AICLA/ANZIIF

ClaimsConvention

AUSTRALASIAN INSTITUTE OF CHARTERED LOSS ADJUSTERS

Australian Disaster Recovery

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WEDNESDAY 13 AUGUST TO THURSDAY 14 AUGUST 2014 SOFITEL SYDNEY WENTWORTH, 61 - 101 PHILLIP STREET, SYDNEY

PD RATINGS • ANZIIF CIP: 9 points • AICLA CPD: 9 points

THE CHANGING WORLD OF CLAIMS

Join in the conversation at #claims14

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Program ............................................... 04Speaker Biographies .......................... 06Convenor Biographies ........................ 17Exhibition Information ......................... 19Exhibition Floor Plan ........................... 20Exhibitors ............................................. 22Convention Information ...................... 30Map ...................................................... 31

DAY 1 - WEDNESDAY 13 AUGUST 20147.45am – 8.45am

REGISTRATION AND TRADE EXHIBITION OPENS

8.45am – 8.50am

CONVENTION OPENING Convenor: Kevin McElhenny — Chartered Loss Adjuster, Integra Technical Services (Australia) Pty Ltd

8.50am – 9.00am

WELCOMING REMARKSMichael Cooke — AICLA President and Chartered Loss Adjuster, Cerno Ltd

9.00am – 10.00am

THE CHANGING WORLD OF CLAIMSPeter Newall — Head of Claims, Swiss Re Corporate Solutions, APAC

10.00am – 10.40am

20/20 VISIONHarry Rosenthal — General Manager Risk Management Services, UnimutualAndrew Thomas — Head of Construction Group and Executive Adjuster, Major Loss Services, Cunningham Lindsey

10.40am – 11.10am

MORNING TEA SERVED IN TRADE EXHIBITION

11.10am – 11.50am

OFFSHORING — THE DEBATEFacilitator: Terry McMullan — Publisher, Insurance News Grant McDonald— Head of Technical Claims, QBEAdam Squire — Head of Claims, OAMPS Insurance Brokers LtdGlenn Rogers — Principal, PwC

11.50am12.30pm

THE CHANGING TRENDS IN LOSS ADJUSTINGFacilitator: Terry McMullan — Publisher, Insurance News Andrew Bart — Chief Executive Officer, Crawford & Company (Australia)Tony Button — Managing Director and Chief Adjusting Officer, CernoDamon Bennett — Chief Executive Officer, Cunningham Lindsey Australia

12.30pm – 1.25pm

LUNCH SERVED IN TRADE EXHIBITION

1.25pm – 1.30pm

AFTERNOON REMARKSConvenor: Christine Boardman — Executive General Adjuster, Global Technical Services, Crawford & Company (Australia) Pty Ltd

1.30pm – 2.10pm

CYBER CRIME AND INSURANCENigel Phair — Director, Centre for Internet Safety, University of Canberra

2.10pm – 2.50pm

GREEN CONSTRUCTION AND CLAIMS MANAGEMENT Mervyn Rea — Head of Risk Engineering Customer Management APAC, ZurichNoel Bird — Claims Account Manager SA/NT, Zurich

2.50pm – 3.20pm

AFTERNOON TEA SERVED IN TRADE EXHIBITION

3.20pm – 4.00pm

PRIVILEGE — HOW DO YOU GET IT, HOW DO YOU LOSE IT John Van de Poll — Partner, Holman Webb Lawyers

4.00pm – 4.40pm

THE HOW, WHEN, WHERE, AND WHY OF CLAIMSCOMPARISON.COMProf. Allan Manning — Managing Director, LMI Group

4.40pm – 5.40pm

NETWORKING DRINKS SERVED IN TRADE EXHIBITION

7.00pm – 11.30pm

CONVENTION DINNER — THE IVY

DAY 2 - THURSDAY 14 AUGUST 20148.15am – 8.45am

REGISTRATION AND TRADE EXHIBITION OPENS

8.45am – 8.50am

INTRODUCTION TO DAY 2Convenor: Philip Maguire — Principal, Professional Financial Solutions Pty Ltd

8.50am – 9.00am

WELCOMING ADDRESS Prue Willsford — Chief Executive Officer, ANZIIF

9.00am – 9.40am

KEYNOTE PRESENTATIONBradley Heath — Chief Executive Officer, RACQ Insurance

9.40am – 10.20am

SOCIAL MEDIA IMPACT ON CLAIMSRichard Parker — Managing Partner, EdgeRichard Riboni — Executive Marketing Manager, AAMI

10.20am – 10.50am

MORNING TEA SERVED IN TRADE EXHIBITION

10.50am – 11.30am

COMMUNICATING A CRISIS — THE BLUE MOUNTAINS STORYCampbell Fuller — General Manager, Communications & Media Relations, ICAPhilip Koperberg — AAO AFSM BEM, Chairman, New South Wales Emergency Management Committee

11.30am – 12.00pm

OPPORTUNITY THROUGH ADVERSITY Damien Coates — Deputy CEO, DUAL International, and CEO, DUAL Asia Pacific

12.00pm – 1.15pm

STORMS AND ROAD CONSTRUCTION – WHAT DAMAGE SHOULD BE EXPECTED?Simon Hovian — National Leader, Construction & Engineering, Cerno

1.15pm – 1.30pm

FINAL REMARKS AND PRIZE PRESENTATION

1.30pm – 2.30pm

LUNCH SERVED IN TRADE EXHIBITION

PROGRAM

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CC14 DINNER

The CC14 convention dinner, held on the first night, provides an unparalleled opportunity for you to connect with colleagues, develop new business relationships and exchange ideas with like-minded professionals.

