In a world where remote work is here to stay, building a strong virtual culture and providing effective feedback are essential for maintaining a productive and engaged workforce. This session delves into strategies for fostering a cohesive, motivated virtual team and ensuring consistent communication within a remote setting. Learn how to create a culture that reflects your organization’s values and mission, even across digital platforms. Attendees will learn best practices for delivering meaningful, constructive feedback in a virtual environment, tools for fostering collaboration, and tips to keep remote employees aligned and inspired. Perfect for managers and team leaders, this session will provide actionable insights to help QA organizations adapt to the demands of a virtual and hybrid workforce while maximizing performance.

As artificial intelligence continues to revolutionize the insurance industry, QA teams need a solid foundation to fully benefit from this technology. This session will explore how process intelligence—analyzing and understanding current workflows and practices—can help QA organizations assess their AI readiness and develop a realistic, impactful change strategy. Attendees will learn how process intelligence can reveal gaps, optimize workflows, and build future-state models that set the stage for successful AI integration. Attendees will understand how fostering AI literacy within their teams can help decipher relevant applications, avoiding hype and enabling focus on initiatives with the most significant impact. Participants will gain insights on launching fast, manageable pilot projects to test AI in real-world scenarios, keeping pace with rapid advancements in generative AI while aligning with their own business goals. Change management strategies will also be covered, including tips on communicating the use and benefits of GenAI to both team members and stakeholders, addressing potential concerns, and building transparency that fosters trust and encourages buy-in. This session is ideal for QA leaders and decision-makers looking to enhance their AI readiness while maintaining a grounded, strategic approach to adoption.

As the insurance industry becomes increasingly connected through IoT, mobile technology, and sensors, quality assurance (QA) programs must evolve to keep pace. In this session, we’ll explore strategies for building a QA ecosystem that not only meets today’s demands but also drives continuous improvement and supports long-term growth. Attendees will learn how to integrate cutting-edge tools and data sources, including new information, to provide deeper insights and enhance decision-making across claims and underwriting. This session will also focus on optimizing the QA toolset—ensuring teams are using their technology effectively, leveraging data to its full potential, and creating a seamless, interconnected QA process that aligns with the evolving insurance landscape. Perfect for QA leaders aiming to future-proof their programs, this session will provide actionable steps to move from reactive to proactive QA, delivering value that supports innovation, efficiency, and resilience across the organization.

As third-party administrators (TPAs) take on an increasingly crucial role in the insurance ecosystem, a robust quality assurance (QA) program has become essential. This session will explore why implementing QA practices is not just a regulatory safeguard, but a driver of operational excellence, client satisfaction, and competitive differentiation. Attendees will learn how QA can help TPAs minimize errors, ensure compliance, and deliver consistent, high-quality service across every claim. Through real-world case studies and actionable strategies, discover how a quality assurance program can strengthen client trust, enhance transparency, and empower TPAs to exceed client expectations in a rapidly evolving insurance landscape.

Join this rapid-fire panel session where we’ll cover as many topics impacting QA as possible. Where will AI go? How is QA going to start addressing Cyber? What are the biggest threats to QA programs? What are the biggest opportunities? Hear from industry experts and their bold predictions for the future of QA.

Quality assurance programs are most successful when they have strong support from leadership. In this session, insurance executives will share their perspectives on the value of QA and discuss how to build a culture where quality is prioritized across all levels of the organization. Attendees will hear from leaders who have championed QA initiatives and learn how to secure executive buy-in for QA resources, technology, and training. The session will cover strategies for demonstrating QA’s impact on organizational goals, aligning QA metrics with executive priorities, and communicating the importance of quality to drive long-term success. Perfect for QA professionals and managers, this session offers valuable insights on how to engage leadership as advocates for quality assurance and gain the support needed to enhance QA effectiveness and reach.

In today’s dynamic insurance landscape, mergers, acquisitions, divestitures, and reorganizations are becoming the norm. Such changes can disrupt established processes, create new compliance requirements, and impact team dynamics—posing significant challenges for quality assurance (QA) programs. This session will explore how QA teams can proactively adapt to organizational changes, ensuring continued consistency, accuracy, and alignment with business goals. Attendees will learn strategies for quickly integrating or restructuring QA practices, recalibrating metrics, and maintaining a strong culture of quality amidst change. Through real-life examples and expert insights, this session will provide actionable guidance on navigating transitions and ensuring QA remains resilient, adaptable, and impactful, even in times of transformation.

