Annual Education Conference
Session Descriptions

* Roundtable Discussion ​

​Monday, September 14

Monday, September 14 | 11:00am – 12:00pm

* Absence Management 
Title: Absence Management for Claims Professionals: Understanding Unpaid Leave 
Speakers: Kristy Helkenn, Guardian Life Insurance; Randi O’Donnell, Prudential ​

Description: Disability claims are often part of a much broader absence picture. Unpaid leave laws, such as FMLA, ADA, PWFA, and unpaid state leave requirements often run alongside or outside of disability benefit eligibility, shaping employee expectations, absence timelines, and return to work outcomes that disability claims professionals encounter every day. This session offers a practical, disability focused introduction to unpaid leave as a core component of absence management. We’ll explore how unpaid leave laws intersect with disability claims, where misunderstanding commonly occurs, and why increased awareness helps claims professionals better understand the full absence picture, support coordination across teams, and anticipate challenges that can influence claim handling and outcomes. 
Takeaway(s):  

• How unpaid leave laws such as FMLA, ADA, PWFA, and unpaid state leave requirements fit into the broader absence landscape that often surrounds disability claims.  

• Why disability claims rarely exist in isolation and how unpaid leave protections can impact absence duration, claim timing, and return to work outcomes.  

• Where misunderstanding commonly occurs between disability benefits and unpaid leave entitlements and how that confusion can influence employee expectations and claim conversations.  

• How increased awareness of unpaid leave obligations helps claims professionals better understand the full absence picture they are managing.  

• Why coordination between disability, leave, and accommodation processes matters and how it can reduce friction and downstream challenges.  

• How a stronger understanding of unpaid leave laws supports more informed claim handling and smoother return to work transitions. 

Disability 
Title: From MSK to Mental Health: Rethinking Tolerance, Subjective Experience, and Disability Duration 
Speakers: Eleni Pitaridis, Munich Re; Les Kertay, The Claim Lab; Ian Bridgman, The Claim Lab ​

Description: Musculoskeletal claims have taught the disability industry an important lesson: symptoms do not need to be objectively measurable to be real, functionally limiting, or recoverable. Mental health claims operate under the same principles—yet they are often approached very differently. This session explores the concept of tolerance as it relates to restrictions, limitations, impairment, and disability, using MSK claims as a bridge to mental health. Attendees will examine how claims communication, expectations, and other non-clinical factors shape tolerance over time—and why these factors often influence claim duration more than diagnosis itself. 
Takeaway(s):  

• Subjective symptoms are still real and limiting  

• Tolerance, not diagnosis, often drives disability duration  

• Claim communication matters 

Fraud & Risk 
Title: Motive, Rationalization, and the Path to Deception 
Speakers: Colin DeForge, RGA Reinsurance ​

Description: Insurance fraud is often framed solely as a financial problem yet it is a fundamentally human one. This session unpacks the psychological drivers of fraud, examining how otherwise ordinary individuals justify and execute deceptive behavior. Through real-world examples and established theory, it explores cognitive distortions, moral neutralization, and the environmental conditions that enable fraud. Attendees will leave with a clearer understanding of behavioral indicators and decision patterns that support earlier detection and effective interpretation. 
Takeaway(s): Identify what psychological factors that can be the driving force for an individual choosing to commit fraud. And, how we may be able to impact that driving force to prevent fraud. ​

Law 
Title: Dealing with Neuropsychological Testing In Disability Claims 
Speakers: Bryan D. Bolton, Funk & Bolton ​

Description: The program will focus on the increasing use of neuropsychological testing in subjective disability claims, strategies for dealing with and responding to neuropsychological testing, and options for addressing neuropsychological testing in disability claim decisions. 
Takeaway(s): Better understanding of neuropsychological testing, how to use and apply neuropsychological testing to claims, and specific strategies for dealing with neuropsychological testing in claim denial letters. ​

Life & Annuity 
Title: No More Surprises: Connecting Risk Decisions to Real Outcomes 
Speakers: Blake Anderson, Americo Life Incorporated; Bess Ganeff, Swiss Re Life and Health ​

Description: This session is to aim what happens at underwriting time and how it effects on claim decisions. The focus is to develop a healthy relationship between claims and underwriting and to answer any questions that may arise from each department. The takeaway is to gain understanding of how each area operates and can work in tandem more effectively. 
Takeaway(s): 

• To strengthen the relationships between the claims and underwriting departments.  

• To gain better understanding of what goes into underwriting decisions.  

• To gain better understanding for making claim decisions. 

