This session will provide an overall economic outlook of the property/casualty insurance industry. This session will include a high-level look at industry trends and disrupters. The always-popular Robert Hartwig, Ph.D., will provide important insights that will help you manage your company’s risk.

Robert Hartwig, Ph.D.

Director, Center for Risk & Uncertainty Management
University of South Carolina

Busy professionals are buried under a continuing stream of useful and useless email. Without a system for getting “control of the beast,” professionals spend much of their work – and personal – time spinning their wheels. If you would like to get control of your email “beast,” you should attend this program led by Randy Dean, author of the Amazon bestseller “Taming the Email Beast.” Randy shares strategies for effective email management, organization, and prioritization that have helped thousands of business professionals regain control and sanity with their email activities Enhance your email productivity and efficiency with today by walking away with immediately usable tips and techniques.

Randall Dean

Time & Email Management Author & Speaker
Randall Dean Consulting & Training, LLC

Mild traumatic brain injuries are frequently seen in litigation. This session will explain the categories of TBI and review the medical prognosis as outlined in the research literature. It will also provide suggestions on how to evaluate and document TBI claims as well as how to spot red flags.

David Price

President
Forensic Network

Claims is likely the area of the property/casualty insurance business destined for the most transformation. The digitally connected world has generated new customer demands, new digital content, new and expanding ecosystems, and the need to operate in a real-time world. This session will explore how new insurance products, new opportunities for partnerships and technologies such as drones, machine learning, chatbots, robotic process automation, and the internet of things are creating significant implications for claims. It will also outline the limitations of approaching claims transformation from the traditional inside-out perspective and discuss the new lens insurers are using to achieve optimal outcomes.

Karen Furtado

Partner
Strategy Meets Action

Recent company results reflect an ominous trend: more “nuclear” verdicts, inflated settlement amounts, and concern that juries have become increasingly unpredictable. Some commentators have suggested this trend indicates a return to social inflation.

While social inflation was seen in the 1980s and 1990s, something feels different this time. This session will provide a working definition of social inflation, give detail as to the unique components driving this trend, and make suggestions as to what can be done to combat it.

Timothy M. Fletcher

Vice President, Senior Emerging Issues Specialist
Gen Re

The use of advanced analytics such as predictive modeling has been part of insurance rating for a few decades, but recently insurers have begun to realize that significant operational and customer experience benefits could also be gained in their claims operations by applying advanced analytics and insurtech. In addition, while tried and true, traditional claims reserving methods are being re-evaluated in light of the power that additional data and advanced analytics can provide. This session will dive deeper into such uses as individual claims reserving and other applications that can be of great benefit to insurers in their claims operations.

Roosevelt Mosley

Principal & Consulting Actuary
Pinnacle Actuaries

Greg Frankowiak

Senior Consulting Actuary
Pinnacle Actuaries

The past two years have seen growth in personal cyber coverage offerings and claims. Once thought of as only for high-net-worth clients, this coverage is now becoming more mainstream. Historically speaking, personal cyber risks were thought of as only identity theft. But as risks increase, there is a market for personal cyber coverage for matters such as ransom, anti-bullying, social engineering, and third-party liability. Handling these types of claims are uniquely different from commercial cyber claims. The types of vendors required are different, the level of interaction is considerable, and the policyholder may not be as sophisticated when it comes to computer systems. Attendees of this session will learn how to handle the unique differences of personal cyber insurance.

Joseph Salpietro

Vice President, Cyber Claims
CyberScout

Effective quality assurance programs help insurance carriers drive claims quality and company-wide improvements. But with so many parties involved in the claims lifecycle, it can be difficult for insurers to isolate, measure, and improve key issues throughout the life of a claim. Driving quality is especially difficult across multiple teams, departments, locations, and quarters. Before building a new or revamped quality program, insurers must thoughtfully map out the goals, logistics, budget, and stakeholders. This session will discuss six essential questions insurers should ask before implementing a modern, company-wide claims quality process.

Julie Markert

Account Manager
Athenium Analytics

Join Marc Kreiter of Forecast Systems as he explores a different method developed for handling claims. By avoiding prejudgment and preconception in the assignment of facts-to-element, strategies can lead to the development of unbalanced information. This strategy can provide a clear advantage throughout the entire claims process. The resulting contextual shift may illuminate a new standard for the resolution of the claim – as when the causal link between event and damage requires expert opinion, the motivated bias ignores relevant and material data to its proponent’s peril. The goal is to discover asymmetrical data made of facts and fact patterns that may lay beyond the scope of your opponent’s strategy, tactics, and even expert testimony. In this session, attendees will learn how the motivated confirmation bias is affecting the handling of injury claims.