Every quality assurance program has room for improvement, and just as claims and underwriting files undergo quality control, so should QA programs themselves. This session will guide attendees through the process of auditing and enhancing their own QA frameworks to ensure they’re delivering maximum value for their organization. From identifying process improvements and recalibrating metrics to incorporate feedback loops and benchmarking against industry standards, participants will gain actionable insights to fine-tune their QA processes. Attendees will learn best practices for evaluating QA performance, setting improvement goals, and implementing a continuous improvement model that keeps QA efforts aligned with organizational priorities. Perfect for QA managers and team leaders, this session will provide the tools needed to take a step back, scrutinize existing QA efforts, and make impactful upgrades that drive stronger, more consistent results.

As the insurance industry undergoes rapid digital transformation, the role of Quality Assurance has never been more critical. This session will highlight how QA programs are integral to ensuring the success of digital initiatives, far beyond just managing audits and the derived data. We will explore how modern QA practices contribute to smoother technology integrations, better customer experiences, and improved operational efficiency. With the right strategies in place, QA can be a catalyst for innovation, helping companies adapt to new technologies, streamline processes, and maintain regulatory compliance in an increasingly digital world. Join us as we break down the evolving scope of QA in digital transformation, focusing on the human and technological elements that shape the future of quality in insurance. Learn how to shift from traditional QA practices to a more holistic, future-focused approach that not only delivers actionable insights but enhances every facet of your digital journey.

Exceptional customer service is a cornerstone of a successful insurance organization, and quality assurance (QA) can be a powerful tool for enhancing both service delivery and customer satisfaction. This session explores proven QA strategies that enable Underwriting and Claims teams to better understand customer needs, identify service gaps, and implement continuous improvements. Attendees will learn how to leverage QA practices to standardize service processes, reduce errors, and cultivate a customer-centric culture. Panelists will share practical approaches and real-world examples and participants will gain insights into building a QA framework that proactively addresses customer pain points, promotes positive experiences, and fosters loyalty. Ideal for QA professionals and QA leaders tasked with implementing a client-centric QA program, this session provides actionable steps to elevate service quality and drive meaningful, measurable improvements in customer satisfaction.

Making real-time decisions is essential for maintaining efficiency, mitigating leakage and delivering on customer satisfaction. However, to ensure that these decisions are both accurate and effective, it’s crucial to understand the distinction between Quality Assurance (QA) and Quality Control (QC) and how they complement each other in the claims and underwriting process. This session will delve into the fundamental differences between QA and QC, shedding light on their unique roles in ensuring consistent quality, compliance, and accuracy in claims handling and risk selection. This session will explore how QC focuses on building proactive, preventive measures to improve processes, while QA is more reactive, identifying and correcting defects after they arise as well as providing a holistic picture to identify trends and process improvements. Attendees will gain valuable insights on how these two functions can work in harmony to support real-time claims decisions, enhance workflow efficiency, and minimize errors. Join us to learn how integrating QA and QC best practices and effectively can lead to faster, more reliable claims resolutions and risk selections.

In an environment of evolving regulations and increasing scrutiny, proactive quality assurance (QA) programs are essential for ensuring compliance and reducing risk. This expert panel will bring together regulatory and QA leaders to discuss how a forward-thinking approach to QA can keep your organization ahead of compliance challenges. Attendees will gain insights into the latest regulatory trends impacting the insurance industry and learn how robust QA practices can support audit readiness, streamline reporting, and minimize compliance gaps. Panelists will share best practices for embedding compliance into the QA process, utilizing data to identify potential issues early, and fostering a culture of accountability. This session is ideal for compliance officers, QA leaders, and anyone involved in risk management, offering practical strategies to build a QA program that not only ensures quality but also safeguards your organization’s regulatory standing.

Leakage remains one of the most debated metrics in the insurance industry, with many viewing it as a key indicator of both financial performance and claims quality. But is it truly the most important metric for QA programs to focus on? In this session, we’ll dive deep into the concept of leakage, examining its role in quality assurance and its impact on an organization’s bottom line. Attendees will learn how to accurately measure leakage, understand the factors that contribute to it, and explore its relationship with other QA metrics. This session will provide a balanced perspective on whether leakage should be a primary focus or part of a broader, more holistic approach to QA measurement. Perfect for QA professionals and claims managers, this discussion will help you refine your metrics strategy to enhance both quality and financial outcomes.

