Print Print | Email Facebook Twitter Share ThisShareThis

NAMIC Claims Conference |February 10-12, 2015 | Phoeniz, Ariz.

Event Contact

Amy Thornburg
Meetings & Exhibits Manager

Stacy Johnson

Stacy Johnson
Sponsorship & Exhibit Show Coordinator


Subject to change without notice

Tuesday, February 10, 2015

6:30 – 10:30 a.m.

Optional Activity: Sunrise Hike
Get to know your fellow attendees prior to the conference officially kicking off and experience the majestic Arizona landscape with a guided sunrise hike in the company of expert guide staff. The hike will explore the White Tank Regional Park which possesses a collection of unique desert flora and fauna. The hike will be beginner friendly; however this will be a physical activity. Children 12 years and older are welcome on our tours and all minors must be accompanied by an adult. For any children between 12 and 15 years old, NAMIC must be informed of their ages no less than 14 days prior to the hike.

The bus will depart the WigWam at 6:30 a.m. on Tuesday, February 10 for a thirty minute ride out to the White Tank Regional Park. Park entrance fees, power bars and similar snacks, and beverages will be provided. During the ride, a hiking guide will educate you on desert hiking safety, offer tips on staying comfortable, and oversee the completion of a liability release form. Hikers should wear clothing appropriate for the weather (average low temperature is 50 degrees, average high temperature is 75 degrees, layers are recommended) and athletic closed toed shoes. Hikers should also bring the following if desired; sunglasses, sunscreen, camera, medications, lip balm, and a hat. Guides will be equipped with radio/cell phone, first aid kit, as well as extra water. The activity will commence rain or shine unless conditions are unsafe.

Optional Activity Fee for the Sunrise Hike: $95
Please note this activity requires a minimum of 10 participants and is limited to 29 participants. Activity fees will be refunded via original payment method should the minimum not be met by seven days out from the activity.

9:00 a.m. – 6:15 p.m.


11:30 a.m. – 1:00 p.m.

Find New Solutions in the Exhibit Hall

1:00 – 2:30 p.m.

Welcome and Keynote Address: The Changing Role of Claims Professionals
New risks, new technologies, and new customer expectations mean claims professionals’ jobs are changing and doing so at rapid pace. With more than 30 years of experience in the insurance industry, Carl Van has witnessed these changes and has worked to help other insurance professionals learn how to adapt to these changes and succeed. Carl joins the 2015 NAMIC Claims Conference to discuss the current happenings in the claims industry and provide tips to make the claims function run more smoothly while meeting customer expectations. Carl will also offer real-world advice when it comes to managing time in this 24/7 world and reducing the dreaded “voice mail multiplier.”

Carl Van
President & CEO
International Insurance Institute
Gretna, La.

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
Enjoy a tequila tasting and salsa bar!

6:15 p.m.

Conference adjourns for the day

6:30 p.m.

Optional Activity: Shuttle to the Westgate Entertainment District
Join your fellow attendees for a night out at the popular Westgate Entertainment District. This area is adjacent to the University of Phoenix Stadium, home to the Arizona Cardinals, and will be buzzing from hosting the 2015 Superbowl the week before the NAMIC Claims Conference. The area delivers an interactive shopping, dining and entertainment experience. You are invited to explore the area on your own for the evening. You could take in a movie at the 20-screen AMC Theater, enjoy dinner at one of the 22 restaurants, or pick up the free shuttle (offered by the shopping center) to the Tanger Outlets shopping center located right nearby. Full details on the area can be found at

NAMIC has arranged for an exclusive shuttle for Claims Conference attendees at a very nominal fee which will begin service at 6:30 p.m. on Tuesday, February 10th. The shuttle will depart the WigWam Resort every thirty minutes until 8:00 p.m. on the following schedule 6:30 p.m., 7:00 p.m., 7:30 p.m., and 8:00 p.m. The shuttles will drop attendees off at a designated area within Westgate Entertainment District. The drop off location will also serve as the pick-up point for the shuttle back to the WigWam Resort. Return shuttle service will begin at 8:00 p.m. and will depart the Westgate Entertainment District every thirty minutes on the following schedule 8:00 p.m., 8:30 p.m., 9:00 p.m., 9:30 p.m., and 10:00 p.m. Please note that shuttle service is subject to traffic delays and transportation after 10:00 p.m. is not guaranteed. The activity is subject to maximum occupancy.

