The industry shaping agenda


Adapting and Thriving in an Age of Disruption

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9:00 AM ET

Claims Like Never Before

  • Through this time of rapid change and extreme uncertainty, both customers and the claims workforce need more support and care than ever before.
  • How can insurers deliver the optimal experience for both employees and customers through a time of unprecedented change?

Eric Brandt EVP Chief Claims Officer Allstate

9:15 AM ET

Powering Fast, Digital and Seamless Customer Claims Experiences

  • Now more than ever, consumers are moving digital with speed and convenience being invaluable as everyone shifts to a new way of life. What does that mean for the insurance claims experience?
  • Customers are no longer accepting legacy methods. What are the quick wins to improve customer experience today?

Mike West Vice President – Visa Direct Digital Disbursements Visa

9:30 AM ET

Accelerating Agility - Texas Mutual’s Journey to Resiliency

  • Carriers must transform to be competitive and adapt in a digitally connected world, becoming more agile, less risk averse, and more resilient
  • Data is the new gold and can drive significant efficiencies and enhanced decision making, especially in claim processes

Jeanette Ward Chief Operating Officer Texas Mutual Insurance Company

9:45 AM ET

Live Q&A: Navigate Through Disruption and Build a Strategy to Succeed When Change is the New Norm

Eric Brandt EVP Chief Claims Officer Allstate

Mike West Vice President – Visa Direct Digital Disbursements Visa

Jeanette Ward Chief Operating Officer Texas Mutual Insurance Company

10:00 AM ET

Fireside Chat: Working From Home and Claims Adjusting

Lori Pon Director of Claims Transformation, and Claim Service Center The Auto Club Group

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10:15 AM ET

Live Panel Discussion: Be Ready for What’s Next and Never Look Back

  • The era of excuses is over! Customers are quickly adapting and expecting digital solutions in a much faster pace – does your organization has a roadmap to fully digitalize services?
  • As we prepare to create the new norm, what should claims executives get ready to leave behind?
  • Make no mistakes, customers’ expectations will chance forever. What are the key insurance claims trends and business needs that have been fuelled by the pandemic?

Evan Scarponi Vice President & Chief Claims Officer Prudential Group Insurance

Aaron Wheaton Chief Claims Officer Plymouth Rock Assurance

Scott Hauptman Chief Claims Officer Grange Insurance

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

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Supporting Customers and Employees During Unprecedented Times

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10:45 AM ET

Leadership During Crises

  • The way leaders respond to a crisis is really a make or break leadership moment.
  • Explore some of the strategies employed and lessons learned

Jacqueline Tirpak VP, Corporate Claims Officer Erie Insurance

11:00 AM ET

Support Your Claim Organization to Prepare for the Unknown

  • Can carriers use past experience to predict emerging issues in claims in this unknown environment?
  • Discover how crucial is the human factor when creating your claims technology strategy

Cassandra Hand Gallegos CEO and Chief Claims Officer CCMS & Associates

11:15 AM ET

Long Term Success - Strengthening Leadership Responsiveness to Crisis

  • Shifting expectations from our customers and employees
  • Creating competitive advantage to build an engaged customer and employee relationship

Shannon Harjer VP-Personal Lines Claims Founders Insurance Company

11:30 AM ET

Avoid Disruption on Claims Experience: Navigate Through the Pandemic Crisis

  • From remote working and social distancing to virtual claims handling, how carriers are navigating through these challenges to support customers in their time of need?
  • Which areas that when disrupted will have the biggest impact on customer experience?
  • What lessons are insurers beginning to reflect on now that the country goes back to work? Can insurers avoid further disruptions?

