Built with leading claims executives, this agenda focuses on the real pressures shaping today’s claims function – from rising severity and litigation risk to AI adoption and workforce change. Through candid case studies, interactive discussions, and peer-led sessions, you’ll gain practical insight into what’s driving better claims outcomes now.
Rotate between four facilitated tables, each exploring a critical human challenge shaping today’s adjuster:
• The modern adjuster pressure profile – KPIs, caseload volatility, CAT surges, and emotional labor
• Burnout and performance risk – where fatigue is impacting accuracy, speed, and customer outcomes
• Remote culture & visibility challenges – supporting wellbeing when teams are behind screens
• Leadership capability gaps & practical support – building resilience through stronger people leadership and empowerment.
Amy Cooper, Founder & CEO, RISE
• Recalibrate severity as tariffs, supply shocks, and social inflation push up parts, labor, and claims costs beyond legacy pricing and reserves
• Move AI from pilot to production, reducing manual work, accelerating decisions, and equipping adjusters with better tools
• Build a future ready claims workforce by evolving skills while preserving the technical expertise and empathy at the core of claims handling
Amit Khanna, Chief Claims & Service Officer, Liberty Mutual Insurance
• Turn claims insights into action, giving underwriting, audit, and actuarial teams the intelligence they need to eliminate blind spots
• Elevate claims' influence, by ensuring frontline data shapes pricing, reserving, and business strategy, not just post-loss reporting
• Close the gap across the business, reducing surprises, driving smarter decisions, and creating stronger alignment from claims to underwriting
Polly Mitra, Director, PwC
Balaji Jayakumar, Director, PwC
• Build confidence your claims function can manage today’s most complex, high-severity losses – so data center outages and supply chain shocks don’t catch you off guard
• Close the execution gap between underwriting intent and claims reality by combining AI-enabled insight, vendor models, and coverage interpretation
• Rethink claims operating models, partner ecosystems, and workflows to reduce rework, delays, and leakage in increasingly complex files
Chris Celentano, Chief Technical Officer, North America Claims, Sompo
Scott Harris, Chief Claims Officer, Commonwealth Casualty Company
Jim Sorrells, CPCU, Sales Director - P&C Insurance, DigitalOwl
Moderator: Bryan Falchuk, President & CEO, PLRB
Start your day with a coffee, connect with peers, and make the most of your time on the expo floor.
While you're there, take part in the Expo Scavenger Hunt. Visit participating booths, answer challenge questions, and earn points for the chance to win exciting prizes.
Head to the event app for details on participating booths, challenge questions, and how to get started.
• Protect critical experience through knowledge transfer, succession planning, and stronger talent pipelines as retirements accelerate
• Lead teams through AI and operational change by communicating the “why,” involving people early, and reducing low-value work
• Redefine adjuster success by balancing performance, empathy, and mental wellbeing in a high-pressure, remote, and complex environment
Amy Klatt, SVP Claims, Skyward Insurance
Jane Dullinger, Chief Claims Officer, Fortegra
Carey Bond, Head of Claims, Americas, Lloyds
Snapsheet
Moderator: Bryan Falchuk, President & CEO, PLRB
- Separate AI fact from fiction by exploring the tangible outcomes of 70+ AI Voice deployments across leading insurance carriers and brokers
- Leverage deep AI integrations at FNOL to reduce claims cycle times while delivering a stronger customer experience
- Assess where AI Voice has become a competitive necessity by measuring ROI, accelerating time-to-value, and deploying in weeks rather than months
Tom Freeland, President, Liberate
- Build a consistent record of loss by standardizing how field data is captured, so quality and completeness stay uniform across every inspection regardless of who is in the field
- Transform each inspection into a trusted, reusable record of property condition that makes claims estimate-ready and defensible
- Resolve claims with confidence, using accurate field data to cut rework, strengthen decisions, and speed the path to repair
Brannon Lacey, CEO, SeekNow
• Turn resistance into genuine buy-in by building frontline confidence through early wins, honest communication, and involving adjusters in the process
• Start with the workflows where change proves its value fastest – then use those wins to build momentum
• Embed new tools, processes, and ways of working into how adjusters already operate so change feels like an upgrade, not an imposition
Carolynn Smith, Head of US Business Service Operations & Enterprise Process Excellence, Prudential Financial
Nirmitee Shah, General Manager, Financial and Professional Services, Scale AI
Moderator: Bryan Falchuk, President & CEO, PLRB
From Digitization to Decisioning: Agentic Workflows in Claims
- Move beyond screens and extraction tools to ask the real architectural question: What operating model does AI leave behind as it moves through the claims lifecycle?
- Use a five-stage maturity curve to map the honest distance between digitizing claims documents and orchestrating triage, coverage, reserving, and settlement end to end
- Reserve handlers for genuine judgment as digitization lays the foundation, orchestration drives the transformation, and decisioning becomes the destination
Kyle Caswell, Chief Sales Officer, IVANS
From Concept to Claims Desk: How OEM Vehicle Data Is Transforming Claims Operations Today
- Accelerate claims investigations through direct access to owner-consented Toyota and Lexus OEM vehicle data
- Enhance loss assessment accuracy with connected vehicle insights that support more informed and efficient decision-making
- Deliver measurable operational value by embedding OEM vehicle data into production claims workflows and reducing cycle times
Ryan Lockwood, Director of Insurance Data Solutions, Toyota - Connected Analytic Services
• Close the defense coordination gap by sharing verdict outcomes, tactics, and valuations before plaintiff advantages drive higher losses
• Value cases earlier using shared benchmarks, litigation AI, and severity scoring as verdicts and awards escalate
• Use aggregated defense intelligence to identify plaintiff tactics, legal trends, and market shifts sooner
Laura Block, SVP Head of US Marine Claims, Ascot Group
Dale Sherman, SVP Claims Counsel, PURE Insurance
David T. Vanalek, Chief Legal & Compliance Officer, Richmond National
Doris Aragon, VP Complex Excess Claims Unit, Zurich U.S.
