Annual Education Conference Session Descriptions
* Roundtable Discussion
Monday, September 29, 8:00am - 8:15am
Exhibitor Spotlights: Exhibitor spotlights will offer an exclusive opportunity for sponsors and exhibitors to connect, educate, and engage. These dedicated 15 minutes on Monday and Tuesday morning will introduce the company, showcase its products, and highlight services through a presentation and/or live demo. Be sure to attend the spotlights and discover what these leading companies have to offer.
Monday, September 29, 8:30am - 8:45am
Monday, September 29, 11:00am - 12:30pm
Exploring Leave Through the HR Lens: A Practical Employer's Guide (Absence Management)
Speakers: Karen Tompson, Prudential Financial; Darren Keener, Majesco; Samantha Reed, Symetra; Monique Smith, Sun Life
A real-world, HR-focused exploration of the maternity leave journey. Participants will follow a step-by-step scenario beginning with intermittent leave, progressing through workplace accommodations, a continuous medical leave, and concluding with bonding time. Through an interactive format, this session breaks down complex leave regulations and clarifies where employer discretion applies—helping to demystify the often-confusing leave landscape.
Takeaway(s): Strengthen your understanding of the coordination across leave of absence, accommodations and disability plans ensuring regulatory compliance, consistent application of employer policies, and clear communication across all leave stages.
* Ask Us Anything – A Senior Disability Leader Panel (Disability)
Speakers: Aidan Kavanagh, Guardian Life Insurance Company; Laura Wernette, Northwestern Mutual; Irlande Audenier, Sun Life; Andy Gibson, Mutual of Omaha
Whether you’re a tenured or aspiring leader, you’ve likely encountered human resource challenges as corporate culture and performance expectations have changed in ways not anticipated just five years ago. Our panel of claims leaders have seen, solutioned and solved questions related to creating engaging career paths; ensuring that learning and development objectives are met in an ever-changing and varied work environment; recognizing performance excellence amongst differing generations of claims professionals and in all of these, adapting to meet changing customer expectations. Join us to learn from their successes and setbacks. Questions from the audience can be submitted ahead of time or shared during the session as prompts to enhance engagement in this discussion.
Takeaway(s): Hear from senior leaders on the most pressing issues impacting the disability claims business.
Change is Coming: Current and Future of AI Tools for Fighting Fraud (Fraud & Risk Management)
Speakers: Wesley Abraham, Evadata; Jonathan Dennis, Lincoln Financial; Christopher Salvi, Sun Life; Alyssa Lien, The Standard
Learn how anti-fraud teams in our industry are using AI today, how they got buy-in for the development and use of the AI tools, and considerations for compliance with state regulations.
* Human + Machine: charting AI's impact across the claims continuum (Insurance Technology & Analytics)
Speakers: Heather Horter, Prudential Financial; Sabrina Ueckert, AAA; Jes Vargas, Benekiva; Tracy Clang, Kuvare; Nicole Hill, LFG; Anshuman Acharya, EvolutionIQ; Laurel Jordan, Moderator
Join us for an interactive roundtable discussion that brings together claims professionals and tech leaders to explore the evolving impact of AI on the insurance claims experience. We’ll explore how AI is changing how we process claims, engage beneficiaries, and support associates, and we’ll closely examine what data preparedness means in this new landscape. Whether focused on life, annuity, LTC, or health, this is your chance to share what you’re seeing and learn from peers. Come ready to talk, question, challenge, and be part of the change.
From Courtroom to Claims Desk: Legal Updates You Need to Know (Law)
Speakers: Louis Di Giaimo, McElroy Deutsch; William Demlong, The Cavanagh Law Firm, P.A.
Join us as we explore the latest developments in the legal landscape for life, health, and disability practitioners. We will review and analyze key court decisions from across the country and discuss emerging trends that could impact how you evaluate—or advise others on evaluating—insurance claims.
Takeaways:
Speakers: Megan Burke, AuguStar Financial; Jennifer Drago, RGA; Curtis McAdams, RGA; Rui Pereira, Mass Mutual
Join us for the always popular Life Claims Roundtable, an attendee driven forum for discussion of life claims topics. As in years past, two Life Claims Roundtable sessions will be offered at this year’s conference. The moderators will solicit topics and questions from attendees prior to the conference and design the conversations around these submissions, ensuring interesting and pertinent subjects. This session will focus on general life claims topics, while the Advanced Life Claims Roundtable will focus on more complex life claims topics. Both sessions will offer fantastic opportunities to ask questions and hear from your peers within the industry.
Takeaway(s): Peer perspectives and open discussion on key general life claims topics
Monday, September 29, 2:00pm – 3:00pm
* Measure This! Interactive Roundtable Discussion on How Disability Carriers Measure Success (Disability)
Speakers: Kari Briscoe, RGA; Micah Rubenstein, The Standard
Disability carriers have various methods for measuring productivity, caseloads, timeliness and an array of other operational and case management processes. Come and join the discussion to share and learn how others are leaning into metrics. While we won’t come up with any official best practices during our time together, your willingness to share and learn will get us all closer to optimal measurement efficiencies. Bring your questions around the who, what, why and how disability operational metrics and be prepared to share your thoughts on critical measurements.
Target audience: STD and LTD examiners, Quality Assurance and claims leadership
Takeaway(s):
Prevention and Recovery: The Potential of GLP-1s in Reducing Disability Claims (Disability)
Speakers: Kerin Moreton, Munich Re Group; Maram Khalifa, Goodpath
This session will explore the emerging research on Glucagon-Like Peptide-1 receptor agonists (GLP-1s) and their potential to impact disability claims and recovery outcomes. We'll examine the latest findings on how GLP-1s may influence health outcomes for individuals with chronic conditions, such as diabetes. You'll learn about the possible implications of GLP-1s for disability claims, including potential effects on claim incidence, duration, and return-to-work rates. Additionally, we'll delve into the impact of GLP-1s on comorbidities and complex claims, including addiction and mental health, and discuss how these factors can influence disability claims and recovery outcomes.
Takeaway(s): A better understanding of the current state of research on GLP-1s and their potential impact on disability claims.
Wanted: Dead or Alive? Combating Foreign Death Claim Fraud (Fraud & Risk Management)
Speakers: Marlon Fearon, Swiss Re; Jhenniffer Bartz, SBLI; Erick Soeth, Diligence International Group
Join our panel of three diverse perspectives as we delve into foreign death claims. In this session, we will look at the unique challenges that arise when these claims cross your desk. We explore the importance of investigating these claims, as well as the review process, risk factors, and red flags associated with them.
Takeaway(s): Help you determine whether you are dealing with fact or fiction, including current trends and case studies.
Beyond the Basics: Advanced Strategies for Effective Claims Management (Health & Long Term Care)
Speakers: Julie Peterson, Fuzion; Jennifer Luebke, Thrivent Financial for Lutherans
This forward-looking session dives deep into the strategies and tools essential for navigating the complexities of claims in the ever-evolving industry landscape. Tailored for professionals seeking to refine their expertise, it focuses on empowering claims managers with advanced techniques to improve communication, critical thinking, and decision-making. Whether you're on the front lines or in leadership, this session is designed to elevate your approach to claims management and communication, equipping you with actionable skills to adapt and excel in today’s demanding environment.
Takeaway(s):
Attorney-Client Relationship and Privilege: Applying and Preserving It (Law)
Speakers: Matthew Anderson, State Farm; Robert Lesko, Pierson Ferdinand
This session will examine the attorney-client relationship and communication privilege, including when and how it applies in the claims context.
