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NAMIC Claims Conference |February 11-13, 2014 | St. Augustine, Fla.

Event Contact

Amy Thornburg
Meetings & Exhibits Manager


Subject to change without notice

Tuesday, February 11

9:00 a.m. – 6:15 p.m.


11:30 a.m. – 1:00 p.m.

Exhibit Hall Open with Refreshments

1:00 – 1:15 p.m.


Kristen Spriggs
Vice President, Member Development
Indianapolis, Ind.

David Jones
Committee Chairman/Regional Manager
Texas Farm Bureau
Houston, Texas

1:15 – 2:30 p.m.

Keynote Address: An Owner's Guide to the Future
Do we really want vacuum cleaners that can argue with us? Will the automation of healthcare lead to the automation of caring? And, how can teenagers pay attention to 10 things at once and still be, like, bored? David Zach asks some funny questions, but in this thought-provoking tour of modern times, David will offer answers that will get the group talking and prepared to face the future with a solid sense of hope and inspiration.

As one of the very few professionally trained futurists on the planet, David blends the funny with the profound to help focus on what really matters. He’ll help you rethink the balance between change and tradition and the need to hold on to that which shouldn’t change. Dave may not be the futurist you expected, but he is the one you’ll remember.

David Zach
Milwaukee, Wis.

2:30 – 3:15 p.m.

Networking Break in Exhibit Hall

3:15 – 5:15 p.m.

Peer-to-Peer Learning | Roundtable Discussions
Join other claims professionals in roundtable discussions focused on industry changes and emerging issues. These interactive groups will allow you to discuss with peers topics that you may be facing every day. This session is by invitation only and open to direct writers and NAMIC members.

5:15 – 6:15 p.m.

Welcome Reception in Exhibit Hall
Light hors d’oeuvres and one complimentary beverage will be served to registered attendees. A cash bar will also be available.

6:15 p.m.

Conference adjourns for the day

6:45 p.m.

Optional Networking Activity: Meet to Eat
Meet to Eat at the Murray Bros. Caddyshack Restaurant located at the Renaissance Resort World Golf Village: Join your fellow attendees for a casual dinner at the newest dining establishment at the resort. Called a “lifestyle concept" by co-Chairman Andy Murray, the restaurant boasts more than 8,000 square feet of dining space, the Bunker Bar, and two 150-inch quad television screens to cover the most popular sporting events. Attendees will be responsible for individual meal and beverage charges and the menu will be limited to custom entrees choices. All attendees are invited to participate, but must pre-register to reserve their space.

Wednesday, February 12

7:30 a.m. - 4:45 p.m.


7:30 - 8:30 a.m.

Breakfast in Exhibit Hall

8:30 - 9:45 a.m.

Concurrent Sessions

  1. Social Media and Reputational Risk During Times of Catastrophe
    During times of catastrophes, social media provides an effective method to disseminate information about preparations for impending danger, send notifications about emergency services, and provide updates on recovery plans. However, social media also presents risks to personal and corporate reputations. Join Alan Webber during this session for a discussion about how to use social media effectively while protecting against the reputational risks.

    Alan Webber
    Asymmetric Insights
    Alexandria, Va.

  2. Mutual Branding Roundtable Discussion
    Mutual insurance companies have a strong appeal in today’s marketplace, so promoting the mutual aspect of your company to existing and prospective policyholders has value. In this session, Brent Bahler will discuss how mutual insurance companies are different and explain NAMIC’s efforts to shape the public’s opinion of mutual insurance companies.

    Brent Bahler
    Vice President – Public Affairs
    Indianapolis, Ind.

  3. Project Leadership Session: Dealing with Difficult People
    Understanding difficult people makes them less frustrating. This session will concentrate on techniques for dealing with the challenging people that we often face. The session will provide insights into why difficult people do what they do and techniques to use to manage them.

    Kerry Lucas
    Fred Pryor Seminar Series

  4. Idea Lab: Smart Phone Success and Terrific Tablets - Getting More Productivity from Your Devices
    Get organized and maximize your efficiency by learning the latest smartphone tips and tools during this interactive session.

    Randall Dean, MBA
    Author and Trainer
    Randall Dean Consulting and Training, LLC
    East Lansing, Mich.

9:45 - 10:15 a.m.

Networking Break in Exhibit Hall

10:15 - 11:30 a.m.

Concurrent Sessions

  1. Fraudulent Claims – Wind, Hail, and Third-Party Involvement
    Join this session for a discussion that will include methods for fighting abuses in the claims process with an eye toward identifying suspect claims. James Cole will first focus on the recent increase of hail and wind claims with special consideration on the marketing techniques of unscrupulous contractors. Second, he will discuss the problems that can be associated with some public adjuster-represented claims, including issues involving destructive tear out, referral fees, and estimate inflation.

    James H. Cole
    Chair, Fraud/Special Investigation Practice Group
    Marshall Dennehey Warner Coleman Goggin
    Doylestown, Pa.

