Case Study: Successfully applying automation in claims processes



Virtual roundtable  |   25th May,  11:00 - 12:00  

Case study: Successfully applying automation in claims processes

Balancing human empathy and digital technology to improve the customer experience

Leading insurers are investing in the application of automation and AI within their claims processes to speed up resolution times, improve the customer experience and deliver efficiencies.

However, this does not mean replacing claims handlers with robots! It’s about assessing current claims process through a customer centric lens to establish where the bottlenecks and frustrations occur, how automation and self-service can improve the customer journey, but also where human interactions (with the help of digital technology and communications) can better serve customers.

Attend this virtual round table discussion to hear cases studies on how automation technologies have been successfully deployed in claims before having your questions answered during the interactive discussion.

Topics to be covered include:

  • Successfully applying automation that improves the claims experience and can help achieve straight-through processing
  • Assessing the skills and capabilities claims handlers will require in an automated claims environment
  • Overcoming the key operational challenge to successfully implement change
  • Where are organisations seeing the best ROI from their digital investments?
  • What does the future of digital claims handling look like, and how do you need to prepare?

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Case study speakers:

Clare Sampson
Head of Business Process Change
WPA Health Insurance
Emily Mahoney
Head of Customer Care
Veygo by Admiral


  • Takes place on Zoom
  • Only 12 industry practitioner places are available
  • Hear the case study then participate in the Q&A




11:00 Welcome from Jeremy Burgess and Clare Sampson

11:10  Introductory presentation

Automation Case Study: Developing an end-to-end straight through claims process that improved the customer experience

  • Overview of the business challenges and opportunity to transform the claims experience
  • Assessing and streamlining existing claims systems and processes
  • Applying automation that improved customer outcomes
  • Overcoming the key challenges around implementation (people, process, technology, data…)
  • Key lessons learned and ROI stats

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Clare Sampson
Head of Business Process Change
WPA Health Insurance
Emily Mahoney
Head of Customer Care
Veygo by Admiral

11.30 Discussion & benchmarking session facilitated by Jeremy

12:00 Close