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Adjusting Property Alternate Dispute Resolution Casualty Campus Catastrophe Commercial Time Element Losses General Interest Large Property Losses Management PLRB Property Coverage Special Investigations/Fraud Subrogation Technology Underwriting and Claims

Competition for Next Generation Claims Talent

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

James R. Jones, CPCU, AIC, ARM, Exec. Dir.-Katie School-Ins., Illinois State University

  • Describe key trends and issues affecting recruiting of next generation talent
  • Avoid common mistakes made in recruiting and attempting to retain talent
  • Explore the motivations for the next generation
  • Identify how claims organizations can motivate next generation talent to retain talent
  • Customer Service Markers for Success

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

    Dean McCall, AIC, AIM, ARM, SCLA, AVP, P&C Claims Training, American National P&C Group
    Marc Wolin, President & CEO, Seneca Insurance Group

  • Examine the many ways to deliver exceptional claims customer service
  • Help set customer service expectations as you adjust various claims
  • Review ways to salvage adjustments that have gone sour
  • Evaluate opportunities to build your own vital customer-centric claim organization
  • Delivering Powerful Presentations

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

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

  • Explore strategies for becoming a better presenter
  • Discover techniques for developing powerful presentations
  • Demonstrate strategies to involve your audience
  • Examine practical approaches for cultivating confidence and maintaining audience engagement
  • Ethical Decision-Making: Choosing the Right Path

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

    Larry Mason, JD, Partner, Goldberg Segalla
    Crystal Uebelher, JD, CPCU, Claims Attorney, SECURA Insurance Companies

  • Identify common ethical challenges in claims handling
  • Analyze potential risks of unethical claims handling practices
  • Discuss approaches to resolving ethical dilemmas
  • Explore the benefits of ethical claims handling
  • Misrepresentations: Coverage Considerations

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

    Randall Harvill, Property Claims Manager, National General Insurance
    Richard I. Woolf, JD, Partner, Baker Sterchi Cowden & Rice

  • Recognize fact scenarios giving rise to misrepresentations in the application and claim investigation
  • Identify coverage issues which arise when facts appear inconsistent with information presented earlier by the insured
  • Apply coverage principles to various fact scenarios to better address apparent misrepresentations in an application and claim
  • Quality E-Learning for Claims Adjusters

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

    Suzanne Baillargeon, Manager-Claims Training, Main Street America Group
    Shonda Boyer, MBA, Instructional Designer, American Family Insurance
    Vanessa M. Britton, Marketing Communications Mgr., Rimkus Consulting Group, Inc.

  • Describe effective learning for today's claims professionals
  • Identify effective online programs available to engage today’s learners
  • Review Continuing Education strategies successful insurance companies are employing
  • Evaluate affordable higher education opportunities and other resources available for today’s claims professionals
  • Using Social Media to Enhance Customer Service

    Monday 3:30 - 4:30
    Wednesday 8:30 - 9:30

    Lewis Pryor, AVP Corporate Communications, USAA Group
    Jeff Taxier, Education & Training Manager, American Technologies, Inc.

  • Describe social media platforms most commonly used by insurers and vendors
  • Evaluate effectiveness of social media platforms in reaching customers
  • Explain how using social media can enhance customer service
  • Women's Leadership in Insurance

    Monday 3:30 - 5:00

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

  • Leverage the power of self-promotion and personal advocacy
  • Describe ways to strengthen your influence
  • Practice negotiation strategies to balance the power
  • Strengthen your communication skills to speak up and be heard
  • A networking reception will be held immediately following this session for attendees.

    Please join us at the Property & Liability Resource Bureau 2019 Claims Conference!

    Learning Has No Finish Line

    Rev Up your education with course selections from 14 education tracks with 100 sessions taught by industry leaders, preparing you for an ever-changing world.

    Fuel Up your network by connecting with a diverse range of claims professionals and service providers from among hundreds of companies across the nation, all in one location.

    Speed Up connections at the Insurance Services Expo by interacting with a diverse, innovative group of the industry's leading service provider organizations.

    I've been attending PLRB Conferences for over 30 years and continue to enjoy attending and plan to do so in the future. Keep up the good work.

    It was a very positive experience and well worth the trip. I hope to attend future PLRB events.

    Met people who I've wanted to identify and meet for many years.

    I really appreciated the opportunity to be a part of this event as a student. These events make me even more excited for the future in this career field.

    Great job as always. Kudos to PLRB!

    I was a first timer - I enjoyed the conference and thought it was very well put together.

    Great job of keeping up with the times with education and speakers. Look forward to next year.

    I was able to make some new contacts and revisit with some old.

    Overall a great experience and opportunity to gain knowledge

    PLRB greatly appreciates the following claims service providers for their outstanding support for the 2019 Claims Conference.



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    Downers Grove, IL 60193


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