The Third Annual
Warranty & Service Contract Innovations for Vehicle, Home, Smart Products & Consumer Goods

Pre-Conference Interactive Workshop: Service Contracts 101 – An A-Z Primer to Understanding & Successfully Navigating the Complexities of Extended Warranties & Service Contracts

Whether you are new to the industry or a seasoned professional, this interactive workshop offers a foundational understanding of the industry and the supporting businesses that keep it running. This workshop will cover the main concepts of service contracts and extended warranties, key terms and definitions, fundamental principles that guide us, critical legal and compliance regulations, and real-world case studies with best practice solutions. Vehicle, Home, Consumer Goods and other Special Markets! Send Your Whole Team! See registration page for special team discounts!

This exclusive hands-on workshop will walk you through:

• Service contract business scope and model, product development + pricing and getting to market
• A clear vision of various roles and responsibilities for service contracts sales, claims and administration of “warranties”
• Identify pain points and actions to overcome them
• Understand the intricate network of players in the industry and the integral role each plays – from Underwriters, OEMs, and TPAs to Obligors and everything in between
• Identify workflow processes in your company across all departments and individuals involved in developing and executing a successful service contract program. Who does what? How can you work most effectively as part of this cross-functional team?
• Product development including: product economics, compliance, terms and conditions, servicing models with the focus on business scalability
• Product distribution including: channels, sales and marketing options, and pricing models
• Options to address the migration from point-of-sale transactions to digital
• Applications for artificial intelligence (“AI”) to drive efficiencies (sales, claims, reporting/analytics)
• Partnering with innovative third parties to maintain cutting-edge legal, compliance and customer service excellence
• Gain insights on solution providers and how to effectively choose and manage these partners
• Find out about key challenges and opportunities to grow, bundle and expand market share in all industries: consumer goods, auto, home, appliance, electronics and other special markets
• Learn the basics of reinsurance and other profit participation programs
• Understand the key terms, roles of the parties and structures of reinsurance programs

Join this exclusive interactive workshop where industry leaders present top of mind opportunities and challenges in an intimate program format. This new conference feature is your best opportunity to get questions answered on the spot, share winning solutions, lessons learned and challenges. Go home armed with information critical to your success.

Cross-Industry Workshop Leaders:

Chairperson: Tim Meenan, Managing Partner, Meenan, P.A

Voted “Warranty Industry Champion” for the 2024 SSN Warranty Industry Awards

Panel Discussion: Integrating OEM Factory Warranty with Extended Warranty & Service Contracts

This panel will explore the benefits and pitfalls of bridging factory warranties with extended service contracts. Discussions will include collaboration within OEMs, as well as between OEMs and third-party administrators (TPAs). Panelists will discuss how such partnerships can enhance brand loyalty, improve customer experiences, and create seamless warranty ecosystems. The session aims to uncover strategies for aligning product performance insights with warranty offerings to optimize customer satisfaction and operational efficiency.

Moderator:

Panelists:

Building Trust in Product Protection: Addressing Compliance Gaps, Enhancing Customer Loyalty, and Managing Renewal Programs for a Competitive Edge.

Discover how innovative warranty solutions can transform customer relationships and drive business growth in this compelling session led by Ted Moorthy, President of Centricity. Learn actionable strategies for addressing compliance gaps, reducing churn, and enhancing customer trust through tailored service contract offerings. Ted will also share insights into managing missed point-of-sale opportunities and developing effective renewal programs to maintain long-term engagement. Attendees will leave equipped with best practices to differentiate their brands and thrive in a competitive market. Don’t miss this opportunity to gain industry-leading expertise from one of the foremost voices in product protection.

Applications for AI: A Cross-Industry Exploration from Product Design, Call Center, Marketing & Sales to Loss Control and Claims

Case Study: Applying AI to Optimize Productivity, Profitability, and Efficiency of Warranty/Service Contracts

Reception Hosted by:

TRACK 1: Vehicle Industry Insights & Solutions

Chairperson: Ted Danner, Principal, Danner Automotive Consulting (DAC)

Developing a Customer VSC Platform Within Your Brand

Subaru is guided by the Subaru Love Promise, their vision to show love and respect to all people. That has helped to facilitate a high degree of brand loyalty. This presentation will detail how that focus is integrated into their VSC product design encompassing unique features such as wear and tear coverage. The session will include discussions of product design to provide a strong dealer and vehicle purchaser positive customer experience through the product sale and modifications coverage will be included. The input and involvement of the top management levels of the company will be presented to detail how that supports continuous improvements in the product offering to best match all customer needs.