Supp Health & LTC  
Title: Sustaining Excellence: Talent Strategy and Operational Readiness in a Changing LTC Landscape 
Speakers: Mary Miller, Fuzion ​

Description: Assess the dual impact of the Baby Boomer demographic shift on long-term care claims—rising claim volume and increasing workforce maturity—while exploring strategies to attract, develop, and retain top talent. This session will examine innovative recruitment approaches, retention and engagement models, structured knowledge transfer, and succession planning. Participants will also discuss practical methods to upskill existing staff, strengthen analytical capabilities, enhance decision-making quality, and build deeper expertise in complex and cognitive claims to ensure operational sustainability and claim excellence. 
Takeaway(s): Understand how the Baby Boomer wave is simultaneously driving claim volume up and workforce experience out, and what that dual pressure means for operational sustainability. Explore innovative recruitment and engagement approaches designed to bring talent into LTC claims and keep them there in an increasingly competitive labor market. Learn approaches to capturing institutional knowledge and building succession pipelines before critical expertise walks out the door. ​

Tech  
Title: Going from AI that Talks, to AI that Works: Introducing Agentic AI in Claims 
Speakers: Anshuman Acharya, Evolution IQ; Alyssa Lien, The Standard ​

Description: In this talk, we will define and discuss the levels of agentic autonomy and functionality. Then, we will review examples of agentic use in the insurance industry and why the impact of Goals, Guardrails, Data, and Tools matter with agent use. 
Takeaway(s): Takeaways include understanding key distinctions and definitions of agentic performance, examples and a demo of an agent, and definition of the agentic framework and how that applies to our industry. ​

Monday, September 14 | ​12:15pm – 1:15pm

* Absence Management 
Title: Absence Management: A Practical Guide to Paid Leave 
Speakers: Karen Tompson, Prudential Insurance Company; Erin Turnamian, Guardian ​

​Description: Absence Management is evolving - and paid leave is at the center of that transformation. In this session, we'll break down what absence management really means in today's workplace and how paid leave programs play a critical role in supporting employees while maintaining compliance and operational continuity. We'll explore different types of paid leave, including employer-sponsored programs and the growing landscape of state-mandated paid leave laws. Attendees will gain a clear understanding of how these programs intersect, where complexity arises, and what organizations need to consider when building or refining their approach. Whether you are navigating multi-state requirements, supporting employees through life events, or simply looking to strengthen your leave strategy, this session will provide practical insights, real-world context, and actionable guidance to help you move forward with confidence. 
Takeaway(s): 

• Foundational understanding of absence management and it's business impacts  

• Differences between employer-provided and state mandated paid leave programs  

• Common challenges and compliance considerations across states  

• Best practices for creating a seamless and employee-friendly leave experience 

Disability 
Title: Leading Large Organizations Through Change: Lessons from Transforming Operations at Scale 
Speakers: Lindsey Lajoie, Symetra; Kenn Blank Hecht, Symetra ​

Description: Leading change in large organizations is rarely a linear process—it requires clarity of vision, disciplined execution, and the ability to bring people along through uncertainty. In this session, we’ll explore what it takes to successfully lead enterprise-level transformation, with a focus on real-world application within claims organizations. Using recent acquisitions and integrations in our industry as case studies, this session will highlight the strategies, challenges, and lessons learned while aligning teams, processes, and culture across multiple organizations. Attendees will gain practical insights into change leadership, stakeholder alignment, operational integration, and sustaining momentum during periods of significant transition. Whether you’re navigating mergers and acquisitions or driving internal transformation, this session will provide actionable frameworks and candid lessons to help you lead change with confidence and impact. 
Takeaway(s): 

• Change leadership is about people first  

• Culture can derail strategy- realignment is a constant process requiring leadership and communication  

• Planning up front more than you think you need to will help with successful outcomes 

Law 
Title: Ethical Considerations for In-House Counsel 
Speakers: Tara Miller, Royal Neighbors of America; Cherie Long-Hardin, The Standard Insurance Company ​

Description: The topics include: preserving attorney-client privilege, defining the client, conflicts of interest, professional independence, and confidentiality. 
Takeaway(s): Key questions specific to in house counsel include how to handle being asked questions related to “business decisions”—from claims, underwriting, technology, and the field. ​

Life & Annuity 
Title: Counsel's Corner: Practical Answers for Life Claims 
Speakers: Robert Lesko, Pierson Ferdinand, LLP; Vivian Ethridge, Lincoln Financial ​

Description: Two experienced claims attorneys, one in house and one from private practice are taking your toughest life insurance questions in a fast paced, no script format. This is about real decisions, risks and claim files. We'll move quickly, keep it practical, and get through as many questions as we can. Let's put counsel in the hot seat. 
Takeaway(s): 

• Walk away with unfiltered, real-world legal insight grounded in actual claim experience and share with your teams  

• Understand how claim decisions are challenged when examined by opposing counsel, regulators and the court 

