WORKERS’ COMPENSATION CLAIMS PROFESSONALS

TwentyTwenty--First AnnualFirst Annual

Claims Management & Leadership ConferenceClaims Management & Leadership Conference

Be Tomorrow’s Leader...Today!

Look to the Future and Evolve...

Program Brochure Program Brochure

June 10June 10--13, 201213, 2012 Hyatt Regency Coconut PointHyatt Regency Coconut Point 5001 Coconut Road5001 Coconut Road Bonita Springs, FL 34134Bonita Springs, FL 34134

Greetings: On behalf of the Associations of Workers’ Compensation (WCCP) and Property & Casualty (PCCP) Claims Professionals, you are invited you to attend the 21st Annual Claims Management & Leadership Conference from June 10th - 13th, 2012 as we return to the beautiful Hyatt Regency Coconut Point Resort & Spa in Bonita Springs, Florida. Nowhere else will you find a setting or conference agenda that weaves such a tapestry of inspiration, motivation, and learning opportunity for leaders of the insurance claims and medical industries. At a time when extreme leadership and strong management are critical success factors for meeting the challenges of today’s weakened and unstable economy, the Claims Management & Leadership Conference is exclusively designed to meet the needs of those who assume the responsibilities of leadership. Bonita Springs, Florida...Where Leadership in Claims Begins Experience a Bonita Springs hotel like no other: the Hyatt Regency Coconut Point Resort & Spa. Located on 26 acres overlooking the breathtaking Estero Bay Aquatic Preserve, the enticing Bonita Springs Florida hotel, recently honored with Florida Green Lodging’s Three Palm eco-friendly certification, offers limitless recreation, personalized service and attention to detail at every turn. Play 18 at world class Raptor Bay Golf Club, recharge with indulgent treatments at Stillwater Spa, plunge down a140 foot waterslide, or engage in the vast array of water sports available nearby. Epicurean delights await you at the Tanglewood and Tarpon Bay restaurants and nearby the Germain Arena promises a wonderful evening of entertainment. Escape to the incomparable Hyatt and discover for yourself why it was recently included among Travel + Leisure’s 500 World’s Best Hotels. Combine this with a sharply discounted room block at $110.00 per night, exceptionally low registration fees ($295.00 for industry professionals) that include all events and meals, the most inspiring program agenda ever assembled under one conference banner, and you truly have a one-of-a-kind event. Even when budgets are skin tight, with the quality and timeliness of the subject matter, this is one program that claims, medical and risk executives, managers and supervisors can’t afford to miss! Mark your calendar and register today. Included in this brochure is a Conference Registration Form, or for maximum convenience, you may register for the conference and make your reservations ONLINE from our website: www.wccp.org. You may also return your registration form with a check, or pay by credit card by mailing or faxing your registration to our secure fax number at (813) 632-9377. We hope to see you at this year’s 21st Annual Claims Management & Leadership Conference. If you have any additional questions, contact our Association Headquarters at (800) 642-7774. Sincerely,

Stacy Jim Stacy Hosman James W. Greer, CPCU President President Hosman & Associates, Inc. AE21 Incorporated & AE21 Online Chairman of the Board Executive Director, WCCP Association WCCP Association President, PCCP Association

Enjoy the Hyatt for only $110.00 per night! BRING THE FAMILY. . . Time and funds are tight...so take advantage of this opportunity for the vacation you and the family might not otherwise be able to take...

Register ONLINE Today at www.wccp.org.

Hyatt Regency Coconut Point Resort & Spa

Located right on one of the most pristine coastlines in America, the

Hyatt is a haven of beauty and peace …a virtual paradise situated next to some of the clearest, most beautiful water in the

Gulf of Mexico…and it can be yours for only $110.00 per night! WCCP Board of Directors

Stacy Hosman/Chairman Hosman & Associates, Inc. Melanie Stanisic/President North American Risk Services Jackie Hilston/Vice Chair The Zenith Insurance Co. Bob O’Halloran/Vice President Summit Holdings, Inc. Anthony “Tony” Edwards/Treasurer Gallagher Bassett Services Lorie Dove/Secretary Commercial Risk Management, Inc. Victor Marrero/Director Broward Sheriff’s Office Tom Chasser/Director Travelers Insurance Company Denice Ferencak/Director Walt Disney World Resort

Who Should Attend

This conference is designed for executives, managers, claims and medical supervisors in the service of insurance carriers, third-party administrators, managed care companies, self-insured companies, insurance agents and brokers, state and municipal government agencies.