Optional Activity Fee for the Entertainment Shuttle: $15 per person

Wednesday, February 11, 2015

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


7:30 - 8:30 a.m.


8:30 - 9:45 a.m.

Concurrent Sessions

  1. Negotiations Skills for the Claims Professional
    During this session, Carl will highlight five maxims for negotiating success which can help guide the claims professional to more successful outcomes. Advice on how to “stay within your conversation“ and tips for negotiating with an attorney will also be included.

    Carl Van
    Author and Speaker
    Gretna, La.

  2. Bad Faith – A Review of the Top 10 Recent Bad Faith Cases
    The evolution of bad faith insurance laws across the country continues to be a hot topic for insurers. This session will review recent noteworthy decisions from courts across the United States and highlight developing trends. Attendees will also learn more about tactics used to setup a bad faith claim.

    Johanna W. Clark
    Carlton Fields Jorden Burt
    Orlando, Fla.

    Paul L. Nettleton
    Carlton Fields Jorden Burt
    Miami, Fla.

  3. Emerging Farm Technology
    Gone are the days when all a farmer needed was a tractor and plow. Farmers are embracing the advantages of modern technology. From basic GPS, smartphone technology and automated milking parlors to ISOBUS, RTK positioning, and telemetrics, farming technology has advanced well past its humble history. Renewable energy installations, such as solar and wind power, are also prevalent and offer unique challenges. As a claims professional, it's important to be aware of these risks and understand the potential exposure. In this session, we'll discuss these technologies, how farmers are utilizing them, and the potential impact on the insurance industry.

  4. Idea Lab Session: Five-Minute Pitch Session
    Let technology, partnerships, and solutions come to you during this face-paced “pitch” session. Maximize your time at the Claims Conference and learn about the variety of products and services available to you as a selected group of sponsor and/or exhibitor companies have five-minutes each to give their “pitch” to the audience. Within 75 minutes, you can hear about the latest in technologies, services, and products without the pressure of having to making a purchasing decision and without leaving your chair!

9:45 - 10:15 a.m.

Networking Break

10:15 - 11:30 a.m.

Concurrent Sessions

  1. Streamlining Claims and Engaging Policyholders with Mobile Technologies
    Smartphones and other mobile devices allow for rich data collection which can streamline the claims process, reduce cycle time, and increase client satisfaction. This session will identify the leading tools and how those tools are being deployed within the insurance industry to benefit everyone involved. The session will also examine the next generation of technologies and applications that will change the way that consumers engaged in the claims and restoration process.

    Jonathan Kost
    Chief Strategy Officer
    Symbility Solutions
    Toronto, Ont.

  2. Analyzing Premises Liability Claims and Litigation
    This session will offer a practical, organized approach to handling the rapidly evolving world of premises liability law. With a focus on a comprehensive methodology for analyzing premise liability claims regardless of jurisdiction, the session will help claims professionals facilitate a preliminary, but solid, assessment of liability exposure and help to identify the issues that require additional attention during the claims investigation or discovery process in order to further refine the risk analysis. Trends in premises liability litigation will be discussed, as well as best practices for minimizing exposure to property owners and possessors involved litigation.

    Bradford S. Purcell
    Purcell & Wardrope
    Chicago, Ill.

  3. More Than Claims Auditing: Improve Best Practices, Enforce Performance Measures and Maintain Employee Morale
    Join this session to learn the areas of focus for a claims audit process through a review of the industry’s best practices. Determine if your claims file audit process is in balance with your department’s key performance measures and once the audit process is set in place, discover how to create an effective relationship between auditors, adjusters, and management. The topic will also include advice on closing the loop between audit results and training.