  2. Catastrophe Reinsurance: Lessons for Claims Professionals
    During this session, you will learn the key terms of reinsurance contracts, what information reinsurers need from carriers, and why they need that information. You will also explore what services reinsurers can provide and discuss the recent developments in reinsurance and the impact that natural catastrophes have on the relationships between cedents and reinsurers.

    Douglas Dixon, J.D., CPCU, AIC, ARe
    Senior Claims Manager
    Swiss Re America Corporation
    Overland Park, Kansas

    Anne Wilson, J.D. ARe
    Claims Expert
    Swiss Re America Corporation
    Overland Park, Kansas

  3. Predictive Analysis: Changing the Existing Paradigm and Replacing Managed Auto Property Repairs
    Join Derrick Garza and Doug Kelly for a discussion about the recent innovations in “big data,” a definition of the existing paradigm, industry issues and threats, smart analytics for estimating, and methods to level the playing field.

    Derrick Garza
    Director, Insurance Accounts
    Katy, Texas

    Doug Kelly
    Anaheim, Calif.

  4. Idea Lab: Taming the E-mail Beast: Managing the Mess of E-mail Overload
    Do you want to get control of the email “beast.” This session will help you finally feel on top of your email and related activities rather than feeling as if they are on top of you.

    Randall Dean, MBA
    Author and Trainer
    Randall Dean Consulting and Training, LLC
    East Lansing, Mich.

11:30 a.m. - 12:45 p.m.

Lunch and Raffles in the Exhibit Hall

12:45 - 2:00 p.m.

Concurrent Sessions

  1. Identifying and Addressing Bodily Injury Fraud Issues
    During this session, Scott Gillman will draw upon his 20 years of experience to explore schemes, from staged accidents to various types of medical provider fraud, used by cheats to amass and submit fraudulent medical bills. Scott will also review regulatory and statutory tools that can help combat these situations.

    J. Scott Gillman, Esq.
    Condon & Cook, LLC
    Chicago, Ill.

  2. Improving Internal Communications: Impact on Workflow Prioritization and Organization
    In today’s electronic environment, claims operations often become so overwhelmed with incoming and outgoing internal communication that they become increasingly difficult to manage and prioritize. Innovative companies recognize that analyzing systems, workflow, and processes can provide a foundation to review communication processes in order to establish best practices to facilitate efficiency.

    Steve Murphy
    Principal Consultant
    The Nolan Company
    Dallas, Texas

  3. Project Leadership Session: Employee Engagement
    In any relationship business, human talent can be the biggest asset or most crippling liability. Getting great people is hard enough; keeping them engaged once they are in the door can be equally challenging. In this session, managers will learn three keys to engaging and retaining talent.

    Tom Meier
    Equis Consulting
    Indianapolis, Ind.

  4. Idea Lab: Time Management in “the Cloud” - Using Google Apps for Time, Life, Work, Project, and Email Management
    During this session you will explore the capabilities of productivity applications and seriously consider "leaping to the cloud,” which can reduce your costs, work on any computer platform, and connect you from anywhere.

    Randall Dean, MBA
    Author and Trainer
    Randall Dean Consulting and Training, LLC
    East Lansing, Mich.

2:00 - 2:20 p.m.

Networking Break

2:20 - 3:35 p.m.

Concurrent Sessions

  1. Medicare Watch List: Preparing for New Medicare Laws, Regulations & Policies and What They Mean to Every Day Claims Practices
    A new era of Medicare compliance has arrived. New policies and regulations from the Centers for Medicare & Medicaid Services and the SMART Act are directly impacting everyday compliance practices. In addition, future proposals could further change Medicare Secondary Payer compliance. Mark Popolizio will explain these developments and examine how they are affecting key MSP compliance areas, including Section 111 reporting, conditional payments, Medicare set-asides, and Medicare Advantage plans.

    Mark Popolizio, Esq.
    VP of MSP Compliance & Policy
    ISO Crowe Paradis
    North Reading, Mass.

  2. File Auditing to Improve Performance and Outcomes
    Join Wayne Austin for information about how claim-quality file reviews might identify where organizations are varying from best practices. With a focus on how poor quality claims handling results in leakage, Wayne will review methods to address claim file quality and show how improvements can positively affect the bottom line.

    Wayne Austin
    Claim File Audits
    Hiawassee, Ga.

  3. Customer Experience – A Strategic Differentiator in Claims
    In recent years, the insurance industry has witnessed intensifying competition across every segment of the market. Claims have become a front-and-center issue in this heated battle for market share. Forward-looking insurers are adding higher quality customer experiences to their list of critical outcomes. In this session, Nicole Michaels will explore how to prioritize and enhance customer experience within the claims process as a strategic differentiator.

    Nicole Michaels
    Principal-Insurance Advisory
    Ernst & Young, LLP
    Minneapolis, Minn.