Collaborative session with the Law Committee ​

Supp Health & LTC  
Title: The State of Insurance Fraud and How Cross-Industry Collaboration Can Elevate Awareness of Insurance Fraud in Long‑Term Care, Life, Disability, and Specialty Lines 
Speakers: Jeff Ferrand, Illumifin ​

Description: Insurance fraud continues to evolve in both scale and sophistication, presenting growing challenges across long‑term care, life, disability, and other specialty lines. Understanding the current landscape—and how awareness can be effectively raised among both industry stakeholders and the public—is critical for claims professionals navigating these risks. This session begins with a national and global overview of the current state of insurance fraud, presented from the perspective of the broader anti‑fraud community. Attendees will gain insight into emerging trends, priority areas of concern, and the broader implications for insurers and claims organizations. The session then transitions to a case study highlighting recent successes in raising awareness of insurance fraud within the long‑term care insurance industry. The case study will demonstrate how coordinated outreach, advocacy, and research efforts have driven meaningful engagement across regulators, insurers, and consumer audiences, offering a practical example of how awareness initiatives can influence outcomes. Finally, the session will conclude with a discussion of how these strategies and approaches—successfully applied in the long‑term care space—can be adapted and replicated across other lines of insurance represented within the ICA membership. Attendees will leave with a clearer understanding of how industry collaboration and targeted awareness efforts can strengthen fraud prevention and detection efforts across specialty lines. 
Takeaway(s): Gain a national and global perspective on the current state of insurance fraud and the emerging trends reshaping risk across long-term care, life, disability, and specialty lines. Learn how coordinated outreach, advocacy, and research efforts have successfully elevated fraud awareness within the long-term care industry — and how those same strategies can be adapted across other lines of business. Walk away with a practical framework for cross-industry collaboration that strengthens fraud prevention and detection, supported by a real-world case study demonstrating how targeted awareness initiatives can drive meaningful engagement among regulators, insurers, and consumers alike. 
Collaborative session with the Fraud & Risk Committee

Monday, September 14 | ​3:15pm – 4:45pm

Absence Management 
Title: Absence Management in the Age of AI 
Speakers: Darren Keener, Majesco; John Ross, EvolutionIQ ​

Description: AI is rapidly reshaping absence management, but its impact isn’t always straightforward. This session explores both the benefits and potential pitfalls of using AI in leave programs. Experts will share real-world insights on where automation, predictive analytics, and AI-driven tools deliver value—and where they can fall short. While AI can drive efficiency and support compliance, human judgment remains essential, especially in complex or gray-area cases. Attendees will gain practical guidance on balancing AI capabilities with the need for thoughtful, human-centered decision-making. 
Takeaway(s): 

• Learn about where the current and near-future state of AI can provide the most value, including its impact on efficiency, compliance, and decision-making, while limiting risk in the absence management process. 

• Learn where applying or relying too heavily on AI in absence management can introduce risk and compliance concerns.  

• Gain practical guidance on how organizations are navigating integrating AI into absence programs while maintaining accuracy, fairness, and a human-centered approach. 

Collaborative session with the Insurance Tech & Analytics Committee ​

* Disability 
Title: Let’s Talk Claims: An Open Forum for Disability Professionals 
Speakers: Peter Skipp, Symetra; Kristen Crook, Benekiva ​

Description: This 90-minute interactive roundtable brings together peers for an open, honest conversation on disability. Rather than a formal presentation, this session is designed to be a dynamic exchange of ideas—where participants can share experiences, raise challenges, and explore what’s working in real time. We’ll cover key topics surfaced by the group, discuss common pain points, and collaborate on practical approaches that can make an immediate impact. Whether you’re looking to learn from others, contribute your perspective, or simply listen in, this session creates space for meaningful dialogue and shared problem-solving. 
Takeaway(s): 

• Insight into common challenges and trends in disability claims management  

• Practical strategies peers are using to improve efficiency and outcomes  

• Real-world perspectives on what’s working (and what isn’t) across organizations  

• Actionable ideas participants can apply immediately within their own processes  

• Opportunities to build connections and learn from fellow disability professionals 

Fraud & Risk 
Title: Proactive Fraud Offense: How to remain proactive and diligent in an AI equipped world 
Speakers: Alyssa Lien, The Standard; Kevin Glasgow, Diligence ​

Description: This topic discusses common schemes fraudsters are adopting with AI help and the impact it is having on our customer base. From account takeover to identity spoofing and document forgery, we will go over solutions for recognizing this behavior and more importantly, discuss safeguards to prevent it from happening. 
Takeaway(s): Examples of AI fraud schemes, AI fraud tools, and an understanding of methods one can use to stay on top of the changing technical landscape to best protect our claimants. ​

