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Tenant Improvements & Betterments in Commercial Cases

Curriculum: Adjusting Property

State Approved CE Credits:DE FL NH NC OK TX

Monday, March 18 — 10:30 - 12:00
Tuesday, March 19 — 10:30 - 12:00

Thomas Carstens, CPCU, Senior Vice President, Crawford & Company, Peachtree Corners, GA
Seth Jackson, JD, Partner, Zelle LLP, Framingham, MA
Kory Stucky, AIC, Property Claims Supervisor, 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

The Future of Insurance

Curriculum: Technology

State Approved CE Credits:

Tuesday, March 19 — 10:30 - 12:00

Dan Donovan, Head of Customer Success, Shift Technology, Boston, MA
Bryan Falchuk, President & CEO, PLRB, Downers Grove, IL
Andy Hutchinson, CRO, Digital Solutions, Crawford & Company, Peachtree Corners, GA
Jeremiah Kiefer, Founder | CEO, Deft Group, New Orleans, LA

  • Changing Risks Means New Opportunities for Adjusters Jeremiah Kiefer, The Deft Group The nature and complexities of the exposures we face is changing. That means the nature of claims is changing, but also means the opportunities for claims experts are growing. Jeremiah Kiefer of The Deft Group shares his view of how these changing dynamics mean today’s adjusters can become risk and underwriting experts to help ensure the sustainability of our industry.
  • What Does Good Look Like When It Comes to Fraud? Dan Donovan, Shift Technologies Fraud is an ever-moving target as those perpetrating it evolve their methods and sophistication. What do the patterns emerging in how fraud plays out and what does that mean for what Good looks like in how we respond to or get ahead of it? Dan Donovan of Shift Technologies shares the insights they see from across the industry and how insurers and claims professionals should think going forward to stay ahead of the problem.
  • Navigating Increasing Claim Complexity to Make Better Decisions Andy Hutchinson, Crawford & Company Getting the claim to the right person as quickly as possible can be the difference between a typical claim and a high severity situation. As claims get more complex, and the pathways each claim can take spiderweb, can new solutions like AI and Machine Learning change the game by empowering claims professionals to make better decisions, faster? Learn what we can already do now, and where technology will take us going forward.

The Perils of Under Reporting

Curriculum: Underwriting and Claims

State Approved CE Credits:FL NC

Tuesday, March 19 — 8:00 - 9:30
Wednesday, March 20 — 3:30 - 5:00

Collin J. Spears, JD, Partner, Lewis Brisbois, New York, NY

  • Understand the importance of properly valuing property during the underwriting process
  • Speak intelligently regarding valuation of property as it relates to inflation, risings supply costs, and supply chain issues.
  • Create an exposure analysis regarding possible underwriting impacts as a result of under-reporting of valuation.
  • Craft solutions to under-reporting issues

Think Like A Detective: Investigation for Subro

Curriculum: Subrogation

State Approved CE Credits:FL NC TX

Monday, March 18 — 10:30 - 12:00
Tuesday, March 19 — 1:30 - 3:00

Daniel Knott, Sr. Subrogation Claims Adj., Western National Insurance, Edina, MN
Michael D. O'Donnell, JD, Member, Cozen O'Connor, Philadelphia, PA
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

State Approved CE Credits:FL NH NC TX

Monday, March 18 — 10:30 - 12:00
Tuesday, March 19 — 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

Time-Limited Demands & Avoiding Nuclear Verdicts

Curriculum: Casualty Campus

State Approved CE Credits:FL NC

Monday, March 18 — 1:30 - 3:00
Wednesday, March 20 — 8:30 - 10:00

Corinne Cable, Associate Corporate Counsel, Brotherhood Mutual Insurance, Fort Wayne, IN
Clay Crawford, JD, Member, Baker Sterchi Cowden & Rice, Kansas City, MO
Michael Kiernan, Attorney, Partner, Traub Lieberman, St. Petersburg, FL
John C. Trimble, JD, Partner, Lewis Wagner LLP, Indianapolis, IN

  • Discuss the various legal grounds for excess liability that may arise from the failure to adequately or promptly respond to a time-limited demand
  • Delve into issues such as attorney client privilege, getting ready before a time-limited demand is made, and how carriers will respond if a demand is made before it is ready to respond
  • Address the conundrum that occurs when there are a number of competing demands for a policy limit that is not adequate to respond fully to each and every claimant

Tow & Body Shops: Combating Questionable Invoices

Curriculum: Casualty Auto

State Approved CE Credits:FL NC TX

Monday, March 18 — 1:30 - 2:30
Tuesday, March 19 — 10:30 - 11:30

Justin Fabella, Esq., Senior Counsel, Travelers Companies, West Bridgewater, MA
Shahan Kapitanyan, JD, Senior Associate, Brand & Tapply, LLC, Wellesley, MA

  • Identify Questionable and Suspect Charges in Towing/Body Shop Invoices
  • Learn Techniques to Combat Questionable Towing/Body Shop Invoices
  • Collaborate with IAs, Appraisers, Field Adjusters, Legal Counsel, and Experts in Challenging Questionable Towing/Body Shop Invoices
  • Create Internal Protocols and Best Practices in Combatting Questionable Towing/Body Shop Invoices

Transforming the Claims Process with Innovations in Data

Curriculum: Technology

State Approved CE Credits:FL NC

Tuesday, March 19 — 8:00 - 9:30
Wednesday, March 20 — 1:30 - 3:00

Paul Disney, SVP of Product, itel, Jacksonville, FL

  • Understand how data is transforming the claims process in P&C insurance and the impact on the industry as a whole.
  • Learn how to leverage data to improve the user experience and increase efficiency in the claims process.
  • Discover best practices from industry leaders who have successfully implemented cutting-edge data solutions to transform their claims process.

Traumatic Brain Injury: Evaluating Claims

Curriculum: Casualty Campus

State Approved CE Credits:FL NH NC TX

Tuesday, March 19 — 3:30 - 5:00
Wednesday, March 20 — 10:30 - 12:00

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

Traumatic Incidents: Negative Impact on Claims Professionals & Customers

Curriculum: General Interest

State Approved CE Credits:DE FL NC OK TX

Monday, March 18 — 10:30 - 12:00
Tuesday, March 19 — 8:00 - 9:30

Tom Carlson, Director of Field Claims, North Star Mutual Insurance, Cottonwood, MN
Ray Shelton, Ph.D., Dir.-Professional Development, American Academy of Experts, Hicksville, NY

  • Define traumatic incident exposure, and the negative impact on claims professionals, customers, and the overall claims process.
  • List specific intervention strategies to use with the distressed, traumatized customer.
  • Outline strategies to maintain the safety and health of the claim’s professional.
  • Discuss the organizational approach to managing the negative impact of traumatic incidents.


Please join us in Boston for 3 days of sharing how you serve and adapt as an insurance professional in today’s rapidly evolving world:

  • Engage in over 100 innovative educational course selections across 14 learning tracks led by industry professionals serving your quest for know-how in the ever-evolving insurance landscape
  • Forge connections through one of the industry’s largest gatherings of diverse insurance professionals serving as a conduit for networking opportunities
  • Immerse yourself in the Insurance Services Expo interacting with hundreds of leading edge service providers showcasing products and tools to revolutionize service in the insurance industry

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 2024 Claims Conference.


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