Agenda

Subject to change without notice

Wednesday, February 4

7 – 9:30 a.m.	Exhibitors Set-Up
10 a.m. – 1 p.m.	Registration & Exhibit Hall Open We are pleased to introduce you to our claims-specific exhibit show where vendors will be presenting the latest in claims products and services.
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.
2:45 – 3 p.m.	Break
3 – 5 p.m.	General Session: Roundtable Discussions
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.
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.

Thursday, February 5

7:30 – 8:30 a.m.	Continental Breakfast - in Exhibit Show Area
8:30 – 9:30 a.m.	Concurrent Sessions Managing Individual and Community Reaction to Trauma/Crisis (People) Managing Claims Operational Costs (Operational)
9:30 – 10 a.m.	Break - in Exhibit Show Area
10 – 11 a.m.	Concurrent Sessions Customer Service/Measuring Service Expectations (People) There are a lot of numbers and benchmarks in the customer service realm, but what do they all mean? This session will provide strategies and ideas for using those figures to your company’s best advantage. Attendees will also learn what drives customer satisfaction, how to satisfy customers who are constantly getting smarter and expecting more, how to determine what a good customer service score is, and how to get closer to that score. Catastrophe Disaster Planning & Testing (Operational) 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
11:30 a.m. – 12:30 p.m.	Concurrent Sessions Aging Workforce and Identifying Talent (People) Tom Meier Equis Consulting Indianapolis, Ind. Regulatory Issues Related to Claims / Pollution Issues Related to Exposures (Operational)
12:30 – 1:30 p.m.	Lunch & Grand Prize Drawing - in Exhibit Show Area Lunch sponsored by AllCAT Claims Services
1:30 – 2:45 p.m.	Concurrent Sessions The Human Side of Technology (People) This session will address the issues relating to the people behind your technologies, including how to address the pressure, how to keep on track with training, and how to manage effectively in a constantly changing technological environment. Low-dollar Fraud Investigations (Operational) 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.
2:45 – 3 p.m.	Break
3 – 4 p.m.	Concurrent Sessions Work Comp Topic presented by Swiss Re (People) Avoiding Bad Faith (Operational) 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. Michael W. Johnston Johnston Legal Group, PC Houston, Texas
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.

Friday, February 6

7:30 – 8:30 a.m.	Continental Breakfast
8:30 – 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! Dwayne Hermes Mediation Expert Hermes Sargent Bates, LLP Dallas, Texas Eric W. Moch, Esq. Interviewing and Examinations Under Oath Expert Johnson & Bell, Ltd. Chicago, Ill.
10 – 10:15 a.m.	Break
10:15 – 11:30 a.m.	Mock Trial (continued)
11:30 a.m.	2009 Claims Conference Concludes

“The seminars were excellent; I really appreciated the round table session. The layout for the seminar was great. It was unfortunate that I had to miss some of the speakers, because of the split. Staff did a great job, and made me feel very welcome. I hope I will be able to go next year.”

Michael Tarr – Regional Claims Manager
The Portage la Prairie Mutual Insurance Company

Posted: Friday, August 29, 2008 12:00:00 AM. Modified: Wednesday, October 15, 2008 11:51:53 AM.

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We are 1,400 property/casualty insurance companies serving more than 135 million auto, home and business policyholders, with more than $196 billion in premiums accounting for 50 percent of the automobile/homeowners market and 31 percent of the business insurance market. We are the largest and most diverse property/casualty trade association in the country, with regional and local mutual insurance companies on main streets across America joining many of the country’s largest national insurers who also call NAMIC their home. More than 200,000 people are employed by NAMIC members.