Q. What is the biggest change you have seen in Florida's surplus lines industry?

A. During the course of my career, I have witnessed and been a part of many changes within Florida's surplus lines industry. However, the biggest change I have witnessed in the past 30 years was the creation of the Florida Surplus Lines Service Office by the 1997 Florida Legislature. The office redesigned and improved the method for collecting the surplus lines premium receipt tax and the way surplus lines business is reported by surplus lines agents. Our first and most obvious challenge was our push to be a completely paperless office and require that policy filings be made electronically. That type of technology did not exist at the state level.

In 1978, when I was first hired by the Department of Insurance (DOI), I walked into an office that contained wall-to-wall policy files. At that time, agents were required to mail a completed copy of every policy written with eligible surplus lines insurers to the surplus lines section at DOI along with a worksheet and affidavit. There were two employees (me and another staff member), who were responsible for reviewing all of these polices for compliance with the surplus lines law — a very tedious process. It wasn't until 1991 that we transitioned from paper policy filings to a diskette DOS program. So when FSLSO opened its doors, the creation of an entire software program that would allow agents to submit their policy information to us and have that policy information automatically reviewed with set compliance standards was a huge leap in technology within our industry.

Q. What is the biggest change that you have seen at FSLSO?

A. Like the industry, FSLSO has seen its share of change. For me and this office, I would say that some of the biggest changes are the increase in the number of staff, the number of additional compliance processes developed, and the advancements we have made with technology.

We opened FSLSO's doors in October 1998 with just six staff members and could only collect policy information from Florida resident surplus lines agents. FSLSO now has a staff of 21, and we have moved our agents from filing policy information via diskettes to the completion of filings through web-based processes.

As our office advanced in its scope, we pushed to further develop our technologies and went on to create core compliance programs geared to strengthening the credibility of Florida's surplus lines market. The Compliance Review and Variance Analysis Programs have been beneficial in identifying and collecting unreported tax, fees and assessments. Additionally, because of our relationship with the surplus lines agent community and the overall industry — coupled with our abilities to efficiently collect the surplus lines premium receipts tax — we were given the responsibility to collect surplus lines-related assessments for Citizens Property Insurance Corp., the Florida Department of Community Affairs, and the State Board of Administration.

Q. What has been your greatest career achievement?

A. My greatest achievement was accepting my position at FSLSO and being one of the individuals who helped get our organization up and running. As an employee with the Department of Insurance, I was viewed by the surplus lines industry as a regulator. However, at FSLSO I have had the opportunity to be a counselor and an advisor. I feel that I have made a difference in the lives of many of our agents, and anytime you can help someone, it gives you a sense of achievement. I have made many friends within our industry, and I will miss that daily contact I have had with them.

Q. What is the one piece of advice you would give new agents?

A. For the new surplus lines agent, I would say don't hesitate to seek assistance from the FSLSO staff. They are there to help you comply with Florida's surplus lines law. The staff is extremely knowledgeable and always willing to assist.

Q. What's next for you?

A. My plans are to travel and spend quality time with my nine grandchildren. I would like to return to college to pursue a degree in business, and overall to just enjoy life.