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


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.

Assistant Vice President, Claims
Auto-Owners 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 seeking tranquility, adventure, or knowledge. Attendees are invited to use this down time to explore the numerous resort activities and enjoy the island environment before the conference kicks off.

Resort Activities | Island Activities

8:00 - 11:00 a.m.

Optional Activity: Golf Tee Times | $105 per person, plus clubs if needed
Start your conference and networking experience with a casual nine holes of golf with colleagues. The Oak Marsh Golf Course, one of the truly classic Pete Dye-designed golf courses, is noted for its tight fairways and small greens that meander along serpentine salt marsh creeks and through the moss-draped heritage oaks for which Amelia Island is famous.

Reserved foursome tee times start at 8:00 a.m., which allows play to complete in time for participants to attend the conference’s opening session at 1:00 p.m., even in the case of a frost delay. The cost includes green fee, golf cart, and breakfast items. This optional activity follows the NAMIC registration cancellation policy. Please send foursome requests to events@namic.org.

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We are pleased to offer this activity to allow for networking with other conference attendees as well as for your convenience and ease in planning your visit; however, we recognize the cost associated with this event-organized activity may be higher than if you were to complete the activity on your own. We encourage you to visit the resort concierge if you would like to plan an individual activity.

Liability: Golfers will assume all responsibility for any damage to or loss of course equipment or personal property.

Weather: Play may commence in rain and will only be stopped or cancelled if course staff deems conditions too dangerous for the players or the grounds. Play may also be paused while weather passes, which is not considered a cancellation.

This activity is subject to maximum and minimum numbers of participants. If the minimum is not met, participants will be contacted and optional activity fees will be refunded. The NAMIC registration cancellation policy applies to this activity.

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 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, 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 48 people.

Adam Boesen, M.A.
Boesen Litigation Consulting

Julie Boesen, Ph.D.
Boesen Litigation Consulting

This activity is subject to maximum and minimum numbers of participants.

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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
Positive Psychology 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

7:00 p.m.

Meet to Eat | Verandah
Join a small group of peers for a relaxing meal at Verandah and enjoy fresh, traditional seafood in a relaxing setting. Delivering the flavors of the local Atlantic Ocean and neighboring farmers directly to your plate, the chefs' dedication to the finest local ingredients guarantees that what's fresh is what's for dinner. Entrees range from $30 to $40 and each individual is responsible for his or her own bill at the conclusion of dinner, which may include a standard gratuity. Participants should gather in the lobby of the Omni by 7:00 p.m. to walk together to the restaurant.

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Meet to Eat | Bob’s Steak & Chop House
Join a small group of peers at Bob's Steak & Chop House, where dinner isn't just a meal, it's an experience with a lively atmosphere and simple elegance. Bob's offers prime steaks, chops and seafood served by a friendly and knowledgeable staff. Entrees range from $40 to $60 and each individual is responsible for his or her own bill at the conclusion of dinner, which may include a standard gratuity. Participants should gather in the lobby of the Omni by 7:00 p.m. to ride the hotel shuttle to the restaurant.

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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.

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.

Educational 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
    Vice President, 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 Jr.
    Doyen Sebesta & Poelma, LLLP

  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
    Vice President, Claims
    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.

Educational 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.

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

    Robert Zelms
    Manning & Kass, Ellrod, Ramirez, Trester, LLP

  2. Fraud Detection Using Technology: Lessons Learned From Real Life
    Carriers are being continually challenged to optimize the claims handling and settlement process. The ultimate end goal is straight-through processing in automating workflows and paying claims. However, this approach can present challenges with special investigation units’ strategies. The key is to align a multi-functional team with an outcome that allows claims leadership to understand the investment and SIU leaders to serve as the subject matter experts.

    Jim Hulett
    Vice President, Product Innovation
    Verisk Claims Solutions

    Jeff Lieberman
    Director of Anti-Fraud and Recovery
    Central Mutual Insurance Company

    Deborah Zawisza
    Vice President, Research and Consulting

  3. 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

  4. Succession Planning: Keys to Developing and Retaining Talent
    This interactive session will demonstrate the value and ease of implementing a practical approach to succession planning at all levels of an organization. Participants will learn how to assess the strengths of all associates and their opportunities for development while identifying talent gaps in their organizations. The session will also identify the key tools and strategies participants can use to develop and retain talent and ultimately create an ongoing succession planning process for their companies.

    Maury Hennessy, SCLA, CSAM
    Senior Search Consultant
    The Carlisle Group

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


12:45 - 1:45 p.m.

Educational Sessions

  1. System Transformations: A Panel Discussion
    Internal discussions about system transformations can cause hope, relief, energy, anxiety, stress, and frustrations. If your company has not completed a systems transformation, it’s likely its somewhere on the spectrum between initial discussions and wading through the deep end. Join this session to learn from peers who have system changes in their rear-view mirrors, who are in the middle of the process, and who may only be at the starting line.

