On-Demand Content
Creating an Engaged and Effective Remote Team
With mergers and acquisitions on the rise and continued improvements in technology, more and more employees are working remotely. However, with remote workers comes a new set of challenges around digital literacy, engagement, and management. Creating a strategy to effectively manage the performance of your remote team is key to the longevity of this style of work. This panel will discuss their personal success strategies for remote working and training plus, common mistakes made when trying to transition to remote management.
Moderator: Amy Cooper, Founder, Rising Insurance Star Executives (R.I.S.E)
Jodie Hopkins, Commercial Lines Underwriting Operations Leader, Westfield Insurance
Caryn Siebert, Vice President - Carrier Practice, Gallagher Bassett
Inside The Mind Of The Fraudster: What Makes Fraudsters Tick?
Exploring the mind of a professional scammer, join us as we tackle the question, “What makes fraudsters tick?” and decipher the optimal strategies to deter fraudsters and minimize losses to fraudulent claims. As we dive into the mind of career criminals, uncover how you can recognize the red flags and better catch and prosecute fraudsters as insurances and adjusters.
Moderator: Patricia Harman, Editor In Chief, Claims Magazine
Dr. Michael Skiba, Vice President, International Fraud Strategies, INFORM
Matthew Smith, Executive Director, Coalition Against Insurance Fraud
Winning the Customer: How Loyalty Drives Revenue
There is little question that the role of today’s claims department has a much broader scope beyond the customary responsibilities of processing claims. The ability to manage the claims department and provide strategic business counsel are now baseline requirements for leadership. This panel will explore the relationship between the claims department and a carrier’s business goals, the strategic input that business line heads seek from a chief claims officer, and the best strategies for implementing technical and procedural solutions that drive customer loyalty and revenue goals.
Moderator: Rosalie Donlon, Editor in Chief, NU Property & Casualty, an ALM Business
Tim Roberts, Vice President-Workers Comp Claims, Everest Insurance
Grace Hanson, Chief Claims Officer, Hiscox
Claims Disrupted: How Cannabis, AI, and the Sharing Economy will Change the Industry
It’s 2020 and the world is changing at breakneck speed. Today, insureds are using facial recognition to unlock phones, driving semi-autonomous cars, calling drivers via smartphones, measuring heart rates with wearable technology and in some states, using legalized cannabis. While these developments make our personal lives easier, they raise a lot of questions for insurance carriers of all sizes as they contemplate coverage for everything from the sharing economy to cannabis. In some of these sectors we’re just starting to see claims submitted. What is being learned from these early claims and how will they reshape the industry as a whole? Our panel of experts in emerging sectors discusses lessons learned on the front lines and their predictions for the future.
Moderator: Patricia Harman, Editor in Chief, Claims Magazine
Ian Stewart, Partner, Wilson Elser
David Vanalek, Claims Chief Operating Officer, Markel
All times listed in ET.
Wednesday, July 8, 2020
9:00 AM - 10:00 AM | Virtual Platform Opens
10:00 AM - 10:05 AM | Solutions Showcase Opening Remarks
Patricia Harman, Editor In Chief, Claims Magazine
10:05 AM - 10:30 AM | Legal Services & Support
- Your House Counsel Demo
- Spartan Recoveres Demo
- Sequoia Financial Services Demo
- Acuity ELM Demo
10:30 AM - 11:15 AM | Claims Technology
- ACD Corp Demo
- Echo Health Inc Demo
- National Insurance Crime Bureau Demo
- Opterrix Demo
- VPay Demo
11:00 AM - 1:00 PM | Claim's Dialogue
The Claims Dialogue is an invitation-only discussion that provides a unique opportunity for claims executives to examine issues that are critical to determining business success for insurers both now and in the future. The sessions are peer-driven discussions that are informal and off-the-record. Previous topics have included implementing new technology, the talent gap, emerging risks and catastrophe preparation. Patti Harman, Editor-in-Chief of Claims Magazine, moderates the discussions and sets the stage by framing the issues and inviting participants to share their insights and experiences. Participants are encouraged to interact directly with their peers, ask questions themselves, offer real-world suggestions and solutions, and contribute to the discussion.
