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Adjuster as Witness: Seven Deadly Sins

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

Ulises Castellon, CPCU RPA, Chief Operating Officer, Fire Cause Analysis
Douglas K. Wood, JD, Member, Clark Hill PLC

  • Review the seven deadly sins of insurance professional testimony and ways to avoid them!
  • Identify common lawyer tricks and testimony traps
  • Master a witness tool for each lawyer trick and trap
  • Tell the truth effectively, even under fire!
  • Attract, Develop & Retain Young Talent for Insurance Careers

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

    Lynne McChristian, Teaching Faculty, Florida State University

  • Demonstrate ways to bust the myth of “boring desk jobs” through engaging internships
  • Explore ways to pitch the corporate purpose to new hires to showcase the industry’s people-centric culture, with missions and values aligned and visible
  • Identify ways to create what millennials crave, namely leadership development and an environment that balances individualism and teamwork
  • Examine the trends in insurance education and partnerships between industry and academia
  • Dealing with Challenging Customers

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

    Jim Jez, AIC SCLA MS, President, JEZ Insurance Consulting LLC

  • Identify the inherent factors that contribute/create conflict in the adjustment of claims
  • Recognize the characteristics of “situationally difficult” customers that adjusters commonly deal with
  • Describe the Negative Cycle of conflict and how to effectively counter it
  • Take control of the encounter and shape the outcome of events using a six-step approach
  • Delivering Powerful Presentations

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

    Shameem Awan, CPCU AIC, Assistant Vice President, Amica Mutual Group
    Susan Cavanagh, AVP-Claims, Western National Insurance

  • Explore strategies for becoming a better presenter
  • Discover techniques to developing powerful presentations
  • Demonstrate strategies to involve your audience
  • Examine practical approaches for cultivating confidence and maintaining audience engagement
  • Law & Ethics for Florida Adjusters: Part I

    Wednesday 8:30 - 12:00

    William S. Berk, JD, Attorney, Berk, Merchant & Sims, PLC
    Patrick E. Betar, JD, Attorney, Berk, Merchant & Sims, PLC
    Julianna Hyde, General Special Investigator, Farmers Insurance Company

  • Describe Florida's regulatory and ethical requirements for adjusters
  • Review current insurance case law and trends in Florida
  • Distinguish between practices to avoid and those to follow when adjusting Florida claims
  • Evaluate current doctrines of "concurrent causation," "efficient proximate cause," "reasonable expectations," and "appraisal" in Florida
  • Trace developments with assignment of benefits and working with public adjusters in Florida
  • Law & Ethics for Florida Adjusters: Part II

    Wednesday 1:30 - 5:00

    William S. Berk, JD, Attorney, Berk, Merchant & Sims, PLC
    Patrick E. Betar, JD, Attorney, Berk, Merchant & Sims, PLC
    Julianna Hyde, General Special Investigator, Farmers Insurance Company

  • Describe Florida's regulatory and ethical requirements for adjusters
  • Review current insurance case law and trends in Florida
  • Distinguish between practices to avoid and those to follow when adjusting Florida claims
  • Evaluate current doctrines of "concurrent causation," "efficient proximate cause," "reasonable expectations," and "appraisal" in Florida
  • Trace developments with assignment of benefits and working with Public Adjusters in Florida
  • Legalized Marijuana & its Impact on Insurance Claims

    Monday 3:30 - 4:30
    Tuesday 1:30 - 2:30

    Michael W. Johnston, JD, Member, Brown Dean Proctor & Howell

  • Identify key issues arising from the impact of marijuana legalization on property and casualty coverages
  • Evaluate whether "legal marijuana" is really legal
  • Describe issues related to marijuana as a crop vs. marijuana growing as a business
  • Review issues related to measuring intoxication from marijuana use and their impact on claims handling
  • Analyze decisions/directives from insurance regulators in states with "legal" marijuana
  • Quality E-Learning for Claims Adjusters

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

    Suzanne Baillargeon, CIC, CISR, AIC, Manager-Claims Training, Main Street America Group
    Vanessa M. Britton, Client Relations Manager, Rimkus Consulting Group, Inc.
    Sarah Lindberg, Learning & Development Manager, The Training Associates

  • Identify key competencies of a claims adjuster
  • Describe how claim audits can help measure and identify competency gaps
  • Create meaningful development plans utilizing online learning & fulfilling continuing education requirements
  • Describe adult learning theory
  • Identify effective online programs available to close competency gaps and fulfill continuing education requirements
  • Women's Leadership in Insurance

    Monday 3:30 - 5:00

    Lisa Bergeron, Chief Visionary Officer, AWE
    Jenny Pye, CPCU AIC, Director-Quality Improvement, Liberty Mutual Insurance
    Lisa St. Onge, AIC, Sr. AVP Claims, Amica Mutual Group

  • Leverage the power of self-promotion and personal advocacy
  • Describe ways to strengthen your influence
  • Evaluate how striving for perfection might keep you from your next promotion
  • Review tips on how to build your network through meaningful mentorship and sponsorship
  •  


    Adapting to a World of Change

    Unlock a World of New Opportunities

    Network with a diverse range of claims professionals and service providers from among hundreds of companies across the nation, all in one location.

    Change Your Perspective

    Mix-and-match your course selections from fourteen educational tracks with 100 sessions taught by industry leaders to prepare you for our changing world.

    Be Prepared

    Prepare for any challenge that comes your way by connecting with over 300 of the industry's leading service provider organizations at the Insurance Services Expo.



    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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