Mike Fiato is currently the Executive Vice President and Chief Claims Officer for Global Retail Markets U.S. Claims.
He is responsible for running the GRM U.S. Claims organization, including oversight of nearly 9,000 employees across Personal Lines Auto Physical Damage, Property and Casualty lines of business. Additionally, he oversees small commercial business insurance and claims functional support teams.
Mike joined Liberty Mutual in April of 2017 and is based in Boston. Prior to joining Liberty Mutual, Mike spent over 25 years at Progressive Insurance where his last role was a General Manager of Claims.
He earned his bachelor’s degree from State University of New York College at Brockport, his M.S. in Labor & Industrial Relations from University of Rhode Island and his Juris Doctor degree from Suffolk University Law School.
Sean currently serves as Senior Vice President, Chief Claims Officer for USAA. In this role, he is responsible for the claims experience for USAA globally and taking care of the amazing employees who deliver on the promise to military families over seven million times per year.
Sean also serves as General Manager for the Phoenix office where he is responsible for shaping workplace culture and cultivating external partnerships that sustain USAA’s community, military, media and government relations efforts within Arizona.
A 26-year veteran of USAA, Sean has held various leadership roles within property and casualty (P&C) and across other parts of the company. Most recently, he served as a senior Strategy Officer focused on opportunities to help USAA improve its member experiences. In this role, Sean led an enterprise-wide effort to better understand how acquisition, servicing and fulfillment processes can be delivered seamlessly to members across USAA.
Sean has also worked in several locations during his career, including San Antonio, Detroit, Sacramento, Norfolk and Phoenix.
Sean is a continuous learner, most recently completing the General Management Program at Harvard University. Additionally, he has completed executive education programs at University of Chicago Booth School of Business and University of Texas McCombs School of Business. He also holds the Chartered Property and Casualty Underwriter (CPCU) and Senior Claims Law Associate (SCLA) designations.
Outside of work, Sean enjoys many activities with his family, including golf, tennis, skiing and listening to country music. He and his wife, Laurie, are high school sweethearts and have two daughters, Hailey (24) and Brooke (20).
Kyle is the co-founder and CEO of Clearcover, the smarter car insurance company. Under Kyle’s leadership, Clearcover has raised more than $300 million to date and currently operates in 15 states with more on the way. Before founding Clearcover, Kyle was a founding member of American Family Ventures where he was responsible for sourcing, evaluating and structuring over 50 equity and debt venture capital investments in nationally-based tech startups. Prior to this role, Kyle was a corporate attorney focused on emerging company business matters at AlphaTech Counsel. Kyle has a law degree and an MBA from the University of Wisconsin
Brian M. Pozzi joined Auto Club Group in September of 2017 to lead the Staff Counsel and Insurance Counsel groups as a Vice President in the Office of General Counsel. In 2018, he expanded his role to also include that of Corporate Claims Officer. In this role, Brian is responsible for leading more than 1,300 claims professionals handling over 400,000 claims each year for all four brands for the Auto Club Group. (AAA, Meemic, Fremont and the Carolinas)
Prior to joining Auto Club Group, Brian spent 22 years at Allstate Insurance Company filling various roles in both the legal department and business side.
Brian began his legal career in the Philadelphia Staff Counsel office of Allstate Insurance Company in 1995. He progressed through that office becoming Lead Counsel for claims-related litigation in Philadelphia and surrounding counties in Pennsylvania. He has tried over 150 cases to verdict in front of juries in Pennsylvania State Court and the United States Federal Court in Pennsylvania.
In 2003 Brian became New York Regional Counsel for Allstate Insurance Company. His primary responsibility included working to proactively advocate the company’s interests in state legislative and regulatory venues, serving as Allstate’s New York Region’s primary liaison with the New York State Insurance Department and the New York State Legislature. Additionally, he was a key member of Allstate’s New York Market Operating Committee, the senior management team responsible for the strategic management and direction of all business initiatives of the $3 billion Allstate New York operation.
In 2009 Brian became the Lead Distribution Attorney for Allstate Insurance Company in their headquarters in Northbrook, Illinois. He led a team of attorneys that provided advice and counsel to the company relating to distribution through 12,000 exclusive agents, 2,000 independent agents, and 3 call centers countrywide.
Later in Brian’s Allstate career the company leveraged his diverse experience by moving him over to the business side to lead a team developing improvement
and expansion of exclusive agency programs. In addition, he led a large cross- functional team focused on developing an enhanced Go-To-Market strategy for the Corporation.
Brian graduated from the University of Delaware with a BA in History and received the Dean’s Merit Award for Excellence in the School of History. In addition, he received his Juris Doctor degree from Widener University. Mr. Pozzi is licensed to practice law in Pennsylvania, New Jersey, Michigan, Washington D.C., and Federal Court for the Eastern District of Pennsylvania.
