AICLA/ANZIIF

ClaimsConvention

THE CHANGING WORLD OF CLAIMS

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

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Australian Disaster Recovery AUSTRALASIAN INSTITUTE OF CHARTERED LOSS ADJUSTERS

1 PLATINUMFOR USE ON WHITE BACKGROUND PARTNERFOR USE ON BLUE BACKGROUND FOR USE ON BLACK BACKGROUND BLACK LOGO FOR USE ON WHITE BACKGROUND TRADE EXHIBITORS

Australian Disaster Recovery Australian Disaster Recovery Australian Disaster Recovery Australian Disaster Recovery

GOLD PARTNER

SILVER PARTNERS

advanced buildings

BUILDING AND RESTORATION

NETWORKING DRINKS PARTNER

CONVENTION SATCHEL PARTNER

SPEAKER GIFTS PARTNER

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

2.50pm – AFTERNOON TEA SERVED IN TRADE EXHIBITION DAY 1 - WEDNESDAY 3.20pm 13 AUGUST 2014 3.20pm – PRIVILEGE — HOW DO YOU GET IT, HOW DO 7.45am – REGISTRATION AND TRADE EXHIBITION OPENS 4.00pm YOU LOSE IT 8.45am John Van de Poll — Partner, Holman Webb Lawyers 8.45am – CONVENTION OPENING 8.50am Convenor: Kevin McElhenny — Chartered Loss 4.00pm – THE HOW, WHEN, WHERE, AND WHY OF Adjuster, Integra Technical Services () Pty Ltd 4.40pm CLAIMSCOMPARISON.COM Prof. Allan Manning — Managing Director, LMI Group 8.50am – WELCOMING REMARKS 9.00am Michael Cooke — AICLA President and Chartered 4.40pm – NETWORKING DRINKS SERVED IN Loss Adjuster, Cerno Ltd 5.40pm TRADE EXHIBITION

9.00am – THE CHANGING WORLD OF CLAIMS 7.00pm – CONVENTION DINNER — 11.30pm THE IVY 10.00am Peter Newall — Head of Claims, Swiss Re Corporate Solutions, APAC DAY 2 - THURSDAY 10.00am – 20/20 VISION 10.40am Harry Rosenthal — General Manager Risk 14 AUGUST 2014 Management Services, Unimutual 8.15am – REGISTRATION AND TRADE EXHIBITION OPENS Andrew Thomas — Head of Construction Group 8.45am and Executive Adjuster, Major Loss Services, Cunningham Lindsey 8.45am – INTRODUCTION TO DAY 2 8.50am Convenor: Philip Maguire — Principal, Professional 10.40am – MORNING TEA SERVED IN TRADE EXHIBITION Financial Solutions Pty Ltd 11.10am

8.50am – WELCOMING ADDRESS 11.10am – OFFSHORING — THE DEBATE 9.00am Prue Willsford — Chief Executive Officer, ANZIIF 11.50am Facilitator: Terry McMullan — Publisher, News 9.00am – KEYNOTE PRESENTATION Grant McDonald— Head of Technical Claims, QBE 9.40am Bradley Heath — Chief Executive Officer, Adam Squire — Head of Claims, RACQ Insurance OAMPS Insurance Brokers Ltd Glenn Rogers — Principal, PwC 9.40am – SOCIAL MEDIA IMPACT ON CLAIMS 10.20am Richard Parker — Managing Partner, Edge 11.50am THE CHANGING TRENDS IN LOSS ADJUSTING Richard Riboni — Executive Marketing Manager, 12.30pm Facilitator: Terry McMullan — Publisher, AAMI Insurance News Andrew Bart — Chief Executive Officer, 10.20am – MORNING TEA SERVED IN TRADE EXHIBITION Crawford & Company (Australia) 10.50am Tony Button — Managing Director and Chief Adjusting Officer, Cerno 10.50am – COMMUNICATING A CRISIS — Damon Bennett — Chief Executive Officer, 11.30am THE BLUE MOUNTAINS STORY Cunningham Lindsey Australia Campbell Fuller — General Manager, Communications & Media Relations, ICA 12.30pm – LUNCH SERVED IN TRADE EXHIBITION Philip Koperberg — AAO AFSM BEM, Chairman, 1.25pm Emergency Management Committee 1.25pm – AFTERNOON REMARKS 1.30pm Convenor: Christine Boardman — Executive General 11.30am – OPPORTUNITY THROUGH ADVERSITY Adjuster, Global Technical Services, Crawford & 12.00pm Damien Coates — Deputy CEO, DUAL International, Company (Australia) Pty Ltd and CEO, DUAL Asia Pacific