Life & Annuity (A) 
Title: From Claims to Calendars: AI You Can Actually Use Today 
Speakers: Michael Shea, Benekiva; Blake Anderson, Americo ​

Description: AI isn’t just hype--it’s already changing how we work. In this session, we’ll walk through how AI is being used in claims today, alongside practical everyday applications like writing, organizing, and decision support. We’ll also build a prompt live to show how simple inputs can drive powerful outputs, giving you takeaways you can use immediately. 
Takeaway(s): AI in claims is most valuable as a time-saver—helping summarize, draft, and organize so adjusters can focus on judgment and decision-making. The biggest immediate win is learning how to write better prompts, since clear inputs drive dramatically better outputs. Start small with everyday tasks (emails, summaries, planning) and build from there. 
Collaborative session with the Insurance Tech & Analytics Committee ​

* Life & Annuity (B) 
Title: Advanced Death Claims Roundtable 
Speakers: Mary Wilkinson, Catholic Financial Life; Cindy Sumner, Texas Life; Stacey Miller, Primerica; Maria Icaza, Pan-American Life Insurance Group

Description: Hold on to your cowboy hats, as we ride into the world of death claims. What gets you excited? What keeps you awake at night? What makes you wanna two-step? 
Takeaway(s): This roundtable is designed for the seasoned claim cowgirl/cowboy. We will entertain questions and topics that get under your saddle and discuss openly at the “O K Corral.” Please “no loaded pistols,” as this is not a gunfight. In open saloon fashion, we will examine the realm of Advanced Claims. ​

Reinsurance 
Title: Reinsurance Round Up 
Speakers: Karen Riendeau, RGA Re; Pamela Evans, Pacific Life Re ​

Description: What are the benefits of partnering with your reinsurer? We’ll start with the fundamentals of reinsurance and then move quickly into actual claim examples that highlight where reinsurer collaboration makes a measurable difference. We’ll explore data sharing nuances and trends in document reduction to reinsurers. We’ll also take an honest look at AI in claims and reinsurance—where it helps or hinders. 
Takeaway(s): An understanding of the role of reinsurance and how it can benefit your company. ​

* Supp Health & LTC  
Title: Long-Term Care Claims Roundtable: Everything on the Table 
Speakers: Jennifer Luebke, Thrivent; Lisa Emery, Northwestern Mutual; Julie Peterson, Fuzion ​

Description: Join industry professionals for an interactive roundtable discussion exploring the full spectrum of long-term care claims. From complex cognitive claims and regulatory considerations to documentation challenges, emerging trends, and operational best practices, no topic is off limits. This session is designed to foster open dialogue, share practical insights, and exchange real-world strategies that support sound, consistent, and defensible claim decisions. 
Takeaway(s): Learn how top-performing claims organizations define success beyond close rates, with practical metrics and frameworks that support consistent, defensible decisions. Discover strategies for navigating generational differences in claimant communication, and how tailored approaches improve both outcomes and satisfaction. Gain peer-driven insight into the most complex and fastest-growing segment of LTC claims, including documentation standards and adjudication best practices. Walk away with real-world strategies exchanged among practitioners tackling the same challenges, shaped by live attendee input gathered before and during the session. ​

Tuesday, September 15

Tuesday, September 15 | ​9:45am – 11:15am

* Absence Management 
Title: Where Policy Meets the Courtroom: FMLA, ADA, and PWFA 
Speakers: Lauren Hagen, Symetra; Stephen Bressler, WBD ​

Description: This session offers an in-depth review of the Family and Medical Leave Act (FMLA), the Americans with Disabilities Act (ADA), and the Pregnant Workers Fairness Act (PWFA). Participants will gain a comprehensive understanding of how these critical employment laws interact and overlap in the workplace. The session will include an interactive discussion focused on recent case law, highlighting emerging trends, judicial interpretations, and compliance challenges. Attendees will have the opportunity to ask questions and engage with real-world scenarios, enhancing their practical knowledge and ability to identify legal risks. 
Takeaway(s): 

• A general overview of the FMLA, ADA, and PWFA, including their key provisions and requirements  

• Insights into how employer decisions—such as leave management, accommodations, and workplace policies—can result in legal exposure  

• Practical strategies for mitigating risk and ensuring compliance  

• Awareness of recent case law and its impact on HR practices 

Collaborative session with the Law Committee ​

* Disability 
Title: ICA Roundtable: AI, Predictive Analytics & Case Law in the Disability Industry 
Speakers: Jake Monk, Shutts & Bowen LLP; Tara Miller, Royal Neighbors of America; Nick Coleman, LexMed; Alicia Hopkins, Sun Life Financial ​

