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107th ANNUAL EDUCATION CONFERENCE REGISTRATION October 16-19, 2016 Orlando, FL J.W. MARRIOTT ORLANDO, GRANDE LAKES

EMERGE. LEARN. GROW.  

2016 Annual Education Conference   October 16 - 19  Orlando, FL

You’re Invited!

Erin Worthington, CFE, FMLI, FLHC, ACS Allstate Financial 2016 ICA President

It is my pleasure to invite you to attend the International

We’ll start Monday bright and early by offering breakfast

Claim Association’s 107th Annual Education Conference.

in the Exhibit Hall, where you can continue Sunday’s

From the educational workshop sessions and valuable

conversations with our exhibitors, sponsors, and fellow

networking opportunities, to the amazing Orlando venue,

attendees. From there, you’ll move to our General

I can assure you that this year’s conference is not to be

Session, which will include an entertaining message

missed.

from our Keynote Speaker, Jeanne Robertson. Jeanne’s message is that a sense of humor is an attitude, an

The educational workshops will benefit claims

approach toward working with people. Who couldn’t use

professionals, fraud investigators, and legal staff who

a bit more of that?

support Claims operations. They will provide real takehome value for your company through greater insight

Tuesday will be jam packed with more workshops,

into increased efficiency of your claim operation,

roundtables, and networking breaks. And on Tuesday

reducing fraud risk, ensuring regulatory compliance,

evening, we’ll get together one last time to enjoy each

and avoiding litigation. This year, in response to your

other’s company at our ever-popular Casino Night! This

feedback, we have increased the number of roundtable

event is open to all attendees and registered guests.

sessions. This will enable you to more freely exchange ideas and learn from each other in an interactive setting.

I’m excited about the awesome program put together by our Annual Conference Team and the many other

When not attending the educational workshops, you will

ICA committee members. Thanks to all of them for the

have several opportunities to network and continue your

countless hours of thoughtful planning and hard work.

learning experience. We will kick off the conference on Sunday evening with a Cocktail Reception in the Exhibit

Lastly, be sure to register early and book your room

Hall. Here, you will meet over 40 exhibitors offering

reservation directly with the J.W. Marriott Orlando,

products and services to those in the Claims industry.

Grande Lakes to take advantage of the ICA group rate. I

This will be followed by a Welcome Reception for all

look forward to seeing you in October!

attendees and registered guests.

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2016 Annual Education Conference  •  2

2016 Annual Education Conference   October 16 - 19  Orlando, FL The Secretary of the International Claim Association hereby announces the 2016 Annual Education Conference for the Association to be held October 16-19, 2016 at the J.W. Marriott Orlando, Grande Lakes in Orlando, FL. The purpose of this conference is to conduct the business of the Association and to educate attendees.

Karen Riendeau, FLHC, FLMI, ARA, ACS Munich Re ICA Secretary

Annual Conference Team PRESIDENT

Erin Worthington, CFE, FLMI, FLHC, ACS Allstate Financial CONFERENCE CHAIR

Marc Carlson, FLHC, FLMI, FLHC, ACS Modern Woodmen of America WORKSHOP CO-CHAIR

Antonio Ferrante, UACRM, FLMI, FLHC, FALU, AIRC, ARA, ACS SunLife Financial

About the Conference Hotel Make memories that last a lifetime at JW Marriott Orlando, Grande Lakes. High-end amenities and convenient location near top attractions make it one of the top luxury hotels in all of Orlando. It offers complimentary shuttle service to Walt Disney World®, SeaWorld® , and Universal Orlando® so you can enjoy The City Beautiful without having to worry about expensive rental cars and parking fees. Relax in stylish rooms boasting plush bedding, LCD TVs and spacious marble bathrooms. When hunger strikes, enjoy a classic Italian feast, fresh sushi and sashimi, or seasonal farm-to-table cuisine at one of the acclaimed restaurants. During downtime, pamper yourself with a massage or facial at its luxurious spa, or perfect your swing on the par-72 golf course. The Grande Lakes resort also features a state-of-the-art gym, outdoor swimming pool with lazy river and more than 100,000 square feet of sophisticated event space. Treat yourself to an unforgettable getaway at JW Marriott Orlando, Grande Lakes! To learn more about the JW Marriott Orlando, Grande Lakes, click here.

WORKSHOP CO-CHAIR

Karen Riendeau, FLHC, FLMI, ARA, ACS Munich Re REGISTRATION

Alayne Russom, CFE Thrivent Financial

®

ICA Headquarters

International Claim Association 1800 M Street, NW, Suite 400 South Washington, DC 20036 Phone: 202-452-0143 Fax: 202-530-0659 Chris Murphy, Executive Director [email protected] Kim Reed, Associate Director & Director of Meetings and Membership [email protected]

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2016 Annual Education Conference  •  3

Registration How to Register

Registration is available online. All major credit cards accepted (AmEx, MasterCard & Visa) as well as checks. If you’re paying by check, please fill out the registration form online and then mail your check to ICA Headquarters at: International Claim Association 1800 M Street, NW, Suite 400 South Washington, DC 20036

REGISTER EARLY to ensure your first choice of workshops, as some will have limited space.

Workshops/Education Tracks Workshops and seminars are categorized by subject matter to assist those attendees who are interested in focusing on a specific educational track.

Who May Attend The International Claim Association requires that conference attendees be employed by a member company or perform a function that supports claims professionals and the insurance industry. Individuals who provide services or expertise that do not further the advancement of the insurance industry and the professional development of our attendees are excluded from attending. Registrants accept the ICA’s right to refuse admittance to nonmembers who do not support the insurance industry or are not engaged in appropriate claims related issues. All non-member registrations will be subject to review by the ICA. The ICA will review non-member registrations within 48 hours of online submission.

Attendance at General Session & Receptions The ICA makes a concerted effort to design its general session and to select its speakers to be interesting and meaningful to all that attend. Registered spouses and guests are invited to join the attendees at the General Session to hear this year’s outstanding featured speaker. The receptions have been carefully planned for maximum enjoyment of all registered exhibitors, attendees, spouses and guests who are all encouraged to attend.

Children Children under 16 years of age are not allowed to attend any of the scheduled functions or the general session of the Association.

Cancellation Policy Conference cancellations received by September 16, 2016 will be refunded, less a $100 administrative fee. After that date, cancellations or “no shows” will not be refunded. If you need to cancel your paid meeting registration or transfer your paid registration to another eligible attendee, please contact ICA Membership & Events Manager, Kim Reed, at: [email protected]. There is a $50 administrative fee for transferring your registration.

Application for Membership

Visit the membership information section of our website.

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Registration Fees Fees are per person and include the reception on Sunday, breakfast and lunch on Monday, breakfast, lunch and closing reception on Tuesday. ONLY registered exhibitors, attendees will be admitted to these functions. Name badges are required.

Guest Policy Individuals in an industry-related position, co-workers or associates wishing to attend sessions DO NOT qualify for the guest registration. Registered guests, displaying a conference Guest Badge are invited to attend the following events: • • • • •

Exhibitor Reception on Sunday Welcome Reception on Sunday General Session on Monday Lunch on Monday and Tuesday Closing Reception on Tuesday

Commuter Policy Commuter fees include workshops as well as breakfast & lunch in the Exhibit Hall. Receptions and the Tuesday evening event ARE NOT included in the commuter registration fee. Register by September 16

Register on or after September 17

• Member

$725

$800

• Member Spouse/guest

$250

$275

• Non-member

$1,025

$1,100

• Non-member Spouse/guest

$450

$450

GUEST NOTE: See Guest Policy above.

Group Registration Discount • Five (5) or More Attendees

$625

$700

each

each

• Retiree

$250

$250

• Retiree Spouse/guest

$250

$275

• onday only

$250

$275

• Tuesday only

$250

$275

• Both Monday and Tuesday

$400

$450

From the same member company

Retirees

Commuters

COMMUTER NOTE: See Commuter Policy above.

2016 Annual Education Conference  •  4

General Information Hotel Reservations

The 2016 Annual Conference will be held at the: J.W. Marriot Orlando, Grande Lakes 4040 Central Florida Parkway Orlando, FL  32837 Phone: (407) 206-2300 Check-In Time: 3:00 PM Check-Out Time: 11:00 AM The ICA has reserved a block of rooms at the J.W. Marriott at a discounted rate of $239/night single/double occupancy. Rooms will be available until the room block is sold out or until September 29, 2016. After September 29, hotel rooms will be subject to availability and prevailing rates. Click here to make your reservation online today. If you prefer making your reservation by phone, please call the hotel directly at (407) 206-2300. Be sure to mention you are with the ICA to ensure you receive the discounted room rate. 

Ground Transportation

Taxi One way fare from the Orlando International Airport is approximately $50. One way fare from the Orlando Sanford International Airport is approximately $100. Shuttles Mears Shuttle Service: $17 one way (Reservation Required) Super Shuttle: $16 one way (Reservation Required) Car Rental All major car rental companies are available at the Orlando International Airport. A Hertz rental car office is located at the hotel.

Driving Directions and Parking

Detailed maps and driving directions are available through the hotel’s website: http://www.marriott.com/hotels/maps/travel/mcojwjw-marriott-orlando-grande-lakes

MAKE YOUR RESERVATIONS EARLY! To take advantage of the special ICA rate, reservations must be made by September 29, 2016.

On-site parking, fee: $18 daily Valet parking, fee: $24 daily

Weather Room rates are $239 single/double occupancy. The hotel will only guarantee these rates for reservations made by September 29, 2016 or until the block is full. Based on availability, this rate will be provided three days before and three days after the conference.

