Keynote Presentation

Transforming claims from back office administration to strategic partner

Ian Foy Group Chief Executive Officer Equity Insurance Group

The brokers role in delivering claims performance that meets and exceeds customer expectations

• What do customers expect from their claims experience and what is the reality?
• The increasing threat of reputational risk and damage from mishandled crises
• The broker's role in delivering a service that quickly, is flexible to customer needs and communicates effectively wtih all parties involved
• Claims will become a source of competitive advantage as clients tolerance to risk diminishes
• Getting it right...the top three priorities for claims

• Understanding that the problems in claims management are not the problems you think you have
• Why managing costs creates costs, whereas managing value drives costs out
• Designing claims from the outside in - starting with the customer
• The changing role of management, and hw to change management thinking
• Replacing coventional measures and targets & developing KPI's that enable improvement
  

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

	Kent Chaplin Head of Claims Lloyd's		Martin Henson Head of Claims Allianz Global Corporate & Specialty UK
	Peter Thompson Head of Insurable Risk Tesco Stores		Barry Jones Managing Director, UK Head of Claims Marsh Ltd

  Topics to be discussed:

• Changing customer expectations and claims ability to keep pace
• Will the focus on cost cutting reduce investment?
• Will claims ever command the same importance as underwriting?
• How will the growing importance of eBusiness change distribution and customer service models?
• Can real-time data exchange between claims and underwriting ever be achieved?
  
• What will "great" claims look and feel like in 5 years time?