This program focuses on sharing best practices and building relationships with other leaders in claims and collection management, and offers insights from guest speakers who have been expert witnesses in claims investigations. Discussions address a wide variety of issues around balancing the need to protect utility assets with the ever-increasing priorities of providing an excellent customer experience. Participants learn from industry professionals who provide services to our members, and discuss issues common to Western utilities such as fire and storm recoveries, inverse condemnation, settlement and negotiations, and proper record keeping.
General Details
- Program Chair(s)
- Robert Everett, Damage Claims Leader, Idaho Power Company and Yecora Leaphart-Daniels, Sr. Legal Professional, Idaho Power Company
- Program Location
- Virtual Event
- No travel required. All agenda times are in Pacific time. Instructions to access the virtual event will be provided to the attendee before the program.
- Who Should Attend
- Managers or supervisors responsible for claims and collections functions
- Senior claims investigators and adjusters
- Collections leadership
- Legal counsel responsible for claims areas
- Insurance specialists
- Service companies supporting claims and collection areas*
*Service company members are encouraged to attend and are permitted two registrations per company. Exceptions may apply; contact nye@westernenergy.org for more information.
- Registration Options
Member: $199 USD
Regular: $299 USDRegistration includes digital access to all agenda items and program materials.
- General Cancellation Policy
- To best serve WEI members and program participants during the COVID-19 pandemic, WEI will be waiving its standard cancellation policy for this virtual program. Registrants can receive a full refund should they need to cancel their registration up to the day before the program begins.
- Participation Policy
- Western Energy Institute programs and events are open to energy companies (including gas production and electric generation, gas and electric transmission and gas and electric distribution utilities). Select programs and events are open to energy industry product and service suppliers. Programs and events are closed to all media representatives and to the general public. Recording is not permitted for any portion of the event.
- For more information contact Amy Nye, Program Manager at (503) 688-2794.
Agenda
All session times are listed in Pacific time.
Thursday, April 15, 2021
12:00 PM - 12:30 PM
Virtual Help Desk + Technology Check
The room will open early with optional time for participants to get familiar with the virtual platform, test their audio and webcam, or ask questions about the agenda before we begin.
12:30 PM - 1:00 PM
Welcome + Opening Remarks
Facilitator(s): Robert Everett, Finance Team Leader II, Idaho Power Company, Yecora Leaphart-Daniels, Sr. Legal Professional, Idaho Power Company
Speaker(s): Justin Forsberg, Director of Investor Relations & Treasury, Idaho Power Company
WEI and the Program Hosts will welcome the group to the 2021 Claims + Damage Recovery Forum and share an overview of Idaho Power Company.
1:00 PM - 1:30 PM
Attendee Introductions
Facilitator(s): Robert Everett, Finance Team Leader II, Idaho Power Company, Yecora Leaphart-Daniels, Sr. Legal Professional, Idaho Power Company
Get to know your peers through our attendee introductions. Come prepared to share your name, title, company, and one take away you hope to gain from the meeting.
1:30 PM - 1:45 PM
Break
1:45 PM - 2:45 PM
AMI Claims
Speaker(s): Dawn Clemenshaw, Senior Claims Representative, Puget Sound Energy, Raymond Fung, Senior Claims Agent, Puget Sound Energy
Puget Sound Energy will share the history of their AMI project, an overview of their claims process, the types of claims they see after change-out, and examples of unique claims that have been paid as a result of meter exchange. The session will conclude with interactive Q+A.
2:45 PM - 3:00 PM
Break
3:00 PM - 4:00 PM
Challenges + Successes: Roundtable Breakout Session
Attendees will be placed in small groups to discuss their current challenges and share success stories from the past year. At the conclusion of the session, all attendees will reconvene in the main room to share themes and insights from their discussion. Each group should designate one person to do the report out. Question prompts include:
- What keeps you up at night?
- What is the biggest challenge for your department/team right now?
- Share a recent success story or breakthrough.
- How has the pandemic changed the way you manage your day-to-day processes and procedures?
- Feel free to have some fun and also share an interesting fact or story about yourself.
Friday, April 16, 2021
8:00 AM - 8:30 AM
Coffee Break
Bring your morning beverage and log on early for optional time to network and socialize with other participants.
8:30 AM - 9:30 AM
Finding Recovery in the Ashes
Speaker(s): JD Stewart, Senior Fire Investigator, EFI Global, Inc.
Hear from EFI Global's forensic investigator on the importance of a comprehensive fire scene examination for determining the origin and cause of a fire, evidence recovery, and identifying a component or third-party action that contributed to it.
9:30 AM - 9:45 AM
Break
9:45 AM - 10:45 AM
What's New in Technology + Innovation?
Speaker(s): Eric Moreno, Sr. Business Analyst, Claims Management, Southern California Gas Company
What is Robotic Process Automation (RPA) and how can we use it to solve business challenges and boost efficiency? Eric Moreno will walk us through these questions and explain how Sempra is using RPA technology to transform a manual claims process to an automated process by developing integration with other systems. He’ll also share tips on digital transformation and how to use data analytics to predict business outcomes and inform decision-making.
10:45 AM - 11:00 AM
Break
11:00 AM - 11:45 AM
Roundtable Breakout Session
Facilitator(s): Nichole Rush, Damage Claims Representative, Idaho Power Company, Shawna Arndorfer, Supervisor, Liability & Recovery Claims, Portland General Electric, Kat Rosenbaum, Senior Legal Counsel & Claims Manager, NW Natural, Stephanie Baxter, Senior Risk and Land Agent, NW Natural
This time is designated for group discussion on a particular topic of interest. Each breakout session will be facilitated by a member of Program Development Team and participants will have the opportunity to attend the breakout room of their choice. Topics include:
- Dig Laws
- Managing High Volumes of Claims in a Crisis
- Customer Centricity
- Open Roundtable
11:45 AM - 12:00 PM
Wrap Up + Future Planning
We will wrap up the day with closing announcements and a discussion on plans for the 2022 forum.
Program Sponsors
Thank you to our program sponsors!
