AGENDA

6:30 pm | Welcome Reception

7:30 am | Breakfast

8:00 am | Conference Welcome

Speaker:

Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >

8:05 am | Keynote: Leading Through Change — A Claims Executive’s Perspective

Kick off the event with a compelling keynote from Ken Rosen, former Chief Claims Officer for Allstate and USAA. With decades of leadership experience, Ken will share how the claims industry is adapting to rapid shifts in customer expectations, technology, and workforce dynamics. He’ll offer real-world insights into how top organizations are managing disruption while staying focused on service excellence and innovation. This session sets the tone for a day of forward-thinking dialogue and actionable takeaways.

Speaker:

Ken Rosen
President
Rosen Consulting Solutions, LLC | View speakers >

8:45 am | Keynote: Navigating the Crossroads — The Current State of Claims Customer Experience

Join Mark Garrett, Director of Claims Research at J.D. Power, for an in-depth look at the latest trends shaping the claims customer experience across auto, property, and digital. Drawing from J.D. Power’s most recent studies, Mark will unpack how rising costs, extreme weather, and repair delays are putting pressure on satisfaction — and where digital innovation is helping carriers turn the tide. This keynote will provide a data-driven view of the challenges and opportunities facing claims leaders today.   

Speaker:

Mark Garrett
Director, Insurance Intelligence
J.D. Power | View speakers >

9:10 am | Rethinking FNOL — Turning the First Touchpoint into a Strategic Advantage

The First Notice of Loss is no longer just a procedural step — it’s a strategic opportunity. This panel will explore how digital intake, proactive communication, and seamless workflow integration are transforming FNOL into a moment that builds trust and sets the stage for a smooth claims journey. Hear from industry leaders and J.D. Power experts on how top carriers are reducing friction and improving satisfaction from the very first interaction. Walk away with ideas to elevate your FNOL strategy and drive measurable impact.   

Moderator:

Mark Garrett
Director, Insurance Intelligence
J.D. Power | View speakers >

Panelists:

Chetan Ghai
Chief Commerical Officer
Agero, Inc. 

Additional panelists to be announced.

9:40 am | The Future of Estimation — Balancing Accuracy, Speed, and Customer Expectations

Estimation is evolving rapidly, driven by AI, automation, and changing customer demands. This session dives into how insurers are leveraging photo-based assessments, predictive tools, and new staffing models to streamline the process. Panelists will discuss how to maintain accuracy while meeting expectations for speed and transparency. Learn how leading carriers are reimagining estimation to enhance both operational performance and customer trust.   

Moderator:

Stephen Crewdson, CPCU
Managing Director, Insurance Intelligence
J.D. Power | View speakers >

Panelists:

James Spears, MAL, MSPM, AIC, AAM, AIS Head of Automotive and Property Tractable

Additional panelists to be announced.

10:10 am | Networking Break

10:30 am | Service & Repair — Delivering on the Promise of the Claims Experience

Repair execution is where the claims promise becomes reality. This panel will explore how insurers and repair networks are collaborating to improve scheduling, communication, and quality assurance. Discover how innovations in repair tracking and customer updates are driving satisfaction and loyalty. Learn how top performers are turning service and repair into a competitive advantage.   

Moderator to be announced.

Panelists:

Lance Malcolm U.S. President – Contractor Connection Crawford & Company

Additional panelists to be announced.

11:00 am | Total Loss, Total Impact — Rethinking One of Claims’ Most Critical Moments

Total loss claims are often the most complex and emotionally charged part of the process. This session will examine how insurers are simplifying the experience through faster valuations, better communication, and smarter data use. Panelists will share how they’re turning a traditionally difficult moment into one that builds trust and strengthens relationships. Gain practical strategies to improve outcomes and reduce customer frustration.   

Moderator:

Mark Garrett
Director, Insurance Intelligence
J.D. Power | View speakers >

Panelists:

Joe Riedesel
Senior Director of Product Management
Mitchell

Additional panelists to be announced.

11:30 am | Keynote: Culture of Innovation

During this keynote session, our presenter will share Amazon's secret sauce of innovating successfully. This presentation will delve into culture, processes and tools and key concepts that Amazon has used for years both inside their own walls and with their most successful customers, concepts like two-pizza teams and Working Backwards. This session will inspire you to think differently about the culture within your claims organization.

Speaker to be announced.

12:00 pm | Networking Lunch

1:00 pm | Afternoon Announcements

Speaker:

Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >

1:05 pm | Fireside Chat: What’s Next for the Claims Customer Experience?

Join industry leaders and J.D. Power experts for a candid, conversational look at the future of claims. This fireside chat will explore emerging trends, evolving customer expectations, and the biggest opportunities for innovation. Drawing on proprietary research and real-world insights, the discussion will offer a grounded yet forward-looking perspective. It’s a chance to reflect, ask questions, and gain clarity on where the industry is headed.    

Moderator:

Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >

Participants:

Lance Malcolm
U.S. President – Contractor Connection
Crawford & Company

Ken Rosen
President
Rosen Consulting Solutions, LLC

Additional participants to be announced.

1:35 pm | Getting Settlement Right — Speed, Transparency, and Trust

Settlement is the moment of truth in the claims journey — where customer expectations are either met or missed. This panel will explore how insurers are accelerating payments, improving communication, and building trust through greater transparency. Learn how leading carriers are using technology and process improvements to close claims faster and more confidently. Discover how to make settlement a moment that reinforces your brand promise.   

Moderator:

Marcus Skerske
Senior Account Director, Insurance Intelligence
J.D. Power | View speakers >

Panelists:

Karen Chiappinelli, CPCU
Sr. Assistant Vice President
Amica Mutual Insurance

Jim Vecchio
Head of VIN Products
J.D. Power

Additional panelists to be announced.

2:05 pm | Networking Break

2:30 pm | Digital & AI in Claims — From Technology to Transformation

Digital tools and AI are no longer optional — they’re essential to modern claims operations. This session will showcase how insurers are using automation, intelligent triage, and digital engagement to enhance speed, accuracy, and customer satisfaction. Panelists will share what’s working, what’s emerging, and how to turn tech investments into real-world results. Get inspired by the transformative potential of digital and AI in claims.    

Moderator:

Eric McCready
Director, Digital Solutions
J.D. Power | View speakers >

Panelists to be announced. 

3:00 pm | Claims Customer Service — Raising the Bar on Empathy, Efficiency, and Experience

Customer service remains the human heartbeat of the claims process, even in a digital-first world. This panel will explore how service models are evolving to meet rising expectations for speed, clarity, and compassion. Hear how insurers are empowering frontline teams, blending digital and human touchpoints, and delivering experiences that truly resonate. Learn how to raise the bar on service and leave a lasting impression with every interaction. 

Moderator & Panelists to be announced.

3:30 pm | Closing Remarks

Speaker:

Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >

3:45 pm | Event Concludes