Registration Fees Registration fees are $295 for member Adjusters, RNs, Claims, Medical and Risk Management professionals, $475 for member Service Partners, and $575 for non-members. Beginning May 25, 2012, all late and on-site registration fees are $395 for Adjusters, RN’s and Claims, Medical and Risk Management professionals, and $650 for Service Partners and Non-Members. Registration includes conference materials, three breakfasts, two lunches, beverage breaks, and admission to the Sunday Evening Wine & Cheese Reception, and the Monday evening Chairman’s Reception. Spouse / Companion Fees We are offering a special fee of $170 for spouses/companions to attend conference breakfasts, lunches, and receptions. This does NOT include conference sessions or workshops. Also, spouses/companions do not include anyone otherwise working in the W/C or P&C markets. Please indicate spouse/companion participation on the registration form. Hotel Accommodations The hotel rate for this conference is $110.00, the resort fee has been reduced to $10, and there is ample free self-parking; so make your reservations now directly with the Hyatt Regency Coconut Point Resort & Spa by calling 888-421-1442. For conference rates, reference the “21st Annual Claims Management Conference”. The deadline to receive these deeply discounted rates is May 8th, 2012. *Note: With these low rates, rooms may go quickly, so register today! After this date, group rates will apply on a space-available basis. The hotel address is: 5001 Coconut Road, Bonita Springs, FL 34134. ONLINE reservations at the Hyatt can be made through the WCCP websites at www.wccp.org from the Conference webpage. Dress Code / Name Badges The dress code is resort casual for all conference events. Name badges must be worn for admission to all conference events. Cancellation Policy Full refunds (less a $50 administrative charge) will be allowed only for cancellations received no later than May 25th, 2012. Cancellations must be submitted in writing via fax or mail. No refunds will be made after this date. If a registrant is unable to attend, the registration may be transferred to a colleague registering at the same price.

Exhibitors / Sponsors

Maximum Benefits for Industry Professionals Conference Registration only $295.00!

ASSOCIATION MEMBERS

Make ONLINE Reservations or call the Hyatt Coconut Point at 888-421-1442.

Continuing Education / Certification For two decades our CE program has provided up to 12 CE credits for adjusters, attorneys, nurses, case managers, and CPCU designees. We cannot announce CE for this year until it is officially approved, but we don’t expect anything new. For more detail on CE for the Conference, refer to our Websites.

Reach Your Target Audience! The Annual Claims Management & Leadership Conference has enjoyed tremendous success in recent years, attracting leaders and managers from all aspects of the insured and self-insured property, casualty and workers’ compensation claims industry. Companies sponsoring the Conference gain unprecedented opportunity to promote their products and services directly to industry decision makers. In recognition of the challenges we all face in today’s economy, and in addition to the sharply discounted room rates, this Conference is offering discounted exhibitor / sponsorship rates. For a list of these opportunities and benefits associated therewith, please refer to the Exhibitor & Sponsorship Package brochure on our websites at www.wccp.org or contact Association Headquarters at (800) 642-7774 for more details.

**SPECIAL EVENT** Sales Training for Insurance Service Providers! Courtesy of WCCP and Andy Small, President, Directional Achievement

“Mastering Effective Follow-Up” ~ The Simple Truths to Increasing Sales! ~

Sanibel Room Monday, June 11, 2012 from 1:00 - 3:00 p.m.

*This complimentary presentation for attending sponsors and providers can have an immediate impact on your ability to make those most important contacts… ...and the connections that increase sales! You must be registered to attend!

• Why is a follow-up strategy important.

• How to leverage perseverance in your follow-up strategy.

• Learn how you can use basic tools to navigate the buying cycle.

• See how 5 “simple truths” can separate you from your competitors.

REDESIGNED CONFERENCE Leadership and Management Workshops to Address the Latest Challenges Facing Claims Operations.