Lenny Richileau Vice President, Industry Consultant Commerce Bank

11:45 AM ET

Live Q&A: Supporting Customers and Employees During Unprecedented Times

Jacqueline Tirpak VP, Corporate Claims Officer Erie Insurance

Cassandra Hand Gallegos CEO and Chief Claims Officer CCMS & Associates

Shannon Harjer VP-Personal Lines Claims Founders Insurance Company

Lenny Richileau Vice President, Industry Consultant Commerce Bank

Moderator: Margaret Resce Milkint Managing Partner The Jacobson Group

12:15 PM ET

Fireside Chat: Innovate to Build a Diverse and Inclusive Workforce for the Insurance Industry

  • What is the current state of women and minorities in insurance and the imperative to innovate and attract young, diverse talent to the industry. This fireside chat will explore how to keep the industry relevant and competitive in the new age, as insurance becomes even more customer-centric, digital and agile.

Stephanie Behnke Vice President Claims Strategy and Shared Services The Hanover Insurance Group

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12:30 PM ET

Live Panel Discussion: Technology – Embracing Change and Driving the Future

  • Is your digital engagement strategy missing the most ubiquitous communication channel in the world? Learn how Farmers bet on business texting enabled them to meet customers on their schedule in the way they prefer
  • Learn how business texting has now become a mission critical digital channel in Farmers claims workflow with instant customer adoption, increased tNPS, all while driving down cost and claim cycle times
  • Hear how Farmers is positioned to take advantage of continued innovation in texting such as Rich Communication Services (RCS) and Apple Business Chat (ABC), technologies which enable new heights of customer engagement

James Lapic Chief Technology Officer Zipwhip

Frank Carni SVP, Head of Auto Claims Farmers

Andrew McBride National Auto Claims Process & Strategy Manager Farmers

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

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Accelerate Digital Transformation

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1:00 PM ET

Leveraging Emerging Technologies to Drive the Digital Transformation

At Farmers Insurance® efforts in the area of technology innovation are driven by a deep rooted commitment to the overall experience of its customers at every point of engagement. With this commitment top of mind, Sam Santiago, Head of Claims Strategy & Automation for Farmers®, will discuss the national insurers’ strategy behind leveraging an array of emerging technologies to help augment and accelerate delivery of a top-of-class Claims experience.

Samantha Santiago Head of Claims Strategy & Automation Farmers

1:15 PM ET

Finishing Strong: Maximize customer experience with the right digital strategy

  • Customers are demanding seamless and real-time claims experience. There is an opportunity to gain a competitive advantage as technology leads digital adoption for both carriers and customers. A recent Engine Insights/VPay survey reveals that more than 50% of policyholders would change carriers for the option of having near real-time claims resolution.
  • This session will explore current movements, technological advancements and how to build the best digital strategy for future positioning.

Elisa Logan Vice President, Growth VPay

1:30 PM ET

Fireside Chat: Claims Innovation – How to Place Strategic Bets

Kim Leggette Chief Claims Officer Kemper

1:45 PM ET

Live Q&A: Accelerate Digital Transformation

Samantha Santiago Head of Claims Strategy & Automation Farmers

Elisa Logan Vice President, Growth VPay

Kim Leggette Chief Claims Officer Kemper

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

Customer Experience in a Touchless Claims World

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2:00 PM ET

How Do We Move into the Future of Insurance?

  • How customer expectations are shifting dramatically
  • How this period of disruption is different from what we experienced in the early-2000s
  • Examples of carriers and their partners who have overcome these barriers and successfully innovated
  • The three Foundations for the Future that consistently show up in success stories that the industry can use today to start to make change

Bryan Falchuk Managing Partner Insurance Evolution Partners

2:15 PM ET

Customer Experience in a Touchless Claims World

  • How has COVID-19 changed the way customer think about insurance?
  • Explore the new challenges customers are facing in this new world and what carriers should do to meet these needs
  • Create a hyper-personalized claims experience that focuses on the needs of each customer

Don Yellen Director Business Development – Healthcare and Insurance ACI Worldwide

