October 15, 2026

"Protecting Your Community: Proactive Insurance Strategies for Associations"

Key Notes

1.       Preparing for Renewals Year-Round- Joe Evans

•  Long-term planning and reserve studies: Take a long-term approach to property maintenance and insurance planning. A current reserve study can help identify upcoming capital needs, establish realistic funding plans, and give the association time to address major repairs before they become urgent or affect a future insurance renewal.
• Timing of repairs and capital improvements: When possible, complete important repairs and capital improvements well ahead of renewal. This gives the association time to document the work and gives the insurance carrier a clearer picture of the property's current condition.
•  Documentation and maintenance tracking: Keep organized records of inspections, maintenance, repairs, invoices, photos, and major upgrades. Good documentation helps demonstrate that the association is actively maintaining the property and addressing known concerns.
•  Can rates improve mid-year after repairs? If significant repairs or improvements are completed after renewal, it can still be worthwhile to provide the updated information to the agent or carrier. Depending on the carrier and circumstances, there may be an opportunity to revisit the account mid-term, or the improvements can help position the association more favorably at the next renewal.

For more information, contact Joe Evan with Cambridge Insurance at jevans@cambridgeinsurance.net or 859-252-0381.

2.       What underwriters are focusing on today- Jake Linkous

•  Updates are key for every association to look good to underwriters.
•    Roofs- best to have 15 years or newer
• Wiring- no aluminum wiring or Zinsco panels
• HVAC/Plumbing- More difficult to police, but inform the owners that they need to be properly maintaining these items.
• Preventative maintenance goes hand in hand with a reserve study. Use the reserve study and follow it closely to upkeep your association. This will yield better results for when we have discussions with our underwriters and pricing.
• Correct replacement cost is key to insuring the association to value. The governing documents tell us how to insure the association.
• Some are insured back to original specifications meaning we are insuring the inside and outside back to the original way the complex was built.
• Some docs tell us to insure for shell only meaning we are only insuring the outside, framing, electrical, and plumbing. The unit owners are responsible for the drywall in.

For more information, contact Jake Linkous with Robins Insurance at Jake.Linkous@marshmma.com or 615-665-3245.

3.       Claims & Legal Guidance- Neil Baine

•    Common claim issues and denials: Common issues for denials is lack of coverage, prior maintenance, and failure to mitigate any loss.

• 1.     Many Associations are trying to cut back on costs and that includes insurance.  An Association should remember they get what they pay for, and a cheaper policy may mean less coverage.
• 2.     An insurance coverage may also be denied if the insurance company finds that the Association was not conducting routine maintenance. 
• 3.     Also, if a covered loss occurs the Association has a duty to mitigate the loss in the time period between the loss and the insurance company's final adjusting of the claim.
• For third party claims: an Association is encouraged to avoid self-help and to seek industry expert advice before making decisions to avoid denial of D&O coverage.
• Best practices after losses: After a loss the Association should work with their property manager. In case of any major claims reaching out to Counsel or seeking professional assistance to assist is recommended. The Association should seek to avoid signing contracts with vendors immediately after a loss on a hurry up basis as such contracts may be one sided as there are vendors who attempt to take advantage of entities after a loss. You always have time to get a contract reviewed by your own legal counsel.

For more information, contact Neil Baine, attorney, with Rolfes Henry Co., LPA at nbaine@rolfeshenry.com or 502-371-4000.

4.       Insurance Shopping & Agent Etiquette- Deanna McDaniels

Best practices for obtaining multiple quotes:

• Work with an insurance professional who understands community associations and is committed to protecting them

• The objective should be finding the best combination of coverage, carrier stability,  claims service, and premium, not simply the lowest price.
• Provide every agent with consistent information & all information needed.

• Work with an insurance professional who understands community associations and is committed to protecting them

• The objective should be finding the best combination of coverage, carrier stability,  claims service, and premium, not simply the lowest price.
• Provide every agent with consistent information & all information needed.

Timing of shopping coverage:

•  Start early enough to give agents and carriers the opportunity to properly evaluate the association 90 days in advance of the renewal for the larger associations.

Loss runs and market conflicts:

• Understanding how insurance markets operate can prevent associations from unintentionally limiting their own options.