Description: Artificial intelligence is rapidly transforming the disability claims landscape—but how is it being interpreted, governed, and challenged from a legal standpoint? This interactive ICA roundtable brings together leaders from legal, carrier, and technology backgrounds to explore the real-world impact of AI, predictive models, and claims analytics on decision-making and defensibility. Rather than a traditional presentation, this session will foster a dynamic, multi-perspective discussion focused on the questions organizations are actively grappling with today. This session is designed to leave attendees with practical, actionable takeaways on how to balance innovation with defensibility—helping organizations responsibly integrate AI and predictive analytics while minimizing legal and operational risk. 
Takeaway(s): 

• Understand how AI and predictive analytics are influencing claims decision-making and documentation practices  

• Identify what may be considered part of the “claim file” in an AI-enabled environment and what could be discoverable  

• Recognize emerging legal and regulatory risks tied to AI use in underwriting and claims adjudication  

• Gain insight into how courts are beginning to evaluate AI-driven processes and outputs  

• Learn practical approaches to maintaining defensibility while incorporating AI tools into workflows  

• Explore best practices for governance, oversight, and responsible AI implementation across the claims lifecycle 

Collaborative session with the Law Committee ​

Life & Annuity (A) 
Title: Lassoing the Truth: Living Benefit Claim Risks 
Speakers: Anthony Joseph, Nationwide; Jennifer Drago, RGA Re; Courtney Johnson, Banner Life Insurance Co ​

Description: Giddy up! This quick draw session wrangles the wild world of living benefit claims—what they are, how they work, and where trouble likes to hide. We’ll call out the fraud lovin’ varmints, learn the red flags they leave behind, and lasso the key legal impacts every claim wrangler should know. Fast, fun, and straight shootin’, this roundup will have you riding tall and ready to keep the claim corral safe. 
Takeaway(s): This session will take a look at living benefit claim basics and key operational risk points. We’ll review cases studies to showcase fraud patterns and what to watch for. Finally, we'll discuss legal issues that can arise during claim handling. ​

Life & Annuity (B) 
Title: Red Flags Without Borders: Fraud in Foreign Death Claims 
Speakers: Erick Soeth, Diligence International Group; Margo Jenkins, AAA Life Insurance Company; Jennifer Kusner, Hannover Re ​

Description: Foreign death claims often arrive with complete, official documentation, yet the story beneath the paperwork may be built on deception. This session guides examiners through the full lifecycle of a foreign death claim, from notice to final decision, showing how legitimate documents can rest on fraudulent foundations. Attendees will learn how to evaluate facts, context, and credibility across borders, identify subtle red flags, and move beyond surface level validation. 
Takeaway(s): The goal of this session is to equip examiners with a practical, defensible framework to investigate foreign death claims and reach confident claim decisions. 
Collaborative session with the Fraud & Risk Management Committee ​

Supp Health & LTC  
Title: Fast vs. Automatic: Rethinking the Best Path to a Better Supp Health Claims Experience 
Speakers: Kelli Morales, Securian; Molly Johnson, Voya ​

Description: Medical claims integration is often positioned as a win-win, automatically identifying claims opportunities, increasing utilization, and reducing the burden on claimants. By leveraging data feeds from medical providers, carriers can proactively notify employees when a qualifying event occurs and streamline submission requirements. But how well does it actually work in practice? In this session, we’ll take a candid look at the real-world experience of medical claims integration, from data flow and timing challenges to claimant behavior and operational complexity. We’ll explore key questions: Is the data timely and actionable? Does integration truly simplify the process for claimants, or does it introduce delays while waiting for medical claims to finalize? And how does it compare to a simpler, claimant-driven model where individuals submit claims immediately following an event and receive faster outcomes? 
Takeaway(s): You'll walk away understanding the complexities to the MCI process, what works well, and what needs to still be fixed. ​

Tuesday, September 15 | ​11:30am – 12:45pm

Absence Management 
Title: Growth, Impact, and Prevention of Absence Fraud 
Speakers: Abigail O'Connell, Sun Life Financial ​

Description: As paid leave laws continue to pass, employers and employees are experiencing an unprecedented level of absence benefit fraud. Paid leave allows employees to readily receive job-protected leave from work and employees do not always use their protected leave time for the stated and certified purpose. In addition, cyber criminals can use a few pieces of information to submit claims for statutorily mandated benefits using an employee’s identity. Here we will discuss methods to balance fraud investigation and prevention with employment law risk. 
Takeaway(s): 

• Brief Overview of Absence entitlements including employer obligations  

• Understanding fraud investigation: rights and risk  

• Fraud investigation process development, tips, and tools  

• Consequences of fraud 

Collaborative session with the Fraud & Risk Committee ​

* Disability 
Title: Collaboration … Claims, SIU and Forensic Accounting 
Speakers: Creya Casale, Guardian; Jonathan Ayers, The Standard; John K. Hoffman, Nawrocki Smith LLP ​

Description: The goal of this session is to normalize financial analysis for claims. What is it? Why should you do it? How do you do it and when should you do it? A lively workshop panel discussion for IDI and group disability professions to learn about financial analysis for disability claims with real case studies from the panelists. Bring your questions and most challenging claims! 
Takeaway(s): 

• Obtain an understanding of forensic accounting techniques and become comfortable using them in your claim evaluations.  