Brian is the President of the Board of Directors and a volunteer of the Emmaus House of Hospitality. The Emmaus House, located in Lake Zurich, Illinois, is a 501(c)(3) whose mission is to provide food, temporary housing, and personal items not covered by food stamps to members of the community who are in need of such vital services.
Paul StachuraSVP, Chief Claims & Risk Engineering OfficerState Auto
Paul Stachura joined State Auto in September 2015 as the Senior Vice President/Chief CARE (Claims and Risk Engineering) Officer. With 40 years of experience, Stachura previously held positions with QBE North America where he served as Chief Claims/Loss Control/Global Transformation Officer and Fireman’s Fund Insurance Company, where he served as Chief Claims and Risk Services Officer. Prior to Fireman’s Fund, Stachura served Chubb & Son in various claims roles for more than 16 years – starting as a claims examiner in the Eastern Zone of the U.S., architecting a multi-national claim capability and rising to Senior Vice President of International Claims. His field experience included frequent travel to and engagement with insurance industry professionals in Australia, Asia Pacific, Canada, Latin America, the UK and Europe.
Periods of residency in Canada, Australia, and the UK during that time enhanced his appreciation for cultural variances, both social and professional, and how to conduct global and local business accordingly. Of particular significance, Paul’s teams received numerous industry awards and recognition for innovation and customer-focused orientation ultimately delivering exceptional claims experiences.
That spirit of innovation and understanding of the noble profession of claims continues to this day. An ever-evolving technology environment, changing consumer needs/demands and a commitment to the characteristics and qualities of a service culture remain his core focus.
Jackie currently leads the Corporate Claims function at ERIE Insurance. Her team is responsible for claims strategy, processes and procedures, and ensuring compliance. In this role, Jackie and her team work closely both inside and outside the business to ensure ERIE is delivering best in class claims service to our Agents, Customers and Employees. She began her career with ERIE in 1996 and has held various roles in claims and learning and development in both field and corporate roles. Jackie has her MBA from Capella University, and her Chartered Property Casualty (CPCU), Associate in Claims (AIC) and Associate in Insurance Services (AIS) designations. In her free time, she likes to read and travel.
Steve Donnelly is the Chief Claims Officer for Amerisure Mutual Insurance Company.
Mr. Donnelly is responsible for the overall development and implementation of Claims department policies, procedures and programs ensuring they align with Amerisure’s strategic and operational goals. He also oversees loss cost containment, staffing, budgeting and claim-related customer service.
Mr. Donnelly joined Amerisure in 2014 as the Regional Vice President of Claims for the Southwest and Midwest regions. In this role, he was responsible for the Claim operations in the Dallas, Indianapolis, Farmington Hills, St. Louis and Phoenix Core Service Centers (CSCs).
Prior to joining Amerisure, Mr. Donnelly was Vice President and Claims Manager at QBE for their Midwest Region. He spent 10 years prior to that at Ohio Casualty (subsequently Liberty Mutual) as Regional Vice President, among other roles.
Mr. Donnelly received a Juris Doctor from DePaul University of Law and a Bachelor of Business Administration in Finance from the University of Iowa.
Ian M Thompson has more than 25 years’ experience in numerous senior insurance leadership roles. His career to-date has spanned risk engineering, operational risk management, strategy development, strategic innovation, transformation and operational delivery.
Ian spent 19 years with the multinational insurer RSA in a range of positions before focusing on claims 18 years ago. He led several global and UK strategic change programs before he was asked to integrate RSA’s UK motor claims operations, building an award-winning team delivering market leading service and performance.
Ian joined Zurich Insurance in 2012 as European and Zurich Insurance Plc Chief Claims Officer (CCO) based in Dublin, Ireland. Two years later, he led the integration of the newly merged Europe Middle East and Africa (EMEA) regional claims operation as CCO for EMEA.
Ian was appointed Zurich’s Group Chief Claims Officer in October 2018, based in Zurich, Switzerland. He is currently driving innovation, workforce and cultural transformation across 8,500 claims professionals operating in more than 40 countries and accountable for an annual claims spend of USD 19bn.
He has served on the Board of Thatcham UK, Zuritel SA, Italy, and as Chairperson of Zurich Sigorta, Turkey. He is currently a Board Director of Zurich Santander Insurance America. Ian is a member of the Zurich Leadership Team.
Outside of work, as well as spending time with his family, he enjoys watching live sport, walking and enjoying good food and drink. Ian is now also learning to sail and kayak in addition to building a new house.
