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Area Executive Vice President
Arthur J. Gallagher, San Francisco

Never a Disappointment

Joan Dove specializes in providing insurance and risk management services to YMCAs and nonprofits across the United States. In most cases she fills the role of risk manager for her nonprofit client base. It's a good thing then that Dove's expertise in liability and operational issues affecting YMCAs, youth organizations and nonprofits enable her to give these clients meaningful and practical guidance.

According to one client, a risk manager at a large YMCA in the Southwest, Dove "shows that insurance and risk management can be interesting, creative and productive." The client said Dove is always thinking "outside the box" on new ways to help her YMCA customers maintain a safe, productive business.

Dove, area executive vice president for Arthur J. Gallagher Risk Management Services, often partners with a local sub-broker on YMCA accounts, which enables a YMCA to maximize local relationships while obtaining the specialized expertise they need for risk management-- a win-win situation for everyone.

In 2010, to bring a new risk manager up to speed, she arranged a three-day "risk management intensive" that brought in resources from the carriers, claims team, co-broker and outside consultants.

During the event, she worked with the risk manager to conduct aquatics assessments, property protection site visits and to strengthen additional risk management functions.

Vice President
Alper Services LLC, Chicago

Clear on the Concept

Gregg Elstien has worked extensively with nonprofit clients to uphold the Alper Services philosophy of providing innovative insurance products and services at the lowest possible cost.

More specifically in 2010, Elstien was responsible for uncovering more than $130,000 in premium overcharges for nonprofit organizations--overcharges that in some cases went undetected for as long as 10 years. Of course, the result was substantial cost savings for Elstien's nonprofit clients, who were then able to redirect those savings into furthering their causes and supporting their missions.

According to clients, Elstien also was responsible for implementing unique claim management programs that reduced his clients' claim costs on average of 30 percent per year.

"This not only reduced costs, but also improved relationships with employees by allowing them get back to work and serve our own client base," one client said. For nonprofits, every penny makes a difference to their bottom line and survival, and any savings and resulting impact on the organizations are serious, and significant.

Overall, Elstien's clients said that the level of care and attention they receive goes beyond a standard client/corporate relationship, adding that they believe Elstien and Alper have a vested interest in what nonprofit clients do and the people they serve.

Elstien is able to provide an additional level of support that contributes to the success of nonprofits. He does that by utilizing relationships to help clients grow professionally and financially, and engage in networking opportunities to encourage new supporters/donors.

Vice President
Aon, Parsippany, N.J.

Claims Closure With Solid Results

Gary Eppinger knows firsthand about the devastating impact the economy has had on the budgets of his nonprofit clients. Given this challenge, the last thing he wants to see is money left on the table after a loss.

With that in mind, Eppinger used his extensive background in underwriting, coverage and claims benefits to help clients get optimal recovery on a claim. Clients said Eppinger works from the onset of a claim to closely assess all angles, including the potential for third-party culpability. "He pursues alternative coverage solutions as well as subrogation possibilities," said one client.

Last year, Eppinger was "instrumental" in helping clients optimize claim results, resolving complex claims issues that initially left clients short of the full recovery to which they were entitled. In other situations, he was able to leverage results of negotiated liability claims reductions, lowering indirect claims costs (as well as direct claims costs).

With one difficult employee dishonesty claim, Eppinger coordinated a negotiated settlement of more than $175,000. As is typical for nonprofits, the claim required an intimate understanding of employment issues. Claim coordination spanned a number of policies and carriers, and required constant advocacy.

In another example, a client reported that Eppinger's management of claim reviews yielded $180,000 in claims reductions over three years, allowing the Aon team to negotiate a reduction of $250,000 on the client's letter of credit and escrow fund.

Executive Director
Frank Crystal & Co. Inc., New York

Trusted Globally to Build a Brand

Scott Konrad had an interesting year in 2010, moving in August from a large national brokerage firm to join Frank Crystal & Co. in a newly-created role with the responsibility to build, brand, lead and grow a nationwide nonprofit practice.

Prior to that move, while still working with his former firm, Konrad had helped cement a new relationship with a rapidly growing global environmental conservation organization, one with a high-profile board and a surprisingly complex and intricate risk profile.

In the process, he spearheaded an initiative to thoroughly identify, evaluate, and resolve this client's risks--from maritime liability issues to overseas operations, from professional liability considerations to the threats of today's electronic age.

According to the client, Konrad and his team subsequently helped develop and implement best practices to assess and mitigate emergent risk, much of it associated with contractual commitments for unusual special events based on the client's specific business. Those special events included everything from celebrity appearances, to scuba diving, to swimming with sharks, to overseas expeditions.

When Konrad, an executive director with Frank Crystal, left his former employer for his new job at summer's end, the terms of his original employment agreement forced him to leave that client relationship, but finance and legal executives from the nonprofit said he provided excellent "guidance, creativity, and resourcefulness."

Managing Director
Arthur J. Gallagher, Itasca, Ill.

Broker Brings Everyone Together

To better serve one specific nonprofit sector--Roman Catholic dioceses--Peter Persuitti and Arthur J. Gallagher & Co. created a "Convocation" for serving the risk management, insurance, claims and benefit needs of dioceses across the nation.

Gallagher provides the funding for the calling together of the Gallagher team with diocesan chief financial officers, risk managers, human resources directors and other insurance-related leaders.

In 2010, the event, scheduled for the Opryland in Nashville, was threatened by the worst flooding in the city's history. Persuitti and the Gallagher team partnered with the firm's Nashville office, cranked up their technology and crisis management skills, found an alternative hotel, and orchestrated Convocation 2010. More than 240 people attended and feedback was extremely positive.

"I was concerned that the Convocation would not be able to be held due to the severe flooding that devastated portions of the city," said Bob Cox, treasurer of Diocese of Evansville Ind., and a 2010 Convocation attendee. "However, thanks to the hard work of everyone involved, the Convocation was a success."

The Convocation offers the opportunity to participate in sessions where decision makers are able to learn about timely topics that have a direct impact on day-to-day work, Cox said. He also said that the meeting provides the chance to gather with other CFOs or risk managers from around the country, share information and develop a support network.

Vice President
Wells Fargo Insurance Services, Redwood City, Calif.

Removing the Sting

As 2010 unfolded, many of Nicole White's clients were still feeling the sting of the great recession. As a result, many of those clients underwent wrenching structural changes, from wholesale acquisitions to jarring reorganizations.

At the same time, there were enterprisewide cost reduction/efficiency measures, and some of White's clients initiated and/or continued salary reductions, furloughs and suspended employer matches to 401(k) programs.

That's where White, vice president of Wells Fargo Insurance Services Inc., stepped in to help. For example, one client who changed carriers in 2009 faced a premium increase at renewal for 2010 in excess of 40 percent due to a sharp uptick in utilization, exacerbated by above-average COBRA participation.

In discussing the move to the new carrier, White recommended adjusting a planning calendar to delay the request for renewal by 30 days to allow as much data as possible to be factored into the renewal process. She also suggested using data from the prior carrier, and that brought the renewal premium increase down to less than 30 percent.

White also demonstrated her human resources infrastructure and/or vendor management expertise. For example, White recently provided a cost-benefit analysis of employee benefits automation for one of her clients that identified processes, mapped workflows, and improved electronic interface with carriers and benefits administration vendors. She also outlined an employee communications strategy to address a national, and increasingly mobile workforce.

Vice President-Benefits
Alper
Chicago

Senior Vice President
Wells Fargo
Houston

Senior Vice President
Gallagher
Itasca, Ill.