• Recognize when routine financial analysis may require an escalation to a forensic accountant or SIU.  

• Identify what are the elements, issues, and types of referrals to send to SIU and forensic accountants. 

Collaborative session with the Fraud & Risk Committee ​

Law 
Title: This Ain’t Our First Claims Rodeo - From greenhorns to grand champions, we've got a corral of claim scenarios and best practices. 
Speakers: Geoffrey Tong, Garcia Hernandez Sawhney; Patrick Colaw, American Fidelity Group; Vivian Ethridge, Lincoln Financial ​

Description: We’ll round up a range of different claim situations and best practices. For all levels of riders (claims folks too). 
Takeaway(s): This interactive session will cover various claim issues, familiar and not too familiar, and how to approach and address them. ​

* Life & Annuity 
Title: Annuity Roundtable 
Speakers: Erin Brown, Nationwide; Brian Anderkin, MassMutual Ascend Life Insurance Co; Blake Anderson, Americo ​

Description: Grab the reins and ride on over to this year’s Annuity Roundtable! In this interactive session, we’ll wrangle a host of hot topics and tackle the toughest issues shaping annuity claims today. To ensure the discussion is tailored to what matters most to you, our speakers will solicit your questions in advance. Don’t miss this chance to join a lively, trailblazing discussion. We hope to see you there! 
Takeaway(s): This session will address a broad range of questions related to annuity claims, with topics guided by our speakers and supplemented by questions submitted by the audience. ​

Reinsurance 
Title: Wrangling Risk Together: Real Claims. Shared Lessons. Stronger Carrier-Reinsurer Partnerships 
Speakers: Monica Clink, Optimum Re; Eli Wahby, Foresters Financial ​

Description: Direct carriers and reinsurers may ride different sides of the saddle—but they share the same risk. When a complex claim hits, success depends on how well we work together. In this hands-on session, we’ll walk through real-world claim scenarios to uncover where alignment breaks down, how collaboration, communication, and reinsurer expertise can shift the trajectory or significantly influence – and in some cases change – the outcome of a claim. Reserve your seat to compare perspectives, share experiences, and strengthen the partnerships that help us “wrangle risk” together. 
Takeaway(s): An interactive, case-based session for claims, reinsurance, and risk leaders who want better outcomes through better collaboration. ​

Supp Health & LTC 
Title: Tools in Identifying and Addressing Red Flags and Fraud Rings in Supp Health 
Speakers: Jason Ball, Aflac; Alejandra Muller, American Fidelity ​

Description: Supplemental insurance fraud continues to evolve as fraudsters exploit policy structures, benefit triggers, and digital claim channels. From inflated accident and hospital indemnity claims to organized provider–claimant networks, investigators increasingly face complex, multi‑state rings designed to evade traditional controls. This session explores high‑confidence red flags specific to supplemental insurance lines, the investigative techniques and technologies to detect, connect related to organized fraud ring, Attendees will gain practical insights into recognizing suspicious patterns, leveraging data analytics, and integrating technology with field investigations to stay ahead of emerging fraud schemes. Designed for SIU professionals, claims leaders, investigators, and compliance teams, this presentation blends real‑world case dynamics with forward‑looking investigative strategies. Key Topics Covered: Supplemental insurance fraud trends (accident, hospital, cancer, critical illness) Early and late‑stage claim red flags Complex organized rings and collusion indicators Use of data analytics, network mapping, and technology tools Bridging technology outputs with human investigation 
Takeaway(s): Attendees will leave with: Actionable red flags specific to supplemental insurance claims that signal potential fraud earlier in the lifecycle A clear understanding of how complex fraud rings form, communicate, and scale across claimants, providers Practical investigative approaches for connecting seemingly unrelated claims into organized schemes Insight into technology tools—analytics, link analysis, AI, and data visualization—and how they enhance (not replace) investigator expertise Best practices for integrating SIU, claims, and analytics teams to improve outcomes and reduce false positives Lessons learned from real investigative scenarios that can be applied immediately in daily casework 
Collaborative session with the Insurance Tech & Analytics Committee