Brian Bradley, President & CEO, BSA Claims
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Close the trust gap and build annual feedback loops that surface dissatisfaction before it becomes a complaint, lawyer call, or lost renewal
• Redesign claims touchpoints with a concierge model – fewer, higher-impact interactions that pre-empt regulatory scrutiny
• Link claims experience to renewals, complaints, and lifetime value to prove the ROI of customer investment
Lorriane Morhardt, SVP Chief Claims Officer, The Hartford Steam Boiler
Becky Hudzik-Presson, SVP P&C Claims – Chief Claims Officer, Farm Family Insurance
Joey Daryanani, VP Operations Shared Services, CSAA
Max Koonce, Chief Claims Officer, Sedgwick
Sean Eldridge, Co-founder & CEO, Crosstie
Moderator: Lori Pon, Executive Director, MAIPF
Attend the panel, then join facilitated roundtables to discuss how shared defense data can work in practice – what must change, what is possible today, and how organizations can move from alignment to execution.
Laura Block, SVP Head of US Marine Claims, Ascot Group
Dale Sherman, SVP Claims Counsel, PURE Insurance
David T. Vanalek, Chief Legal & Compliance Officer, Richmond National
Doris Aragon, VP Complex Excess Claims Unit, Zurich U.S.
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
Attend the panel, then join facilitated roundtables to discuss where human intervention matters most in claims – what works, what doesn’t, and how to balance AI with human judgment.
Lorriane Morhardt, SVP Chief Claims Officer, The Hartford Steam Boiler
Becky Hudzik-Presson, SVP P&C Claims – Chief Claims Officer, Farm Family Insurance
Joey Daryanani, VP Operations Shared Services, CSAA
Max Koonce, Chief Claims Officer, Sedgwick
Sean Eldridge, Co-founder & CEO, Crosstie
Moderator: Lori Pon, Executive Director, MAIPF
• Use Florida's post-reform data to benchmark claims costs, strengthen advocacy, and brief your board with evidence
• Identify which regulatory levers moved the needle so you can prioritize reform efforts with confidence
• Leave with a replicable model for making the case for reform before the next nuclear verdict forces action
Michael Yaworsky, Insurance Commissioner, Florida Department of Insurance
• Compress adjuster development with AI and VR simulations that replicate high-stakes claim scenarios
• Protect claim quality as retirements accelerate by giving newer adjusters access to experiential learning
• Validate training investment with outcome data on complex claims, resolution speed, and litigation escalation
Melissa Hill, Head of Claims for North America, Allianz Commercial
- Leverage AI-ready data for stronger injury claim strategy
- Deploy AI agents to manage severity drivers: venue, injury profile, compensation history, and attorney tactics
- Quantify AI's impact on large loss development, leakage reduction, and litigation spend to prove ROI
Dan Donovan, Head of IDN Solutions, SHIFT Technology
- Uncover why 85% of insurers believe AI improves customer trust while only 41% of policyholders agree, despite claims automation remaining a top investment priority
- Examine where carriers are investing in AI today and where they are increasing investments across the claims lifecycle
- Define where AI can operate independently, where human expertise remains essential, and how carriers are measuring ROI and productivity gains
Stephanie Behnke, Principal Industry & Market Insights, Hi Marley
• What’s the biggest barrier preventing effective data sharing across carriers, law firms, and vendors today?
• How early can we realistically identify a nuclear verdict – and what should change in handling once we do?
• How do we move from better litigation data to actually changing strategy on live, high-risk claims?
Michael Yaworsky, Insurance Commissioner, Florida Department of Insurance
Dan Donovan, Head of IDN Solutions, SHIFT Technology
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• What moments in the claims journey matter most to policyholders – and where does automation fail?
• How do you decide when a claim should be handled by AI versus escalated to a human?
• How can claims teams detect dissatisfaction early before it becomes a complaint or legal action?
Melissa Hill, Head of Claims for North America, Allianz Commercial
Stephanie Behnke, Principal Industry & Market Insights, Hi Marley
Moderator: Lori Pon, Executive Director, MAIPF
Stop Nuclear Verdicts® before they happen using proven defense strategies rooted in psychology and backed by data.
Protect policyholders from outsized awards by personalizing defendants and anchoring numbers.
Leave with a litigation playbook based on trial transcript analysis.
