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Personality Assessment Testing


Certified Professional in Personal Lines (CPPL) Designation

Sales is everyone's job within the agency. Does your staff have the tools necessary to be successful at it?

To meet the challenges of combining great service with the next sales opportunity, your association has designed a DESIGNATION PROGRAM for Personal Lines Account Managers - the Certified Professional in Personal Lines (CPPL) Designation!

This program will provide the necessary tools for their success and even some distinguished bragging rights! Let your clients know that they are dealing with a PRO... a true Coverage Specialist!

We recommend that you have at least three years of personal lines experience before you take this designation because it's NOT an introductory program. The Certified Professional in Personal Lines (CPPL) Designation consists of five parts:

1. Personal Insurance Professional "PIP" [2 days]
14 CEUs*
2. Getting The Total Account [2 days] 8 CEUs*
3. Loss Control and Prevention [2 days]
14 CEUs*
4. The Whole Person - The Whole Employee [1 day]
5. Comprehensive Personal Lines Coverage [2 days]
14 CEUs*

Personal Lines Professional (PIP) / Getting the Total Account /
Loss Control and Prevention / Comprehensive Personal Lines Coverage
TUITION per Part: $255.00 / member
with pdf manual
$355.00 / non-member
with pdf manual
$265.00 / member
with hard copy manual
$365.00 / non-member
with hard copy manual
CLASS TIME: 8:30 a.m. - 4:30 p.m.

The Whole Person - The Whole Employee [1/2 day]
TUITION: $75.00 / member
with pdf manual
$175.00 / non-member
with pdf manual
  $85.00 / member
with hard copy manual
$185.00 / non-member
with hard copy manual
CLASS TIME: 9:00 a.m. - 2:00 p.m.

If you work for a Massachusetts employer and
are a member of MAIA, you can apply for Massachusetts Workforce Training Funds to pay for your CPPL Designation.
Learn more...NOW!

Exams: Exams will be administered during each class. In order to receive the designation, you must take and pass each corresponding exam.

*CE is NOT based on examination results.

Continuing Education Requirement: You will have to earn at least 6 hours of CEUs per year to maintain the CPPL designation. These 6 hours can come from various sources, but documentation of attendance must be supplied to us if it is not taken through MAIA.

Photo ID: You must present a photo ID to the registrar at each part of the program..

Cancellation Policy:
There will be a $105.00 penalty fee if we are not notified in advance of fourteen (14) business days of the scheduled program. Failure to cancel prior to the class will result in loss of full registration fee.

Registration Options

We've implemented a secure system for registration and now only accept credit cards for web registrations.


Personal Insurance Professional "PIP"

For those who want MORE …
MORE than JUST coverage …because an insurance professional MUST know more
MORE than merely listening ….role playing …putting yourself in the clients’ shoes …in your competitors’ shoes
MORE than just the policy …making sure we “know the lingo” – insurance terminology that any real
professional agent needs to know
MORE than just product knowledge …the art of effective listening …to increase sales and manage your client’s risk and exposure
MORE than just sitting there ….active case studies …can you handle it?
MORE than just attendance ….to obtain the certificate you’ll test your knowledge throughout the course ….
And so will we …

Instructor: Kathleen Silvia, CPCU, CPIW, CIC, LIA, The Fair Insurance Agency


Getting the Total Account

This two day presentation will outline and identify the key components necessary for the CSR / Account Manager / Producer to gain trust, loyalty and to establish the credibility that is critical in building / managing stronger client relationships. These attributes are most often times the decision makers in obtaining and retaining the entire account.  The wide array of material over the two days range from the basics of workstation organization and time management skills to defining / managing a client relationship management program through proactive customer service.
Day 1:
  • Organization of your workstation
  • Time management skills
  • Strategic Planning
Day 2:
  • Sales Versus Service
    • Defining a proactive versus reactive customer service
  • Importance of the Agency’s Mission/Vision
  • Defining, creating and obtaining agency apostles
  • Client Relationship Management Program defined

Instructor: Chris Sullivan, CIC

Read what people are saying about Getting the Total Account....
Thank you so much for the information. I just want you to know I really feel this was one the best classes I have ever taken! This class really makes you sit back and think about where you are going and how to get there!
Tammy M., Account Manager, Marshfield, MA
I have to say I REALLY enjoyed your class, and I have already set up my bins.  The consultant that was hired was more for phone etiquette with customers, and not about our workstation or time management. If I do not see you here I also hope that our paths cross again. Not only did I learn a lot from your class, I also admire all that you have achieved. Honestly I couldn't stop talking about the class yesterday.
Lynn C., PL Account Manager, Needham, MA

Finished for 2017 - Call Association Education at 1-800-742-6363 for future scheduling.