Takeaways:
Money Matters: Best Practices for Collaborating with Funding Companies (Life & Annuity)
Speakers: Ann Binzer, The Cincinnati Life Insurance Company; Cindy Sumner, Texas Life Insurance Company; Margo Jenkins, AAA Life Insurance; Stacey Miller, Primerica Life Insurance Company
If you attended last year’s “Grave Matters” session, you know that the relationship between funding companies, funeral homes, and insurance companies can be challenging. This year, we hope to build on that conversation by sharing the results of interviews with several funding company leaders. Our objective is to explore collaborative strategies to enhance these relationships and provide you with some best practices when working with funding company assignments. Join us for an engaging session!
Takeaway(s): Learn why funding companies do what they do and how we can best collaborate with them to make the life claim process easier.
Monday, September 29, 3:15pm – 4:15pm
Changes at the Social Security Administration and the Effect on Benefits (Disability)
Speakers: David Camp, National Organization of Social Security Claims Representatives (NOSSCR)
By the time of the ICA conference in September 2025, Social Security will have been led by five different Commissioners within one year. Recent changes in staffing, management structure, and policy priorities have occurred faster in 2025 than ever before. The nation’s largest social insurance programs are undergoing a large-scale update, with both the risks and benefits. This session will highlight the changes to be expected in Social Security’s claims processing time, claims volume, and customer service—from the perspective of the head of an organization that remains “in the room” and collaborative Social Security’s leadership.
Takeaway(s):
Customer-Centric Communications: Expanding our Focus in LTCi Claims (Health & Long Term Care)
Speakers: Debbie Maas, Fuzion; Laurie Douglas, Prudential Financial; Tambree Borom, Continental General; Joe Landers, Shelter Life Insurance
Effective communication is crucial in the realm of Long-Term Care insurance (LTCi) claims, especially when interacting with a variety of stakeholders. This session will delve into the intricacies of defining the customer for claim communication purposes, highlighting the importance of communicating with different parties including and beyond policyholders. With panel members having deep LTC, Disability, or Life insurance sector claims experience, this session will draw parallels and highlight best practices on claim communications from these insurance lines.
Takeaway(s):
It’s Not Too Late: Viable Challenges to Life Insurance Policies 2+ Years After Issue (Law)
Speakers: Brian Burack, Cozen O'Connor; Nicolas Novy, Cozen O'Connor; Danielle M. D'Addesa, Western & Southern Financial Group
This session will cover the ever-evolving and multi-faceted fraud schemes currently targeting life insurance carriers, and will discuss the legal options available to carriers to challenge fraudulently procured policies in force for more than two years.
Takeaway(s):
* Annuity Roundtable (Life & Annuity)
Speakers: Erin Brown, Nationwide; Anthony Joseph, Nationwide; Brian Anderkin, Mass Mutual Ascend
Laissez les bons temps rouler (“Let the good times roll!”) and join us for this year's engaging Annuity Roundtable discussion. In this interactive session we'll address a range of hot topics and issues related to annuity claims. Our speakers will solicit your questions in advance to ensure the session is tailored to your needs. Don't miss this opportunity to participate in a lively discussion and get all your annuity questions answered. We look forward to seeing you in the Big Easy!
Takeaway(s): Answers to a various number of hot topics and issues surrounding Annuity Claims. Materials will be based on questions and feedback received from the audience.
Intriguing Claims To Sharpen Your Detective Skills (Life & Annuity)
Speakers: Mary Wilkinson, Catholic Financial Life; Krista Eger, Benekiva; Alicia Gray-McGhee, Northwestern Mutual; Courtney Johnson, Legal & General America
Explore the fascinating world of life insurance claims with our interactive session designed to sharpen your investigative skills. This session dives into complex, real-life scenarios that challenge you to think critically, analyze details, and uncover the truth.
Takeaway(s): Learn to dissect complex claims and identify key elements that can influence outcomes providing you with practical strategies for your future claim work.
Underwriting: We're talking about it again (Reinsurance)
Speakers: Anastasia Jaegerman, Optimum Life Reinsurance; Monica Clink, Optimum Life Reinsurance
Back by popular demand! Get ready for another exciting and interactive session with Anastasia Jaegerman, VP of Underwriting and Chief Underwriter at Optimum Life Reinsurance. Ever wonder how risk assessments really work? Do you have any burning questions for an underwriter? This is your chance to dive in and get the inside scoop! You won’t want to miss the fun – join us!
Takeaway(s): Get your underwriting questions answered, and strengthen your ability to evaluate claims by expanding knowledge of the underwriting process.
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Tuesday, September 30, 8:00am - 8:15am
Exhibitor Spotlights
Tuesday, September 30, 8:30am - 8:45am
Exhibitor Spotlights
Tuesday, September 30, 9:00am - 10:30am
Pick Up The Phone - Mastering the human interaction aspects of DI Claim calls (Disability)
Speakers: Sophia Horsman, The Standard; Chelle Bourassa, Thrivent Financial
Effective communication is essential in Disability Income (DI) claims, as it impacts both the process and the claimant’s experience. This session will cover phone etiquette, interview techniques, and best practices for clear, respectful, and professional interactions. Attendees will learn to build rapport, manage sensitive conversations, and conduct compassionate interviews. Real-world scenarios through mock calls will demonstrate how to handle emotional or difficult claimants while maintaining empathy and professionalism. Key topics include scheduling calls, asking the right questions, navigating sensitive topics, and managing challenging conversations. By the end, participants will be equipped to handle DI claim calls effectively, ensuring a smooth and respectful process.
Takeaway(s):
* Let's Discuss Stable & Maturity (Fraud & Risk Management)
Speakers: Alicia Hopkins, Sun Life; Marlon Fearon, Swiss Re; Jonathan Dennis, Lincoln Financial
Come join a roundtable discussion regarding your stable and mature claims with SIU and claim professionals. This block of claims represents a significant reserve risk and is among the least managed claims. Join us to discuss how others are managing this risk through active claims management and fraud investigations.
Takeaway(s):
Living Benefit Claims Reexamined: Multidisciplinary Insights for Complex Cases (Health & Long Term Care)
Speakers: Paul Marquez, Diligence International Group, LLC; Johanna Petty-Dunlap, National Life Group; Elaine Gibbs, Bell Analytics
Living benefit rider claims blur the lines between claims from more traditional product lines, creating unique challenges for claims teams. Some deliver fast payouts for sudden health crises, while others provide ongoing support for persistent needs—each packed with distinct risks. Join our panel of experts in long-term care, fraud investigation, and data science to explore strategies for navigating these hybrid cases. If your team handles living benefit claims, this session is a must-attend to elevate your investigative approach.
Takeaway(s):
Reimagining Claims - A design thinking workshop (Insurance Technology & Analytics)
Speakers: Laurel Jordan, Sutherland Global; Jake Obstfeld, Evadata; Jes Vargas, Benekiva; Heather Horter, Prudential
An interactive claims workshop which focuses on design thinking methodologies to brainstorm transforming experiences for examiners, claimants, insured’s and stakeholders. Hands on workshop where we will divide into groups to bring practical solutions to the claim processes. We will discuss processes and ideas to streamline the claims functionality and innovative solutions to reduce manual processes, improve quality, enhance both the customer and employee experience and reduce the claims timeline from first notice to payment.
Back to the Basics in the Big Easy - a party covering claims scenarios and best practices (Law)
Speakers: Patrick Colaw, American Fidelity Corporation; Geoff Tong, Garcia Hernandez & Sawhney, LLP
A little something for everyone from a new adjuster to a maître. We will cover interesting topics such as: POAs, minor beneficiaries, appeals and contestable claims from the perspectives of in-house and outside counsel.