Panel Discussion: From Crisis to Commitment --- How Resilient Partnerships Build Lifetime Customer Value

Join us to find out how resilient, service-focused partnerships drive customer lifetime value in today’s complex landscape. Through a commitment to adaptable, real-time support, Excella Protect’s President, Rebecca Fields-Arden, and her dealer partners will reveal how companies can establish lasting value by meeting clients’ needs - even amid disruptions. They’ll share real-world examples, including a recent industry-wide cyber-attack, showcasing how their partnership maintained seamless service and support, ensuring uninterrupted access to essential F&I products.

Moderator:

Dealer Panelists to be Announced.

Case Study: Harnessing AI to Achieve an ROI in Automotive Claims Handling

Join us to find out how resilient, service-focused partnerships drive customer lifetime value in today’s complex landscape. Through a commitment to adaptable, real-time support, Excella Protect’s President, Rebecca Fields-Arden, and her dealer partners will reveal how companies can establish lasting value by meeting clients’ needs - even amid disruptions. They’ll share real-world examples, including a recent industry-wide cyber-attack, showcasing how their partnership maintained seamless service and support, ensuring uninterrupted access to essential F&I products.

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. Topics include recent state amendments to service contract statutes, auto finance issues, and FTC rulemaking. Trends covered include junk fees, voluntary protection product refunds, and unfair sales practices. The session will also highlight recent litigation impacting the service contract industry and pending challenges to the FTC proposed rules.

Automotive Claim Loss Ratios- Identifying, Understanding and Controlling Excess Claims

• a.Define excess claims
• b.Identify out-of-line conditions
• c.Focus on servicer / dealership / repair facility
• d.Accountability counter-measures
• e.Identify coverage issues and pricing opportunities

Delivering World-Class Customer Experience Through Remote Vehicle Monitoring & Diagnostics Coupled with Total Cost of Ownership Management

We desire to meet customers where they are and create solutions that align our economics with the betterment of our customers’ business. Through solutions like remote vehicle monitoring & diagnostics coupled with total cost of ownership management, we aim to reduce aftermarket leakage while ensuring John Deere offers a deep customer experience across the lifecycle.

Why a Successful EV VSC Program Should Look Like an Autonomous Vehicle Program

• Successful EV VSC programs will look like autonomous vehicle fleet programs like Waymo and Cruise.
• First, they will leverage advanced diagnostics data from the EV battery and vehicle systems and machine learning to assess and monitor battery and vehicle system health. This is particularly important during underwriting and renewals.
• Second, sales and support need to be digital-first and seamless. The EV buyer is an early and discerning adopter of technology.
• Third, they need to have a dedicated EV specialist service network (in-house and partnered) to control costs and customer experience.

Reinsurance and Other Profit Participation Programs for Dealer – Benefits to Profitability, Sales and Retention

News Flash: 3 Ten-minute Fast Fact Sessions: Vehicle, Home/Appliance & Mobile Electronics

TRACK 2: Consumer Goods, Home & Smart Products Innovations

Exclusive Study: Redesigning Home Warranty for a Sustainable Future

Retail Strategies & Insights to Grow Sales

Home Warranty Trends and Innovations -- New Product, Distribution, Service & Technology

In this presentation we will discuss Macro Home Warranty Trends and innovation in New Product, Distribution, Service and Technology.

• Direct to Consumer, Real Estate and Affinity Markets;
• Innovative New Products;
• Burgeoning Distribution Channels;
• Service Capacity, Costs and Alternatives; and
• AI, Service Automation, Customer Service Technology.

Evolution of Home Warranty Distribution & Sales

Building a Best-in-Class Service Program to Ensure Long-term Customer Value

This session will focus on recent legislative changes and trends at both the state and federal level. Topics include recent state amendments to service contract statutes, automatic renewal legislation, and FTC rulemaking. Trends covered include junk fees, emergency services for home warranties, and legal impacts on product innovation. The session will also highlight recent litigation impacting the service contract industry and pending challenges to the FTC proposed rules.

Benefits of an Integrated Trade-In Solution

• Trade-In 101: Closing the product lifecycle loop
• Transaction vs. Subscription models
• Merging device protection and guaranteed upgrade programs
• Where do we go from there?

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. The intimate setting is conducive for sharing “off podium” ideas, innovations and challenges.