Moderator: Patricia Harman, Editor In Chief, Claims Magazine
11:15 AM - 11:35 AM | Claims & Services
- Claim's Dialogue Demo
- FC&S Expert Coverage Interpretation, Insurance Coverage Law Center, and VerdictSearch Demo
- CCMS & Associates Demo
- Global Risk Solutions Demo
- Work At Home Vintage Experts Demo
- Assured Relocation Demo
- Insurcard Demo
11:35 AM - 12:00 PM | Closing Remarks
Patricia Harman, Editor In Chief, Claims Magazine
1:00 PM - 2:00 PM | Solution Workshop: Post-Covid 19 Challenges, Issues & Solutions
Led by Your House Counsel
1:55 PM - 2:00 PM | Solutions Showcase Opening Remarks (Replay)
Patricia Harman, Editor In Chief, Claims Magazine
2:00 PM - 2:30 PM | Legal Services & Support
- Your House Counsel Demo
- Spartan Recoveres Demo
- Sequoia Financial Services Demo
- Acuity ELM Demo
2:00 PM - 4:00 PM | Claim's Dialogue
The Claims Dialogue is an invitation-only discussion that provides a unique opportunity for claims executives to examine issues that are critical to determining business success for insurers both now and in the future. The sessions are peer-driven discussions that are informal and off-the-record. Previous topics have included implementing new technology, the talent gap, emerging risks and catastrophe preparation. Patti Harman, Editor-in-Chief of Claims Magazine, moderates the discussions and sets the stage by framing the issues and inviting participants to share their insights and experiences. Participants are encouraged to interact directly with their peers, ask questions themselves, offer real-world suggestions and solutions, and contribute to the discussion.
Moderator: Patricia Harman, Editor In Chief, Claims Magazine
2:30 PM - 3:00 PM | Claim's Technology
- ACD Corp Demo
- Echo Health Inc Demo
- National Insurance Crime Bureau Demo
- Opterrix Demo
- VPay Demo
3:00 PM - 3:25 PM | Claims & Services
- Claim's Dialogue Demo
- FC&S Expert Coverage Interpretation, Insurance Coverage Law Center, and VerdictSearch Demo
- CCMS & Associates Demo
- Global Risk Solutions Demo
- Work At Home Vintage Experts Demo
- Assured Relocation Demo
- Insurcard Demo
3:25 PM - 3:30 PM | Closing Remarks
Patricia Harman, Editor In Chief, Claims Magazine
All times listed in ET.
Monday, July 13, 2020
10:00 AM - 10:30 AM | Networking
Grab a cup of coffee, turn on your video cam and start networking. A great time to meet subject matter experts listed in our exhibitor listing.
10:30 AM - 10:45 AM | Welcome Remarks
Patricia Harman, Editor In Chief, Claims Magazine
10:45 AM - 11:45 AM | Keynote: How to Create an Agile, Innovative Organization by Outrunning a Bear.
Technology is engulfing our society, from the IoT, social media, robotics, ML and AI. Learn how this technology is affecting human behavior and how organizations must pivot their strategies to survive, and thrive, in this highly volatile environment. Companies that focus on agility and adapt to these external factors will understand that they do not need to outrun that volatile, bear environment, but instead outrun their friends (non-agile organizations). Organizations that outrun their friend always survive! The session will begin with an exploration of how society is changing human behavior on a psychological level and how to leverage this into new, effective and focused business strategy.
Dr. Michael Skiba, Vice President, International Fraud Strategies, INFORM
11:45 AM - 1:00 PM | ACE Mega Session: Positioning the Claims Department as Strategic Partner
Frequently, an insured's first interaction with their insurance company is when they need to file a claim. It's a pivotal moment in an insured's' experience with a carrier, and claims professionals know all too well that the outcome of that conversation can affect the insured's choice to stay with a carrier or move on after the incident. Regardless of carrier size, it's your customer service make or break moment. Carriers are always examining this process and looking for ways to better anticipate customer needs, implement new digital solutions that enhance the claims management process and maintain the human touch that is a claims differentiator. This session will feature insurance carriers of varying sizes discussing strategies for positioning the claims department as a strategic partner that directly impacts revenue.
- Strengthening Customer Communication in the Digital Age
- Delivering an Omni-Channel Claims Experience
- Analyzing and Understanding Use Cases for Claims Data
- Balancing Technology and the Human Element of Claims
Moderator: Cathy Ellwood, Founder, Ellwood Enterprises
Naomi Kinderman, Assistant Vice President - Counsel, W.R.Berkley Corporation
Joe Fuller, CTO, Mile Auto Inc.
Scott Johnson, Claims Director, Mile Auto Inc.
1:00 PM - 2:00 PM | Networking
2:00 PM - 3:00 PM | Fireside Chats & The Speaker Green Room
Join us after lunch for our high-octane and interactive session featuring two insightful podcasts and a LIVE speaker green room starting at 2:25 PM where you will have the opportunity to engage in meaningful discussions with the featured speakers. A fantastic opportunity to ask the leading experts your burning questions!
