Conference Agenda

9 a.m. – 6 p.m.

Registration
Exhibit Hall Opens
Visit the exhibit show where claims-specific vendors will share the latest information on technology and opportunities for claims professionals. Snacks and refreshments will be available as you visit with vendors.

1 – 1:15 p.m.

Welcome and Introductions

Kristen Sizelove
Vice President—Member Development
NAMIC
Indianapolis, Ind.

Henry Maley, Committee Chairman
Assistant Vice President
GAB Robins
Louisville, Ky.

1:15 – 2:15 p.m.

General Session: Leadership Principles: “Take the Stairs”
Roger will be talking from his book "Take the Stairs". The book was written for the associates of Auto-Owners Insurance telling about many "lessons learned" during his 38 year career with the company. He will be presenting principles of attitude, relationships, recognition, communication and knowledge. These principles can be applied in both leadership roles and in serving the customer. During the session, Roger will also show several video clips to demonstrate and support the concepts presented.

Roger Looyenga
former CEO and Chairman
Auto-Owners Insurance Company
Lansing, Mich.

2:15 – 2:45 p.m.

Break in the Exhibit Show Area

2:45 – 4:45 p.m.

General Session: Roundtable Discussions
Join other claims professionals in roundtable discussions focused on industry changes and emerging issues. These interactive groups will allow you to discuss topics that you may be facing every day with peers. E-mail discussion topic ideas to Lauren Spencer at lspencer@namic.org.

4:45 – 6 p.m.

Reception in the 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.

6:45 p.m.

Optional Activity: Dining at 400 Beach Seafood & Tap House
Take the opportunity for a relaxing evening with your colleagues for dinner at 400 Beach Seafood & Tap House. The restaurant features unique coastline cuisine, outstanding service, and a convenient location steps away from the Renaissance Vinoy. Our menu will feature appetizers, salad, your choice of three entrees, dessert and two beverages.

7:30 – 8:30 a.m.

Continental Breakfast in the Exhibit Show Area

8:30 – 10 a.m.

General Session: Negotiating Skills Workshop
Effective negotiation is at the heart of most successful and personal interactions. Whether dealing with a colleague, a direct report, your manager, or family member and whether you’re engaged in a house sale or career-based transaction, there are considerable differences in results between those who negotiate well and those who do not. But effective negotiation is about much more than knowing the facts or numbers.

Good negotiators understand and respect the value of the negotiation process as well as the “intangibles”. Leverage, trust, relationships, bargaining style, personalities, and emotions are at least as important as the substance. In this workshop, Mori Taheripour will provide you with the practical tools to become better negotiators. She will use an exercise with role plays to make the learning experiential and interactive. Group discussions will follow the role play exercises to allow real-time, practical and relevant feedback.

Mori Taheripour
Lecturer
Legal Studies and Business Ethics Department
The Wharton School - University of Pennsylvania
Philadelphia, Pa.

10 – 10:30 a.m.

Break in the Exhibit Show Area

10:30 a.m. – 12 p.m.

General Session: Negotiating Skills (continued)

12 – 1 p.m.

Lunch in the Exhibit Show Area
Exhibit show grand prize drawing at 12:30 p.m. attendees must be present to win.

1 – 2:15 p.m.

Concurrent Sessions

1. The Leadership Differentiation Factor (management)
   What does it take to be a successful leader in the insurance industry so that your staff enjoys coming to work every day and your customers experience truly exceptional service? Join Bill Luxmore as he discusses the major differentiating factors in leadership that will allow you to gain this competitive advantage and reduce your stress level.
   
   Bill Luxmore, CPCU
   Vice President of Insurance and Educational Development
   Dale Carnegie Training
   Portland, Mich.
2. Reinsurance: How It Relates to Claims Operations? (operations)
   Join Steve Smith and Jim Chambers for an overview of reinsurance. In addition to an overview, Steve will provide information on market conditions, core competencies and best practices within reinsurance. He will also discuss how reinsurance relates to you in the claims operations facets of your company.
   
   Jim Chambers, CIC, CPCU, AU, ARe
   Vice President Reinsurance
   Grinnell Mutual Reinsurance Company
   Grinnell, Iowa
   
   Steve Smith, CIP, CRM
   President & CEO
   Farm Mutual Reinsurance Plan
   Cambridge, Ont.
3. Organization of a Claim file (fundamental)
   As a claims adjuster, what needs to be included in your claim file? Or what does not need to be part of the file? Rhae Swisher will discuss what documents and information should be part of the claim file and give an understanding of the responsibility in building the claim file and order in which the file is created. Also, with current use of electronic information, communications, and photographs, he will discuss what of this electronic information should be included in documenting the claim.
   
   Rhae Swisher, MSM
   Vice President, Business Development
   Allcat Claims Service LLC
   Berryton, Kan.

2:15 – 2:30 p.m.

Break

2:30 – 3:45 p.m.

