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Art & Heirloom Claims: Resolution Guidelines

Tuesday 8:00 - 9:30
Wednesday 10:30 - 12:00

Heather Becker, CEO, The Conservation Center
Benjamin Kelley, Vendor Manager-NA Claims, Chubb

  • Determine what to look for when handling a claim that involves high-value artwork
  • Identify common types of damage within affected artwork
  • Triage response approaches to minimize the insured’s loss
  • Assignment of Benefits: Policy Giveaway

    Tuesday 8:00 - 9:30
    Wednesday 3:30 - 5:00

    Michael Guerra, Dir.-Claims, Claims Governance, Citizens Property Insurance
    Nathan M. Thompson, JD, Senior Counsel, Citizens Property Insurance

  • Describe what an assignment of benefits contract is and who benefits from it
  • Review how assignment of benefit contracts comport with the established law in various jurisdictions
  • Identify “red flags” for potential fraud involved with assignment of claim presentations
  • Evaluate various strategies to help navigate your customer's claim through the waters of an assignment of benefits situation
  • Auditing Water Damage Files

    Tuesday 10:30 - 12:00
    Wednesday 8:30 - 10:00

    Daniel Bernazzani, SVP Environmental Division, YOUNG & Associates
    Robert J. Donahue, Jr., AIC, National Training Manager, VeriClaim, Inc.
    Ben Spike, CPCU AIC, AVP, National General Adjuster, MiddleOak

  • Review the importance of accurate documentation with water damage claims
  • List appropriate questions for contractors during the mitigation process
  • Describe recent changes in the water damage mitigation industry standards and guidelines
  • Prepare an accurate estimate for mitigation efforts in a variety of claim scenarios
  • Analyze contractors' estimates for reasonableness and accuracy
  • Bio-Hazard Losses & Recovery

    Monday 10:30 - 12:00
    Tuesday 3:30 - 5:00

    Peter P. Duncanson, Director-System Development, ServiceMaster Clean
    Brian Klupper, Policies & Procedures Manager, American Family Insurance

  • Describe the process of a bio-hazard loss and the impacts on family and cleaning technicians
  • Explore the potential pitfalls in clean up that result in higher cost
  • Define the safety and health precautions required by OSHA and state regulations
  • Building Valuation Challenges

    Tuesday 8:00 - 9:30
    Wednesday 10:30 - 12:00

    Jonathon C. Held, President, J.S. Held, LLC
    Heidi Hudson Raschke, JD, Shareholder, Carlton Fields
    Trevor Self, Head of Property Claims, Beazley Group

  • Review the basic valuation concepts of Replacement Cost, Actual Cash Value, and Like Kind and Quality
  • Evaluate various components of depreciation
  • Describe various issues associated with Broad Evidence topics
  • Compare state-by-state differences in Actual Cash Value--what's allowed and what's not
  • Claims Contents: Avoiding the Pain

    Tuesday 10:30 - 12:00
    Wednesday 3:30 - 5:00

    Todd Breton, Project Manager, Germania Insurance
    Tyler Sawatzky, National Field Manager, edjuster

  • Describe how effective communications often delivers dispute-free contents settlements
  • Apply policy conditions and depreciation fairly, accurately, and consistently with a variety of claim scenarios
  • Explore common sense, good faith contents claim handling protocols
  • Claims Strategies When Working with Public Adjusters

    Tuesday 10:30 - 12:00
    Wednesday 3:30 - 5:00

    Kim Dodd, National General Adjuster, Hartford Insurance Group
    Chad Fuller, Regional Manager, Cavalry Construction
    Todd M. Tippett, JD, Partner, Zelle LLP

  • Identify the purpose and proper role of a public adjuster
  • Review state statutes in various jurisdictions that impact a public adjuster’s duties and responsibilities
  • Describe effective strategies to communicate with public adjusters and insureds in a variety of claim scenarios
  • Evaluate strategies for resolving differences with a public adjuster
  • Claims with Emerging Building Technologies

    Monday 10:30 - 12:00
    Tuesday 10:30 - 12:00

    John W. Glissmeyer, Strategic Training Manager, Xactware
    Jeff Taxier, Education & Training Manager, American Technologies, Inc.

  • Describe 2017-2018 trends in residential and commercial construction
  • Identify the most common items included in restoration and remodeling
  • Locate common and unusual restoration items to complete a more accurate estimate
  • Commercial Claim Building Code Scenarios

    Monday 3:30 - 5:00
    Tuesday 1:30 - 3:00

    Stuart A. Mintz, AIC RPA, AVP/Sr. International EGA, Custard Insurance Adjusters
    Harry Parrish, President/CEO, Construction Services Company

  • Describe the challenging building code landscape with commercial structural losses
  • Develop building code strategies with a variety of commercial building claims
  • Review a six-step process that adjusters can use to avoid "building code surprises" with these claims
  • Identify salient parts of an effective building code presentation appealing a local official's decision
  • Estimating with New Technologies

    Tuesday 10:30 - 12:00
    Wednesday 1:30 - 3:00

    Robert Bragdon, Sr. Training Consultant, Hanover Insurance Group

  • Describe advances in mobile technology
  • Examine the pros and cons of tablets vs. laptops
  • Review integration with other emerging technologies (aerial mapping, storm tracking)
  • Outline the future of drones and their role in claims adjustments
  • Fire Claims Up In Smoke: The NFPA 921 Effect

    Monday 3:30 - 5:00
    Wednesday 8:30 - 10:00

    Frederick Ferrand, JD, Partner, Swift Currie
    Randy Watson, IAAI-CFI, CFEI, Manager-Sr. Fire Investigator, SEA, Ltd.

