2018 ACE - America's Claims Event


Suggested Arrival Date

10:30 am - 11:30 amRegistration Opens for ACE 2018
11:30 amLunch is Served
11:45 am - 12:45 pm Luncheon Keynote Presentation: The HUMAN Brand: Client & Employee Loyalty in the Digital Age
Chris Malone, Managing Partner, Fidelum Partners & Author, The HUMAN Brand

As digital technology has proliferated during the past decade, it seems that client and employee loyalty have become more difficult to develop and sustain.  Have the traditional principles of client service and talent development become obsolete?  Chris Malone, co-author of The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insight on how to build and sustain client and employee loyalty in the Digital Age.

Key Takeaways will include:
-The universal human perception process that drives loyalty with clients, colleagues and staff members
-Real world examples of sustainable loyalty building practices
-Three imperatives for building Client & Employee Loyalty in the Digital Age
1:00 pm - 1:50 pmProduct WorkshopProduct WorkshopExecutive Leadership Forum (by invitation only)
PW1: Innovative Structured Settlement Programs for Improving Operational Efficiency
Patrick J. Hindert, JD, CSSC, VP of New Business Development, Independent Assignment Company
Daniel P. Durbin, CSSC, VP of Marketing & Sales, Independent Assignment Company

The structured settlement market continues to change dramatically. Without innovative changes to update and align company programs, claims executives and their staffs are unlikely to achieve related operating efficiencies and government compliance. Daniel Durbin and Patrick Hindert, two structured settlement industry leaders and market experts, will use recent studies to highlight current discontinuities and opportunities for immediate improvement.
Sponsored By: 
PW2: Streamlining the Loan Payoff Process
Mike Batchelor, Director of Claim Solutions Development , IAA

What Does a Modern Loan Payoff Solution Look Like? Innovation and technology are taking over the total loss claims space. So why is loan payoff still a lengthy process full of phone calls, faxes, and miscommunications? This workshop will address common pain points and optimal loan payoff solutions.

Sponsored By: 
Claims Dialogue Part 1
Patricia L. Harman, Editor-in-Chief, Claims Magazine

The ACE Claims Dialogue, led by Claims Magazine’s editor-in-chief Patricia Harmon, gives executives the unique opportunity to engage in an unscripted and informal discussion crafted to reflect the issues affecting them today.

Part 1:
Catastrophe Response
Vendor Collaboration
Disruptive Technology

*For more information and to request and invitation click here.

2:00 pm - 2:50 pmProduct WorkshopProduct WorkshopExecutive Leadership Forum (by invitation only)
PW 3: Using AI and Dashboards to Operationalize Bill Review Improvements
Vince Venturella, Product Line Manager - Insurance Solutions, Wolters Kluwer ELM Solutions

Legal bill review has been a vital component of claims litigation since the 1990s. While the human component of bill review is vital, new technologies are emerging that change the game. Artificial intelligence (AI) and machine learning can spot patterns in the data to help carriers enforce better billing guideline compliance.

But how do humans consume and understand that amount of complex data in order to make process improvements, better control costs, and maintain good firm relations? Our session will explain what artificial intelligence, how it complements the people working in claims, and how visualizing complex data through dashboards can be a game changer for your claims litigation program.

Sponsored by: 

PW4: Disrupting Auto Claims through New Technologies
Dr. Reza Rooholamini, Vice President of Enterprise Architecture and Technology, CCC Information Services Inc.
Christoph Plenio, Vice President of Research & Development, CCC Information Services Inc.

We are facing one the biggest and most powerful technology inflection point in computing and communication. These technologies, including Artificial Intelligence, provide us with tremendous opportunities to reduce cost, make better decisions, drive speed, and satisfy ever-rising consumer expectations. This workshop will provide an overview of the technologies and show how they are leveraged within CCC's products and services to disrupt claim processing.

Sponsored by: 
Claims Dialogue Part 2
Patricia L. Harman, Editor-in-Chief, Claims Magazine

The ACE Claims Dialogue, led by Claims Magazine’s editor-in-chief Patricia Harmon, gives executives the unique opportunity to engage in an unscripted and informal discussion crafted to reflect the issues affecting them today.

Part 2:
Cannabis Claims
Domestic Terrorism
Industry Disruptors

*For more information and to request and invitation click here.

2:50 pm - 3:00 pmSession Transition & Coffee Break
3:00 pm - 3:50 pm Product WorkshopProduct WorkshopExecutive Leadership Forum (by invitation only)
PW5: Advanced Mediation Techniques
Kevin W. Doherty, Partner, Doherty & Progar LLC, ILLINOIS / INDIANA -Northern / WISCONSIN - Milwaukee

When dealing with a lingering claim it is often beneficial for both sides to consider an alternative method to trial in order to reduce time, costs and frustrations. Mediation is often considered a strong alternative to taking a case through a trial.