Bridging the Claims Talent Gap: Empowering the Next Generation Through Knowledge Transfer (Life & Annuity)
Speakers: Meredith Heibert, Guardian Life Insurance Company; Michael Shea, Benekiva; Enrique Monzon, Pan-American Life Insurance Group; Kona Bahr, Munich Life Re
As experienced claims professionals retire, life insurers face a growing challenge on how to retain critical expertise while building a confident and capable new workforce. This session is designed for claims managers and will explore actionable strategies to capture institutional knowledge and accelerate new team development. We’ll cover mentorship models, training frameworks, and tools that help bridge the generational gap—ensuring continuity, efficiency, and service excellence.
Takeaway(s): Walk away with practical ideas to future-proof your claims team and lead through this workforce transition with confidence.
Tuesday, September 30, 11:00am - 12:30pm
Legal Year in Review (Disability)
Speakers: John Meagher, Shutts & Bowen; Nicole Y. Blohm, Burke, Williams & Sorensen, LLP; Randi Knepper, Symetra
Join a dynamic panel of legal experts — including both in-house and outside counsel — as they break down the most pressing legal and regulatory developments impacting Disability insurance carriers today. From recent case law and litigation trends to the evolving legal landscape around claims adjudication, this session offers a comprehensive look at what’s changing — and why it matters. Whether you handle claims, legal review, or litigation strategy, you’ll walk away with actionable insights to strengthen your decision-making and reduce legal exposure.
Takeaway(s):
Beyond the Sopranos: Organized Crime Groups and How They Are Targeting Insurance (Fraud & Risk Management)
Speakers: Rich Law, Diligence International Group; Nick Arnold, Blue Williams; Jeff Neadle, CoventBridge Group
Organized crime groups are attracted to high-reward, low-risk ways to profit, and insurance is not immune to their attempts at illicit gains. Their renewed focus on all lines of insurance is a potential threat to all insurers and all of us as consumers. Their scams range from various manners of imposter-originated fraud using synthetic, stolen, and hybrid identities to staged accidents and injuries. Join our expert speakers who will discuss who these groups are, how they operate, and share real-life examples of cases prosecuted.
Takeaway(s):
* Claim your answer at the Jeopardy Claim Masters Showdown (Health & Long Term Care)
Speakers: Paul Marquez, Diligence International Group, LLC; Tambree Borom, Continental General; Melody Royer, Fuzion; and Rebecca Freeman, Thrivent
Join us for an engaging and interactive Jeopardy-style roundtable session where we will explore critical wide-ranging topics from effective claims communication to benefit eligibility. This session will feature a game show format, allowing participants to test their knowledge and learn best practices in a fun and competitive environment.
Lapse Litigation Update - California and Beyond (Law)
Speakers: Steve Bressler, Womble Bond Dickinson; Vivian Ethridge, Lincoln Financial Group
Please join seasoned inside and outside counsel, as they provide an overview and update on the policy lapse litigation saga in California. Counsel will also discuss lapse litigation beyond California. Finally, there will be discussion about the challenges, opportunities, and risks of doing business electronically. These sessions will be informative for both for new insurance professionals and industry veterans.
Takeaway(s): Learn about new legal decisions emerging from California courts this year and how the landscape continues to evolve.
* Leveling Up Life Claims Knowledge One Roundtable at a Time (Life & Annuity)
Speakers: Marguerite Jenkins, AAA Life; Ashlee Rhudy, Lincoln Heritage Life Insurance; Enrique Monzon, Pan-American Life Insurance Group
Join us for our highly anticipated, advanced life claims roundtable where we will dive into your more complex questions. This is an attendee-driven forum where the session speakers will facilitate an engaging discussion centered around your solicited questions and topics of interest. This session is a great way to ask questions and gain insight on the more difficult life claim scenarios from your peers within the industry.
Takeaway(s): Get answers to your submitted claim questions and gain different perspectives on how to handle difficult claim issues.
Let's talk about Reinsurance (Reinsurance)
Speakers: Pamela Evans, Pacific Life Re; Karen Riendeau, RGA
This lively discussion group is a great way to learn about reinsurance and our role as a partner in claims. Learn from industry experts on hot topics, complex issues, best practices, and value-added service. We will include a discussion on reinsurer audits and how they can benefit you! Receive insight from a reinsurer on any questions you may have or how partnering with your reinsurer can make your job easier!
Takeaway(s): How your reinsurer can help. We’re just an email or phone call away!
Tuesday, September 30, 2:00pm - 3:00pm
Bridging the Gap: Integrating Paid Family Leave & State-Mandated Leave with Disability Benefits (Absence Management)
Speakers: Erin Turnamian, Guardian Life Insurance Group; Shelley Moreland, Principal Financial Group
This presentation explores the intersection of paid family leave (PFL), state-mandated leave programs, and short-term (STD) and long-term disability (LTD) benefits. The session will focus on equipping disability claims professionals with proactive strategies to navigate overlapping benefits, identify potential claims risks, and ensure seamless coordination of benefits. By leveraging insights from PFL and state leave programs, examiners can improve claim efficiency, reduce delays, and enhance claimant support throughout the disability process.
Takeaway(s): Gain a comprehensive understanding of how these programs function, their key differences, and how they impact disability claims.
Intelligent Claims Technology & Automation Deployed (Disability)
Speakers: Amanda Staples, Prudential Financial; Chuck Angiolillo, FastTrack; Micah Rubenstein, The Standard; Mark-James Gill, Swiss Re
Join us for an insightful session where our direct carrier and reinsurance expert panelists explore the latest advancements in intelligent technology, automation, and AI within disability claim operations. “We learn more from many!” This session, suggested for disability claim operation professionals, will be highly interactive, with opportunities for attendees to contribute their thoughts and experiences on the topic. We encourage lively audience participation throughout, fostering a dynamic exchange of ideas.
Takeaway(s): Discover real-world use cases that highlight the significant impact these innovations have on improving operational efficiency, productivity, quality, and employee engagement.
Claimant Confessionals: Sins of Omission versus Sins of Commission (Ethical Situations and How to Address Them) (Disability)
Speakers: Sophia Horsman, The Standard, Jessica Friedman, Friedman Law Firm PC, Tracey Zinck, Disability RMS
How many times has a claimant stopped mid-sentence and asked “Can I tell you the truth about…?” or “I’m not sure I should tell you this, but…”? What responsibility is there to take action if an insured isn’t taking their prescribed medications? What if you find out they’re potentially committing tax fraud? What happens when you find out your insured is headed to jail? Claim analysts are often faced with questions about what our insureds have done or said. Or, more often, what they have purposely NOT done or said to “protect” their benefit. How do we deal with these instances when they arise? What is our duty to the insured, to our company, or externally? What all does the government really need to know? Come ready to discuss the situations that have left you thinking “What do I do now?” We won’t have all the answers, but maybe we can help train your brain to recognize situations that may require a little more digging or identify the resources that can help you.
Target audience: Claim examiners and other professionals involved in the claim process. This will be focused on disability claims, but the topics may be relevant or interesting to claim examiners in other product lines as well.
