Agenda

June 24, 2019

9:00 AM - 10:00 AM | Registration Opens


Executive Claims Dialogue (by invite only)


Skills Workshop (CE)

Executive Claims Dialogue (by invite only)


12:00 PM - 1:00 PM | Networking Lunch


Executive Claims Dialogue (by invite only)


Skills Workshop (CE)

Executive Claims Dialogue (by invite only)


3:20 PM - 4:20 PM | Opening Keynote : Leading with Confidence and Authenticity in Claims

Under Dave’s leadership, Sedgwick has grown from a boutique, regional third-party claims administrator to the premier global provider of innovative business solutions in the areas of workers' compensation, disability, absence management, property loss adjusting and more. Sedgwick has more than 21,000 colleagues across 65 countries who take care of people and organizations by delivering cost-effective claims, productivity, managed care, risk consulting and other services. In his more than two decades leading Sedgwick, Dave has transformed and grown the Company to the international leader it is today. 
 

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.

David North
President & CEO
Sedgwick

4:30 PM - 6:00 PM | ACE Awards Presentation & Exhibit Hall Reception

Join us for the opening of the ACE Innovation Stage where we'll honor the 2019 ACE Award Winners. After, toast the winners, check out our exhbitors, and network with your peers during the annual ACE Welcome Reception. 
 
ACE Awards Catagories: 
Claims Luminary of the Year 
Trailblazer Award 
Customer Champion Award 

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
Speaker: 

10:00 AM - 11:30 AM | Drivers of Change: What’s Shaping the Future of Claims?

Amazon, Google, Severe Weather, the Sensor Revolution, Autonomous Cars, the list of potential disruptors of the insurance industry is endless and everyone is guessing what will be the true disruptor.  However, change is not just on the horizon for the insurance industry, it’s here now. Advancements in fraud tech, programs to recruit young talent, automation for mundane processing and more is already  being used by leading insurers. This session will dissect the current state of claims disruption, what to expect in the auto, property & casualty, and workers compensation sectors as they each face their own change makers, and the skill- sets that claims professionals will need to keep up.
 
Takeaways:
  • 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


ACE Mega Session


11:30 AM - 12:20 PM | Technology & Innovation Spotlights

Visit the Innovation Stage in the exhibit hall to see presentations from industry leading technologists and consultants. 

12:20 PM - 1:10 PM | Networking Lunch in Exhibit Hall


1:10 PM - 2:00 PM | Technology & Innovation Spotlights

Visit the Innovation Stage in the exhibit hall to see presentations from industry leading technologists and consultants.

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
Speakers: 
 
Shireen Punja, Claims Strategic Initiatives Specialist II, Liberty Mutual Insurance and Helmsman Management Services
Jeffrey Garretson, Chief Claims Officer, Precise Adjustments, Inc.

Solution Workshop

Solution Workshop

Solution Workshop


3:40 PM - 4:00 PM | Networking Break


Solution Workshop

Solution Workshop

4:00 PM - 4:50 PM

W5 Workflow Solutions

Solution Workshop

4:00 PM - 4:50 PM

W6 Trends in Claims Tech


June 26, 2019

8:15 AM - 9:00 AM | Registration & Breakfast


8:50 AM - 9:00 AM | Transformation Day Opening Remarks

The ACE  Labs are designed to  promote peer-to-peer problem solving and encourage educational networking. Each session will combine industry leading presentations with interactive attendee activities.

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.

Speakers: 
 
Elixabete Larrea, Partner, McKinsey & Company

9:20 AM - 10:20 AM | Innovation & Discovery Lab 1: Customer Experience

Today, consumers have more power and choice than ever before and many insurers are making customer experience a major focus. However, consumer trust in insurance companies remains low and reform is needed to simplify and advance the customer experience. This change often starts within the claims organization. In this session presenters will use educational activities to outline the key tactics insurers can employ to simplify and improve customer service.

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
Speakers: 
 
Catherine Reese-Woodard, Chief Claims Officer, Tower Hill Insurance
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
Speakers: 
 
Bill Skapof, Executive Vice President, Generali
Armish Singh, Head of Product, Metromile

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
Speakers: 
 
Lance Ondrej, EVP - Chief Claims Officer, Germania Insurance
Peggy Killeen, Chief Claims Officer, Senior Vice President, Hudson Insurance Group