Product Sponsored Roundtables Hot Topics, New Technology, Open Discussion—no additional fee required Leading Solution providers will demonstrate the latest technology, products and services that offer business solutions for you and your organization. 1:30 PM–2:15 PM Enservio Roundtable Stuck In Neutral? How To Bring Innovation To Claims Operations Speakers: Timothy Bowen, Director National Homeowner Team, Metlife Rob Chase, SVP Sales & Marketing, Enservio Inc. Jon McNeill, CEO, Enservio Odom Wu, Director of Strategic Initiatives, Farmers Insurance Innovation and claims are words that don’t typically go together.  There’s a great deal of innovation happening in claims.  This roundtable explores groundbreaking research on the surprising drivers of satisfaction of insureds through case studies and examples of real-life claims innovations, gains from applying Lean/Toyota techniques to claims, implementation and making it operational. 2:30 PM–3:15 PM Image Now Roundtable Breaking Down Barriers—How Enterprise Content Management Enables the Organization Speakers: Sascha Ohler, Sr. Product Manager, Perceptive Software Deb Smallwood, Principal & Founder, SMA Inc This session will discuss how enterprise content management can help your organization overcome some of the traditional barriers between claims, policy services and underwriting within the organization and improve collaboration and information sharing in order to shorten adjudication cycles and drive down loss adjustment-related expenses and other costs Librestream Roundtable Mobile Estimating Systems: An enhanced approach to drastically reduce costs Session Speaker(s): Kerry Thacher, CEO of Librestream Session Desciption You are continually challenged to drive down costs and reduce fraud while improving service and growing revenue. You need new approaches and innovative solutions. At this session, you will learn what some of the largest insurance companies are in the process of implementing – Mobile Estimating Systems. See a live demonstration and find out how this new approach can help you. 3:30 PM–4:15 PM CSC Roundtable Life Giving You Lemons? Reduce Legal Expenditures Up to 10% & Make Lemonade with CSC Speaker: Larry Kwasny, Risk Management Claims & Legal, CSC As the economy worsens, you can expect your legal expenses to climb. CSC’s litigation management experts can help you control rising costs and streamline processes. See how CSC's Legal Solutions Suite software is helping companies analyze billing practices, reduce unnecessary expenses and identify outside firms that provide the best results for the money. Sprint Roundtable Emergency Communications for Catastrophe Claim Handling Speaker:  Stephen Lieberman, Manager, Business Development This session will cover field tested emergency communication solutions for catastrophe claim handling.  Learn how you can maintain voice and data communications even if the communication infrastructure and public utilities are down.

4:30 PM Welcome Address & Keynote Speaker Litigation Management—The Relentless Pursuit of Value This is a discussion of LM as a discipline including a discussion of what we should measure, making sure the insured's interest is kept primary in all LM Strategies, what represents value in the LM context. Domenick C. DiCicco Jr., J.D., M.B.A. , SVP, Chief Legal Officer, NAC Claims, Zurich Financial Services Sponsored by:

5:15 PM Welcome Cocktail Reception

7:00 PM Day One Concludes

7:45 AM Registration / Showcase Exhibits / Continental Breakfast
9:00  AM Chairman’s Opening Remarks Eric Gilkey, Editor-in-Chief, Claims Magazine
9:15 AM - 10:00 AM Keynote Address Joseph H. Wehrle, Jr., President and Chief Executive Officer, National Insurance Crime Bureau
10:00 AM - 10:30 AM Networking Refreshments
10:30 AM - 11:30 AM Featured Panel—Claims Executive Roundtable We have seen historic times in our economy throughout the past year. With catastrophic claims hitting $12 Billion in Q3 alone and a stock market that continues a volatile pace; like all of us, insurance companies have been dramatically affected as well. In this session a panel of senior level executives will discuss current challenges, explore innovative techniques, and share best practices as we strategically plan of the next year.      Lisa St. Onge, Assistant Vice President, Amica Mutual Insurance Company Mike Stapleton, Senior Vice President, Claim Administration, CNA Financial Corporation Mark McGillivray, Assistant Vice President, The Allstate Corporation Moderator: James Mullarney, CPCU ARM , Director, Product Strategy, Oracle Insurance Global Business Unit
Concurrent Tracks Track A- Technology  Sponosred by:	Track B- Business Operations	Track C- Fraud
11:30 AM - 12:30 PM Track A  Using Data to Get Better Results from Your Outside Counsel Most insurance companies struggle with the management of outside counsel, and these challenges can lead to missed deadlines, overbilling and poor outcomes on legal cases. A growing number of P&C insurers are using technology to collect data and ensure consistent handling, even with large caseloads. With the latest legal matter management software from CSC, they are creating an electronic collaborative workspace for both the claims staff and outside counsel that provides immediate access to all relevant documents in an indexed, searchable database. By collecting a wealth of data about law firms and individual attorneys, insurers are generating insightful performance-based metrics to help make better decisions on the assignment and management of future cases. Veronika Willard, JD , Divisional Sr. Vice President, Great American Insurance Corporate Claims Elaine Haug, Manager, Litigation Cost Management, Chubb & Son, Inc.