AI Blueprints for the future: How carriers are using AI today to transform claims and case studies that support utilization (Insurance Technology & Analytics)
Speakers: Heather Horter, Prudential Financial; Laurel Jordan, Sutherland Global; John Ross, EvolutionIQ; Carl Capato, FastTrack
You’ve heard the hype—now hear the reality. This session dives into the nuts and bolts of AI transformation within insurance claims operations. Join leading carriers and technology partners as they showcase how AI is being used right now—and the business results they’re seeing. We’ll explore multiple use cases across lines of business, including auto-adjudication, fraud detection, recertification, and beneficiary communication. And we’ll have candid conversations about the critical (often overlooked) factor that makes it all possible: data readiness. Bring your questions, curiosity, and appetite for what’s possible.
LTD Litigation: What's Happening with Long-Covid? (Law)
Speakers: Tara Mokhtarzadeh, Kilmer, Voorhees & Laurick PC
In May 2023, the World Health Organization ("WHO") declared an end to the COVID-19 Public Health Emergency. Though the public health emergency has ended, global estimates indicate that 6 in 100 people with COVID-19 develop a post COVID-19 condition, with the highest number of sufferers being among people with disabilities. Despite these stats, however, there has been little post-Covid LTD litigation across the US. Does this mean claimants are not filing long-COVID disability claims? This session will explore what is happening to long-COVID LTD claims, the issues affiliated with them, and the hidden costs associated with the claims.
Takeaway(s):
Navigating the Intersection of Claim Files, Audits, Attorney Client Privilege and Depositions with Industry Experts (Life & Annuity)
Speakers: Will Stahn, Everlake Life Insurance Company; Ashlee Rhudy, Lincoln Heritage Life Insurance; Richard Maselli, Ogden, Sullivan, Stover & Saar P.A.; Priscilla Hinkson, Munich Re
Gain expert insights on effectively managing life and annuity claim files. This session will offer practical tips for maintaining well-organized records and highlight some essential do's and don'ts of file documentation.
Takeaway(s): Clear explanation of attorney-client privilege and why well-documented files are important for both internal and external audits as well as during deposition preparation.
Tuesday, September 30, 3:15pm - 4:15pm
Dissecting Disability: Managing Complex Claims for Physicians, Dentists, and Attorneys (Disability)
Speakers: Melissa Lyesiuk, Symetra Life Insurance Company
This presentation explores the complexities of managing disability claims for high-income professionals—specifically physicians, dentists, and attorneys. Join us for an interactive session to learn insights into claim strategy, policy interpretation, and financial analysis to support effective claim adjudication and management. Target Audience: new and experienced claim professionals and claim leaders.
Takeaway(s): Through forensic case studies, attendees will examine real-world fact patterns, revenue trajectories, and the unique occupational duties that influence claim outcomes.
From Paper Trails to Digital Deceit: The Evolution of Insurance Fraud (Fraud & Risk Management)
Speakers: Dawn Boniol, Louisiana Department of Insurance, Office of Insurance Fraud
The evolution of insurance fraud has followed the insurance industry, becoming more sophisticated with the changing times. Fraud schemes from the past have shaped the current landscape which prey on the insurance systems' weaknesses and vulnerabilities. Fighting fraud in the future must embrace technology and collaboration can identify and help prevent insurance fraud from occurring.
Is your claim for Real real? (Insurance Technology & Analytics)
Speakers: Kimberly Tomaselli, Munich Re Group; Jeff Ferrand, illumifin; Stacy Hanson, Allied Universal; Alicia Hopkins, SunLife; Jennifer Queen, Owl
Do you know if your claim documents have been compromised? Our session will provide you with insights on how false claim documentation can be generated by AI and what tools/technology can help identify falsified documentation. AI is transforming the claims process. Be ready to detect if your claim is For real real!
Should We Call the SIU? (Law)
Speakers: Trevor Whitmer, Lincoln Heritage Life Insurance Company; Richard Maselli, Ogden, Sullivan, Stover & Saar P.A.; Erin Worthington, Munich Re Group
We all know what SIU stands for but what role can the SIU play in a fraud investigation? This session will provide multi-faceted perspectives on the relationship between the SIU and the claims process. We will explore hot topics in the SIU arena.
Takeaway(s): Learn about how the SIU can be an even better resource for your organization.
From Grief to Gratitude: How to Elevate Death Claims and Ease the Burden on the Beneficiary (Life & Annuity)
Speakers: Rob Strange, Evadata; Jhenniffer Bartz, SBLI; Rita Berg, Lincoln Financial; Blake Anderson, Americo
Now more than ever, customers expect a fast and smooth experience at claim time. Home and auto claims are getting paid quickly and with low effort. When it comes to losing a loved one, the bar is even higher since they are experiencing grief. This session will cover how you can enhance your claim experience in five areas of a death claim: 1) Claim notice/intake 2) Beneficiary statement 3) Claim status 4) Express claim approvals 5) Proof of death requirements. For each area we will touch on business process improvements that can be made and more advanced technology approaches as well. The end goal is to provide an experience that leads to gratitude and a future customer.
Takeaway(s): Ideas for enhancing five different parts of the death claim process. Enhance your process and technology.
Adventures in Reinsurance: The Basics & More (Life & Annuity)
Speakers: Kizzie Williams, Swiss Re; Iraida Labra, Munich Re Group; Jennifer Drago, RGA
This session is designed to explain what life reinsurance is all about and what it means to your company. Our goal is to share our knowledge in a manner that is helpful to you so that we all understand why we need each other as business partners. No worries, we have case studies too.
Takeaway(s): Understanding of what Reinsurance is. Why we should be partners. Great case studiesSwiss Re's Global Award Winning Claims Administration PlatformODG by MCG offers highly configurable, industry-specific medical treatment and return-to-work guidelines for managing workers’ compensation and disability claim outcomes using evidence-based, data-driven decision support
Monday, September 29, 8:00am - 8:15am
Exhibitor Spotlights: Exhibitor spotlights will offer an exclusive opportunity for sponsors and exhibitors to connect, educate, and engage. These dedicated 15 minutes on Monday and Tuesday morning will introduce the company, showcase its products, and highlight services through a presentation and/or live demo. Be sure to attend the spotlights and discover what these leading companies have to offer.
- Berwyn Group: Accelerating Claims with Confidence: Leveraging Death Audits for Efficient Processing
- Diligence International Group: From simple background checks to the most complex investigations. One partner. Every solution.
- Guidehouse: Transform Risks into Opportunity. Monitor Mortality. Locate Participants and Beneficiaries. Reduce Overpayments.
- Benekiva
- ManagingLife: Improving STD and LTD outcomes for claimants with MSK and pain-related conditions
- Allsup: Leveraging Technology in the Current SSA Environment
Monday, September 29, 8:30am - 8:45am
- OWL: Human-Centric AI
- FINEOS Claims: Single Event/Multi-Benefit Claims Experience Demonstration
- CoventBridge Group – Proving ROI Through Domestic & International Investigations
- EvolutionIQ: 2025 Benchmark Data: Mental Health and Short-Term Disability Description: Duration benchmarks are shifting. Find out which mental health diagnoses are seeing long durations.
Monday, September 29, 11:00am - 12:30pm
Exploring Leave Through the HR Lens: A Practical Employer's Guide (Absence Management)
Speakers: Karen Tompson, Prudential Financial; Darren Keener, Majesco; Samantha Reed, Symetra; Monique Smith, Sun Life
A real-world, HR-focused exploration of the maternity leave journey. Participants will follow a step-by-step scenario beginning with intermittent leave, progressing through workplace accommodations, a continuous medical leave, and concluding with bonding time. Through an interactive format, this session breaks down complex leave regulations and clarifies where employer discretion applies—helping to demystify the often-confusing leave landscape.
