Monday, July 13, 2020

8:45 AM - 5:00 PM | Registration

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

General Sessions

9:30 AM - 10:15 AM | 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.



Ian Stewart, Partner, Wilson Elser

Curtis Scott, Vice President, Global Risk, Lyft, Inc. 

David Vanalek, Claims Chief Operating Officer, Markel

General Sessions

10:15 AM - 11:00 AM | Don't Let Disaster Strike! How to Course Correct a Doomed Claim

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?



Louie Castoria, Founder, Castoria Dispute Resolution

Aimee Stidham, SIU Manager, Shelter Insurance Company

Geoffrey Branch, Senior Investigator, Swiss Re Special Investigations Unit, Swiss Re Corporate Solutions

David Borum, Assistant Vice President - Special Investigations Unit, Swiss Re Corporate Solutions 

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

General Sessions

11:30 AM - 12:15 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.



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

Aaron M. Mutnick, Senior Litigation Attorney, Shelter Insurance

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

Claims Dialogue (invitation only)

12:15 PM - 3:00 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.



Patricia Harman, Editor in Chief, Claims Magazine, ALM

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: 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.  

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 Human Element of Claims



Cathy Ellwood, Founder, Ellwood Enterprises

Naomi Kinderman, Assistant Vice President - Counsel, W.R. Berkley Corporation

Jim Cook, President & Co-Founder, Mile Auto, Inc. 

Scott Johnson, Claims Director, Mile Auto, Inc.

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

Tuesday, July 14, 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: Closing The “Skills Gap:” Innovative Talent Management Solutions For A Changing Workforce

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 and President, David DeLong & Associates

General Sessions

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

Insurance companies are confronting a marketplace that is changing more drastically than ever before. In addition to macroeconomic, social, and regulatory changes likely to impact the industry, insurers are coping with longer-term, game-changing trends including the increased connectivity among household and workplace devices, the development of autonomous vehicles, growth in emerging insurance sectors, and more. To adapt to today’s rapidly evolving, consumer-centric culture, insurers are continually upgrading their operating systems, business models, and value propositions. So how are they doing? Our industry expert uses market research to illustrate where the industry is now, how the industry has evolved and exciting developments coming in the future.



David Pieffer, Vice President, Head of the Property and Casualty Insurance Practice J.D. Power

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



11:00 AM - 11:25 AM Bridging the Talent Gap through Knowledge Transfer 

11:30 AM - 11:45 AM Using Integrated SMS to Triage Claims and Expedite Workflow [Speaker: Stacey Henry, Project Manager, ClickClaims] 

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

General Sessions

12:30 PM - 2:00 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.

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.


  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


Lance Ondrej, EVP - Chief Claims Officer, Germania Insurance

Allan Robinson,  Former Executive Vice President of Field Operations and Sales management and Chief Claim Officer, Horace Mann

Donald Light, Director, Celent

Moderator: Ernie Bray, CEO, ACD

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


2:30 AM - 2:45 AM The Future of Uber, Mobility and the Insurance Industry - Kurtis Keala, Enterprise Partnerships, Automotive + Insurance @ Uber for Business


The future of mobility is increasingly shared, sustainable, and reliable—and in a rapidly-changing world, businesses need to be able to adapt. Uber for Business aims to aid organizations that want to move people, while bringing safe, reliable transportation to everyone, everywhere.  As attitudes continue to shift around driving and vehicle ownership, more of today’s consumers prefer ridesharing than ever before. Uber for Business is empowering the insurance industry to deliver maximum value to customers through providing safe and efficient options for transportation.  In this presentation, Kurtis Keala will outline the key challenges that the industry faces—including shifting demographics of policyholders and customer expectations—and propose solutions for insurers to meet these new demands in the context of a changing world economy.


General Sessions

3:30 PM - 4:15 PM | Fireside Chat: 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.



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

Grace Hanson, Chief Claims Officer, Hiscox

Moderator: Patricia Harman, Editor in Chief, Claims Magazine 

General Sessions

4:15 PM - 5:00 PM | Growing Global Risks: Preparing for the Next Wave of Disruption

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.



Andrea Bessling, Assistant Vice President Claims Field Property, The Hanover Insurance Group

Crystal Uebelher, Claims Attorney, Clarity Education 

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

Wednesday, July 15, 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 Workforce Transformation Day

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

General Sessions

9:40 AM - 10:15 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

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

General Sessions

10:35 AM - 11:20 AM | 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.



Jodie Hopkins, Commercial Lines Underwriting Operations Leader, Westfield Insurance

Caryn Siebert, Vice President - Carrier Practice,  Gallagher Bassett

Amy Cooper, Founder, Rising Insurance Star Executives (RISE)

Moderator: Rosalie Donlon, Editor in Chief Insurance & Tax, ALM 

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.



Catherine Alman MacDonagh, JD, CEO and Founder, Legal Lean Sigma Institute LLC

Karrie Wood, Operations Consultant, Resource Pro

Christopher Tidball, Vice President - Sales and Claims Transformation Strategy, EXL

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

Monday, July 13, 2020

5:00 PM - 6:30 PM


Tuesday, July 14, 2020

8:00 AM - 9:00 AM

10:45 AM - 12:30 PM

2:00 PM - 3:30 PM

5:00 PM - 6:30 PM