2:30 – 5:00 p.m.

Please pick up your badges and conference materials.

Location: Marriott Long Wharf Conference Center

5:00 – 7:00 p.m. 

Location: Marriott Boston Long Wharf Harbor View Ballroom

8:00 – 9:00 a.m.

8:00 – 9:00 a.m.

9:00 – 9:15 a.m. 

Ashley Deveny, Chief Market Officer – Athenium Analytics

9:15 – 10:00 a.m. 

Jordan Foley, President – Athenium Analytics

Type:

Presentation

QA teams play a critical role in ensuring carriers are meeting and exceeding customer expectations, complying with regulatory requirements and identifying every improvement opportunity. They are helping overcome key challenges faced by organizations in the face of economic uncertainty, such as budget constraints and changing customer needs. Let’s dive into why a strong QA function enables business resilience and customer satisfaction and drives business improvement & growth. This session will give you key insights into how you position your QA programs as business-critical partners in your organizations.

10:00 – 10:45 a.m. 

Dr. Ellen Cousins, Chief Innovation Officer – Athenium Analytics

Lindsay Gray, Chief Product Officer – Athenium Analytics

Type:

Fireside Chat

Predictive analytics are all the rage, but what’s actually going to truly impact and empower QA organizations and deliver real, scalable results? How can we better analyze data and identify patterns that can be used to anticipate and predict audit outcomes, root causes and improvement opportunities? We’ll discuss the various types of predictive analytics tools and techniques used in quality assurance today, where the industry is headed and how you can get there first! Leave with a better sense of what you can achieve with new capabilities and opportunities to implement within your organization.

10:45 – 11:15 a.m. 

11:15 – 12:00 p.m. 

Panelists:

Charlie Sidoti, Executive Director – InnSure

Daniel Robosky, Principal – Robosky Consulting

Moderator:

Lindsay Gray, Chief Product Officer – Athenium Analytics

Type:

Fireside Chat

The insurance industry is being asked to address and adapt to a constantly changing risk environment and the market is demanding carriers innovate, grow and thrive despite increasing risk exposure. In this fireside chat, we’ll hear from panelists who are facing the challenges head on and discuss what the future holds for carriers who are addressing the way products and services are created and delivered to adapt to these changing risks. This fireside chat aims to foster a deeper understanding of opportunities in addressing climate-related challenges and contributing to a more sustainable and resilient future for policy holders.

11:15 – 12:00 p.m. 

Todd Firth, Customer Success Manager – Athenium Analytics

Gail Matteson, UW Quality Consulting Director – CNA

Type:

Workshop

In today’s data-driven world, carriers who effectively collect, analyze and fully leverage their data have a significant advantage. This engaging workshop will ask participants to identify and uncover ways to fully leverage QA data and gain insights that can improve business performance and drive process improvements. Attendees will leave with actionable insights and strategies they can implement to power QA analytics in their organization.  

12:00 – 1:15 p.m. 

1:15 – 2:00 p.m. 

Justin Gress, Chief Operations Officer – Vantage Risk

Type:

Presentation

How has starting from scratch allowed Vantage to think about quality differently? This presentation will share a brief story of Vantage and what being a startup has allowed us to do: build from scratch and address challenges early. This presentation uncovers what the market expects from an insurance startup, i.e., good technology with no patience for errors on submissions, policies, etc. This presentation will highlight how Vantage has built a team focused on training & quality and how they define the Quality Journey – where we are, where we are going next, how do we know if it’s working and where do we get feedback? 

2:00 – 2:45 p.m. 

Panelists:

Doug Reiners, QA Compliance Business Analyst – American Family

Tim Fenlon, Claims Quality Assurance Leader – Westfield

Carrie Higgins, AVP, Corporate Underwriting – Everest Re

Moderator:

Josh Watkinson, Sr. Director Program Management – Athenium Analytics

Type:

Panel

Change is often necessary to improve a company’s processes and outcomes, but it can be difficult to implement. How can we elevate the value of QA by removing organizational barriers and embracing change? This panel will discuss the process of identifying and addressing common barriers to change, such as resistance to new ideas or fear of failure. QA programs must constantly work to amplify the value and insights they deliver in their organizations. Learn strategies for reporting, communicating and championing QA insights to foster a culture of innovation and continuous improvement. 

