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, 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
Myra Golden, MHR, TOPIC: 4 Keys to Delivering Bad News to Customers 
10:00 – 10:15 a.m. Networking Break
10:15 – Noon KEYNOTE ADDRESS CONTINUES
Myra Golden, MHR, TOPIC: 4 Keys to Delivering Bad News to Customers
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)
Brian Webb, NAIC,
Assistant Director of Health Policy and Legislation
IMPACT OF TECHNOLOGY ON COMPLAINTS
Melissa Hield, Associate Commissioner, Texas Department of Insurance
Rep from Pennsylvania DOI
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 – 11:45 a.m. SOCIAL MEDIA – EFFECTS ON INSURERS & REGULATION
Panelists:
Eileen Sandelli, Director, Lincoln Financial
Angela L. Nelson, AMCM Director, Financial Institutions & Professional Regulation
Coda Bruce, Director in Office of Customer Advocacy, Nationwide
Moderator: Joan Olson, ICAE President, Swiss Re Life
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 Insurance Dept.
Deborah Piotrowski, Manager, Executive Assistants to the President, Erie Indemnity
Matt Tarpley, Texas DOI
Moderator: Gail Cleary, Director, Genworth Office of Consumer Affairs
2:15 – 3:15 p.m. MARKET CONDUCT ANNUAL STATEMENTS  – REPORTING & RESOLUTION
Panelists: Matt Tarpley, Texas DOI
Kelly Krakowski, Market Conduct Chief, P & C Division, Pennsylvania DOI
Nathalie Sirois, Director, Insurance Supervision at the AMF
Facilitator:  Erica Hiemstra, 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: Lois Alexander, Market Regulation Manager, NAIC
Melissa Hield, Associate Commissioner, Texas DOI
Lois Alexander, Market Regulation Manager, 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 – 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 – 10:00 a.m. ASK THE REGULATOR & MEMBER PANEL
Panelists:
Moderator: Lois Alexander,
Market Regulation Manager, National Association of Insurance Commissioners (NAIC)
 10:00 – 11:00 a.m.

 

MEMBER  SHOWCASE:
Presenter: Roger Graves, SBS Marketing & New Business Development, NAIC will speak on the SBS Complaint system.
11:00 – 11:15 a.m. ICAE 2018 Exchange Preview
11:15 – 11:30 a.m. Pittsburgh Wrap Up
Joan Olson
, ICAE President, Swiss Re Life

 

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