June 24, 2019
9:00 AM - 10:00 AM | Registration Opens
Skills Workshop (CE)
Executive Claims Dialogue (by invite only)
10:00 AM - 11:00 AM
ACE Claims Dialogue Part 1 (by approval only)
Patricia Harman - PC360 GroupSkills Workshop (CE)
Executive Claims Dialogue (by invite only)
11:00 AM - 12:00 PM
ACE Claims Dialogue Part 2 (by approval only)
Patricia Harman - PC360 Group12:00 PM - 1:00 PM | Networking Lunch
Skills Workshop (CE)
Executive Claims Dialogue (by invite only)
Skills Workshop (CE)
Executive Claims Dialogue (by invite only)
2:00 PM - 3:00 PM
Diversity & Inclusion Workshop (by approval only)
Trudy Hardin - Aon3:00 PM - 3:30 PM | Afternoon Networking Break
3:30 PM - 4:30 PM | Opening Keynote : Leading with Confidence and Authenticity in Claims
Dave will join us at ACE Executive Leadership Forum and Expo to discuss his professional journey and how he has taken leadership risks with confidence, authenticity and effectiveness to help grow Sedgwick into the company it is today.
President & CEO
Sedgwick
4:30 PM - 7:30 PM | VIP Dinner at SPEEDVEGAS Racing Experience (Invite Only)
4:45 PM - 6:00 PM | Exhibit Hall Welcome Reception
June 25, 2019
7:45 AM - 8:45 AM | Registration & Breakfast in Exhibit Hall
8:45 AM - 9:00 AM | Opening Remarks
9:00 AM - 10:00 AM | Keynote: Inspiration, Improvisation and Insurance: Secrets to Creating a Successful Team
Improvisation is the art of creating scenes based on audience suggestions. Many of the tools that improvisers use onstage to be successful have offstage applications in the real world and, more specifically, in the business world. This program will introduce participants to the principles improvisers use to be effective communicators, collaborators, and co-creators with their audiences and each other. Whether it's with a customer, a colleague, a manager, or a direct report, these skills will help teams to navigate difficult conversations, be more agile and adaptive in the face of change, build empathy and rapport, and problem solve using an improviser mindset.
Takeaways:
- Using the concept of “Yes…and’” to explore and heighten new ideas and opportunities
- Strategies for agility and flexibility in changing environments and conversations
- How to create a trustworthy, inclusive, and collaborative environment
10:00 AM - 11:15 AM | Drivers of Change: What’s Shaping the Future of Claims? (CE Eligible)
- Understand how claims will change in each sector
- A review of the current and potential drivers of change
- Explore the assets and skill-sets new claims professionals will need
After this presentation, attendees will be invited to join the conversation via guided networking roundtables on driver of change in the claims industry. Please see the list below to select the roundtable you would like to join.
Speakers:
Curtis Eeten, Vice President Claims, Pekin Insurance
Cory Candelario, Executive Vice President Claims, The McGraw Group of Affiliated Companies
John Shaw, Sr. Vice President Claims Practice, Marsh Risk & Insurance Services
Luke Harris, AVP Innovation, USAA
David T. Vanalek, Esq. Claims Chief Operating Officer, Markel®
Moderator: Christine Barlow, CPCU, Managing Editor, FC&S
ACE Mega Sessions
ACE Mega Session
ACE Mega Session
ACE Mega Session
ACE Mega Session
11:15 AM - 11:45 AM | Morning Break in Exhibit Hall
11:45 AM - 12:20 PM | Technology & Innovation Spotlights
12:20 PM - 1:10 PM | Networking Lunch in Exhibit Hall
1:10 PM - 2:00 PM | Technology & Innovation Spotlights
2:00 PM - 2:45 PM | Strategies for Change Management in Insurance
In an industry undergoing as much disruption as claims, change management strategies are becoming increasingly more important. While corporate may decide to migrate to an automation system, that does not mean you will have buy in at the adjuster level. In order to facilitate change within an organization, each team needs to be equipped with the resources they may need and the support they will need when things go wrong. This session will demonstrate successful methodologies for change management so you can help facilitate change in any situation.
Takeaways
- Understanding the difference between change management at the individual, organization, or enterprise level
- An overview of various methodologies
- Case studies outlining successful change management programs
Solution Workshop
Solution Workshop
2:50 PM - 3:40 PM
W2 Best Practices for Claims Correspondence
Avi Greenfield - Quadient3:40 PM - 4:00 PM | Networking Break
Solution Workshop
Solution Workshop
5:00 PM - 6:30 PM | ACE Awards Presentation & Exhibit Hall Reception
June 26, 2019
8:15 AM - 9:00 AM | Registration & Breakfast
8:50 AM - 9:00 AM | Transformation Day Opening Remarks
9:00 AM - 9:20 AM | How to maximize the chances to successfully deliver on your Claims 2030 aspiration
Transformation is a high priority for insurance carriers however, nearly 70% of transformation initiatives are still failing.
As claims transformations get ready to deliver on a Claims 2030 vision, there are a few elements they will need to consider to maximize their chances of success. From building conviction and understanding around the aspiration to attracting and developing the right talent as well as setting up the right reinforcement mechanisms. This session will explore some of the critical factors successful organizations have implemented to drive change at scale.
9:20 AM - 10:20 AM | Innovation & Discovery Lab 1: Customer Experience
Takeaways:
- How digital transactions between insureds and insurers affect customer satisfaction
- Balancing claims efficiency and effectiveness with customer experience
- Utilizing automation and AI for customer interaction and dealing with the biggest customer pain points
Machua Millett, Chief Innovation Officer, FINPRO US, Marsh USA, Inc.
Jennifer Peck, Director, Claims Relationship Management, Aon
10:20 AM - 10:40 AM | Refreshment Break
10:40 AM - 11:40 AM | Innovation & Discovery Lab 2: Operations Workflow
Insurance companies that streamline their workflow can process claims more accurately and efficiently, leading to happier customers and possibly improving your bottom line. However, streamlining a workflow is always challenging. Plus with new technology that promises to automate mundane processing emerging everyday, it could be difficult to know where to begin. What strategies and tools are truly helping insurers streamline and automate processes? This session will use case studies and demonstrations to illustrate workflow process through the claims lifecycle.
Takeaways:
- Understanding the current state of claims automation: moving towards greater efficiency across the claims lifecycle
- Determining the human element: when will people step in during the claims process
- An overview of workflow tools and strategies available today
11:40 AM - 12:40 PM | Innovation & Discovery Lab 3: Roadmap Design & Getting Buy-In
Now that you have a strategy to improve customer experience and streamline your workflow processes, how do you move forward and put these strategies into action? All change brings significant operational and compliance hurdles that threaten to derail a vision. Understanding potential threats and the resources you will need to create organizational change will set your team up for success. This session will examine best practices to establish a culture of change and allow your organization to tap into new and disruptive approaches.
Takeaways:
- Explore innovation and execution: the processes needed to transform and deliver value to customers
- Getting Buy In: from the executives to the adjusters and everyone in between
- Understanding how to approach and question technology structures to determine what is appropriate for your organization
Peggy Killeen, Chief Claims Officer, Senior Vice President, Hudson Insurance Group