Ashley Fetyko, Partner, Tyson & Mendes | Co-Founder, Apex Defense Consulting
• Establish governance, data flows, and regular collaboration that moves loss intelligence from the claims floor to underwriting and actuarial, ahead of renewal
• Translate emerging claims signals – plaintiff tactics, jurisdictional trends, and new exposures – into actionable underwriting insights, not static reporting
• Align claims and underwriting with the relationships, language, and cadence required to turn collaboration into real, lasting impact
Calvin Strong, Chief Claims Officer, PEMCO
Stacey Jurado, Chief Claims Officer, Universal Casualty Risk Retention Group
Kathy Arp, SVP Management & Professional Liability Claims, Skyward Specialty Insurance
Moderator: Chris Frankland, Founder, InsurTech360
• Understand where AI can support undertrained temporary staff during surge – and where it cannot
• Reduce post-CAT quality failures with AI-assisted quality assurance that scales with volume, not just headcount
• Build a defensible position on AI's role in surge readiness that satisfies regulators and protects policyholders
Barbara Brown, Chief Claims Officer, Grange Insurance
Tiffany Alvey, SVP Head of Home Office Claims, PURE Insurance
Suril Kantaria, Cofounder & CEO, Adaptional
Moderator: Bryan Falchuk, President & CEO, PLRB
• Eliminate the citation errors, misapplied policy language, and copy-paste mistakes that plaintiff attorneys are already scanning for with AI
• Generate policy-specific, legally accurate correspondence at scale – without asking adjusters to read a 75-page policy for every letter they write
• Quantify the leakage, litigation exposure, and rework cost hidden inside your current correspondence process to build the board-level case for change
Aman Gour, Co-Founder & CEO, FurtherAI
Moderator: Chris Frankland, Founder, InsurTech360
• Prevent losses before they escalate by shifting from repair to early risk identification and proactive intervention
• Reduce litigation exposure and cost by resolving claims faster and improving early engagement
• Spot and stop emerging risks earlier with better visibility into trends across vendors, claimants and behaviors
Check back soon for speaker updates!
• Define the claims leader's role – from operational function to strategic, client-facing force that shapes business outcomes in a complex global risk environment
• Navigate AI as both opportunity and threat – knowing when technology enhances client service and when cost-driven automation erodes the trust clients pay for
• Lead claims as an irreplaceable part of the value chain – with the focus, human judgment, and commercial clarity to prove its impact where it matters most
Neil Harrison, Global Head of Claims, WTW
- Build customer loyalty by delivering the seamless, transparent claims experiences younger generations expect
- Engage digital-first policyholders through communication strategies tailored to millennial and Gen Z preferences
- Strengthen retention and trust by transforming claims from a moment of friction into a competitive differentiator
Joey Daryanani, VP Operations Shared Services, CSAA
• When claims intelligence reaches underwriting, how do you stop it becoming a report that gets filed away instead of something that changes a decision?
• As plaintiff attorneys use AI to scan for errors, how far behind is the defense side – and what does closing that gap require?
• When a high-profile claim threatens brand reputation, who owns the narrative – and how do you stop claims, legal, and communications pulling in different directions?
Neil Harrison, Global Head of Claims, WTW
Aman Gour, Co-Founder & CEO, FurtherAI
Moderator: Chris Frankland, Founder, InsurTech360
• When a CAT hits and you're onboarding temporary adjusters overnight, where does AI genuinely help – and where does it create more risk?
• How do you know in real time whether your surge model is holding up – and what's the earliest signal it's starting to break?
• What does efficient TPA oversight look like during a surge – and how do you know when it's starting to fail?
Joey Daryanani, VP Operations Shared Services, CSAA
Moderator: Bryan Falchuk, President & CEO, PLRB
• Reduce policyholder churn by improving the total loss experience and identifying the moments that matter most
• Benchmark the metrics that drive performance, from cycle time and settlement speed to retention and customer satisfaction
• Remove friction from the total loss process to accelerate settlements and improve outcomes for both customers and carriers
Peter Jebson, CEO, Salvato
Tawna Kuni, Head of Seller Services, Salvato
• Accelerate AI from pilot to production with a structured framework that sequences technology decisions around clear business problems
• Embed governance checkpoints that align AI deployment with compliance and regulatory requirements before costly retrofits are needed
• Deliver a prioritized, board-ready AI roadmap with a defensible path to measurable outcomes within 12 months
Scale AI
- Explore how open claims reveal decision drift, override patterns, and reserve movement before they impact loss ratios
- Discover how disconnected systems hide policy context and reasoning, making consistent claims decisions harder
- See why native AI across the policy lifecycle turns claim decisions into actionable signals for claims and underwriting
William Steenbergen, Co-Founder & CTO, Federato Technologies
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Turn claims data into a real-time decision engine by standardizing inputs across TPAs, systems, and lines of business
• Accelerate loss trend identification with automated reporting that pushes the right insights to the right stakeholders
• Quantify the impact of data gaps on claims outcomes, litigation exposure, and LAE to justify infrastructure investment
Evolution IQ
• Win the board-level argument for claims investment by replacing the "cost center" label with outcome data that connects claims performance to retention, profitability, and competitive advantage
• Shift how your organization talks about claims – from "we pay out" to "we protect the business, the brand, and the policyholder"
• Hear from leaders who have successfully changed how claims is perceived internally, and what it took to make that shift stick
Enrique Monzon, Chief Claims Officer, Global Life, Pan-American Life Insurance Group
Lisa Jacobson, SVP Claims, Dellwood Insurance
Orla Nixon, Head of Claim Operations, New York Life Group Benefit Solutions (NYL GBS), New York Life
Shawn Crawley, Head of North American Claims Operations, Sompo
Plaid
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Protect your technology budget with a build-versus-buy framework grounded in data assets, legacy infrastructure, and strategy
• Identify which AI capabilities to build, buy, or source through hybrid models to avoid vendor dependency
• Future-proof your AI investment, and design a modular tech stack that stays agile as the AI market evolves
Ronald Morrison, Chief Claims Officer, MSIG USA
Aaron Wheaton, Chief Claims and Customer Service Officer, Clearcover
Maria Cruz, VP Claims, QBE
Kevin Ostrander, Chief Revenue Officer, One Inc
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
Join this facilitated peer session to share what's worked and what hasn't in shifting the internal perception of claims. Bring your real examples – from board conversations to budget battles – and leave with language and tactics you can use immediately.