  4. Idea Lab: Dealing with Difficult People in Real Life
    Take this opportunity to experience real-life situations when dealing with challenging and difficult people. Practice the skills to defuse conflict and know how to deal the situation when it happens in your life.

    Kerry Lucas
    Fred Pryor Seminar Series

3:35 - 3:50 p.m.

Networking Break

3:50 - 5:00 p.m.

Concurrent Sessions

  1. Fighting Fraud in a Digital World
    The evolution of our work, our money, our identities, and even our appliances, to a digital, interconnected world offers expanding opportunities for thieves and fraudsters. However, those of us working to prevent theft and fraud also have new tools and techniques within this environment. But where in the sea of data do you find help before you drown? To stay ahead of the game, you need to know the landscape, the behavior, and the data footprint in order to be able to separate the signal from the noise. This session will contain lessons from real case studies where digital assets were used to control loss, investigate theft, and prevent fraud.

    Matt Cullina
    Chief Executive Officer
    IDentity Theft 911
    Scottsdale, Ariz.

  2. Managing External Communications: Customers and Vendors
    Balancing the use of email, telephone, text messages, letters, and social media for communications with customers, vendors, and the general public has become very complex in today’s electronic environment. Claims professionals also work in an environment that requires specific documentation to satisfy company management, regulatory requirements, and legal and customer service departments. The session will help you review systems, workflow, and processes to establish best practices that will facilitate an external communication process that can be effective, consistent, customer-service driven, and compliant.

    Steve Murphy
    Principal Consultant
    The Nolan Company
    Dallas, Texas

  3. Mastering Staff Hiring Through Behavioral Interviewing
    Behavioral-based interviewing is interviewing based on discovering how the interviewee acts in specific employment-related situations. The way a person behaved in the past will predict how a person will behave in the future, i.e. past performance predicts future performance. Join this discussion about an effective and essential skill to master.

    Julie Libutti
    FM Global
    Johnston, R.I.

  4. Idea Lab: Change Management
    Want to gain the skills for coping with change and helping others adapt to the changing world around them? Active skills such as alliance building, commitment alignment, and perception assessment are included in this interactive and enlightening session.

    Tom Meier
    Equis Consulting
    Indianapolis, Ind.

5:00 p.m.

Conference adjourns for the day

6:00 - 9:00 p.m.

Optional Networking Activity: St. Augustine Tour and Dinner
Join a guided bus tour of the nation’s oldest city. Ride through the Fountain of Youth and hear the fable of the Fountain, Ponce de Leon’s discovery of La Florida, and his encounter with the local Timucuan Indians. Other points of interest will include, the most historic and sacred areas of St. Augustine such as the Mission of Nombre de Dios/La Leche Shrine, Castillo de San Marcos National Monument, the beautiful bay front, and many more memorable locations. Following the tour, the group will dine at Barnacle Bills, a local family restaurant since 1981 located in the historic district of St. Augustine. The optional activity fee is $70 and includes: guided bus tour, meal, and gratuity. Alcoholic beverages will be the responsibility of the attendee. Due to the limited number of seats available, this opportunity is not open to exhibitor attendees. This activity is now sold out. Feel free to inquiry about cancellations at the registration desk once you arrive at the Renaissance World Golf Village Resort.

Thursday, February 13

7:30 – 11:00 a.m.


7:30 - 8:30 a.m.


8:30 - 9:30 a.m.

General Session: Hang Up and Drive
Distracted driving because of cell phones has come to the forefront of national discussion in the last several years. Victim-advocate, public speaker, and distracted driving crash survivor, Jacy Good has become a big part of that discussion. She will share her harrowing story using the aid of personal photos, video clips, and her husband, Steve Johnson, who fills in some of the holes of Jacy's injured memory.

Using her thorough training with the National Safety Council, Jacy incorporates the frightening facts and statistics surrounding the distracted driving issue, which is currently the cause of 26 percent of all traffic accidents. Join Jacy in her mission to spread this life-saving message. As inspirational as it is informative, Hang Up and Drive is an important program that shouldn't be missed!

Jacy Good
Hang Up and Drive
White Plains, N.Y.

9:30 - 9:45 a.m.

Networking Break

9:45 - 11:00 a.m.

Project Leadership Session: Stress Management
In the new corporate reality of do more with less, time frames and deadlines get shorter, resources get reduced, and patience gets thinner. Add in the pressures of personal lives and the 24/7 demand of electronic devices and coping with a higher level of stress has become the new normal. One of NAMIC’s most popular speakers, Tom Meier will close the conference with some much-needed advice on how to cope with today’s pressures.

Tom Meier
Equis Consulting
Indianapolis, Ind.

11:00 a.m.

Conference Concludes

Session Proposals

Interested in speaking at this conference? Submit your session proposal to Amy Thornburg.

Posted: Thursday, April 01, 2010 4:05:57 PM. Modified: Wednesday, January 29, 2014 1:00:14 PM.

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