This year’s convention dinner, brought to you by ADR, will be held at the Ivy, in the awe-inspiring ballroom. With its dramatic high ceilings, oversized white chandeliers and stunning zebra-print carpet, this venue changes everything you thought you knew about ballrooms!

DATE Wednesday 13 August 2014

VENUE Ivy Ballroom, Level 1, 320 George Street, Sydney

TIME 7.00pm – 11.30pm

COST Inclusive for all full convention delegates. Additional tickets available at A$200 (GST inclusive).

SPEAKER BIOGRAPHIESADAM SQUIREHead of ClaimsOAMPS Insurance Brokers Ltd

PROF. ALLAN MANNINGManaging DirectorLMI Group

Adam has spent 28 years in the insurance industry working in various leadership (claims and non-claims) roles across the Australia, the UK and Asia.

Adam has held a number of senior claims roles in organisations such as CGU and Allianz and is currently responsible for designing and implementing the claims strategy for OAMPS Insurance Brokers.

Adam is passionate about engaging people, as he has seen how it leads to a great customer experience, as well as better business results.

For over 40 years, Allan has managed large and complex losses involving major and complex claims all around the world. Using his experience, he now acts as a client advocate on claims, acts as an expert witness, and conducts policy reviews and drafts insurance wordings.

He has developed knowledge-based services, such as PolicyComparison.com, BIcalculator.com, RiskCoach and the business continuity management system, ContinuityCoach.com, now used across the globe.

Allan is one of Australia’s most academically-qualified insurance professionals, having lectured at RMIT, Melbourne and Victoria Universities and having delivered over 1,000 papers on insurance and risk management topics. He holds the post of Adjunct Professor with Victoria University in the Faculty of Business and Law, and is the author of nine books on insurance.

He is currently international president of the International Institute of Claims Preparers, was recently rated in the top 20 most influential people in insurance for the fourth year running and was awarded the Lifetime Achievement Award at the Insurance Industry Awards.

ANDREW BARTChief Executive Officer, Pacific RegionCrawford & Company (Australia)

Andrew joined Crawford & Company in 2002 having been a Director of Robertson & Co. which was acquired by Crawford. At the time he was Manager of the NSW Division and heavily engaged in handling large property and Business Interruption matters.

Following the acquisition of Robertson & Co., Andrew was appointed Deputy CEO and became CEO in November 2004. In 2014 Andrew was appointed Chief Executive Officer – Pacific Region. He is a regular speaker at seminars and other industry events and is a member of the Advisory Board of the Claims Faculty of The Australian & New Zealand Institute of Insurance & Finance (ANZIIF).

Andrew worked as an Accountant before entering the claims services industry.

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ANDREW THOMASHead of Construction Group and Executive Adjuster, Major Loss ServicesCunningham Lindsey

A dual qualified Civil Engineer and Chartered Loss Adjuster, Andrew has over 28 years of adjusting experience having worked extensively in the United Kingdom and throughout Australasia on a number of significant loses. Andrew has considerable expertise in the assessing of technical insurance claims, major and complex property and liability losses in the Construction and Infrastructure Sector.

Andrew presently acts as the head of Australia’s Major & Complex Loss Construction Group at Cunningham Lindsey where he brings his experience to a portfolio of losses and strategic responsibility for construction risks. He is also a past President and Senior Examiner of the Australian Institute of Loss Adjusters.

CAMPBELL FULLERGeneral Manager, Communications & Media RelationsICA

Campbell has more than two decades of experience as a journalist and communications consultant and is responsible for the Insurance Council’s communications directorate. A former newspaper journalist and editor, Campbell joined the Insurance Council in October 2011 from a multinational public relations firm, where he specialised in corporate communications, reputation management, thought leadership and crisis management for professional services firms, ASX-listed companies and financial services businesses.

He was previously a reporter, sub-editor and senior editor on leading publications, including the Herald and the Herald Sun, the Sunday Herald, the Sunday Herald Sun, mX, the Australian and the Sunday Telegraph, and news agency, Australian Associated Press.

BRADLEY HEATHChief Executive OfficerRACQ Insurance

Bradley Heath was appointed as Chief Executive Officer in March 2007, having held the positions of General Manager Personal Insurance, Executive Manager CTP & Claims, and Executive Manager Underwriting for RACQ Insurance Limited. Bradley has over 25 years experience in the insurance industry, gained primarily with RACQ Insurance Limited.

As well as leading the RACQ Insurance team, Bradley has recently undertaken the additional role of Programme Sponsor for the implementation of the new Group Enterprise System (GES) within the RACQ Group.

DAMIEN COATESDeputy CEO, DUAL International, & CEO, DUAL Asia Pacific

Damien’s first role in insurance was as a reinsurance accountant and internal auditor at FAI Australia. He then transferred to an underwriting role in 1994, where he commenced underwriting professional indemnity and directors’ and officers’ insurance. In 1997, he was recruited to set up a professional lines business for Allianz, previously known as MMI. After a short stint at AIG in Sydney, Damien moved to AIG in London to take on the role of vice president and was responsible for the financial lines portfolio in the UK, Ireland and Africa.

In 2003, Damien decided to take the leap from the comfort of a big insurer to open DUAL in Australia. After working out how to register a company and apply for licences, the Sydney branch opened in March 2004 with six people working out of serviced offices. Over the next few years, DUAL Australia opened offices in Melbourne, Perth, Brisbane, New Zealand, Hong Kong and Singapore.

In 2011, Damien was seconded to London to spend two years as CEO of DUAL International. During this time, he delivered a number of strategic projects, including strengthening the group head office for further expansion, expanding capacity provider and leading further product diversification across the DUAL group.

