Handling Challenging People & Difficult Circumstances

State Approved CE Credits:

Wednesday, March 20 — 8:30 - 10:00
Tuesday, March 19 — 8:00 - 9:30

Richard Ainsworth, CPCU, AIC, AIM, Sr. Consultant, Equis Consulting, Indianapolis, IN
Tom Meier, Senior Consultant, Equis Consulting, Indianapolis, IN

• Recognize the three dysfunctional go-to responses that will result in making the situation worse for you and the insured
• Establish a system of boundaries that can help defuse your reaction to conflict
• Increase your ability to manage dysfunctional patterns of interaction
• Eliminate words that trigger reaction and provoke anger

Have you Lied Today? (A Unique Ethics Discussion)

State Approved CE Credits:FL NC

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

Jackie Jones, Manager, Property & SIU Claims, Indiana Farm Bureau Insurance, Indianapolis, IN
Terence Kadlec, PE, VP-Engineering & Specialty, MC Consultants, Inc., Carlsbad, CA

• Attendees will be challenged to be honest with themselves on why we lie through an ethics-focused session
• Through interaction with the attendees, the session presenters will bring examples and case studies for discussion, while probing attendees to open up
• Assess our ethical responsibilities in the workforce and develop tools to correct our actions
• By the end of the session, we will have an Understanding that we lie, but the fact that we lie doesn't make us bad people

Hidden Forces of Litigation

State Approved CE Credits:

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

William H. McKenzie, IV, JD, Litigation Attorney, Norman Wood Kendrick & Turner, Birmingham, AL

• Identify 4 common mistakes and 4 proven tactics in litigation
• Describe how jurors' cognitive biases shape how they receive and process information
• Explain how creating intentional powerful moments at trial can positively influence juror's emotional decision-making in the defense's favor
• Develop strategies to tactically ease tension and promote a favorable atmosphere at trial to disarm nuclear verdicts

Leading Amidst Stress & Burnout: Navigate the Storm

State Approved CE Credits:

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

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
• Successfully cope with, or lessen, stress and burnout with techniques and tools

Litigation Strategies: Outside Counsel

State Approved CE Credits:FL NC TX

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

Larry Mason, Esq., Partner, Goldberg Segalla, LLP, Chicago, IL
Crystal Uebelher, JD, CPCU, AIC, AIM, Div. AVP-Corp. Claim Practices, Great American P&C Group, Cincinnati, OH

• Develop improved claims handling skills for claims adjusters who manage litigated first and third party claims
• Identify strategies for building and maintaining a positive and productive relationship with outside coverage counsel and underlying defense counsel
• Explore remedies available to insurers when problems develop with outside coverage counsel and underlying defense counsel

Onboarding, Offboarding, and Personal Development Training Today & Tomorrow

State Approved CE Credits:FL NC

Tuesday, March 19 — 10:30 - 12:00
Wednesday, March 20 — 1:30 - 3:00

Todd Breton, Program Manager, Hippo Insurance Services, Austin, TX
Gene Strother, President of Adjust U, Mid-America Catastrophe Svcs., Grand Prairie, TX

• Evaluate current onboarding/off-boarding/professional development
• Investigate virtual and in-person options
• Anticipate future possibilities (AI, etc.)

Preparing for Testimony: Only The Truth

State Approved CE Credits:FL NC

Tuesday, March 19 — 8:00 - 9:30
Wednesday, March 20 — 8:30 - 10:00

Nelson E. Canter, Esq., Partner, McLaughlin & Stern, LLP, New York, NY
Demetrius Lambrinos, Esq., Counsel, CounselOne, PC, Beverly Hills, CA
Michael Schwartz, AIC AINS RPA, EVP/Secretary & EGA, L.J. Shaw & Company, Lombard, IL

• Describe techniques that will make you confident in handling the deposition and/or trial testimony
• Learn to spot the “tricks” opposing lawyers use to confuse or trap you
• Identify ways to handle yourself to project the best image

Soft Skills for Hard Claims Situations

State Approved CE Credits:

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

Gregg Golson, CPCU, ACS, AIC, AIM, VP-Program Director, J.S. Held LLC, Jacksonville, FL
E. Holland Howanitz, JD, Partner, Tyson & Mendes, Jacksonville, FL

• Learn how to resolve claims conflicts better
• Adapt to our industry’s technology and culture changes and stay viable
• Use empathy to apply good-faith claims handling skills
• Apply the new skills immediately via posed dilemmas

Traumatic Incidents: Negative Impact on Claims Professionals & Customers

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.

Unfair Claims Practices: This is Jeopardy!

State Approved CE Credits:DE FL NH NC OK TX

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

James H. Cole, Esq., Attorney, Marshall Dennehey, P.C., Philadelphia, PA
Jennie Philip, Esq., Sr. Coverage Director, Chubb, Philadelphia, PA

• Identify the nuances of the act and how the provisions directly affect day to day claims handling with concrete examples from a property perspective
• Effectively explain how policyholders attempt to use violations of the act as evidence of bad faith and how best to avoid potential extra-contractual liability
• Describe procedures for file documentation to ensure compliance with the act
• Evaluate various positions and ways to handle different scenarios while remaining in compliance with the act

Unifying Stakeholders in the Claims Value Chain

State Approved CE Credits:FL NC TX

Tuesday, March 19 — 3:30 - 4:30
Wednesday, March 20 — 1:30 - 2:30

Rob Hanson, CCO, Accuserve Solutions, Springfield, OH
Hunter Powell, CEO, Accuserve Solutions, Springfield, OH
Erica Reed, VP Construction Operations, Elite Claim Solutions, St. Louis, MO

• Explore the existing pain points and challenges faced by Insurance Carriers, Policyholders, and Contractors in the property claims process
• Showcase the tangible benefits that arise from unifying stakeholders in the property claims value chain
• Demonstrate how Accuserve has effectively brought together Insurance Carriers, Policyholders, and Contractors to deliver trusted, timely, and expert-quality solutions