    R. Christopher Haines | Moderator
    President and CEO
    Marias Technology

    Robert Bowers
    Chief Claims Officer

    Ken Bunn
    Assistant Vice President, Claims
    Builders Mutual Insurance Company

    Wayne Gearhart
    Assistant Vice President, Claims
    Harford Mutual Insurance Company

    Sommer Joslin
    Senior Claims Automation and Process Manager
    Society Insurance

  2. The Use of Cameras in Insurance Claims Investigations
    From the perspectives of a fraud investigator and a fraud attorney, this session will review the essential aspects of video camera footage usage in claims investigations. United States and Canadian perspectives will be explored, and content will include information on remotely operated stationary cameras, investigator surveillance techniques, strategies to obtain video recordings, chain-of-custody issues, and privacy and compliance concerns as well as case studies examples. The accessibility of widely growing personally held content such as home security camera video and dash cams will also be discussed.

    Roy A. Mura
    Managing Member
    Mura & Storm, PLLC

    Mario Pecoraro
    President and CEO
    Alliance Risk Group Inc.

  3. 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

  4. 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.

    David Pieffer
    Vice President, Head of the Property and Casualty Insurance Practice
    J.D. Power

    Kyle Schmitt
    Vice President and Global Managing Director
    J.D. Power

1:45 - 2:15 p.m.

Dessert Reception and Claims Game Prize Announcement

2:15 - 5:00 p.m.

Ballroom Exhibits Close and Ballroom Exhibitors Dismantle

2:15 - 3:15 p.m.

Educational 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
    Assistant Vice President, 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. Innovation Rotation – A Process That Works: A Hands-On Workshop

    **Due to the workshop structure, this session will be two hours in duration and will conclude at 4:15 p.m.**

    Join this hands-on workshop where you’ll work in small groups to practice a process that is deeply rooted in design-thinking concepts and teaches methods comparable to those used by brands known for innovation, including Pixar Animation Studios. Teams will develop solutions for four relevant business problems while rotating through the phases of innovation: ideation, build out, prototype, and presentation. Participants will leave the session with a playbook to execute with their teams back in the office.

    Because of the small-group work during the session, the seating in the session room will be limited to 40 people. If you wish to attend, please report to the room immediately after the dessert reception concludes.   

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

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

  4. 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 seeking tranquility, adventure, or knowledge. Attendees are invited to use this down time to explore the numerous resort activities and enjoy the island environment after a busy conference day.

Resort Activities | Island Activities

Thursday, February 13, 2020
7:30 - 11:30 a.m.

Event Information Desk

7:30 - 8:30 a.m.


8:45 - 10:00 a.m.

General Session: Embrace Your Awesomeness – It’s All About the People
Knowing that our people are our most valuable assets isn’t enough. We need to fully understand how to empower and inspire them. Brad Montgomery will use humor, stories, music, and other tools to illustrate ways to improve our abilities to meaningfully encourage others. Discover ways to achieve untapped productivity and accuracy while creating and sustaining positivity, optimism, and meaningfulness in others. Focusing on the people side of business not only improves the bottom line, it can be enormously satisfying, inspiring, and sometimes very funny.

Brad Montgomery, CSP
Keynote Speaker
Brad Montgomery Productions

10:00 - 10:15 a.m.

Networking Break

10:15 - 11:30 a.m.

Closing Session: Benchmarking Claims Practices, Productivity, and Innovation: Insights and Peer Discussion
Looking for data on adjuster caseloads? Insights on staffing models and team structures? Expenses per claim? Comparisons of innovation strategies? These are just some of the topics that sparked NAMIC to partner with Ward Group to create the 2020 Claims Practices/Productivity & Innovation Survey. This mutual-focused survey will provide the data needed to better understand claims functions and operations in the industry, develop more efficient staffing and expense benchmarks for claims activity, evaluate the impact of business size on claims costs and practices, and accurately adjust workloads to maximize productivity and results. NAMIC is excited to bring a high-level discussion of survey results and a peer-led discussion regarding the interpretations and impacts to the mutual industry. Regardless if you participated in the survey, the insights shared will not only help guide claims leaders through today’s challenges, they will help these professionals adapt to tomorrow’s disruptions.

The survey opens Oct. 14, 2019 and closes on Dec. 20, 2019.  Reports will be released in mid-January 2020.  More about the Survey?

Jeffrey Rieder, CPA, CPCU, CLU
Aon – Ward Benchmarking

Panel Discussion Participants to be Announced

11:30 a.m.

Conference Concludes with a Goodbye Snack

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. The estimated departure time is noon. The estimated arrival time is 1:00 p.m. Be sure to plan your flight with this timing in mind.

The complimentary 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.

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Julie Bacher
Events Customer Service Coordinator