Loss Control and Prevention

Virtually every agency writes personal lines insurance for their customers. With approximately half of all E&O claims coming from personal lines, this two day session will have a strong blend of classroom style learning with an extensive workshop approach to help the participants examine and understand areas where their agency is doing well and where improvements can be made. Would look for the participants to get into workgroups and explore / discuss / consider possible E&O issues / claim possibilities with remedies to protect the agency against an E&O claim. 
Day 1:
  • Documentation, Risk Analysis
  • Account Rounding
  • Need for sign-off’s
  • Automation
  • Direct Bill / Agency Bill
  • Office communication (phone / e-mail / fax / voice-mail)
  • Customer interaction
  • Benefit of Staff Meetings & staff education
  • Analysis of 5 actual E&O claims
Day 2:
  • Review of the Day 1 material
  • Review of homeowners insurance and the various possible E&O issues
    • analysis of 5 actual E&O claims
  • Review of non-homeowners property, inland marine, wet marine, umbrella, ATV’s, Jet Skis, etc.
    • analysis of 5 actual E&O claims

By attending this program, Utica Policyholders may meet the educational requirements needed for a possible discount on their E&O policy! Please contact the Number One Insurance Agency for details at (800) 742-6363.

Instructor: Curtis Pearsall, CPCU, ARM, AIAF, AU, CPIA

Read what people are saying about Loss Control and Prevention....
I just want to thank you again for a great class...very informative and excellent information. I hope to have you as an instructor again some time. I really enjoyed the class.
Carole S., Account Manager, Needham Heights, MA

Finished for 2017 - Call Association Education at 1-800-742-6363 for future scheduling.

The Whole Person - The Whole Employee

This half-day program is a non CE based program and is designed to help any individual enhance their life experiences -- both at work and in your daily living. Three tools, self-hypnosis, NLP (Neuro-Linguistic Programming) and EFT (Emotional Freedom Techniques), are simple yet profound transformation tools that can help you work on the things about you that you know you need to change.  You will discover how to utilize these three techniques to first identify self-sabotaging behaviors and then reprogram your mind with more productive and life-changing processes.  I know what you are thinking ... this has nothing to do with insurance and you are right ... HOWEVER taking care of the person makes for a happier and better employee.  Techniques learned here will help you on the job, at home and at play!  It is for the WHOLE person!
Half-Day (9 am - 2 pm):
  • Overview of self-hypnosis, NLP and EFT:
    • What are they?
    • How do they work?
    • How does one perform each technique?
    • How will they help at work, life and play?
  • Utilization of self-hypnosis, NLP and EFT in Stress Management


Instructor: Kathryn McGlynn, CH


Comprehensive Personal Lines Coverage

In this two day session, we will dig deep into many personal lines coverage issues.
Day 1: In-depth look at certain HO issues, umbrella issues and ethics & you
  • Importance of identifying and discussing business activities
  • Do you really understand the definitions of "residence premises" and "insured location" and the coverage or lack of coverage implications  for your clients?
  • The condo policy and the master policy deductible ... a potential double whammy
  • Insuring antiques...properly  v. by accident
  • Recreational vehicles ...and vacations...should the two mix?
  • Insuring personal events, host liquor coverage and the HO policy
Day 2: In-depth look at certain personal auto issues...from cost...value..coverage standpoint
  • Proper business classification
  • Value or not of PIP deductible
  • Why high UM / UIM
  • Usefulness of understanding bailment
  • Regular use v. customary use...confusion could be costly
  • Tricks and traps of the MAP and auto rental
  • Physical damage coverage and auto equipment
  • Failure to furnish information and coverage denial
  • Personal umbrella coverage...not all policies are equal
    • Addressing worldwide coverage for auto and home
    • operator exclusion...or not

Instructor: Irene Morrill, CPCU, CIC, CRM, LIA, CPIW, CRIS, ARM, VP of Technical Affairs, MAIA

Finished for 2017 - Call Association Education at 1-800-742-6363 for future scheduling.

Registration Form
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Class Date:  
GL Number:  
Class Topic:
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Yes  No IF YES... Resident Producer
License #:
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  Mail to MAIA or Fax to (508) 634-2929......Thank you for your business!