Session A
Creating an Engaged and Effective Remote Team
With mergers and acquisitions on the rise and continued improvements in technology, more and more employees are working remotely. However, with remote workers comes a new set of challenges around digital literacy, engagement, and management. Creating a strategy to effectively manage the performance of your remote team is key to the longevity of this style of work. This panel will discuss their personal success strategies for remote working and training plus, common mistakes made when trying to transition to remote management.
Moderator: Amy Cooper, Founder, Rising Insurance Star Executives (R.I.S.E)
Jodie Hopkins, Commercial Lines Underwriting Operations Leader, Westfield Insurance
Caryn Siebert, Vice President - Carrier Practice, Gallagher Bassett
Session B
Inside The Mind Of The Fraudster: What Makes Fraudsters Tick?
Exploring the mind of a professional scammer, join us as we tackle the question, “What makes fraudsters tick?” and decipher the optimal strategies to deter fraudsters and minimize losses to fraudulent claims. As we dive into the mind of career criminals, uncover how you can recognize the red flags and better catch and prosecute fraudsters as insurances and adjusters.
Moderator: Patricia Harman, Editor In Chief, Claims Magazine
Dr. Michael Skiba, Vice President, International Fraud Strategies, INFORM
Matthew Smith, Executive Director, Coalition Against Insurance Fraud
3:00 PM - 4:00 PM | Happy Hour Networking
Cash Levy, American Stand-Up Comedian, Author, Actor and Podcaster
All times listed in ET.
Tuesday, July 14, 2020
10:00 AM - 10:30 AM | Networking
10:30 AM - 10:45 AM | Welcome Remarks
Patricia Harman, Editor In Chief, Claims Magazine
10:45 AM - 11:45 AM | Keynote: Innovative Workforce Solutions: The Myths & Realities of the COVID-19 Recession
Top executives can no longer be complacent when it comes to recruiting, developing and retaining high potential employees and future leaders. This talk shows how to prioritize talent-related risks, identify the seven talent problems that kill profits, and how to accelerate knowledge transfer in the multigenerational workplace. Learn how to recruit and retain high potential talent that creates competitive advantage.
David DeLong, Author & President, David DeLong & Associates
11:45 AM - 1:00 PM | ACE Mega Session: Insights for Future Proofing your Claims Organization
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. Prioritizing which technologies or strategies to implement could be a daunting task due to the number of options, cost of products, or even figuring out what is appropriate for your organization. Then comes the implementation stage, which is still, often failing at organizations. However, when the root of the problem is discovered it typically comes down to process and not the technology itself. How do you manage today’s issues while still educating yourself on industry advancements? This session will review best practices for selecting and implementing claims technology along with, what emerging technology you need to understand.
- Best Practices for Managing your Team through an Implementation
- Sorting through the Noise: Finding the best Tools for your Carrier
- Technology Implementation Strategies for Small to Mid-Size Carriers
- Emerging Technology’s Potential Impact on the Future of the Claims Industry
Moderator: Ernie Bray, CEO, ACD
Allan Robinson, Former Executive Vice President of Field Operations & Sales Management & Chief Claim Officer, Horace Mann
Donald Light, Director, Celent
Michael DeRoche, Claims Product Manager, Insuresoft
1:00 PM - 2:00 PM | Networking
Grab your lunch, turn on your video cam and start networking. A great time to meet subject matter experts listed in our exhibitor listing.
2:00 PM - 3:00 PM | Fireside Chats & The Speaker Green Room
Join us after lunch for our high-octane and interactive session featuring two insightful podcasts and a LIVE speaker green room starting at 2:25 PM where you will have the opportunity to engage in meaningful discussions with the featured speakers. A fantastic opportunity to ask the leading experts your burning questions!
Session A
Winning the Customer: How Loyalty Drives Revenue
There is little question that the role of today’s claims department has a much broader scope beyond the customary responsibilities of processing claims. The ability to manage the claims department and provide strategic business counsel are now baseline requirements for leadership. This panel will explore the relationship between the claims department and a carrier’s business goals, the strategic input that business line heads seek from a chief claims officer, and the best strategies for implementing technical and procedural solutions that drive customer loyalty and revenue goals.
Moderator: Rosalie Donlon, Editor in Chief, NU Property & Casualty, an ALM Business
Tim Roberts, Vice President-Workers Comp Claims, Everest Insurance
Grace Hanson, Chief Claims Officer, Hiscox
Session B
Deposition in the Era of Covid-19
When an insurance claim becomes more ‘complex’ and a lawsuit is filed, there is a good chance that the adjuster and others involved with the claim could be deposed to gather more facts about the situation. While depositions usually take place in an attorney’s office or some neutral venue, being deposed can still be unnerving for the individual involved because you understand that both the plaintiff and defense will question every word if the case goes to trial.