1.30pm – CYBER CRIME AND INSURANCE 12.00pm – STORMS AND ROAD CONSTRUCTION – WHAT 2.10pm Nigel Phair — Director, Centre for Internet Safety, 1.15pm DAMAGE SHOULD BE EXPECTED? University of Canberra Simon Hovian — National Leader, Construction & Engineering, Cerno 2.10pm – GREEN CONSTRUCTION AND CLAIMS 2.50pm MANAGEMENT 1.15pm – FINAL REMARKS AND PRIZE PRESENTATION Mervyn Rea — Head of Risk Engineering Customer 1.30pm Management APAC, Zurich Noel Bird — Claims Account Manager SA/NT, Zurich 1.30pm – LUNCH SERVED IN TRADE EXHIBITION 2.30pm 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).

5 SPEAKER BIOGRAPHIES ADAM SQUIRE PROF. ALLAN MANNING Head of Claims Managing Director OAMPS Insurance Brokers Ltd LMI Group

Adam has spent 28 years in the insurance For over 40 years, Allan has managed large industry working in various leadership and complex losses involving major and (claims and non-claims) roles across the complex claims all around the world. Using his Australia, the UK and Asia. experience, he now acts as a client advocate on claims, acts as an expert witness, and conducts Adam has held a number of senior claims policy reviews and drafts insurance wordings. roles in organisations such as CGU and Allianz and is currently responsible for designing and He has developed knowledge-based services, implementing the claims strategy for OAMPS such as PolicyComparison.com, BIcalculator. Insurance Brokers. com, RiskCoach and the business continuity management system, ContinuityCoach.com, Adam is passionate about engaging people, now used across the globe. as he has seen how it leads to a great customer experience, as well as better business results. Allan is one of Australia’s most academically- qualified insurance professionals, having lectured at RMIT, and 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 BART ANDREW THOMAS Chief Executive Officer, Pacific Region Head of Construction Group and Crawford & Company (Australia) Executive Adjuster, Major Loss Services Cunningham Lindsey

Andrew joined Crawford & Company in 2002 A dual qualified Civil Engineer and Chartered having been a Director of Robertson & Co. Loss Adjuster, Andrew has over 28 years of which was acquired by Crawford. At the time he adjusting experience having worked extensively was Manager of the NSW Division and heavily in the United Kingdom and throughout engaged in handling large property and Business Australasia on a number of significant loses. Interruption matters. Andrew has considerable expertise in the assessing of technical insurance claims, major Following the acquisition of Robertson & Co., and complex property and liability losses in the Andrew was appointed Deputy CEO and became Construction and Infrastructure Sector. CEO in November 2004. In 2014 Andrew was appointed Chief Executive Officer – Pacific Andrew presently acts as the head of Australia’s Region. He is a regular speaker at seminars Major & Complex Loss Construction Group and other industry events and is a member of at Cunningham Lindsey where he brings his the Advisory Board of the Claims Faculty of The experience to a portfolio of losses and strategic Australian & New Zealand Institute of Insurance responsibility for construction risks. He is also & Finance (ANZIIF). a past President and Senior Examiner of the Australian Institute of Loss Adjusters. Andrew worked as an Accountant before entering the claims services industry.

7 BRADLEY HEATH CAMPBELL FULLER Chief Executive Officer General Manager, Communications RACQ Insurance & Media Relations ICA

Bradley Heath was appointed as Chief Executive Campbell has more than two decades of Officer in March 2007, having held the positions experience as a journalist and communications of General Manager Personal Insurance, consultant and is responsible for the Insurance Executive Manager CTP & Claims, and Executive Council’s communications directorate. A former Manager Underwriting for RACQ Insurance newspaper journalist and editor, Campbell Limited. Bradley has over 25 years experience joined the Insurance Council in October 2011 in the insurance industry, gained primarily with from a multinational public relations firm, where RACQ Insurance Limited. he specialised in corporate communications, reputation management, thought leadership and As well as leading the RACQ Insurance crisis management for professional services team, Bradley has recently undertaken the firms, ASX-listed companies and financial additional role of Programme Sponsor for the services businesses. implementation of the new Group Enterprise System (GES) within the RACQ Group. 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. DAMIEN COATES DAMON BENNETT Deputy CEO, DUAL International, Chief Executive Officer & CEO, DUAL Asia Pacific Cunningham Lindsey Australia

