Editor's Note: Claims' staff is profiling several speakers who will dispense knowledge and offer insights during this year's ACE America's Claims Event, which is being held from June 1-3, 2009, at Caesars Palace in Las Vegas, Nev. We continue coverage by interviewing Marcie Molek and Mark McGillivray, both assistant vice presidents in the Claims organization at Allstate, who will jointly deliver a presentation on June 3, 2009.

Today, insurers adopt various strategies to streamline claim processes and heighten the customer experience, often tweaking certain operational aspects or upgrading technology platforms. At first, any type of change can seem daunting, as executing even slight modifications requires fastidious planning. Also necessary is an aligned leadership group able to help team members develop an understanding of newly instated practices, intended outcomes, unintended outcomes, and how they might impact the organization.

As Marcie Molek and Mark McGillivray, assistant vice presidents in the Claims organization of Allstate, will explain at a joint presentation titled, "Managing Change While Modernizing," successful modernization also hinges on embracing the process and dealing with ongoing challenges that invariably persist long after the initial implementation. "We've learned that implementation is just the beginning," said Molek.