Takeaway(s): Strengthen your understanding of the coordination across leave of absence, accommodations and disability plans ensuring regulatory compliance, consistent application of employer policies, and clear communication across all leave stages.
* Ask Us Anything – A Senior Disability Leader Panel (Disability)
Speakers: Aidan Kavanagh, Guardian Life Insurance Company; Laura Wernette, Northwestern Mutual; Irlande Audenier, Sun Life; Andy Gibson, Mutual of Omaha
Whether you’re a tenured or aspiring leader, you’ve likely encountered human resource challenges as corporate culture and performance expectations have changed in ways not anticipated just five years ago. Our panel of claims leaders have seen, solutioned and solved questions related to creating engaging career paths; ensuring that learning and development objectives are met in an ever-changing and varied work environment; recognizing performance excellence amongst differing generations of claims professionals and in all of these, adapting to meet changing customer expectations. Join us to learn from their successes and setbacks. Questions from the audience can be submitted ahead of time or shared during the session as prompts to enhance engagement in this discussion.
Takeaway(s): Hear from senior leaders on the most pressing issues impacting the disability claims business.
Change is Coming: Current and Future of AI Tools for Fighting Fraud (Fraud & Risk Management)
Speakers: Wesley Abraham, Evadata; Jonathan Dennis, Lincoln Financial; Christopher Salvi, Sun Life; Alyssa Lien, The Standard
Learn how anti-fraud teams in our industry are using AI today, how they got buy-in for the development and use of the AI tools, and considerations for compliance with state regulations.
* Human + Machine: charting AI's impact across the claims continuum (Insurance Technology & Analytics)
Speakers: Heather Horter, Prudential Financial; Sabrina Ueckert, AAA; Jes Vargas, Benekiva; Tracy Clang, Kuvare; Nicole Hill, LFG; Anshuman Acharya, EvolutionIQ; Laurel Jordan, Moderator
Join us for an interactive roundtable discussion that brings together claims professionals and tech leaders to explore the evolving impact of AI on the insurance claims experience. We’ll explore how AI is changing how we process claims, engage beneficiaries, and support associates, and we’ll closely examine what data preparedness means in this new landscape. Whether focused on life, annuity, LTC, or health, this is your chance to share what you’re seeing and learn from peers. Come ready to talk, question, challenge, and be part of the change.
From Courtroom to Claims Desk: Legal Updates You Need to Know (Law)
Speakers: Louis Di Giaimo, McElroy Deutsch; William Demlong, The Cavanagh Law Firm, P.A.
Join us as we explore the latest developments in the legal landscape for life, health, and disability practitioners. We will review and analyze key court decisions from across the country and discuss emerging trends that could impact how you evaluate—or advise others on evaluating—insurance claims.
Takeaways:
- Practical tips on how these decisions may affect the way you handle or advise on insurance claims.
- New developments in your day-to-day work setting.
Speakers: Megan Burke, AuguStar Financial; Jennifer Drago, RGA; Curtis McAdams, RGA; Rui Pereira, Mass Mutual
Join us for the always popular Life Claims Roundtable, an attendee driven forum for discussion of life claims topics. As in years past, two Life Claims Roundtable sessions will be offered at this year’s conference. The moderators will solicit topics and questions from attendees prior to the conference and design the conversations around these submissions, ensuring interesting and pertinent subjects. This session will focus on general life claims topics, while the Advanced Life Claims Roundtable will focus on more complex life claims topics. Both sessions will offer fantastic opportunities to ask questions and hear from your peers within the industry.
Takeaway(s): Peer perspectives and open discussion on key general life claims topics
Monday, September 29, 2:00pm – 3:00pm
* Measure This! Interactive Roundtable Discussion on How Disability Carriers Measure Success (Disability)
Speakers: Kari Briscoe, RGA; Micah Rubenstein, The Standard
Disability carriers have various methods for measuring productivity, caseloads, timeliness and an array of other operational and case management processes. Come and join the discussion to share and learn how others are leaning into metrics. While we won’t come up with any official best practices during our time together, your willingness to share and learn will get us all closer to optimal measurement efficiencies. Bring your questions around the who, what, why and how disability operational metrics and be prepared to share your thoughts on critical measurements.
Target audience: STD and LTD examiners, Quality Assurance and claims leadership
Takeaway(s):
- New metrics to consider tracking
- Methodology of current metrics calculations
- Understand how your organization compares to others in what gets measured and how
Prevention and Recovery: The Potential of GLP-1s in Reducing Disability Claims (Disability)
Speakers: Kerin Moreton, Munich Re Group; Maram Khalifa, Goodpath
This session will explore the emerging research on Glucagon-Like Peptide-1 receptor agonists (GLP-1s) and their potential to impact disability claims and recovery outcomes. We'll examine the latest findings on how GLP-1s may influence health outcomes for individuals with chronic conditions, such as diabetes. You'll learn about the possible implications of GLP-1s for disability claims, including potential effects on claim incidence, duration, and return-to-work rates. Additionally, we'll delve into the impact of GLP-1s on comorbidities and complex claims, including addiction and mental health, and discuss how these factors can influence disability claims and recovery outcomes.
Takeaway(s): A better understanding of the current state of research on GLP-1s and their potential impact on disability claims.
Wanted: Dead or Alive? Combating Foreign Death Claim Fraud (Fraud & Risk Management)
Speakers: Marlon Fearon, Swiss Re; Jhenniffer Bartz, SBLI; Erick Soeth, Diligence International Group
Join our panel of three diverse perspectives as we delve into foreign death claims. In this session, we will look at the unique challenges that arise when these claims cross your desk. We explore the importance of investigating these claims, as well as the review process, risk factors, and red flags associated with them.
Takeaway(s): Help you determine whether you are dealing with fact or fiction, including current trends and case studies.
Beyond the Basics: Advanced Strategies for Effective Claims Management (Health & Long Term Care)
Speakers: Julie Peterson, Fuzion; Jennifer Luebke, Thrivent Financial for Lutherans
This forward-looking session dives deep into the strategies and tools essential for navigating the complexities of claims in the ever-evolving industry landscape. Tailored for professionals seeking to refine their expertise, it focuses on empowering claims managers with advanced techniques to improve communication, critical thinking, and decision-making. Whether you're on the front lines or in leadership, this session is designed to elevate your approach to claims management and communication, equipping you with actionable skills to adapt and excel in today’s demanding environment.
Takeaway(s):
- Explore the art of sensitive communication, learning how to address challenging claims with tact and precision to foster trust and resolution.
- Guide participants through upskilling their critical thinking abilities, enabling them to tackle situations where clarity is lacking and quick yet sound judgments are required.
Attorney-Client Relationship and Privilege: Applying and Preserving It (Law)
Speakers: Matthew Anderson, State Farm; Robert Lesko, Pierson Ferdinand
This session will examine the attorney-client relationship and communication privilege, including when and how it applies in the claims context.
Takeaways:
- Attendees will takeaway a better understanding of the nature and extent of the attorney-client relationship involving in-house counsel in the claims context.
- We will also examine and demystify the privilege and discuss how and when it applies and when it does not apply.
Money Matters: Best Practices for Collaborating with Funding Companies (Life & Annuity)
Speakers: Ann Binzer, The Cincinnati Life Insurance Company; Cindy Sumner, Texas Life Insurance Company; Margo Jenkins, AAA Life Insurance; Stacey Miller, Primerica Life Insurance Company
If you attended last year’s “Grave Matters” session, you know that the relationship between funding companies, funeral homes, and insurance companies can be challenging. This year, we hope to build on that conversation by sharing the results of interviews with several funding company leaders. Our objective is to explore collaborative strategies to enhance these relationships and provide you with some best practices when working with funding company assignments. Join us for an engaging session!
