Conference Agenda Fall 2017


Exchange Agenda

Sunday, September 24, 2017
5:30 – 7:00 p.m. Welcome Reception for all ICAE Registrants
Monday, September 25, 2017
7:30 – 8:30 a.m. Continental Breakfast
8:30 – 8:45 a.m. PRESIDENT’S ADDRESS & ICAE WELCOME
Joan Olson
, ICAE President, Vice President, Swiss Re Life
8:45 – 9:15 a.m. WELCOME TO PENNSYLVANIA
Seth Mendelsohn,
Executive Deputy Insurance Commissioner, Pennsylvania DOI
9:15 – 10:00 a.m. KEYNOTE ADDRESS: 4 KEYS TO DELIVERING BAD NEWS TO CUSTOMERS
Myra Golden, MHR, Myra Golden Media 
10:00 – 10:15 a.m. Networking Break
10:15 – Noon KEYNOTE ADDRESS CONTINUES: 4 KEYS TO DELIVERING BAD NEWS TO CUSTOMERS
Myra Golden, MHR, Myra Golden Media
Noon – 1:30 p.m. LUNCH
1:30 – 2:00 p.m.

2:00 – 3:00 p.m.

CHANGES TO THE AFFORDABLE CARE ACT (ACA)
David Buono
, Pennsylvania Consumer Liaison, Pennsylvania DOI
IMPACT OF TECHNOLOGY ON COMPLAINTS
Melissa Hield, Associate Commissioner, Texas DOI
David Buono, Pennsylvania Consumer Liaison, Pennsylvania DOI
Rebecca Vasquez, Senior Regulatory Analyst/Publisher, RegEd
Moderator: Lois Alexander, Market Regulation Manager II, NAIC
3:00 – 3:15 p.m. Networking Break  
3:15 – 4:45 p.m. COMPLAINT 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.
Susan Hatfield, AVP, Officer of Customer Advocacy, Nationwide,    Wendy Whitrock-Keller, Director of Privacy & Compliance, Sentry Insurance
 4:45 – 6:15 p.m.  Networking Reception
Tuesday, September 26, 2017
7:30 – 8:30 a.m. Continental Breakfast
8:30 – 10:00 a.m. FRAUD IN THE LIFE, HEALTH, PROPERTY & CASUALTY INDUSTRIES
Keith Elliott
– VP – Operations & Business Development, Reed Research
10:00 – 10:15 a.m. Networking Break
10:15 – 11:15 a.m.

11:15 – 11:45 a.m.

SOCIAL MEDIA – EFFECTS ON INSURERS & REGULATION
Panelists:
Eileen Sandelli, Director, Compliance, Lincoln Financial
Angela L. Nelson, AMCM Director, Financial Institutions & Professional Regulation, Missouri DOI
Coda Bruce, Director in Office of Customer Advocacy, Nationwide
Moderator: Joan Olson, ICAE President, Vice President, Swiss Re Life
SHOWCASE: SELECTIVE INSURANCE
PRESENTER: REBA JONES,
Compliance Specialist, Selective Ins Grp
11:45 – 1:15 p.m. Lunch
1:15 – 2:15 p.m. LINK BETWEEN COMPLAINTS & MARKET CONDUCT EXAMS  – Panelists:
Gerard O’ Sullivan,
Director, Consumer Affairs, State of Connecticut DOI
Deborah Piotrowski, Manager, Executive Assistants to the Ofc/President, Erie Insurance
Matt Tarpley, Market Conduct Manager, Texas DOI
Moderator: Gail Cleary, Director, Office of Consumer Affairs, Genworth
2:15 – 3:15 p.m. MARKET CONDUCT ANNUAL STATEMENTS  – REPORTING & RESOLUTION
Panelists: Matt Tarpley, Market Conduct Manager, Texas DOI
Nathalie Sirois, Director, Insurance Supervision, AMF
Teresa Cooper, Market Analysis Manager, NAIC
Facilitator:  Erica Hiemstra, ICAE VP, Assistant Vice President, Canadian life and Health Insurance Association
3:15 – 3:30 p.m. Networking Break
3:30 – 4:45 p.m. LIFE & HEALTH 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.
Life & Health Facilitators: 
Melissa Hield, Associate Commissioner, Texas DOI
Lois Alexander, Market Regulation Manager II, NAIC
Property & Casualty Facilitators: Shana Shoden, AVP, Area Manager, Liberty Mutual
Adam Stanhope, Sr. Compliance Analyst, The Hanover Insurance Group
5:45 – 9:00 p.m. Evening Dinner Networking Event – Hofbrauhaus
Wednesday, September 27, 2017
7:30 – 9:00 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 – 10:00 a.m. ASK THE REGULATOR & MEMBER PANEL
Panelists:
Moderator: Lois Alexander,
Market Regulation Manager II, National Association of Insurance Commissioners (NAIC)
 10:00 – 11:00 a.m.

 

MEMBER  SHOWCASE: SBS COMPLAINT SYSTEM
Presenter: Roger Graves, SBS Marketing & New Business Development, NAIC.
11:00 – 11:15 a.m. ICAE 2018 Exchange Preview
11:15 – 11:30 a.m. Pittsburgh Wrap Up
Joan Olson
, ICAE President, Vice President, Swiss Re Life

 

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