#AASCIFconf
Policyholder Services & Underwriting Sessions
Monday, July 22
3:30 pm–4:15 pm
The Underwriter of the Future—Recruiting and Retaining the Next Generation of Underwriters
Join us for an interactive discussion about the challenges faced by our industry as an aging profession looks to refresh and enhance the image of Underwriting. Come to discuss with an HR professional how recruiting and retention efforts are evolving to meet the challenge. We will also discuss how skillsets are evolving and how those differ from the underwriting profession we grew up in. Come join our panel discussion as we cover these topics and others pertinent to our conversation.
Speakers
Sarah Mazzocco
Director-Human Resources
Missouri Employers Mutual
CEO
Missouri Employers Mutual
Digitizing the Workers’ Compensation Customer Experience—A New Framework
Workers’ Compensation customers are changing, and that change comes with significant challenges for insurers. Whether your customer is the agent, the policyholder, or the claimant, today’s customers have extremely high expectations of interactions with insurers based on experiences with other noninsurance organizations. As a result, insurers are investing heavily in transforming the customer experience, with technology and data playing the lead roles in this strategic initiative. But delivering a new experience requires a wide variety of digital capabilities that aren’t typically found in a carrier’s core application architecture. In a world of customer centric design, there is a new way of looking at the workers’ comp customer and agent experience. This session will lay out that new framework, highlight the changing application architecture needed to support it, and suggest how to get started in the transition with plenty of live examples.
Speaker
Karlyn Carnahan
Head, Property and Casualty Insurance, the Americas
Celent
9:45 am–10:30 am
Tuesday, July 23
Workers Comp Pay as You Go Yesterday, Today and Tomorrow!
A workers’ comp billing option of pay as you go is becoming a "need to have" versus a "nice to have" for all workers’ comp carriers. This session will touch on the origins of pay as you go, where it is today, and where it is going in the future as a great tool for all workers’ comp carriers.
Speaker
Dino Carbone
Senior VP Sales & Marketing
SmartPay Solutions
10:45 am–11:30 am
Speaker Bios
Senior VP Sales & Marketing
SmartPay Solutions
Dino Carbone has over 30 years in the insurance industry, including as an underwriter, agent, and insurance agency principal specializing in workers' compensation coverage, prior to co-founding SmartPay. This background is the foundation of a thorough understanding of the power of leveraging pay-as-you-go workers’ comp technology for the benefit of carriers, agents, premium finance companies, and payroll providers, and ultimately the businesses they work with.
Director-Human Resources
Missouri Employers Mutual
Sarah Mazzocco has been the director of human resources at Missouri Employers Mutual (MEM) since 2017. She is responsible for supporting the company’s strategic objectives and values through the development, implementation, and management of human resources programs and policies. In her position, she oversees several essential efforts, including strategic workforce planning, talent acquisition, talent development, total rewards, employee relations, and oversight of all corporate office locations. Ms. Mazzocco began her career at the University of Arkansas in 2004 as associate director of instructional design and has served in senior management and leadership roles at Walmart, H-E-B Grocery Company, and Edward Jones Investments. She then founded her own consulting firm, Zocco Talent Development Group, LLC, in 2015 before joining the MEM team two years later.
Ms. Mazzocco received her bachelor’s degree in elementary education and social sciences and her master’s degree in educational technology, learning design, and development from the University of Missouri. She is a Senior Certified Human Resources Professional and holds several other certifications, including as a Human Capital Strategist and DISC Advanced Behavioral Analyst. Ms. Mazzocco serves on the Risk Management & Insurance Advisory Board at the Trulaske College of Business at the University of Missouri, has served on the Missouri Chamber of Commerce 2030 Workforce Training and Education Alliance, and enjoys volunteering with various community organizations.
CEO
Missouri Employers Mutual
Jim Owen has been the president and CEO of Missouri Employers Mutual (MEM) since 2011. He is responsible for the strategic development of the company as well as overall management and business implementation. Prior to MEM, Mr. Owen was a partner in the law firm McCarthy, Leonard & Kaemmerer and spent more than 30 years representing various insurance companies in the areas of insurance coverage, reinsurance, and insurance insolvency, and various other clients in areas of state and local taxation litigation, public pension, and commercial and business law.
Mr. Owen earned a bachelor’s degree in psychology with honors and a law degree from the University of Missouri–Columbia. He also completed 30 of 32 hours toward a master’s degree in counseling before starting law school. He is on the Missouri Supreme Court’s Appellate Practice Committee and a member
of the Missouri Bar and various other associations. Mr. Owen also serves on the board of directors for Previsor Insurance Company, a subsidiary of MEM, since 2011, and various other insurance, charitable, and business-related boards.
Head of The Americas Property and Casualty Insurance
Celent
Karlyn Carnahan is the head of The Americas Property Casualty practice for Celent. She is a widely recognized expert in the industry who has been extensively published in a broad range of industry media and general business media and has presented at numerous conferences. She focuses on issues related to digital transformation and customer experience. Ms. Carnahan is the lead analyst for questions related to distribution management, underwriting and claims, core systems, and operational excellence.
Ms. Carnahan’s consulting experience includes numerous systems selection projects across policy administration, billing, claims, loss control, CRM, and other core systems. She has also completed multiple IT organizational assessments, primary market research of insurance agents for carriers, marketing and product roadmap strategies for multiple software vendors, and other strategic projects for carriers primarily related to marketing, underwriting, and claims. She is frequently asked to present at industry events, including ACORD, IASA, ACE, and PCIAA.
Ms. Carnahan joined Celent with an extensive career in the insurance industry, including serving as head of marketing and innovation for Fireman's Fund commercial lines division. In that role, she was responsible for sales, marketing, distribution management, new product development, product management, and innovation for the $2 billion commercial business. Prior to that role, she held positions as global industry manager for the insurance sector for Sun Microsystems, senior vice president of product development for InsWeb, and chief marketing officer at NORCAL Mutual. Earlier in her career, she held a variety of marketing and underwriting positions at Industrial Indemnity and Fireman's Fund. She has been involved in four insurance and financial services internet startups.
Ms. Carnahan has an undergraduate degree in engineering, holds an MBA from Stanford Business School, and earned the Certified Property Casualty Underwriter (CPCU) designation. She can be reached directly at kcarnahan@celent.com.
