May 4, 2021

10:00 AM - 10:30 AM | Platform Opens & Sponsor-Hosted Networking


10:30 AM - 11:00 AM | Opening Keynote: A Brief Analysis of How Claims Departments Are Fairing in an Increasingly Digitized World

In this brief overview, our industry expert will share views on how claims industry is using technology and what the adoption and implementation of technology have looked like.  In addition,  they will describe what pain points claims departments have gone through as well as what lessons have been learned as a result.


11:00 AM - 11:45 AM | Spotlight on the Future of Automated Claims

The pandemic has forced insurers to digitize and implement technology solutions faster than they normally would have.  The session discussion will look to illuminate key points to keep in mind as the industry continues to automate.  Among the topics of discussion will be:

  • Touchless claims
  • AI, chatbots and keeping it personal with policyholders
  • Throw out the paper checks - payment options

Speakers:

  • Kim Leggette, SVP, Chief Claims Officer - Kemper
  • Shawn Ricks,  Vice President, Claims - Shelter Insurance
  • Christine Pfeiffer, Vice President of Operations - Next Insurance

11:45 AM - 12:15 PM | Networking & Sponsor-Hosted Facilitated Discussions


12:15 PM - 1:00 PM | Solutions Showcase


1:00 PM - 2:30 PM | Claims Dialogue

The Claims Dialogue is an off-the-record, invitation-only discussion that involves senior-level insurance executives, risk managers and other individuals responsible for overseeing the claims programs within their organizations. Claims Magazine Editor-in-Chief, Patti Harman, hosts the dialogue. This year’s three-part discussion will take place throughout ACE and feature specific topics for that day’s dialogue. 


2:30 PM - 3:00 PM | Networking & Sponsor-Hosted Facilitated Discussions


3:00 PM - 3:45 PM | The Technology Update: Where Are We and What’s Available?:

In this session, solution providers will guide us through technological advances made thus far. Additionally, as carriers ultimately need to be able to identify problematic claims efficiently and streamline the entire process, the claims executives will share their experiences with the available technology and whether or not it answers their needs and wants.  More specifically, the panelists will explain:

  • What is available to claims organizations?
  • Being in tune with what insurers really want and need:  Do insurers feel that the current as well as emerging technologies are answering their needs?
  • Technology implementation strategies for small to mid-size carriers

Speakers:

  • Steven Gregory, Vice President, Claims - Tower Hill Insurance
  • Donald Light, Director, North America Property Casualty Practice - Celent
  • Jeanette Ward, Chief Operating Officer - Texas Mutual Insurance Company
     

May 5, 2021

10:00 AM - 10:30 AM | Platform Opens & Sponsor-Hosted Networking


10:30 AM - 11:00 AM | Opening Keynote: An Inside Look at Complex & Specialty Claims

While technology allows insurers to handle a wide range of insurance claims remotely, specialty claims are generally more complex and require particular knowledge of the issues involved. How can insurers investigate and close these nontraditional claims more effectively? What experts should be involved and when? These solutions are definitely not one-size-fits-all and we’ll examine some of the issues to be watching for.


11:00 AM - 11:45 AM | Spotlight on What Makes a Cannabis Claim Different and How to Handle It

Given the expectation that more and more states will start to legalize some form of use of cannabis, it is high time for insurers to think about their approach to it. The discussion will focus on what makes cannabis claims different from other property claims.  The main takeaways will include:

  • How to think about cannabis at this time - where to begin?
    • Making sense of the fact that what states say and what the federal government says are two different things
  • How to apply policy to a claim?
  • What to look for and what questions to ask?
  • Should insurers have a specialized team dedicated to this area?

Speakers:

  • Tessa Adams, Chief Marketing Officer - MOXIE
  • Morgan Fox, Media Relations Director - National Cannabis Industry Association
  • Justin M Lehtonen, Senior Vice President - Worldwide Facilities, LLC
     

11:45 AM - 12:15 PM | Networking & Sponsor-Hosted Facilitated Discussions


12:15 PM - 1:00 PM | Solutions Showcase


1:00 PM - 2:30 PM | Claims Dialogue

The Claims Dialogue is an off-the-record, invitation-only discussion that involves senior-level insurance executives, risk managers and other individuals responsible for overseeing the claims programs within their organizations. Claims Magazine Editor-in-Chief, Patti Harman, hosts the dialogue. This year’s three-part discussion will take place throughout ACE and feature specific topics for that day’s dialogue. 


