28th April 2022  |  Etc. Fenchurch Street, London

Digital Claims 2023

| Etc. Fenchurch Street

Transforming claims to deliver the moment of truth for the digital age

Claims has always been the most critical touchpoint with the customer – but delivering the moment of truth has never been more complex in the digital age.

As other sectors change customer expectations and redefine what an exceptional customer experience feels like, leading insurers and brokers are rethinking traditional claims processes and investing in new skills, capabilities and technologies to transform the claims experience.

This goes beyond just improving speed and efficiency – it’s about leveraging digital to deliver an empathic, customer centric claims experience that creates engagement, drives retention and builds sustainable competitive advantage.

This year Digital Claims will focus on how you transform claims to deliver its strategic value to your organisation both now and in the future, how you leverage automation and AI to deliver a better customer (and user) experience and explore the opportunities to innovate presented by data & analytics.

Topics to be covered:

  • Building a digitally enabled, customer-centric claims experience
  • Transforming claims operations to achieve efficiencies and improve the claim journey
  • The role of claims in delivering on ESG and the impact of new insurance business models
  • Achieving the right blend between human and digital interactions

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AGENDA

08:00 Registration in the exhibition area

09:00 Keynote Presentations

09:00 Keynote Presentations

Transforming claims for a digital age

Developing a claims centric culture and leveraging digital to deliver tomorrows insurance service

  • Grasping the opportunities at this tipping point for insurance
  • Transforming the claims experience to deliver better customer outcomes
  • The critical role of claims in shaping the service of the future
  • Successfully blending digital technologies and human empathy to deliver an exceptional claims experience

Challenging and transforming claim processes and culture to deliver an exceptional experience

  • Assessing existing claims journeys through a customer centric lens to identify service gaps and pinch points
  • Changing mindsets and culture to celebrate change and embrace claims digitisation
  • Leveraging the opportunities of self-service and omnichannel communications to reduce claims resolution times and provide a seamless experience
  • Creating excellent empathetic customer service in claims while utilizing automation
Jonathan Clark
Interim Chief Executive
Chartered Insurance Institute
Ian Thompson
Group Chief Claims Officer
Zurich Insurance
Ruth Fisk
Insurance Evangelist
Smart Communications

Sponsored by:

10.30 Coffee & networking in the exhibition area

10.55 Breakout sessions

Choose to attend one of the following 2 breakout sessions or the Innovation Stage

Session 1

Leveraging claims technology


Successfully implementing new technology in claims
 

 

Jeremy Trott
Director of Claims
Ecclesiastical Insurance

 

Edward Jones
Strategic CX & Digital Transformation Advisor
Verint

Sponsored by:

full session details

Session 2

Transforming claims operations


Achieving efficiencies and delivering an exceptional claims experience

Olly Venables
Strategic Client Solutions Director
Charles Taylor InsureTech

 

Tony Martins de Sa
Senior Project Manager
NFU Mutual

 

Sponsored by:

full session details

Insurance Innovation Stage

Session 1: Emerging Technologies & Strategies


A series of quickfire, 10-minute TED-style presentations highlighting innovation and new tech followed by 5-minute Q&A.

Matt Young
Knowledge Manager
Verint
 

 

Niels Thoné
Co-founder and CGO
Sprout AI

 

Andrew Morrish
Founder and Director
Mackintosh Advisory formerly of Aviva

 

Dr Avinoam Baruch
Co-Founder and Chief Operating Officer
Previsico

Sponsored by:

full session details

Session 1

Leveraging claims technology


Successfully implementing new technology in claims
 

 

Jeremy Trott
Director of Claims
Ecclesiastical Insurance

 

Edward Jones
Strategic CX & Digital Transformation Advisor
Verint

Sponsored by:

full session details

Session 2

Transforming claims operations


Achieving efficiencies and delivering an exceptional claims experience

Olly Venables
Strategic Client Solutions Director
Charles Taylor InsureTech

 

Tony Martins de Sa
Senior Project Manager
NFU Mutual

 

Sponsored by:

full session details

Insurance Innovation Stage

Session 1: Emerging Technologies & Strategies


A series of quickfire, 10-minute TED-style presentations highlighting innovation and new tech followed by 5-minute Q&A.