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DAMON BENNETTChief Executive Officer Cunningham Lindsey Australia

Damon Bennett was appointed Chief Executive Officer of Cunningham Lindsey Australia in February 2013. He is a seasoned business leader with a broad range of operational and financial management experience, having previously held operational roles with GAB Robins Queensland from 1997 – 2002.

In 2003, as Director of Business Development, Damon led the Cunningham Lindsey Australia Business Development, Sales and Client Account Management teams, building capability across those teams which facilitated the business to better understand clients and developed services to meet client objectives.

Damon also possesses extensive claim handling expertise, specialising in financial and business interruption matters in a wide spectrum of industries and has held Executive Adjuster status since 1998. Damon has a Bachelor of Business Administration, Certificate of Risk Management, is a Chartered Accountant, Certified Public Accountant, a Fellow of the Insurance Institute of Canada, Fellow of Australasian Institute of Chartered Loss Adjusters, Fellow of Chartered Institute of Loss Adjusters (U.K.) and is a certified fraud examiner.

GLENN ROGERSPrincipalPwC

Glenn has over twenty years of experience in shaping and delivering complex business and technology programmes within the Financial Services, Government and Utilities industries in Australia, US, Canada, Europe, South Africa and Asia. The scope of his experience includes: business and technology programme management, strategic reviews and target operating model definition.

As a consultant he has shaped and supported the delivery of a number of outsourcing opportunities for General Insurance companies in North America and Europe. The scope of these outsourcing programs include both Customer Contact Centre functions, Business Processes, People and Technology components.

GRANT MCDONALDHead of Technical ClaimsQBE Australia

Grant has more than 20 years’ experience in claims management across a diverse range of products. In his current role as Head of Technical Claims at QBE Australia, Grant is responsible for directing and leading the business’ claims strategy to develop efficient operations and deliver exceptional service and claims outcomes to QBE’s customers.

Most recently Grant has been focused on a number of claims initiatives including the development and implementation of new program policies and procedures; reviewing and revitalising the claims supply chain and procurement practices; and developing a centre of technical excellence.

Grant first joined QBE in 1993 and held roles such as National Claims Manager, Business Transformation Manager and Manager of National Claims – Long Tail, before being appointed to his current role in 2012.

HARRY ROSENTHALGeneral Manager Risk Management ServicesUnimutual

Harry is the General Manager of Risk Management Services for Regis and Partners — the managers of Unimutual, a discretionary mutual of Australian universities and affiliates. He is the former Director of the Risk Management Unit of the University of New South Wales, and past President of the Australasian University Risk and Insurance Management Society (AURIMS), and serves on industry committees for the Australian and New Zealand Institute of Insurance and Finance and the Australian Nuclear Science and Technology Organisation.

Currently, he is the General Editor of Risk Management Today, Australia’s risk management professional newsletter, and is on the Faculty of Risk Management Advisory Board of ANZIIF. He coordinates courses and teaches risk management subjects at UNSW and has published numerous articles on loss control and risk management-related topics and is a frequent presenter at conferences and symposiums on risk, insurance and higher education loss exposures.

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JOHN VAN DE POLLPartnerHolman Webb Lawyers

John Van de Poll heads up Holman Webb’s East Coast Insurance Practice and is the firm’s Deputy Chairman. John has worked in the insurance industry for over 27 years, having originally worked as a claims officer with Switzerland General Insurance. As an insurance litigator, John has worked in all areas of insurance. John successfully ran the matter of Sweeney v Boylan to the High Court of Australia, the leading authority on the liability of principals for the negligence of their subcontractors.

John is the appointed adjudicator for a major insurance group’s intra-company dispute resolution protocol, and a delegate on the NSW Law Society’s professional conduct committee.

John regularly presents at industry conferences, seminars and private client presentations. John’s professional opinion is frequently sought by a number of industry publications in the areas of general insurance, professional indemnity and medical malpractice.

NIGEL PHAIRDirector, Centre for Internet SafetyUniversity of Canberra

Nigel Phair is an influential analyst on the intersection of technology, crime and society. He has published two acclaimed books on the international impact of cybercrime, is a regular media commentator and provides executive advice on cybersecurity issues.

In a 21-year career with the Australian Federal Police, he achieved the rank of Detective Superintendent and headed up investigations at the Australian High Tech Crime Centre for four years.

MERVYN REAHead of Risk Engineering Customer Management APACZurich

Mervyn has 26 years experience in the insurance and risk engineering industry, all with Zurich. He has experience in a broad range of industries, ranging from general manufacturing to strategic infrastructure and mining. He is proficient in property fire, security, business interruption, natural perils and machinery breakdown assessments, as well as liability, occupational health and safety and motor fleet (sedan, truck and mobile plant) assessments.

Mervyn has completed Zurich’s Fire Protection Course and the Team-Leader Training for the Zurich Hazard Analysis, as well as the International Risk Engineering Course. In his role at Zurich, he has also assisted in the development of the online Virtual Risk Manager — Fleet and the recent development of their global telematics solution, Zurich Fleet Intelligence. He also assisted in the development of the riskfeatures.com website.

Up until recently, Mervyn represented the Asia-Pacific region on Zurich Risk Engineering’s Global Centre of Expertise for Motor Fleet & Transportation, and was the leader of that global team. He is now responsible for customer management within Australia, and risk engineering for the wider APAC region.

