Agenda

Adjusters and Underwriters Living Together, Who Knew?

Underwriters and claims adjusters play crucial roles in the insurance industry, and improving collaboration between them can enhance overall efficiency and effectiveness. How can underwriters and claims adjusters create a closer bond?

This session will explore several ways they can work together, including regular communication and feedback loops, training and education, shared information platforms, collaborative risk assessment, joint problem-solving sessions, clear documentation and policies; and performance metrics alignment.

By implementing these strategies, underwriters and claims adjusters can cultivate a more integrated approach to insurance operations that can lead to improved customer service, faster claims resolution, and enhanced risk management.

Building Resilience in Claims Professionals

Claims adjusters are expected to be investigators, mediators, and negotiators amid disaster. Yet, they are human beings who are often left to cope – on their own – with the stress associated with the job. This is impacting our ability to respond as an industry and can be seen as a heightened risk to the health of the insurance industry ecosystem; but it’s an issue we often don’t want to speak about for those very reasons. Not dealing with the can lead to talent fallout, lack of stickiness in claims industry roles, and customer experience impacts.

This session is a rallying cry to build awareness of the issue and influence attitudes and actions in our regular practices as leaders to find ways to solve this challenge. While this session is designed for claims professionals in formal leadership roles, anyone working in a claims role can employ the tactics and practices discussed during this session to be leaders from where they sit in an organization.

Claims Expert Panel Discussion: The Current State of AI in Claims

The claims process has always been a human interaction where empathy plays a major role. But meeting customers where they are takes on a completely different meaning in a world filled with mainstream AI tools such as ChatGPT, DALL-E, and Microsoft Copilot.

This interactive panel discussion will feature seasoned claims executives sharing the trials and tribulations of leveraging AI in their claims operations. The panelists will share how they’ve defined their ambitions for AI and developed strategies aligned with their unique appetites for innovation. They’ll also talk about the risks of using AI in claims and the impacts of new regulations aimed at keeping AI in check.

This session will go beyond the headlines and the hype. You’ll hear detailed accounts from industry leaders discussing what’s working, what’s not, and what’s necessary to drive future adoption.

Maximizing the Impact of the Nurse Case Manager in Workers’ Compensation

Nurse case managers can provide significant support to adjusters in reducing workers’ compensation costs if they work together properly. This interactive session will explore techniques adjusters can use to maximize the effectiveness of the services offered by nurse case managers. It will discuss timing of the intervention, types of services available and how and when to use them, and what to expect from the nurse case manager. It will also include an analysis of the types of cases that can benefit from case management intervention and the delivery of those services.

Navigating the Claims Landscape: Emerging Issues and Challenges

This session will explore the evolving landscape of property/casualty insurance claims, focusing on emerging issues and the current challenges claims professionals face. Specific areas of focus include social inflation, auto severity, changing weather patterns, catastrophe frequency and severity, and mass torts.

Popping the Social Inflation Balloon: The Benefit of Strong Damage Evaluation and Work Up

While nuclear verdicts grab headlines, inflated damages on minor and major injury cases fuel social inflation. However, closely scrutinizing the facts of a loss, the treatment prescribed, and charges billed can dramatically improve negotiating strength and case outcomes. A damages expert, a defense attorney, and a company claims professional will explore these issues and provide specific examples. There will be ample opportunity for audience interaction.

Rethinking the Insurance Talent Gap: How to Reverse the Great Retirement

The insurance industry faces a serious dilemma. Fifty percent of the insurance industry workforce is expected to retire in the next four years. How can we fill the gap? Graduates of risk and insurance programs could fill as much as 15 percent of the vacancies, but these are candidates with no industry experience. This session will discuss tactics for attracting newly minted graduates and seasoned industry professionals to close the impending insurance industry talent gap.

Solutions Fastpitch

In the face of rising inflation, continued supply chain issues, a potential recession on the horizon, and higher-than-ever expectations from customers, insurers are being forced to quickly adapt to a new normal. This session will provide attendees the opportunity to hear from a variety of insurtech companies about how carriers can harness new technology, leverage new data, and accelerate their digital transformation. Attendees will have the chance to ask questions during the session and/or meet with vendors one-on-one afterward.

The Appraisal Process -- How Do We Fix This Mess?

Appraisal is the new hot topic in the first-party claims world, whether residential or commercial. The number of claims being resolved through the appraisal process has increased significantly in recent years, which, unfortunately, has also increased abuse and manipulation of the process. This session will address all the hot issues in the appraisal process, including the scope of appraisal and appraisal and umpire selection as well as how to get clear awards and how to respond to common abuses.