Matt Young
Knowledge Manager
Verint
 

 

Niels Thoné
Co-founder and CGO
Sprout AI

 

Andrew Morrish
Founder and Director
Mackintosh Advisory formerly of Aviva

 

Dr Avinoam Baruch
Co-Founder and Chief Operating Officer
Previsico

Sponsored by:

full session details
Closeclose pop up window
Session 1

Leveraging claims technology

Successfully implementing new technology in claims

 

Harnessing digital technologies and data to improve the claims experience

  • Mapping customer journeys to evaluate existing service gaps in the claims experience
  • Applying customer facing applications such as chatbots and self-service portals
  • Using intelligent document processing and artificial intelligence to speed up resolution times and deliver better outcomes
  • Striking the balance between human and technology interventions
Jeremy Trott
Director of Claims
Ecclesiastical Insurance
Edward Jones
Strategic CX & Digital Transformation Advisor
Verint

 

Sponsored by:

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Session 2

Transforming claims operations

Achieving efficiencies and delivering an exceptional claims experience

 

Overcoming the practical challenges to drive innovation and deliver transformational change in claims

  • Rethinking claims operations through a digital customer lens
  • Creating a claims centric, agile culture that can embrace change
  • Developing technology partnerships that create operational innovation alongside in-house teams
  • Key criteria to ensure your initiatives deliver positive change to the business and improve the customer experience
Olly Venables
Strategic Client Solutions Director
Charles Taylor InsureTech
Tony Martins de Sa
Senior Project Manager
NFU Mutual

 

Sponsored by:

Closeclose pop up window
Insurance Innovation Stage

Emerging Technologies & Strategies

A series of quickfire, 10-minute TED-style presentations highlighting innovation and new tech followed by 5-minute Q&A

11:00 Managing the Unexpected - Knowledge Management

Matt Young, Knowledge Manager, Verint

11:15 (CASE STUDY) Transforming the customer experience through AI claims triage and processing

Niels Thoné, Co-founder and CGO, Sprout AI

11:30 Navigating the Minefield - strategic choices for claims leaders in innovation

Andrew Morrish, Founder and Director, Mackintosh Advisory formerly of Aviva

11:45 Innovative technology for reducing flood risk

Dr Avi Baruch, Co-Founder and Chief Operating Officer, Previsico

Matt Young
Knowledge Manager
Verint
 

 

Niels Thoné
Co-founder and CGO
Sprout AI

 

Andrew Morrish
Founder and Director
Mackintosh Advisory
(formerly of Aviva)

 

Dr Avinoam Baruch
Co-Founder and Chief Operating Officer
Previsico

Sponsored by:

11.50 Coffee & networking in the exhibition area

12.10 Breakout sessions

Choose to attend one of the following 2 breakout sessions or the Innovation Stage

Session 3

Claims data and analytics


Utilising new and existing data to improve the customer experience and deliver efficiencies

Tim Yorke
Former COO
AXA

 

Michael Anderson
Global Practice Leader
Guidewire Software

 

Sponsored by:

full session details

Session 4

Building a customer-centric claims
experience


Overcoming the challenges to deliver a digital customer journey

David Thomas
Head of Customer Assurance
Admiral

 

Graham Chesney
Account Director
Netcall

 

A picture of Eddie Longworth, Director, JEL Consulting
Eddie Longworth
Director
JEL Consulting

Sponsored by:

full session details

Insurance Innovation Stage

Session 2: Innovative applications of
data & analytics


A series of quickfire, 10-minute TED-style presentations highlighting innovation and new tech followed by 5-minute Q&A.

 

Dan Fiehn
Chief Operating Officer
Incited

 

Liz Latter
Chief Executive Officer
Qlaims

 

Zohar Hod
Chief Executive Officer
One Creation

Sponsored by:

full session details

Session 3

Claims data and analytics


Utilising new and existing data to improve the customer experience and deliver efficiencies

Tim Yorke
Former COO
AXA

 

Michael Anderson
Global Practice Leader
Guidewire Software

 

Sponsored by:

full session details

Session 4

Building a customer-centric claims
experience


Overcoming the challenges to deliver a digital customer journey

David Thomas
Head of Customer Assurance
Admiral

 

Graham Chesney
Account Director
Netcall

 

A picture of Eddie Longworth, Director, JEL Consulting
Eddie Longworth
Director
JEL Consulting

Sponsored by:

full session details

Insurance Innovation Stage

Session 2: Innovative applications of
data & analytics


A series of quickfire, 10-minute TED-style presentations highlighting innovation and new tech followed by 5-minute Q&A.

