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Each year more steps are taken in the evolution towards seamless distribution and service in the P&C Insurance Broker Distribution Channel. Our expert speakers will provide insight into recent successes, future targets and the issues.

Seminar Topics

8:00 – 8:30: Registration and Coffee

8:30	Welcome: Doug Grant Insurance-Canada.ca
8:50	"In Pursuit of an Integrated Channel Model" Justin Lafayette, Chairman, DWL Incorporated
Re-purposing Traditional Business and Product-Centric Models to Achieve an Integrated Channel Model. Leading analyst groups have suggested that Insurance organizations need to achieve better multi-channel integration and to do so must centralize customer data so that it can better leveraged in the distribution channels. Most Insurance organizations do not have a single version of the truth for their customer. Rather, they have multiple versions of the truth about the customer, each of which are based on point-in-time snapshots of customer data. Customer information is spread among dozens of product processing, administration systems, traditional CRM systems, and other data warehouses and Customer Information Files (CIFs). This presentation will address how carriers are tackling customer information issues; consolidating fragmented multiple siloed systems; understanding how to effectively enhance the producer channel through a single view of consolidate customer data; and manage customer knowledge to drive event notifications into operations.
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	What Now, and What Next, with the CSIO Portal Klaas Westera, President, CSIO
A common misconception within the insurance industry is that the CSIO Insurance Portal is no more than an Internet based comparative rating service. However, that is only a small part of the story. In essence, the Portal has become a new communications infrastructure for the industry that allows for an entirely new and better way for the industry to process and exchange insurance transactions. As a first step, the Portal's Comparative Quoting Service (CQS) gives the broker a quality personal lines quoting service with quotes that can be guaranteed for the client. The next logical step in the quoting process is to then turn that quote into a new policy thus completing the transaction. The potential Portal phase 2 services that would allow this to happen might include real time confirmation of MVRs and losses resulting in an automated new business submission to the selected insurer by the Portal on behalf of the broker. And that would only be the first complete transaction type that the Portal might be capable of doing in the future. Other types that could be considered include policy change, claims, and some commercial lines transactions. The CSIO Insurance Portal is now in production. Klaas will provide a review of its current status, and comment on some of the most likely components of Phase II, and what they would contribute to this seamless processing in the broker distribution channel.
	Delivering on the Promise of Seamless Distribution Michelle Cole-Kennedy , Vice-President Client Services, and Catherine Trimble , Business Development Consultant, Applied Systems Canada
Since the 80's, members of the insurance community have been trying to realize the promise of seamless distribution of insurance products from the supplier (insurance companies) to the consumer (policy holder) through many different connectivity processes and channels. Hear where we are today and where we are going tomorrow from a broker management vendor perspective. What kind of tools we are researching and what kind of products we are building to meet the needs of the brokers and close the gap that exists. What's in store for the consumer and distribution channel?
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	Technology and Commercial Insurance - Are You up for the Challenge? Kevin Campbell, President, Tec4 Systems Inc.
Kevin dispels the myth that commercial insurance is too complex to automate. This presentation discusses the benefits of commercial management systems for brokers and insurers. How "the click of a mouse" can cut costs, reduce errors and re-work, and create a seamless link between broker and insurer. Both insurers and brokers have created the status quo; both will have to make changes in the way they approach commercial lines. For insurers, any initiative that exclusively streamlines the company side will be short lived. For brokers, it's not only finding ways to keep insurers onside, they also have to complement, not replace their talent in the brokerage. But most importantly, how will brokers and insurers manage to maintain client satisfaction?
	Making It Happen -- A Broker's Perspective. John Belyea, EVP and Partner, Creighton & Company.
In this session John will review the changes he has helped manage at Creighton & Company, and observed in his peer brokers, as they respond to changes in the marketplace. Customer deamands and expectations, changing products and financial services, staff, markets, and rapidly changing technology are all contributing drivers of change. Where are we today in this evolution, and what are some of the near term opportunities and issues facing the broker distribution channel. A frequent speaker and deeply-involved practitioner, John will provide his insights.
11:55	Close: by Doug Grant Insurance-Canada.ca

Seminar Sponsors:

ci   Canadian Insurance Magazine

Speaker Information

John Belyea, Executive Vice President and Partner, Creighton & Company.

Creighton & Company is a Mississauga-based property and casualty insurance brokerage firm. John is responsible directly responsible for the Personal Insurance division, develops and implements the firm's technology strategy and oversees the marketing activity of the Commercial Insurance division. Founded in 1982, Creighton & Company has rapidly grown into the largest independent insurance broker based in Mississauga. Prior to joining Creighton & Company in 1993, John was with Trivest Insurance Network, a Toronto-based investment company that specialized in the property and casualty insurance industry.

John graduated from Queen's University in 1984 with a B.A. (Honours) majoring in history. Between 1987 and 1989, he attended York University on a full-time basis, graduating with an M.B.A.

In the community, John has been actively involved with the Big Brothers organization assisting with fundraising and serving as a Big Brother to two boys. Presently, he is Chair of the Board of Trustees of the Toronto Grace Hospital and is a director of TVOntario.

Kevin Campbell, President, Tec4 Systems Inc.

