Feb 11 - 13, 2020 | Amelia Island, Fla.


It was good to hear that other insurers experience the same frustrations and issues that we encounter.

Laurie Parsons
Director of Claims
Associated Industries of Massachusetts Mutual Insurance Company

Make Sure Your Travel Plans Include the Going Home Shuttle!
We are pleased to provide complimentary coach bus service to the Jacksonville International Airport after the conclusion of the conference on February 13, 2020. See the full details within the Thursday schedule below!

Tuesday, February 11, 2020
7:00 a.m. - 6:15 p.m.

Event Information Desk: Badge and Materials Pick-Up

7:00 a.m. - 12:00 p.m.

Explore and Enjoy
The Omni Amelia Island Plantation Resort has plenty to offer every kind of traveler, whether you are seeking tranquility, adventure, or knowledge. Attendees are invited to use this time to explore the numerous resort activities and enjoy the island environment before the conference kick off.

Resort Activities | Island Activities

8:00 - 11:00 a.m.

Optional Activity: Golf Activity | Price to be Announced
Start your conference and networking experience with a causal nine holes of golf with colleagues. The details are still being planned, so check back for the details, but you won’t want to schedule your travel without being aware of the timing.

8:00 a.m. - 1:00 p.m.

Exhibitor Set Up

9:30 a.m. - 12:30 p.m.

Experiential Learning: Incorporating Jury Psychology into Case Evaluations
Predicting juror behavior is both an art and a science, but all too often the science is less than ideal. This interactive experience will offer participants the opportunity to hear a real-life case, participate in small group discussions, learn about jury psychology and behavior, and compare their assessments to actual juror outcomes. Attendees will gain knowledge on jury psychology, the factors that most impact juror decisions, and strategies to enhance existing litigation risk and case valuation. The group will also enjoy a delicious lunch before the session concludes.

Due to the highly interactive nature of the session, participation is limited to 36 people.

Adam Boesen
Managing Director
Courtroom Sciences

This activity is subject to maximum and minimum numbers of participants.
The activity will commence rain or shine, in any temperature, unless the organization deems conditions unsafe.

1:00 - 2:30 p.m.

Welcome and Keynote Address
Mindful in the Chaos: How to Find and Maintain Peace When You Can't Control the Circumstances

Multiple studies have proven the negative emotional and physical side effects caused by living with a heightened sense of stress. But when the very nature of your profession includes managing catastrophes, delivering unpleasant news, and interacting with people during emergencies, you must be able to find the peace among the chaos.

This session is for those who need to focus and achieve balance in their daily lives while still meeting the demands of a high-stress job. After a walkthrough of the powerful practice of mindfulness, participants will learn about the benefits of this skill and explore three ways to use it in those all-too-common moments of stress.

Kendra Davies
Owner and Coach
Stellar Life Coaching

2:30 - 3:30 p.m.

Networking Break and Grand Opening of the Exhibit Hall

3:30 - 5:30 p.m.

Peer-to-Peer Learning | Roundtable Discussions

5:30 – 6:30 p.m.

Networking Reception

6:30 p.m.

Conference Adjourns for the Day

Wednesday, February 12, 2020
7:30 a.m. - 3:15 p.m.

Event Information Desk

7:30 - 8:30 a.m.

Networking Breakfast

8:30 - 9:30 a.m.

Concurrent Sessions

  1. Rebooting the Medicare Set Aside Program
    This presentation will illustrate how recent Medicare Set Asides and Medicare Secondary Payer policy adjustments impact organizational compliance, claims handling, and case resolution. It will place heavy emphasis on MSAs, but it will also cover key developments in conditional payments –think Medicare liens – and their impacts. Attendees will also receive claims handling and compliance checklists to ensure their organizations have the tools to comply with the law, regulations, and policies at macro- and micro- levels.

    Martin Cassavoy
    VP, Medicare Secondary Payer Compliance
    ExamWorks Clinical Solutions

  2. Subrogation – Best Practices, Fresh Ideas
    Subrogation has long been a critical component of the loss adjustment process, but the aggressive pursuit of subrogation has become increasingly important in the ever-changing insurance environment. Join this session for a review of best practices and fresh ideas for this critical component of the claims profession. Learn how to retrain yourself and your team to think about subrogation first. Attendees will also review tactics to manage subrogation costs.

    Randall Poelma
    Doyen Sebesta

  3. Claims Trends
    Join this session for a discussion of casualty claims trends, including industry loss data, case examples, and emerging claims trends. Also included in the session will be a discussion of current issues that confront the industry and possible solutions for them.

    Paul Kelejian
    Claims Executive
    Gen Re

  4. Remote Workforce: Management and Benefits
    Competition for talent, affordable technology, and the evolution of the workforce allow organizations to solve staffing challenges through a remote workforce. Remote staffing can bring challenges as well as benefits. This session will share valuable insights and research and provide managers with the tools to conquer the fight to recruit and retain top talent.

    Stefanie Thiel, SHRM-SCP
    Vice President, CHRO
    United Heritage Insurance

9:30 - 10:15 a.m.

Networking Break

10:15 - 11:15 a.m.

