Agenda: CLHIA 2024 Compliance and Consumer Complaints Annual Conference

Name	Description	Speakers
Wednesday, May 22, 2024, 7:30 AM - 5:00 PM
Registration opens
Wednesday, May 22, 2024, 7:40 AM - 8:40 AM
Breakfast
Wednesday, May 22, 2024, 8:40 AM - 8:50 AM
Opening Remarks from Your Conference Co-Chairs		Fay Coleman - TD Life Insurance Company Robyn Van Zant - RBC Life Insurance
Wednesday, May 22, 2024, 8:50 AM - 9:20 AM
Tone at the Top - From Barriers to Benefits: The role we play in health equity	Discover how Pacific Blue Cross is supporting equitable access to high-quality health care for all British Columbians – by bridging gaps in women's health care, promoting equitable access for First Nations Peoples, and advocating for the diversity, equity and inclusion of its employees and members.	Sarah Hoffman - Pacific Blue Cross
Wednesday, May 22, 2024, 9:20 AM - 10:20 AM
Chief Compliance Officers and Privacy Panel	A panel of insurance industry chief compliance and privacy officers will discuss their key priorities and challenges.	Keri Bush - Sun Life Charles MacLean - RBC Life Insurance Julie Rochette - Industrielle Alliance
Wednesday, May 22, 2024, 10:20 AM - 10:40 AM
Refreshment break
Wednesday, May 22, 2024, 10:40 AM - 12:00 PM
Regulatory Perspectives from Across Canada	It’s time to hear from our panel of provincial insurance regulators. Our panelists will discuss their regulatory priorities, perspectives on current issues in life and health insurance and where they see our industry headed in the future.	Erica Hiemstra - Financial Services Regulatory Authority of Ontario (FSRA) Harry James - BC Financial Services Authority Meaghan Obee Tower - Stikeman Elliott LLP Julien Reid - Autorité des marchés financiers
Wednesday, May 22, 2024, 12:00 PM - 1:00 PM
Lunch
Wednesday, May 22, 2024, 1:00 PM - 1:40 PM
Update from the Office of the Superintendent of Financial Institutions	Come and hear from our federal regulator about the policy areas on its radar for 2024, including some initiatives underway.	Josée Turcotte - OSFI
Wednesday, May 22, 2024, 1:40 PM - 2:10 PM
A Fireside Chat with the CLHIA President Quebec Affairs	CLHIA’s President Quebec Affairs will join us for a fireside chat about current industry priorities.	John Burns - Securian Canada Lyne Duhaime - CLHIA
Wednesday, May 22, 2024, 2:10 PM - 2:30 PM
Refreshment break
Wednesday, May 22, 2024, 2:30 PM - 3:45 PM
MGA and Advisor Panel: How Organizations Screen and Monitor for Advisor Suitability, Market Conduct and Advisor Reviews		Dylan Brown - Financial Confidence Advisors Aly Damji - HUB Financial Inc. Kandace Hopkins - Insurance Council of BC Amanda Mulder - The Canada Life Assurance Company Teri Ryan - Equitable Life Donna Spagnolo - Borden Ladner Gervais LLP
Wednesday, May 22, 2024, 3:45 PM - 4:05 PM
Refreshment break
Wednesday, May 22, 2024, 4:05 PM - 5:00 PM
Principles Based Regulation	Professor Ford will explore the merits of principles-based regulation compared with rules-based regulation, including circumstances where one is preferred to the other. She will examine each from the perspective of the regulator and the insurer, recognizing that, in practice, most regulatory systems are a hybrid of both models.	Cristie Ford - University of British Columbia
Wednesday, May 22, 2024, 5:45 PM - 7:00 PM
Welcome Reception	Join us at the Welcome Reception on Wednesday evening at the Sheraton Wall Centre on the 34th floor! You'll experience stunning views of the city, mountains and ocean while enjoying snacks, drinks, and reconnecting with old and new colleagues.
Wednesday, May 22, 2024, 7:00 PM - 11:30 PM
Enjoy your evening in Vancouver	Please make your own reservations.
