Defining the right strategy for leveraging automation in claims

• Devising the business case and getting the right teams in place
• What processes are best suited to automation?
• Understanding customer behaviour – will customers behave how they say they’ll behave?

Building data analytics capabilities for improved outcomes in claims

• Analysing the financial and operational performance of claims to provide actionable insight and drive improvements

• Redesigning and adapting claims interactions based on changing customer expectations

• How we understand customer behaviour will change as new technology is introduced into claims

Leading operational change to improve customer experience and outcomes in claims

• Redesigning and adapting claims interactions based on changing customer expectations

• Identifying the right technology, providers and partners to improve claims experience

• Challenges to face and overcome when transforming claims operations

Changing people, culture and technology to achieve transformation and improved customer service in claims

• Creating an organisational mindset that embraces change
• Ensuring your claims team understand the why and how when changing strategy, systems and proces
• Resources, planning and tools necessary to execute the change plan
• Takeaways and lessons learned

A series of quickfire, 10 minute TED style presentations highlighting innovation and new tech in claims

11:15 - Introduction by the Innovation Stage sponsor

11:30 - The role of intelligent automation in claims and beyond
Racheal Bishop, Chief Operating Officer, AltViz

11:45 - Success and failures of Insurtech in claims…and what’s to come
C J Przybyl, Co-founder & Chief Strategy Officer, Snapsheet

12:00 - Forget the next shiny new tech and focus on solving claims problems today
Rob Smale, NED & Advisor, and Former Claims Director, Ageas UK

Improving agility, reducing claims time and achieving operational efficiency

• Steps to achieving successful RPA implementation
• The challenges, opportunities and threats of using automation – avoiding unintentional consequences of RPA
• Value, innovation and gains achieved as a result of the automation
• What obstacles still need to be overcome?

Followed by round table discussions

Delivering a seamless customer experience using data and claims insights

• Redesigning and adapting claims interactions based on changing customer expectations
• Building capabilities to successfully change current claims systems and processes
• Developing agility in claims to ensure the customer journey is continually improved

Followed by round table discussions

15:30 - Exceeding customer expectations whilst reducing claim settlement time and costs with instant payouts
Justin Fraser, Head of Direct EU Sales, Visa

15:45 - How real-time flood forecasting can remove the pain from the claims process
Dr Avinoam Baruch, Chief Operating Officer, Previsico

16:00 - Does automation work within claims? Implications for the workforce, culture and customers
Rob King, Author of Digital Workforce