2:45 – 3:00 p.m. 

3:00 – 3:45 p.m. 

Panelists:

D.J. Bettencourt, Commissioner – NH Insurance Department

Jared Kosky, Deputy Commissioner – CT Insurance Department

Moderator:

Geoff Moore, Sr. Customer Success Manager – Athenium Analytics

Type:

Panel

Changing the perception of QA teams can be a difficult task. Often times these teams are seen as identifiers of problems, issues and negative outcomes. Cultivating culture can be a direct result of what is done, or not done, in an organization. Support and Feedback should both be utilized as a culture builder, and not destroyer. Presentation of QA information is key to understanding the data trends and how they can help internal teams, versus using them to only raise negative outcomes, performance failures and issues. We will explore the difference in theories using the trends found in QA data to innovate processes, streamline handling and improve overall health of the organization as a way for QA organizations to change the perception of their program and create opportunities to be collaborators, innovators and partners. This sessions will empower you with actionable insights to take back to your organization, enabling you to implement new strategies and cultivate your own quality-focused culture.

3:45 – 5:00 p.m. 

Tony Canas, Chief Motivational Officer – Insurance Nerds

Type:

Presentation

QA is a critical aspect of any organization, and it can be approached through both people and processes. People-focused QA involves hiring and training employees who are skilled and knowledgeable in those practices. These individuals are responsible for ensuring that products or services meet predetermined quality standards or internal practices. They may perform inspections, conduct audits, and identify areas for improvement. People-focused QA is often associated with a culture of quality, where all employees are responsible for maintaining and improving quality. Process-focused QA involves developing and implementing quality control processes that ensure products or services meet predetermined quality standards. These processes may include quality control checks, product testing, and quality management systems. Process-focused QA is often associated with a standardized approach to quality, where quality is built into the product or service from the beginning. Both people and processes are important for an effective QA program. People can identify issues that processes may miss, while processes can provide consistency and reliability in QA practices. Ultimately, a combination of people and processes is often the most effective approach to QA. 

6:00–8:30 p.m. 

8:00 – 9:00 a.m. 

8:00 – 9:00 a.m. 

9:00 – 9:15 a.m. 

Ashley Deveny, Chief Market Officer – Athenium Analytics

9:15 – 10:00 a.m. 

Panelists:

Matt Owen, Global Head of Claims QA, Governance & Training – AIG

Daniel Garrison, VP, Quality Improvement, GRM U.S. Claims – Liberty Mutual

Tom Delac, Underwriting Practices Leader – Westfield

Tracey Kamenash, AVP Middle & Large Commercial Underwriting – The Hartford

Moderator:

Ashley Deveny, Chief Market Officer – Athenium Analytics

Type:

Panel

Let’s dive into the three pillars of a successful QA programs – people, practices and platforms. This session is specifically designed for QA professionals looking to improve their processes and increase efficiency. Together when combined, a balanced focus on the people in your program, best practices you’ve implemented and platforms or tools you leverage can create a robust and successful QA program. Whether you’re new to QA or looking to improve your current processes, this session will provide valuable insights and practical tips for combining these three key ingredients to a successful QA program. 

10:00 – 11:00 a.m.

Terri Boyd, Customer Success Manager – Athenium Analytics

Ashaar Zafar, Customer Success Manager – Athenium Analytics

Type:

Workshop

In today’s data-driven world, carriers who effectively collect, analyze and fully leverage their data have a significant advantage. This engaging workshop will ask participants to identify and uncover ways to fully leverage QA data and gain insights that can improve business performance and drive process improvements. Attendees will leave with actionable insights and strategies they can implement to power QA analytics in their organization. 

10:15 – 11:00 a.m.