2:30 PM ET

Fireside Chat: Why Innovation Needs to Innovate

Luke Harris AVP, Innovation USAA

2:45 PM ET

Live Q&A: Customer Experience in a Touchless Claims World

Don Yellen Director Business Development – Healthcare and Insurance ACI Worldwide

Luke Harris AVP, Innovation USAA

Brian Gaab Managing Principal, Strategy and Innovation CSAA Insurance Group, a AAA Insurer

Bryan Falchuk Managing Partner Insurance Evolution Partners

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

The New Norm: Customer-Obsessed Digital Transformation

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9:00 AM ET

The Evolution of Auto & Home Insurance

  • Explore how improved customer experience, seamless and connected claims processes will look like for the P&C segment
  • Discover the practical examples and strategies that carriers can adopt today to fast-track that future

Mike Fiato Chief Claims Officer Liberty Mutual

9:15 AM ET

Claims Vendor Digitization and Optimization

  • A successful vendor experience is often a moment of truth for a customer, high performing Vendors can drive a better customer experience.
  • Fully digitized and quality-focused vendor network
  • Increased No-Touch/Low-Touch Claims Processing, integrated with existing claims technology platforms

Daniel Regan Vice President, Financial Services SAP

9:30 AM ET

The Future of Workers Compensation

  • Adoption of technology is now, more than ever, at the forefront of the evolution of workers’ compensation claims management
  • Explore how cost containment, efficiency and the drive of helping injured employees get back to health in a timely manner is shaping the future of workers comp

Guy Dougherty Head of Workers Compensation Farmers

9:45 AM ET

Live Q&A: Deep Dive Into the Future Insurance

Mike Fiato Chief Claims Officer Liberty Mutual

Daniel Regan Vice President, Financial Services SAP

Guy Dougherty Head of Workers Compensation Farmers

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

The Road to Touchless Claims

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10:00 AM ET

The Road to Touchless Claims – The New Status Quo for Claims

  • Build your strategic roadmap to touchless claims
  • Discover why touchless claims is the best way forward
  • Explore the case studies that demonstrate the near-future is touchless

Calvin Strong Vice President, Claims Operations MetLife

10:15 AM ET

The Self-Driving Claim

  • Create an intelligent claim that knows its own status and proactively drives human and machine actions to complete the claim quickly and accurately
  • Enable a continuous learning and innovation environment that drives ongoing automation opportunities

Jamie Yoder President Snapsheet

10:30 AM ET

Touchless Claims: Practical Examples and How to Get Started

  • Touchless claim handling is the only operating model of the future. Discover how a modern insurance company processes claims without humans in the loop.
  • Learn how insurance carriers can use human centered design and modern advances in AI to get started today, and gradually transition to a touchless claim handling process, without completely disrupting the core claims experience.

Amrish Singh Vice President Enterprise Metromile

10:45 AM ET

Live Q&A: The Road to Touchless Claims

Jamie Yoder President Snapsheet

Amrish Singh Vice President Enterprise Metromile

Calvin Strong Vice President, Claims Operations MetLife

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

11:00 AM ET

Fireside Chat: Looking Beyond 2020

  • 2020 has brought a new challenge: how to prepare for the unpreparable?
  • The economical and social impact is still impossible to measure but as we move forward and rebuild our business strategies, what are the lessons we can apply today to ensure future success?

Jacqueline Tirpak VP, Corporate Claims Officer Erie Insurance

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11:15 AM ET

Live Panel Discussion: The Search for Business Efficiency

  • As the future of work and workplace transforms are there new business efficiencies that carriers can leverage?
  • Discover the true value of the cloud in breaking down siloes to enable efficient information sharing across your organization defined by speed, innovation and optimal resource use
  • Secure alliances to capitalize on many of the opportunities the digital disruption is creating, including cost-efficient and personalized customer experience at scale

Don Jones Head of Claims Mass Mutual Financial Group

James Swayze Executive Insurance Solutions Core Logic

Jonathan Kalman Founding Partner Eos Venture Partners

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Build the Dream Customer Experience to Redefine the Future of Your Organization