Damien’s first role in insurance was as a Damon Bennett was appointed Chief Executive reinsurance accountant and internal auditor at FAI Officer of Cunningham Lindsey Australia in Australia. He then transferred to an underwriting February 2013. He is a seasoned business role in 1994, where he commenced underwriting leader with a broad range of operational and professional indemnity and directors’ and officers’ financial management experience, having insurance. In 1997, he was recruited to set up a previously held operational roles with GAB professional lines business for Allianz, previously Robins Queensland from 1997 – 2002. known as MMI. After a short stint at AIG in Sydney, In 2003, as Director of Business Development, Damien moved to AIG in London to take on the Damon led the Cunningham Lindsey Australia role of vice president and was responsible for Business Development, Sales and Client Account the financial lines portfolio in the UK, Ireland and Management teams, building capability across Africa. those teams which facilitated the business to In 2003, Damien decided to take the leap from the better understand clients and developed services comfort of a big insurer to open DUAL in Australia. to meet client objectives. After working out how to register a company Damon also possesses extensive claim handling and apply for licences, the Sydney branch expertise, specialising in financial and business opened in March 2004 with six people working interruption matters in a wide spectrum of out of serviced offices. Over the next few years, industries and has held Executive Adjuster status DUAL Australia opened offices in Melbourne, since 1998. Damon has a Bachelor of Business Perth, Brisbane, New Zealand, Hong Kong and Administration, Certificate of Risk Management, Singapore. is a Chartered Accountant, Certified Public In 2011, Damien was seconded to London to Accountant, a Fellow of the Insurance Institute spend two years as CEO of DUAL International. of Canada, Fellow of Australasian Institute of During this time, he delivered a number of Chartered Loss Adjusters, Fellow of Chartered strategic projects, including strengthening Institute of Loss Adjusters (U.K.) and is a certified the group head office for further expansion, fraud examiner. expanding capacity provider and leading further product diversification across the DUAL group.

9 GLENN ROGERS GRANT MCDONALD Principal Head of Technical Claims PwC QBE Australia

Glenn has over twenty years of experience in Grant has more than 20 years’ experience in shaping and delivering complex business and claims management across a diverse range of technology programmes within the Financial products. In his current role as Head of Technical Services, Government and Utilities industries Claims at QBE Australia, Grant is responsible in Australia, US, Canada, Europe, South for directing and leading the business’ claims Africa and Asia. The scope of his experience strategy to develop efficient operations and includes: business and technology programme deliver exceptional service and claims outcomes management, strategic reviews and target to QBE’s customers. operating model definition. Most recently Grant has been focused on As a consultant he has shaped and supported a number of claims initiatives including the the delivery of a number of outsourcing development and implementation of new opportunities for General Insurance companies in program policies and procedures; reviewing North America and Europe. The scope of these and revitalising the claims supply chain and outsourcing programs include both Customer procurement practices; and developing a centre Contact Centre functions, Business Processes, of technical excellence. People and Technology components. 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 ROSENTHAL JOHN VAN DE POLL General Manager Risk Partner Management Services Holman Webb Lawyers Unimutual

Harry is the General Manager of Risk John Van de Poll heads up Holman Webb’s Management Services for Regis and East Coast Insurance Practice and is the Partners — the managers of Unimutual, a firm’s Deputy Chairman. John has worked discretionary mutual of Australian universities in the insurance industry for over 27 years, and affiliates. He is the former Director of the having originally worked as a claims officer Risk Management Unit of the University of with Switzerland General Insurance. As an New South Wales, and past President of the insurance litigator, John has worked in all areas Australasian University Risk and Insurance of insurance. John successfully ran the matter of Management Society (AURIMS), and serves Sweeney v Boylan to the High Court of Australia, on industry committees for the Australian the leading authority on the liability of principals and New Zealand Institute of Insurance and for the negligence of their subcontractors. Finance and the Australian Nuclear Science John is the appointed adjudicator for a major and Technology Organisation. insurance group’s intra-company dispute Currently, he is the General Editor of resolution protocol, and a delegate on the NSW Risk Management Today, Australia’s risk Law Society’s professional conduct committee. management professional newsletter, and is John regularly presents at industry conferences, on the Faculty of Risk Management Advisory seminars and private client presentations. John’s Board of ANZIIF. He coordinates courses and professional opinion is frequently sought by a teaches risk management subjects at UNSW number of industry publications in the areas of and has published numerous articles on loss general insurance, professional indemnity and control and risk management-related topics medical malpractice. and is a frequent presenter at conferences and symposiums on risk, insurance and higher loss exposures.