Thursday, May 23, 2024, 6:30 AM - 7:15 AM
Morning Wellness Walk	Join CLHIA’s Director of Market Conduct, Margaret Campbell, for an early morning 4KM West End walk. Meet in the hotel lobby by Starbucks at 6:30 a.m. with your walking shoes and water. The walk is estimated to take approximately 40-45 minutes and will take the following route: • Head westbound on Davie St • Turn left on Demnan St, which turns into Beach Ave • Follow Beach Ave to Burrard St, take a left • Continue to the Wall Centre
Thursday, May 23, 2024, 7:20 AM - 8:20 AM
Breakfast
Thursday, May 23, 2024, 8:30 AM - 9:15 AM
AI and the Insurance Industry	This session will help you understand the current and potential applications of AI in life and health insurance, learn about ethical considerations and regulatory compliance related to AI and gain insights into strategies for successful AI adoption and implementation.	Mary Carmichael - Momentum Technology
Thursday, May 23, 2024, 9:15 AM - 10:00 AM
The Role & Responsibilities of the Chief Compliance Officer – Legal and Regulatory Update – What you need to know		Jill McCutcheon - Torys LLP Melissa Prado - Torys LLP
Thursday, May 23, 2024, 10:00 AM - 11:00 AM
Building an Inclusive Insurance Industry: A look into gender diversity and why a diverse, equitable and inclusive culture is fundamental to our business	Our panelists will discuss the importance of embedding diversity, equity and inclusion into our business practices, products and services. The session will uncover key areas to focus on, including issues specific to gender diversity (i.e., transgender and non-binary people) that – when addressed – will enable us to build an industry that meets the changing needs of our customers.	Diana Phillips - Pacific Blue Cross/PacBlue Life Services/PBC Services Ltd Kai Scott - TransFocus Consulting Inc. David Simmonds - Canada Life and Great West Lifeco
Thursday, May 23, 2024, 11:00 AM - 11:20 AM
Refreshment break
Thursday, May 23, 2024, 11:20 AM - 12:20 PM
Data Analytics in Compliance/Complaints and Client Experiences	This session will discuss use of data to see where there are gaps and problems and to enhance client experiences.	Robert Bartman - Sun Life Financial Parama Ray - The Canada Life Assurance Company Nancy Carroll - McCarthy Tétrault LLP
Thursday, May 23, 2024, 12:20 PM - 12:25 PM
Election of Executives of Compliance and Consumer Complaints		Fay Coleman - TD Life Insurance Company Robyn Van Zant - RBC Life Insurance
Thursday, May 23, 2024, 12:25 PM - 1:25 PM
Lunch
Francophone Luncheon	Join an open discussion on current issues in life and health insurance in the province of Quebec.	Nathalie Barbosa - Sun Life of Canada Mai-Khoi Lam - RGA Canada Typhaine Letertre - CLHIA
Thursday, May 23, 2024, 1:30 PM - 2:30 PM
Workshop A-1: Complaint Trends (Members only)	This open dialogue session will provide an opportunity for insurers to discuss the types of complaints they are seeing trending day-to-day and to brainstorm how to best address them.	Nathalie Barbosa - Sun Life of Canada Robert Bartman - Sun Life Financial
Workshop A-2: Anti-Money Laundering (AML) Compliance, Trends, and Developments	This session will provide an overview of the AML obligations that apply to life insurance companies, brokers, and agents. The session will include discussion of current trends and developments in the AML space, including recent activities of the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) and relevant consultations. The session will also cover developments in beneficial ownership laws in Canada.	Matthew Connors - Borden Ladner Gervais LLP
Workshop A-3: Collaboratively Tackling Benefit Fraud	This session will provide an overview of the life and health insurance industry’s collaborative work to reduce claims fraud with a focus on the growing set of industry tools to help members work together to identify, investigate and reduce claims fraud.	Joanne Bradley - Canadian Life and Health Insurance Association Inc.
Thursday, May 23, 2024, 2:30 PM - 2:35 PM
Transition break
Thursday, May 23, 2024, 2:35 PM - 3:35 PM
Workshop B-1: Reinsurance 101		Mai-Khoi Lam - RGA Canada
Workshop B-2: Competition Law 101		James Musgrove - McMillan LLP
Workshop B-3: Issues and Trends with Complaints Reporting		Marie-José Bernard - Autorité des marchés financiers Veronique Martel - Autorité des marchés financiers
Thursday, May 23, 2024, 3:35 PM - 3:55 PM
Refreshment break
Thursday, May 23, 2024, 3:55 PM - 4:55 PM
A Fireside Chat: What the CCIR is doing related to Ombudservices and Complaints		Craig Bellefontaine - Fasken Erica Hiemstra - Financial Services Regulatory Authority of Ontario (FSRA) Veronique Martel - Autorité des marchés financiers
Thursday, May 23, 2024, 5:30 PM - 9:30 PM
Special Event at Grouse Mountain
Friday, May 24, 2024, 7:20 AM - 8:20 AM
Breakfast
Friday, May 24, 2024, 8:30 AM - 9:30 AM
OmbudService for Life and Health Insurance (OLHI) and Industry Update		Nicole Caputo - Beneva Laurie Lapalme - Employers Reassurance Corporation Stéphanie Robillard - Ombudservice for Life and Health Insurance (OLHI) Robyn Van Zant - RBC Life Insurance
Friday, May 24, 2024, 9:30 AM - 10:30 AM
Provincial Insurance Councils Panel	We’ve put together a panel of the heads of Canada’s provincial Insurance Councils to discuss their views on hot topics in the industry. Hear what the latest developments are and what to expect looking forward.	Dylan Friedmann - APEXA Janet Sinclair - Insurance Council of British Columbia Zabeda Yaqoob - Alberta Insurance Council April Stadnek - Insurance Councils of Saskatchewan
Friday, May 24, 2024, 10:30 AM - 10:50 AM
Refreshment break
Friday, May 24, 2024, 10:50 AM - 11:35 AM
Nothing is Out of Reach with Marco Pascoa	Marco Pasqua will share signature stories that shatter assumptions about disability and prove that with the right attitude, tools, and direction, anything is possible. He will touch on the importance of creating "meaningful access" in our community, and how individuals are not defined by their circumstances, but rather, empowered by them. His uplifting message underscores that by judging character over disability and fostering inclusive environments, we can expand possibilities for all.	Marco Pasqua - Rick Hansen Foundation
Friday, May 24, 2024, 11:35 AM - 11:45 AM
Closing Remarks		Fay Coleman - TD Life Insurance Company Robyn Van Zant - RBC Life Insurance