Tuesday, September 15 | ​2:30pm – 3:30pm

* Absence Management 
Title: Beyond Tracking Time: Making Sense of Modern Absence Management 
Speakers: Samantha Reed, Symetra; Shelley Moreland, Principal ​

Description: Absence management isn’t just about tracking time off --it’s where compliance, employee experience, and a bit of chaos all collide. We’ll dig into real-world challenges of managing paid and unpaid leave—where things get messy, where mistakes happen, and how HR teams can bring more clarity and consistency to it all. We’ll talk about AI—not in a scary, robots-are-taking-over way – but a tool that can take work off your plate so you can focus on the people side of leave. In this session, we’ll discuss common pitfalls, share practical insights, and help you feel more confident navigating gray areas. 
Takeaway(s): After this session, you will have a better understanding of how to have a structured, informed approach to absence management—not case-by-case guesswork, ways to use technology to create space for more meaningful employee support, keys to educating and aligning managers as they are often the first touchpoint, and biggest source of missteps plus, how HR teams can treat leave as a core part of their strategy, not a back-office process. ​

Disability (A) 
Title: The Power of Clear Communication 
Speakers: Kari Brisco, RGA; Travis Podesta, Guardian Life ​

Description: Whether communicating medical rationale, policy provisions, or claim decisions, clear communication builds trust. This session explores how clear and intentional verbal and written communication can significantly improve claimant satisfaction while also helping to prevent unnecessary escalation. This session will highlight practical strategies for explaining complex decisions, setting expectations, and documenting files clearly. The session will also provide insight on aligning tone and content to ensure messages are accurate and consistent. 
Takeaway(s): 

• Clarity builds trust: Clear, consistent communication strengthens claimant confidence in the process and reinforces the insurer’s credibility.  

• Words influence outcomes: Thoughtful written and verbal communication can prevent misunderstandings that can lead to escalation.  

• Tone matters as much as content: Clear, professional, and respectful language improves claimant perception.  

• Set expectations early and often: Proactive communication about timeline requirements, and next steps helps manage claimant expectations and reduce frustration.  

• Consistency can aid in timeliness: Aligning verbal conversations with written documentation can assist in documenting the file and reduce rework. 

Disability (B) 
Title: Coping with Copilot: Navigating the incorporation of AI in Claims 
Speakers: Alejandra Muller, American Fidelity Group ​

Description: As artificial intelligence becomes increasingly embedded in claims operations, claims departments are navigating both significant opportunities and real-world challenges. This session will explore how AI is being implemented across the claims process—from intake and triage to adjudication, fraud detection, and customer communications. Attendees will hear practical examples of AI applications already in use, lessons learned from early adoption, and common challenges claims teams have faced during implementation, including governance, data quality, change management, and regulatory considerations. The discussion will focus on actionable insights rather than theory, grounded in the realities of Life and Health claims handling. 
Takeaway(s): 

• Understand where and how AI is being applied in the claims lifecycle today  

• Learn practical, real-world use cases that improve efficiency, accuracy, and claimant experience  

• Recognize common challenges claims teams face when implementing AI—and strategies to address them  

• Gain insights into balancing automation with human judgment in complex claim decisions  

• Walk away with considerations to help guide thoughtful, responsible AI adoption within your claims organization 

Collaborative session with the Insurance Tech & Analytics Committee ​

Law 
Title: Can You Spot the Fraud? A Real-World Litigation Challenge 
Speakers: Melissa M. Cowan, Burke, Williams & Sorensen ​

Description: Do you think you can outsmart a scammer? Come play this high-stakes game where the evidence gets messy, the stakes are legal, and the truth just might be hidden in plain sight. Your host and veteran litigator will bring the files, the fakes, and the courtroom drama. All that’s missing is YOU! 
Takeaway(s): Sharpen your skills in spotting scams and scammers. ​

* Life & Annuity 
Title: Roundtable on High-Impact Leadership Strategies 
Speakers: Meredith Heibert, Guardian Life; Alicia Gray-McGhee, Northwestern Mutual; Priscilla Hinkson, Munich Re; Rob Strange, Evadata ​

Description: As a leader in claims, you are building the bridge between the carrier’s promise and execution of claims. This roundtable is designed specifically for those navigating: associate hiring & bench strength, associate training, associate development, service level benchmarking + customer surveys, and claims journey mapping. We’re moving past theory to discuss the practical levers you can pull to elevate your department. 
Takeaway(s): Strategies for: Associate hiring & bench strength, associate training, associate development, service level benchmarking + customer surveys, and claims journey mapping. ​

Tuesday, September 15 | ​3:45pm – 5:15pm

Disability 
Title: Evolving Risk in Mature & PTD Claims: Best Practices & Insights 
Speakers: Carl Capato, FastTrack; Micah Rubenstein, The Standard Insurance Company; Amanda Staples, FINEOS; Kathy Serunian, Full Scope; Angela Thomas, Reliance Matrix ​