11 MERVYN REA NIGEL PHAIR Head of Risk Engineering Director, Centre for Internet Safety Customer Management APAC University of Canberra Zurich

Mervyn has 26 years experience in the insurance Nigel Phair is an influential analyst on the and risk engineering industry, all with Zurich. He intersection of technology, crime and society. has experience in a broad range of industries, He has published two acclaimed books on the ranging from general manufacturing to strategic international impact of cybercrime, is a regular infrastructure and mining. He is proficient in media commentator and provides executive property fire, security, business interruption, advice on cybersecurity issues. natural perils and machinery breakdown In a 21-year career with the Australian Federal assessments, as well as liability, occupational Police, he achieved the rank of Detective health and safety and motor fleet (sedan, truck Superintendent and headed up investigations and mobile plant) assessments. at the Australian High Tech Crime Centre for Mervyn has completed Zurich’s Fire Protection four years. 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. NOEL BIRD PETER NEWALL Claims Account Manager SA/NT Head of Claims Zurich Swiss Re Corporate Solutions, APAC

Noel has worked for Zurich for 18 years, Peter Newall joined the Swiss Re Regional office starting with Zurich’s South Australian Workers in Hong Kong in September 2002 as Head Compensation team in 1996. of Claims and Liabilities for Asia. In 2012, he transferred to a global role with the Swiss Re Noel managed workers compensation claims in Key Case Management Team, as claims adviser and the ACT, where he gained responsible for Nat Cat strategy and major invaluable experience in general property, liability property and engineering reinsurance claims. and common law claims. On returning to South In January 2014, he moved to Singapore to join Australia in 1998, Noel continued to manage Swiss Re Corporate Solutions as Head of Asia liability claims up until 2008, when he became Pacific Claims. team leader for the SA Motor and Property Claims Team. Peter has been based in Asia since 1980 and has worked as an external international loss adjuster Noel was appointed Customer Care Manager and as an in-house international executive loss South Australia in August 2011. adjuster with the Cigna Group of Companies. In his customer care role, now known as Peter holds an honours degree in law, is a Fellow Claims Account Manager, Noel is responsible of the Chartered Insurance Institute, a Fellow of for fostering key external relationships with the Chartered Institute of Loss Adjusters and a brokers and customers. He also oversees the recognised European Union loss adjusting management of Zurich’s motor and property expert (FEUDI). 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.

13 PHILIP KOPERBERG PRUE WILLSFORD AO AFSM BEM Chief Executive Officer ANZIIF

Philip Koperberg is the Chairman of the Appointed Chief Executive Officer of the New South Wales Emergency Management Australian and New Zealand Institute of Committee, responsible for advising the New Insurance and Finance in 2013, Prue Willsford South Wales government on emergency has over 25 years experience in financial response strategies. services, business and education. He was a member of the New South Wales Prue joined ANZIIF after 10 years as the Legislative Assembly from 2007 – 2011, General Manager of Corporate Operations with representing the Blue Mountains electorate. State Trustees, overseeing finance, technology, He held the position of Minister for Climate legal, compliance and investments for Victoria’s Change, Environment and Water between 2007 major private administrator, trustee and estates and 2008. Prior to his political career, Koperberg executor. Prior to State Trustees, Prue was was the Commissioner of the New South Wales employed as the Head of Investment Products Rural Fire Service between 1997–2007. Prior to for NAB, managing the development of financial his involvement in emergency management, products for a range of clients across the he worked in various fields including the business. Prue also has experience in various finance industry. finance, accounting and product management positions for Colonial Mutual and Phil has taken on the role of overall emergency Macquarie Bank. controller during the 2001 Christmas/New Year fires, in 1994 with over 800 New South Wales Prue is an active volunteer with interests fires covering in excess of 800,000 hectares in education and urban development. She and in 1999 during the severe hail storms which is currently a director of civil engineering damaged more than 30,000 properties. 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. RICHARD PARKER SIMON HOVIAN Managing Partner National Leader, Edge Construction and Engineering Cerno

Richard Parker is managing partner at digital Simon is based in Sydney and heads up content agency, Edge. With a strong grounding Cerno’s Construction Adjusting Team. Simon in planning across digital, social, mobile, CRM runs his own assignment of higher end and and custom publishing, he is responsible for complex construction claims with the added content strategy across Edge’s portfolio of responsibilities of ensuring quality within the clients, as well as the strategic direction of the Cerno network with respect to other Adjusters business. dealing with Contract Works style claims. Richard built up his expertise in London, where Simon has been working in the insurance he worked with Seven, Large Design and Story industry for almost 15 years. Simon initially Worldwide before setting up boutique creative commenced in the insurance industry as a Loss agency, Better Things, and shared his nous for Adjuster specialising in construction claims. strategic planning with a large number of brands, He then spent 6 years in the broking sector, including ASOS.com, Coca-Cola, Estee Lauder managing the service delivery to a number of and Johnson & Johnson. key constructions accounts for two of the largest international broking houses. Now a fully-fledged Sydneysider, he has a weekly column with SmartCompany.com.au, Prior to joining the insurance industry, Simon where he writes as the Online Anthropologist, worked for a number of years as a local he regularly contributes to B&T Magazine and government engineer, delivering construction and has spoken at events including mUmBRELLA maintenance programs for community assets 360, B&T MAD Week, the Mumbrella Festival of including buildings, roads and other typical Branded Content and Entertainment, and the community and public infrastructure. Simon has CMO Summit. 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. .