Track B   Continuous Claims Quality Improvement Drives Business Results This session will present detailed examples of the impact and value a continuous quality improvement program can have upon a claims organization. We will engage in a discussion of the possible approaches to the claim quality review process, and review quality assurance methodologies that can enhance claim handling from both a loss and expense perspective. Mark Snyder, Director of Insurance Services, Athenium Inc. Tim Thomas, Vice President, Claims Operations, Direct General
Track C  Vehicle Fires and Insurance Fraud As the economy suffers, vehicle owners are often finding themselves with vehicles that they can no longer afford.  As a result, some people decide they will just “sell the vehicle” back to their insurance company by burning the vehicles and reporting them stolen.  This type of fraud is termed “owner give-up”, and it is increasing across the industry.  This block will focus on vehicle fires and owner give-ups and how they relate to insurance fraud.  Common fraud indicators and other issues will be examined. Jim Hammonds, FCLS, CFEI, Lead Investigator, GEICO Southeast SIU, Atlanta Field Office Steven Rutzebeck, GEICO’s Director of SIU/Claims Security
12:30 PM Networking Luncheon
2:00 PM - 3:00 PM Track A   The Integrated Claims Process Imagine a claim process where incoming claims are either automatically fast-tracked for payment or triaged to send them to the most appropriate claims handler for attention. Claims that require special handling such as SIU and subro referrals are identified early and routed correctly. Predictive modeling is a key component, but other analytic tools are also used. The technology exists today and we will share examples of how an integrated claims process leads to improved efficiencies. Ken Cunningham, Vice President & General Manager, ChoicePoint, a LexisNexis Company
Track B       How Does Your Claims Department Measure Up?  Developing Standards to Achieve Breakthrough Performance:  A Case Study Join two skilled insurance consultants as they examine a true-life example of how a typical insurance company evaluated its claim processes and staff skill levels to radically improve its internal performance and bottom-line results.   The case study will explore how organizational structure, claim processes and performance metrics can be harmonized to develop sustainable improvements in processes and personnel. By the end of the session, participants should be able to distinguish between traditional claim department measurements and key performance metrics and understand how measuring the “right” adjuster behaviors can be used to achieve breakthrough performance. Steven R. Henning, MBA, CPCU Are, Vice President, CLM Operations, Swiss Re America Corp C. Michael Mattix, Vice President, Claims & Liability Management, Swiss Re Underwriters Agency Inc.
