This webcast series was presented in two parts. At 11:00 AM EST we conducted a discussion focused around claims, where we revealed what's new and what's unchanged for next year in AIS, HIS and the Claim Study.-----At 2:00 PM EST we focused on operations & marketing, covering what's new and what's unchanged for next year in AIS, HIS, Insurance Customer Contact Study, Insurance Shopping Platform and the 2009 Agency Satisfaction Study. During both webcasts we reviewed the J.D. Power Syndicated research study calendar for 2009 delivered an overview of the Agenda for the January Insurance Roundtable. The two sessions have been combined into one downloadable deck here for your convenience.