Nick Conca is the Chief Claims Officer of Markel Corporation and is responsible for Markel’s global claims organization. He joined Markel in May 2013 through Markel’s acquisition of Alterra where he was the company’s Chief Claims Officer. Prior to Alterra, Nick was Executive Vice President of Integro Insurance Brokers where he managed Integro’s US brokerage operations. He also has held senior positions with Liberty International Underwriters and Reliance National Insurance Company. Nick began his career as an attorney with the international law firm Wilson Elser, representing insurance companies in coverage disputes.
Angela BretzSVP, Chief Diversity and Talent Acquisition OfficerNationwide
Angela is the senior vice president and chief diversity and talent acquisition officer, serving in a matrix reporting relationship to Nationwide’s chief executive officer and chief human resources officer. In this role Angela establishes and oversees the development, implementation and operation of all corporate diversity, equity and inclusion work, including strategic programs, procedures and policies to advance Nationwide’s culture of diversity, equity and inclusion. As the head of talent acquisition, Angela has responsibilities for associate and executive talent acquisition, university relations, internship programs, relocation services, immigration services, and talent acquisition process operations. Angela leads the service delivery of recruiting strategies and initiatives to attract and retain talent for Nationwide. Externally, Angela advances our brand and reputation, through diverse strategic partnerships, extensive recruiting relationships, philanthropy and community engagements. Angela is the company diversity, equity and inclusion thought leader and strategic business partner to senior leadership.
A career Nationwider, Angela has demonstrated strong leadership, a deep background in strategic planning, project management and claims with extensive knowledge of property and casualty operations, as well as training and development. Angela is a long-standing diversity champion at the company, having been an active participant and strong proponent of our diversity, equity and inclusion efforts, prior to her current role. Past leadership experiences include chief of staff for the property and casualty president and chief operating officer; associate vice president for the mid-west claim zone and associate vice president for claims strategy.
Angela is also active in the community and currently serves on the Board of Directors at Columbus Works, Advisory Committee for the United Way of Delaware County – Women’s Leadership Network, the City of Columbus Recovery and Resiliency Advisory Committee and the Columbus Partnership – Diversity, Equity and Inclusion Advisory Council.
Angela has a bachelor’s degree in organizational leadership and an MBA, both from Franklin University. She also has the Certified Diversity Executive designation from the Institute of Diversity Certification.
Neil Harrison is Global Chief Claims Officer for Aon’s commercial risks solution line, managing a group of 1500 claims professionals across the world with a focus on ensuring clients receive appropriate claims outcomes when losses arise.
In this role he oversees the development and implementation of the global claims strategies of the firm, including; the delivery of best in class services for clients, partnerships and alliances with carriers and other claims related business partners, and talent management initiatives to allow Aon to continue to attract, retain and develop claims professionals.
Neil participates directly in our firm’s key carrier management and broking activities and represents Aon on the Claims Advisory Boards of several carriers. Neil is based in New York and is a member of Aon’s Executive Leadership Team and Aon’s Commercial Risk Leadership Team. In addition to his core role as our firm’s most senior claims executive, Neil oversees a number of broking related strategies including broking excellence, broking differentiation and insurer selection.
In prior roles within Aon, Neil has led business units in our retail broking, risk consulting, risk management information systems and reinsurance areas and has been located in London, Rotterdam and Chicago.
Neil is an Associate of the Chartered Institute of Insurance (ACII), an Affiliate of the Institute of Risk Management (AIRM). He has spoken at numerous industry events and conferences in US, UK, Canada, Panama, Belgium, France, Germany, Netherlands, Spain, Singapore, Sweden, Hong Kong, Philippines, Turkey and South Africa. Neil has also published articles on many risk management subjects, including property risk mitigation, workers’ compensation loss cost reduction, and the use of risk information solutions. He has been retained as a visiting lecturer by two UK universities providing risk management and crisis management education.
Patrick NailsChief Claims OfficerArch Insurance Group
Pat Nails is the Chief Claims Officer for the Arch Insurance Group Inc. Pat joined Arch in April 2004 and held a number of positions in legal, claims and reinsurance before being named General Counsel in 2012. Pat subsequently moved over to the Claims Department in April 2018 assuming the role of Chief Claims Officer for Arch. Prior to joining Arch Pat spent ten years at the Kemper Insurance Companies and five years in private practice in his hometown of Chicago, Illinois. He received his B.S. in Finance from the University of Illinois and his J.D. from the Chicago-Kent College of Law.
Carey has over thirty years in the US Insurance Industry as a claims expert. His background includes a multi-line claims career handling Trucking, Litigation, Commercial and Residential Property, Construction Defect, Workers Compensation and General Liability.