15 TERRY MCMULLAN TONY BUTTON Publisher Managing Director & Insurance News Chief Adjusting Officer Cerno

Terry is the Publisher of Insurance News. He has Tony has practiced as a loss adjuster since spent most of his working life in communications, 1987 and brings over 25 years of loss adjusting as a journalist and as a corporate strategist and management an experience to the Managing lobbyist. Director role. He also retains the responsibilities of Chief Adjusting Officer and is board member He joined the Insurance Council of Australia in of the Cerno Ltd. 1991 from BHP, where he had managed BHP Petroleum’s communications and government Tony started with MBS Loss Adjusters (later relations functions. In 1997 he and Naomi part of Cunningham Lindsay) and moved to Conway set up MCC Media, a public relations Freemans in 1997 as Manager of the Sydney and marketing consultancy. Among its branch. He has since held national roles with achievements was the development of Insurance Freemans and Cerno. & Risk Professional magazine for NIBA. Before entering the insurance industry, Tony was In 2008 MCC Media became an independent an Australian Army officer and worked across publisher, launching insuranceNEWS.com.au various Army units in equipment management in 2008 and Insurance News (the magazine) in before being transferred to Malaysia as an 2009. The online service is the largest serving advisor to the Malaysian Ministry of Defence. the region’s insurance industry, with more than He holds an honours degree in Electrical 21,000 subscribers and many more casual Engineering, is a Fellow of the Australasian visitors. Institute of Chartered Loss Adjusters and a former examiner for AICLA. CONVENOR BIOGRAPHIES CHRISTINE BOARDMAN PHILIP MAGUIRE Executive General Adjuster, Principal Global Technical Services Professional Financial Solutions Pty Ltd Crawford & Company (Australia)

Christine is a Fellow of the Australasian Institute Philip Maguire is a Principal of Professional of Chartered Loss Adjusters (AICLA) and a Financial Solutions where he provides advisory Senior Associate of the Australian and New services to a range of clients, including industry Zealand Institute of Insurance and Finance. and professional bodies. She has completed the Advanced Diploma Prior to joining PFS, Philip was the Deputy in Conveyancing and was awarded the NSW Chief Executive of the Insurance Council of State Medal. Australia. He was also the Managing Director Christine has practised as a loss adjuster for of HIH Claims Support Limited, a company 26 years, initially with Reid Bergin & Associates established jointly between the insurance and Freemans before joining Crawford & industry and the federal government to assist Company in 2005. She specialises in handling policyholders impacted by the collapse of the major and complex commercial property and HIH Insurance group. business interruption losses, contract works Philip has experience on a number of boards, and public liability claims, as well as losses for including as a director (both executive and high net-worth individuals. She has responded non-executive) of insurance organisations. 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.

17 KEVIN MCELHENNY AICLA NSW Division Chairman & Chartered Loss Adjuster Integra 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. EXHIBITION EXHIBITION INFORMATION PASSPORT

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

Located in your lanyard will be an Exhibition ADVANCED BUILDINGS 4 Passport. Delegates must have this card AICLA 5 stamped by each exhibitor and be in attendance ANZIIF 2 for the prize draw at 1.15pm on Thursday 14 August 2014. AUSTRALIAN DISASTER RECOVERY 13 AND 14 Please drop your completed passport into BARCLAYS BUILDING SERVICES 12 the competition bowl located at the CC14 BAY BUILDING GROUP 10 Registration Desk.

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

Opening Hours:

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

WEDNESDAY 13 AUGUST 7.45AM – 5.40PM

THURSDAY 14 AUGUST 8.15AM – 2.30PM

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21 EXHIBITORS

ADVANCED BUILDINGS AICLA Booth 4 Booth 5

Advanced Buildings was incorporated in 1998 The Australasian Institute of Chartered Loss to provide building services to the insurance Adjusters (AICLA) is Australasia’s premier industry. Advanced Buildings are specialists professional loss adjusting institute. It is a result in building reinstatement, restoration and of the 1997 merging of the Australian Institute of cleaning solutions. Loss Adjusters (AILA), the Chartered Institute of Loss Adjusters Australasian Division (CILA) and Operating within the greater Sydney the Institute of Loss Adjusters of New Zealand metropolitan, Wollongong, Central Coast, (ILANZ). The objectives of AICLA include: Newcastle and South East Queensland areas, Advanced Buildings is a preferred supplier of • Provision of a framework of recognised and building reinstatement services for many of respected educational standards, courses Australia’s major insurers. and qualifications Advanced Buildings has assisted in a broad • Continuing advancement of the education range of insurance works and has been and technical knowledge of our members instrumental in helping to reinstate buildings through meetings, seminars and conferences damaged by some of the worst storms, fires • Provision of unified representation in the or floods. insurance and financial services industry Advanced Buildings has emerged as a which we serve significant provider of building reinstatement • Ongoing liaison with industry associations, services, working with many of Australia’s insurers, brokers, lawyers and others serving leading insurers and assisting thousands of in our industry. people and businesses whose premises have been damaged by fire, water or storm damage. Members are subject to a framework of qualifications and are bound by a strict code In 2009, Advanced Buildings introduced their of conduct designed to ensure a high standard restoration and cleaning service, enabling of knowledge, efficiency and integrity in our the company to supply a comprehensive and dealings with our industry and the public. integrated response to all that’s required to get buildings reinstated and cleaned up after an insurable event. AUSTRALIAN ANZIIF DISASTER RECOVERY Booth 2 Booths 13 & 14

The Australian and New Zealand Institute of Australian Disaster Recovery (ADR) is a 100 per Insurance and Finance is the leading member cent Australian-owned company which provides association and provider of education, training professional restoration services. ADR is very and professional development services to the proud to be the Platinum Sponsor of CC14 and insurance and financial services industry in is firmly focused on providing the highest degree Australia, New Zealand and the Asia-Pacific of expertise and professionalism to all projects, region. regularly refining and developing its many services to attend to the specific requirements The Institute’s commitment to providing relevant, of an ever-changing insurance industry. With high-quality qualifications and education over 25 years experience in restoration, the programs is underpinned by its role in partnering principals of ADR know exactly what is required with the industry and its members in the pursuit from a restoration company in today’s fast- of professional excellence and business paced insurance industry, and they know how to success. deliver it. The Institute’s broad range of education and ADR’s background is primarily in the inspection, training programs reflect its commitment to reporting, restoration and repair of electronic, lifelong learning, from traineeship packages and mechanical and electromechanical equipment. compliance and development programs, through However, ADR has developed efficient and to formal award course programs at Certificate cost-effective processes to encompass all III, Certificate IV and Diploma level. areas of emergency recovery and restoration The Institute also offers a variety of delivery work, including fire and flood recovery, mould options for all of its training and education remediation, document restoration and programs, including online learning, face-to-face digitisation. workshops, in-house training, licensing and ADR has formed long-standing professional recognition of prior learning and experience. relationships with loss adjusters and claims These delivery solutions are designed to provide managers over many years of dedicated maximum flexibility and efficiency for students service, offering 24-hour emergency recovery and employers. response across the Sydney metropolitan area, For more information on membership, education with technical and engineering projects, mould and professional development, please visit remediation and document services being www.theinstitute.com.au conducted nationally. You can “rest assured” with ADR.

23 BARCLAYS BUILDING SERVICES BAY BUILDING GROUP Booth 12 Booth 10

Barclays Building Services is a family-owned As a family-owned insurance building company and operated company headquartered in Perth, with over 25 years industry experience, Bay , which provides a variety of Building Group understands the importance quality building services to a large number of of delivering a superior and diverse insurance insurance and loss adjuster clients. repair service which focuses on cost efficiencies, quality control and exceptional customer After spending 20 years building their successful service. Through the implementation of industry business in the UK, founders Bill and Michele leading processes and technology, a dedicated Barclay moved the family to WA and founded account management team and our presence their business in Perth over 28 years ago. in metro and regional areas, we aim to deliver a The next generation of the Barclays family joined completely transparent and hassle-free service. the management team a few years ago, with son Bay Building Services adopts a specialised Leigh Barclay as General Manager and daughter- team approach allowing us to manage repairs in-law Angela Barclay as Office Manager. of any value. Our Emergency Make Safe team The 30-strong Barclays team has over 150 years provides immediate disaster response 24 hours experience in the insurance damage claims a day, seven days a week. Our Streamline team business and over 200 years experience in the focuses on delivering repairs under $5K rapidly building industry. and at low cost. Our Construction team focuses on claims between $5K and $50K, and our Major Barclays offers state-wide coverage in WA, Projects team offers extensive experience in with offices in Perth, Mandurah and Busselton, managing large and complex claims exceeding and regional partners in Albany, Geraldton, $50K in value. Kalgoorlie, Karratha/Port Hedland, Esperance, Broome and Kununurra. Linx Contents Services offers comprehensive disaster and contents restoration services, We have created three separate divisions to including mould remediation, structural drying better serve customers — the Perth Metro and a computerised inventory system. division, the Regional and Country division and the Large Claims division. Our partner companies work both independently or in conjunction with one another to deliver a Barclays extends a warm invitation to all 24-hour emergency make-safe service across all delegates to come meet the Barclays team in service areas, tailored to meet your needs when Booth 12, test-drive the state-of-the-art bartrack disaster strikes. system and enter the lucky draw to win a $500 adrenalin voucher. COMPANION IT ENSUREFLOW-i FEN AUSTRALIA Booth 9 Booth 11