Enrique Monzon, Chief Claims Officer, Global Life, Pan-American Life Insurance Group
Lisa Jacobson, SVP Claims, Dellwood Insurance
Orla Nixon, Head of Claim Operations, New York Life Group Benefit Solutions (NYL GBS), New York Life
Shawn Crawley, Head of North American Claims Operations, Sompo
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
Join this interactive challenge clinic, where peers bring their toughest build vs buy dilemmas to the table. Explore the decisions keeping you up at night – from vendor lock in to legacy constraints – and crowdsource practical solutions with others facing the same challenges.
Ronald Morrison, Chief Claims Officer, MSIG USA
Aaron Wheaton, Chief Claims and Customer Service Officer, Clearcover
Maria Cruz, VP Claims, QBE
Kevin Ostrander, Chief Revenue Officer, One Inc
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Surface overlooked claims trends early before soft-market pricing locks in exposure to litigation, CAT volatility and social inflation
• Translate frontline signals – plaintiff tactics, TPA performance, and severity trends – into underwriting-ready inputs
• Build a claims-to-underwriting signal framework to guide repricing, restriction, monitoring, or exit decisions before loss trends harden
SPONSORSHIP AVAILABLE
• Establish AI governance frameworks before external rules force costly retrofits
• Draw clear human-versus-AI decision boundaries that protect trust while unlocking automation value
• Create governance committees for internal teams and vendors before uncontrolled AI use becomes a liability
SPONSORSHIP AVAILABLE
• Win the talent battle early by positioning claims as a strategic, high-impact career – on par with underwriting and actuarial
• Protect critical expertise before it walks out the door with structured mentorship and succession that close your mid-level gap
• Attract and retain the talent you need by redefining the adjuster role to appeal to empathetic, analytical, commercially minded professionals
Christian Martin, SVP Chief Claims Officer, Berkley Entertainment
Nick Grinnell, SVP Chief Claims Officer, Berkley Oil & Gas
• How do you change the internal perception of claims when the rest of the organization still sees it as a cost center?
• What claims outcome data has actually moved the needle with your board or CFO – and how did you frame it?
• How do you connect what happens on the claims floor to the public trust problem the whole industry is facing?
Christian Martin, SVP Chief Claims Officer, Berkley Entertainment
Nick Grinnell, SVP Chief Claims Officer, Berkley Oil & Gas
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• When your core platform doesn't yet support the AI capability you need, do you build around it, wait, or replace it – and how do you make that call?
• You've shifted your ROI story from headcount to outcomes – what metric finally got your board to say yes?
• How do you know whether a simulation has improved your adjuster’s workflow– and what does good look like in practice?
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Make the board-level case for protecting people investment during AI transformation before cost pressure erodes institutional knowledge
• Stress-test change leadership against real scenarios, from resistant managers to stalled AI rollouts
• Leave with a CCO-to-CCO playbook for sequencing people and technology decisions together
Jeanette Hernandez, CEO, ClaimConnectIQ
• Invest in the right capabilities today by stress-testing your technology, talent, and operating model roadmap against a five-year claims forecast
• Protect your competitive position against Insurtech’s and large carriers by identifying the strategic bets your organization must make in the next 12 months
• Give your board a credible long-range claims strategy with a clear view of where the industry is headed, which capabilities will define market leaders, and how to sequence investment to get there
David Fernandez, Chief Claims Officer, Kingstone Insurance
Lance Ondrej, EVP & Chief Claims Officer & Operational Excellence Officer, Germania Insurance
Irlande Audenier, VP Group and Voluntary Claims, Sun Life Financial
Priyanka Gupta, AVP User Experience & Human-Centered Practices, Nationwide
Blake McDaniel, AVP, FedNow Product, Federal Reserve Bank
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Navigate the regulatory patchwork by mapping NAIC AI Model Bulletin adoption, federal-state tension, and emerging compliance obligations
• Protect against class action exposure and regulatory scrutiny with AI governance guardrails that scale as rules evolve
• Build compliance infrastructure that lets you accelerate AI adoption while competitors scramble to catch up
Glen Mulready, Insurance Commissioner, Oklahoma Insurance Department
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
Watch live as industry leaders go head-to-head on one of insurance's most pressing questions. Expect bold arguments, sharp rebuttals, and a battle for the audience's vote as leaders defend their vision and fight to prove which solution truly belongs in claims’ future.
