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Conferences
Conference #3

 

9-10 October, 2010, Yerevan, Republic of Armenia

Financial Ombudsman Institute: Increasing public confidence and enhancing financial mediation - 3

Please click on the names of speakers to read the speeches. 


The conference booklet can be found here.


Agenda
Tuesday, October 9

09:15 - 09:30
Welcome by A. Javadyan - the chairman of the Central Bank of Armenia and P. Sargsyan, the Mediator

09:30 - 09:40
Presentation by the Financial System Mediator of Armenia (FSM)
Overview of: the FSM activities, 2011-2012 projects, statistics

Speaker: Piruz Sargsyan

09:40 - 10:20
Canadian experience by Douglas Melville - Ombudsman for Banking Services and Investments (OBSI)

  • Main principles of activities, structure, history and procedures of the OBSI
  • Investigative methods, workload, dealing with mass cases
  • Case analysis, the nature of decisions and recommendations, statistics

Speaker: Douglas Melville

10:20 - 11:00
Experience of New Zealand by Karen Stevens - Insurance and Savings Ombudsman

  • Brief overview of financial mediation/ombudsman institute in New Zealand
  • Role, processes and procedures of Insurance and Savings Ombudsman
  • Types of complaints handled, the nature of decisions and recommendation, statistics

Speaker: Karen Stevens

11:15 - 12:00
Irish experience by William Prasifka - Financial Services Ombudsman

  • Scope of activities, types of complaints handled
  • Case handling and investigating processes and procedures
  • Financial Services Ombudsman's experience with the judicial system

Speaker: William Prasifka

12:00 - 13:30
Re The financial crises and its impact on Ombudsman's institute and financial regulation

  • The financial crises and the future of financial regulation
  • Regulatory amendments in consumer protection legislation
  • Management of a financial crises within the Ombudsman's institute

Moderator: David Thomas
Speakers: David Thomas, Francis Frizon, William Prasifka, Douglas Melville

14:30 - 15:30
Introducing the institute of financial ombudsman in the CIS countries

  • Analysis of financial system and dispute resolution mechanisms: existing policy and institutional framework
  • Main obstacles for introducing the institute of financial ombudsman

Moderator: Piruz Sargsyan
Speakers: Angela PrigozhinaTomas Prouza

15:30 - 16:15
Breakout Session 1: Banking casework
Topic 1: Investment products and pension system

  • Case analysis, type of complaints handled
  • Investor responsibility and fiduciary duties

Moderator: David Thomas
Speakers: Douglas MelvilleKaren StevensAstghik MirzakhanyanVigen Shahnazaryan

Breakout Session 1: Insurance casework
Topic 1: Motor Third Party Liability Insurance

  • Introduction of MTPLI, initial difficulties and obstacles
  • MTPLI, EU experience, The Green Card system
  • Insurance frauds in trans border claims handling

Moderator: Francis Frizon
Speakers: Mariusz WichtowskiAnna Vardikyan, Svetlana Nikitina, Piruz Sargsyan

16:30 - 17:30
Breakout Session 1: Banking casework
Topic 1: Investment products and pension system (continued)

  • Complicated investment and pension products and consumer education
  • Pension reform in Armenia, stages of implementation
  • Regulation and supervision

Moderator: David Thomas
Speakers: Douglas MelvilleKaren Stevens, William Prasifka, Astghik Mirzakhanyan, Vigen Shahnazaryan

Breakout Session 1: Insurance casework
Topic 1: Motor Third Party Liability Insurance (continued)

  • Loss estimation and indemnification tools in Russia, unified call center
  • Fraud detection and regulation
  • MTPLI cases handled by the FSM
  • Regulation and statistics

Moderator: Francis Frizon
Speakers: Mariusz Wichtowski, Svetlana Nikitina, Hranush Aghayan


Wednesday, October 10

09:15 - 10:30
Financial consumer protection and education: National Strategies on Financial Education; Armenian project

  • Financial consumer protection and education: growing sophistication of financial products and informed consumer choice
  • Benefits of financial education for financial institutions
  • International experience in developing and implementing national financial education strategies
  • Armenian national project on financial education
  • Financial consumer education program executed by the FSM

Moderator: Piruz Sargsyan
Speakers: Shaun MundyTomas ProuzaArmenuhi MkrtchyanPiruz Sargsyan

10:30 - 11:15
Diagnostic Review of Consumer Protection and Financial Literacy by The World Bank

  • Consumer Protection and Financial Literacy review by the World Bank: Key Findings and Recommendations
  • Armenian Comparison with Good Practices: Existing Policy and Institutional Framework
  • Office of Financial System Mediator: key findings and recommendations

Moderator: Piruz Sargsyan 
Speakers: 
Angela PrigozhinaTomas Prouza

11:30 - 13:00
Breakout Session 2: Banking casework
Topic 2: Credit card frauds and Internet scams

  • Case analysis, the nature of decisions and recommendations
  • Regulation and statistics
  • Fraud detection
  • Chargeback processes
  • Preventive measures

Moderator: Douglas Melville
Speakers: David ThomasDouglas MelvilleWilliam PrasifkaLilit Gevorgyan

Breakout Session 2: Insurance casework
Topic 2: Insurance fraud

  • Insurance fraud cases
  • Regulation and statistics
  • Fraud detection
  • Preventive measures

Moderator: Francis Frizon
Speakers: Francis FrizonKaren StevensStepan MinasyanGor Khachatryan, Varoujan Avedekian

14:15 - 16:00
Breakout Session 3: Banking casework
Topic 3: Mortgage agreements and consumer credits

  • Financial crises and borrowers' default
  • Valuation and liquidness of mortgage collaterals
  • Credit card fee charge complaints
  • Consumer credit cases, recent regulatory amendments
  • The nature of decisions and recommendations

Moderator: David Thomas
Speakers: 
David ThomasDouglas MelvilleWilliam PrasifkaSona Baghdasaryan, Vahagn Mikayelyan, Varoujan Avedikian

Breakout Session 3: Insurance casework
Topic 3: Property and Health Insurance

  • Property insurance cases, handling mass claims during natural disasters
  • Health insurance cases
  • Introduction of compulsory health insurance system
  • The nature of decisions and recommendations

Moderator: Karen Stevens
Speakers: Francis FrizonKaren StevensArmine BadalyanHayk HovhannisyanAndranik Ohanjanyan

16:15 - 16:30
Certificates of participation awarded, closing remarks