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PETER NEWALLHead of Claims Swiss Re Corporate Solutions, APAC

Peter Newall joined the Swiss Re Regional office in Hong Kong in September 2002 as Head of Claims and Liabilities for Asia. In 2012, he transferred to a global role with the Swiss Re Key Case Management Team, as claims adviser responsible for Nat Cat strategy and major property and engineering reinsurance claims. In January 2014, he moved to Singapore to join Swiss Re Corporate Solutions as Head of Asia Pacific Claims.

Peter has been based in Asia since 1980 and has worked as an external international loss adjuster and as an in-house international executive loss adjuster with the Cigna Group of Companies.

Peter holds an honours degree in law, is a Fellow of the Chartered Insurance Institute, a Fellow of the Chartered Institute of Loss Adjusters and a recognised European Union loss adjusting expert (FEUDI).

NOEL BIRDClaims Account Manager SA/NTZurich

Noel has worked for Zurich for 18 years, starting with Zurich’s South Australian Workers Compensation team in 1996.

Noel managed workers compensation claims in South Australia and the ACT, where he gained invaluable experience in general property, liability and common law claims. On returning to South Australia in 1998, Noel continued to manage liability claims up until 2008, when he became team leader for the SA Motor and Property Claims Team.

Noel was appointed Customer Care Manager South Australia in August 2011.

In his customer care role, now known as Claims Account Manager, Noel is responsible for fostering key external relationships with brokers and customers. He also oversees the management of Zurich’s motor and property claims in South Australia and is the claims liaison for large and customer critical losses. Overall, Noel uses his experience and knowledge to deliver practical and fair claims solutions for his customers on a daily basis.

PRUE WILLSFORDChief Executive OfficerANZIIF

Appointed Chief Executive Officer of the Australian and New Zealand Institute of Insurance and Finance in 2013, Prue Willsford has over 25 years experience in financial services, business and education.

Prue joined ANZIIF after 10 years as the General Manager of Corporate Operations with State Trustees, overseeing finance, technology, legal, compliance and investments for Victoria’s major private administrator, trustee and estates executor. Prior to State Trustees, Prue was employed as the Head of Investment Products for NAB, managing the development of financial products for a range of clients across the business. Prue also has experience in various finance, accounting and product management positions for Colonial Mutual and Macquarie Bank.

Prue is an active volunteer with interests in education and urban development. She is currently a director of civil engineering firm, Citywide Services Solutions, a role she will continue while at ANZIIF. Up until her appointment, Prue also served as Deputy Chancellor of Victoria University, a 55,000-student university based in Melbourne, as part of which she was involved in the university’s governance and ceremonial duties.

PHILIP KOPERBERGAO AFSM BEM

Philip Koperberg is the Chairman of the New South Wales Emergency Management Committee, responsible for advising the New South Wales government on emergency response strategies.

He was a member of the New South Wales Legislative Assembly from 2007 – 2011, representing the Blue Mountains electorate. He held the position of Minister for Climate Change, Environment and Water between 2007 and 2008. Prior to his political career, Koperberg was the Commissioner of the New South Wales Rural Fire Service between 1997–2007. Prior to his involvement in emergency management, he worked in various fields including the finance industry.

Phil has taken on the role of overall emergency controller during the 2001 Christmas/New Year fires, in 1994 with over 800 New South Wales fires covering in excess of 800,000 hectares and in 1999 during the severe hail storms which damaged more than 30,000 properties.

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RICHARD PARKERManaging PartnerEdge

SIMON HOVIANNational Leader, Construction and EngineeringCerno

Richard Parker is managing partner at digital content agency, Edge. With a strong grounding in planning across digital, social, mobile, CRM and custom publishing, he is responsible for content strategy across Edge’s portfolio of clients, as well as the strategic direction of the business.

Richard built up his expertise in London, where he worked with Seven, Large Design and Story Worldwide before setting up boutique creative agency, Better Things, and shared his nous for strategic planning with a large number of brands, including ASOS.com, Coca-Cola, Estee Lauder and Johnson & Johnson.

Now a fully-fledged Sydneysider, he has a weekly column with SmartCompany.com.au, where he writes as the Online Anthropologist, he regularly contributes to B&T Magazine and has spoken at events including mUmBRELLA 360, B&T MAD Week, the Mumbrella Festival of Branded Content and Entertainment, and the CMO Summit.

Simon is based in Sydney and heads up Cerno’s Construction Adjusting Team. Simon runs his own assignment of higher end and complex construction claims with the added responsibilities of ensuring quality within the Cerno network with respect to other Adjusters dealing with Contract Works style claims.

Simon has been working in the insurance industry for almost 15 years. Simon initially commenced in the insurance industry as a Loss Adjuster specialising in construction claims. He then spent 6 years in the broking sector, managing the service delivery to a number of key constructions accounts for two of the largest international broking houses.

Prior to joining the insurance industry, Simon worked for a number of years as a local government engineer, delivering construction and maintenance programs for community assets including buildings, roads and other typical community and public infrastructure. Simon has also had a time project managing for a remedial building contractor in the Sydney metropolitan area. Simon’s breadth of experience and training provides a deep understanding of the risks associated with construction contracting, as well as other engineering and breakdown losses.

Simon’s expertise has led him to complete assignments for a number and wide range of construction claims including very large storm damage claims to road infrastructure projects and faulty workmanship claims associated with bridge construction projects.

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TONY BUTTONManaging Director & Chief Adjusting OfficerCerno

Tony has practiced as a loss adjuster since 1987 and brings over 25 years of loss adjusting management an experience to the Managing Director role. He also retains the responsibilities of Chief Adjusting Officer and is board member of the Cerno Ltd.

Tony started with MBS Loss Adjusters (later part of Cunningham Lindsay) and moved to Freemans in 1997 as Manager of the Sydney branch. He has since held national roles with Freemans and Cerno.