Description: As disability claims mature, risk doesn’t fade—it evolves and often intensifies. This executive-level roundtable explores best practices for managing stable & mature, and Permanent Total Disability (PTD) claims with precision and foresight. Panelists will discuss how leading organizations are leveraging automation to streamline claim handling, enhance risk management, and improve operational efficiency. We'll also discuss how predictive insights and emerging technologies help uncover hidden fraud risks and support smarter decision-making. We'll bring frontline experts to share practical strategies to protect outcomes at scale while navigating the long-tail challenges of PTD claims. 
Takeaway(s): Come prepared to share your knowledge and journey! ​

Fraud & Risk 
Title: AI in Action: The Augmented Investigation - How Smart Tools Transform the Case Lifecycle
Speakers: Julie Temlak, MassMutual ​

Description: Moving from theory to practice. Attendees will walk through a real investigative case from intake to fraud filing, seeing exactly where AI was used at each phase, what it produced, and what the investigator verified. The session breaks down the prompting approach behind document review, social media analysis, and interview preparation-demystifying how to build effective prompts without memorizing a formula. The focus is on AI as a force multiplier, not a replacement: AI surfaces, investigators decide. Attendees will leave with a practical framework they can apply their own caseload immediately. 
Takeaway(s): AI accelerates-it doesn't replace. Every AI output requires a human judgment checkpoint before it moves the case forward. The investigator remains the accountability layer. ​

* Law 
Title: The Interpleader Roundtable Discussing Basics and Current Issues 
Speakers: Tara Miller, Royal Neighbors of America; Trevor Whitmer, Londen Insurance Group; Joseph A. Niglio, Knights of Columbus; Michelle Thurber Czapski, Bodman PLC ​

Description: This session will cover current cases and examples related to the uptick in interpleaders resulting from powers of attorney (homemade, holographic, AI generated, and downloaded from the internet) and more. 
Takeaway(s): This session will cover red flags, what to include for outside counsel. ​

* Life & Annuity 
Title: Life Claims Fundamentals: Building the Foundation 
Speakers: Ashlee Rhudy, Lincoln Heritage Life Insurance; Curtis McAdams, RGA; Shavonda House, Royal Neighbors of America ​

Description: The Life Claims Fundamentals Roundtable is an interactive, attendee driven forum focused on core life claims topics and essential industry practices, including claim intake and setup, documentation requirements, beneficiary review, contestability considerations, and effective communication across the claims lifecycle. Topics and questions will also be gathered from attendees before the conference to help guide discussion. This session is designed for professionals early in their life claims careers, those newer to the discipline, and individuals seeking a refresher on general claims concepts. Participants will ask questions, exchange perspectives, and learn from peers representing a range of life insurance organizations and roles. 
Takeaway(s): Peer learning through questions, shared perspectives, and collaboration across diverse life insurance roles and organizations. ​

Supp Health & LTC  
Title: When Supp Health Products Get Complicated: Building Claims Capabilities That Still Feel Simple 
Speakers: Molly Johnson, Voya; Kelli Morales, Securian Financial ​

Description: Supplemental health products continue to add complexity through expanding plan designs, variations, and administrative requirements, that complexity directly impacts claims operations. We’ll dig into how product complexity shows up in the real world: increased exception handling, training burden, inconsistent outcomes, and challenges scaling service in a way that feels easy and consistent for claimants and clients. We’ll explore a practical approach to building “meaningful capabilities” that meet rising expectations without overwhelming operations such as automated decisions for straightforward claim scenarios and examiner handling for complex claims. Using a capability-based lens (i.e., defining clear “ability-to” outcomes and aligning people, process, and technology around them), attendees will leave with a framework to simplify the experience externally while managing complexity internally—so claims organizations can deliver speed, accuracy, and empathy at scale. 
Takeaway(s):  

• Identify the most common ways product complexity creates operational friction (exceptions, training load, inconsistent outcomes).  

• Apply a capability-based approach to decide what to automate vs. what to escalate into high-touch handling.  

• Define “simple on the outside” claims experiences by translating complex product requirements into clear, implementable capabilities. 

Tech 
Title: New and Old Technology in Straight-Through-Processing: A Roundtable Discussion 
Speakers: Carl Capato, FastTrack ​

Description: In this session, industry innovation leaders will first give examples of notable successes in automation of claims processing, and then moderate a free-ranging discussion on the impact of technology for straight-through-processing. Participants should come prepared to share their own experiences with using technology to automate processing. 
Takeaway(s): You will walk away understanding what success can look like with automation. We will also work together to answer questions, and pain points that attendees want to discuss. ​