  • Describe the importance of NFPA 921 in handling fire claims
  • Identify the steps of the scientific method
  • Describe how to vet fire investigations and fire investigators for compliance with NFPA 921
  • Foundation Engineering Design & Coverage Issues

    Monday 3:30 - 5:00
    Wednesday 1:30 - 3:00

    Gerald P. Dwyer, JD, Partner, Robinson & Cole, LLP
    James Panko, PE, Sr. Structural Engineer, Crane Engineering

  • Describe the basic functions of a foundation; the effects lateral earth loads and hydrostatic pressures have on a foundation, and the proper construction sequencing
  • Evaluate crack patterns and geometry, and possible contributing causes of the cracking to identify various types of foundation failures
  • Identify the characteristics and symptoms of a concrete foundation failure caused by the presence of pyrrhotite in the concrete material and evaluate its effect on the rest of the structure
  • Analyze recurring coverage issues with foundation losses, including collapse, under standard commercial property and homeowners policy language
  • Geologic Hazards

    Tuesday 1:30 - 3:00
    Wednesday 1:30 - 3:00

    George J. Stepanchak, PE, Geotechnical Manager, Haag Engineering Co.

  • Identify key issues with claims involving geologic hazards such as sinkholes and ground movement
  • Utilize various experts such as engineers, attorneys to effectively investigate and resolve these specialty claims
  • Evaluate coverage and statutes with a variety of geologic losses
  • Hail Damage to Light HVAC Systems

    Tuesday 8:00 - 9:30
    Wednesday 1:30 - 3:00

    Jay Dykstra, Sr. Learning Facilitator, Travelers Companies
    Matt Livingston, Vendor Programs & Education, HVAC Investigators LLC

  • Identify the specific components of light commercial and residential HVAC systems that can be damaged by hail
  • Evaluate the impact and extent of damages that accompany hail losses
  • Review the hierarchy of repairs that can restore hail-damaged HVAC systems to pre-loss condition
  • Describe the role that regulatory requirements play in HVAC repairs and replacements
  • Heavy Equipment Adjustment Challenges

    Monday 10:30 - 12:00
    Tuesday 3:30 - 5:00

    Debra Brickner, Sr. National Claims Director, W. R. Berkley Group
    Tom Fergus, Heavy Equip. Claims Specialist, N. E. Truck & Equip. Claims

  • Review the types of typical heavy equipment often involved in claims
  • Describe valuation challenges that can accompany these specialty claims
  • Trace some recent developments in heavy equipment coverages
  • Identify the qualifications you might seek in heavy equipment adjusters and consultants
  • Resolving Difficult Claims: Strategies for Property Adjusters

    Monday 3:30 - 5:00
    Wednesday 8:30 - 10:00

    Jonathan Barger, JD, Attorney, Butler Weihmuller Katz Craig
    Nanci L. Smilie, CPCU AIC, Property Claims Specialist, Erie Insurance Group

  • Identify common areas of disagreement in commercial and personal lines property claims
  • Distinguish factors driving disputes from the insured’s perspective and the insurer’s perspective
  • Develop approaches for effective communication with insureds
  • Utilize strategies for resolving disputes in an amicable fashion
  • Tall Wood Buildings: Performance & Protection

    Monday 1:30 - 3:00
    Wednesday 8:30 - 10:00

    Stephen Quarles, Chief Scientist, IBHS
    Dwayne Sloan, Manager-Building Materials, UL LLC

  • Assess the current state of mass timber (heavy timber) construction in the United States and Canada
  • Review current code specifications and the large scale tests already in place with heavy timber construction
  • Describe the two code processes developing specific requirements for these structures - National Fire protection Association (NFPA) and the International Code Council (ICC)
  • Scan current large scale research fire testing to understand the contribution of the mass timber to a compartment’s fuel load
  • Evaluate the impact these structures present to responding fire suppression teams
  • Unfair Claims Practices Act: This is Jeopardy

    Monday 1:30 - 3:00
    Tuesday 3:30 - 5:00

    Douglas Osborne, CFE CIFI, SIU Manager, Kemper Corporation
    Jennie Philip, JD, Attorney, Marshall Dennehey Warner et al

  • Identify quality general claims handling requirements based on the Model Unfair Claims Practices Act (MUCPA)
  • Describe requirements for effective communications between the carrier and the insured under the Model Unfair Claims Practices Act
  • Practice good faith claims handling techniques and avoid problematic behaviors under the Model Unfair Claims Practices Act
  • Apply particular policy provisions and exclusions appropriately that are sometimes misinterpreted and misused in practice
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    Learning with and from others in our industry. A lot of great information was exchanged among attendees in the classes. interesting to hear about what others are doing and how it is working for them. I feel like it provides a perspective on common issues, insights that is difficult to gain in any other way.

    Opportunity to network with other professionals and discuss relevant topics of the day.


    PLRB remains the "gold standard" for insurance industry conferences.

    For my first time attending I really felt like I took away many helpful points to use.


    The conference was amazing and provided top notch educational opportunities, as it always does.

    The sessions I attended were relevant to my job, engaging, and well done.

    PLRB greatly appreciates the following claims service providers for their outstanding support for the 2018 Claims Conference.

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