Pre-conference Interactive Workshop: Service Contracts 101 – An A-Z Primer to Understanding & Successfully Navigating the Complexities of Extended Warranties & Service Contracts | |
12:00 - 1:00pm |
Workshop Registration |
1:00 - 5:00pm |
Whether you are new to the industry or a seasoned professional, this workshop offers a foundational understanding of the industry and the supporting businesses that keep it running. This workshop will cover the main concepts of service contracts and extended warranties, key terms and definitions, fundamental principles that guide us, critical legal and compliance regulations, and real-world case studies with practical examples. Vehicle, Home, Consumer Goods and other Special Markets! Send Your Whole Team! See registration page for special team discounts!
This exclusive hands-on workshop will walk you through:
Join this exclusive interactive workshop where industry leaders present top of mind opportunities and challenges in an intimate program format. This new conference feature is your best opportunity to get questions answered on the spot, share winning solutions, lessons learned and challenges. Go home armed with information critical to your success. Workshop Leaders:Angie Breedlove Executive Director, Women of Warranty Ted DannerPrincipalDanner Automotive Consulting Jim MostofiChief Executive Officer Rely Home Dawn Taylor, SVPClient Management Domestic & General |
5:00 - 6:00pm |
Welcoming Reception Sponsored by |
7:00 |
Registration & Networking Continental Breakfast
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8:00 |
Chairperson’s Welcome & Introduction
Aaron Lunt,Shareholder,Meenan P.A. |
Expanding Market Share & Building Brand Loyalty |
8:10 |
Innovative Sales, Marketing & Distribution Channels: Consumer Trends and Behaviors
Jim Mostofi,Chief Executive Officer,Rely Home |
8:40 |
Voice of the Consumer Marketing and SalesJoin us for a dynamic and interactive session on Voice of the Consumer Marketing and Sales. We'll be incorporating a fun, game show to make learning about how focusing on customer experience can transform your approach and drive success, right from the experts who live and breathe it. This session promises to be both informative and entertaining. Don’t miss out on this unique opportunity to enhance your marketing strategies.
Kevin Krause,VP Client Management, Domestic & General |
9:10 |
Case Study: From Launch to 300K Customers in less than 1 YearHow Vivint Smart Home launched its first warranty program in less than 6 months, acquired 300K active warranty accounts in less than 1 year by providing immediate value to our customers through innovative product benefits and incentives to motivate our sales channels.
Mat Bickley,Senior Director Protection Plan Operations, Vivint |
9:40 |
Industry News Flash: Vehicle
Eric ArnumPublisher Warranty Week |
9:55 |
Networking Refreshment Break
Hosted by |
10:25 |
EV Extended Warranties – Product Design, Data, Availability, Batteries and More
Jeremy Richardson, FCAS, MAAA Actuary, Senior Vice President, Brown & Brown |
10:55 |
Increasing Close Rates in Retail: Bricks & Morter vs On-line
Angie Breedlove Executive Director, Women of Warranty |
11:25 |
Business Transformation – What Does it Take & How to Think About Your Business Differently
Moderator:Doug BellOwner/Principal Consultant, Doug Bell & Associates – Service Contract Consulting Panelists:Mark NagelvoortCEO,PCMI Donald BerryVP, Insurance – International OperationsGM Financial Tara Ferrier-KasicaSVP Sales Nation Safe Drivers Andy PetersonDirector, Risk and Financial Products Polaris Inc. |
11:55 |
Innovate, Impact, Inspire: Integrating ESG and Philanthropy for Sustainable Success
Samantha Jones, Business Development Leader, Assurant |
12:25 |
Networking Lunch
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Industry-specific Roundtable Discussion Groups |
1:25 |
Join one of these small group, highly interactive discussions to get your questions answered on the spot, generate innovative ideas and hear from your industry colleagues. A. Roundtable Discussion Group: Home & Appliance
Group Leaders: Eric Becker Senior Manager, Extended Service Plans, Whirlpool Stephen Kane SVP Client Management Domestic & General B. Roundtable Discussion Group: Mobile/Electronics
Group Leader: Ryan CatalanoSenior Corporate Counsel, LegalBest Buy C. Roundtable Discussion Group: Vehicle
Group Leader: Ty Halcomb, Voluntary Protection Products Technology Manager, Toyota Financial Services D. RFP WorkshopA collaborative discussion between clients, insurers, TPAs and other industry related providers -- A workshop aimed to drive discussion, visibility and perspectives from varying industry standpoints on continued applicability of RFPs in our industry. The goal of the discussion is to explore key components of an impactful response, different formats, and strategies for mutual support and improvement. Group Leader: Jennifer Blacklock, SVP Warranty Solutions Advisor Marsh |
Applications for AI & Other Technologies – What’s Working & Who is Doing What? |
2:45 |
Town Hall Discussion:
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3:30 |
Networking Refreshment Break
Sponsored by |
4:00 |
News Flash: Home & Appliance
Eric Arnum,Publisher,Warranty Week |
Staying Ahead of Technology – The Evolving Service Contract & Extended Warranty Industry |
4:10 |
AI in the Warranty Industry: Separating Hype from RealityA lot is being said about the application of AI. We’ll explore practical innovations and challenges such as the use of Generative AI for automation, fraud detection, personalization, enhancing customer support along with risk assessment and mitigation strategies. Aleem Lakhani CEO VectorSolv Inc |
4:40 |
Decoding Model Reliance: Trust, Validation, and Mitigating RisksDuring this session, we will address the challenges of navigating through a multitude of models and their insights. We will explore the crucial questions of trust and validation: how can we determine which insights to rely on and how can we ensure their accuracy? Additionally, we will examine the potential pitfalls and risks that may arise when working with these models, providing valuable insights to mitigate any potential issues. Mujtaba Gul Actuarial Manager Oliver Wyman Actuarial Consulting, Inc |
5:10 |
Warranty Industry Awards Nominees Announced!
