Agenda

Monday, September 23, 2024: 1-5 p.m.
Pre-conference Interactive Workshop: Service Contracts 101 – An A-Z Primer to Understanding & Successfully Navigating the Complexities of Extended Warranties & Service Contracts
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:

  • Organizing your team to operate service contracts
  • A clear vision of various roles and responsibilities in sales and administration of warranties
  • Organizational ideas of how to structure the team
  • Understand the intricate network of players in the industry and the integral role each plays – from Underwriters, OEMs, and TPAs to Obligors and everything in between
  • Identify workflow processes in your company across all departments and individuals involved in developing and executing a successful extended warranty & service contract program. Who does what? How can you work most effectively as part of this cross-functional team?
  • Product design including: product economics, compliance, terms and conditions and servicing models
  • Product distribution including: distribution channels, sales and marketing options, and pricing models
  • Options to address the migration from point-of-sale transactions to digital
  • Applications for artificial intelligence (“AI”)
  • Partnering with innovative third parties to maintain cutting edge legal, compliance and customer service excellence
  • Gain insights on solution providers and how to effectively choose and manage these partners
  • Find out about key challenges and opportunities to grow and expand market share in all industries: consumer goods, auto, home, appliance, electronics and other special markets
  • 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

4:00 - 5:00pm

Welcoming Reception Sponsored by

Tuesday , September 24, 2024
7:00

Registration & Networking Continental Breakfast

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

  • Innovations and Trends in Traditional Selling Channels.
    • Point of Sale
    • On-line
    • Affinity Channels
    • Credit Cards & Financial Institutions
  • Industry Changes
    • Home, Appliance, Mobile, Electronics and Furniture
    • Auto including EV Battery, Charging Accessories, and Opportunities in Autonomous  
    • Others including Utility Line, Jewelry, Medical, Pharma  
  • Direct to Consumer Update
  • Harnessing Technology to Maximize Attachment Rates and Opportunities
  • Subscription Models: Cost, structure, profitabiity

Jim Mostofi,Chief Executive Officer,Rely Home

8:40

Voice of the Consumer Marketing and Sales

Join 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.

  • Focusing on Customer Experience: Learn how prioritizing customer experience can transform your marketing and sales approach.
  • Hear from the US Consumer: Gain insights directly from US consumers about their current thoughts and behaviors.
  • Strategic Actions for Success: Discover actionable strategies to conquer consumer challenges and build a better warranty that truly resonates with the people.

Kevin Krause,VP Client Management, Domestic & General

9:10

Case Study: From Launch to 300K Customers in less than 1 Year

How 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.

  • How to create a program that adds immediate value to the customer
  • How get your Sales Channels to prioritize your sales
  • Creating a Warranty without a waiting period

Mat Bickley,Senior Director Protection Plan Operations, Vivint

9:40

Industry News Flash: Vehicle

Eric ArnumPublisher Warranty Week

9:55

Networking Refreshment Break

10:25

EV Extended Warranties – Product Design, Data, Availability, Batteries and More

  • Update on EV sales trends
  • Current repair cost of EV vs Internal Combustible Engines
  • Extended Warranty Coverage on High Voltage Batteries
  • EV Specific Products
  • Emergence of Plug In Hybrid

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

  • Business Transformation requires three things:
    • Leadership that Embraces Change
    • Technology that Enables Change
    • Staff that Executes Change
  • Key questions that you need to ask yourself:
    • What is hampering your ability to maintain and grow your business?
    • What are you trying to accomplish/solve for?
      • Consumer, Dealer, and IT Perspective
    • What are your goals?
    • What resources do you need to compete in this space in the 21 st Century?

    Moderator:

    Doug BellOwner/Principal Consultant, Doug Bell & Associates – Service Contract Consulting

    Panelists:

    Mark NagelvoortCEO,PCMI

    Donald BerryVP, Insurance – International OperationsGM Financial

    Tara Ferrier-KasicaHead of SalesNation Safe Drivers

11:55

Innovate, Impact, Inspire: Integrating ESG and Philanthropy for Sustainable Success

Suzanne N. Adams, Business Development Director, Assurant

12:25

Networking Lunch

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 Leader:

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:

  • Selling PPM & VSC on the Service Drive - What's it take?
  • EV PPM Plans – how has the experience been?
    • Adoption of EV Plans vs Traditional plans – what have the challenges been?
  • Loss Control Strategies and Tactics
    • Use of AI for claims adjudication
    • Growing parts and labor costs impacting losses
    • Use of F&I consultations
  • Unlock Customer Retention to Service
  • Innovative Marketing Strategies to Improve Retention and Sales
    • Direct to consumer strategies
      • 2nd chance marketing opportunities
    • Utilizing PPM Service Reminders
  • Current market and trends for retro and reinsurance program.

Ty Halcomb, Voluntary Protection Products Technology Manager, Toyota Financial Services

D. RFP Workshop

A 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:
Applications for AI: A Cross-Industry Exploration from Product Design, Call Center, Marketing & Sales to Loss Control and Claims

Join this vibrant discussion on how your peers are applying AI to solve operational and strategic challenges. Participation from the audience is strongly encouraged!

Group Leaders:

Pedro T. RodriguezChief Revenue Officer,Sears Home Services

Ted DannerPrincipal,Danner Automotive Consulting

Jeremy KuchenbeckerVice President - Enterprise Digital Strategy,APCO Holdings

Aleem LakhaniCEO,VectorSolv Inc.

David FroningPortfolio Manager of IOT Solutions,SAS

3:30

Networking Refreshment Break

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 Reality

A 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 Risks

During 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.

Tim O’ConnorWarranty Practice Leader Oliver Wyman Actuarial Consulting

5:10 - 6:10

Networking Reception

Wednesday, September 25, 2024
7:00

Networking Continental Breakfast

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 TafelVice President, Sales & Marketing,Ironwood Warranty Group

Panelists:

Clay Bodnarek EVP – Alternative Distribution,Bolt Solutions

Additional Panelists TBA

Ensuring Compliance – Staying Informed
9:10

Legislative and Regulatory Developments

This 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)

9:50

News Flash: Mobile & Electronics

Eric Arnum Publisher, Warranty Week

10:00

Networking Refreshment Break

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

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

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

  • Selling PPM & VSC on the Service Drive - What's it take?
  • EV PPM Plans – how has the experience been?
    • Adoption of EV Plans vs Traditional plans – what have the challenges been?
  • Loss Control Strategies and Tactics
    • Use of AI for claims adjudication
    • Growing parts and labor costs impacting losses
    • Use of F&I consultations
  • Unlock Customer Retention to Service
  • Innovative Marketing Strategies to Improve Retention and Sales
    • Direct to consumer strategies
      • 2nd chance marketing opportunities
    • Utilizing PPM Service Reminders
  • Current market and trends for retro and reinsurance program.

Group Leader:

Ty Halcomb Voluntary Protection Products Technology Manager Toyota FinancialServices

12:35

The agenda is likely to continue to 3 p.m. Please plan your trip accordingly.