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Changing Mindsets with Organizational Change

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

Lisa Horn, CPCU AIM AIC, Director-Claim Technology, Western National Insurance
Tina Schott, CPCU AIC, Director-Casualty Claims, Western National Insurance

  • Define the psychology and evolution involved in change
  • Explore how failure to recognize the importance of change management in your initiative can jeopardize your success
  • Examine the challenges of effective communication based on roles within the organization
  • Describe strategies to overcome resistance to change and optimize success for your initiative
  • Claims Advanced Analytics & Business Intelligence

    Monday 3:30 - 4:30
    Tuesday 3:30 - 4:30

    Janet Davis, AVP-Analytics Integration Lead, Chubb
    Veena Gregoire, Head of Claims Analytics, NA, Allianz Global Corp. & Spec.
    Liliana Lopez, AVP-Business Intelligence, Chubb

  • Describe the impact claims operational performance has on the company's income statement
  • Connect the dots on how claims can work through a cross-functional process to drive profitable business
  • Define, influence, and lead the business intelligence lifecycle
  • Identify strategies for claims examiners to improve outcomes with predictive analytics
  • Fresh Perspectives on Talent & Culture

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

    Melissa Christ, SPHR, EVP/Chief People Officer, Cor Partners
    Stephanie Watson, AVP-Human Resources, Nationwide Group

  • Assess coaching and feedback methods for improved performance
  • Leverage HR data to make better decisions
  • Evaluate leader development frameworks
  • Examine workplace diversity and inclusion issues
  • Managing Claims Operations with New Tools

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

    Tim Bruffey, Vice President-Innovation, Accurence
    William Galonski, CPCU ARM AIC, AVP-Property Claims & SIU, Grange Mutual Casualty Group
    Travis Phifer, AIC, Sr. Claims Strategy Director, Ameriprise P&C Cos.

  • Identify opportunity areas for tool utilization to drive improvements
  • Evaluate and examine how to integrate tools
  • Execute on full value of new tools with change management
  • Explore emerging technologies that take it to the next level
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    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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