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11:45 AM ET

How to Rapidly Improve Customer Retention: Marrying Core Capabilities with Innovation & Agile Practices

  • Use innovation and Agile principles to drive customer retention and catapult forward while building on core strengths
  • Leverage an AI-based churn model to predict customer churn to rapid iteration and test new marketing strategies to improve the overall customer experience

Olga Dotter Head of Innovation CSAA Insurance Group, a AAA Insurer

12:00 PM ET

Straight Through: Delivering the Future of Claims with AI

Shift, VP Product, Marcel Gordon discusses his vision for AI-driven claims transformation and its opportunities for insurance carriers and policyholders. Attendees will learn:

  • Why AI is the key to delivering an amazing customer claims experience
  • How insurers are using AI to increase operational efficiency and reduce claims expenses
  • How an AI decision solution meshes with insurers’ core systems

Marcel Gordon VP Product Shift Technology

12:15 PM ET

The Employee Touchless Claims Experience

  • Discover how the touchless claims experience will transform the day-to-day experiences of your claims staff
  • Explore how you can support your claims staff alongside your customers through a new era for claims

Bryant Vernon Chief Claims Officer Aviva Canada

12:30 PM ET

Create Seamless Claims Experiences with AI

  • Explore how carriers are moving from virtual to touchless claims
  • How the use of AI will dramatically improve the claims cycle whilst boosting customer experience

Julie Kheyfets Head of North America Tractable

Ted Ohkuma Digital Innovation Lead, US East Coast Tokio Marine Holdings

12:45 PM ET

Live Q&A: Build the Dream Customer Experience to Redefine the Future of Your Organization

Olga Dotter Head of Innovation CSAA Insurance Group, a AAA Insurer

Marcel Gordon VP Product Shift Technology

Bryant Vernon Chief Claims Officer Aviva Canada

Julie Kheyfets Head of North America Tractable

Ted Ohkuma Digital Innovation Lead, US East Coast Tokio Marine Holdings

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

1:15 PM ET

Fireside Chat: Claims Leadership – A Quick Chat About Career Planning in Claims

David Bano Chief Claims Officer (Retired) Nationwide

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1:30 PM ET

Live Panel Discussion: Merge Technology and People to Meet Customer Needs

  • How do we prepare to serve our customers with the optimal blend of tech and people power?
  • Where can tech be deployed to make the most of each and every member of your claims team?

Jeanette Ward Chief Operating Officer Texas Mutual Insurance Company

Sasha Korol Principal Product Manager Duck Creek

Lori Pon Director of Claims Transformation, and Claim Service Center The Auto Club Group

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ClaimsTech Spotlight – The Tech Driving Claims Innovation

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2:00 PM ET

Developing Skills by Extending Reality

  • Technology, like virtual reality (VR), has allowed Farmers Insurance® the opportunity to help its Claims Adjusters provide a positive experience for customers – and, in turn, has helped establish a stronger connection and empathy to what customers may experience from a loss.
  • Explore various aspects of Farmers journey in the pursuit of exploring the applications and implementation of VR as a training mechanism, as well as discuss the benefits and outcomes of the insurers’ VR training program to date.

Jessica Decanio Head of Claims Training Farmers

2:15 PM ET

Leverage the Benefits of Connected Insurance and Telematics Data to Transform Your Claims Process and Deliver Loss Ratio Improvement

  • Uncover new driving insights based on collected telematics data around COVID-19 that will impact driver risk modelling
  • Learn why FNOL is only part of the story, and identify the core areas of claims cost saving opportunity with telematics data
  • Understand the win-win that comes from getting the proposition right when it comes to the ‘moment of truth’ for the customer, in order to unlock insurer-side benefit
  • Witness the telematics ROI and claims savings realized by leading insurer Zurich that has driven a near double-digit improvement to COR

