Awesome Claims Customer Service

This session is a staple of the Claims Education Conference, and always the most popular workshop. It will appeal to claims professionals of all levels of experience and expertise.

Most claims people know the customer rarely recognizes outstanding customer service during the claims process because they are so worried about the outcome. Because of this, it is extremely important for claims professionals to be able to recognize and deliver outstanding customer service without the acknowledgment of the customer along the way.

In this session, participants will understand the basics of providing high quality customer service, learn proper telephone techniques, gain insight into understanding what individual customers need, manage the customer's perception, as well as understand the essential role customer service plays in the success of the claims department.

The Think/Feel Negotiation Strategy. The Key to Knowing What People Want.

Sometimes the biggest battle in the negotiation process is just trying to figure out what the other person really wants. Very often, it's not just money. When you make an offer, and the other person refuses, rather than showing them they are wrong, it may be better if you can show them you might be right. But that takes knowing the right strategy.

Finding out what the other person wants; acknowledging their point of view; building a bridge from their point of view to yours; gaining an agreement for them to consider your point of view; and then presenting your facts in a way that does not conflict with their point of view are all steps many great negotiators swear by. This session will outline those steps and provide practice opportunities to sharpen those negotiation skills.

Teambuilding Games

Back by overwhelming demand, this session comes with a warning: If you sign up for this session, you will be active and just may have fun.

Sure, taking your team out for bowling and a few drinks is fun. To many, that's teambuilding. But how many times has that taught them to understand the need to deliver accurate information to another team member? Or made them go out of their way to help someone else on the team when things get busy?

In this session, we will discuss, and even demonstrate (with class participation!), some effective teambuilding games and activities that you can use with your staff or the team you lead.

Motivating Employees: One Size Fits One

Even though you can't open a trade magazine without seeing articles touting the importance of motivating OTHERS, there is something missing! 'One Size Fits One' adds an important layer to those numerous philosophies regarding motivating OTHERS. Just think about the brain power we dedicate to motivating others - the energy we spend would light New Orleans! Our minds whirl and spin, endlessly devising complex mind games to motivate employees and trainees (maybe even our family!).

One Size Fits One' means I can motivate you only if I understand you, and you can motivate me only if you understand me. Everyone is different. The most important person in motivating me is ME!

Come learn what is important and what intrinsically compels an individual to work hard. 'One Size Fits One' shows how to ask the right questions, 'clamp it shut' and listen, then use what is learned.

Critical Thinking for Claims: 10 Pitfalls to Watch Out For

Claims people are taught that they should make good decisions based on cautious review; work through problems to find the best answer; stay focused on the real issues; and apply critical thinking to decision making. That requires some training, which is often not provided. The first step toward making good decisions based on sound critical thinking is to avoid the pitfalls of non-critical thinking.

This session will teach attendees the 10 most common critical thinking errors and how to avoid them when considering statements made by witnesses, weighing credibility of proof being supplies by customers, and even analyzing coverage. These pitfalls include: Making things too simple; Using facts that are irrelevant; Making a case based on no facts to the contrary; Making a case for the masses; Begging the question; Attacking the messenger; The slippery slope; Ignoring painful information; Falsely championing a cause and effect; and Creating a straw man.

Dine-Around New Orleans Featuring the Restaurants of Emeril Lagasse

Everyone knows New Orleans is home to some of the greatest chefs in the country. One of the most famous is Emeril (Bam!) Lagasse: television star, philanthropist, and restaurateur. I have the great pleasure of knowing Emeril not only as one of the great all time chefs, but also as a neighbor and friend.

Please join us this year for our annual Dine-A-Round event which will feature three of Emeril's restaurants right here in New Orleans and within walking distance of the conference hotel. As part of the event, you can choose a fabulous dinner with friends and coworkers at one of three terrific restaurants. I hope to see you there!

~ Carl Van

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Participants will order off the menu and pay for their own meal and drinks as well as gratuity (automatically added to the bill at some locations). Each person attending our Dine-A-Around at any of these fine restaurants will receive a special personally autographed gift from Emeril, courtesy of International Insurance Institute, Inc.