Companion IT has over 20 years experience The Flood & Fire Emergency Network (FEN) is in developing insurance claim property the Australia-wide, 24/7 emergency water and fire repair systems. restoration network, bringing together Australia’s most experienced and qualified restoration EnsureFlow-i, our new solution, is a building and technicians. contents claims workflow and cost management system designed for the insurance and loss Key services: adjuster industry. • Water damage restoration Our flagship solutions, namely EnsureFlow™ • Fire damage restoration and EnsureFlow™ mobile, are complementary workflow and cost management systems • Contents restoration designed for insurance builders and repairers. • Mould remediation and testing Our suite of solutions contribute to improving the efficiencies of the insurance claims process • Malicious damage, impact and crime and provide our clients with a workflow scene rectification competitive edge. • 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.

25 JACOBSON FMG ENGINEERING CONSTRUCTIONS Booth 3 Booth 7

Investigating disasters and building failures... Jacobson Constructions Pty Ltd is your we lead the way. professional solution for all insurance building repairs. Our experience and capacity includes An outstanding application of FMG Engineering’s domestic, commercial and industrial buildings expertise is in forensic engineering and building affected by fire, storm, impact, water or any other assessment. Our flexible and highly-experienced claim-related event. Jacobson Constructions Pty teams of forensic engineers are available, Ltd provides quality, timely repairs at competitive nationally, for diagnosis of causation and rates with a focus on mitigating claim costs and remediation advice for building and structural claim life, while proactively ensuring customer damage of all types in residential, commercial satisfaction throughout the entire claim process. and industrial structures. Jacobson’s team includes professional qualified FMG Engineering’s experience in assisting loss tradesmen, experienced insurance specialists, adjusters and insurers allows us to provide a building supervisors, project managers and rapid turnaround of professional, objective and an industry-experienced administrative independent reports. Due to our professional support team. service, we enjoy repeat business from the insurance claims industry and we believe that our Services include: building of relationships and openness are key 24/7 emergency response call to our success. We are also trusted by the legal fraternity to deal with difficult or complex claims Professional, tailored causation reports with and to act as independent experts. photographic attachments FMG Engineering specialises in Online claim tracking system (CTS) — designed the following: to give our clients real-time access 24/7 to job progress updates, documents and details, as • Forensic investigations and building well as provide a communication portal for all assessments. claim-related matters • Residential, commercial and industrial Project management of new and buildings and structures. reinstatement work • Cause of damage determination and repair Renovations and extensions — residential, specifications. commercial and industrial properties. • 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. JB Hi-Fi JOHNS LYNG GROUP Booth 6 Booth 17

Our insurance division offers a comprehensive Johns Lyng Group is a truly diverse company. insurance claim replacement and fulfilment For over 60 years, we have built a track record service to all major insurance companies in putting clients’ needs first. This approach has throughout Australia and New Zealand. seen us become a market leader in the supply of specialist building and restoration services to the Beginning as a CD and DVD replacement insurance industry. service, JB Hi-Fi’s Insurance Division has grown to become the largest and most comprehensive Today, in metro and rural areas Australia-wide, national supplier of consumer electronics. we deliver emergency building works across Servicing virtually every household and travel all sectors, including fire, flood damage and insurance provider in Australasia, their catalogue natural disasters. We are masters in reinstating continues to expand, now encompassing properties and the professional expertise of musical instruments, whitegoods and small our team, together with our unique business appliances. structure, gives us the capability to undertake works of all scope and scale. Utilising JB Hi-Fi’s network of over 180 stores, the centralised team of insurance advisers can As the insurance industry continues to address qualify, quantify and supply an authorised claim the challenges of delivering cost-effective, in as little as 20 minutes. customer-focused service in times of small and large-scale crisis, Johns Lyng Group The division’s expert product knowledge, provides national consistency, financial strength, commitment to customer service excellence adaptable systems and people-focused delivery and willingness and ability to adapt to the while dedicating ourselves to continuous varying requirements of each individual insurer improvement. 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.