Before entering the insurance industry, Tony was an Australian Army officer and worked across various Army units in equipment management before being transferred to Malaysia as an advisor to the Malaysian Ministry of Defence. He holds an honours degree in Electrical Engineering, is a Fellow of the Australasian Institute of Chartered Loss Adjusters and a former examiner for AICLA.

TERRY MCMULLANPublisherInsurance News

Terry is the Publisher of Insurance News. He has spent most of his working life in communications, as a journalist and as a corporate strategist and lobbyist.

He joined the Insurance Council of Australia in 1991 from BHP, where he had managed BHP Petroleum’s communications and government relations functions. In 1997 he and Naomi Conway set up MCC Media, a public relations and marketing consultancy. Among its achievements was the development of Insurance & Risk Professional magazine for NIBA.

In 2008 MCC Media became an independent publisher, launching insuranceNEWS.com.au in 2008 and Insurance News (the magazine) in 2009. The online service is the largest serving the region’s insurance industry, with more than 21,000 subscribers and many more casual visitors.

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PHILIP MAGUIREPrincipalProfessional Financial Solutions Pty Ltd

CHRISTINE BOARDMANExecutive General Adjuster, Global Technical ServicesCrawford & Company (Australia)

Philip Maguire is a Principal of Professional Financial Solutions where he provides advisory services to a range of clients, including industry and professional bodies.

Prior to joining PFS, Philip was the Deputy Chief Executive of the Insurance Council of Australia. He was also the Managing Director of HIH Claims Support Limited, a company established jointly between the insurance industry and the federal government to assist policyholders impacted by the collapse of the HIH Insurance group.

Philip has experience on a number of boards, including as a director (both executive and non-executive) of insurance organisations.

Christine is a Fellow of the Australasian Institute of Chartered Loss Adjusters (AICLA) and a Senior Associate of the Australian and New Zealand Institute of Insurance and Finance. She has completed the Advanced Diploma in Conveyancing and was awarded the NSW State Medal.

Christine has practised as a loss adjuster for 26 years, initially with Reid Bergin & Associates and Freemans before joining Crawford & Company in 2005. She specialises in handling major and complex commercial property and business interruption losses, contract works and public liability claims, as well as losses for high net-worth individuals. She has responded to catastrophes throughout Australia and New Zealand.

Christine is the current Chair of the AICLA NSW/ACT Division, having served as a committee member for the last six years.

CONVENOR BIOGRAPHIES

KEVIN MCELHENNYAICLA NSW Division Chairman & Chartered Loss AdjusterIntegra Technical Services (Australia) Pty Ltd

Kevin spent 12 years working as an engineer in the mining industry in South Africa, finishing as engineering manager for a goldmine before moving into project work. He then spent six years in project management on various mining and metallurgical projects in South Africa, Namibia, Guinea and Saudi Arabia.

Kevin has practised as a loss adjuster for the last 15 years, concentrating on energy, construction and mining-related claims, as well as engineering aspects of major property losses. He also specialises in engineering and transport losses.

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ADVANCED BUILDINGS 4

AICLA 5

ANZIIF 2

AUSTRALIAN DISASTER RECOVERY 13 AND 14

BARCLAYS BUILDING SERVICES 12

BAY BUILDING GROUP 10

COMPANION IT – ENSUREFLOW-I 9

FEN AUSTRALIA 11

FMG ENGINEERING 3

JACOBSON CONSTRUCTIONS 7

JB HI-FI 6

JOHNS LYNG GROUP 17

POOLWERX 15

RESTORX SERVICES 18

STEAMATIC 8

WEX AUSTRALIA 1

EXHIBITION INFORMATION

EXHIBITION PASSPORT

Exhibitors and their booth numbers: Win a bottle of Penfolds Grange:

WEDNESDAY 13 AUGUST 7.45AM – 5.40PM

THURSDAY 14 AUGUST 8.15AM – 2.30PM

Opening Hours:

The Exhibition Room is located in the foyer space outside the Wentworth Ballroom and is open during the following times:

Located in your lanyard will be an Exhibition Passport. Delegates must have this card stamped by each exhibitor and be in attendance for the prize draw at 1.15pm on Thursday 14 August 2014.

Please drop your completed passport into the competition bowl located at the CC14 Registration Desk.

EXHIBITION FLOOR PLAN

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ADVANCED BUILDINGSBooth 4

AICLABooth 5

Advanced Buildings was incorporated in 1998 to provide building services to the insurance industry. Advanced Buildings are specialists in building reinstatement, restoration and cleaning solutions.

Operating within the greater Sydney metropolitan, Wollongong, Central Coast, Newcastle and South East Queensland areas, Advanced Buildings is a preferred supplier of building reinstatement services for many of Australia’s major insurers.

Advanced Buildings has assisted in a broad range of insurance works and has been instrumental in helping to reinstate buildings damaged by some of the worst storms, fires or floods.

Advanced Buildings has emerged as a significant provider of building reinstatement services, working with many of Australia’s leading insurers and assisting thousands of people and businesses whose premises have been damaged by fire, water or storm damage.

In 2009, Advanced Buildings introduced their restoration and cleaning service, enabling the company to supply a comprehensive and integrated response to all that’s required to get buildings reinstated and cleaned up after an insurable event.