Sponsored by:
PW6: Five Steps to an Optimized Third Party Workflow
Norman Tyrrell, Director of Product Management, Mitchell International
Michael Fricke, Senior Manager Client Services, Mitchell International

Each carrier processes third party claims differently, whether that means using a different combination of solutions, the way they assess comparative negligence or a variety of other factors. Though claims processes might be different carrier to carrier, most are striving for the same outcome – efficient, fair and accurate settlements. In this session, learn five steps carriers should take to achieve an optimized third party workflow that can help them achieve their goals.

Sponsored by: 
Leadership & Consumer Loyalty Workshop
Speaker: Chris Malone, Managing Partner, Fidelum Partners & Author, The HUMAN Brand

Author and former Choice Hotels CMO, Chris Malone, joins executives for an interactive workshop on building sustainable business growth and performance through understanding the way we naturally perceive, judge, and behave towards one another.

* For more information and to request and invitation click here.

4:00 pm - 4:50 pm Product WorkshopProduct WorkshopExecutive Leadership Forum (by invitation only)
PW7: Eliminating Checks with a Total Claim Payment Solution – The Impossible Dream?
John Kluth, EVP & Chief Financial Officer, CCMSI
Jarvis Shockey, Vice President, Payer Sales, VPay

Most Payers are still writing checks for over 95% of their payments which are not only expensive to produce (print/mail), but also have significant banking fees (positive pay, item charges, image charges, stop/pay, etc.). All of these costs are absorbed by the Payer and negatively impact Net Income. CCMSI presents a case study where Provider check costs have been eliminated by adopting a total payment solution.

Sponsored by: 

PW8: Crossing the Analytics Chasm for Better Claims Decisions
Mark Rusch, VP Insurance, GoodData

Insurers of all sizes are embarking on the digital transformation wagon by embracing new technologies, in particular, adding advanced analytics solutions to their tool belt. The reality is, analytics adoption in some of the core insurance functions such as underwriting and claims remains rather low for several reasons - we refer this as hitting the “Analytics Chasm”.

In this session, we will discuss how insurers can cross the analytics chasm by leveraging a modern analytics platform to deliver data and insights to their frontline employees - in particular, claims managers, adjusters and SIU managers, so they can make smarter, faster adjusting and claims handling decisions, and deliver a delightful claims experience to the policyholders.

Sponsored by:
Design Thinking Workshop
David Sterling, Program Manager & Innovation Catalyst Leader, Intuit
Kathleen Castleberry, Program Manager & Innovation Catalyst Leader, Intuit

Design thinking is an alternative way of problem solving that emphasizes empathy building, problem framing, ideation, prototype experimentation and testing solutions. This workshop will move through each step with interactive activities and examples geared at insurance executives.


*For more information and to request and invitation click here.

5:00 pm - 5:45 pm State of the Industry: Demonstrating How Leaders are Pursuing Growth Through Innovation
Moderator: Jonathan Charak, FCAS, MAAA, AVP, Actuary and Manager, Zurich North America
Jarrod Murrieta, Head of Claims Catastrophe Response, Farmers Insurance
Allan Robinson, Executive Vice President, Field Operations & Chief Claims Officer, The Horace Mann Companies
Jeanette Ward, COO, Texas Mutual Insurance

This panel will bring together senior claims executives from several industry leaders to share their insights on where the claims industry is now, how things have changed and exciting developments coming in the future.
6:00 pm -7:30 pm Welcome Reception

8:00 am - 8:55 amRegistration & Breakfast- Exhibition Hall
9:00 am - 9:05 amOpening Remarks by Claims Magazine
9:05 am - 9:50 amKeynote: How Technology, Demographics and Values Are Disrupting the Future of Work and Talent
Nancy Giordano, Strategic Futurist, Corporate Strategist & CEO/Founder, Play Big Inc. (A Strategic Inspiration Company)

Artificial Intelligence, Robotics, Virtual and Augmented Reality, Drones, and other technologies are increasingly changing the insurance industry and the role of the claims professional. How will shifting behaviors and attitudes change the nature of work, and how will companies operate in the future?  Nancy delves into both the advancing technologies and the critical shifts companies and the workforce must confront to stay relevant in the future.
9:50 am - 10:30 amInsurance & The Sharing Economy: Reacting - But Not Over-Reacting - to the Disruption
Moderator: Guy Fraker, Chief Innovation Officer, Insurance Thought Leadership
Jillian Slyfield, Managing Director, Aon Risk Solutions
Robert Bauer, Managing Director, Commercial Innovation, AIG