Concurrent Sessions

1. Managing a New Generation (management)
   For the first time in history, there are four generations in the workforce. Each generation brings their own perspectives and ideas and impacts the work environment differently, join Tom Meier as he discusses the developmental needs and primary motivational factors of different generational groups and how to create individual development plans to address the challenges of understanding and managing a diverse workforce.
   
   Tom Meier
   Management Consultant
   Equis Consulting
   Indianapolis, Ind.
2. Mitigating Claim Development through Predictive Modeling (operations)
   Adverse claim development is disproportionately driven by specific types of claims. Early identification of these claims allows for proactive application of loss mitigation strategies and real cost savings. In this session, we will demonstrate how predictive modeling can be applied to identify claims with a high probability for adverse development shortly after the claim is reported. We will also describe the corresponding loss mitigation strategies that can be paired with predictive modeling to prevent and capture unnecessary claim development. The power of this concept will be demonstrated with specific examples, both at the individual claim level and the overall company level, including an illustration of the potential cost savings for an insurer who implements these techniques.
   
   Gary Ciardiello
   Principal
   Insurance and Actuarial Advisory Services, Ernst & Young LLP
   New York, N.Y.
   
   William O’Brien
   Manager, Claims Advisory
   Ernst & Young LLP
   Philadelphia, Pa.
3. Investigating Fraudulent Claims (fundamental)
   Unfortunately the current economic climate has brought an increase in fraudulent claims, join John Davis to learn how to investigate fraudulent claims and get advice on how to avoid bad faith claims in the course of doing so. John will also discuss an overview of majority and minority trends regarding bad faith.
   
   John Davis
   Shareholder
   Brown Sims, P.C.
   Houston, Texas

3:45 – 4 p.m.

Break

4 – 5:15 p.m.

Concurrent Sessions

1. Developing a Formal Mentoring Program (management)
   With impending retirement of baby boomers and millennials entering the workforce, discover how mentoring programs can help develop the future leaders of your company. Join Tom Meier as he differentiatse between mentoring programs and coaching and development programs. He will also help you to learn to establish clear expectations of the skills and competencies necessary for “A-player” mentors and ways to conduct 360’s and appropriate feedback sessions to build a fact and perception based mentoring process.
   
   Tom Meier
   Management Consultant
   Equis Consulting
   Indianapolis, Ind.
2. Estimating Platforms/New Technologies (operations)
   Every day new technologies are becoming available to aid in the operations of claims, join Jon McCreath to learn the similarities and differences of some of the technology used today such as Xactimate, MSB Integriclaim and Simsol. In addition to examining current technologies available, Jon will also give you the latest information on new technologies for example disto measuring devices and tools available for satellite roof measuring as well as other estimating systems.
   
   Trent Massey
   Property Instructor
   Vale Training Solutions
   Arlington, Texas
3. Street Level Ethics (fundamental)
   This program will introduce basic concepts of ethical behavior and morality with specific emphasis on ethical issues and problems in the insurance industry. We will discuss how the terms “ethical” and “moral” differ, the value of a code of ethics, and gain practice in seeing the ethical dilemmas in common insurance situations. The workshop is designed to be interactive, with participants discussing real-life case studies dealing with various aspects of claims.
   
   Donna J. Popow, Esq., CPCU, AIC
   Senior Director of Knowledge Resources, Ethics Counsel
   American Institute for CPCU- Insurance Institute of America
   Malvern, Pa.

8 p.m.

Optional Activity—Ghost Tour of St. Petersburg
Peer into the mysteries of the city’s most haunted locations on a 90 minute candlelight walking tour of downtown St. Petersburg, and discover what lurks in the shadows of Florida’s Sunshine City! The tour will begin outside the Renaissance Vinoy.

7:30 – 8:30 a.m.

Continental Breakfast

8:30 – 10 a.m.

General Session: CEO Panel
This is your chance to ask the questions you want answered. Find out what is keeping these CEOs and executives awake at night and emerging trends in the industry.

Moderator: Jim Kennedy, CPCU, LUTCF
President and CEO
Ohio Mutual Insurance Company
Bucyrus, Ohio

John Bykowski
President and CEO
SECURA Insurance, A Mutual Company
Appleton, Wis.

William Courtney, Jr.
CEO
Florida Farm Bureau Casualty Insurance Group
Gainesville, Fla.

Keith Rollings, CIC, PFMM
Manager
Nixa Farmers Mutual Insurance Company
Nixa, Mo.

10 – 10:15 a.m.

Break

10:15 – 11:30 a.m.

General Session: MMSEA Reporting & MSP Compliance
Duke Wolpert will offer insights regarding the Medicare Medicaid SCHIP Extension Act (MMSEA), and potential implications of mandatory data share with the Center for Medicare & Medicaid Services (CMS). Claims Best Practices and Strategies will be discussed to assure compliance with the new mandatory reporting requirements and the compliance requirements of the Medicare Secondary Payer Act (MSP).

Duke Wolpert
Vice President of Strategic Services
Gould & Lamb, LLC
Bradenton, Fla.

11:30 a.m.

Meeting Adjourns