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ALUCA 2014 CONFERENCE

Maroochydore, Queensland 18 - 22 October

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Dear Colleague On behalf of the ALUCA Board, I am delighted to welcome you to ALUCA’s biennial conference. This conference is always eagerly awaited by members of the association. It is seen as a major opportunity for professionals involved in the functions of claims and underwriting to get together to reflect on the current position of their critical roles in the strength of the life protection industry and see what lies ahead for them and the industry. We should all remember and be proud of the fact that the life insurance industry continues to provide one of the most important elements of financial protection during times of need for the community in our geographical region. This year’s conference theme of 'Truth or Dare… market forces at play' challenges us to consider where we as professionals have come from, where we are currently and where we should aim to be in the future by asking some important questions:

Have we in underwriting and claims moved with the times and adapted innovatively to the changes and challenges?

What have we to show for it? Are we still relevant to our customers? Where are the opportunities for those involved in underwriting, claims and product to reinvent

the current approach taken? Each day of the conference will have a different focus, firstly the Market, followed by Do we Dare to Change and finally, People at Play. Our Conference Program Sub-committee has assembled an exciting array of Plenary Sessions and presenters who will be providing insight into topics of interest to all within the industry. These sessions will be supplemented by a range of specifically targeted Concurrent sessions encompassing technical and skills development sessions on topics which provide technical knowledge as well as reinforcing the practical application of skills. Master Classes will focus on complex issues of a medical nature that will continue to challenge our industry. The concurrent sessions are designed to create a suitable forum for you, our conference delegates, together with a range of internal and external industry experts, to discuss topics of critical importance to the life insurance industry. These sessions will be aimed at varying levels of experience and delegates will be able to attend those sessions best aligned to both their professional interests and level of expertise. This year’s ALUCA conference will be making use of technology to facilitate interaction and to improve the overall experience for delegates. As a result, delegates will have access to a conference App which will allow them and anyone interested in the conference to keep up to date with conference news as it develops. Please feel free to make use of it once it is available. Finally, the work of ALUCA could not continue to be a success without the ongoing support of the various companies who have committed to the association’s initial two year business partnership program. We thank our partners again for their commitment to the growth of professionalism and encourage you to get to know them during the conference. The ALUCA Board looks forward to meeting with you at the conference and making this year’s event another major step in the advancement of professionalism.

Brian Sussman Chairperson

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The Australasian Life Underwriting and Claims Association Incorporated (ALUCA) is a professional association for people involved in the Life Insurance area of the Financial Services industry. The Vision of the Association is to be recognised by ALUCA members, their employers, industry colleagues and relevant organisations both internal and external to the Life Insurance industry as the premier association for Life Insurance underwriting and claims professionals in Australasia. The purposes of the association are to:

(a) represent the professional interests of underwriting and claims personnel in the life insurance industry.

(b) maintain and improve the level of professional competence and practice in the field of risk management.

(c) promote and facilitate the professional development of members. ALUCA is governed by a Board. Members of the Board and their particular portfolios for 2014 are: Chair Mr Brian Sussman (RGA) Deputy Chair / Secretary Mr John O’Leary (CommInsure) Governance / Treasury Mr Trent Tosh (Gen Re) Education / Relationships Mr John O’Leary (CommInsure) Ms Vanessa Dobson (Munich Re) Membership Ms Fiona Guscott (MLC) Communication Mr Matthew Ramjan (Gen Re) Ms Roscel Uy (Hannover Life Re) Conference Program Ms Kathryn Sanford (TAL) Mr Howard Williams (MLC) Conference Logistics Ms Claire Nolan (Swiss Re) Strategy & Marketing Mr Peter Jones (Cogent Management) The Board is assisted by: Executive Officer Mr Tony O’Leary Secretariat Officer Ms Alison Dews Members of the 2014 Conference Program Sub-Committee are: Ms Kathryn Sanford (Chair) (TAL) Mr Howard Williams (MLC) Ms Katherine Ashby (BT Financial Group) Ms Louise Burwood (MLC) Ms Jane Dorter (KPMG) Ms Gail Jones (AMP) Ms Lizz Kiernan (TAL) Ms Christie Loustau (RGA) Mr Ben Lynch (RGA) Ms Noelene Palmer (Swiss Re) Ms Ann Papas Ms Alison Dews (ALUCA)

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Plenary Session Location

Keynote and Plenary Business Sessions will be held in the Wandiny Room (see map next page)

Concurrent Session Locations

Concurrent Sessions will be held in the Mudjimba, Ninderry (see map above)

or Lily Rooms (see map next page).

Meals and Refreshments

Breakfast and Lunch will be available in the Nouveau Restaurant Morning and afternoon teas will be available in the Foyer area

Dinners and functions as indicated in the program

Exhibition

Exhibition booths will be located in the Foyer area and will be in operation from the evening of Saturday until lunchtime on Tuesday.