A look at how the billion dollar sharing economy will revolutionize the way insurance is viewed, developed, and purchased.
10:30 am - 11:15 amMorning Networking Break - Exhibition Hall
11:20 am - 12:00 pmInside the Mind of Today's Next Generation of Claims Professionals
Moderator: Amy Cooper, Vice President of Business Development , VortexLegal
Jodie Hopkins, National Workers Compensation Leader, Westfield Insurance
David M. Pooser, Ph.D., Assistant Professor, School of Risk Management, Tobin College of Business, St. John's University
Gary Stephen, Executive Vice President of Claims and Risk Management, PURE Insurance

Today, an increasing number of colleges and universities are producing high quality insurance and risk management professionals. What are these recent graduates looking for when they enter the insurance workforce? Plus, as the current claims workforce continues to age, how can leaders attract and train the best young professionals? 
12:00 pmLunch is Served
12:00 pm - 1:40 pmNetworking & Exhibition Hall Break
1:40 pmEducational Track Sessions Begin
1:45 pm - 2:35 pmClaims LeadershipClaims Innovation Business of Claims
Driving and Sustaining a Culture of Innovation
Alyssa Hunt, VP Vendor Management, QBE Insurance
Cathy Ellwood, Founder & CEO, Ellwood Enterprises

As a leader, how can you foster a more collaborative and innovative environment for your team? This session will cover avoiding the fear, arrogance, and insecurity that often hinders change in large organizations.
Utilizing Behavioral and Contextual Data to Evaluate Risk and Settle Claims
John P. Heffernan, Sr. Sales Director – Claims North America, Octo Telematics

How are InsurTech innovators measuring and using driving data collected via UBI tools and other telematic devices? Plus how can this data be used to price risk, manage and pay claims? InsurTech leaders discuss identifying the appropriate metrics to measure, understanding the data, and using data to accelerate claims settlement. 

Sponsored by
Progress or Black Magic: How Fraudsters are Using Technology
Moderator: Kevin Hansen, Partner, McCormick Barstow LLP
Rick Wahls, Senior Business Consultant, Claims - Program Delivery, Nationwide
Lynne Brady, Vice President, External Anti-Fraud, Nationwide
Charlie Worsham, Vice President, Membership and Marketing, National Insurance Crime Bureau

Data shows that fraudulent claims have increased over the past few years as technology advances and fraudsters become more skilled. However, tech advancements also give insurers an advantage when detecting fraud. This session will cover leveraging external data in the claims process, reinventing the claims triaging process, and using data applications to manage the volume of claims. In addition, SIU experts will discuss the new pitfalls to look out for when examining a potential fraudulent claim. 

2:40 pm - 3:30 pmClaims LeadershipClaims Innovation Business of Claims
Communicating Across Multiple Departments: Actuary, Underwriting, and Service
Alan Hines, FCAS, MAAA, Managing Director, PwC
Jamie Carsey, Associate General Counsel – Coverage, Markel
David Tschantz, Vice President - Claims, Wayne Insurance Group

In insurance, improving cross-department teamwork will not only improve company culture but could help settle a claim more strategically. It's particularly important for claims professionals to understand the roles of their teammates when working on a settlement. This session will cover improving communication skills between claims, underwriting, actuarial, and service. 
No Longer Stuck in the Weeds: Debating the Insurability of Marijuana
Patrick McManamon, Founder & CEO, Cannasure
Charlie Alovisetti, Chair, Corporate Department, Vicente Sederberg

As more states legalize medical and recreational marijuana, insurers are following suit by considering the insurability of marijuana in all areas of insurance. What types of policies are currently available in the marketplace? Where is this field going in the future and what is the potential for growth? What issues are arising for claims professionals? What are risks for insurers?
Subrogation Education
Melissa Sullivan, Attorney, Gwertzman Lefkowitz Burman Smith & Marcus
Robert Larkin, Subrogation Manger, Starr Indemnity & Liability Company

Subrogation has evolved into a complex area where maximizing the recovery of dollars is essential to an insurer’s bottom line. However, many claims professionals don't understand the field and miss the red flags of a claim that could be eligible for subrogation. This session will cover advancements in the subrogation field and analyze the formula many insurers now follow to maximize recoveries on claims of all sizes. 
3:30 - 3:45 pmAfternoon Networking Break
3:45 pm - 4:35 pmClaims LeadershipClaims Innovation Business of Claims
Expanding Diversity & Inclusion in Insurance
Anthony Nucci, Claims Director, Progressive
Stephanie Turner, Director of Diversity & Inclusion Strategic Programs, Liberty Mutual
Eileen Whelley, Executive Vice President & Chief Human Resources Officer, XL Group

Today, most organizations have some form of diversity initiatives within their company. However, there is still a large gap between intentions and reality. What types of diversity programs work and what can leaders do to encourage a diverse workforce?  
The Ripple Effect of 2017's Natural Disasters
Jeremy Hardwick, Catastrophe Claims Unit Manager, Germania Insurance
David Williams, CPCU, AIC, PCP, VP Claims, Texas Windstorm Insurance Association
Jesse Kallman, President, Airbus Aerial

In 2017, Hurricane Harvey devastated the Houston area and it was only one of many natural disasters that hit the U.S. last year. For insurers, some analysts predict that 2017 would be one of the worst years on record for natural disaster claims. As the work to settle these claims continues, what was learned from 2017's claims? How are disaster professionals settling claims faster and should policies be adapted to cover the increasing number of disasters facing the world?