  4. Idea Lab Session: Speed Networking
    Take part in the newest session offering at the NAMIC Claims Conference and participate in Speed Networking. During this session you will be able to meet and briefly chat with other attendees one-on-one in a structured environment for a set interval of time. Once the interval is up, you will move on to the next person and so-on during the session. This type of facilitated networking eliminates the stress of meeting strangers and allows you to connect with more people in a short amount of time. It will also provide stronger peer connections for the remainder of the conference and back at the office. Be sure to bring lots of business cards to this session! This session is by invitation only and open to direct writers, NAMIC members, and invited attendees.

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


12:45 - 2:00 p.m.

Concurrent Sessions

  1. Effectively Using Social Media in the Investigation and Litigation of Insurance Claims
    Is social media a passing fad or one of the largest cultural shifts in world history? The answer may take centuries to sort out, but for a fact social media is “on fire” and you can get burned! Attend this session to learn what the risks are, steps to avoid risk, and practical ways to utilize social media effectively in the investigation and litigation of insurance claims. Discussion will include how to properly search for data while protecting your company, how to secure access to relevant data through litigation discovery, and how to present social media evidence in the courtroom. You will leave this session with a new appreciation of social media in our society and its role in our profession.

    Matthew J. Smith, Esq.
    Smith, Rolfes & Skavdahl Company, L.P.A.
    Cincinnati, Ohio

  2. The Life Cycle of the Adjuster- At the Beginning
    Learning the in’s and out’s of insurance adjusting is a difficult and often lengthy process. However, in today’s competitive environment, successful claims managers need to quickly prepare and train new adjusters. In this session, attendees will explore techniques to speed up the learning process for newly hired claim practitioners and discuss strategies that will assist supervisors to be more effective in and supportive of training.

    Elise M. Farnham, CPCU, AIM, ARM, CPIW
    Illumine Consulting
    Grantville, Ga.

  3. Managing Your Emotions Under Pressure
    Claim professionals today are dealing with reduced resources, bosses who impose aggressive deadlines, policyholders who have unreasonable expectations, and families who demand work-life balance. It’s enough to make any calm, sane person crack under the pressure. Learn the critical skill of managing your emotional state and choosing your response in the face of increasing pressure.

    Tom Meier
    Equis Consulting
    Indianapolis, Ind.

  4. Idea Lab: Candid Conversations that Drive Results
    Stepping up and having a difficult conversation is no easy task. It’s uncomfortable, stressful and certainly no fun. But if we choose to not say anything, the issue is likely to not get better and potentially even get worse. This program focuses on how to effectively engage in open, meaningful dialogue which will help us more fully understand one another and achieve enhanced, more productive and positive relationships. Learn to share tough messages in a way that maximizes candor and minimizes defensiveness, using six powerfully effective strategies.

    Tracy Butz
    Think Impact Solutions
    Menasha, Wis.

2:00 - 2:20 p.m.

Networking Break

2:20 - 3:35 p.m.

Concurrent Sessions

  1. Adjuster Safety- Development of a Field Safety Program
    Join this session for a discussion about adjuster safety and learn strategies to developing a program or tactics to evaluate a current program. Topics will include internal resources which can help build a program, internal controls on program compliance, and discussion about the balance between the level of risk required to run operations and a safety program. Also, included in the session will be a case-study of an example from the field.

    William Galonski
    Grange Insurance
    AVP of Property Claims & SIU
    Columbus, Ohio

  2. Successfully Managing the Post-Negotiated Risk & ADR
    Join this session to gain insight into Alternative Dispute Resolution (ADR) and explore this crucial tool in the risk disposal process. With seasoned mediators and arbitrators leading the way, participants will explore discovery reduction tactics, the use of case specific medical reviews, how to properly prepare a case for an ADR session, and best practices for ADR, including what you should do and not to do achieve the best results.

    Hon. Jerome Orbach, (Ret.)
    ADR Systems
    Chicago, Ill.