Questions?

To learn more about hotel accommodations, you may contact ICA headquarters at 202-452-0143.

Temperatures in Orlando average a high of 88° and a low of 70° in late September/Early October.

Dress Code

Business casual attire (no shorts, jeans, t-shirts) is recommended for all business sessions and evening functions. The Sunday & Tuesday evenings receptions are casual. As meeting room temperatures and comfort levels may vary, we suggest that you dress in layers for optimal comfort during business sessions.

What to do in Orlando? From Walt Disney World, to SeaWorld, to shopping at Mall at Millenia, to exploring the great outdoors, the Orlando Visitors Center can guide you in the right direction to see and do it all! Visit them at: http://www.visitorlando.com Complimentary Transportation to theme parks The JW Marriott offers complimentary transportation to and from Walt Disney World®, SeaWorld®, Aquatica, Discovery Cove and Universal Orlando®. Reservations required 24-hours in advance, please contact Concierge for details and shuttle schedule.

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2016 Annual Education Conference  •  5

Name Badge Required to Attend All Events

Conference Schedule ITY

UR E SEC BADG

For security reasons, please be advised that any attendee attempting to access an event without a name badge will be denied admittance. This includes workshops, meals, receptions and the Tuesday evening closing celebration. If you do not have your badge you will be respectfully asked to retrieve it before being allowed to enter. Thank You For Your Cooperation! *There will be a $25 reprint fee for lost badges.

Exhibit Hall Hours Sunday, October 16 5:30pm – 6:30pm

Exhibitor Reception

Monday, October 17  7:00am – 8:15am

Breakfast in the Exhibit Hall

 11:30am – 12:45pm Exhibit Hall Lunch

Tuesday, October 18  7:30am – 8:45am

Breakfast in the Exhibit Hall

11:45am – 1:00pm

Exhibit Hall Lunch

Friday, October 14 9:00am – 4:00pm

ACT Meeting

Saturday, October 15 12:30pm – 1:30pm 1:45pm – 3:45pm 4:00pm – 5:00pm 5:30pm – 7:00pm

Finance Committee Executive Committee Committee Chair Meeting Committee Member Appreciation Reception

Sunday, October 16 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 2:00pm – 3:30pm 4:00pm – 5:00pm 5:30pm – 6:30pm 6:30pm – 8:30pm

Disability Committee Meeting Education Committee Fraud & Risk Management Committee Health Committee Law Committee Life Committee Marketing & Membership Development Committee Nominating Committee Reinsurance Committee New Attendee Networking Happy Hour Reception in Exhibit Hall ALOHA! Welcome Reception

Monday, October 17 7:00am – 8:15am

Breakfast in Exhibit Hall

8:15am – 9:30am

General Session

9:30am – 10:00am

Coffee / Networking Break

10:00am – 11:30am Roundtable Discussions

Future Conferences Annual Education Conferences: 2017 September 17 - 20 Sheraton San Diego Hotel & Marina San Diego, CA

2018 September 30 - October 2 JW Marriott Marco Island Marco Island, FL

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11:30am – 12:45pm 1:00pm – 2:15pm 2:30pm – 3:45pm 4:00pm – 4:30pm

Lunch in the Exhibit Hall Concurrent Sessions Concurrent Sessions ICA 101 - Open Town Hall

EVENING ON YOUR OWN

Tuesday, October 18 7:30am – 8:45am

Breakfast in Exhibit Hall

9:00am – 10:15am

Concurrent Sessions

10:15am – 10:30am Break 10:30am – 11:45am Concurrent Sessions 11:45am – 1:00pm 1:00pm – 2:30pm 2:45pm – 4:15pm 6:00pm – 9:00pm

Lunch in Exhibit Hall Roundtable Discussions Roundtable Discussions Casino Night

2016 Annual Education Conference  •  6

Guest Speaker Opening General Session Monday, October 17 8:15am – 9:30am

Guest Speaker Jeanne Robertson

Author, Entrepreneur and Humorist

Jeanne Robertson reached her 6’2” stature at age thirteen. Perhaps it was an indication of a future speaking career that would soar to great heights. No, professional speaking might not have been predicted when Jeanne was in the seventh grade in Graham, North Carolina, when and where she would have been voted most likely to make the basketball team and least likely to be a contestant in the Miss America Pageant. She did make the team—averaging more than thirty points per game in her junior and senior years—but as Miss North Carolina 1963 she also competed in the Miss America Pageant where she was named Miss Congeniality. It was her participation in and perhaps even her losing of the Miss America title that turned Jeanne’s life into a succession of events which led her to be one of the funniest, busiest and most popular professional speakers in America today. Because she was asked to speak every day as Miss North Carolina, Jeanne traveled her native state for one year speaking at pageants and addressing civic clubs and corporations. When that time was over, she found that people were willing to pay her to come and address their groups and conventions and loving every laughing minute of it. They wanted Jeanne-not just a title holder-and they wanted her because she made them laugh. At that point, Jeanne still viewed speaking as a way to make a little money while continuing her education. She received her degree at Auburn University and taught physical education in high school and college, a career she enjoyed for nine years. But throughout those years, the requests

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continued to pour in for her to speak. In 1976, she stopped teaching and entered professional speaking full time. With the flexibility to speak more often, Jeanne’s rise in the speaking profession was nothing short of phenomenal. Clients and speakers alike were quick to recognize her ability. In addition to a full speaking schedule year after year, she has been awarded every top honor and designation in her profession including the Certified Speaking Professional designation (CSP) in 1980 and being inducted in the CPAE Speaker Hall Of Fame in 1981. A member of NSA/Carolinas, she served as President of the National Speakers Association in 1985. In 1989 she became the first woman to receive that association’s most cherished honor, the Cavett Award. The Cavett is awarded annually to one member “whose accomplishments, integrity and reputation are a credit to NSA and the speaking profession.” Toastmasters International named Jeanne the recipient of its 1998 Golden Gavel Award, given annually to one individual for accomplishments in leadership and communications. She is the only female professional speaker who has received this honor. Other recipients include Lowell Thomas, Walter Cronkite, Earl Nightingale, Art Linkletter, Dr. Joyce Brothers, Tom Peters, Mark Russell, Ken Blanchard and Zig Ziglar. In recognition of her professional expertise, experience, and competence, Jeanne was honored by the NCAA Southeastern Conference as Auburn University’s Woman Entrepreneur of the Year 2000. She currently serves on the Board of Trustees of Elon University. The North Carolina Press Association named Jeanne as its 2001 North Carolinian of the Year for “her popularity on the speaking circuit, her award-winning ways, and her representation of North Carolina.”  Past recipients include Elizabeth Dole, Rev. Billy Graham, and Dean Smith. The Miss North Carolina Organization named Jeanne as its 2003 Woman of Achievement. She was the first former Miss North Carolina to be so named. Jeanne has produced six humor DVDs and CDs and written three books on humor - Humor: The Magic of Genie, Mayberry Humor Across the USA and Don’t Let the Funny Stuff Get Away. These books are filled with reality-based stories, which illustrate her humor philosophy. She can be heard on SiriusXM Satellite Radio’s Family Comedy and Blue Collar Comedy channels. While she enjoys making people laugh, Jeanne views the role of a humorist as more than eliciting laughter. As audiences are holding their sides and wiping tears from their faces, she makes her point clear. Perhaps that is why thousands of meeting planners make their point clear when they say… “The Meetin’ ain’t over ‘til the tall lady speaks.”

2016 Annual Education Conference  •  7

Networking Events Sunday, October 16

Monday, October 17

4:00pm – 5:00pm

7:00am – 8:15am

NEW ATTENDEE NETWORKING HAPPY HOUR

BREAKFAST IN THE EXHIBIT HALL! Join your colleagues for breakfast in the Exhibit Hall before heading to the General Session.

Is this your first ICA Annual Education Conference? If so, the ICA Executive Committee and its standing committee Chairs and Co-Chairs invite you to join us for a meet and greet event. We guarantee a fun-filled hour that will result in long lasting connections. ALL FIRST TIME ATTENDEES ARE WELCOME.

The dress code for this event is casual.

11:30am – 12:45pm LUNCH IN THE EXHIBIT HALL! You told us, we listened! Lunch in the Exhibit Hall is back! Join your colleagues and over 40 vendors in the exhibit hall for lunch and networking.

5:30pm – 6:30pm NETWORKING RECEPTION IN THE EXHIBIT HALL We welcome all of our attendees and registered guests to join us in the Exhibit Hall for an hour of connecting with other attendees and catching up with colleagues. Meet and chat with over 40 companies participating as exhibitors in the Exhibit Hall. Take advantage of learning more about how their products and services can support your day-to-day business needs. 6:30pm – 8:30pm WELCOME RECEPTION Aloha! Slip on your sandals and beach shirts and join us as we capture the island spirit with great food, drinks and of course fun!

Tuesday, October 18 7:30am – 8:45am BREAKFAST IN THE EXHIBIT HALL! Take the opportunity to socialize, exchange ideas and build productive relationships during our breakfasts in the Exhibit Hall. 11:45am – 1:00pm LUNCH IN THE EXHIBIT HALL! Another opportunity to enjoy a nice lunch and catch up with your colleagues. 6:00pm – 9:00pm CLOSING CELEBRATION - CASINO NIGHT Roll in lots of even more fun and great networking! Play games and receive tickets that can be exchanged for casino chips. Prizes will be awarded at the end of the evening.