Concurrent Sessions

  1. Eliminating the Headache: Traumatic Brain Injury Claims
    With growing public awareness of traumatic brain injuries, the injury claims are increasing in slip-and-fall incidents as well as minor traffic accidents. After a brief introduction to the history and science of TBI, this session will focus on the effective investigation of TBI claims, strategies for defense, and reviews of significant cases.

    Sevan Gobel
    Manning & Kass, Ellrod, Ramirez, Trester, LLP

    Jeffrey Lenkov
    Manning & Kass, Ellrod, Ramirez, Trester, LLP

  2. Bad Faith: Recent Developments and Best Practices
    "Breach of the duty of good faith and fair dealing" is a very familiar refrain in civil bad-faith litigation in the United States. States, some federal districts, and several territories each have unique views on addressing the assertion. This session will discuss details on how various jurisdictions consider the assertion, provide the tools to protect against the assertion, and help guard against disgruntled insureds and policyholder counsel.

    Joseph Nicholas Jr.
    President and Managing Partner
    Mazanec, Raskin & Ryder Company, LPA

11:15 a.m. - 12:45 p.m.


12:45 - 1:45 p.m.

Concurrent Sessions

  1. Optimizing the Claims Experience: Using Customer Feedback to Improve Processes
    When measuring customer experience, carriers must ensure that their programs capture some essential data so that those insights are tied to an operations-and-technology view. In this session, attendees will learn how measurement methods combined with real time-data and analytics capabilities can provide carriers with an end-to-end view of the claims experience and themselves.

    Kyle Schmitt
    J.D. Power
    Managing Director

  2. Developing a Culture of Innovation: Six Principals to Employ
    In 2017, Grange Insurance won an industry award for its program to develop a company-wide culture of innovation. This session shares how Grange shifted its culture and what methods the audience can use to effectively create innovative solutions to challenging business problems.

    Kyle Krumlauf, MBA, CPCU, ARM
    Innovation Consultant
    Grange Insurance

    Jeffrey Sheen Ph.D., Technical Fellow
    Innovation Consultant
    Grange Insurance

1:45 - 2:15 p.m.

Dessert Reception

2:15 - 5:00 p.m.

Exhibit Hall Closes and Exhibitors Dismantle

2:15 - 3:15 p.m.

Concurrent Sessions

  1. Social Media Investigations
    Insurance fraud continues to be a significant problem. and carriers need to embrace technology to combat the fraudsters. This session will review the advances in technology employed by fraudsters as well as those fighting against it, with a focus on social networking and information available to the public. Additionally, the content will empower attendees to become familiar with terms such as the "deep web” and the “dark web" as well as nefarious online resources that can be sources for phony receipts, salary confirmations, or other common documents.

    Douglas Osborne
    AVP Special Investigation Unit

  2. Changing Weather and Climate: The Insurance Impact
    Every insurance company will be affected by disaster trends caused by a changing climate. Join this interactive presentation for a discussion of high-impact weather and disaster trends, insights into weather disaster history, and predictions for the future impacts to society and the insurance industry.

    Pete Wolf
    Science and Operations Officer
    NOAA/National Weather Service

  3. The Sharing Economy: Implications for the Insurance Industry
    The sharing economy presents an exciting business opportunity for motivated insurers, but it may create troubles for policyholders when claims arise. Leading insurers are embracing the new ideas and service models that have developed because of the sharing economy. Embracing these ideas can transform what many carriers have viewed as a threat into an innovation driver.

    Paul Kovacs
    Executive Director

3:15 p.m.

Conference Adjourns for the Day

4:00 p.m.

Explore and Enjoy
The Omni Amelia Island Plantation Resort has plenty to offer every kind of traveler, whether you are seeking tranquility, adventure, or knowledge. Attendees are invited to use this time to explore the numerous resort activities and enjoy the island environment before the conference kick off.

Resort Activities | Island Activities

Thursday, February 13, 2020
8:00 - 11:30 a.m.

Event Information Desk

8:00 - 9:00 a.m.


9:00 - 10:15 a.m.

Morning Session to be Announced

10:15 - 10:30 a.m.

Networking Break

10:30 - 11:30 a.m.

Benchmarking Claims Practices and Productivity Survey Results and Peer Discussion

11:30 a.m.

Conference Concludes with a Goodbye Snack Bar

12:00 p.m.

Going Home Shuttle Departure
Finish the conference on a high note and let us take the stress out of getting back to the Jacksonville International Airport! We are pleased to provide complimentary coach bus service to the airport after the conclusion of the conference. Departure is estimated at 12:00 p.m. and estimated arrival at the airport will be 1:00 p.m. Be sure to plan your flight with this timing in mind!

The service is open to all registered attendees and registered guests/travel companions. Service can be purchased for unregistered guests/travel companions (those without a conference badge). Pre-registration is required. Please sign up for the shuttle when you register for the conference.

The NAMIC Claims Conference offers presentations and discussions on relevant, meaningful and diverse topics. The presenters are very qualified and insightful. The conference offers attendees the opportunity to learn more about the industry, current trends, and claim handling.

Jake Block
Assistant Vice President, Claims
Auto-Owners Insurance Company


Julie Bacher
Customer Service Coordinator



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