Market conflicts:

• Many independent agents work with the same insurance companies.

• When multiple agents are approaching the same carriers without coordination, it can work against the association.

Loss runs:

• Loss runs document the association's claims history, typically 3- 5 years.
• They provide carriers with information about claim dates, causes, payments, reserves, and open claims.  These are required by new carriers quoting a new risk.
• Agents are required to release the loss runs in a timely manner not delay them in order to prevent the association from getting bids from other agents.

What boards should expect from their agent:

• Honest communications of policy limitations including deductible exposure, particularly percentage deductibles.

• If agency provides agency generated proposals it is always within your discretion to request the actual proposals from the carriers to identify coverage differences, deductibles, exclusions, and limitations. Explanation of admitted versus non-admitted insurance carriers when relevant.

Agent Ethical Standards – Department of Insurance:

Insurance agents have professional and regulatory responsibilities that should guide our conduct when competing for business.

• Agents should present coverage, premiums, exclusions, and limitations accurately.
• An agent should never misrepresent a competitor's proposal or suggest coverage exists when it does not.

• An agent should sell based on the merits of his proposals for an association without having to tear down his competitors.

Board Fiduciary Responsibilities:

 Board members are entrusted with protecting the financial interests of the entire association, not simply minimizing annual expenses.

• Board members should exercise reasonable care and diligence when selecting insurance coverage.
• Their responsibility is to protect the association's assets and the collective interests of unit owners.
• Boards should understand how deductibles, exclusions, sublimits, and coverage gaps could affect owners financially.
• Review the association's governing documents to understand insurance obligations and responsibilities.
• Document insurance discussions, recommendations, and decisions in board meeting minutes.
• The lowest premium is not always the most responsible choice.
• Agents and board members recommending a lower premium with a wind/hail deductible should share with the unit owners that if an assessment is made due to this deductible and the unit-owners turn in a claim under their own loss assessment coverage that this will be a claim that will stay on their own personal policy for 5 years and will likely impact their rates.

For more information, contact Deanna McDaniel with McDaniel Insurance at deanna@mcdanielins.com or 502-909-0920

5.       Insurance Market Outlook- Jonathan Bowers

• Current market challenges: The market has softened, but carrier options remain relatively limited. Building condition, loss history, replacement costs, and deductibles all influence an association's insurance options. Boards should compare coverage terms alongside premium.
• Carrier availability: Carrier appetite varies by community. Proactive maintenance and accurate documentation help position an association for more favorable consideration.
• Weather and catastrophe impacts: Wind, hail, and other severe weather losses reinforce the importance of understanding roof coverage, deductibles, and policy limitations before a claim occurs. Many carriers are imposing per-building wind and hail deductibles, making it essential to educate unit owners about HO-6 loss assessment coverage.
• AI, drones, and technology: Insurers are using drones and aerial imagery to assess property conditions, including roofs. AI can help streamline information gathering and review, but accurate information and professional judgment remain essential.

Across all these topics, working with an agent who understands community association insurance is essential to helping boards evaluate their options, identify coverage gaps, and make informed decisions.

For more information, contact Jonathan Bowers with Bowers Insurance Services Agency at jonathan@bowersisa.com or 614-701-9848.

August 20, 2026 

From Conflict to Connection: HOA Leadership Communication Webinar

Key Notes

Panelists

Greg Smith-Director of Learning and Development at Associa.

Contact: greg.smith@associa.us

Roxanne Schuchardt-Community Association Manager at Kentucky Reality Corp.

Contact: rs@kentuckyrealty.net

Jared Smith- Supervising Association Manager at All Community Management, LLC.

Contact: jared@allpointsky.com

Billy Merrifield, Esq.-Managing Partner at Hebel, Hornung & Merrifield, PSC.

Contact: billy@hhmlawyers.com

Suzannah Parrish-Owner/Property Manager at Blue Arrow Property Management

Contact: sparrish@bluearrowpm.com

The Problem:

There are so many modes of communication today with management companies: text, email, community portal, etc.

Customers want faster, clearer communication and more frequent updates

More channels of communication don’t necessarily mean more clarity especially if there is differing information on the various communication platforms.

