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Exchange Agenda
| Sunday, October 23, 2016 |
| 5:30 – 7:00 p.m. |
Welcome Reception for all ICAE Registrants |
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| Monday, October 24, 2016 |
| 7:30 – 8:30 a.m. |
Continental Breakfast |
| 8:30 – 8:45 a.m. |
ICAE WELCOME & President’s Address
Joan Olson, ICAE President, Swiss Re Life |
| 8:45 – 9:15 a.m. |
WELCOME TO LOUISIANA
James J. Donelon, Commissioner of Insurance, Louisiana Department of Insurance |
| 9:15 – 10:00 a.m. |
COMPLAINERS AND ENERGY DRAINERS
Linda Swindling, Author and Speaker, Journey On! Stop Complainers and Energy Drainers: How to Negotiate Work Drama to Get More Done |
| 10:00 – 10:15 a.m. |
Networking Break |
| 10:15 – Noon |
NEGOTIATION SKILLS WORKSHOP
Linda Swindling, Author and Speaker, Journey On! Stop Complainers and Energy Drainers: How to Negotiate Work Drama to Get More Done |
| Noon – 1:30 p.m. |
LUNCH |
| 1:30 – 3:00 p.m. |
FRAUD – IT’S IMPACT & “RED FLAGS”
Alan Haskins, Director of Government Affairs, National Insurance Crime Bureau (NICB)
Matthew Stewart, Deputy Commissioner of Fraud, Louisiana Department of Insurance
Nicole Thornbro, AssistantCriminal District Attorney, Texas Department of Insurance
Moderator: Linda Swindling |
| 3:00 – 3:15 p.m. |
Networking Break |
| 3:15 – 4:45 p.m. |
CASE STUDIES Facilitated sessions where real cases will be presented and groups will come up with best practices by responding to complaints in clear, concise language.
Erica Hiemstra, Director, Canadian Life & Health Insurance Assoc. |
| 4:45 – 6:00 p.m. |
Networking Reception |
| Tuesday, October 25, 2016 |
| 7:30 – 8:30 a.m. |
Continental Breakfast |
| 8:30 – 9:30 a.m. |
COMPLAINT FILES & DEPOSITIONS
Presentation by:
Salvatore A. Clemente, Esquire, Partner, Wilson Elser Robert Lesko, Partner, Wilson Elser |
| 9:30 – 10:00 a.m. |
Networking Break |
| 10:00 – 11:45 a.m. |
DEPOSITION WORKSHOP
Salvatore A. Clemente, Esquire, Partner, Wilson Elser Robert Lesko, Partner, Wilson Elser |
| 11:45 – 1:00 p.m. |
Lunch |
| 1:00 – 1:45 p.m. |
FINANCIAL LITERACY FOR SENIORS
Judith Shaw, Securities Administrator, Maine Office of Securities |
| 1:45 – 3:15 p.m. |
MARKET CONDUCT ANNUAL STATEMENTS (MCAS) – COLLECTING, REPORTING, & RESOLUTION
Panelists:
Lisa Brown, Sr. Counsel and Director, Compliance Resources, American Insurance Association (AIA)
Kelly Krakowski, Market Conduct Chief, P & C Division, Pennsylvania Insurance Department
Craig Leonard, Director, Market Regulation, Examination Resources, LLC
Facilitator: Christine Palmieri, Vice President, Travelers |
| 3:15 – 3:30 p.m. |
Networking Break |
| 3:30 – 4:45 p.m. |
ICAE BREAKOUT – Your Challenges – Your Best Practices
Facilitated sessions will focus on consistent complaint coding – NAIC model, consumer’s complaints vs. root cause, and reconciling confirmed complaints.
Facilitators: Joan Olson, Vice President, Swiss Re Life &
Melissa Hield, Associate Commissioner, Texas Department of Insurance |
| 5:45 – 9:00 p.m. |
Evening Dinner Networking Event – Creole Queen |
| Wednesday, October 26, 2016 |
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| 7:30 – 8:30 a.m. |
REGULATOR MEETING & BREAKFAST |
| 7:30 – 8:30 a.m. |
ICAE MEMBER BREAKFAST |
| 8:30 – 9:00 a.m. |
ICAE MEMBER BUSINESS MEETING |
| 9:00 – 11:00 a.m. |
ASK THE REGULATOR & MEMBER PANEL
Panelists:
Gail Cleary, Director, Office of Consumer Affairs, Genworth
Christine Palmieri, Vice President, Travelers
Moderator: Lois Alexander, Market Regulation Manager, National Association of Insurance Commissioners (NAIC) |
| 11:00 – 11:15 a.m. |
ICAE 2017 Exchange Preview |
| 11:15 a.m. |
New Orleans Wrap Up
Joan Olson, ICAE President, Swiss Re Life
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