Nino Tarantino CEO (Americas) IMS

Nick Street VP of Connected Claims Services IMS

Ed Rochfort Chief Product Officer IMS

Phil Ost Head of Personal Lines Zurich Insurance

2:30 PM ET

How Zurich Leveraged Telematics Data to Improve Claims Services for Policyholders

  • Uncover the practical use of telematics data in the claims process, featuring case studies and best practices
  • Discover the challenges faced by Zurich when adopting the use of telematics in their claims process
  • Learn the benefits of telematics data for claims as realized first-hand by Zurich
  • Preview what Zurich are going to focus on in the future with claims telematics and claims transformation

Phil Ost Head of Personal Lines Zurich Insurance

2:45 PM ET

Live Q&A: ClaimsTech Spotlight – The Tech Driving Claims Innovation

Jessica Decanio Head of Claims Training Farmers

Phil Ost Head of Personal Lines Zurich Insurance

Ed Rochfort Chief Product Officer IMS

Nick Street VP of Connected Claims Services IMS

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

Innovate Towards the Future

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9:00 AM ET

Keeping Your ‘I’ on the Future

  • Effectively navigating the intersection of traditional handling and cutting edge technology is imperative in offering the right mix of human and digital touchpoints for customers and claim professionals
  • Keys to delivering frictionless experiences lie in reimagining the claim journey through the lens of innovators, thought leaders and most importantly your customer, and leveraging innovation to deliver at the claim moment of truth

Lori Pon Director of Claims Transformation, and Claim Service Center The Auto Club Group

9:15 AM ET

Utilizing Telehealth and Digital Solutions to Resolve Claims Virtually

  • How carrier and telehealth vendor partnerships can streamline claims
  • Explore benefits of virtual claims handling: close files faster, reduce risk management and unnecessary expenses, improve productivity
  • Turn COVID upside down: use as an opportunity to increase efficiency

Lauren Brown Director of Marketing & Strategic Partnerships Compex Legal

Jorey Chernett CEO Authentic4D

Jan Shore Casualty Claims Technical Team - Consulting Manager Nationwide

9:30 AM ET

Speed Up Auto Claims with Cloud Technology

  • Discover how cloud technology is accelerating the speed of the auto claims process to deliver a fast, reliable service for customers
  • Learn how cloud technology can better serve your customers as well as your claims workforce

Brian Katz Strategic Innovation Director USAA

9:45 AM ET

Live Q&A: Innovate Towards the Future - How Technology is Accelerating the Claims Process and Providing Choice to our Customers

Lori Pon Director of Claims Transformation, and Claim Service Center The Auto Club Group

Lauren Brown Director of Marketing & Strategic Partnerships Compex Legal

Jorey Chernett CEO Authentic4D

Brian Katz Strategic Innovation Director USAA

Jan Shore Casualty Claims Technical Team - Consulting Manager Nationwide

10:00 AM ET

Fireside Chat: Increasing your Claims Connectivity in a Distributed Work Environment

Objectives:

  • To share best practices on networking in a distributed work environment
  • To embrace the positive synergies of virtual connectivity with team members, colleagues, and customers

Christina Lucas Senior Vice President, Global Claims Business Performance AIG

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10:15 AM ET

Live Panel Discussion: Trust & Loyalty

  • The two foundations of customer loyalty, trust and confidence, are being put to the test. Make no mistakes, only those able to pass this test will survive in a post-pandemic world
  • This global crisis is truly about customer moments that matter. By putting your customers’ interests first, this can be a time for your company’s brand to lead
  • Which strategies and changes should carriers implement today to build a competitive advantage based on trust, transparency and long-lasting loyalty?

