October 29, 2025 | Chicago, IL
AGENDA
8:15 am | Conference Welcome
Speaker:
Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >
8:20 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 >
9:05 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 >
9:40 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.
Andrew Leeds
Chiefs Claims Officer
Plymouth Rock Home Assurance
David Rymarz
Senior Vice President
IAA Marketplace
10:30 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:
Marcus Skerske
Senior Account Director, Insurance Intelligence
J.D. Power | View speakers >
Panelists:
Lance Malcolm
U.S. President – Contractor Connection
Crawford & Company
James Spears, MAL, MSPM, AIC, AAM, AIS
Head of Automotive and Property
Tractable
Michele Wyatt
Vice President, Head of Claims
Auto Club Enterprises
11:00 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:
Josh Solomon
Strategic Account Director, Insurance Intelligence
J.D. Power | View speakers >
Panelists:
Brian Burbridge
SVP, Strategic Accounts
Caliber Collision
Brad Cowan
Chief Revenue Officer
Paul Davis Restoration
Lance Malcolm
U.S. President – Contractor Connection
Crawford & Company
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:
Kristen Jordan
Principal, Worldwide Digital Innovation
Amazon Web Services
1:00 pm | Afternoon Announcements
Speaker:Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >
1:05 pm | 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:
Brian Burbridge
SVP, Strategic Accounts
Caliber Collision
Meggan O'Malley
Vice President, Product Management
IAA
Joe Riedesel
Senior Director, Product Management
Mitchell
1:35 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:
Stephen Crewdson, CPCU
Managing Director, Insurance Intelligence
J.D. Power | View speakers >
Panelists:
Karen Chiappinelli, CPCU
Sr. Assistant Vice President
Amica Mutual Insurance
Mark Miller
Managing Director, Advisory Services
J.D. Power
Shawn Ricks
Vice President of Claims
Shelter Insurance Companies
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:
Jon Paul Hollabaugh
Director of Claims - Material Damage
Nationwide Insurance
Mike Macari
Assistant Vice President of North American Sales
Entegral
3:00 pm | Fireside Chat: Pricing & Profitability
Gain insights into the current profitability landscape for auto and home insurance, with a focus on claims expenses. This fireside chat will cover market trends in pricing, capacity, underwriting, limits, deductibles, and coverage. Discover how leading organizations are leveraging vehicle data and industry best practices to ensure accurate vehicle valuations and competitive auto insurance pricing.
Moderator:Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >
Participants:
Katie Henry
Director
AON
Ken Rosen
President
Rosen Consulting Solutions, LLC
Jim Vecchio
Head of VIN Products
J.D. Power
3:30 pm | Closing Remarks
Speaker:Scott Quarderer
Managing Director, Insurance Intelligence
J.D. Power | View speakers >