The Australasian Institute of Chartered Loss Adjusters (AICLA) is Australasia’s premier professional loss adjusting institute. It is a result of the 1997 merging of the Australian Institute of Loss Adjusters (AILA), the Chartered Institute of Loss Adjusters Australasian Division (CILA) and the Institute of Loss Adjusters of New Zealand (ILANZ). The objectives of AICLA include:

• Provision of a framework of recognised and respected educational standards, courses and qualifications

• Continuing advancement of the education and technical knowledge of our members through meetings, seminars and conferences

• Provision of unified representation in the insurance and financial services industry which we serve

• Ongoing liaison with industry associations, insurers, brokers, lawyers and others serving in our industry.

Members are subject to a framework of qualifications and are bound by a strict code of conduct designed to ensure a high standard of knowledge, efficiency and integrity in our dealings with our industry and the public.

EXHIBITORS

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AUSTRALIAN DISASTER RECOVERYBooths 13 & 14

ANZIIFBooth 2

Australian Disaster Recovery (ADR) is a 100 per cent Australian-owned company which provides professional restoration services. ADR is very proud to be the Platinum Sponsor of CC14 and is firmly focused on providing the highest degree of expertise and professionalism to all projects, regularly refining and developing its many services to attend to the specific requirements of an ever-changing insurance industry. With over 25 years experience in restoration, the principals of ADR know exactly what is required from a restoration company in today’s fast-paced insurance industry, and they know how to deliver it.

ADR’s background is primarily in the inspection, reporting, restoration and repair of electronic, mechanical and electromechanical equipment. However, ADR has developed efficient and cost-effective processes to encompass all areas of emergency recovery and restoration work, including fire and flood recovery, mould remediation, document restoration and digitisation.

ADR has formed long-standing professional relationships with loss adjusters and claims managers over many years of dedicated service, offering 24-hour emergency recovery response across the Sydney metropolitan area, with technical and engineering projects, mould remediation and document services being conducted nationally.

You can “rest assured” with ADR.

The Australian and New Zealand Institute of Insurance and Finance is the leading member association and provider of education, training and professional development services to the insurance and financial services industry in Australia, New Zealand and the Asia-Pacific region.

The Institute’s commitment to providing relevant, high-quality qualifications and education programs is underpinned by its role in partnering with the industry and its members in the pursuit of professional excellence and business success.

The Institute’s broad range of education and training programs reflect its commitment to lifelong learning, from traineeship packages and compliance and development programs, through to formal award course programs at Certificate III, Certificate IV and Diploma level.

The Institute also offers a variety of delivery options for all of its training and education programs, including online learning, face-to-face workshops, in-house training, licensing and recognition of prior learning and experience. These delivery solutions are designed to provide maximum flexibility and efficiency for students and employers.

For more information on membership, education and professional development, please visit www.theinstitute.com.au

BARCLAYS BUILDING SERVICESBooth 12

BAY BUILDING GROUPBooth 10

Barclays Building Services is a family-owned and operated company headquartered in Perth, Western Australia, which provides a variety of quality building services to a large number of insurance and loss adjuster clients.

After spending 20 years building their successful business in the UK, founders Bill and Michele Barclay moved the family to WA and founded their business in Perth over 28 years ago.

The next generation of the Barclays family joined the management team a few years ago, with son Leigh Barclay as General Manager and daughter-in-law Angela Barclay as Office Manager.

The 30-strong Barclays team has over 150 years experience in the insurance damage claims business and over 200 years experience in the building industry.

Barclays offers state-wide coverage in WA, with offices in Perth, Mandurah and Busselton, and regional partners in Albany, Geraldton, Kalgoorlie, Karratha/Port Hedland, Esperance, Broome and Kununurra.

We have created three separate divisions to better serve customers — the Perth Metro division, the Regional and Country division and the Large Claims division.

Barclays extends a warm invitation to all delegates to come meet the Barclays team in Booth 12, test-drive the state-of-the-art bartrack system and enter the lucky draw to win a $500 adrenalin voucher.

As a family-owned insurance building company with over 25 years industry experience, Bay Building Group understands the importance of delivering a superior and diverse insurance repair service which focuses on cost efficiencies, quality control and exceptional customer service. Through the implementation of industry leading processes and technology, a dedicated account management team and our presence in metro and regional areas, we aim to deliver a completely transparent and hassle-free service.

Bay Building Services adopts a specialised team approach allowing us to manage repairs of any value. Our Emergency Make Safe team provides immediate disaster response 24 hours a day, seven days a week. Our Streamline team focuses on delivering repairs under $5K rapidly and at low cost. Our Construction team focuses on claims between $5K and $50K, and our Major Projects team offers extensive experience in managing large and complex claims exceeding $50K in value.

Linx Contents Services offers comprehensive disaster and contents restoration services, including mould remediation, structural drying and a computerised inventory system.

Our partner companies work both independently or in conjunction with one another to deliver a 24-hour emergency make-safe service across all service areas, tailored to meet your needs when disaster strikes.

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COMPANION IT ENSUREFLOW-iBooth 9

FEN AUSTRALIABooth 11

Companion IT has over 20 years experience in developing insurance claim property repair systems.

EnsureFlow-i, our new solution, is a building and contents claims workflow and cost management system designed for the insurance and loss adjuster industry.

Our flagship solutions, namely EnsureFlow™ and EnsureFlow™ mobile, are complementary workflow and cost management systems designed for insurance builders and repairers.

Our suite of solutions contribute to improving the efficiencies of the insurance claims process and provide our clients with a workflow competitive edge.

The Flood & Fire Emergency Network (FEN) is the Australia-wide, 24/7 emergency water and fire restoration network, bringing together Australia’s most experienced and qualified restoration technicians.

Key services:

• Water damage restoration

• Fire damage restoration

• Contents restoration

• Mould remediation and testing

• Malicious damage, impact and crime scene rectification

• Structural drying.