Bond also served thirty years in the US Army/Army Reserve, retiring as a Lieutenant Colonel with combat tours to Iraq and Afghanistan. He received the Bronze Star as well as other military awards over his military career.
He is currently the US Head of Claims for Lloyds. His focus is impacting claims performance in the US as well as market development responsibilities.
Gwen OlsonAVP, Enterprise Claims StrategyAmerican Family
Gwen has worked nearly 20 years for Top 10 P&C carriers in various leadership roles throughout her career. She began her insurance career as a Michigan PIP adjuster with Liberty Mutual and went on to work across all the lines in varying levels of leadership roles. The most recent 10 years have been roles in close partnership with IT to deliver new claims platforms and new innovative capabilities to foster exceptional customer experiences. During this time, Gwen joined American Family Ins in 2015 as the Auto Results Director, and since held roles in Strategy, including Casualty Strategy Director, Enterprise One Platform Claims Business Leader and then her current role as Claims Strategy AVP for AFICS. She is currently leading the claims digital transformation with a keen focus on customer value.
Gwen holds a BS degree in Mathematics from University of Wisconsin – Madison, an MBA focused on global management from University of Phoenix. She also earned her Associates Degree in Personal Insurance and is a Chartered Property Casualty Underwriter (CPCU).
(Ok to omit if you are leaving off personal notes) Gwen enjoys traveling, camping and attending sporting events with her husband, Chad and their four energetic daughters ages 14 to 7.
Dena SilveriVP Personal Lines Centralized Claims & OperationsNationwide
Dena currently serves as the Vice President of Personal Lines Centralized Claims and Operations,responsible for a team of 2100 associates who fulfill first notice of loss reporting and supporting processes as well as the phone-based investigation and settlement of personal lines casualty, material damage, and property claims. In this role, Dena is responsible for developing strategies to deliver an effortless claims experience through expansion of digital capabilities, self-service initiatives, and optimizing efficiencies to streamline process improvement across the centralized operations.
Prior to her current role, Dena served as vice president of Claims Services and Direct Sales where she set the strategic direction for leveraging self-service and digital capabilities, as well as positioning the direct sales channel to support strategic partnerships and the transition to an independent agency model.
Dena began her career with Nationwide in 1996 as a claims representative and was quickly promoted to multiple leadership positions throughout the organization to include claims leader, sales management, sales director, as well as director of sales operations, and was appointed sales associate vice president for Virginia in 2008, a role held until September 2012 when she the assumed role of regional vice president for the Southern States Regional Operation. Additional roles include associate vice president of Sales Strategy and Financial Direct and vice president of Claims Services.
Dena graduated with honors from the University of North Texas with a bachelor’s degree in Marketing Management.
She is passionate about developing future leaders as well as making an impact in her community. Dena currently serves as the Nationwide property and casualty executive sponsor for the Nationwide Children’s Hospital Championship and as a board committee member for the Women’s Leadership Network of the United Way of Delaware County.
Robert BowersChief Claims OfficerWestfield Insurance
As National Claims and Customer Service Leader, Robert Bowers is responsible for leading multiple P&C functions, including claims and billing functions. Rob is a transformational leader and is responsible for the strategic direction, customer experience, expense, indemnity, fraud and quality results for these areas in addition to serving on the P&C operations committee. In addition, Rob serves on the Westfield Diversity and Inclusion Advisory Council. Rob has been in the insurance industry since 1987, and with Westfield since 1996, serving in various operational, change management, executive and senior executive roles.
Rob is graduate of Geneva College with a BSBA, and received his MBA from Ashland University where he was inducted into Delta Mu Delta honor society. In addition, Rob achieved his CPCU, SCLA, CLM Casualty and AIC insurance designations along with Hammer process and Prosci ADKAR change certifications. Rob was honored with the CLM’s Claims professional of the year award- management, in 2018. .
In addition to the NICB Board of Governors, Rob serves on the Akron – Canton Foodbank Board of Directors, Southstreet Ministries Board of Directors, the advisory board of Mercyhurst University’s cyber-risk program, and has been a past leader in the Central Claims Executive Association, Akron Medina CPCU chapter and is active with the CLM-LMI organization. Rob serves as a Deacon at Christ Community Chapel and is a leader in the organization’s financial ministry. Rob has presented and taught in numerous industry organizational forums including connected claims, ACE, CLM, LMI and others.
Lance AlbrightAVP, Claims Relationship ManagementQBE North America
Lance Albright is Assistant Vice President of Claims Relationship Management for QBE North America. His area of responsibility is in the Program business segment of the company. He reports to the Vice President of Relationship Management for QBE North America.
QBE North America is a division of QBE Insurance Group Ltd., Australia’s largest international general insurance and reinsurance group. It is one of the top 20 insurers and reinsurers worldwide and the 15th largest insurer in the United States.
