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Tackling Stress & Customer Service-Related Burnout

Curriculum: General Interest

Monday, March 20 — 3:30 - 5:00
Tuesday, March 21 — 1:30 - 3:00

Ryan Matchack, Senior Training Specialist, Grange Insurance, Columbus, OH
Marc Powell, Director of AIA, CRU Group, Hurst, TX

  • Identify the symptoms of stress: Emotional, Physical, Cognitive, Behavioral
  • Recognize the causes of stress
  • Evaluate all aspects of burnout and how they relate to customer service
  • Assess the effects of burnout
  • Successfully cope with or avoid stress and burnout with techniques and tools

Tenant Improvements & Betterments in Commercial Cases

Curriculum: Adjusting Property

Monday, March 20 — 3:30 - 5:00
Wednesday, March 22 — 1:30 - 3:00

Thomas Carstens, CPCU, Senior Vice President, Crawford & Company, Peachtree Corners, GA
Seth Jackson, JD, Partner, Zelle LLP, Framingham, MA
Kory Stucky, AIC, Sr. Property Claims Rep., Central Insurance Companies, Van Wert, OH

  • Analyze commercial property policies regarding tenant improvements and betterments
  • Identify insurable interests of landlords and tenants
  • Evaluate leases and insurance responsibility for coverage implications
  • Compare legal cases impacting loss adjustment

Think Like A Detective: Investigation for Subro

Curriculum: Subrogation

Tuesday, March 21 — 8:00 - 9:30
Wednesday, March 22 — 1:30 - 3:00

Carnetta Crawford, Claims Manager, American National P&C Group, Springfield, MO
Kathleen Schulze, Claims CS Supervisor, American National P&C Group, Springfield, MO
Scott Thompson, AIC, ARC, SCLA, Claims Manager - Recovery, American National P&C Group, Springfield, MO

  • Identify the importance of obtaining information at claim intake (FNOL).
  • Distinguish the tools required to investigate, document and complete the claim.
  • Recognize how claim intake, investigation and documentation impact subrogation.

Third-Party Bad Faith Claims: Emerging Issues

Curriculum: Casualty Campus

Monday, March 20 — 3:30 - 5:00
Wednesday, March 22 — 10:30 - 12:00

Geoffrey J. Repo, , Partner, Gordon & Rees, LLP, Chicago, IL
Kevin Willging, JD, Executive Counsel, Travelers Companies, Hunt Valley, MD

  • Spot warning signs of bad faith exposure in third-party contexts
  • Review emerging bad faith issues and trends in the third-party claims
  • Identify warning signs of bad faith "set-ups" by third-party claimants and develop responsive action plans

Traumatic Brain Injury: Evaluating Claims

Curriculum: Casualty Campus

Tuesday, March 21 — 10:30 - 12:00
Wednesday, March 22 — 1:30 - 3:00

David R. Price, Ph.D., President, The Forensic Network, Greenville, SC
Robert S. Stickley, JD, Founder, Stickley Law, LLC, Newtown Square, PA

  • Describe what constitutes a mild traumatic brain injury, moderate traumatic brain injury, and severe traumatic brain injury
  • Identify what records and documents are needed for appropriate brain injury evaluation
  • Distinguish the prognosis for recovery from mild, moderate, and severe traumatic brain injuries
  • Evaluate the high probability of fraud and malingering in mild traumatic brain injury claims


We hope you will join us in Orlando for 3 days of expanding your story as a claims professional.

  • WRITE YOUR OWN AGENDA from over 100 educational sessions within 14 tracks taught by industry leaders
  • EXPAND YOUR NETWORK by telling your story as a claims professional and hearing the stories of a diverse range of claims professionals
  • PREPARE FOR YOUR NEXT CHAPTER by making connections with a broad, innovative group of the industry's leading service providers at the Insurance Services Expo

It was my first time, so it was a great time hearing from a lot of different people and experiencing something new.

I like there are educated speakers who show genuine appreciation and passion for their topics.

I enjoyed the variety of sessions and the networking promoted within the session. I alsoappreciated the collection of exhibitors that had various ways of engagement.

The Networking was amazing, but just being able to be together with peers and new friendsagain was so needed!

I enjoyed meeting other professionals in the business. I also loved the various topics andhearing how other insurance carriers were addressing some of the same issues we encounter.

The informational sessions were very useful and gave me a lot of great things to bring backwith me.

The variety of content and the sessions that were interactive. So valuable to learn from otherattendees and how they tackle challenges and issues at their organizations.

Opportunity to connect with other claim professionals and vendors. Informative & interestingpresentations. Appreciated that a lot of the presentations qualified for CE credit.

PLRB greatly appreciates the following claims service providers for their outstanding support for the 2023 Claims Conference.


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