The auto claims industry is seeing many disruptors that are significantly changing how claims are handled. During this session, Ernst & Young claims advisory consultants Michael Curcio and Jim Kremer will discuss trends and disruptions specific to the auto physical damage/material damage industry, such as advancements in vehicle technology and construction, collision repair industry consolidation, virtual appraisal handling, and artificial intelligence. They will also provide key impacts that these changes are having on the industry, what carriers should focus on to take advantage of known disruptions, and information regarding forecasts of emerging disruptors that the industry should be preparing for.

Jim Kremer

Executive Director
Ernst & Young LLP

Michael Curcio

Manager
Ernst & Young LLP

Litigation is an expensive way to conclude losses, both in terms of money and time. During this session, the presenter will discuss alternative dispute resolution processes that claims professionals can employ to conclude cases more quickly and at less expense. It will include an in-depth discussion of mediation and arbitration as resolution techniques, including steps claims professionals should take to ensure success when one of these options is selected.

Elise Farnham

President
Illumine Consulting

Subrogation has long been a critical component of the loss adjustment process, but the aggressive pursuit of it has become increasingly important in the ever-changing insurance environment. Join this session for a review of best practices and fresh ideas for this critical component of the claims profession. Learn how to retrain yourself and your team to think about subrogation first. Attendees will also review tactics to manage subrogation costs.

Randall Poelma Jr.

Attorney
Doyen Sebesta & Poelma, LLP

Under The Centers for Medicare & Medicaid Services’ Commercial Repayment Center policy, Medicare is aggressively pursuing conditional payment recovery before settlement on certain claims. The U.S. Treasury Department has also increased recovery efforts. Lastly, minimum advertised prices are aggressively pursuing claims payers for lien reimbursement and double damages. This session examines claims strategies to stay compliant and minimize risk.

Mark Popolizio

Vice President of MSP Compliance & Policy
Verisk Analytics

Automation and artificial intelligence are creating a number of process efficiencies in claims departments; however, as technology advances, new skill sets are required to deliver exceptional customer experiences to policyholders. While hard skills remain important, soft or “human” skills such as empathy, problem-solving, and prioritization are vital for the future of work. In today’s quickly evolving insurance landscape, claims leaders must focus on human skills to strategically leverage the unique capabilities of both humans and machines. In this webinar, attendees will learn important skills to adapt to the changing claims environment.

Brett Carter

Engagement Director
The Jacobson Group

During this session, attendees will explore new theories being put forth by plaintiffs and their attorneys regarding bad-faith allegations. There will also be a discussion about bad-faith set-ups employed by plaintiff attorneys, the inclusion of consequential damages when determining bad faith judgments, and the potential for personal accountability by the adjuster if the plaintiff is successful. The session will conclude with a discussion of risk management steps claims professionals can initiate to prevent bad-faith allegations.

Elise Farnham

President
Illumine Consulting

Speed and clarity in communication seem to be in opposition, but both are being demanded by consumers. This session will review different types of communication and how excellent communication skills can lead to improved results. It will discuss techniques adjusters can use to maintain control of a claim through to final resolution.

Elise Farnham

President
Illumine Consulting

This session will focus on statements as an investigative tool. It will examine various types of statements, including written statements, recorded statements, and examinations under oath, as well as how and why they are taken. Guidelines for statements that involve unique situations will also be provided.

Elise Farnham

President
Illumine Consulting

While third-party actions provide little control over costs incurred by an injured party, workers’ compensation laws provide a host of procedures that can reduce medical costs and reduce indemnity benefits. This session will explore cost-containment strategies that can be used to reduce medical costs and the costs of indemnity in workers’ compensation claims.

Elise Farnham

President
Illumine Consulting

This session will explore how underinsured motorists and uninsured motorists claims can create an adversarial relationship with insureds. The coverage, what it means for claims professionals, and how to approach resolution of the insured’s claim will all be explained.

Elise Farnham

President
Illumine Consulting

This session will identify difference types of experts and analyze how and when they are used in the claims handling process. It will also explore how experts should be vetted to ensure the best outcome on a case when they are used.

Elise Farnham

President
Illumine Consulting

Cases involving complex medical issues can be difficult to resolve and will often require additional investigation by claims professionals. This session will concentrate on medical conditions that can be exacerbated by a bona fide injury claim. It will also cover addictions that can arise because of the type of care following an injury This will include opioid addictions and co-morbidities such as diabetes or obesity.

Elise Farnham

President
Illumine Consulting

Agricultural enterprises are depending on drones more and more to improve productivity and reduce costs. Claims organizations are also beginning to use drones as tools for evaluating losses. Attendees will learn background information on drones and their uses as well as current information regarding federal regulation of drones. This session will be of assistance whether a claims professional is using drones in the investigative process or is handling a claim because of coverage for an insured.