Before QBE, as Vice President and General Manager, Mr. Albright was responsible for the Legal Solutions Division of CSC, the third largest software and IT consulting and services firm in the world.
Prior to joining CSC, Mr. Albright was the Senior Executive Vice President and Chief Operating Officer of The Yasuda Fire & Marine Insurance Company of America where he was responsible for the management of interdepartmental operations. He also served as a member of Yasuda’s Board of Directors.
He began his insurance career with The Hartford Insurance Company in New York City as a field claims adjuster. He then moved to international insurance with AFIA Worldwide Insurance where he was responsible for international claims in Europe, the Caribbean and South America.
He then spent four years at The Home Insurance Company in NYC where he was the Home Office Branch Manager for the Western Region of the United States and all of Canada.
Mr. Albright received a Bachelor of Arts degree from The University of Notre Dame and a Master of Business Administration (MBA) from Seton Hall University.
He holds a Chartered Property and Casualty Underwriter (CPCU) designation along with an Associate in Risk Management (ARM) degree.
He is the current Chairman and immediate Past President of the Insurance Federation of New York (IFNY).
He is a Board member of the New York City Chapter of CPCU after previously serving as the Chapter President.
Mr. Albright is a member of the Federation of Defense & Corporate Counsel (FDCC). He is a Fellow of the Claims & Litigation Management Alliance (CLM). He is also a VP in the NYC Chapter of CLM.
Caroline Faulkner leads Prudential’s Enabling Solutions organization, responsible for driving technology and process improvements to enhance Prudential’s overall customer service experience, drive enterprise-level transformation and create future-ready talent that will benefit Prudential’s U.S. Businesses.
Previously, Caroline was a founding member, senior managing director and CIO of Pramerica Systems Ireland and led the start up of Prudential’s El Paso Business & Technology Solutions Center.
Caroline holds multiple degrees including a computing science for business degree, a master’s degree in leadership and innovation, and a diploma in accounting and finance from the Association of Chartered Certified Accountants.
Caroline also serves as the Executive Sponsor of Prudential’s PRIDE Business Resource Group dedicated to fostering a supportive work environment for LGBTQIA+ employees.
Kimberly R. VaughnAVP, Claims Experience & Customer AnalyticsAmerisure
Kimberly Vaughn is Assistant Vice President of Claims Experience & Customer Analytics at Amerisure Mutual Insurance Company. She joined Amerisure in 2013 and assumed her current role in 2021.
Ms. Vaughn began her career practicing law in Chicago, before returning to her home state of Michigan to join Amerisure.
She earned her bachelor’s degree and Juris Doctor from Michigan State University. She is licensed to practice law in Illinois and Michigan, as well as being admitted to the US District Courts for the Northern District of Illinois and Northern District of Indiana, and the Supreme Court of the United States.
Ms. Vaughn earned her Certified Litigation Management Professional (CLMP) designation in 2015, Advanced Claims Professional (ACP) designation in 2020, Construction Risk and Insurance Specialist (CRIS) designation in 2021. She is co-dean and a faculty member for the CLM Claims College School of Workers' Compensation.
Don JonesHead of Claims US Insurance OperationMass Mutual
Don Jones is the Head of Claims in MMUS Insurance Operations at MassMutual, leading the charge to achieve our vision of becoming a digitally enabled organization with richer customer data, streamlined processes, and automation to pay our claims faster, more accurately and provide service on the customer's terms.
Don has more than 25 years’ experience in the industry, including nearly two decades in claims leadership. Most recently, Don provided private claims consulting to a wide range of clients. Prior to that, he spent many years with Nationwide Insurance in senior leadership roles of increasing scope and responsibility of the firm’s property and casualty claims organization.
Over his career, Don has specialized in setting strategic direction and executing key business transformation initiatives, including technology adoption and digitization as well as process optimization, automation and continuous improvement solutions.
Samantha SantiagoHead of Claims Strategy & AutomationFarmers
Sam Santiago joined Farmers in 2017 and recently joined the Farmers Claims Team as Head of Claims Strategy & Automation in 2019. In this role, Sam is responsible for developing an overarching topline Claims strategy across Auto, Property and Business Insurance to ensure we’re looking out on the horizon and staying on top of where the marketplace is headed. In this role, Sam has responsibilities for Claims Strategy, Advanced Analytics, Digital Transformation & Emerging Trends and Competitive Intelligence.
With nearly 20 years of experience, Sam has an impressive track record of bringing quality management, strategy deployment, process improvement & digital transformation within the financial services, supply chain and insurance industries. Her journey has included positions with Liberty Mutual, Toyota Financial Services, and Staples, Inc.