Artificial Intelligence (AI) and Natural Language Processing (NLP) are poised to revolutionize quality assurance in the insurance industry, helping carriers gain insights faster and make smarter, data-driven decisions. In this session, attendees will explore a real-world example of how AI and NLP were applied to streamline observations in QA reviews, identify trends, and extract actionable insights from unstructured data. Learn how these technologies help QA teams move beyond data collection to uncover the “so what” – the key insights that drive impactful improvements in claims handling and customer service. This session is ideal for insurance professionals interested in understanding the practical applications of AI in QA and how these tools can enhance speed, accuracy, and decision-making in their organizations.

With the rising volume and complexity of insurance claims, quality assurance teams are challenged to identify the most impactful files for review. This session introduces predictive file selection and scoring as transformative tools for prioritizing high-impact files, improving accuracy, and driving better outcomes in claims management. Learn how data-driven, predictive file scoring can streamline QA processes by highlighting cases with the greatest risk or potential value. Through insights into advanced scoring models and real-life applications, attendees will discover how to allocate resources more strategically, reduce processing times, and enhance the quality of file review outcomes. Perfect for QA leaders seeking innovative approaches to boost precision and efficiency in claims auditing, this session will provide the tools to help you focus on what matters most.

Calibration is essential for creating consistency, accuracy, and fairness in any QA program. This session will explore the importance of calibration in aligning QA teams, establishing clear evaluation standards, and ensuring that every claim is assessed with the same level of scrutiny. Attendees will learn best practices for implementing regular calibration sessions to reduce subjectivity, improve reviewer accuracy, and enhance overall QA efficiency. The session will also cover methods for addressing discrepancies in scoring, promoting open feedback, and fostering a collaborative QA environment. Designed for QA managers and team leads, this session provides the tools to build a strong, calibrated QA foundation that drives reliable and actionable insights across the organization.

Claims complexity can be a major challenge for insurance organizations, often leading to inconsistencies, prolonged processing times, and errors. In this session, we’ll explore how simplifying questionnaires can streamline the claims review process, improve accuracy, and enhance the overall quality of assessments. Attendees will learn best practices for designing clear, concise questionnaires that target essential information without overwhelming reviewers. Discover how simplifying questionnaires can lead to more consistent evaluations, reduce reviewer fatigue and accelerate audits. This session will provide insights into building an efficient, user-friendly questionnaire framework that helps QA teams conquer complexity and improve claims outcomes. Ideal for claims managers and QA professionals, this session is a must for anyone looking to elevate the effectiveness of their claims quality assurance processes.

This workshop will give a brief overview/lesson on what a focused questionnaire is and when to use a focused questionnaire. Carriers will then be given the opportunity to collaborate with other carriers who are potentially interested in focused QNR’s and can learn from each other how they think focused QNR’s can help their business

Quality assurance processes are essential for maintaining accuracy and compliance, but they can often be time-consuming and resource intensive. In this session, we’ll explore how artificial intelligence (AI) is transforming QA by automating routine tasks, delivering efficiency gain that add up, and uncovering actionable insights—all while reducing manual effort. Attendees will learn how AI tools can streamline workflows, enhance decision-making, and optimize resource allocation, allowing QA teams to focus on the most critical cases and reduce turnaround times. We’ll demonstrate how insurance organizations are using AI to identify inefficiencies, improve accuracy, and maximize productivity across the QA process. This session is ideal for QA leaders and insurance professionals seeking to leverage AI to boost efficiency, save costs, and drive quality improvements that benefit the entire organization.

Choosing the right structure for your QA function can be critical to its success, but how do you know when it’s time to centralize or decentralize? This session explores the pros and cons of both centralized and decentralized QA models, helping attendees assess which approach best aligns with their organization’s goals, structure, and operational needs. Participants will learn the key factors that influence this decision—such as company size, geographic distribution, and regulatory requirements—and discover when it might be time to transition to a different model. This session will cover the benefits of centralized consistency versus the agility and local alignment of a decentralized approach, as well as strategies for implementing and managing each model. Ideal for QA leaders facing structural challenges or planning organizational changes, this session offers a roadmap for building a QA function that’s adaptable, effective, and scalable.

Join this new way to network: speed networking. This round-table session enables access to fellow IQA attendees to learn from each other, share best practices and gain new ideas. We’ll provide the prompts (from AI to questionnaire management and scoring to peer-to-peer auditing) or bring your own topic!