Specialising in:

• Management and monitoring of insurance restoration work

• Emergency callouts 24/7/365

• Service standard excellence and quality checks

• Comprehensive, accurate and fast reporting

• Disaster management expertise and logistics

• Exceptional customer service and satisfaction rates

• Restoration consultants and advisory services

• Domestic and commercial

• Building and contents.

FMG ENGINEERINGBooth 3

JACOBSON CONSTRUCTIONSBooth 7

Investigating disasters and building failures... we lead the way.

An outstanding application of FMG Engineering’s expertise is in forensic engineering and building assessment. Our flexible and highly-experienced teams of forensic engineers are available, nationally, for diagnosis of causation and remediation advice for building and structural damage of all types in residential, commercial and industrial structures.

FMG Engineering’s experience in assisting loss adjusters and insurers allows us to provide a rapid turnaround of professional, objective and independent reports. Due to our professional service, we enjoy repeat business from the insurance claims industry and we believe that our building of relationships and openness are key to our success. We are also trusted by the legal fraternity to deal with difficult or complex claims and to act as independent experts.

FMG Engineering specialises in the following:

• Forensic investigations and building assessments.

• Residential, commercial and industrial buildings and structures.

• Cause of damage determination and repair specifications.

• Structural, mechanical and electrical services investigations.

• Expert reporting and expert witness service for court hearings.Rapid response to natural disasters.

• Remediation advice and disaster assessment following fire, storm and flood events.

• Evaluating loss and identifying and quantifying event-related damage.

Jacobson Constructions Pty Ltd is your professional solution for all insurance building repairs. Our experience and capacity includes domestic, commercial and industrial buildings affected by fire, storm, impact, water or any other claim-related event. Jacobson Constructions Pty Ltd provides quality, timely repairs at competitive rates with a focus on mitigating claim costs and claim life, while proactively ensuring customer satisfaction throughout the entire claim process.

Jacobson’s team includes professional qualified tradesmen, experienced insurance specialists, building supervisors, project managers and an industry-experienced administrative support team.

Services include:

24/7 emergency response call

Professional, tailored causation reports with photographic attachments

Online claim tracking system (CTS) — designed to give our clients real-time access 24/7 to job progress updates, documents and details, as well as provide a communication portal for all claim-related matters

Project management of new and reinstatement work

Renovations and extensions — residential, commercial and industrial properties.

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JB Hi-FiBooth 6

JOHNS LYNG GROUPBooth 17

Our insurance division offers a comprehensive insurance claim replacement and fulfilment service to all major insurance companies throughout Australia and New Zealand.

Beginning as a CD and DVD replacement service, JB Hi-Fi’s Insurance Division has grown to become the largest and most comprehensive national supplier of consumer electronics. Servicing virtually every household and travel insurance provider in Australasia, their catalogue continues to expand, now encompassing musical instruments, whitegoods and small appliances.

Utilising JB Hi-Fi’s network of over 180 stores, the centralised team of insurance advisers can qualify, quantify and supply an authorised claim in as little as 20 minutes.

The division’s expert product knowledge, commitment to customer service excellence and willingness and ability to adapt to the varying requirements of each individual insurer culminated in the team receiving the ANZIIF Service Provider to the Insurance Industry Award in 2012.

The division continues to innovate and strive for excellence, developing industry tools, such as the ‘Like for Like’ replacement guide — a booklet given to insurance claims staff to assist in the gathering and identifying of important information when discussing product replacement with claimants — aiding in the identification of fraudulent claims and minimising the incidences of over-compensation to claimants.

Johns Lyng Group is a truly diverse company. For over 60 years, we have built a track record in putting clients’ needs first. This approach has seen us become a market leader in the supply of specialist building and restoration services to the insurance industry.

Today, in metro and rural areas Australia-wide, we deliver emergency building works across all sectors, including fire, flood damage and natural disasters. We are masters in reinstating properties and the professional expertise of our team, together with our unique business structure, gives us the capability to undertake works of all scope and scale.

As the insurance industry continues to address the challenges of delivering cost-effective, customer-focused service in times of small and large-scale crisis, Johns Lyng Group provides national consistency, financial strength, adaptable systems and people-focused delivery while dedicating ourselves to continuous improvement.

POOLWERXBooth 15

RESTORX SERVICESBooth 18

Positioned in the swimming pools and spas aftermarket, PoolWerx services pools and spas, maintains equipment and retails pool equipment in Australia and New Zealand.

Using the power of franchising, PoolWerx is bringing a billion-dollar business sector into line with best practice and setting entirely new standards in client service.

The corporation is among the most respected and fastest growing in Australia and New Zealand. With over 265 franchisees, PoolWerx is able to offer prompt service for all clients delivered by experienced and fully-accredited technicians (RTO accredited).

PoolWerx offers a wide range of services, including:

• complimentary professional onsite advice

• complimentary onsite quotation and assessment

• emergency clean-up and water rebalance

• equipment repair, supply and installation

• solar, gas and electric heating, fencing and lighting

• comprehensive insurance

• competitive pricing.

Restorx constantly evolves in the ever-changing world of building and contents restoration. Across a broad range of capabilities, Restorx is able to respond quickly to remediate and eliminate further damage using the latest technologies. Services include electrical and electronic, contents restoration, mould and biohazard, structural drying, program maintenance, plant and equipment.

Restorx’s team of supervisors, estimators and technicians is on standby 24/7, allowing for works to be completed faster and more cost-effectively while maintaining high levels of quality for clients.

Our technical knowledge enhances the way we work with clients. This often leads to strategic partnerships, enabling effective management of large-scale works.

