9th November 2021

Virtual Digital Claims 2021

Transforming claims culture, mindsets and technology

Virtual Digital Claims focuses on how digital can unlock and enable better claims processes, drive innovation and deliver the strategic value of claims to the organisation. Now, more than ever, there is an opportunity to build on the ‘move to digital’ that COVID has necessitated and transform claims service and operations - to improve the customer experience and deliver efficiencies.

Topics to be covered:

  • Leveraging digital to improve the customer claims journey
  • Unlocking the potential of unprecedented levels of data to identify flaws in the existing claims value chain
  • The implication of the next generation of digital technology – AI, robotics, Blockchain and autonomous vehicles
  • Transforming claims through digital – the implications for skills, capabilities and traditional claims processes

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Highlights from Virtual Digital Claims in March 2021


10:00 - 11:00 | Keynote Presentations

Rethinking claims for the digital age

Leveraging digital to enable a superior, sustainable claims operating model

  • How the last year has confirmed the strategic role of claims in the business, and exposed both resilience & gaps in digital capabilities
  • Understanding how customer expectations have changed
  • The opportunity to create an empathetic, truly omnichannel claims experience
  • The role of claims in achieving Net Zero

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Ian Thompson
Group Chief Claims Officer
Zurich Insurance
Eileen Potter
Solution Marketing Manager, Insurance

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12:00 - 13:00 | Panel discussion

Successfully deploying AI and automation in claims 

Overcoming the practical challenges to improve resolutions times, drive up the customer experience and deliver efficiencies

The benefits of RPA, speech recognition and self-service in claims to improve customer service and gain efficiencies seem obvious and readily achievable. However, ensuring these technologies are deployed effectively is key if organisations are to realise the potential ROI.

This session will explore:

  • Where does AI and automation add the most value in claims processing?
  • The key criteria for effective deployment
  • How this technology impacts customer service, claims efficiency and the role of claims handlers

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Liz Ryan
Head of Claims Performance & Insights
Zurich Insurance
Margaret MacLean
Speech Analyst
esure Group
Pranav Pasricha
Global Head P&C Solutions
Swiss RE

Sponsored by:

14:00 - 15:00 | Panel discussion

Leveraging digital & data to transform claims customer journeys

Delivering omni-channel experiences that drive engagement and retention

Meeting customer service expectations around claims is the number one driver for investments in digital and data capabilities. However, ensuring those investments improve claims resolutions, transform the customer experience and deliver efficiencies is key.

This panel discussion will explore:

  • The key criteria to deliver a swift, empathic claims service
  • Join up journeys and communications to drive retention
  • Overcome operational inefficiencies that hamper great service

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Andy Reid
Director of Operations
Home & Legacy

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15:00 - 16:00 | Panel discussion

Should all transformations focus around claims?

Developing a high performing claims culture

  • How have customer expectations changed & what does that mean for insurers future business and operating models?
  • Overcoming the operational and technological challenges this presents for organisations
  • Should your transformation focus around claims…‘the moment of truth’?

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Lindsay Foster
Commercial Strategy and Transformation Director
AXA Partners
Dylan Bourguignon
René Schoenauer
Director, Product Marketing, EMEA
Guidewire Software

Sponsored by:

16:00 - 17:00 | Panel discussion

Using claims data and analytics to improve claims insights & outcomes

Increasing claims service and delivering efficiencies

Data in the insurance sector is notoriously complex, often sitting on siloed, legacy systems making it difficult to access and extract value from. This session will explore:

  • How you unlock the value of your data estate
  • Is now the time for the internet of things to revolutionise underwriting and claims?
  • How is claims data being used to improve the customer experience?

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