NEW SPEAKERS Information, Education, Motivation and Inspiration From Some of the Industry’s Top Professionals.

MORE CONTINUING EDUCATION CE, CLE and CPD for Adjusters, Case Managers, Attorneys and Other Professionals!

NETWORKING OPPORTUNITIES Network with other leaders and professionals who share many of the same issues as you.

MONDAY, JUNE 11th

8:45 - 10:30 a.m. Opening Leadership “Train as You Fight - Fight as You Train” Keynote: Keni Thomas, Inspirational Keynote Speaker & Country Music Star 11:00 - 12:00 p.m. “Analytics and the Claims Industry” Michael Mattix, VP Claims, Armed Forces Insurance Company

TUESDAY, JUNE 12th 9:00 - 10:45 a.m. Tuesday AM Keynote: “Instant Insight: 15 Minutes to Great Relationships” J. Lenora Bresler, Famed Author, Speaker & Radio Personality 11:15 - 12: 15 p.m. “Managing Change While Keeping People Your Priority” Ed Shaw, Executive VP, HR, Caspers Company

CONFERENCE SPEAKERS

You Simply Can’t Miss These Highlight Speakers!

General Session & Keynote Speakers

SEE THE AGENDA AT A GLANCE SECTION FOR MORE DETAILS ON A SUPERB COLLECTION OF TECHNICAL & MANAGEMENT LEVEL WORKSHOPS

J. Lenora Bresler A member of the Florida Bar since 1988, noted radio personality, human resources expert, and co-author of the best seller, “Mission: Possible”, J. Lenora is widely known as:

"The Instant Answer Woman" J. Lenora is a powerhouse of enthusiasm and insight. In her presentations, you get plenty of substance along with a good helping of fun; and because her specialties are leadership, motivation, change, conflict resolution, and educating employers in workforce trends, her message is poignant and useful in addressing the challenges you face. Signed copies of her new book, co-authored with leadership gurus Steven Covey and Brian Tracy, will also be available for purchase.

Keni Thomas As a Bronze Star for Valor recipient, Keni Thomas is an engaging speaker whose story captivates audiences from beginning to end. The highly successful movie, Blackhawk Down, is based on his Army Company’s mission in Mogadishu, Somalia. In his message, “Train as you Fight - Fight as you Train” Keni emphasizes continued improvement and training as vital steps to success in both battle and in life. In his memoir, Get It On! What it Means to Lead the Way, Keni gives a personal account of his heart-wrenching experiences in the chaotic 1993 Battle of Mogadishu.

AGENDA AT A GLANCE

2:00 p.m. - 5:00 p.m. Conference Registration

6:00 p.m. - 7:30 p.m. Wine & Cheese Welcome Reception

7:00 a.m. - 8:30 a.m. Sponsored Breakfast & Conference Registration 8:30 a.m. - 8:45 a.m. Welcome & Opening Remarks/Fran Brown Scholarship Award Stacy Hosman, Chairman, and Bob O’Halloran, WCCP 8:45 a.m. - 10:30 a.m. Keynote: “Train as You Fight - Fight as You Train Keni Thomas, Inspirational Speaker and Country Music Entertainer It’s not the formality of your title that makes you a leader. It’s how you act when you’re finally put into a position of leadership. As a celebrated war veteran and successful country music entertainer, Keni brings home a story and a message that will totally captivate you from beginning to end. This session is likely to be the most talked about and remembered experience in the 21-year history of the Conference! 10:30 a.m. - 11:00 a.m. Sponsored Break 11:00 a.m. - 12:00 p.m. (General Session) General Session: Analytics and the Claims Industry Speaker: Michael Mattix, VP Claims, Armed Forces Insurance Company Many organizations have jumped on the “analytics” bandwagon in recent years, and it’s clear that this new approach to fact-based decision-making has found a place in the insurance industry. What’s even more apparent is that the notion of using claims data to derive insight is slowly moving from the top of the organization to the floor of the insurance claims industry. But while businesses have warmed to this new approach, a steep learning curve remains. What are analytics, how are they used in claims, and how can you get up to speed quickly on what is certain to become an integral part of the future of problem analysis and decision-making. This is where you start! 12:00 p.m. - 1:00 p.m. Sponsored Lunch 1:00 p.m. - 2:45 p.m. Afternoon Workshops/Breakout Sessions (See workshop agenda next page) 5:00 p.m. - 6:00 p.m. Private Cocktail Reception for Exhibitors 6:00 p.m. - 9:00 p.m. **Note: New Night!** Chairman’s Reception Yes, we’ve changed the schedule! Join us for food, drink, music, and lots of fun at what has historically become the most celebrated and enjoyable function of the Conference. Everyone you know, want to know, or haven’t seen in a year is back together again! This year the Chairman’s Reception is supported by our Platinum sponsors:

Miller Kagan Rodriguez & Silver, P.A. and Lori Woody, Inc. We hope you will join us.

Sunday, June 10th, 2012

Monday, June 11th, 2012

7:30 a.m. - 9:00 a.m. Sponsored Breakfast 9:00 a.m. - 10:45 a.m. Keynote: “Instant Insight: 15 Minutes to Great Relationships” J. Lenora Bresler, Famed Author, Speaker & Radio Personality Effective, enjoyable relationships thrive because people understand what makes each other “tick.” Conventional wisdom says this understanding takes time to develop after trial and error, hurt feelings, and lost trust. Bosh! It need not take more than 15 minutes. Jumpstart any relationship - including employer-employee, teams, even personal relationships - by asking simple, non-threatening questions that will give you the insight you need to motivate, teach, and empower anyone - instantly! 10:45 a.m. - 11:15 a.m. Sponsored Break 11:15 a.m. - 12:15 p.m. General Session: Managing Change While Keeping People Your Priority - Speaker: Ed Shaw, Executive VP, HR, Caspers Company It has been said that the only constant in 21st century business is “change”...and it takes a toll on an organization’s workforce. How does one manage? As chief human resources executive of one of the largest restaurant chains in Florida, Ed Shaw has developed a knack for “keeping people his priority” as change intervenes into the day to day of business. His approach is simple and practical. We hope you’ll be able to take some of his wisdom home with you! 12:15 p.m. - 1:15 p.m. Sponsored Lunch 1:15 p.m. - 3:15 p.m. Afternoon Workshops/Breakout Sessions 3:15 p.m. - Until…On Your Own. Enjoy the Resort!

7:30 a.m. - 8:30 a.m. Sponsored Breakfast 8:30 a.m. - 9:30 a.m. “The Politics of Insurance & Claims Practice” Speaker: David Farber, Legislative Consultant, Patton Boggs, Washington, DC There are things going on “out there” that you really don’t want to know, but really need to know! In this intriguing session, legislative consultant David Farber provides an informative, thought-provoking update on initiatives that are impacting the business of insurance and claims practice. They’re important and they’re real, and you’ll leave with lots to think about! 9:30 a.m. - 10:30 a.m. “Where Medicare Ends and Claims Practice Begins” Speaker: Rafael Gonzalez, Director of Medicare Compliance, Gould & Lamb The rules of the Medicare Secondary Payers Act are inviolate, and penalties for non-compliance can be harsh; but the days of Medicare and CMS getting in the way of common, good-sense claims and legal practice are on their way out. Recent case law is proving that there ARE solid strategies for effecting good, fair settlements that protect all parties in all lines of business This is a session that you don’t want to miss! 10:30 a.m. - 11:00 a.m. Conference Door Prizes & Adjournment

Tuesday, June 12th, 2012

Wednesday, June 13th, 2012

The Power of Addiction In this accurate depiction of the role that drugs now play in our society, Dr. Gerber presents a sobering argument that Florida is on the verge of a “state of emergency”. While it is not uncommon for Florida to lead the nation in any number of areas, as “ground zero” for the nation’s drug problem, this is not the state’s proudest moment. However not all is lost, and there are things that can be done, starting with HB 7095, which will foster a new standard of care for physicians. This high-level discussion will provide you with valuable background and perspective for dealing with issues to come in the workers’ compensation drug war. Speaker: Marc Gerber, M.D., MRG Rehabilitation & Pain Medicine