“The communication problems we're experiencing are not really about the communication, they're about people's expectations,” Greg Smith, Director of Learning and Development at Associa.

Solutions:

Shared Understanding of timeliness of response: Some questions require research and need a bit more time to solve. Be transparent with the customer about the time frame they can expect to hear back from you.

Consistency: Remember every time you interact with a customer is an opportunity to build rapport. Answering questions quickly but incompletely can lead to distrust.

The Importance of listening: Not only does this help diffuse situations, but asking questions about the customer’s concern helps you get the full story to get a more complete response. Take the time to try to understand the customer's prospective.

Shared Understanding of Next Steps: Let the customer know the process for their compliant or concern. Does it need to be voted on at a board meeting? Referred to your attorney? What does the timeframe for this process look like?

Lead with Empathy: Take the time to try to understand the customer's prospective. When emotions are running high, it typically stems from someone feeling disrespected or dismissed.

Check Your Emotions: Take a deep breath and try to keep your emotions in check when responding to an emotionally heightened customer. Try to assume that you just caught this customer on a bad day. Take time with your response and the tone that’s being conveyed.

Unified Front on Responses: Assign staff or board member to respond to the customer concern to ensure a unified response. Ensure staff and board members are on the same page with the response and delegate one person to communicate with the customer to avoid confusion. Keep in mind any texts, emails, etc. could possibly be used against you in litigation. So, consistency is key.

Get a Legal Opinion Up Front: Getting that legal opinion up front is very wise. That goes with even document amendments. Your attorney understands state statutes, they understand your association's governing documents, they understand best practices. So, use that as generously as you're able as a community association.

Follow up in-person conversations in writing: Recollection of a conversation could be different between two parties. So, if a conversation does occur, follow it up with written communication that provides clear direction and responsibilities.

Be concise: In written communication, such as a violation letter, outline the violation, detail the amount of time the customer has to fix the violation, appeal it, or ask for a hearing, etc. If there needs to be a larger conversation about a policy change in a newsletter, for example, bullet point the main points, and link the entire document to allow customers to read it in its entirety.

Explain the “why” in decision-making: People tend to be a bit more understanding if they can have a window into your decision making.

Sometimes a conversation is the best method: If you find yourself going back and forth via email with a customer, it may be best practice to just call the customer or visit them to explain in person. This little bit of effort can help clear misunderstandings.

Polls shared during webinar

Small Group Questions

1. What is one communication challenge you are currently experiencing in your community, and what could you do differently to improve it?
2. Think of a recent conflict or difficult conversation. What could have been communicated earlier or more clearly to help prevent the situation from escalating?
3. What is one communication practice or tool discussed today that you could take back and begin using with your board, residents, managers, or vendors?

Other Resources Referenced in the Webinar

CAI Online Education Course Catalog: 

https://cai.mycrowdwisdom.com/cw/catalog

CAI hosts monthly webinars:

https://www.caionline.org/webinars/

CAI Rights and Responsibilities for Better Communities:

https://www.caionline.org/advocacy/public-policies/rights-and-responsibilities-for-better-communities/

Free Course for CAI Community Association Living Course for homeowner leaders:

https://cai.mycrowdwisdom.com/cw/course-details?entryId=17992458

The SPEED of Trust: The One Thing That Changes Everything by Stephen M .R. Covey  

Stephen M. R. Covey shows how trust—and the speed at which it is established with clients, employees, and all stakeholders—is the single most critical component of a successful leader and organization.

https://www.amazon.com/SPEED-TRUST-Thing-Changes-Everything/dp/1416549005

April 16, 2026 Legislation Action Luncheon

Our April 16 legislative-focused luncheon had great insights from the national prospective from Phoebe Neseth, Vice President, Government Relations, Public Affairs & Legal CAI National, and local prospective from Rich Hornung, Hebel, Hornung & Merrifield, PSC, and Marty Bell, President of Pine Valley Estates HOA, Kentucky Legislative Action Committee Member. 

View Phoebe's Presentation: 

2026 - CAI Legislative Update for Kentucky (1).pptx  

Kentucky Legislative Action Committee Update:

KYEOSReport2026.docx

KLAC Dollar A Door Campaign:

Kentucky Dollar-a-door Campaign (1).pdf