Large Loss Claims Roundtable
Kellie L. Howard-Goudy, Partner, Collins Einhorn Farrell PC, MICHIGAN
Joseph F. Nicholas, Jr., President and Managing Partner, Mazanec, Raskin & Ryder Co., L.P.A., OHIO / KENTUCKY
Edward C. Bacon, Partner, Bacon, Thornton & Palmer, LLP, MARYLAND

Join us for an interactive session on establishing a method for reviewing, analyzing, and processing large loss claims.

Sponsored by: 
4:40 pm - 5:30 pmClaims LeadershipClaims Innovation Business of Claims
Taking a Holistic Approach: The Future of the Claims Function
Richard Pankhurst, Partner/Principal , PwC
Randall Ishikawa, President, Property Drone Consortium
Jeff Kuss, Chief Claims Officer & SVP, Accident Fund

As the insurance industry continues its digital transformation, insurers must take a dynamic approach to human capital strategies that are creative, adaptable and digitally savvy to attract and retain talent.The shift in demographic culture and the growing skills gap highlight the importance and impact of change in data management policies to ensure success for the new workforce. The panel will discuss how advanced technology solutions like drones, robotics, and AI are having a direct impact on the claims handling process.
Evolution of Workers' Comp -- What Needs to Change?
Edward Canavan, ARM, AIC, VP Workers' Compensation Practice and Compliance, Sedgwick
Patti Colwell, Workers’ Compensation Program Manager, Safety & Security, Southwest Airlines

Workers' comp programs are designed to protect injured workers and help employers get their employees back safely and in a timely manner. But is the field in need of a shake-up? How can workers' comp insurance continue to stay relevant as technology reshapes the worker and the workplace? What needs to be done to evolve the system and keep the 95% of covered U.S workers safe? 
Emerging Cyber Threats
Kimberly Horn, Global Focus Group Leader, Beazley
Joshua MacDonald, Esq., Cyber Claim Director, Chubb
Moderator: Caryn Silverman, Senior Vice President, Claims Counsel, Sompo International

Cyber-attacks pose a serious threat to business operations, revenue streams, and contingency plans for everyone affected by a breach. As cyber risk becomes a top priority for many companies, this session will cover lessons learned from cyber claims and advancements in risk management practices. 
5:30 pm - 7:00 pmNetworking Cocktail Reception - Exhibition Hall

8:00 am - 9:00 am2nd Annual Women in Claims Networking Breakfast
8:30 am - 9:00 amRegistration & Breakfast
9:00 am - 9:10 amOpening Remarks & ACE Awards Presentation by Claims Magazine
9:10 am - 10:00 amOpening Address: Harnessing Appropriate Technology to Increase Customer Satisfaction
David A. Pieffer, Practice Lead Property & Casualty Insurance Practice, J.D. Power

An in-depth look at the way  digital transactions between insureds and insurers affect Customer Satisfaction.  As Carriers look to create efficiencies and effectiveness in their Claim Organizations through improved technology and increased AI- what do  they need to understand about the effects these changes have on customer satisfaction? 
10:00 am - 10:30 amNetworking Break
10:30 am - 11:20 amDigital Transformation: Build It or Buy It
Moderator: Emily Yoo, Senior Manager, Deloitte US
CJ Przybyl, Co-founder & President, Snapsheet
Patrick Kehoe, EVP Product Management, Messagepoint
Swapnil Prabha, Associate Partner, McKinsey & Company

Digital Transformation is a high priority in most insurance carriers but for many companies, knowing where to start is half of the challenge. These strategies call for acquiring talent, investing in research and development of new tools and programs. So where should you begin? Skilled experts discuss the benefits of building and buying in a variety of circumstances. 
11:20 am - 12:30 pmWorkshop: Creating a Takeaway Strategy for Success
Patricia L. Harman, Editor-in-Chief, Claims Magazine

In this interactive session, work with other ACE attendees to come up with strategies for leadership, digital, innovations, and other topics discussed at this conference. 
12:30 pmConference Close
2:30 pmEarliest Suggested Flight Departure