Feb 13 - 15, 2019 | Phoenix, Ariz.


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

Wednesday, February 13, 2019

6:00 – 10:00 a.m.

Optional Activity: Sunrise Hot Air Balloon Experience | $379 per person
Breathtaking. Magical. Awe-inspiring. These are just a few words that have been used to describe Arizona ballooning. As you gently leave the ground, you'll be amazed at how light the balloon feels. During the flight, you will have unobstructed 360-degree views of the desert at dawn, allowing for breathtaking photographs. After the flight, attendees will enjoy a celebratory toast. Join fellow attendees for a unique and memorable experience.

7:30 a.m. – 12:00 p.m. Optional Activity and Box Lunch | Experiential Learning Activity: Customer Service and Auto Repair Innovations |No fee to participate for registered attendees

Join your peers as you learn through seeing and experiencing. This is the newest offering at the conference - a field trip.

Learn from an industry partner that focuses on the cutting edge of customer service and technology. This field trip will visit the Safelite Contact Center in Chandler, Ariz. After touring the center, the group will learn about quality control, see an advanced repair technology demonstration, and discuss the advanced driver assistance safety system recalibration process. Even if you consider yourself a non-auto carrier, this is innovation that you need to be aware of as a claims professional. These processes are the future of auto repair, and auto glass technology will continue to make auto claims increasingly complicated.


  • 7:30 a.m.: Light grab-and-go breakfast items available and transportation ready to accept passengers

  • 8:00 a.m.: Departure for Safelite Chandler Contact Center

  • 9:00 a.m.: Arrival at facility, welcome, and center tour

  • 9:30 a.m.: Never Underestimate the Power of the Personal Experience and the Future of the Customer Service Representative, presented by Brian O’Mara, Senior Vice President, Client Service Delivery

  • 10:15 a.m.: Quality Control, ART Repair Demonstration, ADAS System Recalibration Process Discussion, presented by Shawn McClain, District Manager

  • 10:45 a.m.: Questions and Answers

  • 11:00 a.m.: Depart for WigWam

  • 11:45 a.m. Anticipated arrival at Wigwam and box lunches available

Weather: The activity will commence rain or shine, in any temperature, unless the conditions are deemed unsafe.

Attire: Attire should be suitable for weather conditions at the time of the program. Attendees should be prepared to walk through the facility and keep pace with the group.

This activity is subject to maximum and minimum numbers of participants. If the minimum is not met 15 days prior to the conference, participants will be contacted.

8:00 – 11:00 a.m.

Optional Activity: Golf Outing | $139 per person, plus clubs if needed
The Wigwam is among the Southwest’s last remaining golf resorts built for a pure golf experience. The Wigwam’s three on-site 18-hole championship golf courses offer a diversity that cannot be matched by any other Arizona resort.

Start your conference and networking experience with a casual nine holes of golf on the Wigwam’s Blue Course. The course has been described as the “great contradiction” in that it behaves so very differently from front to backside. Golfers must negotiate perilous bunkers, thirsty ponds, and challenging dog-leg fairways.

9:00 a.m. – 2:00 p.m.

Exhibitor Set Up

9:00 a.m. – 6:15 p.m. Event Information Desk: Badge and Materials Pick-Up
10:00 a.m. - 12:45 p.m.

Optional Activity: Cotton, Heat, and History | $39 per person, plus cost of lunch

In addition to being a favorite conference destination, the Wigwam is a historic resort that has remained a desert oasis as the city of Phoenix developed around it. Most people don’t know that the Wigwam is a direct descendant of Arizona’s early cotton ranching business or that cotton grows quite well in the dry, hot Arizona soil. Join this activity to hear the storied history of the beautiful property and enjoy a delicious casual lunch with peers before the conference kicks off.

1:00 – 2:30 p.m.

Welcome and Keynote Address: Leadership Isn’t for Cowards
We live in an age when it is more challenging to manage all the information, demands, and challenges coming our way. Discover how to block out the noise, stand firm in what you believe, and help those you manage understand what really matters. Do you have the courage to do what it takes?