Rick McCathron CPCU CIC brings more than 25 years of P&C experience to his role as President of Hippo (NYSE: HIPO). Rick joined the company in 2017 to establish Hippo's insurance operations team and bring Hippo’s smart, simple and proactive home insurance products to scale. In just over five years, Hippo has become a national leader in the U.S. homeowners market, reaching more than 80% of the total U.S. homeowners population. Hippo’s integrated platform, which includes a growing suite of proactive services designed to prevent loss, is a modern approach to home insurance that brings customers greater peace of mind.
Prior to Hippo, Rick held senior executive positions at well-respected insurance companies including First Connect Insurance as its President & CEO, Superior Access Insurance as its President & CEO and Mercury Insurance Group (NYSE-MCY) as its Regional Vice President. Rick is both a Chartered Property & Casualty Underwriter and a Certified Insurance Counselor and sits on the Board of Directors of Hippo Holding Company, Spinnaker Insurance Company, First Connect Insurance, Jumpstarter Ventures and The National Alliance of Insurance Education & Research. He is also an advisor for several other InsurTechs.
Scott HauptmanVP, Chief Claims OfficerGrange Insurance
With Grange Insurance for fifteen years, Scott is the VP, Chief Claims officer and responsible for all Claims operations within the organization. Scott collectively has 25 years’ experience in the insurance industry with broad background in Internal Audit, Risk Management, and Strategic Planning in addition to Claims.
Scott is very active in the community and is currently a Board Member at Flying Horse Farms. Scott also represents Grange as the senior sponsor for the Smart Columbus initiative. Scott graduated from Ohio state University and achieved his MBA at Franklin University. Scott has also obtained his Chartered Property & Casualty Underwriter, Associate in Risk Management, and Associate in Claims designations.
Scott lives in Worthington, Ohio with his wife and two teenage children.
Charlie Wendland is the Head of Claims at Branch Insurance, a Columbus-based insurance company that pioneered instantly-bundled home and auto insurance. He is also President of Branch’s nonprofit organization, SafetyNest.
Charlie has spent 18 years in both highly technical and executive leadership roles at Fortune 500 and startup insurance carriers. He earned his MBA from Cleveland State University, Senior Claim Law Associate and Certified Claims Professional designations and is a licensed adjuster and agent. Charlie is President and serves on the board of the Northeast and Central Ohio chapters of the Claims and Litigation Management Alliance. Charlie also serves as Chair of the Insurance Executive committee for Ohio Association of Civil Trial Attorneys and was awarded Committee Chair of the Year in 2018. He has authored several publications on claims and litigation and is a frequent speaker at industry conferences across the country.
Lori is 20+ veteran of the insurance industry with extensive experience in developing a holistic vision and roadmap for seamless service delivery. She has successfully led the build, implementation and organizational change management for core platforms and integrations across the insurance ecosystem. In her current role, Lori serves as ACG’s Insurance Claims Innovation Leader. She oversees governance of the Claims technology roadmap and is responsible for managing large-scale enterprise software solutions and delivery of best-in-class products and capabilities from ideation to implementation. Her role includes determining the feasibility and viability of innovation concepts to include business case development, program management oversight, organizational change management and post-implementation evaluation. She has responsibility for the strategic project portfolio through the full lifecycle and ensures alignment to enterprise and departmental objectives.
Lori received her BA in Business Administration from Wesleyan College and MBA from Mercer University. Lori has earned her Project Management Professional (PMP®) designation and is Lean Six Sigma Green Belt Certified.
Kate DodsonClaims Operations LeaderOhio Mutual Insurance Group
Kate Dodson is the Claims Operations Leader for Ohio Mutual Insurance Group, responsible for leading transformative strategic / technology initiatives. With a decade of experience in the industry, Kate has served in a variety of roles, including non-standard claim handling, instructional design, and communications. She holds academic degrees in Marketing (bachelor’s) and Business Administration (master’s).
Bill BrowerVP, Head of U.S. Auto Claims StrategyLexisNexis Risk Solutions
Bill Brower is Vice President, Head of U.S. Auto Claims Strategy for LexisNexis Risk Solutions. He is responsible for leading the development of innovative products that help insurers achieve greater efficiency within their claims departments. With 30 years of P&C Insurance Industry experience, Brower has held numerous leadership roles with top carriers such as Liberty Mutual and Nationwide Insurance Company. Most recently, Brower served as Vice President and Manager of Strategic Partnerships for Liberty Mutual Personal Insurance where he led innovation efforts and managed vendor relationships across all claims disciplines. Brower earned his bachelor’s degree in Organizational Leadership from Franklin University and his MBA from Shorter University.