    Karin L. Bogenschneider, CPCU, AIC
    Claims Manager
    West Bend Mutual Insurance Company
    West Bend, Wis.

  3. Crash Avoidance, Autonomous Vehicles, and the Future of Auto Insurance
    The press has highly publicized the arrival of autonomous vehicles and crash avoidance systems that are available on a number of vehicles being sold today. In fact, Google™ claimed that we will all be driving autonomous vehicles in five years. Attend this session for a discussion about crash avoidance systems, a look at the real-world claims data on the how the systems are performing, and the implications for the future. Topics will also include the likely adoption curve for crash avoidance features, the future of vehicles, and how these developments may impact auto insurance.

    Kim Hazelbaker
    Senior Vice President
    Highway Loss Data Institute
    Arlington, Va.

  4. Idea Lab: Gamification – The Newest Tool in Training
    Join the session for an interactive discussion about how games can help increase the speed which people learn and improve the comprehension level of the learners. The gamification could also have a significant positive impact on the future of adjuster training and the content of the session will focus on ideas on improving adjuster training methods.

    Elise M. Farnham, CPCU, AIM, ARM, CPIW
    Illumine Consulting
    Grantville, Ga.

6:00 p.m.

Optional Networking Activity: Meet-to-Eat, Chef’s Table at Litchfield’s
One of the best restaurants in the area, Litchfield's restaurant at the Wigwam offers a menu crafted from farm-to-table and locally sourced produce. Join your peers for a unique dining experience and gather at a large communal farm table for an entertaining, interactive experience where Chef de Cuisine Chris Knouse shares his talents and insights as he creates culinary masterpieces using a cooking fireplace. Guests will enjoy a four course meal which includes your choice of selected entrees (chicken, beef, or salmon). The activity is limited to 20 guests.

Optional Activity Fee for the Meet-to-Eat: Meal price is $58 plus your choice of beverages, tax, and gratuity. Each guest will pay their own dinner bill at conclusion of the meal.

8:30 - 9:30 p.m.

Evening Reception
Meet us under the stars by the fire pit to enjoy s’mores, cigars, and brews along with your fellow attendees. Have a little fun before wrapping up an inspired day of learning and connecting. Sponsored by Your House Counsel®.

Thursday, February 12, 2015

8:00 – 11:15 a.m.


8:30 - 10:00 a.m.

Breakfast Session: Conquer the Chaos! Stress Less & Achieve More
Do you feel overworked and overly stressed? Is there never enough time to achieve all that you want to do? Do you find it hard to balance all the demands of work and home life, let alone find time for yourself? Then you need to discover how to conquer the chaos in both your professional and personal lives.

Effectively managing our time is essential for success! Rather than spend each day in a frenzy of activity reacting to crisis after crisis, learn skillful strategies to get more done. Discover how to set clearly defined goals, effectively plan and prioritize tasks, tackle procrastination, avoid unnecessary stress, organize your workspace, control interruptions, learn to say no, delegate without dumping, and so much more. Discover how to stress less and achieve more and watch both your stress decline and personal productivity soar!

Tracy Butz
Think Impact Solutions
Menasha, Wis.

10:00 - 10:15 a.m.

Networking Break

10:15 - 11:15 a.m.

General Session: Measuring Customer Satisfaction
Filing an insurance claim is a critical moment of truth that shapes a customer’s overall perception of their insurer. Often, this is the first time the customer truly becomes familiar with their insurance policy. A customer’s experience during this time can solidify a customer’s relationship with a carrier or undermine customer satisfaction increasing the likelihood that the customer may consider switching carriers in the future. During this session, you will learn what customers have identified as best practices in the claims process based on J.D. Power’s industry benchmark studies.

Jeremy Bowler
Senior Director, Insurance Practice Lead
J.D. Power and Associates
Troy, Mich.

11:15 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: Monday, January 26, 2015 3:37:50 PM.

317.875.5250 - Indianapolis  |  202.628.1558 - Washington, D.C.

NAMIC | Where the future of insurance has its voice TM