The Impact of Technology on the Legal Profession and the Judiciary The Judiciary has finally begun to embrace the technological revolution…and at an enormous pace! One might think the technological improvements now available to our courtrooms and the legal profession would have widened the gap between large and small firms where the available resources are vastly different; but that is not the case. In fact, the availability of new technology to both courtrooms and the lawyers who practice in them has served to equalize what might otherwise be a “digital divide”; and the impact is being felt throughout the entire legal system and the interests it serves. Is this shift to a “new age” of litigation practice increasing or decreasing your costs? Is it giving you the advantage, or are you now at a disadvantage because those who represent you aren’t keeping up? In this workshop, two of Florida’s most ardent supporters of the technical revolution will provide an interesting look at the various ways technology is affecting (and improving) the practice of law in the workers’ compensation and civil arenas. Speakers: David Langham, Deputy Chief Judge, Office of the JCC, and Robert Rodriguez, Attorney, Miller, Kagan, Rodriguez & Silver, P.A.

The Erosion of W/C Immunity The onslaught of pressure by injured workers to circumvent the exclusive remedy has only been strengthened by the decrease in fees (and, correspondingly, the W/C Bar’s incentive) to handle work comp claims. The cases, and the decisions, just keep on coming -- you don’t see them because they are in the civil court arena -- and they are increasing in number and complexity. As such, the handling of “Employer Liability” claims is likely to become much more prevalent in the coming years, so be ready! In this informative and entertaining presentation, Bill Rogner provides an update on one of the most frustrating, and most dangerous, areas of exposure for Florida employers. Speaker: William H. Rogner, Attorney, Hurley, Rogner, Miller, Cox, Waranch & Westcott, P.A.

WORKSHOPS AT A GLANCE

Microwaving Stars Almost every employee can be a star performer -- FROM DAY ONE -- if you “microwave” the development process. You start coaching for success during the selection process -- and through innovative, thoughtful, and imaginative orientations and carefully crafted initial days, you capture their imagination, charm their families, and make them into what they want to be: shining examples of professionalism, confidence, and joy! J. Lenora provides an encore session to focus on the challenges, strategies, and rewards of “star” employee development! Speaker: J. Lenora Bresler Fighting for Excess Recoveries...and Winning! The nation’s excess market is celebrating as their profits soar. How do they do this? By successfully denying and walking away from tens (if not hundreds) of millions of dollars of excess exposure. How can they do this? Because most adjusters don’t realize that they can win the fight with excess carriers on their routine denials of coverage. And nowhere is this behavior more prevalent than in the self-insured or self-administered market, particularly municipalities and public entities! Yet in most cases, the facts and the law are on the side of the of the employer and its handling carrier or TPA...they just don’t take advantage of it! In case after case, if pushed to litigation and imminent trial, the excess carriers are caving in and paying the claims. Are YOU getting this kind of response on your excess caseload? This workshop is a MUST for TPA’s and self-insured employers. In fact, if this hour were the only session of the day, it’s worth a million times the cost of the conference! Speakers: Michael Broussard, Attorney, Broussard & Cullen, P.A. and James W. Greer, CPCU, AE21 Incorporated

The Criminality of Drugs It’s no secret that the escalation of narcotics use -- and abuse -- in treatment of occupational injury has given rise to the greatest financial threat to workers’ compensation of this decade, and the threat to the health and life of injured worker has become a paramount concern. But what about the doctors who are prescribing these drugs, particularly the ones who take no responsibility for their behavior and actively resist attempts to manage the issue? Many would say “It’s Criminal!”...and that includes law enforcement officials. In this final workshop of the conference, you’ll get close-up view of the “seamier” side of drugs in workers’ compensation and what’s being done about it...not only in the courtrooms, but on the streets as well. Speakers: Cora Malloy, Esq., Henderson, Franklin, Starnes & Holt, P.A. and Detective William Schwartz, Broward Sheriff’s Office

And Then...After the Education… Take Some Time for Yourself...and Relax.

Monday Workshops 1:00 p.m. - 2:45 p.m.

Tuesday Workshops 1:15 p.m. - 3:15 p.m.