Lance has performed in several roles within personal lines claims for over 25 years. During this time, he has led teams in property, auto physical damage and bodily injury. Lance takes great pride in developing high performing teams and stimulates innovation at all levels of the organization. In his current role, Lance regularly works on continuous improvement and strategic initiatives at both the department and enterprise level. Over the past six years, Lance has directly participated in the digital transformation efforts of the organization in an effort to drive productivity and consistency gains. He has attained several certifications and designations in his career including the Associate in Claims and a Lean Six Sigma Green Belt.
Robert PassmoreVP, Auto & Claims PolicyAmerican Property Casualty Insurance Association
Bob Passmore is Vice President, Auto & Claims Policy with the American Property Casualty Insurance Association (APCIA). Representing nearly 60 percent of the U.S. property casualty insurance market, the American Property Casualty Insurance Association (APCI) promotes and protects the viability of private competition for the benefit of consumers and insurers. APCI represents the broadest cross-section of home, auto, and business insurers of any national trade association. APCI members represent all sizes, structures, and regions, which protect families, communities, and businesses in the U.S. and across the globe.
Bob’s responsibilities include legislative and regulatory policy development and issue identification for claims, automobile, and motorcycle insurance, as well as auto safety issues. He is also APCIA’s point person on autonomous vehicle policy.
Bob serves as a media spokesperson as well as an issue expert for APCIA before state and federal policymakers on his portfolio of issues. He is also the staff liaison for multiple APCIA member committees that help set Association policy direction on auto insurance claims, fraud and auto physical damage.
Bob is a member of the Coalition Against Insurance Fraud’s Government Affairs Committee and is a member of the Highway Loss Data Institute (HLDI) board of directors.
Bob also has 20 years of experience in a variety of capacities in insurance claims management and administration. He is a member of the Society of Chartered Property Casualty Underwriters (CPCU) having received his designation in 2002.
Ann FieldHead of Client Services Operations, North AmericaAon Reinsurance Solutions
Ann Field is the North America Head of Client Services Operations at Aon Reinsurance Solutions. In her role, Field oversees 75 Claim and Accounting Advocates, managing all premiums, claims and accounting for Aon’s diverse segments and clients. Field has an extensive background in all lines of property and casualty business involving treaty and facultative reinsurance contracts dating from 1945 through 2021. Field is an ARIAS•US certified arbitrator and a licensed attorney with over twenty-five years of significant experience in reinsurance and insurance coverage issues, arbitration and litigation.
ARIAS•US certified since 2007, Field has served as an arbitrator or umpire on more than thirty-five insurance and reinsurance arbitrations. She is also a Northwestern University trained and certified mediator.
Field served on the ARIAS U.S. Board of Directors from 2011 through 2017 and is currently the Chair of the ARIAS•U.S. Women’s Resource Committee. Field is a frequent speaker at various industry conferences. In 2015, 2016, and 2019 Intelligent Insurer honored Field as one of the “Top 100 Women In Reinsurance.”
Rob Douglas (firstname.lastname@example.org) is the CEO and Co-founder of Skopenow. He is a product and data enthusiast and an OSINT expert. Skopenow is an analytical search engine that uses social media and open web data to detect threat, risk, and fraud.
Armando AndradeExecutive Vice President, Claims Operation DivisionThe Best Claims Solutions
Armando joined the insurance industry in 2001 and is nearing the 20-year mark of working in the Property and Casualty field. He has attained two of the highest designations in the insurance community, CPCU and ChFC. At TheBest Claims Solutions, he has direct oversight of all operations related to our Claims Operation Division.
“I am inspired by being a role model to my children and a positive example for them to follow. Leadership gives me the opportunity to make an impact on the lives of others and leave a lasting legacy. It is a privilege to lead others and having the formal platform provides the opportunity to exercise great influence; but more importantly, the opportunity to give back because of what other leaders have done for me.”
Armando is married with three children. He also played collegiate football at Illinois State University.
As Senior Director of Product Management for Claims, Reshma is responsible for delivering new features and functionality in the cloud that leverages digital technologies, AI, and Embedded Analytics to help P&C insurers offer better customer experiences while lowering claims operating expenses. With a keen ability to understand her customers and deliver a product that delights, Reshma has led product management and product marketing efforts at Google, SAP and Siebel Systems prior to Guidewire. She began her career in technology consulting at Accenture. Reshma holds an MBA from Kellogg School of Management and a Bachelor of Science with Honors from UC Berkeley.
Meredith Barnes-Cook is the Global Head of Insurance at Ushur, a Customer Experience Automation™ platform that is transforming the customer journey - end to end across the insurance lifecycle - by understanding, orchestrating, and intelligently automating policyholder, member, agent, broker, and claimant interactions across all channels of communication. Meredith more than 30 years of insurance industry leadership experience spanning business systems, operations, and customer service. As an executive at Liberty Mutual and an industry consultant, she led countless digital and organization transformations across the enterprise to bring new insurance products, technology solutions and services to market, and provide a top-tier customer experience through the optimal balance of automation and people.
