12 - 1 p.m.

Registration
Resource Materials sponsored by Ward Group
Welcome bags sponsored by BlueWave Technology
Registration packets sponsored by Insurance Claims Adjusters, Inc.

1 - 1:15 p.m.

Welcome and Introductions

1:15 - 2:45 p.m.

General Session: Panel Discussion on the War for Talent
Member company representatives will share techniques and experiences for developing and recruiting talent, managing generational differences in the workplace, and how to build a mentor program in your company.

Moderator:
James Jones, Executive Director
Katie Center of Insurance and Financial Services
Normal, Illinois

Panelists:
Marilyn Deal, SPHR, CEBS, CPCU, Vice President, Human Resources
Pharmacists Mutual Insurance Company
Algona, Iowa

Dana Walters, VP Human Resources
Hastings Mutual Insurance
Hastings, Michigan

Susie Heathman, Search Consultant
Garrison Organization
West Des Moines, Iowa

2:45 - 3 p.m.

Break
Co-sponsored by Farm Mutual Reinsurance Plan, Inc.

3 - 5 p.m.

General Session: Roundtable Discussions
Join other claims managers in roundtable discussions focused on industry changes and emerging issues. Participants will have the opportunity to select topics to discuss with their peers. In addition, Thursday presenters Dr. Gerald Lewis and Bernard Rosauer will present case studies for more in-depth learning.

5 - 6:30 p.m.

Reception - in Exhibit Show Area
Enjoy this great networking opportunity! Drinks and light hors d'oeuvres will be provided in the exhibit hall, where we are pleased to introduce claims-specific booths where vendors will be presenting the latest in claims products and services.

8:45 - 10:30 p.m.

Optional Activity: Alamo City Ghost Hunt
Since its beginning, San Antonio has had a dark history. Walk with us through Old San Antonio where the battles took place, where people are still buried, and learn how the events of the city's colorful past have created the ghosts of today. San Antonio is called one of America's Most Haunted Cities. Battle fields, hospitals, cemeteries, and old hotels are all part of its haunted history. These are the best places to find ghosts and these are the places you will see on the Alamo Ghost Hunt. This walking tour has them all as we visit 13 haunted locations.

This tour is $15 per person for a 90-minute walk of approximately one mile. Advanced registration is advisable.

7:30 - 8:30 a.m.

Continental Breakfast - in Exhibit Show Area
Sponsored by Insurance Claims Adjusters, Inc.

8:30 - 9:30 a.m.

Concurrent Sessions

1. The Human(e) Side of Crisis Management
   Managing the diverse needs of the workforce at times of turmoil, tragedy and trauma is an undeniable necessity. Those responsible for sustaining workplace operations realize the need to prioritize the "human factor" issues; however, they are often at a loss as to what to do, when, with whom and how.
   
   Gerald Lewis, Ph.D., President
   Gerald Lewis, Ph.D. & Assoc., P.C.
   Framingham, Massachusetts
2. Managing Claims Operational Costs
   As a result of the soft market, many companies have initiated projects to manage internal and external claims costs. The expense management approaches used can vary widely. Some companies are precise and methodical in how they control expenses, while others impulsively react to market conditions. The key to expense management is knowledge. It includes not only an evaluation of the cost of claims services, but the impact on indemnity and customer satisfaction. This session will provide insight on key functional areas within a claims organization that are prone to higher operational costs. We will also identify business practices companies are deploying to successfully manage costs without negatively impacting indemnity or customer service.
   
   Quin W. Netzel, J.D., Director
   Ward Group
   Jacksonville, Florida

9:30 - 10 a.m.

Break - in Exhibit Show Area

10 - 11 a.m.

Concurrent Sessions

1. A. Beating Customer Indifference
   There are a lot of numbers and benchmarks in the customer service realm, but what do they all mean? What is a Net Promoter Score and how can your claims department use it to its advantage? Mr. Rosauer is a property casualty insurance consultant and trainer whose focus is on helping companies build strategies for long-term profitable growth. Having claims specific experience enables him to relate to claims challenges at all levels. In this presentation, the energetic Mr. Rosauer will combine simplified tools for improving your claims operation through a focus on 'people', 'process' and 'customer'.
   
   Bernard L. Rosauer, President
   Evenbetteryet, LLC
   Appleton, Wisconsin
2. Catastrophe Disaster Planning & Testing
   How would your company withstand a catastrophe? How would your policyholders, vendors, and employees reach you in an emergency situation? Do you have back-up records? How about a tested emergency plan? This informative session will provide practical solutions for these issues and more to help you plan ahead for the unthinkable.
   
   David String, Assistant Vice President - Catastrophe Operations
   Custard Insurance Adjusters, Inc.
   Norcross, Georgia

11 - 11:30 a.m.

Break - in Exhibit Show Area

11:30 a.m. - 12:30 p.m.

Concurrent Sessions

1. Aging Workforce and Identifying Talent
   More and more companies seem to be struggling with finding effective ways to identify, hire, and retain talented people. Meanwhile, companies are also striving to meet the changing needs of aging employees. Tom Meier will help attendees navigate the choppy waters of human resources in today's insurance environment.
   
   Tom Meier, HR Consultant
   Equis Consulting
   Indianapolis, Ind.
2. B. Regulatory Issues Related to Pollution Claims and Exposures
   Mr. Giel will provide an overview of USA pollution regulations on federal, state, and local levels; summarize exposures subject to regulation; describe impact of regulations on insurance coverage such as exclusions, scope of Intended Coverage, and scope of Unintended Coverage, describe lessons learned from history, and will provide a forecast of future potential exposures, regulations and insurance coverage issues.
   