Novotel Twin Waters

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The Lily Rooms are along the lake path

The Wandiny Room is along the garden path at the front of the resort

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Concurrent Sessions Concurrent sessions on a wide range of topics are intended to induce discussion and interaction and enhance technical knowledge and skill, and will be of several types:

Link sessions which have a direct link to the preceding Plenary session, enabling deeper exploration of the topic.

General sessions which may be of interest to all delegates Masterclasses, some of which will be by invitation only Streamed sessions, designed to appeal to various disciplines. Delegates may

choose to either follow one discipline stream or mix their choices in order to broaden their perspective as a professional.

Details of the location of each concurrent session will be provided in a separate pocket program at the conference and on the conference App.

Dress Code

For Business Sessions, Welcome Drinks and Dinner and the Networking Dinner the dress code is smart casual. The Networking Dinner will be outdoors so please carefully consider your footwear. For the Gala Awards Dinner, we dress to impress!

CPD

Full participation in the ALUCA 2014 Conference will earn 18 hours towards ALUCA Continuing Professional Development.

Name Tag Lanyards – Key to Colours Delegates: White with green logo. Speakers: Red with white logo. (Partners will be allocated a special colour lanyard at registration.) ALUCA Board members: Green with white logo. Please talk to a Board member if you have any questions about ALUCA.

Conference Program Saturday 18 October

11.00 am - 4.00 pm Flights Incoming

1.30 pm – 6.00 pm Registration Location: Novotel Twin Waters Resort Foyer

6.30 pm onwards Welcome Drinks & Dinner Chairperson’s Welcome - Mr Brian Sussman Location: Novotel Twin Waters Resort Foyer

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NB: This program may be subject to alteration

Theme of the Day: Market Focus

8:30 - 8:45 am Wandiny

Welcome and Opening of the Conference Brian Sussman

8:45 -10:15 am

Wandiny

Keynote Address:

Sales, marketing, and customer service – how much more do we need to know, or do we know at all?

Amanda Stevens

10:15 -10:45 Morning Tea

10:45 – 11:15 am

Wandiny

ALUCA: the way forward

Tony O’Leary and Peter Jones, ALUCA

11:15 am -12:15 pm

Wandiny

Plenary Session:

Where’s the competitive advantage in Life Insurance? Executive Panel Discussion - Our next steps.

Naomi Ballantyne, Partners (NZ), Leigh Watson, Swiss Re, and Andres Webersinke, Gen Re

12:15 - 1:15 Lunch

1:15 - 2:15 pm

Wandiny

Plenary Session: The Impact and Speed to Value of Big Data in the Life Insurance Industry

Adrian Smolski Principal Data Scientist CSC

2:20 – 3:05 pm

Mudjimba combined

Wandiny

Concurrent Link Session:

Underwriting and Claims: Data –  From Operational Reporting to Insight

Underwriting: Data – linking analytics

Jim Welsh, AMP

Adrian Smolski, CSC

3:05 - 3:35 pm Afternoon Tea

3:35 - 4:20 pm

Mudjimba combined

Wandiny

Fire Lily

Water Lily

Concurrent Session:

Claims: Is work really beneficial - a crucial claims conversation

Underwriting: New thinking in underwriting: why predictive analytics and behavioural science could represent powerful allies

Product: Group Mentality – pressures and developments in the Group market

General: How is Life Insurance responding to the diversity in the Australian community?

Roger Clark, RGA

John Cardus, Swiss Re

Jenny Oliver, TAL

David Wilkinson, TAL

4:30 - 5:15 pm

Wandiny

Mudjimba combined

Fire Lily

Water Lily

Concurrent Session:

Claims: A look at stress and psychosomatic claims – how defined is the link? Underwriting: The Future of Cancer diagnosis Product: Regulation – Super Changes

Masterclass: Nanotechnology – advances in medical technology (This session is invitation only)

Dr Tanveer Ahmed, Medico Legal Specialists Prof Richard Fox, mlcoa Katherine Ashby, BT Financial Group

Dr Bill Monday Munich Re

7.00 pm Networking drinks and dinner - commencing in foyer area

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NB: This program may be subject to alteration

Theme of the Day: Do we dare to change?

8:30 - 8:45 am Wandiny

ALUCA Introduction

Daily MC

8:45 -10:15 am Wandiny

Plenary Session: Economic Outlook or Lookout!