Takeaway(s): Learn why funding companies do what they do and how we can best collaborate with them to make the life claim process easier.
Monday, September 29, 3:15pm – 4:15pm
Changes at the Social Security Administration and the Effect on Benefits (Disability)
Speakers: David Camp, National Organization of Social Security Claims Representatives (NOSSCR)
By the time of the ICA conference in September 2025, Social Security will have been led by five different Commissioners within one year. Recent changes in staffing, management structure, and policy priorities have occurred faster in 2025 than ever before. The nation’s largest social insurance programs are undergoing a large-scale update, with both the risks and benefits. This session will highlight the changes to be expected in Social Security’s claims processing time, claims volume, and customer service—from the perspective of the head of an organization that remains “in the room” and collaborative Social Security’s leadership.
Takeaway(s):
- Recent and anticipated trends in disability claim processing times
- Anticipated trends in disability claim approval patterns
- Social Security customer service changes in progress
Customer-Centric Communications: Expanding our Focus in LTCi Claims (Health & Long Term Care)
Speakers: Debbie Maas, Fuzion; Laurie Douglas, Prudential Financial; Tambree Borom, Continental General; Joe Landers, Shelter Life Insurance
Effective communication is crucial in the realm of Long-Term Care insurance (LTCi) claims, especially when interacting with a variety of stakeholders. This session will delve into the intricacies of defining the customer for claim communication purposes, highlighting the importance of communicating with different parties including and beyond policyholders. With panel members having deep LTC, Disability, or Life insurance sector claims experience, this session will draw parallels and highlight best practices on claim communications from these insurance lines.
Takeaway(s):
- Explore the benefits and complexities of engaging with family members, providers, and others, ensuring clarity around necessary actions and the extent of information shared.
- Examine communication preferences and nuances among different generational customer audiences.
It’s Not Too Late: Viable Challenges to Life Insurance Policies 2+ Years After Issue (Law)
Speakers: Brian Burack, Cozen O'Connor; Nicolas Novy, Cozen O'Connor; Danielle M. D'Addesa, Western & Southern Financial Group
This session will cover the ever-evolving and multi-faceted fraud schemes currently targeting life insurance carriers, and will discuss the legal options available to carriers to challenge fraudulently procured policies in force for more than two years.
Takeaway(s):
- Learn about the latest forms of application and claim fraud carriers are facing right now
- Obtain highlights from cases across the country where carriers have successfully taken down post-contestable policies that were procured pursuant to fraud and/or lack of insurable interest.
* Annuity Roundtable (Life & Annuity)
Speakers: Erin Brown, Nationwide; Anthony Joseph, Nationwide; Brian Anderkin, Mass Mutual Ascend
Laissez les bons temps rouler (“Let the good times roll!”) and join us for this year's engaging Annuity Roundtable discussion. In this interactive session we'll address a range of hot topics and issues related to annuity claims. Our speakers will solicit your questions in advance to ensure the session is tailored to your needs. Don't miss this opportunity to participate in a lively discussion and get all your annuity questions answered. We look forward to seeing you in the Big Easy!
Takeaway(s): Answers to a various number of hot topics and issues surrounding Annuity Claims. Materials will be based on questions and feedback received from the audience.
Intriguing Claims To Sharpen Your Detective Skills (Life & Annuity)
Speakers: Mary Wilkinson, Catholic Financial Life; Krista Eger, Benekiva; Alicia Gray-McGhee, Northwestern Mutual; Courtney Johnson, Legal & General America
Explore the fascinating world of life insurance claims with our interactive session designed to sharpen your investigative skills. This session dives into complex, real-life scenarios that challenge you to think critically, analyze details, and uncover the truth.
Takeaway(s): Learn to dissect complex claims and identify key elements that can influence outcomes providing you with practical strategies for your future claim work.
Underwriting: We're talking about it again (Reinsurance)
Speakers: Anastasia Jaegerman, Optimum Life Reinsurance; Monica Clink, Optimum Life Reinsurance
Back by popular demand! Get ready for another exciting and interactive session with Anastasia Jaegerman, VP of Underwriting and Chief Underwriter at Optimum Life Reinsurance. Ever wonder how risk assessments really work? Do you have any burning questions for an underwriter? This is your chance to dive in and get the inside scoop! You won’t want to miss the fun – join us!
Takeaway(s): Get your underwriting questions answered, and strengthen your ability to evaluate claims by expanding knowledge of the underwriting process.
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Tuesday, September 30, 8:00am - 8:15am
Exhibitor Spotlights
- ODG by MCG offers highly configurable, industry-specific medical treatment and return-to-work guidelines for managing workers' compensation and disability claim outcomes using evidence-based, data-driven decision support.
- ReleasePoint: Accelerate Medical History Review Using AI + Humans
- Verisk: ClaimSearch
Tuesday, September 30, 8:30am - 8:45am
Exhibitor Spotlights
- FastTrack: Educational Session on AI
- Swiss Re's Global Award Winning Claims Administration Platform
- MarketSphere: Superior Mortality searches at significantly lower cost. Streamlined & effective beneficiary outreach.
- UnderwriteMe Decision Platform
- Nomad Data: Transform mountains of claims documents into decisions - instantly
Tuesday, September 30, 9:00am - 10:30am
Pick Up The Phone - Mastering the human interaction aspects of DI Claim calls (Disability)
Speakers: Sophia Horsman, The Standard; Chelle Bourassa, Thrivent Financial
Effective communication is essential in Disability Income (DI) claims, as it impacts both the process and the claimant’s experience. This session will cover phone etiquette, interview techniques, and best practices for clear, respectful, and professional interactions. Attendees will learn to build rapport, manage sensitive conversations, and conduct compassionate interviews. Real-world scenarios through mock calls will demonstrate how to handle emotional or difficult claimants while maintaining empathy and professionalism. Key topics include scheduling calls, asking the right questions, navigating sensitive topics, and managing challenging conversations. By the end, participants will be equipped to handle DI claim calls effectively, ensuring a smooth and respectful process.
Takeaway(s):
- Have the understanding and skills needed to manage DI claim calls effectively, ensuring that claimants feel heard and that the process remains smooth and respectful. Whether you're new to DI claims or looking to refine your phone skills, this session is designed to elevate your communication game in a sensitive and professional manner.
* Let's Discuss Stable & Maturity (Fraud & Risk Management)
Speakers: Alicia Hopkins, Sun Life; Marlon Fearon, Swiss Re; Jonathan Dennis, Lincoln Financial
Come join a roundtable discussion regarding your stable and mature claims with SIU and claim professionals. This block of claims represents a significant reserve risk and is among the least managed claims. Join us to discuss how others are managing this risk through active claims management and fraud investigations.
Takeaway(s):
- Recognize the risks contained within the stable / mature claim block.
- Identify how other carriers are managing this risk through active claim management and fraud investigations.
- What tools are being utilized to assist with the claim management and fraud investigations.
Living Benefit Claims Reexamined: Multidisciplinary Insights for Complex Cases (Health & Long Term Care)
Speakers: Paul Marquez, Diligence International Group, LLC; Johanna Petty-Dunlap, National Life Group; Elaine Gibbs, Bell Analytics
Living benefit rider claims blur the lines between claims from more traditional product lines, creating unique challenges for claims teams. Some deliver fast payouts for sudden health crises, while others provide ongoing support for persistent needs—each packed with distinct risks. Join our panel of experts in long-term care, fraud investigation, and data science to explore strategies for navigating these hybrid cases. If your team handles living benefit claims, this session is a must-attend to elevate your investigative approach.
