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BRENDA M. OLSON

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Founder, Chief Executive Officer and President

ORG Corp.

Bigfork, Mont.

Age: 46

Within one year of Brenda M. Olson's 2003 creation of ORG Corp., it became the leading firm in Montana in number of captives and captive premium volume. It remains in that top slot today. Directing and managing Montana's largest captive management firm, she is in charge of strategic risk consulting and alternative risk financing for clients in a variety of industries and oversees captive insurance licensing, formation and management. She's also chairwoman of the Montana Captive Insurance Assn. Inc., and the founder and manager of the Montana Reinsurance Exchange, a reinsurance pool for Montana captives.

What would you change: "Insurers and agents alike need to focus more on what their customers want and improve service quality in key areas. Customers don't like receiving quotes or declinations a few days before renewal. Insurers demand premiums up front while customers wait months to get policies, sometimes to find surprise exclusionary endorsements. Fronting costs are often seen as too high for the services being provided: More insurers need to partner with customers in this area. Claims service seems to be a low priority for many insurers, yet highly valued by insureds. Dissatisfaction with insurance company service is a frequent reason that our clients have turned to captive insurance: to get the service they want and need."