Join leadership guru Mike Staver, who has a bachelor’s degree in business and a master’s degree in psychology, for honest lessons about focusing on fears, taking decisive action despite those fears, and confronting the realities of being a leader.

2:30 – 3:30 p.m.

Networking Break and Grand Opening of the Exhibit Hall
Find new partnerships during the Grand Opening of the Exhibit Hall.

3:30 – 5:30 p.m.

Peer-to-Peer Learning | Roundtable Discussions
Join other claims professionals in roundtable discussions. 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.

3:30 – 3:35 p.m. — Intro
3:35 – 3:55 p.m. — Ice Breaker Discussion | Discuss topics that are relevant to all claims professionals across company size and product lines.
3:55 – 4:00 p.m. — Transition | Choose a table based on the line of business that you wish to discuss with peers
4:00 – 4:20 p.m. — Lines of Business Discussion
4:20 – 4:25 p.m. — Transition | Choose a table based on the line of business that you wish to discuss with peers
4:25 – 4:45 p.m. — Lines of Business Discussion
4:45 – 4:50 p.m. — Transition | Choose a table based on the specific topics that you wish to discuss with peers
4:50 – 5:10 p.m. — Topic Discussion
5:10 – 5:15 p.m. — Transition | Choose a table based on the specific topics that you wish to discuss with peers
5:15 – 5:30 p.m. — Topic Discussion

5:30 – 6:30 p.m.

Networking Reception
After a full day of conference activities, relax and socialize with a drink and some munchies.

6:30 p.m.

Conference Adjourns for the Day
The evening is open for private events or exploring the area on your own.

Thursday, February 14, 2019
7:30 a.m. – 3:15 p.m.

Event Information Desk

7:30 – 8:30 a.m.

Networking Breakfast
Find your next solution over a cup of coffee and enjoy a breakfast designed to eat as you network.

8:30 – 9:30 a.m.

Concurrent Sessions

  1. The Future of Fraud in the World of Automated Adjusting
    With expert adjusters retiring at unprecedented levels and consumers pushing for instant services, carriers are justifiably rushing toward claims automation — both for low-touch and, eventually, touchless claims. This claims automation is raising the bar of fraud detection for carriers, yet the technology is affording fraudsters new methods to defraud and opportunities to inflate claims. Thankfully, artificial intelligence is rising to the challenge. In this session, we will discuss traditional as well as new challenges in detecting fraud and explore how new data sources and AI techniques can help systematically combat fraud within claims automation.

  2. Claims Excellence: Evolve Beyond Auditing
    What lies beyond claims file auditing? It involves engaging leaders and team members, adopting best practices, eliminating walls and silos between staff, and redefining roles and accountability. In this session, attendees will learn how one organization evolved beyond claims file auditing and how a rebranded audit process led to improved outcomes and an entire culture shift.

    Ron Nott
    Assistant Vice President — Claims
    Grinnell Re
    Grinnell, Iowa

  3. ‘CSI Mystique’: The Impact of Television and Movies on the Claims Investigation and Courtroom Testimony
    Jurors are told reality is different from what they see on TV or movies, but they carry with them decades of media-created expectations into the jury box. Insurance cases rely on attorneys and witnesses from law enforcement, medicine, and investigations with each profession portrayed by media stereotypes and expectations. “CSI” combined these into one of the most successful TV franchises in history. Insurance leaders and those who try cases to juries may lose a case and never know why. The “‘CSI’ Mystique” shows ways to win jury trials by understanding how minds are influenced by factors far beyond the courtroom doors.

    Matthew J. Smith, Esq.
    Insurance Law Services, Inc.
    Washington, D.C

9:30 – 10:15 a.m.

Networking Break
Taking a break is good for the mind and body. Chat with the exhibitors and find your next partnership.

10:15 – 11:15 a.m

Concurrent Sessions

  1. Claims — Straight-Through Processing the Digital Impact
    This session will discuss the way claims processing and adjudication are moving past the narrow application of straight-through processing to more complex levels of claims handling. Through a combination of research and case examples, the session will discuss the technologies that are making this shift possible, impact on carriers, and policyholders.