• Pressure-test whether AI is strengthening or weakening empathy in the moments that matter most to customers
• Define what great claims looks like today – balancing speed, transparency, and human connection in a tech-driven experience
• Leave with a clear framework for combining AI efficiency with human empathy to deliver better outcomes at scale
Maryann Johnson, Senior Managing Director, Global Property & Energy Claims, Brown & Brown Insurance
Greg Hamlin, SVP Chief Claims Officer, Berkley Industrial
Dale Diamond, VP Claims, NAMICO
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Recalibrate severity as tariffs, supply shocks, and social inflation push up parts, labor, and claims costs beyond legacy pricing and reserves
• Move AI from pilot to production, reducing manual work, accelerating decisions, and equipping adjusters with better tools
• Build a future ready claims workforce by evolving skills while preserving the technical expertise and empathy at the core of claims handling
Amit Khanna, Chief Claims & Service Officer, Liberty Mutual Insurance
• Turn claims insights into action, giving underwriting, audit, and actuarial teams the intelligence they need to eliminate blind spots
• Elevate claims' influence, by ensuring frontline data shapes pricing, reserving, and business strategy, not just post-loss reporting
• Close the gap across the business, reducing surprises, driving smarter decisions, and creating stronger alignment from claims to underwriting
Polly Mitra, Director, PwC
Balaji Jayakumar, Director, PwC
• Build confidence your claims function can manage today’s most complex, high-severity losses – so data center outages and supply chain shocks don’t catch you off guard
• Close the execution gap between underwriting intent and claims reality by combining AI-enabled insight, vendor models, and coverage interpretation
• Rethink claims operating models, partner ecosystems, and workflows to reduce rework, delays, and leakage in increasingly complex files
Chris Celentano, Chief Technical Officer, North America Claims, Sompo
Scott Harris, Chief Claims Officer, Commonwealth Casualty Company
Jim Sorrells, CPCU, Sales Director - P&C Insurance, DigitalOwl
Moderator: Bryan Falchuk, President & CEO, PLRB
• Protect critical experience through knowledge transfer, succession planning, and stronger talent pipelines as retirements accelerate
• Lead teams through AI and operational change by communicating the “why,” involving people early, and reducing low-value work
• Redefine adjuster success by balancing performance, empathy, and mental wellbeing in a high-pressure, remote, and complex environment
Amy Klatt, SVP Claims, Skyward Insurance
Jane Dullinger, Chief Claims Officer, Fortegra
Carey Bond, Head of Claims, Americas, Lloyds
Snapsheet
Moderator: Bryan Falchuk, President & CEO, PLRB
- Build a consistent record of loss by standardizing how field data is captured, so quality and completeness stay uniform across every inspection regardless of who is in the field
- Transform each inspection into a trusted, reusable record of property condition that makes claims estimate-ready and defensible
- Resolve claims with confidence, using accurate field data to cut rework, strengthen decisions, and speed the path to repair
Brannon Lacey, CEO, SeekNow
• Turn resistance into genuine buy-in by building frontline confidence through early wins, honest communication, and involving adjusters in the process
• Start with the workflows where change proves its value fastest – then use those wins to build momentum
• Embed new tools, processes, and ways of working into how adjusters already operate so change feels like an upgrade, not an imposition
Carolynn Smith, Head of US Business Service Operations & Enterprise Process Excellence, Prudential Financial
Nirmitee Shah, General Manager, Financial and Professional Services, Scale AI
Moderator: Bryan Falchuk, President & CEO, PLRB
• Invest in the right capabilities today by stress-testing your technology, talent, and operating model roadmap against a five-year claims forecast
• Protect your competitive position against Insurtech’s and large carriers by identifying the strategic bets your organization must make in the next 12 months
• Give your board a credible long-range claims strategy with a clear view of where the industry is headed, which capabilities will define market leaders, and how to sequence investment to get there
David Fernandez, Chief Claims Officer, Kingstone Insurance
Lance Ondrej, EVP & Chief Claims Officer & Operational Excellence Officer, Germania Insurance
Irlande Audenier, VP Group and Voluntary Claims, Sun Life Financial
Priyanka Gupta, AVP User Experience & Human-Centered Practices, Nationwide
Blake McDaniel, AVP, FedNow Product, Federal Reserve Bank
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Navigate the regulatory patchwork by mapping NAIC AI Model Bulletin adoption, federal-state tension, and emerging compliance obligations
• Protect against class action exposure and regulatory scrutiny with AI governance guardrails that scale as rules evolve
• Build compliance infrastructure that lets you accelerate AI adoption while competitors scramble to catch up
Glen Mulready, Insurance Commissioner, Oklahoma Insurance Department
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
Watch live as industry leaders go head-to-head on one of insurance's most pressing questions. Expect bold arguments, sharp rebuttals, and a battle for the audience's vote as leaders defend their vision and fight to prove which solution truly belongs in claims’ future.
• Pressure-test whether AI is strengthening or weakening empathy in the moments that matter most to customers
• Define what great claims looks like today – balancing speed, transparency, and human connection in a tech-driven experience
• Leave with a clear framework for combining AI efficiency with human empathy to deliver better outcomes at scale
Maryann Johnson, Senior Managing Director, Global Property & Energy Claims, Brown & Brown Insurance
Greg Hamlin, SVP Chief Claims Officer, Berkley Industrial
Dale Diamond, VP Claims, NAMICO
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Close the defense coordination gap by sharing verdict outcomes, tactics, and valuations before plaintiff advantages drive higher losses
• Value cases earlier using shared benchmarks, litigation AI, and severity scoring as verdicts and awards escalate
• Use aggregated defense intelligence to identify plaintiff tactics, legal trends, and market shifts sooner
Laura Block, SVP Head of US Marine Claims, Ascot Group
Dale Sherman, SVP Claims Counsel, PURE Insurance
David T. Vanalek, Chief Legal & Compliance Officer, Richmond National
Doris Aragon, VP Complex Excess Claims Unit, Zurich U.S.
Brian Bradley, President & CEO, BSA Claims
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
Attend the panel, then join facilitated roundtables to discuss how shared defense data can work in practice – what must change, what is possible today, and how organizations can move from alignment to execution.
Laura Block, SVP Head of US Marine Claims, Ascot Group
Dale Sherman, SVP Claims Counsel, PURE Insurance
David T. Vanalek, Chief Legal & Compliance Officer, Richmond National
Doris Aragon, VP Complex Excess Claims Unit, Zurich U.S.
