In a couple of weeks, the 17th annual ACE America's Claims Event will take Austin, Texas by storm. FromJune 19-21, 2013, attendees will hear from leading industry expertsand connect with their claims comrades about the latesttechnologies and strategies. Below we caught up with the speakersof two highly anticipated presentations for a glimpse of what's instore.

Session: The Three DrivingFactors for Improving Claims EmployeePerformance
When: June 19,2013, from 12:45 to 1:25 p.m.

Claims professionals are responsible for a lot of things, fromstaggering caseloads to complex investigations. We're in thebusiness of resolution, of helping restore a sense of normalcy topolicyholders who have suffered tremendous loss. This involvesusing various hard skills, technologies and resources; however, onetoo often forgets that it also involves refining “soft skills,”such as empathetic listening and customer service.

Carl Van, ITP, president and CEO, International InsuranceInstitute, Inc., realizes the crucial role that soft skills play inthe claims process. He is the author of more than 75 technical andsoft skill workshops being taught throughout the U.S., Canada andthe U.K.

Above all else, he is an enthusiastic educator, one who knowshow to help managers inspire their staff to achieve optimalresults. When asked about the scope of his ACE presentation, Vanstressed the attributes of exceptional claims professionals and thefact that claims is, and has always been, “a customer servicebusiness.”

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