   Gregory W. Giel, CPCU, National General Adjuster
   GAB Robins
   Westmont, Illinois

12:30 - 1:30 p.m.

Lunch - in Exhibit Show Area
Lunch sponsored by AllCAT Claims Services

1:30 - 2:45 p.m.

Concurrent Sessions

1. The Human Side of Technology
   Technology is an accelerator, management is the driver. This session will focus on strategies and common sense approaches on how to implement and manage technology changes in an organization. The discussion will focus on the non- technical side of the equation, the human side. Strategies will be considered that include helping staff accept the reasons for change in general, specifically this change, and how they can be part of the team to make it happen.
   
   Tara O'Connor LaRose, President and CEO
   The ASU Group
   Okemos, Michigan
2. Making a Case for Fraud Investigation
   Feeling frustrated with law enforcement officials and the lack of investigative support when it comes to fraud? This helpful session will inform adjusters how they can use agencies or employees to do the investigative work for them when fraud is suspected.
   
   Dennis Pompa, Director - Fraud Unit
   Texas Department of Insurance
   Austin, Texas

2:45 - 3 p.m.

Break

3 - 4 p.m.

Concurrent Sessions

1. A. Workers Compensation Claims Handling
   This course will prepare the participant to determine if an impairment is work related, how to appropriately question the treating provider, how to write a letter addressing causality issues that meets the case requirements, how to critically analyze the provider's reports, how to access the Evidence Based Medicine available to bring to provider's attention, and much more.
   
   Michael Coupland, CPsych, CRC, National Business Development Consultant
   Behavioral Medical Interventions
   Minneapolis, MN
2. Avoiding Bad Faith
   This course will address insurance policies within the context of bad faith allegations apply with regard to insurance agreements and the strategies utilized in handling such cases. We will also provide information on the evolution of contract law, insurance policies as contracts, the duty of good faith and what damages can be recovered from an insurance company that denies coverage in bad faith. Join us to learn which strategic decisions are available for bad faith claims and how to avoid bad faith for your company.
   
   Denise Collins, Senior Attorney
   Johnston Legal Group, PC
   Houston, Texas

4 - 5 p.m.

Reception & Grand Prize Drawing - in Exhibit Show Area
Grand Prize sponsored by Action Claim Service, Inc.

Enjoy this great networking opportunity and the chance to win prizes! Drinks and light hors d'oeuvres will be provided in the exhibit hall.

5:45 - 7 p.m.

Optional Activity: Private Group Tour of the Alamo
The Alamo represents nearly 300 years of history. This 4.2 acre complex is known worldwide as the old mission where a small band of Texans held out for thirteen days against the Centralist army of General Antonio López de Santa Anna. Although the Alamo fell in the early morning hours of March 6, 1836, the death of the Alamo Defenders has come to symbolize courage and sacrifice for the cause of Liberty. The memories of James Bowie, David Crockett, and William B. Travis are as powerful today as when the Texan Army under Sam Houston shouted "Remember the Alamo!" as it routed Santa Anna at the battle of San Jacinto on April 21, 1836.

This tour is $10 per person for an hour-long private guided tour through the mission. Advanced registration is advisable.

7 - 8:45 p.m.

Optional Activity: Dinner River Cruise by Boudro's Texas Bistro
Boudro's is an experience to savor, embracing all the flavor of the regional heritage with a distinctive menu of Texas and southwestern specialties. Combine their great taste with a river cruise including entertaining narratives of the rich history of the San Antonio River and helpful area information, and it will be an evening to remember! Dinner will include an appetizer, salad, meal, dessert, and one serving of beer or wine.

Dinner River Cruise is $70 per person for 90 minutes of networking, fun, and food on the river boats. Advanced registration is advisable.

7:30 - 8:30 a.m.

Continental Breakfast
Sponsored by Insurance Claims Adjusters, Inc.

8:30 - 9 a.m.

Medicare Secondary Payor Update
Section 1862(b) of the Social Security Act of 1980, 42 USC section 1395y(b)(5) established Medicare payments as secondary to other payments for health care. The Medicare, Medicaid, and SCHIP Extension Act enacted in late 2007, adds new information reporting requirements for purposes of coordination of benefits under Medicare secondary payer requirements. Beginning July 1, 2009, an applicable plan including self-insurance, automobile, homeowners insurance, no-fault insurance, and workers' compensation must determine whether a claimant (including an individual whose claim is unresolved) is entitled to benefits under Medicare and electronically submit information as directed by the federal government with respect to the claimant. NAMIC will discuss the issue and necessary compliance.

Julie Gackenbach, Principal
Confrere Strategies
Washington, D.C.

9 - 10 a.m.

Ask an Attorney - Panel Session
Have that burning question that could help you do your job better? Join us for this session where attendees will have the opportunity to pose questions to an attorney on claims-related issues such as mediation, examination under oath, and tips of delivering testimony - with coaching and without. The entire morning allows you to take advantage of expert legal advice as part of your conference registration!

Moderator:
Anthony Cox, Partner
Hermes Sargent Bates, LLP
Dallas, Texas

Panelists:
Dwayne Hermes, Mediation Expert
Hermes Sargent Bates, LLP
Dallas, Texas

Eric W. Moch, Esq., Coverage Counsel and Veteran of Countless Examination Under Oath Skirmishes
Interviewing and Examinations Under Oath Expert
Johnson & Bell, Ltd.
Chicago, Ill.

10 - 10:15 a.m.

Break

10:15 - 11:30 a.m.

Panel Session (continued)

11:30 a.m.

2009 Claims Conference Concludes

Read

 E-mail Print