Tuesday Workshops 1:15 p.m. - 3:15 p.m. (cont’d)

COULD YOUR GRADUATING SENIOR USE $2000.00 FOR COLLEGE?

Suggest that he or she apply for the...

FRAN BROWN SCHOLARSHIP The Fran Brown Scholarship provides $2,000 to the most qualified applicant to spend as he or she wishes. Perhaps it's tuition, books, rent...or maybe "a little something extra" to put in the bank for rainy day! The winner and parents will be invited to the opening ceremonies of the 2012 Claims Management & Leadership Conference for the award presentation and provided one night's lodging in order that they may arrive early. For more details, an application, and the deadline for filing, go to our website at www.wccp.org and click “Fran Brown Scholarship Fund” on the left-hand navigation bar.

_______________________________________________________________________________________ Full Name Company / Organization Badge Name

_______________________________________________________________________________________ Professional Designation Adjuster / Agent / RN / CCM / CDMS / or Bar # *Spouse / Companion

_______________________________________________________________________________________ Mailing Address City State Zip

_______________________________________________________________________________________ Daytime Phone Fax Number Email Address

2012 Conference Registration Form

21st Annual Claims Management Conference

June 10 - 13, 2012

Hyatt Regency Coconut Point Resort & Spa Bonita Springs, Florida

REGISTRATION INFORMATION (**Please fill in rate for appropriate registration)

Full Conference:

_______ WCCP/PCCP Member Registration

• $295.00 Member Adjuster/RN/Claim/Risk & Ins Pros

• $475.00 Member Service Partners/Vendors

• $575.00 Non-Members

_______ Late/On-Site Registration - Received after May 25th, 2012 (or on-site at the Conference)

• $395.00 Member Adjuster/RN/Claim/Risk & Ins Pros

• $650.00 All Others

_______ *Spouse / Companion Registration

• $170.00

Provides admission to breakfasts, lunches, receptions and special events. *Add name above.

*Note: Spouses/companions do not include industry professionals also working in the W/C or P&C claims industry.

To ensure that your name is on the conference roster distributed at the 21st Annual Claims Management Conference, we must receive your registration form and payment by June 1st, 2012.

PAYMENT INFORMATION (Please check payment method):

______ Visa*

______ MasterCard*

______ American Express*

______ Discover*

______ Check

(*The WCCP Association will be processing all credit card charges for this conference. You will receive an email receipt immediately upon processing.)

$ ___________ Total Payment (Enclosed / Authorized)

Name on Credit Card:_________________________________________

Credit Card Number: _________________________________________

Exp Date: _____________ *CVV Security Code: ____________ (*3-4 digit number found on front/back of card)

Email Address: _____________________________________________ (*You will receive an email receipt at this address immediately upon processing.)

*Billing Address: ____________________________________________ (*The address where you receive your bill) City: _________________________ State: ______ Zip: ____________

Signature: _________________________________________________

MAILING INFORMATION: The WCCP will be collecting all funds for this Conference. Please send payment made payable to:

WCCP Association, P.O. Box 46879, Tampa, FL 33647 (Please do not send registrations by U.S. Post Office Certified Mail!)

For overnight mail, send to AE21 Incorporated at 16011 N. Nebraska Ave., Ste 105, Lutz, FL 33549. If paying by credit card, you may fax this form to Association Headquarters at (813) 632-9377. CONFERENCE UPDATES: Conference materials and workshop agenda, with dates and times of workshops and events, will be available on our website at www.wccp.org. Additional forms and brochures are available online. For more information, contact the WCCP/PCCP’s Association Headquarters at (800) 820-4550, or email us at contact@wccp.org.. CANCELLATION POLICY: Full refunds (less a $50 processing charge) will be made only for cancellations received no later than May 25th, 2012. Cancellations must be submitted in writing via fax or mail. No refunds will be made after this date, however, registration may be transferred to a colleague registering at the same price.

Association Headquarters 16011 N. Nebraska Avenue, Suite 105 Lutz, FL 33549

PRSRT STD U.S. Postage

PAID Tampa, FL

Permit No. 1924

21st Annual Claims Management & Leadership Conference *Celebrating 21 Years - Superior Programming - Timely Topics*