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Use Florida's post-reform data to benchmark claims costs, strengthen advocacy, and brief your board with evidence
• Identify which regulatory levers moved the needle so you can prioritize reform efforts with confidence
• Leave with a replicable model for making the case for reform before the next nuclear verdict forces action
Michael Yaworsky, Insurance Commissioner, Florida Department of Insurance
- Leverage AI-ready data for stronger injury claim strategy
- Deploy AI agents to manage severity drivers: venue, injury profile, compensation history, and attorney tactics
- Quantify AI's impact on large loss development, leakage reduction, and litigation spend to prove ROI
Dan Donovan, Head of IDN Solutions, SHIFT Technology
• What’s the biggest barrier preventing effective data sharing across carriers, law firms, and vendors today?
• How early can we realistically identify a nuclear verdict – and what should change in handling once we do?
• How do we move from better litigation data to actually changing strategy on live, high-risk claims?
Michael Yaworsky, Insurance Commissioner, Florida Department of Insurance
Dan Donovan, Head of IDN Solutions, SHIFT Technology
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Establish governance, data flows, and regular collaboration that moves loss intelligence from the claims floor to underwriting and actuarial, ahead of renewal
• Translate emerging claims signals – plaintiff tactics, jurisdictional trends, and new exposures – into actionable underwriting insights, not static reporting
• Align claims and underwriting with the relationships, language, and cadence required to turn collaboration into real, lasting impact
Calvin Strong, Chief Claims Officer, PEMCO
Stacey Jurado, Chief Claims Officer, Universal Casualty Risk Retention Group
Kathy Arp, SVP Management & Professional Liability Claims, Skyward Specialty Insurance
Moderator: Chris Frankland, Founder, InsurTech360
• Eliminate the citation errors, misapplied policy language, and copy-paste mistakes that plaintiff attorneys are already scanning for with AI
• Generate policy-specific, legally accurate correspondence at scale – without asking adjusters to read a 75-page policy for every letter they write
• Quantify the leakage, litigation exposure, and rework cost hidden inside your current correspondence process to build the board-level case for change
Aman Gour, Co-Founder & CEO, FurtherAI
Moderator: Chris Frankland, Founder, InsurTech360
• Define the claims leader's role – from operational function to strategic, client-facing force that shapes business outcomes in a complex global risk environment
• Navigate AI as both opportunity and threat – knowing when technology enhances client service and when cost-driven automation erodes the trust clients pay for
• Lead claims as an irreplaceable part of the value chain – with the focus, human judgment, and commercial clarity to prove its impact where it matters most
Neil Harrison, Global Head of Claims, WTW
• When claims intelligence reaches underwriting, how do you stop it becoming a report that gets filed away instead of something that changes a decision?
• As plaintiff attorneys use AI to scan for errors, how far behind is the defense side – and what does closing that gap require?
• When a high-profile claim threatens brand reputation, who owns the narrative – and how do you stop claims, legal, and communications pulling in different directions?
Neil Harrison, Global Head of Claims, WTW
Aman Gour, Co-Founder & CEO, FurtherAI
Moderator: Chris Frankland, Founder, InsurTech360
• Win the board-level argument for claims investment by replacing the "cost center" label with outcome data that connects claims performance to retention, profitability, and competitive advantage
• Shift how your organization talks about claims – from "we pay out" to "we protect the business, the brand, and the policyholder"
• Hear from leaders who have successfully changed how claims is perceived internally, and what it took to make that shift stick
Enrique Monzon, Chief Claims Officer, Global Life, Pan-American Life Insurance Group
Lisa Jacobson, SVP Claims, Dellwood Insurance
Orla Nixon, Head of Claim Operations, New York Life Group Benefit Solutions (NYL GBS), New York Life
Shawn Crawley, Head of North American Claims Operations, Sompo
Plaid
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
Join this facilitated peer session to share what's worked and what hasn't in shifting the internal perception of claims. Bring your real examples – from board conversations to budget battles – and leave with language and tactics you can use immediately.
Enrique Monzon, Chief Claims Officer, Global Life, Pan-American Life Insurance Group
Lisa Jacobson, SVP Claims, Dellwood Insurance
Orla Nixon, Head of Claim Operations, New York Life Group Benefit Solutions (NYL GBS), New York Life
Shawn Crawley, Head of North American Claims Operations, Sompo
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Surface overlooked claims trends early before soft-market pricing locks in exposure to litigation, CAT volatility and social inflation
• Translate frontline signals – plaintiff tactics, TPA performance, and severity trends – into underwriting-ready inputs
• Build a claims-to-underwriting signal framework to guide repricing, restriction, monitoring, or exit decisions before loss trends harden
SPONSORSHIP AVAILABLE
• Win the talent battle early by positioning claims as a strategic, high-impact career – on par with underwriting and actuarial
• Protect critical expertise before it walks out the door with structured mentorship and succession that close your mid-level gap
• Attract and retain the talent you need by redefining the adjuster role to appeal to empathetic, analytical, commercially minded professionals
Christian Martin, SVP Chief Claims Officer, Berkley Entertainment
Nick Grinnell, SVP Chief Claims Officer, Berkley Oil & Gas
• How do you change the internal perception of claims when the rest of the organization still sees it as a cost center?
• What claims outcome data has actually moved the needle with your board or CFO – and how did you frame it?
• How do you connect what happens on the claims floor to the public trust problem the whole industry is facing?