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2016 Annual Education Conference  •  8

Workshop Tracks

At-A-Glance

Monday, October 17, 2016 LIFE & ANNNUITY

DISABILITY

7 – 8:15 am

FRAUD & RISK MANAGEMENT

LEGAL

LEADING PRACTICES

Breakfast in Exhibit Hall

8:15 am – 9:30 am

Opening General Session: Guest Speaker - Jeanne Robertson 1.1 Beneficiary Challenges for the Life Claims Professionals

10:00 am – 11:30 am

HEALTH & LONG TERM CARE

1.4 It’s Written All Over Your Face

1.5 Contemporary Case Studies in Fraud & Misrepresentation

1.6 That’s Not What I Meant To Say

1.7 Meaningful Goal Setting for Claims Professionals

2.6 Rescission: Attacks and Comebacks

2.8 What You Do Matters: How to Engage Your Team with Connection, Compassion, and Collaboration to Drive Satisfaction and Success

1.2 Greatest Hits Roundtable: What We’ve Learned From the ICA and How It Can Help You 1.3 International Claims

11:30 am – 12:45 pm

Lunch in Exhibit Hall 2.1 The Basic Parts to Contestable Claim Analysis - Individual/ Group/ Simplified Issue

2.2 Social Security Past, Present and Future

2.4 Is Mental Health Parity Driving You Crazy? Learn the Latest Developments in this Rapidly Evolving Area

2.5 Cause of Death - A Practical Look at Accidental vs. Suicide Deaths

1:00 pm – 2:15 pm 2.3 The New ERISA RegulationsEverything You Need to Know to Stay Compliant

2:30 pm – 3:45 pm

4:00 pm – 4:30 pm

3.1 Trends, Technology and Claims of Tomorrow

2.7 Preparing for Discovery and Being Deposed

3.2 Implementing and Operationalizing Fraud Analytics and Beyond

3.3 Why Can’t This Lawsuit Go Away?

3.5 Oh No, We’re Being Audited!

3.4 Mock DepositionDisability Claim

ICA 101Open Town Hall

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NEW This Year–All are welcome to join us for an open discussion to learn more about the ICA, the history of the association, membership, our many services and much more!

2016 Annual Education Conference  •  9

Workshop Tracks continued

At-A-Glance

Tuesday, October 18, 2016 LIFE & ANNNUITY

DISABILITY

7:30 am – 8:45 am

FRAUD & RISK MANAGEMENT

LEGAL

LEADING PRACTICES

Breakfast in Exhibit Hall 4.1 It’s a Small (Claims) World: Express Claims and Death Claim Requirements

4.3 Our Rules are Different - A review of SSDI GRID Rules and Disability Vocational Rehabilitation Plans

4.2 I See a Trend a Comin’

4.4 The Leading Cause, The Leading Cure

5.1 Chronic, Critical or Terminal? Accidental? Questions Surrounding Accelerated Benefit and AD&D Riders

5.2 Transition from STD to LTD Best Practices

9:00 am – 10:15 am

10:30 am – 11:45 am

HEALTH & LONG TERM CARE

4.5 Are We Going to Pot?

4.6 Organized Groups and Life Insurance Fraud

4.7 The Lapsed Policy- Never As Simple As It Seems

4.8 The Business of Claims: How Data and Metrics Paint the Picture of Your Business

5.5 Producer/ Agent Fraud: A Continuing and Ever Changing Dilemma

5.6 Is It “E-legal”?: The Legal Practicalities and Pitfalls of E-investigation, E-signatures, and E-litigation

5.7 Writing for Denials & Rescissions

5.3 What’s In Your Toolbox? Building an Approach to Self Reported Symptom Claims 5.4 Medical Evaluation of Concussion in the Disability Benefit Process

11:45 am – 1:00 pm

Lunch in Exhibit Hall

EMERGE. LEARN. GROW.  

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2016 Annual Education Conference  •  10

Workshop Tracks continued

At-A-Glance

Tuesday, October 18, 2016 LIFE & ANNNUITY 6.1 Annuity Claims Roundtable

DISABILITY

HEALTH & LONG TERM CARE

6.3 Complex Claims Roundtable

FRAUD & RISK MANAGEMENT

LEGAL

6.4 Death Investigation Roundtable

1:00 pm – 2:30 pm

LEADING PRACTICES 6.5 Recruiting & Managing a Multigenerational Claims Staff Roundtable

6.2 Waiver of Premium Roundtable

7.1 Advanced Claims Roundtable (Session 1)

2:45 pm – 4:15 pm

7.4 Data Analytics and Predictive Modeling in Disability Claims Roundtable

7.5 Health Claims- What Would You Do? Roundtable

7.2 Advanced Claims Roundtable (Session 2) 7.3 Reinsurance Discussion Group

Tuesday, October 18 6:00pm – 9:00pm

Sunday, October 16 6:30pm – 8:30pm

CASINO NIGHT

Aloha! Slip on your sandals and beach shirts and join us as we capture the island spirit with great food, drinks and of course fun!

Roll in lots of even more fun and great networking! Play games and receive tickets that can be exchanged for casino chips. Prizes will be awarded at the end of the evening.

I C A  •  www.claim.org

2016 Annual Education Conference  •  11

Workshop Tracks MONDAY, OCTOBER 17, 2016 • 10:00AM - 11:30AM 1.1 Beneficiary Challenges for the Life Claims Professionals Bill Demlong, Jackie Raspotnik This roundtable will address life claims that involve challenging beneficiary issues such as trusts, estates and Power of Attorney (POA) documents. Join an attorney and experienced claims professionals to discuss best practices for adjudicating claims when a difficult beneficiary situation comes up. The presenters will solicit your beneficiary questions before the conference and we’ll work together as a group to come up with ideas to help handle these claims. Join us for what is surely to be a lively discussion.

1.2 Greatest Hits Roundtable: What We’ve Learned From the ICA and How It Can Help You Sherry Smith, Kenneth Wallach An interactive roundtable discussion of the best ICA Life and Annuity actionable ideas gleaned from years of ICA membership. Expect a potpourri of topics that could range from assisted suicide to the xenophobia of foreign death claims. We will solicit your very best take home ideas and include them in the handout to guide our roundtable discussion. This is going to be one magical session you won’t want to miss.

1.3 International Claims Eli Wahby We’ll take a look at the similarities and differences in handling Life claims in the United States, Canada and the U.K. We will review the applicable legislation, the best practices across each of these regions in terms of the usual claim requirements and why there may be differences. We will have case studies that will highlight some of these differences, including those that occur during and after the contestable period, what legislation may have an impact on the contestability provision and how claims may be handled differently once the contestable period expires.

1.4 It’s Written All Over Your Face Jessica Friedman, Douglas Friedman, Jason Gallant Actual videos of two psychological claimants illustrate the particular difficulties of evaluating mental limitations. Our roundtable discussion will first focus on what one “hears” over the telephone (audio only), and then what additional information is obtained through observation (audio and video). We will discuss what to listen for, in conjunction with one of the most underutilized practices in evaluating a claim: the face-to-face field visit / interview. This session will discuss the value of conducting an in-person visit, promoting this practice within your company, various techniques and approaches, utilizing internal or external resources, and the challenges of performing field visits / interviews.

1.5 Contemporary Case Studies in Fraud & Misrepresentation TBA This discussion will explore contemporary case studies of fraud and misrepresentation from a financial/occupational perspective. The main focus will be IDI and LTD claims, addressing the impact of new technologies and social media. A thoughtful and mindful perspective on how do we deal with the new mouse trap?

1.6 That’s Not What I Meant To Say Amy Atkinson, Kim Houston, Karen Riendeau Have you ever picked up a claim file and cringed when you saw an inappropriate comment knowing that a plaintiff’s attorney will most likely display it on a huge screen in the courtroom? Is that innocent comment really so innocent? What should you say when corresponding on a claim with underwriting, legal or a reinsurer? Join an experienced attorney and claim professionals who will lead a roundtable discussion on best practices for proper file documentation and how claims professionals should communicate important information within the claim file, within the company, and outside of the company.

1.7 Meaningful Goal Setting for Claims Professionals Antonio Ferrante, Lauren Gould Cultivating a high performance culture is instrumental in developing a successful claims organization. A key component of a high performance culture is having meaningful performance goals that are clear, support a collaborative work environment, are motivational and align employee performance with the goals of the organization. In this round table discussion, we will share tips on how to set performance goals which will improve employee engagement and performance, streamline the performance assessment process and further departmental performance.

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Workshop Tracks continued MONDAY, OCTOBER 17, 2016  •  1:00PM - 2:15PM 2.1 The Basic Parts to Contestable Claim Analysis - Individual/Group/Simplified Issue Curtis McAdams, Phil Olinger, Charles Storm This workshop is designed to outline the broad steps involved with adjudicating a contestable life claim, including a discussion of claims where the manner of death may be suicide. Geared towards entry-level and intermediate claim examiners, attendees will gain an understanding of the basic framework and approach of contestable claim analysis for individual, group, and simplified issue products. Although this session is not intended as a comprehensive discussion for advanced claims examiners and will not cover new ground for them, they are welcome to attend and refresh their general knowledge or to share their pearls of wisdom.

2.2 Social Security Past, Present and Future Christopher Doherty, Barbara Mountain This session will provide a history of Social Security, why it was created, why it was funded as a pay as you go system, and it’s future solvency. We will include a discussion of the current political climate and the potential impact on the SS Disability Program and the possible impact on insurers and claimants. This is a must see presentation, as it literally affects each and every one of you, and it is a hot button issue in the 2016 presidential election.