    James Klotz
    VP, Research and Consulting
    Novarica, Inc.
    Boston, Mass.

  2. Get More Out of Mediation
    No more failed mediations. Join this interactive session to learn what you and your company can do differently with and in mediation so you get value out of every one. Attendees will leave this session with actionable tips from a mediator who used to be them.

    Rachel K. Ehrlich
    Judicate West
    San Francisco, Calif.

  3. Navigating the Bad-Faith Minefield: Claims Handling Challenges in 2019 and Beyond
    This session will provide key case law updates, deliver details on bad-faith trends, and provide practical advice that will help insurers prevent themselves from becoming mired in costly and time-intensive bad-faith suits. The session will include several hypothetical examples, based on real-world issues, that show the dangers insurance companies face.

    John Bond Atkinson
    Atkinson Attorneys At Law
    Miami, Fla.

    Timothy M. Fletcher, JD, CPCU
    Vice President
    General Reinsurance Corporation
    Atlanta, Ga.

  4. D. Sexual Harassment in Business: What Does It Mean for Insurers?
    This session will explore the recent trend in which a famous or powerful person’s sexual misconduct in business is exposed. In fact, the business world has been rocked by the impact of heightened scrutiny and attention to sexual harassment issues. The discussion will include lines of business affected — employment practices liability insurance, directors and officers, commercial general liability, homeowners, and other policies — to identify the complexity of coverage issues, especially intentional acts and entity coverage, in addition to exploration of risk mitigation and underwriting considerations.

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

Enjoy a networking lunch and take a few minutes to connect with a peer, the office, or an exhibitor.

12:45 -1:45 p.m.

Concurrent Sessions

  1. Traumatic Brain Injury: Analyzing Claims
    Mild traumatic brain injuries are frequently seen in litigation. Join this session to learn the categories of TBI and a review of the medical prognosis as outlined within the research literature. This session will provide suggestions on how to evaluate TBI claims, how to document the claims, and how to spot red flags.

    David R. Price, Ph.D.
    President & CEO
    Forensic Network
    Greenville, S.C.

  2. Smart-Home Technology
    Outside of insurance, internet of things is becoming part of everyday life. In fact, the use of household devices to monitor properties is on the rise. With a focus on peril mitigation, this session will provide an update on the landscape of data options for insurers and customer adoption within insurer programs. Discussions will include how insurers can blend IoT into their strategies and provide examples of insurers using IoT devices in their offerings.

1:45 – 2:15 p.m.

Dessert Reception
Enjoy a decadent dessert reception, as you conclude business with the exhibitors. Participate in the exciting exhibitor raffles and learn the winners of the Claims Game. Attendees must be present to win.

2:15 – 5:00 p.m.

Exhibit Hall Closes and Exhibitors Dismantle

2:15 – 3:15 p.m.

Concurrent Sessions

  1. Incidents of Mass Violence: What is the New Normal?
    Sadly, workplace shootings and incidents of mass violence are no longer isolated or rare occurrences. Managers at all levels have a new level of accountability that is forever changing the responsibilities of those who lead individuals. Join this session to learn about the liability regarding workplace violence, ways to assess or advocate your company’s action plan, signs of distress in staff members, and the basics of domestic violence regulations.

  2. Current Medicare Compliance and Political Landscape: Issues, Considerations, and Reform
    Medicare Secondary Payer compliance continues to present several challenges to workers’ compensation and liability claims payers. From CMS’ new CRC recovery policy, Medicare set-asides, and the growing issues involving Medicare Advantage plans, it is crucial that claims professionals understand the issues to reduce risks and settle claims. Join Quincy Enoch and Mark Popolizio as they dissect the issues and examine current Medicare reform proposals to make the system work better.

    Quincy Enoch
    Federal Affairs Director
    Washington, D.C.

    Mark Popolizio
    VP MSP Compliance
    North Reading, Mass.

