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Claims Seminar
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Claims Seminar
Claims Seminar

6/5/2014 to 6/6/2014

When: June 5-6, 2014
Where: Embassy Suites Los Angeles - International Airport/North
9801 Airport Boulevard
Los Angeles, California  90045
United States
Contact:
Christina Ortiz

Details

 

Delivering Exceptional Claims Service


Claims handling and interaction with various "customers” can be challenging indeed.  No matter your level of experience, this seminar will provide concrete solutions to address issues we encounter while dealing with our various customers: obligees, owners, principals, claimants, agents and underwriters. It will be presented by Carl Van, an experienced and knowledgeable claim professional, author, speaker and trainer.  Carl has presented around the world and has been described by a SFAA member company representative as the "best presenter I have ever seen.”  The presentation will address:

1.    How to use phrases and words that are less likely to damage your relationship with customers and lead to repeated questioning, unreasonableness, vagueness, impatience and biting remarks

2.    How to make empathic connection with your customers while discovering methods to make sure your customers remember more of what you say to them

3.    How to develop skills to effectively deal with both assertive and angry customers


ADVANCE REGISTRATION

We will be accepting registrations on a first-come, first-served basis.  To register, please fill out a Registration Form (and see note below on payment options).  Please submit your registration by May 22, 2014 to ensure that you are included on the advance registration list.  To verify that space is available, please call 202-463-0600.


 

CANCELLATION POLICY

A full refund of the seminar registration fee will be provided if the reservation is canceled by May 22, 2014.


HOTEL INFORMATION

To make hotel reservations, please call the Embassy Suites Los Angeles – International Airport/North Hotel directly at 1-310-215-1000. A special rate of $169 per night is available for meeting attendees. All reservations must be guaranteed with a valid credit card and are subject to a 24-hour cancellation policy. Please mention that you are attending The Surety & Fidelity Association of America Claims Seminar. More information on the hotel is available at http://embassysuites3.hilton.com/en/hotels/california/embassy-suites-los-angeles-international-airport-north-LAXABES/index.html.

The deadline to make reservations at the special rate is May 16, 2014

 

PROGRAM SCHEDULE

June 5, 2014

1:00 p.m. – 1:30 p.m.

WELCOME & INTRODUCTION

1:30 p.m. – 2:30 p.m.

THE 5 STANDARDS OF GREAT CUSTOMER SERVICE IN CLAIMS

2:30 p.m. – 3:30 p.m.

CUSTOMER SERVICE IN THE CLAIMS ENVIRONMENT

3:30 p.m. – 3:45 p.m.

BREAK

3:45 p.m. – 5:15 p.m.

MAKING THE CLAIMS JOB EASIER VIA CUSTOMER SERVICE IMPROVEMENT – PART 1

5:15 p.m.

ADJOURN

5:15 p.m. -- 6:15 p.m.

COCKTAIL RECEPTION

June 6, 2014

8:00 a.m. – 8:45 a.m.

CONTINENTAL BREAKFAST

8:45 a.m. – 9:45 a.m.

MAKING THE CLAIMS JOB EASIER VIA CUSTOMER SERVICE IMPROVEMENT – PART 2

9:45 a.m. – 10:00 a.m.

BREAK

10:00 a.m. – 11:00 a.m.

DEALING WITH DIFFICULT CUSTOMER REACTIONS

11:00 a.m. – 12:00 p.m.

BUILDING TRUST

12:00 p.m. – 12:30 p.m.

LUNCH AND ADJOURNMENT




REGISTRATION FEES

SFAA MEMBERS $450 (early bird $400 by May 5, 2014)



Pay by Check or Credit Card

 

Checks

Make checks payable to The Surety & Fidelity Association of America. Return Registration Form with payment to Meetings Department, 1101 Connecticut Ave., NW, Suite 800, Washington, DC, 20036.

 

Credit Card

Complete and fax a Registration Form and Credit Card Authorization Form to 202-463-0606

 
 
 

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1101 Connecticut Avenue, NW, Suite 800 · Washington, DC 20036
Phone: 202-463-0600 · Fax: 202-463-0606

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