- When is an insurance adjuster or claims executive most likely to be deposed?
- How is the COVID-19 virus affecting or changing the deposition process?
- What are the benefits of remote depositions and what are the challenges with them?
Moderator: Patricia Harman, Editor in Chief, Claims Magazine
Aaron Mutnick, Litigation Attorney, Shelter Insurance Companies
3:00 PM - 4:00 PM | Happy Hour Networking
Cash Levy, American Stand-Up Comedian, Author, Actor and Podcaster
All times listed in ET.
Wednesday, July 15, 2020
10:00 AM - 10:30 AM | Networking
10:30 AM - 10:45 AM | Welcome Remarks
Patricia Harman, Editor In Chief, Claims Magazine
10:45 AM - 11:45 AM | Keynote: Defining the Workforce of the Future
What will the workforce of the future look like? What new skills will claims professionals need? They’re questions insurance leaders are tackling daily as the insurance workforce has seen technology impact the way it works; from data enhancing our strategic decision making to the automation of repetitive tasks. Today, we regularly discuss the impact of artificial intelligence and machine learning on business models. Along with that discussion comes the question of whether or not AI will displace or change our jobs. This session will cover where the claims industry workforce is today and how it will evolve in the future.
Deb Zawisza, Vice President, Research and Consulting, Novarica
11:45 AM - 1:00 PM | Mega Session: Workforce Optimization: Strategies to Enhance Your Workflow
Workforce optimization is a common business strategy used to balance customer satisfaction, service levels, workforce scheduling, operational costs and other key performance metrics. It’s commonly used to keep your workforce efficient and effective in high growth situations. However, as the claims industry evolves workforce optimization strategies can be used to enhance your workflow and change the mindset of your managers to fit with new strategic goals. This session will review how to evaluate your workforce and determine if optimization is needed, best strategies for workforce optimization, and how to handle conversations around workplace change.
Moderator: Catherine Alman MacDonagh, JD, CEO and Founder, Legal Lean Sigma Institute LLC
Christopher Tidball, Vice President - Sales and Claims Transformation Strategy, EXL
Cheryl Kusick, Director, Operations Advisory and Principal Operations Consultant, ReSourcePro
Scott Lorenzen, Director of Operations Advisory, ReSourcePro
1:00 PM - 2:00 PM | Networking
Grab your lunch, turn on your video cam and start networking. A great time to meet subject matter experts listed in our exhibitor listing.
2:00 PM - 3:00 PM | Fireside Chats & The Speaker Green Room
Join us after lunch for our high-octane and interactive session featuring an insightful podcasts and a LIVE speaker green room starting at 2:25 PM where you will have the opportunity to engage in meaningful discussions with the featured speakers. A fantastic opportunity to ask the leading experts your burning questions!
Session
Claims Disrupted: How Cannabis, AI, and the Sharing Economy will Change the Industry
It’s 2020 and the world is changing at breakneck speed. Today, insureds are using facial recognition to unlock phones, driving semi-autonomous cars, calling drivers via smartphones, measuring heart rates with wearable technology and in some states, using legalized cannabis. While these developments make our personal lives easier, they raise a lot of questions for insurance carriers of all sizes as they contemplate coverage for everything from the sharing economy to cannabis. In some of these sectors we’re just starting to see claims submitted. What is being learned from these early claims and how will they reshape the industry as a whole? Our panel of experts in emerging sectors discusses lessons learned on the front lines and their predictions for the future.
Moderator: Patricia Harman, Editor in Chief, Claims Magazine
Ian Stewart, Partner, Wilson Elser
David Vanalek, Claims Chief Operating Officer, Markel
3:00 PM - 4:00 PM | Grace Under Fire: How to Stay Cool in the Deposition Hot Seat
In many coverage or bad faith cases a deposition is taken from an adjuster, underwriter, claims professional or all of the above. The impact of these depositions could be dramatic for your case. As a manager, understanding the role of a deposition, what to expect during one, and how to prepare can prevent surprises. In this session, speakers will cover the deposition process through lessons, case studies, and an interactive activity.
Moderator: Rosalie Donlon, Editor in Chief, NU Property & Casualty, an ALM Business
Allan Burt, Vice President, Field Operations, Building Health Sciences
Lorie Masters, Partner, Hunton Andrews Kurth
Scot Doyen, Partner, Doyen Sebesta
R. Wade Vandiver, Partner, Argo Insurance