Christian Martin, SVP Chief Claims Officer, Berkley Entertainment
Nick Grinnell, SVP Chief Claims Officer, Berkley Oil & Gas
Moderator: Sabine VanderLinden, Co-Founder & CEO, Alchemy Crew
• Close the trust gap and build annual feedback loops that surface dissatisfaction before it becomes a complaint, lawyer call, or lost renewal
• Redesign claims touchpoints with a concierge model – fewer, higher-impact interactions that pre-empt regulatory scrutiny
• Link claims experience to renewals, complaints, and lifetime value to prove the ROI of customer investment
Lorriane Morhardt, SVP Chief Claims Officer, The Hartford Steam Boiler
Becky Hudzik-Presson, SVP P&C Claims – Chief Claims Officer, Farm Family Insurance
Joey Daryanani, VP Operations Shared Services, CSAA
Max Koonce, Chief Claims Officer, Sedgwick
Sean Eldridge, Co-founder & CEO, Crosstie
Moderator: Lori Pon, Executive Director, MAIPF
Attend the panel, then join facilitated roundtables to discuss where human intervention matters most in claims – what works, what doesn’t, and how to balance AI with human judgment.
Lorriane Morhardt, SVP Chief Claims Officer, The Hartford Steam Boiler
Becky Hudzik-Presson, SVP P&C Claims – Chief Claims Officer, Farm Family Insurance
Joey Daryanani, VP Operations Shared Services, CSAA
Max Koonce, Chief Claims Officer, Sedgwick
Sean Eldridge, Co-founder & CEO, Crosstie
Moderator: Lori Pon, Executive Director, MAIPF
• Compress adjuster development with AI and VR simulations that replicate high-stakes claim scenarios
• Protect claim quality as retirements accelerate by giving newer adjusters access to experiential learning
• Validate training investment with outcome data on complex claims, resolution speed, and litigation escalation
Melissa Hill, Head of Claims for North America, Allianz Commercial
- Uncover why 85% of insurers believe AI improves customer trust while only 41% of policyholders agree, despite claims automation remaining a top investment priority
- Examine where carriers are investing in AI today and where they are increasing investments across the claims lifecycle
- Define where AI can operate independently, where human expertise remains essential, and how carriers are measuring ROI and productivity gains
Stephanie Behnke, Principal Industry & Market Insights, Hi Marley
• What moments in the claims journey matter most to policyholders – and where does automation fail?
• How do you decide when a claim should be handled by AI versus escalated to a human?
• How can claims teams detect dissatisfaction early before it becomes a complaint or legal action?
Melissa Hill, Head of Claims for North America, Allianz Commercial
Stephanie Behnke, Principal Industry & Market Insights, Hi Marley
Moderator: Lori Pon, Executive Director, MAIPF
• Understand where AI can support undertrained temporary staff during surge – and where it cannot
• Reduce post-CAT quality failures with AI-assisted quality assurance that scales with volume, not just headcount
• Build a defensible position on AI's role in surge readiness that satisfies regulators and protects policyholders
Barbara Brown, Chief Claims Officer, Grange Insurance
Tiffany Alvey, SVP Head of Home Office Claims, PURE Insurance
Suril Kantaria, Cofounder & CEO, Adaptional
Moderator: Bryan Falchuk, President & CEO, PLRB
• Prevent losses before they escalate by shifting from repair to early risk identification and proactive intervention
• Reduce litigation exposure and cost by resolving claims faster and improving early engagement
• Spot and stop emerging risks earlier with better visibility into trends across vendors, claimants and behaviors
Check back soon for speaker updates!
- Build customer loyalty by delivering the seamless, transparent claims experiences younger generations expect
- Engage digital-first policyholders through communication strategies tailored to millennial and Gen Z preferences
- Strengthen retention and trust by transforming claims from a moment of friction into a competitive differentiator
Joey Daryanani, VP Operations Shared Services, CSAA
• When a CAT hits and you're onboarding temporary adjusters overnight, where does AI genuinely help – and where does it create more risk?
• How do you know in real time whether your surge model is holding up – and what's the earliest signal it's starting to break?
• What does efficient TPA oversight look like during a surge – and how do you know when it's starting to fail?
Joey Daryanani, VP Operations Shared Services, CSAA
Moderator: Bryan Falchuk, President & CEO, PLRB
• Protect your technology budget with a build-versus-buy framework grounded in data assets, legacy infrastructure, and strategy
• Identify which AI capabilities to build, buy, or source through hybrid models to avoid vendor dependency
• Future-proof your AI investment, and design a modular tech stack that stays agile as the AI market evolves
Ronald Morrison, Chief Claims Officer, MSIG USA
Aaron Wheaton, Chief Claims and Customer Service Officer, Clearcover
Maria Cruz, VP Claims, QBE
Kevin Ostrander, Chief Revenue Officer, One Inc
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
Join this interactive challenge clinic, where peers bring their toughest build vs buy dilemmas to the table. Explore the decisions keeping you up at night – from vendor lock in to legacy constraints – and crowdsource practical solutions with others facing the same challenges.
Ronald Morrison, Chief Claims Officer, MSIG USA
Aaron Wheaton, Chief Claims and Customer Service Officer, Clearcover
Maria Cruz, VP Claims, QBE
Kevin Ostrander, Chief Revenue Officer, One Inc
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Establish AI governance frameworks before external rules force costly retrofits
• Draw clear human-versus-AI decision boundaries that protect trust while unlocking automation value
• Create governance committees for internal teams and vendors before uncontrolled AI use becomes a liability
SPONSORSHIP AVAILABLE
• Secure AI investment by shifting ROI from headcount reduction to outcomes such as cycle time, severity accuracy, and retention
• Apply tipping-point logic so AI business cases show when efficiency gains become financially meaningful
• Build a repeatable ROI framework that positions claims as a measurable driver of competitive advantage
• When your core platform doesn't yet support the AI capability you need, do you build around it, wait, or replace it – and how do you make that call?