27 POOLWERX RESTORX SERVICES Booth 15 Booth 18

Positioned in the swimming pools and spas Restorx constantly evolves in the ever-changing aftermarket, PoolWerx services pools and spas, world of building and contents restoration. maintains equipment and retails pool equipment Across a broad range of capabilities, Restorx in Australia and New Zealand. is able to respond quickly to remediate and eliminate further damage using the latest Using the power of franchising, PoolWerx is technologies. Services include electrical bringing a billion-dollar business sector into and electronic, contents restoration, mould line with best practice and setting entirely new and biohazard, structural drying, program standards in client service. maintenance, plant and equipment. The corporation is among the most respected Restorx’s team of supervisors, estimators and and fastest growing in Australia and New technicians is on standby 24/7, allowing for Zealand. With over 265 franchisees, PoolWerx works to be completed faster and more cost- is able to offer prompt service for all clients effectively while maintaining high levels of quality delivered by experienced and fully-accredited for clients. technicians (RTO accredited). Our technical knowledge enhances the way we PoolWerx offers a wide range of services, work with clients. This often leads to strategic including: partnerships, enabling effective management of • complimentary professional onsite advice large-scale works. • complimentary onsite quotation and With an integrated approach to people, assessment processes and technology, Restorx minimises disruptions, whether it be to your home or • emergency clean-up and water rebalance business and, in turn, maximises efficiencies, • equipment repair, supply and installation ensuring a fast and successful outcome is achieved, especially in emergency situations. • solar, gas and electric heating, fencing and lighting Restorx has long been a supporter of the insurance industry across commercial, domestic • comprehensive insurance and specialist risks, and looks forward to nurturing and growing these relationships in • competitive pricing. the future. STEAMATIC AUSTRALIA WEX AUSTRALIA Booth 8 Booth 1

While most of us understand the vital role WEX (formerly known as Wright Express) helps insurance fulfils during an unforseen event, companies across a wide spectrum of industries many of us have little idea as to the practicalities around the globe grow their businesses by associated with getting a damaged property delivering powerful fleet, prepaid and corporate functional again. payment solutions, transaction processing and information management programs. People affected by the event, and their advisers, face a number of decisions. The wrong choices The company’s subsidiaries include WEX in the early stages could severely impact the Financial Services, TelaPoint, Pacific Pride, functioning and/or recovery of the business or WEX International, WEX Prepaid Cards Australia home. This is significantly exacerbated in the and WEX Fuel Cards Australia. Together, these event of a catastrophe, such as bushfires, floods subsidiaries employ more than 1,400 associates or landslides — particularly as the damage in five countries. is usually greater and resources to assist are To learn more about WEX and their products, visit generally stretched. www.wexaustralia.com. 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’.

29 CONVENTION INFORMATION

PD Rating: Dress Code: Business attire is appropriate for all convention FULL CONVENTION 9 POINTS sessions, lunches and networking drinks. DAY ONE 6 POINTS Lounge suit or cocktail attire is appropriate for those attending the convention dinner. 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. MAP

THE IVY BALLROOM

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.

Sofitel Sydney Wentworth 8 min 550m

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31 THANK YOU

THANK YOU TO OUR ORGANISING SUPPORTERS COMMITTEE

The Australian and New Zealand Institute of AICLA and ANZIIF would like to sincerely thank Insurance and Finance and the Australasian the CC14 organising committee for their time Institute of Chartered Loss Adjusters would and effort contributing to the 2014 Claims like to thank everyone who has supported the Convention: The Changing World of Claims. AICLA/ANZIIF 2014 Claims Convention: The Changing World of Claims. • Tony Libke, AICLA • Michael Cooke, Cerno Ltd OUR DELEGATES • Philip Maguire, Professional Financial Solutions Pty Ltd Thank you for attending the AICLA/ANZIIF 2014 Claims Convention. We hope that you enjoyed • Christine Boardman, Crawford and Company the networking sessions and that you found (Australia) Pty Ltd our speakers engaging and inspiring. We look • Kevin McElhenny, Integra Technical Services forward to your in-depth feedback through (Australia) Pty Ltd our online surveys distributed following the convention. Thank you for providing AICLA and • Sherrie Morton, Liberty International ANZIIF with the opportunity to be a part of your Underwriters Ltd professional development. • Adam Squire, OAMPS Insurance Brokers Ltd • Sarah Walters, ANZIIF • Elyse Rosewall, ANZIIF • Claire Hepenstall, ANZIIF 33

35 Australian and New Zealand Australasian Institute of Institute of Insurance and Finance Chartered Loss Adjusters

Level 8, 600 Bourke Street GPO Box 1705 Melbourne, VIC 3000 Australia Brisbane, QLD 4001 Australia Phone: (61 3) 9613 7200 Phone: (61 7) 3229 6663 Fax: (61 3) 9642 4166 Fax: (61 7) 3221 7267 Email: [email protected] Email: [email protected]