Emeril's New Orleans, 800 Tchoupitoulas St., New Orleans, Louisiana

Chef Emeril Lagasse's founding restaurant, Emeril's New Orleans, gave Lagasse a star reputation as a rising New Orleans chef, host, and restaurateur. Located in the heart of the Arts & Warehouse District, Emeril's New Orleans features Emeril's famous signature dishes. www.emerils.com/restuarants

NOLA 534 St. Louis Street, French Quarter, New Orleans, Louisiana

Get ready for an unforgettable night of French Quarter vibrancy at Chef Emeril Lagasse's NOLA Restaurant, where you'll find a menu that provides the charm of fine dining and an atmosphere reflecting the energetic flare that has made Lagasse famous. www.emerils.com/restuarants

Emeril's Delmonico 1300 St. Charles Avenue, New Orleans, Louisiana

Located in the historic lower Garden District and overlooking the famed St. Charles Avenue, Emeril's Delmonico continues the legacy of Creole dining. www.emerils.com/restuarants

Each year Ann and I are proud to be part of Emeril's Carnivale du Vin, supporting The Emeril Lagasse Foundation which seeks to inspire, mentor and enable all young people, especially those from disadvantaged circumstances, to realize their full potential as productive and creative individuals. Please consider attending this wonderful event. For more information, please visit www.carnivaleduvin.com. ~ Carl Van

Making Your Point: Communicating EffectivelyWith Anyone

Trust, Cooperation, Understanding, Acceptance. Without these positive attitudes about differing behavior, your organization can be brought to its knees by internal conflict and customer dissatisfaction. With them you can be more productive and competitive than ever before.

This program is based on the Platinum Rule Behavior Model, and uses a selfscoring learning instrument as a road map to more effective interpersonal communications. Self-awareness is the first step to building and sustaining interactions with others, internally and externally with policyholders, claimants and attorneys. In today's program we use a sample of the feedback report participants actually receive and go through the analysis, self-improvement strategies and coaching to help participants reach their full potential. The program uses real life case situations to both reinforce and apply concepts.

Time Management for Claims

Have you been to your share of Time Management courses? Are you using any of the techniques? Probably not many. Why not? Because they were generic in nature and either do not work for YOUR job or you don't have the time to try them.

This session includes real-life scenarios geared specifically toward claims. Many time management issues arise because of demands that are specific to the Claims environment. Participants will be involved in group discussions, role-plays, team exercises and self-evaluations.

Participants use their own issues and barriers in problem solving exercises to focus on results oriented activities. The goal is that participants leave with some very practical methods of improving time management that they can put into place right away, as well as some methods that require further explanation and training.

Building the Guiding Team: The Key to Successfully Managing Change

One of the fundamental elements of managing change well is to pick a group of individuals who will help you with change implementation. Many leaders think the right way to do that is to pick only people who agree with the change, or who like change. Unfortunately, those people alone lack the credibility that is necessary to get everyone on board.

Some people can become annoyed, upset, or downright emotional when faced with change. It gets even worse when it is enforced by the organization. Learn how to get the right people in place with the right emotional commitment and the right mix of skills and levels.

11:30am - 5:30pm | Golf Tournament at English Turn Golf Course

English Turn is serious about its golf. The highly manicured greens, meandering lakes, and magnificent Plantation Style Clubhouse make golfing at English Turn a matchless experience.

This Jack Nicklaus designed Par 72 Championship Golf Course presents a unique challenge to golfers of any skill level. Water comes into play on every hole. Norman. Faldo. Love. Couples. They've all taken a swing at English Turn's 7,078 - yard track and come away with a bit more respect for the award-winning Jack Nicklaus designed 18-hole layout.

A private coach will pick up golfers from the Hilton New Orleans Riverside and bring them to English Turn Golf Course where you will enjoy lunch and a full day of golf at this championship golf course.

Cost:$150.00 per person includes greens fee, cart, range balls, box lunch and transportation to and from the golf course

12:00pm - 5:00pm | New Orleans Cooking Experience

Learn the secrets and the history of classic New Orleans cuisine in beautiful antebellum surroundings! A private coach will pick you up at the Hilton New Orleans Riverside and bring you to the New Orleans Cooking Experience. This class will celebrate traditional Creole and Cajun recipes and you will learn to cook authentic Louisiana cuisine in a focused, spirited class held in a residential style kitchen. Following your cooking class you will enjoy a seated, served dinner party style meal in a charming private dining room.

Cost: $200.00 per person includes transportation, personalized instruction, wine service, complete recipe packets, a tour of the 17th century plantation house and dining.

