Proven End-to-end Lifecycle Solutions for Product Design, Marketing, Sales,
Customer Service, Operations, Technology & Compliance

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

Deep dive into all key ingredients for creating winning warranty & service contracts for vehicle,
home, appliance, mobile, electronics & other consumer markets

Event Schedule

Registration & Continental Breakfast


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:

Angie Breedlove,

Executive Director,

Women of Warranty


Ted Danner,

Senior Director, Automotive Warranty & Service Contract (WSC) AI Solutions & Sales

Circuitry.ai

Guy Koenig,

President,

Gulf States Financial Services, Inc. (GSFSGroup)

Jim Mostofi,

Chief Executive Officer,

Rely Home

Lunch on Your Own


Registration

Chairperson’s Welcome & Introduction


Chairperson: Aaron Lunt, Shareholder,Meenan, P.A


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:

David Froning,

Portfolio Manager of IOT Solutions,

SAS


Panelists:

Donald Berry,

VP, Insurance – International Operations,

GM Financial

Lari Stone,

Product Manager, Meta Warranty Plus,

Meta

Angie Breedlove

Executive Director

Women of Warranty


Christina Darnell

VP, Marketing

Assurant

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


PART I: Harnessing the Data Revolution: Foundations for Warranty Management Success


  • Understanding the value of Warranty data
  • Improving the Bottom Line through Warranty Data Analysis
  • Enhancing Customer Satisfaction through Warranty Data Analysis
  • Challenges in Utilizing Warranty Data
  • Unlocking the Potential of Warranty Data

Rubina Lakhani,

Chief Data Officer,

VectorSolv

Troy Heideman,

Principal Business Development Executive, Industrial Internet of Things,

SAS

Networking Refreshment Break sponsored by:

partner logo

Warranty Awards 2025 News


Roz Applebaum,

Vice President, Warranty Innovations Conferences,

Strategic Solutions Network

PART II: From Insights to Action: Revolutionizing Maintenance, Claims, and Risk


  • Discover how predictive analytics are transforming maintenance operations and reducing unplanned downtime.
  • Investigate AI’s role in streamlining claims processes, from loss assessment to fraud detection.
  • Understand how risk management and loss control are evolving through advanced AI applications.


Ted Danner,

Senior Director, Automotive Warranty & Service Contract (WSC) AI Solutions & Sales

Circuitry.ai


David Froning,

Portfolio Manager of IOT Solutions,

SAS


Jeremy Kuchenbecker,

Vice President - Enterprise Digital Strategy,

APCO Holdings

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


  • Increase automation and boost productivity: Augment claims processors with AI-powered decision intelligence.
  • Claim decisioning: Improve the quality, consistency, and velocity of decisions by people at all levels.
  • Provide precise answers and guidance: Utilize all your sources of knowledge and data— internal and external, structured and unstructured.
  • Increase efficiency: Significantly boost support centers for claims, payments, customer service and training with AI-powered advisors handling the majority of requests without manual intervention.
  • Provide predictive alerts/insights: Detect and quickly correct emerging out-of-line claims and dealer conditions and pricing and product issues.

Ashok Kartham,

CEO,

Circuitry.ai


Matthew Jackson,

Manager of Product and Pricing, A/I Project Team Lead,

Hendrick Autoguard & NationsGuard


Reception Hosted by:

logo

TRACK 1: Vehicle Industry Insights & Solutions


Networking Continental Breakfast

Chairperson’s Welcome & Introduction


Chairperson: Ted Danner, Senior Director, Automotive Warranty & Service Contract (WSC) AI Solutions & Sales, Circuitry.ai

Developing a Customer VSC Platform Within Your Brand


Gregory Myers,

Executive Managing Director,

Brown & Brown

Donald Berry,

VP, Insurance – International Operations,

GM Financial

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, Excela 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:

Rebecca Fields-Arden,

President,

Excela Protect



Panelists:

Adam Cherin

Variable Operations Director

Hudson Automotive Group


Tyler Wolfe

Regional Finance Director

Hudson Automotive Group

Industry-Specific News Flash: Vehicle


Eric Arnum,

Publisher,

Warranty Week


Networking Refreshment Break


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.

Aleem Lakhani,

CEO,

VectorSolv Inc.


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.

Travis Moore,

General Counsel,

Service Contract Industry Council (SCIC)


Telephone Consumer Protection Act - Recent Developments and Reversals

Brian Casey and Brian Hays of Troutman Pepper Locke will discuss the TCPA and Do Not Call risks and best practices after the FCC’s robocall 1:1 consent rules were vacate by the Eleventh Circuit Court of Appeals.
  • Brief overview of the TCPA and DNC Rules
  • Current status of consent rules for marketing calls
  • State telemarketing laws that go beyond the TCPA
  • Best practices for compliance going forward

Brian Hays,

Partner,

Troutman Pepper Locke LLP


Brian Casey,

Partner,

Troutman Pepper Locke LLP


Rethinking Our Claims Journey: Keys to Success to Lower Costs

  • The Power of Napkin Math: Quickly determine where to start
  • Leveraging Your Unicorns: A mix of business acumen & analytical proficiency is priceless
  • Tips for Piloting Ideas: Ways you can start small, but meaningful
  • Measuring Results: Set yourself up for long term success by quantifying results both short and long term

Kirsten Elsworth

Senior Director

Ally Insurance


Networking Lunch sponsored by:

wex logo

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.