Bryan Falchuk is the Managing Partner of Insurance Evolution Partners, which advises carriers and their partners on how to navigate an evolving industry facing disruption and change. Bryan spent 20 years in insurance, including serving as Head of Claims for Hiscox USA, leading Growth for the InsurTech, Hi Marley, and as a consultant in McKinsey & Company’s insurance practice. He is a best-selling author and public speaker, including several TEDx Talks. His best-selling book series, The Future of Insurance: From Disruption to Evolution, shares case studies of legacy and startup carriers overcame the barriers to change we face in the industry to innovate and evolve, with the latest installment being released as part of this event.
Margaret Resce MilkintGlobal Insurance Practice LeaderDiversified Search Group
Margaret is a talent strategist, DEI champion and an evangelist for talent innovation, transformation and excellence.
Margaret’s 35-year executive search career has focused on insurance and healthcare in the C-suite (notably CEO, COO, CFO, Chief Actuary, CIO, CRO, Chief Medical Officers/Physician Executives) and in the boardroom on Director searches. She offers depth in the property and casualty, life, health, and reinsurance sectors, including insurtech. She has successfully conducted searches in disciplines such as actuarial, analytics, underwriting, claims, operations, risk, finance, investment, legal, technology, sales/distribution and marketing.
Margaret is Board Chair and Trustee for The Actuarial Foundation. She is a Board Member for the Museum of Broadcast Communications and for the Executive Sisterhood, an organization promoting female leadership in businesses. Margaret is also a member of the advisory council of UpspiralLeadership™, a custom leadership and organizational development firm. Additionally, she serves as an Advisory Council Member for the Women’s Business Collaborative and holds membership in the Chicago Finance Exchange (CFE) and the National Association of Corporate Directors (NACD).
Margaret is a champion for diversity, equity and inclusion (DEI) in the insurance industry and has been action-focused in her efforts. She served as the North America Co-Champion for Dive In, the global festival for DEI in insurance, growing the reach of the event since 2015. She co-founded the Women’s Insurance Networking Group, a platform for networking and career development among female and enlightened male insurance professionals. Margaret is the current U.S. Chair of ISC Group, a global business community for women operating in or involved with insurance. She chairs the Women in Insurance Initiative of Million Women Mentors/STEMconnector and is the recipient of their Champion of Industry Award. Margaret was honored to receive a 2020 President’s Award from the Society of Actuaries in recognition of her service to the actuarial community and for her advancement of DEI.
Margaret is an active pro-bono industry speaker, moderator, storyteller, mentor, podcast guest and thought leader on recruiting trends and career forecasting. She shares her insights and advice with industry publications, non-profit groups and universities as a guest lecturer and workshop facilitator.
Margaret received her bachelor’s degree in English with concentrations in French and marketing from the University of Illinois at Urbana-Champaign. Prior to her career in executive search, she was employed by Allstate Insurance Company of Northbrook, Illinois, where she first developed her passion for the insurance industry. Margaret is a native of the Windy City, a die-hard Cubs fan and proud of her Latinx roots.
Gina HardyChief Executive OfficerNorth Carolina Joint Underwriting Association (NCJUA)North Carolina Insurance Underwriting Association (NCIUA)
In 2012, Ms. Hardy was named Chief Executive Officer for the North Carolina Joint Underwriting Association (NCJUA) and the North Carolina Insurance Underwriting Association (NCIUA). The Associations collectively insure $100 billion in property exposures for 439,649 policyholders and are recognized as leaders in promoting resilient construction.
In 2021, Insurance Business American named Ms. Hardy as one of the Elite Women in the insurance industry.
Ms. Hardy has a BA from Emory University, an MBA from the John E. Weems Graduate School at Meredith College, and has the following designations: Chartered Property and Casualty Underwriter, Associate in Risk Management, Certified Insurance Counselor, Certified Risk Manager, and Associate in Claims.
Ms. Hardy was a keynote speaker for Guidewire’s International Information Technology Conference. She has also made formal presentations at the White House (OMB on Community Resilience); SMIFA Insurance Linked Securities Conference; and National Council of Insurance Legislators (NCOIL)
Ms. Hardy serves as Board Chair of PIPSO (Property Insurance Plans Services Office), and as member of the RMI Advisory Board of East Carolina University, Business School Board of Advisors for Meredith College; and Diversity and Inclusion Committee and Board of Advisors for Brantley Risk Insurance Center at Appalachian State University.