2.3 The New ERISA Regulations-Everything You Need to Know to Stay Compliant Rick Denman For the first time since 2000, the Department of Labor has proposed significant changes to the ERISA regulations that govern claim handling. When enacted, these changes will impact the information an administrator needs to disclose to a claimant during an appeal as well as the timing of its decisions. The proposed regulations also state that if a deadline is missed, the manner in which the court reviews a decision may be altered. This program will address, in detail, the changes to the regulations, procedures for reviewing claims, and what administrators must do to provide claimants with a “full and fair review.” Come join us as we discuss how this impacts your handling of LTD claims.

2.4 Is Mental Health Parity Driving You Crazy? Learn the Latest Developments in this Rapidly Evolving Area Bryan Bolton The Mental Health Parity Act broadly mandates equality between physical and mental health care benefits under group health plans. Equality, however, is in the eye of the beholder and significant disputes involve what constitutes parity. Is financial parity all that is required? Is continuous monitoring of mental health claims a violation? What about level of care guidelines for mental health care claims-are they permissible? How is parity enforced, who can enforce, and who is liable?

2.5 Cause of Death- A Practical Look at Accidental vs. Suicide Deaths Chris Kanehl, Brad Taylor This session provides a general overview of how “cause of death” is looked at by insurers as well as government agencies charged with investigating these deaths. Factors such as state legislation, company policy and local government practices are further explored to highlight the guiding forces that are sometimes behind these determinations. Utilizing real life case samples, attendees will be asked to weigh in on how they might determine a correct cause of death.

2.6 Rescission: Attacks and Comebacks Melissa Cowan, Adam Formus To rescind or not to rescind? Whether you’re a novice or a veteran of life, health, or disability claims, you will face this rescission conundrum. Seasoned in-house and outside counsel will demystify the basics, quirks, and trends in rescission, while exploring the common legal attacks and strategic defense “comebacks” in litigation. Don’t miss out!

2.7 Preparing for Discovery and Being Deposed Geoffrey T. Tong Today’s world is becoming more and more litigious. Cases are won and lost in discovery. While many cases may be settled before they ever get to court, all claim associates should be prepared to be deposed. This session will walk participants through the discovery process, helping them understand the purpose and process as well as what information needs to be gathered, reviewed, and shared. The participants will learn the art of discovery, including how to prepare in advance of the meeting, his or her obligations and role, as well as the do’s and don’ts of testifying under oath.

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Workshop Tracks continued 2.8 What You Do Matters: How to Engage Your Team with Connection, Compassion, and Collaboration to Drive Satisfaction and Success Wendy Berndt, Kim Houston, Devon Wallace Where do I fit into this organization? Do people understand what I do here? Am I making a difference? These are typical questions in everyone’s mind from time to time. This workshop will help claim organizations connect the dots between the vision of the company and the role of claims while improving the satisfaction and engagement for your team members. We will discuss ways to link claims and other departments in your organization, break down silos, improve engagement, and build on and celebrate successes in a critical role that keeps the promises of your company. This course is geared toward claims professionals who are interested in employee engagement and want to learn more.

MONDAY, OCTOBER 17, 2016  •  2:30PM - 3:45PM 3.1 Trends, Technology and Claims of Tomorrow Beth Maddestra, Cindy Sumner In general, claims is not known to be a profession that works on the cusp of technology and change, but trends are proving otherwise. We will discuss some ideas and the pros and cons of new technology and management trends in the claim’s world of the future. The focus of this session will apply to the Life claims division. Sample topics for discussion: digital signatures, direct deposit, online claim forms and submission, e-delivery, work from home and jet claims processing.

3.2 Implementing and Operationalizing Fraud Analytics and Beyond Jim Hulett Insurance carriers are making investments into transformational technology at a faster pace than ever before to better leverage powerful data resources and analytics. If properly implemented and operationalized, organizations that make these investments can derive more effective insights and take more informed actions regarding all aspects of business, in particular for fraud risk. With the relative newness of analytics being implemented more broadly in the SIU industry and within Claims, there are critical considerations and strategies regarding capabilities, future growth path, organizational change management and internal-external collaboration that ensures a successful technology transformation and roadmap forward. This session will layout foundational concepts defining advanced analytic solutions; how analytic solutions can optimize efficiency, effectiveness and impact; and, how can an organization integrate and successfully adapt their usage in daily operations.

3.3 Why Can’t This Lawsuit Go Away? Adam Formus Have you ever wondered what attorneys do behind the scenes, and why lawsuits seem to cost too much and go on too long? You may know what a deposition is, but do you know why you must testify? Do you want to know why you must dig through documents and answer questions about an old claim on short notice when you are busy with so many other things? Experienced trial attorneys dissect a lawsuit from start to finish, explaining each stage of the process and why and when they need your expertise. Learn what “discovery” is and how it can make a suit drag on for months and years, what a “motion” is and why it is so important, why simple lawsuits can become enormously expensive, why a case may settle even when the company did nothing wrong, and why your attorneys sometimes can’t make a lawsuit “go away.”

3.4 Mock Deposition-Disability Claim Barbara Carra, Joseph Hamilton, Richard Maselli Oh no! I’ve been scheduled to be deposed. Have you ever been scheduled to be/or anticipate being deposed on a claim that you’re handling? Even if you haven’t been noticed for deposition, many of us working in the claim profession will, at some point in our careers, be called upon to give one. Please join us for a mock deposition during which a panel of experts in the field will take you through the “mysteries”, subtleties and nuances of a deposition.

3.5 Oh No, We’re Being Audited! Kelly Corbin Have you been selected for an internal audit of your claims process? Are you ready? Not to worry. This presentation will walk you through what to expect during the audit and how to prepare you and your team for it. We’ll also discuss key aspects of a claims audit that could be in scope.

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Workshop Tracks continued TUESDAY, OCTOBER 18, 2016  •  9:00AM - 10:15AM 4.1 It’s a Small (Claims) World: Express Claims and Death Claim Requirements Beth Maddestra, Jackie Raspotnik This session will discuss the emerging trend of streamlining the claim process for smaller claims to provide better customer service while balancing a company’s claim process. The presenters will provide a working definition of the small claim and best practices to include the use of the death certificate, the claim form and how fraud fits into this process. If your company already has a small claim process or if your company is considering one, join us to provide your first hand experience and if your company is considering this process, join us to learn more.

4.2 I See a Trend a Comin’ Curtis McAdams, Karen Riendeau, Rob Tesdahl Join us as we ride the rails to the future of claims!  This session will discuss the latest life insurance industry trends and their potential effect on claim adjudication and processes.  We will focus on claim trends involving duration, face amount, and cause of death.  Our discussion will include changes in Marketing, Product Development, Underwriting and other areas that may impact your claims organization.  Join us as we discuss what’s coming down the tracks.  

4.3 Our Rules are Different - A review of SSDI GRID Rules and Disability Vocational Rehabilitation Plans Casey Hatten, CRC, Anita Kulakowski, Lindsey Lajoie This workshop will explore the balance we must have in claims when pursuing vocational rehab and a Social Security decision. It will be presented utilizing resources in claims, voc rehab and social security assistance. We will discuss the SSDI rules (GRID rules) and prepare claims professionals to speak intelligently on how SS rules are not only different from the disability policy, but also different from vocational rehab considerations. The presentation will include details on GRID rules and SS applications, vocational rehab considerations, and messaging for claims. We will go over examples of claims where the claimant may be considered for both social security and voc rehab. We will also consider situations where SS may have approved a claim that a disability carrier is questioning or denying.

4.4 The Leading Cause, The Leading Cure Peter Durand This session is from a legal perspective for Disability Income Claims adjudication. “What will we consider today?” Topics include: Legal Disabilities, Risk of Relapse Disabilities, Surveillance Considerations and Appropriate Care Issues. Some attorneys can present “FACTS” - but Peter promises to not only present “FACTS” but we will have “FUN” with these informative topics. Please join us for Facts and Fun!

4.5 Are We Going to Pot? Brenda Emde Legalization of marijuana is spreading like a weed (pun intended!). How will this effect underwriting of policies and the claims review process? What are the legal ramifications? We will explore topics such as the long term effects of marijuana use; is the user considered a “smoker,” and what constitutes impairment? Will the insurance industry distinguish between medicinal and recreational use? Got the munchies now? Don’t worry-we’ll have that covered!

4.6 Organized Groups and Life Insurance Fraud Don MacDiarmid On the heels of viatical agreement experience, various cultural, ethnic and other groups have learned how to manipulate the life insurance process and turn it into a tax free income generator. With the help of unscrupulous agents, they obtain life insurance policies on the elderly and sick members of the community, often without their consent or knowledge, based largely on fraud and misrepresentation. These groups use life policies as negotiable investment vehicles and unfortunately, insured’s are sometimes murdered so life insurance proceeds may be collected. In this session, we will present case scenarios of how various groups manipulate the system to obtain life insurance proceeds and provide some examples of how they sometimes lead to tragic results.

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Workshop Tracks continued 4.7 The Lapsed Policy- Never As Simple As It Seems David Koth, Terrence O’Meara, Julie Ovicher Join this seminar to learn the complex area of policy lapses. We will review various lapse-related issues, including: (1) how these issues arise in a claims context; (2) common policy and statutory lapse notice requirements, and how courts approach these requirements; (3) common challenges for insurers in lapse cases; (5) the impact of late payment offers and receipt of premium after a lapse; and (6) consequences to the insurer of failed lapses.