With an integrated approach to people, processes and technology, Restorx minimises disruptions, whether it be to your home or business and, in turn, maximises efficiencies, ensuring a fast and successful outcome is achieved, especially in emergency situations.

Restorx has long been a supporter of the insurance industry across commercial, domestic and specialist risks, and looks forward to nurturing and growing these relationships in the future.

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WEX AUSTRALIABooth 1

STEAMATIC AUSTRALIABooth 8

WEX (formerly known as Wright Express) helps companies across a wide spectrum of industries around the globe grow their businesses by delivering powerful fleet, prepaid and corporate payment solutions, transaction processing and information management programs.

The company’s subsidiaries include WEX Financial Services, TelaPoint, Pacific Pride, WEX International, WEX Prepaid Cards Australia and WEX Fuel Cards Australia. Together, these subsidiaries employ more than 1,400 associates in five countries.

To learn more about WEX and their products, visit www.wexaustralia.com.

While most of us understand the vital role insurance fulfils during an unforseen event, many of us have little idea as to the practicalities associated with getting a damaged property functional again.

People affected by the event, and their advisers, face a number of decisions. The wrong choices in the early stages could severely impact the functioning and/or recovery of the business or home. This is significantly exacerbated in the event of a catastrophe, such as bushfires, floods or landslides — particularly as the damage is usually greater and resources to assist are generally stretched.

So, in the event of an incident, how do you determine what items are salvageable and how they can be recognised? What can be done to halt further damage by water, soot or other harmful elements? What can be done to assist the mitigation and recovery processes? In addition to the immediate issues, the propensity for latent issues emerging can be quite high. Contaminants, such as mould and hidden water or fire damage, can cause delayed health issues and have legal ramifications, as well as serious impacts on clients’ businesses, lifestyle and satisfaction. Additionally, insurance claims quantum and reserving philosophies could well be negatively impacted.

With over 25 years experience in assisting people in every major Australian catastrophe and as Australia’s largest disaster restoration and loss mitigation specialists, Steamatic can educate first responders to assist those in need during the critical early days of an unfortunate event. Visit us at booth 8 and tell them ‘curiosity sent you’.

CONVENTION INFORMATION

PD Rating:

FULL CONVENTION 9 POINTS

DAY ONE 6 POINTS

DAY TWO 3 POINTS

Registration Desk:

Please ensure that you register when you arrive and collect your name badge and convention materials at the registration desk. Your name badge is required for entry to all convention sessions and the convention dinner.

The registration desk will open during the following hours:

WEDNESDAY 13 AUGUST 7.45AM – 4.40PM

THURSDAY 14 AUGUST 8.15AM – 1.30PM

Program Sessions:

All Claims Convention sessions will take place in the Wentworth Ballroom of the Sofitel Wentworth Sydney. Arrival refreshments, morning tea, lunch and afternoon tea will be served in the Trade Exhibition, located in the foyer space outside the Wentworth Ballroom.

Special Dietary Requirements:

Delegates who have advised special dietary requirements via the registration form should identify themselves to the serving staff at functions. If you have not yet advised us of your special requirements, please see the convention staff at the registration desk as soon as possible.

The organisers cannot guarantee special meals for delegates who have not pre-booked these at least 48 hours prior to a meal.

Dress Code:

Business attire is appropriate for all convention sessions, lunches and networking drinks. Lounge suit or cocktail attire is appropriate for those attending the convention dinner.

Philli

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Geo

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Angel Pl

Sofitel Sydney Wentworth

Ivy Bar

550m

8 min

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MAP

The convention dinner will be held in the Ivy Ballroom, located on Level 1, 320 George Street, Sydney.

The Ivy Ballroom is only an 8-10 minute stroll from the Sofitel Wentworth Sydney, along Hunter and George Streets.

THE IVY BALLROOM

THANK YOU

The Australian and New Zealand Institute of Insurance and Finance and the Australasian Institute of Chartered Loss Adjusters would like to thank everyone who has supported the AICLA/ANZIIF 2014 Claims Convention: The Changing World of Claims.

AICLA and ANZIIF would like to sincerely thank the CC14 organising committee for their time and effort contributing to the 2014 Claims Convention: The Changing World of Claims.

• Tony Libke, AICLA

• Michael Cooke, Cerno Ltd

• Philip Maguire, Professional Financial Solutions Pty Ltd

• Christine Boardman, Crawford and Company (Australia) Pty Ltd

• Kevin McElhenny, Integra Technical Services (Australia) Pty Ltd

• Sherrie Morton, Liberty International Underwriters Ltd

• Adam Squire, OAMPS Insurance Brokers Ltd

• Sarah Walters, ANZIIF

• Elyse Rosewall, ANZIIF

• Claire Hepenstall, ANZIIF

Thank you for attending the AICLA/ANZIIF 2014 Claims Convention. We hope that you enjoyed the networking sessions and that you found our speakers engaging and inspiring. We look forward to your in-depth feedback through our online surveys distributed following the convention. Thank you for providing AICLA and ANZIIF with the opportunity to be a part of your professional development.

THANK YOU TO OUR SUPPORTERS

ORGANISING COMMITTEE

OUR DELEGATES

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Australian and New Zealand Institute of Insurance and Finance

Level 8, 600 Bourke StreetMelbourne, VIC 3000 Australia Phone: (61 3) 9613 7200Fax: (61 3) 9642 4166

Email: customerservice@theinstitute.com.au

Australasian Institute of Chartered Loss Adjusters

GPO Box 1705Brisbane, QLD 4001 AustraliaPhone: (61 7) 3229 6663Fax: (61 7) 3221 7267

Email: adminoffice@aicla.org