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2017 Educational Sessions

Adjuster as Witness: Seven Deadly Sins

Session Code:  0705    Session Level:  Intermediate

Curriculum: General Interest

Monday 10:30 - 12:00 -- Room 302
Tuesday 1:30 - 3:00 -- Room 302

Ulises Castellon, CPCU, RPA,  Chief Operating Officer
Fire Cause Analysis, Berkeley, CA

Douglas K. Wood, JD,  Partner
Morris Polich & Purdy, LLP, San Francisco, CA

  • 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!

Adjusting through Adversity

Session Code:  0755    Session Level:  Intermediate

Curriculum: General Interest

Monday 3:30 - 4:30 -- Room 210
Wednesday 8:30 - 9:30 -- Room 310

Jim Jez, AIC, SCLA,  Vice President
AE21, Plano, TX

  • Identify the three types of “difficult people” adjusters commonly deal with
  • Determine their individual conflict management style
  • 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

Autonomous Cars: The Future of Auto Claims

Session Code:  765    Session Level:  Intermediate

Curriculum: General Interest

Monday 1:30 - 3:00 -- Room 306
Tuesday 8:00 - 9:30 -- Room 203

Martin Frappolli, CPCU,  Sr. Dir.-Knowledge Resources
The Institutes, Malvern, PA

Donna Popow, CPCU, JD, AIC,  President & Owner
Donna J. Popow, LLC, Hatboro, PA

  • Describe how on-demand autonomous cars propel the move to a streaming transportation model
  • Analyze the impact of ownerless/driverless cars on risk management and insurance
  • Project the downstream effect on carmakers, public space, public transport, medicine, and society

Customer Service: The Nature of Client Relationships

Session Code:  0715    Session Level:  Intermediate

Curriculum: General Interest

Wednesday 10:30 - 11:30 -- Room 304
Tuesday 3:30 - 4:30 -- Room 210

Shameem Awan, CPCU, AIC,  Assistant Vice President
Amica Mutual Group, Lincoln, RI

Patricia King, AIC,  Claim Director-Multiple Lines
American National P&C Group, Albany, NY

  • Review the needs and interests of both your organization and your client
  • Identify the appropriate use of technology while maintaining a personal relationship with your customer
  • Manage public and technology-driven expectations when investigating and resolving claims

Legalized Marijuana & its Impact on Insurance Claims

Session Code:  785    Session Level:  Intermediate

Curriculum: General Interest

Monday 10:30 - 11:30 -- Room 310
Tuesday 10:30 - 11:30 -- Room 204

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

  • 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

Negotiation Skills for Claims Professionals

Session Code:  0735    Session Level:  Intermediate

Curriculum: General Interest

Monday 3:30 - 5:00 -- Room 311
Tuesday 1:30 - 3:00 -- Room 311

Carl Van, President & CEO
International Ins. Institute, New Orleans, LA

Paul Webb, Chief Claims Officer
Latitude Subrogation Services, Bloomfield Hills, MI

  • Define the five maxims of negotiations and the value of each during interactions with claimants
  • Develop persuasive techniques that reduce debate and saves you time
  • Identify and practice the five step process of negotiations
  • Recognize the strengths and weaknesses of your position on the claim

Privilege & Discovery Issues in Claim Files

Session Code:  0795    Session Level:  Intermediate

Curriculum: General Interest

Tuesday 1:30 - 3:00 -- Room 310
Wednesday 3:30 - 5:00 -- Room 208

Sarah C. Huber, CPCU,  Associate Examiner
Amica Mutual Group, Lincoln, RI

Terry L. Welch, Jr., JD,  Attorney
Nielsen, Zehe & Antas, P.C., Chicago, IL

  • Describe why discoverability of claims file should be important to adjusters and why it may be sought by other parties
  • Evaluate scenarios in both first-party and third-party claims where the claims file could become the subject of a discovery dispute
  • Review recent legal trends related to the production of insurers' claim files
  • Analyze how courts determine whether to force insurers to produce claims files
    ** Identify practical steps adjusters can take to control the discoverability of their files

Women's Leadership in Insurance

Session Code:  775    Session Level:  Intermediate

Curriculum: General Interest

Tuesday 3:30 - 5:00 -- Room 200

Lisa Bergeron, Chief Visionary Officer
AWE, Providence, RI

Jenny Pye, CPCU, AIC,  Director-Quality Improvement
Liberty Mutual Insurance, Boston, MA

Lisa St. Onge, AIC, AIM,  Sr. AVP Claims
Amica Mutual Group, Lincoln, RI

  • Review communication perceptions and techniques to enhance your message delivery
  • Describe the impact of confidence in leadership
  • Explore the differences between a mentor and sponsor
  • Build your personal brand and ways you can make a difference in your organization