Stephen Koukoulas

10:15 -10:45 am Morning Tea

10:45 am -12:15 pm

Wandiny

Plenary Session: Innovation

Nils Vesk

12:15 - 1:15 pm Lunch

1:15 - 2:15 pm

Wandiny

Plenary Session:

Mental Health – Global Learnings

Nikki Brouwers, The Interact Group and Adele Spallone, Aetna (USA)

2:20 - 3:05 pm

Wandiny

Mudjimba combined

Concurrent Link Session: Claims: Mental Health – Global Application Product: Mental Health – Global Application

Nikki Brouwers, The Interact Group, and Adele Spallone, Aetna (USA)

3:05 – 3:35 pm Afternoon Tea

3: 35 - 4.20 pm

Water Lily

Fire Lily

Wandiny

Mudjimba combined

Concurrent Session:

Claims: Beyond Disability and Towards Career Independence - Realising Capability Based Vocational Opportunities

General: FSC Life Priorities - an overview and update

Product: Complexity of Products - Income Protection - the little things

General: FOFA – where are we now?

Frank Imbesi, AMS Consulting

Claire Machin, Henry Davis York, and Sean Boner, BT Financial Group

Pete Rushbrook, CommInsure

 

Chris Kirby, AMP

4:25 - 5:10 pm

Wandiny

Mudjimba combined

Fire Lily

Water Lily

Concurrent Session: Claims: Demystifying: Claims Technology - making it work for your business General: Panel Discussion: Making the puzzle fit. Managing the challenges of competing business unit priorities to achieve a shared purpose  Product: Direct Market expansion – what’s the outcome look like? Masterclass: The value of the pills ‐ understanding psychotropic medications in the insurance setting (This session is invitation only)

Howard Williams, MLC, and Noelene Palmer, Swiss Re

Paula Bourke and Richard Zarzeczny, BT Financial Groupand panel

Cath Stewart, Suncorp Life

Dr Dielle Felman, Work Life Well

5.10 pm onwards Free evening

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NB: This program may be subject to alteration

Theme of the Day: People at play

8:45 - 9:00 am Wandiny

ALUCA Introduction

Daily MC

9:00-10:30 am

Wandiny

Plenary Session:

Passionate About People - It Starts with Passion

Keith Abraham

10:30-11:00 Morning Tea

11:00-11:45 am

Water Lily

Fire Lily

Mudjimba 1

Wandiny

Mudjimba 2&3

Concurrent Session: Claims: Are we prepared? - Understanding the NDIS and its potential impact on the Life Insurance industry Product: Ageing population: Some fish, a reptile, a sponge and a jellyfish call up an advisor Product: Launch of the Bancassurance Force Underwriting: ICA – what Life Professionals need to know about non-disclosure Masterclass: The value of the pills - understanding psychotropic medications in the insurance setting (open session)

Linda Winterbottom, RGA Ilan Leas, Swiss Re Andre Dreyer, RGA Fiona Hanlon, TurksLegal Dr Dielle Felman, Work Life Well

11:55 am – 12:40 pm

Mudjimba 1

Fire Lily

Mudjimba 2&3

Water Lily

Wandiny

Concurrent Session: Claims: Claims Professionals Decoded General: Speed date your actuary… Do you dare? Underwriting/Product: Predictive Medicine and Longevity Claims: Avoiding the claim black hole through a paradigm shift in case management Masterclass: Nanotechnology – advances in medical technology (open session)

Carol Smit, Gen Re Natalie Eckersall, MLC Dr Karsten Filzmaier, Munich Re Dr Jack Cygler - CaseWorks, Dr Shiva Gunapu, MedHealth and Dr Matt Paul, mlcoa Dr Bill Monday – Munich Re

12:40 - 1:30 pm Lunch

1:30 - 2:30 pm

Wandiny

Plenary Session: Cracking the Code - Unlocking the potential for change

Vicki Writer – AIA

2:30 - 3:00 pm Wandiny

Close of conference

Brian Sussman

7.00 pm Gala Awards Dinner - Wandiny

Wednesday 22 October

Breakfast and departure

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ALUCA has a centralised sponsorship program. The current sponsorship period is for 2014 and 2015. There are several levels of sponsorship and ALUCA would like to acknowledge all of its sponsors as follows:

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Gold Sponsorship Partners

Platinum Education Partners 

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Gold Scholarship Partners 

Silver Sponsorship Partners 

Bronze Sponsorship Partners 

Supporters

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ALUCA welcomes the following Exhibitors:

(as at 19 August 2014) 3 days

AHCI AHC INVESTIGATIONS P O Box 605 Hornsby NSW 1630 Ph: 1300 242 468 Website: www.ahci.com.au

ClaimVantage, Inc. 46 Atlantic Place South Portland ME 04106 USA Ph: +1 207 221 0560 Website: www.claimvantage.com

eReports Level 8, 459 Little Collins St Melbourne Vic 3000 Australia Ph: 1300 130 963 Website: www.ereports.com.au

