Agenda

Chairperson’s Opening Remarks

EV Extended Warranties – Product Design, Data, Availability, Batteries and More

The EV business segment leads most discussions of vehicle sales whether warranted or not.  What are special characteristics required in an EV warranty?  Who is offering products and how long in time and mileage are available?  Is there a need with standard warranties of 8 years?  This session will discuss the marketplace, available data on batteries and the design of products.

News Flash: Vehicle Market

How We Redesigned Our Product Delivery Process to Focus on Loss Control

This presentation will walk through how we revamped our traditional product development and delivery process to tackle detailed needs, including loss control, earlier in the process so that we could more quickly respond to market demands. Key takeaways include:

• Workshopping various teams’ needs to develop a robust process that works for all teams
• The importance of engaging operations and loss control teams early in the process
• How to prioritize and communicate your strategy to leaders
• The criticality of not leaving technology partners behind

Legislative and Regulatory Developments Impacting Vehicle Service Contracts and Protection Product Warranties

This session will focus on recent legislative changes and trends at both the state and federal level.  Recent developments and pending 2024 legislation will be discussed.  Topics include CFPB enforcement actions, FTC rulemaking, and recent or proposed changes to state laws regulating various voluntary protection products for motor vehicles.

Networking Reception

Networking Continental Breakfast

Collaborate to Innovate: Redefining Success in Warranty Administration

This session will dig deeply into how an administrator courts a dealership prospect, how the dealership selects its administrator partner and what are the steps in an effective product installation at a franchise dealership. Additionally, what sustains a great partnership, how do you innovate and remain relevant and how does a best in class administrator overcome the inevitable problems encountered due to consumer complaints, state and federal regulatory updates and dealership mergers and acquisitions.

Strategic Insights: Transforming Go To Market Strategies by Unlocking Lifetime Customer Value

Transform your go-to-market strategies through the lens of Lifetime Customer Value (LCV).  Unlock and maximize the potential of LCV for sustainable growth for you and your dealer's business. Gain practical insights into integrating LCV considerations into your marketing and sales approaches to navigate evolving market dynamics. Understand the accretive benefits of prioritizing LCV and chart a strategic course for success in today's dynamic business landscape.

Automotive Claim Loss Ratios- Be the Expert: Identifying, Understanding and Controlling Excess Claims by Utilizing BI + AI

• Loss ratio, severity, frequency, vehicles, terms, component categories – by dealer, dealer group, agency, agent, reinsurance
• BI reporting best practices
• AI promises of proactive and faster issue identification
• Dealer accountability steps discussion:
• Defining issues driving excessive loss ratio
• Defining counter-measures

Ted Danner, Principal, Danner Automotive Consulting

Networking Refreshment Break

Roundtable Discussion Group: Harness AI to Elevate Customer Experience, Control Costs, Streamline Operations & Drive Sales

Group leaders:

• Harnessing the Power of AI:
• Customer service including chats + calls + website
• Sales / customer targeting offers + follow-ups
• VSC claim automation
• Proactive, instant alerts for anomaly detection, expense control, fraud finding
• Systems Integrations & Technology Tools to Boost Sales
• Best Reinsurance Plans to Offer Dealers

Close of Vehicle Track

Chairperson’s Opening Remarks

News Flash: Home & Appliance

Reimaging the Warranty Experience…What Do ‘We’ Really Want?

Let’s discuss how expectations in our industry are changing and what is driving this. Reimagining and re-designing the customer repair experience is one way to advance our industry and be a force for good. It could also provide benefits for many stakeholders in the warranty eco-system. So, what’s the catch, are there downsides? More importantly, what’s the key to making this happen?

Retail Strategies & Insights to Grow Sales

Extended Protection Value Chain: Exploring the Insource/Partner Dilemma

This session will highlight several of the functional disciplines of the ESP Value Chain required to deliver a robust extended protection product to your consumer, and highlight some decision criteria for retaining the execution internally at your company, or partnering with outside experts.

Networking Reception

Networking Continental Breakfast

Legislative and Regulatory Developments Impacting Home and Consumer Goods Service Contracts

This session will focus on recent legislative changes and trends at both the state and federal level.  Recent developments and pending 2024 legislation will be discussed.  Topics include FTC rulemaking, automatic renewal laws, and recent or proposed changes to state laws regulating home and consumer goods service contracts.

News Flash: Mobile & Electronic

Technological and Virtual Service Innovations and Other Provider Trends

• State of service network innovation
• Service level trends: costs and capacity
• Technological and virtual innovations

Networking Refreshment Break

Industry-specific Roundtable Discussion Groups

Join one of these small group, highly interactive discussions to get your questions answered on the spot, generate innovative ideas and hear from your industry colleagues.

1. Roundtable Discussion Group: Home & Appliance
• Strategies for Product Differentiation by Distribution Channel
• Risk & Fraud Management: Analysis & Technology
• Growing the Trade: How Do We Find More Technicians
Group Leaders:

Rodney Martin, Chief Executive Officer,America’s Preferred Home Warranty

Kevin Roney, Business Development, Extended Service Plans,Whirlpool

2. Roundtable Discussion Group: Mobile/Electronics
• Customer service improvements in CE (field repair, depot and product replacement strategies
• AI / Warranty analytics - How are they supporting the industry and your programs?
• Evolving regulatory landscape & how are we navigating change?
• Post purchase engagement for extended warranty sales    
Group Leader:

Lari Stone, Service Business Coordinator, AR/VR Support Ops, Meta

Close of Conference