• You've shifted your ROI story from headcount to outcomes – what metric finally got your board to say yes?
• How do you know whether a simulation has improved your adjuster’s workflow– and what does good look like in practice?
- Separate AI fact from fiction by exploring the tangible outcomes of 70+ AI Voice deployments across leading insurance carriers and brokers
- Leverage deep AI integrations at FNOL to reduce claims cycle times while delivering a stronger customer experience
- Assess where AI Voice has become a competitive necessity by measuring ROI, accelerating time-to-value, and deploying in weeks rather than months
Tom Freeland, President, Liberate
From Digitization to Decisioning: Agentic Workflows in Claims
- Move beyond screens and extraction tools to ask the real architectural question: What operating model does AI leave behind as it moves through the claims lifecycle?
- Use a five-stage maturity curve to map the honest distance between digitizing claims documents and orchestrating triage, coverage, reserving, and settlement end to end
- Reserve handlers for genuine judgment as digitization lays the foundation, orchestration drives the transformation, and decisioning becomes the destination
Kyle Caswell, Chief Sales Officer, IVANS
From Concept to Claims Desk: How OEM Vehicle Data Is Transforming Claims Operations Today
- Accelerate claims investigations through direct access to owner-consented Toyota and Lexus OEM vehicle data
- Enhance loss assessment accuracy with connected vehicle insights that support more informed and efficient decision-making
- Deliver measurable operational value by embedding OEM vehicle data into production claims workflows and reducing cycle times
Ryan Lockwood, Director of Insurance Data Solutions, Toyota - Connected Analytic Services
• Stop Nuclear Verdicts® before they happen by applying proven defense strategies rooted in psychology, backed by data, and tested by trial
• Protect policyholders from outsized awards by personalizing defendants, anchoring your numbers, and reframing jury sentiment
• Leave with a litigation playbook based on trial transcript analysis that teams can embed into roundtables, mediation prep, and litigation guidelines
Ashley Fetyko, Partner, Tyson & Mendes | Co-Founder, Apex Defense Consulting
Reduce policyholder churn by improving the total loss experience and identifying the moments that matter most
Benchmark the metrics that drive performance, from cycle time and settlement speed to retention and customer satisfaction
Remove friction from the total loss process to accelerate settlements and improve outcomes for both customers and carriers
Peter Jebson, CEO, Salvato
Tawna Kuni, Head of Seller Services, Salvato
• Accelerate AI from pilot to production with a structured framework that sequences technology decisions around clear business problems
• Embed governance checkpoints that align AI deployment with compliance and regulatory requirements before costly retrofits are needed
• Deliver a prioritized, board-ready AI roadmap with a defensible path to measurable outcomes within 12 months
Scale AI
- Explore how open claims reveal decision drift, override patterns, and reserve movement before they impact loss ratios
- Discover how disconnected systems hide policy context and reasoning, making consistent claims decisions harder
- See why native AI across the policy lifecycle turns claim decisions into actionable signals for claims and underwriting
William Steenbergen, Co-Founder & CTO, Federato Technologies
Moderator: Vinita Jajware-Beatty, President & Board Chair, Toronto Insurance Women’s Association
• Turn claims data into a real-time decision engine by standardizing inputs across TPAs, systems, and lines of business
• Accelerate loss trend identification with automated reporting that pushes the right insights to the right stakeholders
• Quantify the impact of data gaps on claims outcomes, litigation exposure, and LAE to justify infrastructure investment
Evolution IQ
- Restructure claims operations as AI takes ownership of routine file handling and humans focus on complex judgment
- Retain institutional knowledge, accelerate talent development, and redefine career pathways as AI transforms traditional claims roles
- Scale agentic AI confidently while improving productivity, controlling costs, and maintaining claims quality and regulatory compliance
Ananda Murthy, VP of Solutions and Cloud Labs, Sutherland
Ashi Bagdadi, Head of Insurance Technology and Enterprise Architect for TPA Edge, Sutherland
• Make the board-level case for protecting people investment during AI transformation before cost pressure erodes institutional knowledge
• Stress-test change leadership against real scenarios, from resistant managers to stalled AI rollouts
• Leave with a CCO-to-CCO playbook for sequencing people and technology decisions together
Jeanette Hernandez, CEO, ClaimConnectIQ
Rotate between four facilitated tables, each exploring a critical human challenge shaping today’s adjuster:
• The modern adjuster pressure profile – KPIs, caseload volatility, CAT surges, and emotional labor
• Burnout and performance risk – where fatigue is impacting accuracy, speed, and customer outcomes
• Remote culture & visibility challenges – supporting wellbeing when teams are behind screens
• Leadership capability gaps & practical support – building resilience through stronger people leadership and empowerment.
Amy Cooper, Founder & CEO, RISE
After a high-energy Day 1, keep the momentum going at our official Connected Claims Networking Drinks! Join us for an evening of celebration, connection, and conversation with the brightest minds in insurance. Expect great music, refreshing drinks, and plenty of opportunities to unwind and spark new partnerships in a vibrant, social setting. Don’t miss the buzz - this is where the real networking happens!