  3. Liability and Workers’ Compensation Claims Key Performance Indicators – How to Manage Your Claims Operation
    In this session, we will discuss the key performance indicators and metrics that help ensure optimal claims management. With the growing reliance on tools and technology, claims managers at all levels have seemingly limitless options for reports related to claims performance. In addition to reviewing various key metrics – including common pitfalls in the use of certain metrics, we will discuss best practices for managing claim exposures as well as the applications and effectiveness of tools such as system-generated reports, predictive analytics, and tail valuation models. The objective of the session is for attendees to leave with ideas to better measure the success of their liability and workers’ compensation claims operations.

    Christine M. Fleming, J.D., AIC, ACAS, MAAA
    Claims Management Consultant
    Wakefield, Mass.

  4. The Evolution of Performance Management and Feedback
    Understanding expectations and receiving honest feedback are consistently mentioned by employees as necessary success factors in any job. The challenge has been that setting expectations and providing feedback have largely been relegated to a once-a-year conversation known as the dreaded performance review. In fact, the annual appraisal has proven so ineffective that many respected companies have abandoned the process. This session will review a broader understanding of performance management and how to create accountability using candid and timely feedback.

3:15 p.m.

Conference Adjourns for the Day
Enjoy some down time. Connect with family at home, get some exercise, or use this time to focus your new knowledge on a work challenge that has been troubling you.

4:00 p.m. – 5:30 p.m.

Optional Activity: FootGolf Foursomes! | $26 per person
FootGolf is a growing sport that is played on a golf course, but it requires players to kick a soccer ball into “holes” located yards away from the golf greens by using as few attempts as possible. FootGolf combines elements found on a soccer field with those found on a golf course. The course is shorter, the cups are bigger, and all skill levels can play. Plus, FootGolf can be played in about half the time as a round of golf – 18 holes should take about 90 minutes. Attendees should expect to have fun, relax, and enjoy kicking a ball around a gorgeous golf course.

8:30 - 9:30 p.m.

Gaze and Glow Gathering
After a day of conference activities and delicious dinner in the area, come back to the resort for a casual gathering. Enjoy a nightcap, fun glowing novelties, and star gazing as you chat with astronomer Benjamin Loker. Benjamin will be available to explain constellations and other night-sky dazzlers. Be sure to take a picture through his telescope, which is one of the few with this function in the country.

Friday, February 15, 2019
8:00 – 11:30 a.m.

Event Information Desk

8:00 – 9:00 a.m. Breakfast
9:15 – 10:15 a.m.

General Session: Build Your Bench! Succession Planning in a Brave New World
To whom do we hand the keys of the leadership kingdom? Have we identified the next level of trailblazers? Are they trained to handle pressure? Can they steward the organization through transition and protect the culture at the same time? Succession planning gives us a focused process of talent development that can help answer the most difficult questions any leader must grapple with. During this interactive session, Tom Meier and Rick Ainsworth will provide a framework for identifying, recruiting, and developing the next level of talent and talk about partnership they have forged to ensure the leadership success of Indiana Farm Bureau.

10:15 – 10:30 a.m. Networking Break
10:30 – 11:30 a.m.

General Session: Rock Your Employee Engagement: How Great Leaders Increase Accountability, Reduce Burnout, and Raise Productivity
Even seasoned leaders are faced with difficult, distracted, or disruptive individuals whose behaviors adversely affect performance. Don’t let them upset the applecart for your whole team. Rock star leaders respond strategically to halt destructive actions and encourage behaviors that lead to organizational success. Reduce frustrations and absenteeism as you get slackers to pull their weight and protect your rock stars. Attendees will learn about five types of employees within a workplace, tactics to hold staff members accountable for results, and strategies to protect high performers from burnout.

11:30 a.m.

Conference Concludes with a Goodbye Snack Bar
Traveling after a conference can be tiring and plans don't always include time for a meal. We are pleased to offer a goodbye snack bar as attendees leave the conference for other activities or jump on the complimentary shuttle to the airport.

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 airport. We are pleased to provide complimentary coach bus service to the Phoenix Sky Harbor International Airport after the conclusion of the conference. Departure will be between 12:00 p.m. and 12:15 p.m. and estimated arrival at the airport will be between 1:00 p.m. and 1:15 p.m. Please keep this timing in mind when booking your return flight.

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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