David Bano Chief Claims Officer (Retired) Nationwide

David Smith SVP Supply Chain and Procurement Caliber Collision

Shannon Harjer VP-Personal Lines Claims Founders Insurance Company

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Boost Claims Tech Innovation

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10:45 AM ET

The Roadmap to ClaimsTech Integration

  • Understand your customer’s pain points to customize every claims experience and better understand where tech can be most effectively deployed to achieve quick wins in service delivery speed and reduced spending, maximizing your return on investment from tech
  • Deploy the right technologies and strong advanced analytics capabilities to deliver seamless interactions at every stage of the claims process, from FNOL to payment

Lance Ondrej EVP Chief Claims Officer Germania Insurance

11:00 AM ET

Digitization Without Disruption: The Path to a Better Claims Payment Process

  • Explore unanticipated roadblocks that prolong digital transformation.
  • Get concrete tips on how to successfully achieve a digital transformation journey – without disrupting your accounting and business processes.
  • Learn how one Fortune 500 P&C insurance leader is issuing digital payments for auto and workers comp claims

Tom Reuter Director of Digital Payments Deluxe Corp

11:15 AM ET

Fireside Chat: How to Keep Your Claims Innovation Effort Moving Forward

Jon Thornton Claims Strategy Leader Westfield

11:30 AM ET

Live Q&A: Uncover the Roadmap for Claims Tech Integration and Start Reaping the Rewards of Your Innovation Strategy

Lance Ondrej EVP Chief Claims Officer Germania Insurance

Tom Reuter Director of Digital Payments Deluxe Corp

11:45 AM ET

Fireside Chat: What is the data really telling us?

Melissa Hill Enterprise Claims Financial Planning & Results American Family Insurance

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12:00 PM ET

Live Panel Discussion: Customer Experience Beyond 2020

  • What customer behaviors from COVID 19 are here to stay and which are brand-new?
  • Create your customer strategy to maximize satisfaction going forward
  • Beyond 2020, what will the future and importance of the customer experience be to businesses and consumers?

Kim Leggette Chief Claims Officer Kemper

Renee Cacchillo EVP Customer Experience Officer Safelite

Jonathan Kalman Founding Partner Eos Venture Partners

Mike Fiato Chief Claims Officer Liberty Mutual

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Unlock the Power of Data

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12:30 PM ET

Fireside Chat: Shape the Reality of Remote Working

David T. Vanalek Claims Chief Operating Officer Markel

12:45 PM ET

New Data for the New Normal

  • Discover cost-effective ways to monitor related activity throughout the claims process
  • Learn what kind of new data resources are available for you to transform claims
  • Explore the real examples of new data can easily be incorporated within the claim life cycle

George Naftzinger Director Business Development & Strategy Carpe Data

Ian McLeod Director, Product - Claims Carpe Data

1:00 PM ET

Reimagine the Future of Life Insurance Claims

  • How will life insurance claims be handled in this changed world we live in?
  • Innovate life claims to achieve new efficiencies and better experiences

Don Jones Head of Claims Mass Mutual Financial Group

1:15 PM ET

Live Q&A: Accelerate the Claims Process with Tech & Data

Mark Foerster Vice President Group Operations & Claims Munich Re

George Naftzinger Director Business Development & Strategy Carpe Data

Ian McLeod Director, Product - Claims Carpe Data

Don Jones Head of Claims Mass Mutual Financial Group

1:30 PM ET

Fireside Chat: Delivering on Transformation Initiatives

Molly Cook Regional Claim Director The General

1:45 PM ET

A World in Crisis: Fight Insurance Fraud with Tech and Cross-Departmental Cooperation

  • Empower both claims and fraud teams by working together
  • Create hyper-efficient workflows with claims triage to keep loyal customers satisfied
  • What will the future of the relationship between claims and fraud be like?

David Borum Assistant Vice President – Special Investigations Swiss Re

Geoffrey Branch Assistant Vice President – Special Investigations Swiss Re

Dan Donovan Head of Customer Success Shift Technology

Moderator:: Michael Skiba J. Michael Skiba & Associates

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