9:00 am - 9: 50 am Headline Keynote Panel: Being an Effective Claims Leader In These Rapidly Changing Times
In this exciting panel, we will bring together top claims leaders from major insurance carriers to discuss their vast experiences in the world of claims. From
people management to risk and technology to claims transformation, no stone will be left unturned. They’ll discuss lessons learned, what it takes to succeed
as a claims leader, and what to expect from the claims industry in the future.
PATRICIA HARMAN, Editor-in-Chief, Claims Magazine
TIM FELKS, Head of Property Claims, Farmers Insurance Group
MICHAEL LANCASHIRE, Senior Vice President, Claims and Integrated Customer Solutions, Main Street America Group
KIM LEGGETTE, Global Claims Officer for Personal Lines, AIG
MARTIN ROSEMANN, Senior Vice President, Swiss Re
9: 50 am - 10: 40 am Panel: Achieving Claims Efficiency with Superior Analytics
In 2015, data is everything, and if you are not properly leveraging this data then you are falling behind. Claims optimization relies on the
effective integration of predictive analytics and data based decision making to develop actionable insights that can drastically improve
operations. In this session, discover new and improved ways to capitalize on the important insights that are hidden within both your
structured and unstructured data.
GREG BANNON, Vice President, Products and Technology, CCC Information Services
JAMES GOTTSHALL, Assistant Vice President, Analytics Integration Lead, Chubb Group of Insurance Companies
MICHELLE SANTOS, Second Vice President, Claim Business Intelligence & Analytics, Travelers Insurance
10: 40 am - 11: 20 am Networking & Refreshment Break in Exhibit Hall
11: 20 am - 12: 10 pm Panel: Listening to the Voice of the Customer - A Customer Satisfaction Strategy Guide
From the point of view of the customer, their experience throughout the claims process can often make or break the insurer’s reputation.
Simply put, when it comes to claims, the customer experience is everything. In this session, find explore the most cutting edge ways to
keep your customers happy and satisfied throughout the claims process.
CARL VAN, President and Chief Executive Officer, International Insurance Institute, Inc.
LORIANNE FELTZ, Senior Vice President of Customer Service, Erie Insurance
KAREN SCHECHT, Claims Vice President, Allstate Insurance
BOB WIESE, Manager, Guest Claims Department, Disneyland Resort
12: 10 pm - 12: 55 pm Adapting a Cyber-Security Framework
As high-profile data breaches grab national headlines and threaten enterprises both large and small, cyber-liability has become increasingly
important as a risk to manage. But are the industry’s current offerings in cyber liability coverage really keeping pace with the risks? We’ll
delve deep in to the cyber-security realm and identity access management in this session.
ELISSA DOROFF, Underwriting and Product Manager, Cyber/Technology, XL Group plc
12: 55 pm - 2: 15 pm Networking Lunch in Exhibit Hall
2: 15 pm - 3:00 pm BREAKOUT SESSIONS
Fraud in 2015: New Names, New Scams, Same Greed
At its core fraud is greed-motivated theft—always has been, always will be. But pulling it off these days is vastly more complex than techniques used by the
snake oil salesmen of yesteryear. Fred Lohmann, NICB’s Southwest Regional Director of Operations, provides an overview of NICB’s “Big Three” investigative
priorities: medical, commercial and vehicle. On the medical front, with claims involving the misuse of acupuncture with electrical stimulation to overbilling for
MRI testing and unsupported durable medical equipment, fuzzy claims become clear—and costly—acts of fraud. Questionable commercial claims for water
damage and slip-and-falls have increased since 2011 and nearly all commercial-related organized rings are impacting personal automobile policies. Finally,
while vehicle thefts have been on a dramatic downward trajectory, many of these crimes are escaping statistical capture through creative schemes employed
by thieves. Hear how yesterday’s hot-wiring has yielded to financial fraud and VIN counterfeiting, and what can be done to fight back.
FREDERICK LOHMANN, Director of Operations, National Insurance Crime Bureau (NICB)
LITIGATION & SUBROGATION
Millions for Defense, Not a Dime for Tribute
It is the greatest expression of good faith for an insurer to protect the rights of the insured even if offers of settlement are below the cost of defense. The
promise made by liability insurance policies is to defend the insured, regardless of cost, until final verdict and through necessary appeals. In exchange for that
promise the insured promises to cooperate with the investigation and defense and gives the insurer control over the litigation. Keeping the promise to defend
is an expression of an insurer’s obligation to deal with its insured with the utmost good faith. The insurer that conducts a thorough investigation of a liability
claim, hires competent counsel to defend the insured, and receives regular reports concerning the facts learned in discovery, should have sufficient information
throughout the litigation to determine the exposure faced by the insured. If the insurer determines that the insured is liable to the third party the claim will
settle quickly. If not liable to the third party it is incumbent on the insurer to defend the case through trial and any necessary appeals. Learn about this process
and more here.
BARRY ZALMA, Founder, Zalma Insurance Consultants
The Outsider Effect: How Tech is Shaping the Future of Claims
The insurance industry is rapidly moving down a path of change, for both technology and business. The future will bring accelerated change, with laggards
being forced to become fast followers and leaders innovating at a quickening pace as the fruits of their labor pay off. Technology is enabling the business
changes that will have a significant impact on the bottom line in the form of improved loss ratios, improved retention, reduced claims leakage and much more.
Learn what carriers are doing today, including what is new and what is cool. Learn how new technologies will affect the future of claims processing.
KARLYN CARNAHAN, Research Director, Celent