Kevin Campbell has been developing commercial software for over 20 years. Prior to co-founding Tec4 Systems Inc. in 1991, he contributed to the development of software for Calgary's Light Rail Transit system. In 1987, he joined Hewlett-Packard (Canada) Ltd. as a project leader, developing object-oriented software for real time systems.

Kevin has spent the last 12 years pioneering the development of commercial management systems. His dream, to bridge the communication gap between brokers and insurance companies with technology became reality with the creation of Policy Works, Tec 4's flagship product. With Policy Works, a broker can electronically deliver a submission to one or more insurers, complete a proposal, and bind the risk all within a matter of minutes. His visionary approach to amalgamating insurance with technology has set new standards for the way commercial insurance is sold.

Kevin is a graduate of the University of Calgary, holding a Masters degree in electrical engineering. In addition, he also holds a Professional Engineer (P.Eng.) designation.

Michelle Cole-Kennedy, Vice President, Client Services, Applied Systems Canada Inc

An executive of Applied Systems Canada Inc., Ms Michelle Cole-Kennedy has over 15 years experience in the insurance industry and has worked at both the broker and company level. Ms. Cole-Kennedy has worked for Applied Systems Canada for 13 years in the Services and Information Technology area. Michelle is Adept in both the Relationship Management and Project Management fields. Some specific accomplishments include:

• Developed innovative standards in Client Relationship Management (CRM)

• Developed Strategic Organizational Technology Plans for Brokers

In addition to her consultative responsibilities, Michelle also oversees the following divisions at Applied Systems Canada: Information Technology, Support Services (Call Centre), Training and Development, Technology and Design and Applied Consulting Services.

Justin LaFayette, Chairman, DWL Incorporated.

Since co-founding DWL in 1996, Justin has guided the company's vision for an enterprise solution allowing financial services companies to behave as a single, customer-centric organization. Under Justin's leadership, DWL's Unified Business Services software-an unparalleled industry technology-has matured as an invaluable solution for financial services companies seeking strong ROI on their customer-centric initiatives.

Formerly with ING's technology group, Justin has worked closely with the world's leading financial services organizations over the past 8 years. This has contributed to DWL's reputation as a trusted strategic advisor on business and information technology issues in financial services. Justin has shared his insightful views on the industry with keynote participation at industry conferences. Ernst and Young recently named him Canada's "Entrepreneur of the Year" and DWL recently ranked among the top 20 'Fastest Growing' software companies in North America by Deloitte and Touche. A former NHL hockey player who spent three years with the Chicago Black hawks, Justin gives great perspectives into how 'lessons learned' in professional sports have come in handy building a fast growing technology company.

Catherine Trimble, Business Development Consultant, Applied Systems Canada.

Catherine joined the staff of Applied Systems in 2002. Through the provision of personalized services, Catherine assists Applied Systems clients in the optimization of the productivity of their offices. These services include, but are not limited to, custom programming for add-ons to Applied Systems' products, third party application integration, strategic planning, organizational and procedural analysis, website analysis and development, and network and software utilization consultations.

Prior to commencing her duties at Applied Systems Canada Catherine was the Internet/Intranet Communications Manager at the IBC. Her experience include positions with the broker management vendors and in the distribution channel as a licensed insurance broker and as an underwriter with a direct writer. Catherine is an enthusiastic supporter of the use of technogly in the insurance industry. Catherine has served on a number of industry committees and has had a number of articles published. Catherine and her husband live in West Hill now as empty nesters.

Klaas Westera, President, CSIO.

Klaas Westera has a 28 year background in information technology. Since 1976, he has applied this knowledge to the task of delivering a competitive advantage to the Independent Broker Distribution Channel through automation and workflow improvements.

In the private sector, Klaas has been involved in the design, delivery and support of brokerage automation products and services, company underwriting information services and pre-insurance inspection services. As General Manager and Vice President of Delphi Information Systems (formerly Redshaw) from 1986 through to 1996, Mr. Westera managed all Canadian operations. From then until 1999, he performed a variety of functions for CGI Insurance Solutions and Services, including internal business consulting, product management and strategic planning.

Mr. Westera's industry standards activities began twenty years ago with the ACOS change form followed by years of active CSIO committee work. As President of CSIO since the summer of 1999, Mr. Westera has overseen a dramatic growth in CSIO standards and services. Over that time, CSIO has expanded its standards from the original EDI and forms to include new standards for XML, web screen standards and terminology standards. These 5 standards are now all incorporated into the CSIO Insurance Portal which Mr. Westera has been championing since inception as an idea.

A graduate of Brock University in St. Catharines Ontario, Mr. Westera holds a Masters of Science degree in theoretical physics.

Host and Moderator

Doug Grant MBA CIP, Consultant, Insurance-Canada.ca

As a keen analyst of computer and networking evolution for more than thirty years, and the opportunity and impact on the insurance industry, frequent industry speaker, columnist, and consultant. Doug is cognizant of the changes that are occurring in the Internet insurance world. As a principal in the Insurance- Canada.ca Web site, he brings a unique perspective to the session. For a more extensive biography.

Doug will be host of the seminar and will welcome and set the stage, build the linkages between topics, and then provide conclusions and points to ponder at the end of the session.

(Examples will be used throughout)

Questions? call Doug Grant 416-921-7756 or email at doug.grant@insurance-canada.ca

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