4.8 The Business of Claims: How Data and Metrics Paint the Picture of Your Business Demetra Almiroudis, Ciro Frulio, Jill Rewis Are you routinely asked: “What questions do our callers ask?” “How many touches does it take to resolve a claim?” “How long does it take to pay a claim?” “Are we generating any business from claims we pay?” If these questions sound familiar, this workshop is for you! We will discuss metrics important to running a life claim operation, how data analytics and measures of success will allow you to demonstrate the value claims brings to your company, and how to paint the picture at all levels of your organization.

TUESDAY, OCTOBER 18, 2016  •  10:30AM - 11:45AM 5.1 Chronic, Critical or Terminal? Accidental? Questions Surrounding Accelerated Benefit and AD&D Riders Jane McWatters, Cindy Sumner If you are fairly new to claims and/or claims management, join us as we take a look at accelerated benefit riders and AD&D riders. We will look at basic contract language, sample claim forms and discuss adjudication practices. You will be given the opportunity to submit questions in advance so we can have an interactive session and learn from each other.

5.2 Transition from STD to LTD Best Practices Dianne Donovan-Colin Nothing frustrates a claimant more than a bumpy transition from Short-term Disability (STD) to Long-term Disability (LTD). In this session you will discuss common barriers and misconceptions that lead to a less than desirable customer experience. Join us to learn how you can take a proactive approach with your claimants and within your organization that will result in a seamless and timely transition.

5.3 What’s In Your Toolbox? Building an Approach to Self Reported Symptom Claims Margaret Mangan, RN, BDN, Pam Wiedmeyer, RN, BSN We often view self reported symptom claims with about as much enthusiasm as we do a root canal. Often there is a myriad of symptoms, no unifying diagnosis, multiple providers and specialties, and a wide array of treatments - both conventional and unconventional. We all employ a variety of resources to help us manage claims on a daily basis, however, self reported symptom claims are unique in that they frequently require us to exhaust all of the tools in our toolbox in order to gather the necessary information. Presenters will lay the foundation for developing a successful approach to managing self reported symptom claims by identifying WHAT tools to use, WHEN and WHY to use them, and HOW to incorporate the information into an integrative assessment.

5.4 Medical Evaluation of Concussion in the Disability Benefit Process Antonio Ferrante, Dr. John LoCascio Today, concussion (also known as mild traumatic brain injury or MTB) is the subject of countless articles. Everybody has an opinion, but no two opinions seem to match. Why is that? In this session, you will learn about concussion basics and how the definition of concussion (like concussion itself) can sometimes result in confusion. You will learn a disciplined approach to the evaluation of the functional consequences of concussion; where the evaluation of post-concussion syndrome ends; where subjective claim evaluation begins; and how you can evaluate some of your most difficult claims.

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Workshop Tracks continued 5.5 Producer/Agent Fraud: A Continuing and Ever Changing Dilemma Mark Burdick, Katherine Villanueva This session will consider some of the latest producer/agent schemes to come to light , and will provide investigative and legal measures on how to detect and combat it and position your company to avoid being victimized by future schemes.

5.6 Is It “E-legal”?: The Legal Practicalities and Pitfalls of E-investigation, E-signatures, and E-litigation Melissa Cowan, Brad Redlien, Alayne Russom #yourE-legalteamishere! “Like it” or not -- e-issues are trending in claims and litigation circles. Get “Linked in” with your E-legal team for a real-time discussion of everything “e-legal” -- from social media, pretext, and surveillance to legal pitfalls to the part you play in litigation. We’ll connect F2F (face to face) on those issues that come up IRL (in real life). #FTW (for the win).

5.7 Writing for Denials & Rescissions Kim Mitchell Completing a denial or rescission is one of the most challenging components of claims handling. The language we use reflects on our brand. The details we include strenghten our position in court. With so much riding on our denial letters, our team requires training, expertise, and coaching to get it right. Let’s review some principles of plain language, some approaches to training, and some examples to take our writing to the next level.

TUESDAY, OCTOBER 18, 2016  •  1:00PM - 2:30PM 6.1 Annuity Claims Roundtable Sherry Smith Join us for a lively discussion of all things annuity claims! Bring your burning questions for a chance to discuss with industry peers as we review trends and hot topics related to annuity claims.

6.2 Waiver of Premium Roundtable Chuck Storm, Don Trexler A roundtable discussion regarding the world of waiver of premium claims adjudication. This wide ranging topic will discuss matters relevant to managing this challenging block. Whether you are working in a small claims environment or juggling these claims in a multi-faceted operation, you’ll have the opportunity to ask your claims colleagues about their best practices regarding waiver of premium claims. Open to all claims professionals (i.e. individual v. group, stand-alone or managed with other products, life v. disability) interested in enhancing their overall knowledge, while at the same time helping to bring a brighter spotlight to this important topic.

6.3 Complex Claims Roundtable Ernest Smith Claims complexity stimulates our brains by challenging us to deal with multifaceted situations. Complex claims are demanding of time and energy, requiring utilization of our best insights and skills. By participating in this exciting discussion of complex claims, you will not only be sharing your thoughts on complex claim evaluations, but also obtaining beneficial information from our knowledgeable claim panel and fellow claim professionals who attend this session. Please join us for an insightful and fascinating discussion.

6.4 Death Investigation Roundtable Jennifer Cramer We will address common question such as manner of death vs. cause of death, the difference in information on a death certificate from a Physician vs. Medical Examiner, and anatomy of a death certificate. We will share suggestions on how to obtain information that is difficult to secure, what questions to ask a Medical Examiner’s office during an investigation, and common discrepancies seen on death certificates that create stumbling blocks during claim investigations. Finally, we will discuss fraud indicators that are commonly seen during these claims.

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Workshop Tracks continued 6.5 Recruiting & Managing a Multigenerational Claims Staff Roundtable Alex Stultz With three generations in the workplace, it can become challenging to apply a “one size fits all” management and operational strategy to a Claims Department. In this roundtable, we will discuss the strengths and needs of each working generation and apply that knowledge to formulate best practices in recruiting, staff development and the succession planning of your claims department

TUESDAY, OCTOBER 18, 2016  •  2:45PM - 4:15PM 7.1 Advanced Claims Roundtable (Session 1) Judy LeTendre, Mark Trigg This interactive session will provide a forum to exchange questions, ideas and suggestions with other life claim professionals. Led by members of the Life & Annuity Committee who will solicit your discussion points in advance of the conference, this session is always popular among attendees. Note that Session 1 and Session 2 will be held at the same time and you should choose to attend only one.

7.2 Advanced Claims Roundtable (Session 2) Ann Binzer, Kim Houston This interactive session will provide a forum to exchange questions, ideas and suggestions with other life claim professionals. Led by members of the Life & Annuity Committee who will solicit your discussion points in advance of the conference, this session is always popular among attendees. Note that Session 1 and Session 2 will be held at the same time and you should choose to attend only one.

7.3 Reinsurance Discussion Group Mary Beaufait, Monica Clink, Pamela Evans Reinsurers have unique challenges in the industry. Ever wonder if you’re the only one to encounter a certain scenario? Ever wonder how other reinsurers handle a specific practice? Have something to share with other insurers? This is the roundtable for you! Questions/scenarios can be submitted beforehand (or bring them with you) to ensure a worthwhile roundtable with valuable takeaways.

7.4 Data Analytics and Predictive Modeling in Disability Claims Roundtable Evan Scarponi With the continued rise of information technology and data science, disability insurance carriers are assessing ways to securely leverage their claims data for purposes of analysis and predictive modeling. Whether through strategic partnerships with external vendors, internal model development, or a combination of both, companies are continuing to evaluate and pursue utilization of these cutting edge tools. This workshop is designed to be a conversation regarding the strengths, weaknesses, and opportunities associated with using data analytics and predictive modeling as part of your overall claim management strategy.

7.5 Health Claims- What Would You Do? Roundtable Kim Mitchell Claims can be an exciting place to work. Just when we feel we’ve seen it all we uncover new scenarios and circumstances that make us pause. Have you ever hired a foreign investigator on a health claim? Have your worked with authorities? Have you had posthumous claims that pose a real challenge? Let’s work through some odd cases to determine where your adjudication would lead, and see the result of some bizarre health claim scenarios.

