Agenda

Monday, April 20, 2020

8:45 AM - 5:00 PM | Registration


9:00 AM - 9:30 AM | Networking Breakfast


Claims Dialogue (invitation only)

9:30 AM - 12:15 PM | The ACE Claims 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.

Speakers: 

Patricia Harman, Editor in Chief, Claims Magazine, ALM


General Sessions

9:30 AM - 10:15 AM | From Cannabis to Artificial Intelligence: How will Emerging Insurance Sectors Shake up Claims

It’s 2020 and the world is changing at breakneck speed. Today, insureds are using face recognition to unlock phones, driving semi-autonomous cars, 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 privacy protection 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.

Speakers: 

Ian Stewart, Partner, Wilson Elser


General Sessions

10:15 AM - 11:00 AM | Danger Signs that a Claim is About to Go Wrong and How to Fix It

Veteran claim executives accept that some claims and lawsuits go terribly wrong. Juries can “run away,” key witnesses can crater on cross-examination, and judges can occasionally be injudicious. But often enough there are warning signs that things are about to head south. What creative strategies—employed before, during, or even after trial—may head off an impending disaster?

Speakers: 

Louie Castoria, Founder, Castoria Dispute Resolution


11:00 AM - 11:30 AM | Morning Break


General Sessions

11:30 AM - 12:15 PM | Deposition Workshop

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.

Speakers: 

Gary Stephen, Executive Vice President, Claims and Risk Managemen, Pure Insurance


12:15 PM - 1:00 PM | Networking Lunch


Solutions Workshop 1

Solutions Workshop 3
Solutions Workshop 4

2:50 PM - 3:20 PM | Networking Break


General Sessions

3:20 PM - 5:00 PM | ACE Mega Session: The Power of the Claims Department: Positioning Claims as Strategic Value for the Company

Oftentimes insureds first deal with their insurance company when they need to file a claim. Claims professionals know all too well that the outcome of that conversation can impact the insured's choice to stay with a carrier or move on after the incident. 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 remains a claims differentiator. This session will feature small, mid-size and large insurance carriers discussing strategies for building customer loyalty and preserving the human element of claims.

After this presentation, attendees will be invited to join the conversation via guided networking roundtables on the power of the claims department. Please see the list below to select the roundtable you would like to join.

Roundtable topics:

  1. Strengthening Customer Communication in the Digital Age
  2. Delivering an Omni-Channel Claims Experience
  3. Analyzing and Understanding Use Cases for Claims Data
  4. Balancing Technology and The
  5. Human Element of Claims

5:00 PM - 6:30 PM | Exhibit Hall Opens & Opening Reception


Tuesday, April 21, 2020

7:50 AM - 5:00 PM | Registration


8:00 AM - 9:00 AM | Networking Breakfast in Exhibit Hall


9:00 AM - 9:15 AM | Opening Remarks


General Sessions

9:15 AM - 10:15 AM | Keynote Presentation


General Sessions

10:15 AM - 10:45 AM | State of the Claims Industry

Hear where the claims industry is now, how the industry has evolved and exciting developments coming in the future.

10:45 AM - 11:00 AM | Networking Break in Exhibit Hall


11:00 AM - 12:00 PM | Innovation Stage Presentations

Visit the Innovation Stage in the exhibit hall to see presentations from industry-leading technologists and consultants. Potential Topics Include: Accident Avoidance Fraud Technology Emerging Technology for Catastrophes

12:00 PM - 12:30 PM | Networking Lunch in Exhibit Hall   


General Sessions

12:30 PM - 2:00 PM | ACE Mega Session: Managing Today’s Claims while Planning for Tomorrow’s Technology

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. The comes the implementation stage, which is still, often failing at organizations. However, when the route 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.

After this presentation, attendees will be invited to join the conversation via guided networking roundtables on insurance technology. Please see the list below to select the roundtable you would like to join.

Roundtables:

  1. Best Practices for Managing your Team through an Implementation
  2. Sorting through the Noise: Finding the best Tools for your Carrier
  3. Technology Implementation Strategies for Small to Mid-Size Carriers
  4. Emerging Technology’s Potential Impact on the Future of the Claims Industry

2:00 PM - 2:30 PM | Networking Break


2:30 PM - 3:30 PM | Innovation Stage Presentations

Visit the Innovation Stage in the exhibit hall to see presentations from industry leading technologists and consultants. Potential Topics Include: Wearable Technology & Fraud Investigations Customer Service Technology Telematics
General Sessions

3:30 PM - 4:15 PM | Strategic Planning to Drive Customer Loyalty and 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.

Speakers: 

Tim Roberts, Vice President-Workers Comp Claims, Everest Insurance


General Sessions

4:15 PM - 5:00 PM | Talent Shortages, Climate Change, Economic Uncertainty: Examining Global Risks Affecting the Industry

This year we have heard a lot about the risks facing our society from climate change to a potential US recession the list is long. However, some of those risks are especially of concern to the insurance industry. This session will cover the top concerns insurance executives have when evaluating the impact of global risks and potential strategies for minimizing impact on your organization.

5:00 PM - 6:30 PM | Networking Reception


Wednesday, April 22, 2020

8:45 AM - 12:00 PM | Registration


8:50 AM - 9:30 AM | Networking Breakfast


General Sessions

9:30 AM - 9:40 AM | Opening Remarks: Defining the Insurance Workplace of the Future

Join us for a half day workshop on the best strategies for managing your workforce.
General Sessions

9:40 AM - 10:15 AM | State of the Workforce

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.

10:15 AM - 10:35 AM | Networking Break


General Sessions

10:35 AM - 11:20 AM | Engaging a Remote Workforce

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.

Speakers: 

Jodie Hopkins, Commercial Lines Underwriting Operations Leader, Westfield Insurance


General Sessions

11:20 AM - 12:00 PM | 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.

12:00 PM - 12:05 PM | Conference Closes