Carrie Higgins, AVP, Corporate Underwriting – Everest Re

Geoff Moore, Sr. Customer Success Manager – Athenium Analytics

Type:

Fireside Chat

Multi-line policies, i.e. “package policies” are a familiar component in Commercial Underwriting.  This involves creating a policy of combined coverages meeting the needs for many aspects of a customer’s business. Typically, the parts of the package cross multiple Line of Business (LOB) and coverages within those LOBs. When attempting to create a holistic view of a customer’s package policy, each component part must be identified and individually audited to determine whether any one part is contributing to an adverse result, either for the carrier or the customer. This can be time consuming and difficult to reconcile. This session will present the current state for most carriers and propose a new solution providing increased productivity and more complete quality review results with indicators targeted at specific areas for improvement in the Package Policy. Further, it will outline the internal conditions and inputs required for success. 

11:00 – 11:15 a.m. 

11:15 – 12:00 p.m. 

Panelists:

Justin Gress, Chief Operations Officer – Vantage Risk

Grace Hanson, Principal – Seagull Cognition LLC

Moderator:

Jordan Foley, President – Athenium Analytics

Type:

Presentation

Quality Assurance teams play a pivotal role in ensuring the delivery of high-quality insights and business intelligence across their organizations. However, understanding the expectations of internal stakeholders, particularly from the executive and leadership teams, is essential for QA – to align their efforts with broader business objectives and positively impact their organization. This panel will dive into the crucial dynamics between QA teams and organizational leadership. We’ll explore stakeholder needs, the importance of strategic alignment, effective communication and how the QA team can be a go-to partner for leadership when it comes to identifying opportunities for improvement and success. 

12:00 – 1:15 p.m.

1:15 – 2:00 p.m. 

Julie Markert, Sr. Director Customer Success – Athenium Analytics

Type:

Presentation

How can we streamline QA audit questionnaires to improve efficiency and effectiveness? Many organizations have overly complex and lengthy QA audit questionnaires, which can lead to inefficiencies and too much time spent reviewing and still, the results and insights don’t scale. There are many benefits of simplifying questionnaires, including decreasing time spent on single reviews, stronger, more focused insights and the ability to increase the volume of files being reviewed. Discover how you can create more targeted questions and reduce – or better yet, eliminate – redundant or irrelevant questions. 

2:00 – 2:30 p.m. 

2:30 – 3:30 p.m. 

Christina Guzman, Sr. Director Customer Success – Athenium Analytics

Type:

Workshop

What makes a QA program “best in class” and how do you get there? Is creating a best-in-class program an evolution of small tactical steps or a revolution with big sweeping changes and strategies? Maybe a little bit of both? Where else but in Boston can we workshop the revolution of Quality Assurance? This workshop will guide participants through an exercise to identify actionable steps to maintain or develop a best-in-class QA program – a program that empowers your organizations to deliver results, realize process improvements & drive business performance.  Quality assurance is essential for any business that wants to ensure customer satisfaction and maintain a competitive edge.  While every organization may be different and unique in many ways, there are consistent best practices that define the best performing QA programs in the industry today. 

3:30 – 4:15 p.m. 

Carly Burnham, Co-Founder & Advisory Board Member – Insurance Nerds

Type:

Presentation

Changing the perception of QA teams can be a difficult task. Often times these teams are seen as identifiers of problems, issues and negative outcomes. Cultivating culture can be a direct result of what is done, or not done, in an organization.  Support and feedback should both be utilized as a culture builder, and not destroyer.  The positioning of QA information is key to understanding the data trends and how they can help internal teams, versus using them to only raise negative outcomes, performance failures and issues.  This session will explore the ways for QA organizations to change the perception of their program and create opportunities to be collaborators, innovators and partners. This session will empower you with actionable insights to take back to your organization, enabling you to implement new strategies and cultivate your own quality-focused culture. 

4:15 – 4:30 p.m. 

8:00– 9:00 a.m. 

9:00 – 10:30 a.m

9:00– 12:00 p.m. 

Please reach out to your Customer Success Manager or Sales Rep to schedule

9:00– 10:30 a.m. 

12:00– 1:00 p.m.