FINEOS Corporation Suite 1101, 68 York Street Sydney, NSW 2000 Australia Ph: +61 2 8236 8400 Website: www.fineos.com

Gen Re

1 O'Connell Street Sydney NSW 2000 Australia Ph: +61 2 8236 6100 Website: www.genre.com

Independent Medical Opinion

Level 9, 175 Castlereigh Street Sydney NSW 2000 Australia Ph: +61 2 9267 5599 Website: www.imo.net.au/

Medicins Legale Level 9, 49-51 York Street Sydney NSW 2000: Australia Ph: +61 2 9279 4477 Website: www.medicins.com.au

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3 days (cont’d)

mlcoa Corporate Office Level 10, 451 Little Bourke Street Melbourne Vic 3000 Australia Ph: +61 3 8688 9388 Website: www.mlcoa.com.au

RGA

Level 23, 225 George Street Sydney NSW 2000 Australia Ph: +61 2 8264.5800 Website: www.rgare.com

Swiss Re Level 28, 363 George Street Sydney NSW 2000 Australia Ph: +61 2 8295 9500 Website: www.swissre.com

TAL Level 14, 363 George Street Sydney, NSW 2000 Australia Ph: +61 2 9996 8400 Website: www.tal.com.au

Western Psychiatry Suite 5 Hollywood Specialist Centre 95 Monash Avenue NEDLANDS WA 6009 Australia Ph: +61 8 6140 1730 Website: www.westernpsychiatry.com.au

One day

MEDILAW Level 4, 113 Wickham Terrace Brisbane Qld 4000 Australia Ph: +61 7 3223 8930Website: www.medilaw.com.au

Recovre Level 8, 179 Elizabeth Street, Sydney NSW 2000 Australia Ph: +61 1300 550 276Website: www.recovre.com.au

Red Health Level 6, 101 Wickham Terrace Brisbane Qld 4000 Australia Ph: +61 7 3161 8163Website: www.redhealth.com.au

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Going a step further from last conference, this time we have a Conference App, which anyone interested in the conference may access to keep up to date with conference news as it develops.

Download the App create your profile and start your ALUCA 2014 Conference experience today!

Getting Started Access the app by entering eventmobi.com/aluca2014 into your browser As the app is web based it will work on any device. If you are unsure of how to add the web app to your home screen check out

these short videos on YouTube:

iPad or iPhone - http://youtu.be/L-lcnO5D-vA Android (Tablet or phone) - http://youtu.be/cb7aCMspNUg

Create a Profile Create your own conference schedule, take notes and send feedback on presentations.

Step One: Click in the top right corner Step Two: Enter your email address Step Three: Hit “continue”

Edit your profile Maximise your experience – help people find and connect with you

Step One: Hit Step Two: Add the information you want to share, click to add a photo

To add your LinkedIn address Make sure you have a public profile – you can do this here

http://www.linkedin.com/profile/public-profile-settings Copy paste the public profile link you just created into the contact section

Step Three: Click “Save your profile”

Navigation On the top left you will see the menu - use this to access all areas of the App

Program – The conference program, including locations, times and speakers, you can add events to your personal calendar from here by clicking “Add to your schedule”

Speakers – Photos and bios from all the speakers Sponsors – All those who help ALUCA happen Exhibitors – Details of all those with a presence at ALUCA 2014 Attendees – Who is coming to ALUCA Social Media – Link through to Twitter and Facebook Info Booth – Frequently asked questions, hints tips and advice Polls and feedback – Conference surveys and feedback Alerts – Instant messages to guide you through the ALUCA event

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If you would like further information about ALUCA and its activities, please refer to the ALUCA website at www.aluca.com or

contact the ALUCA Secretariat Office as follows: Email: secretariat@aluca.com Telephone: +61 3 9836 5177

Fax: +61 3 9836 5277 or by mail at: PO Box 385

Canterbury Vic 3126 Australia

Alison Dews, ALUCA’s Secretariat Officer, will be available during ALUCA 2014 to

assist delegates and may be contacted via the Hospitality Desk or on +61 417 967 425.

Assistance at ALUCA 2014

Our Event Organiser is REM Event Management.

Our representative is Rebecca McLachlan, who can be contacted as follows:

Email: Telephone: +61 3 5976 8688

or by mail at: P.O. Box 530,

Mt Martha, VIC. 3934 Australia

Rebecca McLachlan can be contacted during ALUCA 2014 at the Hospitality Desk, located in the Novotel Twin Waters Resort Foyer, near the

Trade Exhibition Area. Someone will be in attendance from 8 am each day until half an hour after close of

business sessions each afternoon. If the matter is URGENT, Rebecca can be contacted on +61 409 033 808.