London Market Claims 2021
Delivering successful claims transformation in the London market
etc Venues, Fenchurch Street
The London Insurance Market is breaking new ground as it strives to drive up claims performance for clients, leverage the benefits of digital to transform outdated claims operations and deliver much needed efficiencies.
At a market level The Future at Lloyd’s and Blueprint Two has put claims transformation at the heart of the modernisation agenda, whilst at the same time leading insurers and brokers are developing innovative ways to drive up claims service.
Change is coming, but the key challenge is how you successfully deliver claims transformation that delivers ROI and improves the client experience.
Attend London Market Claims to:
- Leverage technology to enable and improve your claims processes
- Explore the impact ‘The Future at Lloyd’s Blueprint Two’ will have on claims
- Deliver an exceptional claims service that meets clients expectations and new digital risks
- Discuss approaches to transforming claims mindset & culture through innovation
AGENDA
08:00 - 09:00 | Registration, coffee and networking
09:05 - 09:15 | Introductory keynote
Delivering claims transformation in 2022
- Ensuring Blueprint Two delivers real changes to claims processes in Lloyd’s
- Overcoming market wide claims data challenges to triage claims and speed up settlement
- Encouraging Syndicates, Companies and Brokers to innovate away from the central core
09:15 - 09:45 | Keynote presentation
Can London respond to a rapidly changing global insurance marketplace?
Building the capabilities and workforce to deliver claims excellence in the London market
- Delivering a client claims service that delivers growth and competitive advantage
- The threat of global insurance capacity competing for London’s traditional business
- Reducing London’s expenses
09:40 - 10:10 | Presentation
Where next for London market claims? The Insurance Network Gracechurch Report 2021
Predictions and perspectives from across the market on the future of claims
- What has happened to claims service during the pandemic?
- Where are the opportunities for growth and building competitive advantage around claims?
- Renewing our focus on customers outcomes
10:10 - 10:30 | Keynote panel discussion
Overcoming today’s challenges to enable the future of claims in the London market
Reimagining the future of insurance and role of claims
- What do customers want, and what’s stopping us meeting those expectations?
- How ESG guidance, litigation and technology modernisation is driving transformational change
- Covid – what lessons have we learned on stress testing our resources and expertise?
- Effectively responding to these drivers to deliver the advantages and mitigate the downsides
10:30 - 11:00 | Coffee and networking in the exhibition area
11:00 - 11:50 | Choose one of the two workshops
Workshop 1: Future at Lloyd’s and Claims Modernisation
Blueprint Two update and discussion: the implications for claims, the timeline for delivery...and what difference will it make for customers?
- What are the implications for claims technology and processes in ‘the digital marketplace’?
- Ensuring the initiatives are executed correctly to avoid being a failure
- What difference will it make to your claims handlers and your customers?
11:00 - 11:50 | Choose one of the two workshops
Workshop 2: Delivering actionable insight from data
Leveraging data analytics to improve the client experience and enable enhanced decision making
- Considering appropriate and manageable approaches for implementing data led transformation
- Overcoming the challenges of accessing siloed data
- Solutions for storing and protecting data
Followed by a roundtable discussion and benchmarking
Senior Director, Financial Services
11:50 - 12:10 | Coffee and networking in the exhibition area
12:10 - 13:00 | Choose one of the two workshops
Workshop 3: Streamlining delegated authority claims for better customer experience
Delivering an improved and consistent service
- Establishing a business model that improves customer experience
- Removing friction to support delivery of a faster claims lifecycle
- Guidance and tools for moving towards a common market approach
Followed by a roundtable discussion and benchmarking
12:10 - 13:00 | Choose one of the two workshops
Workshop 4: Digital claims technology
Leveraging technology to improve the client experience, deliver efficiencies and create an environment for future innovation.
- Trends and innovations in claims technologies
- Why is it so difficult to enable technology driven change in the London market and will it be different this time around?
- Leveraging technology to enable a claims workforce to meet future client expectations
- Creating an innovative environment to meet client expectations
Followed by a roundtable discussion and benchmarking
13:00 - 14:00 | Lunch and networking in the exhibition area
14:00 - 15:00 | Afternoon plenary panel
Creating a customer-led, claims-centric organisational culture
Evolving claims for the future of work
- Developing the right values, cultures and behaviours to improve claims performance for clients
- Managing claims teams in the hybrid working environment
- Leveraging technologies to transform claims service
- Having the right skills and capabilities to deliver an exceptional claims service
15:00 - 15:30 | Coffee and networking in the exhibition area
15:30 - 16:20 | Choose one of the two workshops
Workshop 5: The implications of the BI test case
How the insurance industry got it wrong - and right - in response to Covid 19
- Mistakes that were made
- Opportunities for the future
- Update on guidance for paying claims
15:30 - 16:20 | Choose one of the two workshops
Workshop 6: Cybercrime simulation workshop
Being at the front end of a cyber event AND how to manage the response
- Myth-busting what cyber is, what is isn’t, and what a policy responds to
- First response, what is critical in first 24 hours?
- Explaining the business interruption loss and helping the insured
16:20 - 17:00 | Closing panel discussion
Delivering superior claims service and meeting changing client expectations in a hybrid operating environment
Rethinking operating models around evolving workforce dynamics and the organisational challenges thrown up by digital processes, the shift to data-centricity and a service orientated culture.
- What are the opportunities and threats in a new hybrid model?
- How are client service expectations changing?
- How do you manage your brand and reputation in a hybrid operating model?
- How do you bring along the next generation of claims experts in this new environment? What does that workforce look like?