Takeaway(s):
- Learn how to spot red flags, address fraud, waste, and abuse, apply proven practices from adjacent product lines, and leverage automated detection tools for proactive fraud prevention.
- Discover how your long-term care team can bridge gaps when these claims don’t fit traditional carrier workflows.
Reimagining Claims - A design thinking workshop (Insurance Technology & Analytics)
Speakers: Laurel Jordan, Sutherland Global; Jake Obstfeld, Evadata; Jes Vargas, Benekiva; Heather Horter, Prudential
An interactive claims workshop which focuses on design thinking methodologies to brainstorm transforming experiences for examiners, claimants, insured’s and stakeholders. Hands on workshop where we will divide into groups to bring practical solutions to the claim processes. We will discuss processes and ideas to streamline the claims functionality and innovative solutions to reduce manual processes, improve quality, enhance both the customer and employee experience and reduce the claims timeline from first notice to payment.
Back to the Basics in the Big Easy - a party covering claims scenarios and best practices (Law)
Speakers: Patrick Colaw, American Fidelity Corporation; Geoff Tong, Garcia Hernandez & Sawhney, LLP
A little something for everyone from a new adjuster to a maître. We will cover interesting topics such as: POAs, minor beneficiaries, appeals and contestable claims from the perspectives of in-house and outside counsel.
Bridging the Claims Talent Gap: Empowering the Next Generation Through Knowledge Transfer (Life & Annuity)
Speakers: Meredith Heibert, Guardian Life Insurance Company; Michael Shea, Benekiva; Enrique Monzon, Pan-American Life Insurance Group; Kona Bahr, Munich Life Re
As experienced claims professionals retire, life insurers face a growing challenge on how to retain critical expertise while building a confident and capable new workforce. This session is designed for claims managers and will explore actionable strategies to capture institutional knowledge and accelerate new team development. We’ll cover mentorship models, training frameworks, and tools that help bridge the generational gap—ensuring continuity, efficiency, and service excellence.
Takeaway(s): Walk away with practical ideas to future-proof your claims team and lead through this workforce transition with confidence.
Tuesday, September 30, 11:00am - 12:30pm
Legal Year in Review (Disability)
Speakers: John Meagher, Shutts & Bowen; Nicole Y. Blohm, Burke, Williams & Sorensen, LLP; Randi Knepper, Symetra
Join a dynamic panel of legal experts — including both in-house and outside counsel — as they break down the most pressing legal and regulatory developments impacting Disability insurance carriers today. From recent case law and litigation trends to the evolving legal landscape around claims adjudication, this session offers a comprehensive look at what’s changing — and why it matters. Whether you handle claims, legal review, or litigation strategy, you’ll walk away with actionable insights to strengthen your decision-making and reduce legal exposure.
Takeaway(s):
- Disability Claim Clarifications: New guidance on disability claims based on the current trends.
- Transparency & Explainability: Evolving caselaw on the importance of communication.
- Recent Court Decisions: Courts are increasingly scrutinizing claim denials – the latest rulings details making the difference.
Beyond the Sopranos: Organized Crime Groups and How They Are Targeting Insurance (Fraud & Risk Management)
Speakers: Rich Law, Diligence International Group; Nick Arnold, Blue Williams; Jeff Neadle, CoventBridge Group
Organized crime groups are attracted to high-reward, low-risk ways to profit, and insurance is not immune to their attempts at illicit gains. Their renewed focus on all lines of insurance is a potential threat to all insurers and all of us as consumers. Their scams range from various manners of imposter-originated fraud using synthetic, stolen, and hybrid identities to staged accidents and injuries. Join our expert speakers who will discuss who these groups are, how they operate, and share real-life examples of cases prosecuted.
Takeaway(s):
- Life and annuities are being targeted by organized crime groups to profit illicitly.
- After this session, the audience should have an awareness and understanding of the diversity of the organized groups using insurance for profit, how they operate to defraud insurance companies, and some of the mitigants to put in place.
* Claim your answer at the Jeopardy Claim Masters Showdown (Health & Long Term Care)
Speakers: Paul Marquez, Diligence International Group, LLC; Tambree Borom, Continental General; Melody Royer, Fuzion; and Rebecca Freeman, Thrivent
Join us for an engaging and interactive Jeopardy-style roundtable session where we will explore critical wide-ranging topics from effective claims communication to benefit eligibility. This session will feature a game show format, allowing participants to test their knowledge and learn best practices in a fun and competitive environment.
Lapse Litigation Update - California and Beyond (Law)
Speakers: Steve Bressler, Womble Bond Dickinson; Vivian Ethridge, Lincoln Financial Group
Please join seasoned inside and outside counsel, as they provide an overview and update on the policy lapse litigation saga in California. Counsel will also discuss lapse litigation beyond California. Finally, there will be discussion about the challenges, opportunities, and risks of doing business electronically. These sessions will be informative for both for new insurance professionals and industry veterans.
Takeaway(s): Learn about new legal decisions emerging from California courts this year and how the landscape continues to evolve.
* Leveling Up Life Claims Knowledge One Roundtable at a Time (Life & Annuity)
Speakers: Marguerite Jenkins, AAA Life; Ashlee Rhudy, Lincoln Heritage Life Insurance; Enrique Monzon, Pan-American Life Insurance Group
Join us for our highly anticipated, advanced life claims roundtable where we will dive into your more complex questions. This is an attendee-driven forum where the session speakers will facilitate an engaging discussion centered around your solicited questions and topics of interest. This session is a great way to ask questions and gain insight on the more difficult life claim scenarios from your peers within the industry.
Takeaway(s): Get answers to your submitted claim questions and gain different perspectives on how to handle difficult claim issues.
Let's talk about Reinsurance (Reinsurance)
Speakers: Pamela Evans, Pacific Life Re; Karen Riendeau, RGA
This lively discussion group is a great way to learn about reinsurance and our role as a partner in claims. Learn from industry experts on hot topics, complex issues, best practices, and value-added service. We will include a discussion on reinsurer audits and how they can benefit you! Receive insight from a reinsurer on any questions you may have or how partnering with your reinsurer can make your job easier!
Takeaway(s): How your reinsurer can help. We’re just an email or phone call away!
Tuesday, September 30, 2:00pm - 3:00pm
Bridging the Gap: Integrating Paid Family Leave & State-Mandated Leave with Disability Benefits (Absence Management)
Speakers: Erin Turnamian, Guardian Life Insurance Group; Shelley Moreland, Principal Financial Group
This presentation explores the intersection of paid family leave (PFL), state-mandated leave programs, and short-term (STD) and long-term disability (LTD) benefits. The session will focus on equipping disability claims professionals with proactive strategies to navigate overlapping benefits, identify potential claims risks, and ensure seamless coordination of benefits. By leveraging insights from PFL and state leave programs, examiners can improve claim efficiency, reduce delays, and enhance claimant support throughout the disability process.
Takeaway(s): Gain a comprehensive understanding of how these programs function, their key differences, and how they impact disability claims.
Intelligent Claims Technology & Automation Deployed (Disability)
Speakers: Amanda Staples, Prudential Financial; Chuck Angiolillo, FastTrack; Micah Rubenstein, The Standard; Mark-James Gill, Swiss Re
Join us for an insightful session where our direct carrier and reinsurance expert panelists explore the latest advancements in intelligent technology, automation, and AI within disability claim operations. “We learn more from many!” This session, suggested for disability claim operation professionals, will be highly interactive, with opportunities for attendees to contribute their thoughts and experiences on the topic. We encourage lively audience participation throughout, fostering a dynamic exchange of ideas.