Elise Farnham

President
Illumine Consulting

Artificial intelligence and machine learning technology is reshaping the traditional claims handling process. Beginning at first notice of loss, AI and ML engines can perform assignment triage through early severity and fraud identification. These technologies can also provide adjusters new insight into resolution strategies. However, in most claims situations, AI and ML are augmenting adjuster expertise, not replacing it. This session will focus on the various types of AI and ML technologies and how they are being used in the claims handling process.

Deborah Zawisza

Vice President, Research & Consulting
Novarica

This session will define the current state of the insurance workforce and discuss what companies should be considering when adapting to the challenges and changes in technology and talent management.

Dara Green

Senior Associate
PwC

Barbara Murray

Director
PwC

Francis Pecht

Manager
PwC

Though most claims professionals are aware of the unique risks and issues presented by traumatic brain injury claims, post-traumatic stress disorder claims are an emerging issue that has received less attention from the industry. However, evaluating and defending against PTSD claims comes with challenges similar to TBI claims because of the subjective nature of the injury, the medical proof and expert witnesses used to establish the claim in litigation, and the widespread public and medical misunderstanding about the diagnosis and prognosis of the condition. Additionally, PTSD diagnoses present opportunities for claimants to “backdoor” brain injury claims by misinterpreting recent research on the neurobiological processes behind this condition and alleging that PTSD permanently changes the brain. This session will discuss the basics of PTSD, explain strategies for early recognition and evaluation of potential PTSD claims, promote understanding of approaches being used by claimants to increase value of bodily injury claims by alleging PTSD, and provide defense strategies for bringing these claims to successful resolution.

Gregory A. Kendall, Esq.

Attorney
Porter Rennie Woodard Kendall, LLP

Brandon A. Woodard, Esq.

Attorney
Porter Rennie Woodard Kendall, LLP

This session provides insight as to the impact of fraud on the insurance industry, gives an overview of the types of fraud commonly seen in insurance, and discusses methods of combating fraud.

Nancy Zaharewicz

Manager
PwC

Stella Bleikhman

Senior Associate
PwC

Sixty-four percent of insurers say policyholders’ personal, identifiable information is the most valuable information cyberthieves seek. The impact of a breach can be devastating: Data breaches cost an average of $3.9 million per incident and breaches significantly erode consumer confidence in a brand. During this session, Rick Lacafta from the Financial Service Information and Analysis Center (FS-ISAC) will share how threats to consumer data (healthcare data, banking information, etc.) are evolving and how the industry is banding together to fight these cybercriminals. Kris Herrin with VPay will talk about his personal experience as Chief Security Officer at one of the largest financial breaches in history. In addition, Kris will explore strategies to dramatically reduce risk while still driving innovation in payments.

Kris Herrin

Chief Technology Officer
VPay

Rick Lacafta

Director
Financial Services Information and Analysis Center

Technology can be intimidating. How do you train your staff? How do you begin to implement this new technology? How do you know which you should invest in? These are all valid questions and ones that must be taken seriously when trying to succeed in the new decade of technology. Mobile estimating is one technology that is worth the investment, as it can be a game changer in training new and existing staff and satisfying customer expectations. This webinar will demonstrate how quickly a loss can be estimated while on site to streamline the claims process.

Bruce Authement

Director of Training & Innovation
Legion Claims Solutions

Frustration is what we hear throughout the industry when confronting bodily injury claims emanating from low-impact collisions. The damages are so minor, common sense screams “No one could have been injured.” Yet, because liability is clear or they want to avoid litigation expenses, insurers settle these claims with substantial sums every day. This presentation provides a process to attack these suspect claims with a consistent investigative and dispositive strategy at an early stage. Focus will not center around the analysis of medical records concerning treatment of subjective complaints of soft-tissue injuries. Rather, the presentation will assess the element of causation and the credibility of the claimant. Attendees will be provided with a clear game plan on how to approach these claims in a way that will contain costs, reduce indemnification, and avoid litigation.

Timothy Tapply

Partner
Brand & Tapply, LLC

The presentation will involve discussion of a large, complex arson-for-profit scheme of more than 70 arsons that ultimately culminated in more than 40 defendants pleading guilty. Only two of the 70 fires were classified as “incendiary” by public and/or private origin-and-cause investigators prior to this case being concluded.

The presentation will also include a synopsis regarding lessons learned by the speaker during this two-and-a-half year investigation, while employed as a special agent/Certified Fire Investigator with the Bureau of Alcohol, Tobacco, Firearms, and Explosives. Highlights will include a brief analysis of interaction with insurance industry representatives and content of insurance files, origin-and-cause investigation issues, proper and thorough interviewing, and expert selection.

Michael Vergon

Owner
Vergon and Associates Fire Investigation