17:00 | Drinks reception
Sponsored by
Main sponsor:
Session Sponsor:
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540 insurers, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record, with 1,000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry.
For more information click here
We take the pain out of big change projects. Working with over 600 organisations, our low-code, contact centre and omnichannel messaging solutions allow customers to make big changes, fast.
Radically improve your customer experience without launching big, expensive transformation programs. And, there’s no need to blow the budget, replace core systems or create work for IT.
Our tools help the people behind the scenes – customer-facing staff and IT talent – build and deliver customer experiences together. Solving operational issues one bad process at a time.
Discover how you can deliver first-class CX in the claims market, talk to our team today.
For more information click here
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company.
WNS combines deep industry knowledge with technology, analytics, and process expertise to co-create innovative, digitally led transformational solutions with over 600 clients across various industries. WNS delivers an entire spectrum of BPM solutions including industry-specific offerings, customer interaction services, finance and accounting, human resources, procurement, and research and analytics to re-imagine the digital future of businesses.
As of December 31, 2023, WNS had 60,652 professionals across 66 delivery centers worldwide. WNS offers a full suite of digital-first services to over 65 global insurers, reinsurers, brokers and InsurTech companies, across P&C and L&A, leveraging deep domain knowledge, unique technology accelerators, strategic partnerships, advanced analytics and digital transformation solutions to innovate and transform operations.
For more information click here
Sollers Consulting is an international operational advisory and software integrator. Established in 2000, the company supports insurers, banks, and leasing firms in business transformations and adapting to modern technologies.
For more information click here
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. With a 50-year heritage it is a responsible and diverse organisation of 290,000 team members in nearly 50 countries.
Capgemini is trusted by insurers to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.
For more information click here
Exhibitors
With over 120 experts across the UK & Ireland, Dubai, Hong Kong and Singapore, specialising in more than 60 different disciplines, Hawkins provides forensic investigation and root cause analysis services for the insurance, legal and risk management professions.
Our services include:
- Pre-loss risk management: Reducing the risk your assets will experience a failure.
- Forensic Investigation: Investigating the root cause of an accident directly for you or your insurers to understand why it happened, how it can be prevented and your level of liability.
- Expert Witness Services: Acting as the independent expert in litigation and alternative dispute mechanisms.
- Post-loss advice: Reducing the risk of recurrence and improving processes.
Hawkins is an industry leader with proven expertise and practical experience, married with a real awareness of our clients’ needs.
Our team of forensic engineers and scientists investigate a wide range of losses including fires, explosions, road traffic accidents, personal injuries, civil engineering, mechanical engineering, chemical engineering, power generation, marine incidents, contamination issues, and many more.
For more information click here
Acini’s team of experts, with in-depth, practical business and technology experience, works with insurance companies, managing agents, MGAs, brokers and the entire value chain in the London market. They focus on the end customer experience, and the best technology and architecture fit for each client’s specific purpose.
Acini’s team consists of Analysts, Developers, Testers, Project Managers and Product Owners. Customers either ask us them to augment their teams or run end-to-end projects.
In their previous roles the Acini team has worked with many different international insurers (in the USA, UK, Germany, Italy, Poland, Belgium, France as well as London Market / specialty carriers) where they honed our insurance specifics skills and capabilities. One of their several original tools, powered by AI is designed to automate claims intake from documents.
Acini ran and were responsible for various projects including business transformations, policy admin/billing/claims platforms replacement, digital portals, integrations, reconciliations, reporting and London Market messaging.
The name Acini comes from Latin word acinus which means ‘berry’ or a ‘cluster of cells’: Acini is about many independent teams or team members working together to bring more value for their customers, and symbolises their trust in the network effect.
For more information click here
Verisk Specialty Business Solutions has been a leading industry software specialist for over 25 years, delivering impactful, reliable solutions that provide end-to-end management to the insurance and reinsurance markets. As part of Verisk, a global organisation that is synonymous with industry innovation and driven by leading experts in their field, we have a strong track record for delivering successful transformation programmes for underwriters, brokers and MGAs within the Lloyd’s, companies and international insurance/reinsurance sector.
As Verisk Speciality Business Solutions, we continue to invest heavily in product evolution, working closely with our clients on a growing range of class-leading, end-to-end solutions. We strive to continually enhance client experiences and better inform risk decisions and as part of Verisk, we have an unrivalled team of insurance industry experts around the world with access to data-driven insights across the Verisk network. We are firmly focused on the future to help you see a world of opportunities.
For more information click here
Helmsman Management Services is the sixth largest third-party administrator (TPA) in the US. It blends tailored programs, industry-leading expertise and seasoned claims professionals to produce better claims outcomes. Helmsman, the only TPA supported by the strength of a Fortune 100 company, helps companies and carriers across the US better control the cost of general liability, property, commercial auto, specialty, and workers compensation claims.
For more information click here
Charles Taylor InsureTech is part of Charles Taylor plc, a leading international provider of professional services to clients across the global insurance market. Charles Taylor employs over 3000 staff in over 100 locations spread across 30 countries in Europe, the Americas, Asia Pacific, the Middle East and Africa.
Charles Taylor provides professional services to insurers, brokers and insurance clients at all stages of the insurance value chain. Its dedicated technology business, Charles Taylor InsureTech, offers software products built in house or that it has acquired.
Charles Taylor InsureTech was established to help insurance businesses drive change through the delivery of technology enabled solutions. Blending our deep knowledge of insurance with leading edge technical expertise, we deliver agile, future-proof solutions to clients worldwide, enabling them to escape their legacy systems and meet the changing expectations of their clients.
For more information click here