With the assistance of our Awards Steering Committee, the following are the shortlisted nominees for the 2024 Warranty Innovation Awards. One of these companies or individuals will win in their category based on voting from the industry.
The following companies have the most significant reductions in their claims and accrual rates from 2022 to 2023. Woodward, Inc.Daktronics Inc. Brunswick Corporation Category 5: “Warranty Industry Champion” Category 5: “Warranty Industry Champion” – to recognize one individual who, in the eyes of their peers, contributed the most to the Warranty/Service Contract industry. Lansdon Robbins, Founder & Chairman, Armadillo Tim Meenan, Managing Partner, Meenan, P.A. Jim Mostofi, CEO, Rely Home |
5:30 - 6:30 |
Networking Reception
Sponsored by |
7:00 |
Networking Continental Breakfast
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8:00 |
Chairperson’s Remarks
Aaron LuntShareholder, Meenan P.A. |
8:05 |
Transforming the In-Home Repair Customer Experience through AI Technology Powered by Big Data
Pedro T. Rodriguez Chief Revenue Officer,Sears Home Services |
Spotlight on Home Warranty: Innovations -- Product Offering to Distribution |
8:35 |
Panel Discussion: Innovation in Home Warranty - from Product Offering to Distribution
Moderator:Dan TafelChief Development Officer,Ironwood Warranty Group Panelists:Clay Bodnarek EVP – Alternative Distribution,Bolt Solutions Matan SlagterFounder and CEOArmadillo Chrisie Dorton VP, US National Accounts and Business DevelopmentAIG |
Ensuring Compliance – Staying Informed |
9:10 |
Legislative and Regulatory DevelopmentsThis session will focus on recent legislative and regulatory changes and trends at both the state and federal level. An overview of service contract regulation will be provided and lead into a discussion of specific issues. Topics will include problematic state legislation, recent FTC activity, and what to look out for. We will discuss new laws passed in 2024 as well as what to anticipate in 2025. Travis Moore General Counsel, Service Contract Industry Council (SCIC) Bill Gunnison Legislative and Regulatory Counsel, Service Contract Industry Council (SCIC) |
9:50 |
News Flash: Mobile & Electronics
Eric Arnum Publisher, Warranty Week |
10:00 |
Networking Refreshment Break
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10:30 |
General Counsel Roundtable: What Key Legal and Regulatory Challenges Industry Leaders are Facing and Doing to Ensure Compliance
Moderator:Brian T. Casey, Esq.,Partner, Co-Chair of Regulatory & Transactional Insurance Practice Group, Locke Lord LLP Panelists:Ryan Catalano,Senior Corporate Counsel, Legal, Best Buy Brian S. Tretter,General Counsel, Rely Home Matthew Weil, President, American Guardian Warranty Services Andrew J. Weill, Principal, Weill & Mazer, APC |
Case Study Solutions to Successfully Launch & Manage a Service Contract/Extended Warranty Program |
11:05 |
Case Study: Success Ingredients to Select & Manage Partners to Create a World Class Service Contract Program
Are you considering creating a warranty program? Do you want to make changes to an existing program? Not sure how or where to start? Let’s explore several key steps for creating a world-class warranty program with a third-party partner. During this dynamic session, we’ll share learning points and experiences for creating and growing a successful warranty program.
Jennifer Reiss Manager, Customer Service, Consumer Extended Services BSH Home Appliances Corp, manufacturer of Bosch, Thermador, and Gaggenau |
Industry-Specific Roundtable Discussion Groups |
11:35 |
Join one of these small group, highly interactive discussions to get your questions answered on the spot, generate innovative ideas and hear from your industry colleagues.A.Roundtable Discussion Group: Home & Appliance
Group Leaders: Eric Becker Senior Manager, Extended Service Plans, Whirlpool Stephen Kane SVP Client Management Domestic & General B. Roundtable Discussion Group: Mobile/Electronics
Group Leader: Ryan CatalanoSenior Corporate Counsel, LegalBest Buy C.Roundtable Discussion Group: Vehicle
Group Leader: Ty Halcomb Voluntary Protection Products Technology Manager Toyota FinancialServices |
12:35 |
Conference Concludes
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