Keynote Presentation - CEO Insight

Transforming claims service and performance – the changing role of brokers

• Making claims management a strategic source of competitive advantage driving strategic decision making
• Are we meeting client expectations on claims and renewals?
• Improving the claims experience – if you don’t measure it you can’t manage it
• The broker’s role in managing expectations and retaining key relationships
• The critical innovations that will improve claims performance and service

Daniel Wilkinson Chief Executive Officer Willis UK & Ireland

The strategic role of claims in attaining superiority in the insurance market

• Insurance and customer service, key insights from recent client interviews
• Moving beyond what’s changed in the industry to what you can actually do about it
• Understanding how boards and key committees work and the types of information and metrics that drive their decision making
• Shifting insurance’s KPIs away from the transactional towards the value of outcome
• Leadership and organisational process, addressing fragmented accountabilities

Strategic implications for claims of changing customer expectations, disruptive technologies and a more complex risk environment.

	David Lang Head of Claims Lloyd's		Des Bishop Head of Learning & Development Hiscox
	Philip Nastri Head of Operations, Group Claims Brit Insurance		Matthew Scott Chief Claims Manager NFU Mutual

  Topics to be discussed:

• Identifying the skillsets needed for effective claims handling
• Finding and tapping sources of the right talent outside insurance
• Addressing the looming skills gap between entering graduates and experienced, confident professionals
• How claims can attract the necessary inflow of talent
• The career choice between leadership and technical expertise, what claims needs to change to ensure the right rewards and recognition to retain skills