Track C   Claims Fraud – Advanced Detection & Investigation Techniques In this session will discuss insurer anti-fraud program challenges, and review a holistic approach toward fraud fighting with the use of proven anti-fraud technology solutions and intelligence tools. Review current fraud investigation indusrtry issues, trends and best practices Evaluate new fraud detection and investigation technology breakthroughs Examine fraud technologies including analytical and intelligence tools for better prevention methods. David Rioux, Vice President and Manager, Corporate Security and Investigative Services, Erie Insurance Company
3:00 PM Networking Refreshments
3:45 PM - 4:45 PM Track A   Comprehensive Claims Systems: Market Overview and Trends As insurers of all sizes plan improvements in their claims capabilities, most are turning first to software vendors rather than planning systems builds on their own. This session by independent research and advisory firm Novarica presents an overview of the current marketplace of claims software vendors, highlights standard and unusual capabilities, and provides guidance on best practices in vendor selection.   Karlyn Carnahan, CPCU, Principal, Novarica's Insurance Practice
Track B   Not Your Father’s Classroom: Training for Today’s Claims Professionals Looming baby-boomer retirements. Advancing technology. An increasingly remote workforce. Those and other changes are helping to shape today’s training needs. This session will examine the evolving nature of training practices, including online options that place learning and performance support in the hands of claims professionals to provide them the information they need, when they need it, to work effectively. Bill Beach, Senior Vice President, Training & Development, Crawford  & Company
Track C   Disarming the Bad Faith Bomb: Best Practices and the Expert in Claim and Fraud Investigations Set in the context of the most active hurricane seasons in the past century, this new multi-jurisdictional presentation spotlights the selection and use of experts in both claim and fraud investigations to maximize opportunities in rooting out false and deceptive claims and avoiding charges of bad faith. This presentation is not “case law” heavy: rather, it utilizes easy to follow fact situations from real claims and lawsuits with the goal of enabling the claim professional to inject new and pro-active thinking into old or set practices. P. Ted Colquett Esq., Webster, Henry, Lyons & White, P.C. Mike Cunningham, Vice President and Assistant General Counsel, Infinity Insurance Company
4:45 PM - 5:45 PM Track A   New Claims Processes for the 21st Century Historically, Claims Processing has been about gathering information, determining how much to pay, and when to pay it. With recent advances in claims technologies, insurers can move beyond the traditional approach to a customer-centric claims process that provides outstanding customer care and a true competitive edge. Learn how insurers can develop a comprehensive, customer-centric approach to claims that incorporates real-time interactions with service providers, superior fraud and subrogation processing, litigation management, and self-service options for customers. James Mullarney, CPCU ARM, Director, Product Strategy, Oracle Insurance Global Business Unit Oracle
Track B   Attracting and Retaining Quality Adjusters To survive this talent storm, industry management must prepare now. The key is to recruit talented, experienced professionals from the insurance industry or related arenas, as well as bright college graduates; grow this talent; and then retain it. Management teams at all levels must embrace these strategies and take an active role in their implementations to ensure that their teams maintain the talent required for future success. Learning Objectives Understand the difference in generational motivators and leverage this knowledge, employing specific tactics for both attracting candidates and retaining employees. Develop a 365-days-per-year proactive recruitment mindset companywide. Write a position description that motivates talented candidates to action. Broaden candidate reach by stepping outside of the obvious candidate pool and into the web and other recruiting mediums. Define skill sets and uncover “star” candidates with transferable experience. Design an onboarding program that positions new hires for success. Empower employees to grow within their positions and the organization. Create and implement a succession strategy that involves potential leaders and retains future executives and middle management. Ryan Schmidt, National Accounts Sales Manager, The Jacobson Group
Track C   New Legal Strategies for Fighting Insurance Fraud Internet Research Tactics for Insurance Fraud Investigations In today’s online world, electronic information is helping investigators work more efficiently. While the Internet can be an excellent resource, finding information online can be time-consuming and frustrating even for an experienced researcher given the depth and breadth of information available. This program focuses on effective use of free or inexpensive tools to effectively conduct online investigative research. Strategies to supplement traditional fraud investigations will be discussed, including advanced search methodologies, effective use of search engines, mining the deep web, blog searching, media searching, and use of tools to automate and document research efforts. James D. Ruotolo, Director of SIU Strategic Operations, Special Investigations Unit, The Hartford Financial Services Group
5:45 PM Cocktail Reception
7:00 PM Day Two Concludes