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About our Workshop Speakers Almiroudis, Demetra is a Corporate Vice President in the Individual Life, Annuity and Waiver of Premium Claims department at New York Life. She oversees a team of claims examiners that handle claims-related phone calls, death claims processing on both life and annuity products, contestable life and waiver claims and foreign deaths. As part of her daily responsibilities Demetra is responsible for general oversight of the claims operation and vendor expenses, review of complex cases, claim settlements, approvals, rescissions and denials. Her team is also responsible for updating procedures and maintaining forms and correspondence to ensure regulatory compliance. Demetra joined NYL in June 1997 and transferred to the Claims Department in September 2010. (Session 4.8) Berndt, Wendy leads a third party administration management team at Prudential. A financial services professional with over 15 years of experience, she is responsible for oversight and relationship management of all operations functions, including claims, with the third party administrator. Starting in banking and sales, Wendy has filled a variety of roles ranging from quality control to project management prior to leading Claims and Inforce operations. Currently, she and her team are focused on successful execution of all back office functions with the third party administrator, as well as producer and client satisfaction in a highly dynamic business environment. (Session 2.8) Binzer, Ann is Vice President, Life Claims for The Cincinnati Life Insurance Company. Her responsibilities include supervising the administration of life, annuity, accelerated benefit and disability claims, managing litigated claims, and responding to compliance and market conduct issues. She obtained her BA from The University of Michigan and her MBA from Xavier University. Ann has also obtained her FLHC, FALU, FLMI, CLU, and ChFC designations and has served as Co-Chair of the Life & Annuity Committee for the last three years. (Session 7.2) Blackett, Anne is the Vice President of the Policy Service and Claims Department with Security National Life Insurance Company in Salt Lake City, UT. She has been with Security National Life for the past 38 years with the Policy Service and Claims Departments. Her team administers final expense, term, universal life, annuities, waiver of premium, accident and a small group of health policies. Security National has grown through writing new business and 20 acquisitions of companies and blocks of business. Bolton, Bryan D. is a founding member of the Baltimore based law firm Funk & Bolton, P.A. He represents life, health and disability insurers, stop-loss insurers and third-party administrators in federal court, state court, and regulatory proceedings. Mr. Bolton’s extensive appellate experience includes briefing in the United States Courts of Appeals for the Second, Third, Fourth and District of Columbia Circuits, as well as the Supreme Court of the United States. Mr. Bolton is a member of the Maryland and Pennsylvania bars. Mr. Bolton is included in the Bar Register of Preeminent Lawyers, Maryland Super Lawyers and the Best Lawyers in America. (Session 2.4) Carra, Barbara is currently in private practice with the Law Offices of William J. Fennell, P.C. with a focus on medical malpractice defense. She is active in the Massachusetts Bar Association and Hampden County Bar Association pro bono programs. Additionally, she is a frequent speaker and published author. Prior to returning to private practice, Barbara was with the Dispute Resolution section of the MassMutual Law Department. There, she oversaw high stakes insurance litigation matters and advised corporate clients on strategies to advance their business imperatives. In addition to her work at Mass Mutual, Barbara was an Assistant Vice President & Counsel for UnumProvident Corporation and before joining UnumProvident, she worked for the law firm of Morrison, Mahoney & Miller. (Session 3.4) Corbin, Kelly is a Director, Internal Audit at Sun Life Financial. Her portfolio includes audits of sales and distribution, underwriting, and claims. She has over 9 years of experience in internal audit within the banking and insurance industry. Kelly holds a Masters of Business Administration in Accounting from Niagara University. (Session 3.5) Cowan, Melissa is a partner with Burke, Williams & Sorensen in its Los Angeles office. She represents and advises national insurers and self-funded plans in disability, accident, life, health, and complex commercial litigation. She has also defended agents/brokers, religious organizations, and public law clients in general and business litigation throughout California. Her areas of litigation expertise include bad faith, fraud, ERISA, unfair trade practice claims, class actions, and investigation. She has successfully represented clients in federal and state courts at both the trial and appellate levels, including obtaining a jury award of punitive damages against a fraudulent insured. Melissa received her law degree from the University of California, Los Angeles, in 1994, where she was a managing editor of the UCLA Law Review. (Session 2.6 & 5.6) Cramer, Jennifer joined CUNA Mutual Group as an SIU Investigator in 2015. Cramer completed both her BS and MS in the field of Criminal Justice at UW-Milwaukee. She also completed the Fire Academy and proudly possesses a Firefighter II designation. Prior to joining CUNA, Cramer worked predominately in the public sector, beginning her career as a Probation/ Parole Agent for the Department of Corrections. Cramer has continued to work as an investigator, in addition to teaching in the field. Most recently, Cramer investigated Medicaid Fraud and Elder Abuse and spent over four years as a Medicolegal Death Investigator in the Dane County Medical Examiner’s Office in Madison, WI. (Session 6.4)

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About our Workshop Speakers continued Demlong, Bill is an attorney with The Cavanagh Law Firm in Phoenix, Arizona. He specializes in the litigation of insurance matters, including ERISA, life and health, property and casualty, commercial, construction defect and personal injury litigation. Mr. Demlong’s practice involves the analysis and litigation of complex insurance claims and coverage, in both the first-party and third-party context. Mr. Demlong devotes a substantial amount of his practice to the defense of insurance bad faith and punitive damage claims against insurers. He is active within the U.S. District Court of the District of Arizona. He has spoken at a variety of seminars dealing with the topic of insurance bad faith and also speaks at the State Bar of Arizona Course on Professionalism. He earned his B.S. degree from Arizona State University and his J.D. degree, with honors, from the University of Texas School of Law. He is also a certified public accountant. (Session 1.1) Denman, Rick has been with Munich Re since 2009 and is responsible for Munich Re’s Group claim and administration area. Prior to his entry into reinsurance, Rick had 28 years of group claims experience, starting his career at Mutual Benefit Life. Rick later managed claims offices for Travelers and MetLife. Rick held officer-level claim positions with MetLife and UNUM. Rick holds a Bachelor of Arts degree from the University of Georgia along with several industry designations. (Session 2.3) Donovan-Colin, Dianne is an Operations Manager in STD/Absence Management with MetLife Disability. In her current role, Dianne is responsible for the day-to-day operation and performance of 4 STD teams (45+ Associates) and 2 Disability Customer Advocates. Her focus is on claim management accuracy, service delivery, and talent development. Dianne is accountable for overall claimant and customer satisfaction and partners very closely with Account Management to ensure all customer commitments are fulfilled. Dianne has been in the Disability Insurance Industry for over 11 years. She was hired in 2005 as a Vocational Resource and has held the positions of Return-t0-Work Consultant, LTD Clinical Unit Leader and LTD Appeals Unit Leader during her tenure at MetLife. In addition to being a Certified Rehabilitation Counselor, Dianne holds a Master’s Degree in Counseling from the University of Arkansas at Little Rock and is a Certified American’s with Disability Act trainer. (Session 5.2) Emde, Brenda is the Assistant Vice President, Claims and Policy Records Manager at Reserve National Insurance Company, a division of Kemper Corporation. She joined Reserve National Insurance in 1983 immediately following graduation from Oklahoma State University with a Bachelor’s degree in Business Administration. She began her career processing disability and health insurance claims, was promoted to Supervisor in 1991 and to Manager in 2009. Reserve National Insurance’s focus is on the individual and supplemental market and Brenda has been instrumental in the development and implementation of new products and services to meet the changing needs of the individual market. She manages a staff of 25 and oversees the processing of approximately 3,500 claims each day. (Session 4.5) Evans, Pamela is a Sr. Claims Analyst for Pacific Services Canada (formerly Manulife Reinsurance). Pam’s experience as a reinsurer and retrocessionnaire encompasses life, health and disability claims worldwide. Pam has extensive knowledge of claims audit as well as previous experience working for several direct writers within their life and annuity operations areas. Pam holds the FLHC, FLMI and ACS designations and is a member of the ICA Reinsurance Committee. (Session 7.3) Ferrante, Antonio is Director, Underwriting, Claims and Medical Risk Management at Sun Life Financial where he is responsible for the research, development and governance of underwriting and claim philosophies and risk management policies globally. In addition, he provides consultative services on complex files and contributes to the educational programs for both the underwriting and claims units. Antonio received his Bachelor’s degree in Leadership & Organizational Studies with a minor in Risk Management from the University of Southern Maine. (Session 1.7 & 5.4) Formus, Adam is an in-house attorney with Guardian Life Insurance Company of America with over 20 years of disability income insurance experience. Serving in the capacity as AVP & Senior Counsel, Adam is responsible for assisting the Company with legal and regulatory matters involving its life, individual disability income and group insurance operations by providing legal advice and services to the business departments, including Product Development and Marketing, Underwriting, Claims and Actuarial. His principle accountabilities include providing strategic and effective case management and budget discipline on pending litigation; serve as Company representative at mediations and trials; negotiate and resolve disputes; develop effective risk mitigation and litigation avoidance strategies to limit future exposure. Adam also provides advice and counsel to all departments on a variety of legal and business issues including product development, reinsurance matters, claims counseling, transactional work, privacy, document retention, product implementation and administration, customer disputes and compliance matters. Adam further conducts proactive client trainings on legal issues and updates to relevant law while serving as the primary law department liaison for disability income claims area. (Session 2.6 & 3.3)

