their unique risks, and keeping them prepared for what is on the horizon.

Christopher Palmer, risk manager of BMC Software Inc., said Benolken's passion for what she does makes her a standout in the brokerage business. "You can see she has an enthusiasm for her job. ... She garners enough respect that she can talk candidly to people and they will believe her."

It also helps that she has produced "amazing results" for BMC.

Managing Director
Beecher Carlson
New York

Managing Director, National Property Leader
Aon
New York