Takeaway(s): Discover real-world use cases that highlight the significant impact these innovations have on improving operational efficiency, productivity, quality, and employee engagement.
Claimant Confessionals: Sins of Omission versus Sins of Commission (Ethical Situations and How to Address Them) (Disability)
Speakers: Sophia Horsman, The Standard, Jessica Friedman, Friedman Law Firm PC, Tracey Zinck, Disability RMS
How many times has a claimant stopped mid-sentence and asked “Can I tell you the truth about…?” or “I’m not sure I should tell you this, but…”? What responsibility is there to take action if an insured isn’t taking their prescribed medications? What if you find out they’re potentially committing tax fraud? What happens when you find out your insured is headed to jail? Claim analysts are often faced with questions about what our insureds have done or said. Or, more often, what they have purposely NOT done or said to “protect” their benefit. How do we deal with these instances when they arise? What is our duty to the insured, to our company, or externally? What all does the government really need to know? Come ready to discuss the situations that have left you thinking “What do I do now?” We won’t have all the answers, but maybe we can help train your brain to recognize situations that may require a little more digging or identify the resources that can help you.
Target audience: Claim examiners and other professionals involved in the claim process. This will be focused on disability claims, but the topics may be relevant or interesting to claim examiners in other product lines as well.
AI Blueprints for the future: How carriers are using AI today to transform claims and case studies that support utilization (Insurance Technology & Analytics)
Speakers: Heather Horter, Prudential Financial; Laurel Jordan, Sutherland Global; John Ross, EvolutionIQ; Carl Capato, FastTrack
You’ve heard the hype—now hear the reality. This session dives into the nuts and bolts of AI transformation within insurance claims operations. Join leading carriers and technology partners as they showcase how AI is being used right now—and the business results they’re seeing. We’ll explore multiple use cases across lines of business, including auto-adjudication, fraud detection, recertification, and beneficiary communication. And we’ll have candid conversations about the critical (often overlooked) factor that makes it all possible: data readiness. Bring your questions, curiosity, and appetite for what’s possible.
LTD Litigation: What's Happening with Long-Covid? (Law)
Speakers: Tara Mokhtarzadeh, Kilmer, Voorhees & Laurick PC
In May 2023, the World Health Organization ("WHO") declared an end to the COVID-19 Public Health Emergency. Though the public health emergency has ended, global estimates indicate that 6 in 100 people with COVID-19 develop a post COVID-19 condition, with the highest number of sufferers being among people with disabilities. Despite these stats, however, there has been little post-Covid LTD litigation across the US. Does this mean claimants are not filing long-COVID disability claims? This session will explore what is happening to long-COVID LTD claims, the issues affiliated with them, and the hidden costs associated with the claims.
Takeaway(s):
- Discussion of court opinions issued regarding COVID-related LTD benefit claims.
- Issues affiliated with COVID-related claims, and how they are being handled.
- Costs affiliated with COVID claims from settlement to ongoing attempts to conduct discovery in ERISA claims.
Navigating the Intersection of Claim Files, Audits, Attorney Client Privilege and Depositions with Industry Experts (Life & Annuity)
Speakers: Will Stahn, Everlake Life Insurance Company; Ashlee Rhudy, Lincoln Heritage Life Insurance; Richard Maselli, Ogden, Sullivan, Stover & Saar P.A.; Priscilla Hinkson, Munich Re
Gain expert insights on effectively managing life and annuity claim files. This session will offer practical tips for maintaining well-organized records and highlight some essential do's and don'ts of file documentation.
Takeaway(s): Clear explanation of attorney-client privilege and why well-documented files are important for both internal and external audits as well as during deposition preparation.
Tuesday, September 30, 3:15pm - 4:15pm
Dissecting Disability: Managing Complex Claims for Physicians, Dentists, and Attorneys (Disability)
Speakers: Melissa Lyesiuk, Symetra Life Insurance Company
This presentation explores the complexities of managing disability claims for high-income professionals—specifically physicians, dentists, and attorneys. Join us for an interactive session to learn insights into claim strategy, policy interpretation, and financial analysis to support effective claim adjudication and management. Target Audience: new and experienced claim professionals and claim leaders.
Takeaway(s): Through forensic case studies, attendees will examine real-world fact patterns, revenue trajectories, and the unique occupational duties that influence claim outcomes.
From Paper Trails to Digital Deceit: The Evolution of Insurance Fraud (Fraud & Risk Management)
Speakers: Dawn Boniol, Louisiana Department of Insurance, Office of Insurance Fraud
The evolution of insurance fraud has followed the insurance industry, becoming more sophisticated with the changing times. Fraud schemes from the past have shaped the current landscape which prey on the insurance systems' weaknesses and vulnerabilities. Fighting fraud in the future must embrace technology and collaboration can identify and help prevent insurance fraud from occurring.
Is your claim for Real real? (Insurance Technology & Analytics)
Speakers: Kimberly Tomaselli, Munich Re Group; Jeff Ferrand, illumifin; Stacy Hanson, Allied Universal; Alicia Hopkins, SunLife; Jennifer Queen, Owl
Do you know if your claim documents have been compromised? Our session will provide you with insights on how false claim documentation can be generated by AI and what tools/technology can help identify falsified documentation. AI is transforming the claims process. Be ready to detect if your claim is For real real!
Should We Call the SIU? (Law)
Speakers: Trevor Whitmer, Lincoln Heritage Life Insurance Company; Richard Maselli, Ogden, Sullivan, Stover & Saar P.A.; Erin Worthington, Munich Re Group
We all know what SIU stands for but what role can the SIU play in a fraud investigation? This session will provide multi-faceted perspectives on the relationship between the SIU and the claims process. We will explore hot topics in the SIU arena.
Takeaway(s): Learn about how the SIU can be an even better resource for your organization.
From Grief to Gratitude: How to Elevate Death Claims and Ease the Burden on the Beneficiary (Life & Annuity)
Speakers: Rob Strange, Evadata; Jhenniffer Bartz, SBLI; Rita Berg, Lincoln Financial; Blake Anderson, Americo
Now more than ever, customers expect a fast and smooth experience at claim time. Home and auto claims are getting paid quickly and with low effort. When it comes to losing a loved one, the bar is even higher since they are experiencing grief. This session will cover how you can enhance your claim experience in five areas of a death claim: 1) Claim notice/intake 2) Beneficiary statement 3) Claim status 4) Express claim approvals 5) Proof of death requirements. For each area we will touch on business process improvements that can be made and more advanced technology approaches as well. The end goal is to provide an experience that leads to gratitude and a future customer.
Takeaway(s): Ideas for enhancing five different parts of the death claim process. Enhance your process and technology.
Adventures in Reinsurance: The Basics & More (Life & Annuity)
Speakers: Kizzie Williams, Swiss Re; Iraida Labra, Munich Re Group; Jennifer Drago, RGA
This session is designed to explain what life reinsurance is all about and what it means to your company. Our goal is to share our knowledge in a manner that is helpful to you so that we all understand why we need each other as business partners. No worries, we have case studies too.
Takeaway(s): Understanding of what Reinsurance is. Why we should be partners. Great case studiesSwiss Re's Global Award Winning Claims Administration PlatformODG by MCG offers highly configurable, industry-specific medical treatment and return-to-work guidelines for managing workers’ compensation and disability claim outcomes using evidence-based, data-driven decision support