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About our Workshop Speakers continued Friedman, Douglas is the founding partner of Friedman Law Firm, P.C., which represents disabled workers for Social Security disability and Veterans disability compensation. Mr. Friedman is a nationally known speaker and author who lectures on disability issues for advocacy groups and insurers. He is Chairman of the Faculty for the Veterans Disability Symposium, which his law firm co-sponsors with the Birmingham VA hospital and University of Alabama at Birmingham. Mr. Friedman is Legal Counsel (Pro Bono) to Three Hots and a Cot, which provides housing for veterans recovering from alcohol and drug abuse. He is past Chairman of the Advisory Board of Cooper Green Mercy Hospital, and a former member of the Advisory Board of the School of Public Health at the University of Alabama at Birmingham. Mr. Friedman is admitted to practice before the Court of Appeals for Veterans Claims and the VA. He is a member of NADE, NOSSCR, and NOVA, and the New York and Alabama bars. He has served on the Board of Directors of community organizations such as the Birmingham Jaycees, the Alabama Chapter of the Multiple Sclerosis Society, the Birmingham Jewish Day School and Temple Emanu-El. (Session 1.4) Friedman, Jessica is the managing partner of Friedman Law Firm, P.C., where she dedicates her practice to protecting the rights of the disabled. Ms. Friedman represents clients across the country in Social Security disability and Veterans disability compensation claims. She is admitted to practice before the VA and the Court of Appeals for Veterans Claims. Ms. Friedman is a member of NOSSCR, NOVA, and the Alabama Bar. (Session 1.4) Frulio, Ciro is a Corporate Vice President at New York Life Insurance Company.  He helps oversee their New York City office life claims operation which is responsible for processing death benefit claims, contestable claims, annuity and waiver of premium claims.  Ciro has over 10 years of experience in Life and Annuity claims and has also assisted with managing the Verus Audit at New York Life.  Ciro holds a Bachelor of Science Degree in Economics from the State University of New York at Binghamton. (Session 4.8) Gould, Lauren is a Health Claim Superintendent in the New Albany Operations Center in New Albany, Ohio. Lauren began her career in 1990 as a Life Underwriter in the New Jersey Office. In 1991, she relocated to the Ballston Spa, New York office and was promoted to Life/Health Underwriting Supervisor in 1996 when the Life/Health Zones consolidated. In 2002, Lauren was promoted to Health Superintendent over the Underwriting, New Business, and Service department and relocated to New Albany, Ohio. In 2004, she moved to her current position in Health Claims. Lauren received a Bachelor of Arts degree from Purdue University and currently has her CLU, FLMI, and HIA designations. (Session 1.7) Houston, Kim is the Manager of Individual Life Claims at Munich Re. She has over 24 years of experience in individual life and health claims. In her normal role she oversees the Individual Life Claims for Munich Re in Atlanta.  Kim is a member of the Life Committee and former co-chair of the committee. Kim is currently a member of the ICA Executive Committee.  She is a regular presenter at the ICA Conference as well as other industry conferences. Kim has experience in all aspects of claims processing and claims management, including process improvements.  She received her undergraduate degree in Business Management from Jacksonville State University in Jacksonville, AL. (Session 1.6, 2.8 & 7.2) Kanehl, Chris has been performing investigations for over 29 years. He is an Associate Manager of the Special Investigation Unit at Prudential Life Insurance Company where he has been employed for 9 years. His responsibilities include investigations for individual life claims, underwriting and fraud. Chris also conducts Fraud Awareness training within Prudential entities. Prior to joining Prudential, Chris was employed with the New York City Police Department for 20 years. As a Detective, he investigated a various array of crimes ranging from homicide and suicides to car theft. Kulakowski, Anita works for Integrated Benefits Inc., as an onsite Social Security Advocate at Sun Life Financial. She specializes in reviewing claims for Social Security Disability eligibly and is an integral resource to the Sun Life staff in this field. Anita has specialized in Social Security Disability for more than three years now and worked in other legal industries for eight years prior. She is also an active member of the New England Claim Association. Anita graduated with a Bachelor of Arts from Hobart and William Smith Colleges where she was double major in Sociology and Latin American Studies, with a minor in Spanish. Her focus has always been in helping people obtain the benefits they deserve, while educating them throughout the process. Anita is fluent in Polish as well as proficient in Spanish and enjoys traveling extensively to immerse herself in other cultures. She has had the opportunity to travel to many different countries, including Colombia, Iceland, Peru and Cambodia, among others. (Session 4.3) LeTendre, Judy is the Claims Manager for Catholic United Financial in St. Paul, MN. She is responsible for managing the Claims Department including processing and payment of all life, annuity, precious life and accelerated death benefits as well as waiver of premium requests. She is a key member of the Unclaimed Property Team and serves as a strategic planning team leader. Judith has over 25 years of experience in the insurance industry. Her credentials include FLHC, ACS and AIRC. (Session 7.1)

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About our Workshop Speakers continued LoCascio, Dr. John practiced Internal Medicine and Geriatrics for 10 years before joining the Unum Life Insurance Company in 1990. In over 25 years of full-time Insurance Medicine, he has worked in a variety of production and management roles for Unum, Prudential Financial and UnitedHealthcare (UHC). These include: Disability and Life Underwriting, Benefits and Product Development; Re-insurance and Waiver of Premium; and Long-term, Short-Term, Group and Individual Disability, as well as CI and Accident. He and his family lived and worked in the UK for 4 years in the 1990s, where he was also a consultant to the then Department of Work and Pensions (the UK equivalent of US Social Security Disability). He has contributed to disability texts including the 5th Edition of Medical Selection of Life Risks, A Physician’s Guide to Return to Work, and Malingering and Illness Deception. He has been a presenter for the American Academy of Insurance Medicine (AAIM), the American Academy of Disability Evaluating Physicians (AADEP), the Assurance Medical Society (UK), and the Centre for Psychosocial and Disability Research (University of Cardiff, Wales). He is a member of the Executive Committee of AAIM where he is also the Associate Editor for Disability for the Journal of Insurance Medicine (JIM). He currently is involved in the organization medical support services to all aspects of UHC Financial Protection products; acts as an internal medical liaison between Financial Protection and other UHC organizations; and is an external liaison to insurance, governmental and medical organizations. (Session 5.4) MacDiarmid, Don was born and raised in south central Texas. He had an eleven-year law enforcement career and rose to the rank of Assistant Chief of a suburban San Antonio police department. He graduated from Southwest Texas State University and attended the FBI National Academy at Quantico, VA. From 1983 to 2002, Don was employed in a variety of positions with property and casualty insurance companies as a Special Investigator, Senior Investigator, Fraud Specialist and Regional SIU Manager. He investigated potential insurance fraud and corporate security issues throughout the United States. He has been admitted to testify in U.S. District Court as an expert in insurance fraud. Since 2002, Don has been employed by John Hancock Life Insurance Company. He is currently a Lead Investigator and responsible for conducting investigations throughout the U.S. and in foreign countries. His current responsibilities also include oversight of domestic and foreign claim investigations. In this capacity, he works closely with Claims management and personnel, Underwriters, Compliance and Law departments. He also provides assistance to law enforcement as required. Don is a Certified Fraud Examiner and serves on the Board of Directors of the San Antonio, TX Chapter. He is an Associate, Life Management Institute, an Associate, Life and Health Claims, a Long Term Care Professional and a Fraud Claims Law Associate. He has been a member of the International Association of Special Investigation Units since 1984. (Session 4.6) Maddestra, Beth started in the insurance industry just out of college and worked for Blue Cross and Blue Shield of Central New York in the policyholder service department. After moves from New York, to Massachusetts and then to Arizona in 1997, Beth found her career home at Londen Insurance Group/Lincoln Heritage Life Insurance in Phoenix, AZ. She spent 12 years within the marketing department managing various areas such as agent licensing, underwriting, final expense new business, preneed, and Medicare supplement departments. Beth now manages the claims department for the company’s final expense and preneed business. (Session 3.1 & 4.1) Mangan, Margaret joined Northwestern Mutual as a medical specialist in the Medical Consultant Division in November 2004. In this role, she provided cardiovascular consultation and medical education for Life and DI underwriting. Since May 2008, Maggie has been a member of the Disability Benefits Division Medical Team. In her current role as a Medical Consultant, she provides medical consultation and medical education for disability claims. Prior to joining Northwestern Mutual, Maggie worked as a nurse in the areas of emergency medicine and post anesthesia care after earning her bachelor’s degree in nursing from University of Wisconsin Milwaukee in May 1994. Maggie was an instructor of Advanced Cardiac Life Support for American Heart Association from 1998 – 2012, and served as an officer in the Army Reserves for a Milwaukee based combat support hospital unit from 1995 – 2004. (Session 5.3) McAdams, Curtis is currently an Account Representative with Munich Re. He began his career in insurance as an agent while still in college at the University of Nevada-Las Vegas.  He later transitioned into claims management and now has more than 25 years of claims experience. While his primary expertise is in direct life claims, he also has experience with disability and property and casualty claims. He has been an active member of the ICA since 1995 and is currently serving on the life claims committee. While at UNLV, Curtis earned a Bachelor of Science degree, majoring in Finance. (Session 2.1 & 4.2) McWatters, Jane is an Assistant Vice President of American Fidelity in Oklahoma City and she currently serves as the Benefits and Operations Manager for the Life Division. She has been with American Fidelity for 20 years. Her management responsibilities include New Business, Underwriting, and Claims. The claims encompass life and annuity death claims, waiver of premium, and critical illness, for fully underwritten policies and worksite jet issued policies. The business under her oversight comes from the US, Asian, and Latin American markets. (Session 5.1) Mitchell, Kim is the Claims Manager at Sun Life Financial, in the Individual Insurance department of Canadian Operations. She joined Sun Life immediately following graduation from Trent University with a Bachelor’s degree in Sociology and Business Administration. She began her career in new business holding customer service, process consultant and leadership roles. Among many process improvement initiatives, she was instrumental in implementing tele-interviewing within the underwriting process. She leads a team of 36 employees in Ontario and Quebec that handle Life, Critical Illness, Disability and Long Term Care claims. (Session 5.7 & 7.5)