2:30 PM - 3:00 PM | Networking & Sponsor-Hosted Facilitated Discussions


3:00 PM - 3:45 PM | The Impact of COVID-19 on Claims Organizations: What Has It Meant and What Will It Mean Going Forward

In this session, senior claims executives will share their experiences on how their organizations have adapted to the “new world order” and what it will take to come out of it in as sound of a condition as possible. More specifically, they will focus their discussion on:

  • What have we learned?; What did we give up?; What we ought to keep doing?; What we should go back to?  
    • How claims organizations have been responding to claims?
    • What were the key issues?
    • What did carriers do to change practices, to shift from in-person to touchless claims experience and what was the response from both the employees as well as customers?
    • How has organizational culture changed: What aspects of it can be preserved?
  • Fourteen months into it, what seems to be the best way to investigate Covid-19 claims?

Speakers: 

  • Shannon M. Harjer, Vice President of Personal Lines - Founders Insurance
  • Tim Roberts, Vice President - Workers’ Comp Claims - Everest Insurance
  • Jacqueline M. Tirpak, Vice President, Corporate Claims Officer - Erie Insurance
     

May 6, 2021

10:00 AM - 10:30 AM | Platform Opens & Sponsor-Hosted Networking


10:30 AM - 11:00 AM | Opening Keynote: What's on the Risk Landscape Horizon for Insurers?  

Risks for insurers and their policyholders are constantly changing and understanding where to focus resources and how to train claims departments are part of a comprehensive strategy. Gary Sullivan, former vice president of claims at Erie Insurance and now an assistant professor of risk management at Mercyhurst University, will focus on the areas carriers should be watching, what skillsets they will require and how insurers can help prepare the next generation of insurance professionals for these risks. 

Speaker:

Gary Sullivan, Assistant Professor, Risk Management - Walker College of Business, Mercyhurst University                                 (former VP of Erie Insurance’s Property and Subrogation Claims)


11:00 AM - 11:45 AM | Spotlight on Cybersecurity and Privacy

The long months of working from home have caused an increase in the frequency of cyber attacks (up 45% since March 2020), which highlights the need for personal and corporate cybersecurity insurance options. In addition, privacy laws around the country add another layer of protection as well as  complication when cyberattacks occur. Join this cutting-edge discussion as our experts shed some light on what this looks like from a claims perspective.  Key takeaways will include:  

  • How do commercial cyber claims differ from personal claims?
  • Risk-training is critical in business and personal setting:  How do these efforts differ?
  • Within a business setting, IT departments must continue to engage with and test employees’ awareness of issues like social engineering and ransomware:  What does this look like under the current circumstances?
  • How are various state privacy initiatives affecting the claims and recovery process for affected businesses?

Speakers: 

  • Lance Ondrej, Executive Vice President & Chief Claims Officer - Germania Insurance
  • Caryn M. Silverman, Senior Vice President, Claims Counsel - Sompo International
  • David T. Vanalek, Claims Chief Operating Officer - Markel
     

11:45 AM - 12:15 PM | Networking & Sponsor-Hosted Facilitated Discussions


12:15 PM - 1:00 PM | Solutions Showcase


1:00 PM - 2:30 PM | Claims Dialogue

The Claims Dialogue is an off-the-record, invitation-only discussion that involves senior-level insurance executives, risk managers and other individuals responsible for overseeing the claims programs within their organizations. Claims Magazine Editor-in-Chief, Patti Harman, hosts the dialogue. This year’s three-part discussion will take place throughout ACE and feature specific topics for that day’s dialogue.


2:30 PM - 3:00 PM | Networking & Sponsor-Hosted Facilitated Discussions


3:00 PM - 3:45 PM | Looking for Cover: How Are Courts Applying Insurance to Business Interruption Claims Caused by the Pandemic

Recent rulings in Florida and North Carolina suggest that courts may continue to find coverage for the business interruption incidents caused by the pandemic.  The panel  will look to provide some perspective on what this could mean for the industry.  Specific points of discussion will include:  

  • Coverage exclusions and how they are applied
  • Analysis of arguments from the plaintiff’s side:  What are they focusing on and what other types of coverage are they going after?
  • Claims investigation: forensic audits; determining real loss costs
  • Examination of the use of traditional claims tools such as EUOs and their value for insurers in the age of COVID

Speakers: 

  • Shawn M. Crawley, Senior Vice President, 1st Party Claim - Sompo International