12:30pm - 3:30pm | Horse and Carriage through the French Quarter

We will begin by meeting as a group at the Palace Cafe where classic and contemporary Creole cuisine is served every day at this lively New Orleans fixture located at the entrance to the French Quarter.

After lunch, you will be picked up at the Hilton New Orleans Riverside Hotel by horse and carriage and your guide will take you through some of the oldest streets in the United States. We'll ride past romantic courtyards, charming antique shops and galleries and elegant homes. You'll glimpse life like it was a century ago through the lingering charm of the Old World. In addition to historic homes, you'll also see such noted landmarks as the historic French Market, the country's oldest open air market; St. Louis Cathedral, the country's oldest basilica; the Pontalba Apartments, the oldest apartment buildings in the United States; and many other historic sites. The entire French Quarter has been placed on the National Register of Historic Places and it's quite interesting to see. We'll even stop for a drink at famous Lafitte's Blacksmith Shop

Your chariot awaits to take you through the mystique of the French Quarter!

Cost: $75.00 per person for the tour (guests pay for lunch at Palace Cafe and drinks at Lafitte's on their own).

12:30pm - 5:30pm | New Orleans by Water and Wheel

The adventure will begin at Drago's located in the Hilton New Orleans Riverside. Drago's sets the standard for seafood dining - its peerless charbroiled oysters are the centerpiece of a menu that offers innovative food and classic platters with equal skill - all with a distinctly New Orleans flavor.

After lunch, the private coach bus will drop you off on the banks of the Mississippi where you'll board a Paddlewheeler and cruise down the river through one of the busiest ports in the United States. The Riverboat will take you on a cruise into the history of New Orleans as it relates to the Mighty Mississippi. The captain's live narration will point out the many sights of interest along the famous River. On board are fully stocked bars for which you will receive two complimentary drink tickets. There is also a gift shop for your pleasure.

Following your riverboat cruise, the coach will pick you up for your next adventure. During this experience, you will come to understand New Orleans' history, geography and famous charm through the perfect introductory tour in your climate controlled mini coach. You will be able to look at a few of our many neighborhoods and get a glimpse of how we live. You'll see the French Quarter, Marigny and Central Business District/American Sector.

Cost: $95.00 per person for the tour (guests pay for lunch at Dragos on their own).

Dealing with Difficult Customers: How to Effectively Deal with Snide Comments and Angry People

Claims professionals sometimes place barriers (or fail to remove obstacles) to settlement simply because they do not recognize they are in a negotiation process.

This can be as simple as when they are asking a customer to cooperate. Most of us in claims will not recognize that when a customer makes a snide comment, such as, "Thanks for calling - finally," the customer is actually asking for something. We take it as an attack, and generally it is not! It is a request.

For example, some people make snide comments when they are irritated. For those people, it is important to recognize what they want when they make the snide comment. They don't want you to admit a mistake. They don't want you to say you are not worthy of them. They do not want you to admit you are horrible person. What do they want? You'll be surprised. Come learn how to deal with this issue, and make your job much easier.

This session will focus on the four options to dealing with a snide, aggressive or attacking comment, and how to gain trust from that difficult customer.

Litigation Management

Claims in litigation require more time, more expertise and more money to resolve. Effectively managing a case in litigation is paramount to maintaining an effective claims branch. Too often, claims people get bogged down with the numerous tasks involved in the process and fail to realize there are many opportunities for resolution along the litigation path.

This session will guide you through the mechanics of litigation while emphasizing how to effectively analyze settlement opportunities at critical junctures. We will discuss pre-litigation settlement strategies, impediments to resolution, setting a litigation plan, and cost analyses. Other topics include managing your defense counsel and keeping the insured informed.

You will walk away from this session with a new sense of control over an arduous process and be ready to use the new tools and skills you have learned to effectively get to resolution.

Closing Comments and Lunch

Carl Van, President & CEO, International Insurance Institute, Inc.

Details

Sticking around after the conference to enjoy New Orleans? Consider joining us for a tour of antebellum homes in Louisiana's Plantation Country on Historic River Road. Offering you a unique, historical glimpse into the resplendent world of Southern Plantation life, the tour includes a private coach, guide and admission to both the Laura Plantation and the Houmas House Plantation. The group will also make a stop in front of Oak Alley, "The Grande Dame of the Great River Road" for a perfect photo opportunity.

Cost: $120 per person