A. Roundtable Discussion Group: Home & Appliance

  • How “best-in-class” OEM’s design their in-warranty coverage/service
  • Latest trends in delivering in-home services
  • Emerging technologies in service delivery to consumers
  • Benchmarking your warranty program


Group Leader:

Dan Tafel

Chief Development Officer

Ironwood Warranty Group


B.Roundtable Discussion Group: Mobile/Electronics

  • Theft and Loss Coverage for CE
    • Affect on Customer Satisfaction
    • Affect on ESC Attach Rate
    • Overall Pros and Cons of offering
  • Timing of ESC Offers
    • Research shows that customers are more likely to purchase ESC's when it is offered before they decide to buy a product
    • How can we raise awareness of ESC programs to earlier in the product purchase process
  • Global Considerations for Extended Warranties
    • Program design to add value in light of statutory warranties
  • Subscription Complete Protection Plans (i.e. My Best Buy Total; Amazon/Asurion Complete Protection)
    • Are any OEMs doing this?
    • Pros & Cons


Group Leader:

Lari Stone,

Product Manager, Meta Warranty Plus,

Meta


C. Roundtable Discussion Group: Vehicle

  • Selling PPM & VSC on the Service Drive - What's it take?
  • Loss Control Strategies and Tactics
  • Unlock Customer Retention to Service
  • Innovative Marketing Strategies to Improve Retention and Sales
  • Current market and trends for retro and reinsurance program.


Group Leader:

Ty Halcomb,

Voluntary Protection Products Technology Manager,

Toyota Financial Services


D. Roundtable Discussion Group: Diagnostics-based Underwriting and EV VSCs

  • What is the state of EV advanced diagnostics data?
  • Which manufacturers support advanced diagnostics? Which do not?
  • How can you acquire diagnostic data?


Group Leader:

Joe Pak,

CEO and Co-Founder,

Amber


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.

Kolby Rath,

Global Extended Warranty Business Manager,

Deere & Company


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.

Joe Pak,

CEO and Co-Founder,

Amber


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

Guy Koenig,

President,

Gulf States Financial Services, Inc. (GSFSGroup)


Close of Conference

TRACK 2: Consumer Goods, Home & Smart Products Innovations


Networking Continental Breakfast

Chairperson’s Welcome & Introduction


Chairperson: Shawna Rooney, Sr. Director, Services and Warranty, Best Buy

Exclusive Study: Redesigning Home Warranty for a Sustainable Future

Aleem Lakhani,

CEO,

VectorSolv Inc.


Industry-Specific News Flash: Mobile/Electronics

Eric Arnum,

Publisher,

Warranty Week


Customer Insights on Extended Warranty Value Proposition

For those seeking extended warranty benefit optimization

  • Membership customers – What benefits or combo of included extended warranty plan benefits/fees will make them more likely to renew/retain membership or purchase a plan extension on their product?
  • Non-Members - What benefits or combo of extended warranty plan benefits/fees will make them more likely to purchase plan for specific categories (TV’s, Laptop, etc.)?

Insights will include testing current warranty plan offerings as well as potential new benefits using a Discrete choice study. Specifically, this research will:

  • Identify optimal mix of benefits and service fees.
  • Quantify degree to how changes in benefits impact the appeal of the warranty plans and/or membership renewal.

Shawna Rooney,

Sr. Director, Services and Warranty

Best Buy


Networking Refreshment Break

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.

Jim Mostofi,

Chief Executive Officer,

Rely Home


Industry-Specific News Flash: Home & Appliance


Eric Arnum,

Publisher,

Warranty Week


Panel Discussion: Developing and Maintaining a National Service Network


Moderator:

Dan Tafel,

Chief Development Officer,

Ironwood Warranty Group



Panelists:

Mark Phillips,

AVP Field Service,

AIG

Laurence Tutt

Chief Operating Officer

ProtectAll

Dale Reeder

Senior Vice President Business Development And Sales

National Service Alliance (NSA)

Networking Lunch sponsored by:

wex logo

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.

A. Roundtable Discussion Group: Home & Appliance

  • How “best-in-class” OEM’s design their in-warranty coverage/service
  • Latest trends in delivering in-home services
  • Emerging technologies in service delivery to consumers
  • Benchmarking your warranty program


Group Leader:

Dan Tafel

Chief Development Officer

Ironwood Warranty Group


B.Roundtable Discussion Group: Mobile/Electronics

  • Theft and Loss Coverage for CE
    • Affect on Customer Satisfaction
    • Affect on ESC Attach Rate
    • Overall Pros and Cons of offering
  • Timing of ESC Offers
    • Research shows that customers are more likely to purchase ESC's when it is offered before they decide to buy a product
    • How can we raise awareness of ESC programs to earlier in the product purchase process
  • Global Considerations for Extended Warranties
    • Program design to add value in light of statutory warranties
  • Subscription Complete Protection Plans (i.e. My Best Buy Total; Amazon/Asurion Complete Protection)
    • Are any OEMs doing this?
    • Pros & Cons


Group Leader:

Lari Stone,

Product Manager, Meta Warranty Plus,

Meta


C. Roundtable Discussion Group: Vehicle

  • Selling PPM & VSC on the Service Drive - What's it take?
  • Loss Control Strategies and Tactics
  • Unlock Customer Retention to Service
  • Innovative Marketing Strategies to Improve Retention and Sales
  • Current market and trends for retro and reinsurance program.


Group Leader:

Ty Halcomb,

Voluntary Protection Products Technology Manager,

Toyota Financial Services


D. Roundtable Discussion Group: Diagnostics-based Underwriting and EV VSCs

  • What is the state of EV advanced diagnostics data?
  • Which manufacturers support advanced diagnostics? Which do not?
  • How can you acquire diagnostic data?


Group Leader:

Joe Pak,

CEO and Co-Founder,

Amber


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. 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.

Travis Moore,

General Counsel,

Service Contract Industry Council (SCIC)


Close of Conference