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About our Workshop Speakers continued Olinger, Phil joined State Farm in 2002 as a Life Claims Examiner and is currently the Superintendent for the Life Claims Department. Phil’s leadership experience includes Life Claims, Life Response Center, Auto Claims, and Third Party Injury Claims. He has also been involved with process improvement efforts within State Farm over the last several years. Phil is a graduate of Mississippi State University where he earned a degree in Marketing and Professional Golf Management. In addition, Phil holds the FLMI and CLU designations. (Session 2.1) Raspotnik, Jackie is a Litigation Paralegal in the General Counsel’s Office at Thrivent Financial in Appleton, WI. She assists with managing litigation brought against Thrivent Financial through their own Member Dispute Resolution Program (MDRP) and the court system. She provides oversight for Release Agreements for Thrivent business units; in addition, she handles competing death claims for Thrivent and provides legal assistance on member collection and fraud. (Session 1.1 & 4.1) Redlien, Brad is a partner in the Miami office of Shutts & Bowen LLP, where he is a member of the Business Litigation Practice Group. Brad has experience in a variety of general business matters, including class action defense, Uniform Commercial Code Article 2 (Sales of Goods), securities litigation, complex insurance coverage matters, and other commercial matters. Brad’s practice also includes representing insurers in the areas of life, health, and disability litigation, as well defending firstparty and third-party bad faith actions. (Session 5.6) Rewis, Jill is the Manager for Prudential Individual Life Insurance Death Claims Customer Service.  She has accountability for 169 associates domestically and off-shore supporting Customer Service and Back Office.  Additionally, she has accountability for the Claims Contact Center process.  Jill currently holds a Series 99 Operations Professional registration.  She graduated from Florida State University, with a bachelor’s degree in Interdisciplinary Social Science in 2008. Prior to joining Death Claims Customer Service Jill held various positions supporting Quality and Customer Service. (Session 4.8) Riendeau, Karen has been in the insurance industry for over 30 years. For the past 12 years she has been an Account Representative at Munich Re responsible for adjudicating high risk complex claims, conducting client audits, analyzing trends and managing client accounts. Prior to joining Munich Re she held various roles at direct companies handling contestable, litigated and fraudulent claims. She has been an active member of the International Claim Association since 1995 and is currently the Secretary for the ICA and a member of the Reinsurance Committee, Marketing and Membership Development Committee and on the Annual Conference Team. Karen holds the FLHC, FLMI, ARA, and ACS industry designations. (Session 1.6 & 4.2) Russom, Alayne is the E-Discovery Program Manager in the General Counsel’s Office at Thrivent Financial. Alayne has 20 years of experience in the legal field, and 11 years of experience in the life and health insurance industry. As the E-Discovery Program Manager, Alayne manages the E-Discovery Process for all litigation and regulatory inquires, working with the outside counsel and the in-house legal team, IT, and business partners enterprise-wide to identify, collect, preserve, review, process, and analyze information before production. In addition to being a Certified E-Discovery Specialist, Alayne is also a Certified Fraud Examiner and assists with internal investigations on an as needed basis. (Session 5.6) Scarponi, Evan is Director of Long Term Disability Claims for Prudential. He has more than 12 years of experience in the group insurance claims industry in roles with Prudential and Unum, primarily leading long term disability claim operations. Evan is a graduate of Northeastern University in Boston, MA and holds and Masters in Business Administration from the University of Southern Maine in Portland, ME. (Session 7.4) Smith, Sherry began her career processing claims with Prudential Financial within the Annuity Death Claims department. Her responsibilities expanded from Claims to also include leading the Maturity, Disbursement, Settlement Options and Contract Maintenance Teams, all within the Annuity structure. Sherry moved to North Carolina with Lincoln Financial two years ago, to support Claims in an Operational Risk capacity. However; she missed leading people and is now the Director of Annuity Claims. Sherry attended the University of Delaware and majored in Business Administration with a minor in Marketing. (Session 1.2 & 6.1) Storm, Chuck joined Swiss Re in 2009 and has 40 years of experience in the Life and Health Insurance & Reinsurance industry.  Throughout his career he is an ongoing leader of life, disability, health, and annuity claim shops. In addition, he has provided executive level oversight for all administration and new business case management operational areas.  Chuck has been a featured speaker at both Claim and Underwriting Conferences around the country. He is a past president of the former Indiana Life & Health Claims Association. Chuck holds the designations of FLMI & ALHC and a MBA from Anderson University. (Session 2.1 & 6.2)

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About our Workshop Speakers continued Stultz, Alex is Director of Life & DI Claims as well as Reinsurance Operations at Ohio National in Cincinnati, OH. He has 8 Years in the insurance industry with experience in Annuities, Retirement Plans, Reinsurance and Claims. Stultz holds a BA in Economics from The Ohio State University and an MBA from The University of Cincinnati. (Session 6.5) Sumner, Cindy is Associate Director and Claims Department Manager at Texas Life Insurance Company. She has over 25 years of life claims experience and her current responsibilities include contestable claims examination for the WiltonRe Enterprise. Cindy has a Bachelor of Business Administration with a Management Concentration from The University of Texas at Arlington. She has completed the LOMA and ICA education programs and holds the following designations: FLMI, ACS and ALHC. (Session 3.1 & 5.1) Taylor, Brad has been involved with insurance investigations for the past 15 years and has been with the Prudential Life Insurance Special Investigation Unit since 2007 serving as both an investigator and currently the SIU Manager for individual life. Brads duties include the management of field investigation staff, providing annual fraud awareness training as well as carrying an active caseload. Previously Brad was a police officer in Ohio for 7 years and spent time with Progressive Insurance Company gaining experience in claims handling, fire and theft investigation and eventually as a senior member of their field investigation staff developing major case investigations in the Midwest. Brad holds a BSAS in Criminal Justice as well as an MBA from Youngstown State University and received his CFE certification in 2009. (Session 2.5) Tesdahl, Rob has been with Transamerica Life Insurance Company since 2007. He is the Assistant Manager for Life Reinsurance Claims and Audits responsible for submitting payment requests to reinsurers and acting as liaison for reinsurer audits. Prior to Transamerica Rob worked at Principal Financial Group in Des Moines, Iowa, where he was an Analyst for Group Single Premium Annuities. He received his Bachelor of Science in Business Administration from Truman State University (Kirksville, Missouri) in 1994 and his MBA from the University of Nebraska in 2000. Rob is a member of the ICA Reinsurance Committee. He currently holds the FLMI, ARA, AAPA, and ACS industry designations. (Session 4.2) Tong, Geoffrey leads the firm’s insurance litigation group and is a member of the commercial litigation group. He has extensive experience in federal and state courts, at both the trial and appellate levels. His areas of practice include contract and business disputes, marketing and sales, unfair competition, compliance, first-party insurance “bad faith” disputes, coverage under life, disability, property, commercial, and automobile insurance policies, ERISA, and employee benefit plans. He has counseled and represented insurance companies, managed care health plans, employee benefit plans in claim issues and ‘bad faith” litigation for over 25 years. He also has managed all aspects of the defense and prosecution of lawsuits in federal and state courts throughout California for an insurance company domiciled outside of the state. Geoff’s clients have ranged from industry leading Fortune 100 companies to emerging technology companies to public entities. Prior to joining LTL, Geoff was a litigation partner at Manatt Phelps & Phillips. (Session 2.7) Trexler, Don is a Corporate Vice President of Claims for New York Life Insurance Company in their Dallas Service Center. He oversees the individual life/annuity/disability waiver claims team and the claims call center. Don is an industry professional with experience in life, long term care, health, annuity and disability lines of business for both individual and group insurance. Prior to joining New York Life, Don held a variety of leadership roles with Dearborn National, Penn Mutual, CIGNA, Penn Treaty and Prudential. Don holds a Bachelor‘s degree in Public Administration from Kutztown University of Pennsylvania and has served on the ICA Life Committee for over five years. (Session 6.2) Trigg, Mark is a 33-year associate of Nationwide Insurance. In his current role of 5 years, Mark leads a team of claims specialists in the processing of life insurance claims, including death, waiver of premium, long term care, accelerated and accidental death benefits. Overall, Mark has 23 years of claims experience including health, class action lawsuit and life insurance. He also has eight years of life underwriting exposure. Mark is a graduate of Otterbein University in Westerville, Ohio, and has his Associate in Customer Service designation and Registered Coach Certificate. (Session 7.1) Villanueva, Katherine is a partner in Drinker Biddle’s insurance department. Kate focuses her insurance practice on litigating life insurance and annuities matters.  A significant portion of Kate’s insurance-related practice involves advising life insurers on issues related to the secondary market for life insurance, fraud and agent misconduct, foreign insureds/death claims, and stranger-originated life insurance (“STOLI”). Kate also routinely works with insurers on compliance issues related to the administration of policies, with specific focus on lapse processes and procedures. Kate has represented insurers in a variety of coverage matters, including disability matters, international transportation insurance coverage disputes, and the defense of bad faith claims for insurers and annuity issuers. Prior to joining Drinker Biddle, Kate served as a law clerk to Judge Morton I. Greenberg of the United States Court of Appeals for the Third Circuit (2005-2006), and to Justice Roberto A. Rivera Soto of the Supreme Court of New Jersey (2004-2005). (Session 5.5)

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About our Workshop Speakers continued Wallace, Devon currently leads the Life and Annuity Claims organization at MassMutual. Devon is currently focused on enhancing the customer experience for beneficiaries by speeding up and simplifying the claims process, is driving an initiative to increase agent involvement in claims and continually seeks out opportunities to engage, inspire and empower his team. Devon got started in financial services in 2000 working at Manulife Financial/John Hancock in a variety of capacities including oversight of Annuity Post-Issue Operations, Vendor Management, Quality Control and Continuous Improvement. He joined MassMutual in 2012 and led the Annuity New Business Team before assuming his current role in mid-2015. Devon graduated from Bucknell University with a degree in Psychology. (Session 2.8) Wallach, Kenneth is the Administrative Officer for Federal Life Insurance Company (Mutual) in Riverwoods, Illinois. He is responsible for the Claims, Customer Service, Annuities, New Business, and Premium Accounting Departments and is involved with compliance and the company’s Special Investigative Unit. Ken received a BSEE from the University of Iowa. He earned the FLMI and CLU designations and is licensed to sell Life and Variable Annuities. (Session 1.2)

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