Join our panel of industry leaders – including former insurance CIO and current Datos Senior Principal Analyst, Deborah Zawisza, current Chief Claims Officers Michelle Raue (Preferred Mutual) and Paul Stachura (State Auto), and former Allstate CCO, Eric Brandt – as they unpack findings from CCC’s Moments of Truth report and explore strategies for creating cohesive customer journeys when so much of the process is beyond insurers’ control. 
Our panel will discuss critical topics like: 

• Responding to Moments of Truth: How insurers can act on key insights to improve customer satisfaction and retention by identifying and addressing critical pain points earlier in the claims process. 

• Real-Time Collaboration and Technology: The role of event-driven architectures in providing real-time insights and visibility into partner performance, ensuring seamless and transparent claims experiences. 

• Building a High-Functioning Ecosystem: What a successful claims and repair ecosystem looks like, and strategies for optimizing partnerships, like engaging non-DRP shops and expanding DRP networks. 

• Technology and Business Case for Claims Investment: The technological underpinnings required for success and how to demonstrate the ROI of claims infrastructure investments across the organization.

 Don’t miss this opportunity to learn actionable insights to transform your claims processes into a connected, customer-centric ecosystem that drives retention, trust, and measurable value.

Panelists:

Eric Brandt is President, Second Horizon Solutions, LLC which is a firm dedicated to advisory, consultancy, and philanthropy. His strategic advisory work centers on operational excellence and product development. In this role, he works with the executive team on setting direction and positioning the firm for competitive advantage in the marketplace. He also sets aside time for philanthropy with emphasis on mentorship, access to education, and addressing global health issues. Brandt has more than 30 years’ experience in insurance across consumer, commercial and group benefits businesses. His prior role was Executive Vice President and Chief Claims Officer for Allstate. He has held several C-Suits roles leading claims, operations, customer experience, risk management, and digital products.

Michelle Raue is an industry veteran with over 30 years of experience in Property and Casualty Insurance, recognized for driving innovation and operational transformation. As EVP, Chief Claims and Transformation Officer at Preferred Mutual Insurance Company, she has led the overhaul of legacy systems, implementing advanced data analytics and technology enhancements that significantly improved operational efficiency and customer satisfaction. Prior to this, Michelle scaled Lyft’s claims organization, managing a $1.5 billion claim portfolio and driving initiatives that enhanced customer experience. At State Auto Insurance, she oversaw diverse claims operations and implemented groundbreaking strategies that set new industry benchmarks. Michelle holds a BS in Finance from the University of South Alabama and has completed advanced AI courses at MIT Sloan. She is also a member of NAMIC's AI working group and was named RISE Professionals Mentor of the Year in 2024.

Deb Zawisza is a Senior Principal in Datos Insights Insurance Practice. She is an insurance and technology industry veteran with senior executive technology roles at Travelers, Aetna, Phoenix Companies and PwC.Her expertise and research agenda spans transformation strategy, core system modernization, digital and analytics across P/C and Life and Annuity lines of business with a deep focus on P/C Claims. Deb is a member of the dean’s advisory board at the Willumstad School of Business at Adelphi University and a former Executive in Residence.Deb attended Rensselaer Polytechnic’s MBA program and holds a B.B.A. in Finance from Adelphi University.

Mr. Paul M. Stachura served as SVP and Chief Claims & Risk Engineering (CARE) Officer at State Automobile Mutual Insurance Company, Inc. from September 2015 until March 2022. He served as the Chief Claims Officer for North America & Global Transformation Officer of QBE Holdings, Inc. from May 2013 to August 2015. Mr. Stachura served as the Chief Claims and Risk Services Officer of Fireman's Fund Insurance Company from June 1, 2005 to September 2013. Previously, as a Senior Vice President of International Claims at Chubb, he served over 16 years in progressively responsible claims leadership positions in both the United States, UK/Europe, Canada and Australia to include the design/implementation of superior service deliverables for a variety of client segments. Prior to 1989, he served in key claims roles with independent and mutual companies. Mr. Stachura holds a Bachelor of Arts from Michigan State University.

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