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
Teresa Miller, 
Commissioner of Insurance, Pennsylvania Department of Insurance
9:15 – 10:00 a.m. KEYNOTE ADDRESS
Myra Golden, Author and Speaker, BEYOND WOW-  Keeping up with customers expectations and providing more than anticipated. 
10:00 – 10:15 a.m. Networking Break
10:15 – Noon KEYNOTE ADDRESS CONTINUES
Myra Golden,
Author and Speaker, BEYOND WOW- Keeping up with customers expectations and providing more than anticipated. 
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, October 25, 2016
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
Eileen Sandelli, Director, Lincoln Financial
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 Tarplay, Texas DOI
Moderator: Gail Cleary, Director, Genworth Office of Consumer Affairs
2:15 – 3:15 p.m. MARKET CONDUCT ANNUAL STATEMENTS  – REPORTING & RESOLUTION
Panelists:
Kelly Krakowski, Market Conduct Chief, P & C Division, Pennsylvania Insurance Department
Rep from Canadian Council of Insurance Regulators
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 Department of Insurance
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: SUREBRIDGE – UPDATES TO COMPLAINT DATABASE FILES
Presenter: Kristi Colbert, Manager, SureBridge
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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