 

Dan Fiehn
Chief Operating Officer
Incited

 

Liz Latter
Chief Executive Officer
Qlaims

 

Zohar Hod
Chief Executive Officer
One Creation

Sponsored by:

full session details
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Session 3

Claims data and analytics

Utilising new and existing data to improve the customer experience and deliver efficiencies

 

Developing a data strategy and successfully applying analytics within claims

  • Understanding the business problems you are trying to solve
  • Determining your data strategy – approaches to integrate claims data for efficiency and better decision making through data lakes
  • Determine which existing data sets can be used to enhance claims performance
  • Using predictive analytics to identify customer needs and translate them into performance improvements
Tim Yorke
Former COO
AXA
Michael Anderson
Global Practice Leader
Guidewire Software

 

Sponsored by:

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Session 4

Building a customer-centric claims experience

Overcoming the challenges to deliver a digital customer journey

 

Successes in applying digital technologies to improve the claims experience

  • Optimising the claims process by balancing process automation with human support
  • Understanding how AI, advanced analytics, RPA and chatbots support specific points of customer journeys
  • Ensuring self-service automation delivers for customers
  • Can digital platforms provide transparency for customers and build trust?
David Thomas
Head of Customer Assurance
Admiral
Graham Chesney
Account Director
Netcall
A picture of Eddie Longworth, Director, JEL Consulting
Eddie Longworth
Director
JEL Consulting

 

Sponsored by:

Closeclose pop up window
Insurance Innovation Stage

Innovative applications of data & analytics

A series of quickfire, 10-minute TED-style presentations highlighting innovation and new tech followed by 5-minute Q&A

12:10 Introduction

Edward Jones, Strategic CX & Digital Transformation Advisor, Verint

12:15 Data Science and intelligent platforms

Dan Fiehn, Chief Operating Officer, Incited

12:30 Building a better claims experience

Liz Latter, Chief Executive Officer, Qlaims

12:45 Blockchain Technology for greater privacy and data control

Zohar Hod, Chief Executive Officer, One Creation

Dan Fiehn
Chief Operating Officer
Incited
Liz Latter
Chief Executive Officer
Qlaims
Zohar Hod
Chief Executive Officer
One Creation

Sponsored by:

13.05 Lunch in the exhibition area

14.00 Panel discussion

‘Open Insurance’, new ecosystems and the future of claims

Strategic implications and opportunities of new data ecosystems

As with open banking, open insurance offers the prospect of creating new products, services and revenue streams through the sharing and consumption of real time data. As insurers provide services and data to partners new offerings, applications and innovative business models will emerge.

This panel will explore opportunities and threats of new insurance eco-systems and ‘open insurance’ on the claims function which is often overlooked.

Topics to be discussed:

  • How will Open Insurance and data sharing reshape the insurance value chain and claims?
  • Where are the risks for insurers, brokers and the customers?
  • Developing new skills, capabilities and technologies to enable open insurance business and operating models
  • Assessing the opportunities and threats from new ecosystems on claims
James Russell
Head of Claims Transformation
Esure Group
Kelly Ward
Chief Sales & Distribution Officer
AXA Partners
Russell Dixon
Director – Insurance Go-to-Market
EY

 

Sponsored by:

15:00 Coffee and networking in the exhibition area

15:20 Breakout sessions

Choose to attend one of the following 2 breakout sessions or the Innovation Stage

Session 5

Leveraging automation and AI


Blending automation and empathy in claims

A picture of Yanna Winter, CIO, Head of Generali UK IT and GC&C IT
Yanna Winter
CIO, Head of Generali UK IT and GC&C IT
Generali

 

A picture of William Fisher, Insurance Director
William Fisher
Insurance Director, EMEA
Laiye

Sponsored by:

full session details

Session 6

ESG and Claims


Delivering a sustainable claims proposition

Simon Mullin
Head of Aggregator & Supply Chain Development
BGL Insurance

 

Kate Nash
Claims Supply Chain Manager
Ageas

 

A picture of Daniel Jinga, Consultant Director, Softelligence
Daniel Jinga
Consultant Director
Softelligence

 

Sponsored by:

full session details

Insurance Innovation Stage

Session 3: Transforming operations and customer experience


A series of quickfire, 10-minute TED-style presentations highlighting innovation in CX and CE followed by 5-minute Q&A.

Andy Stevenson
Managing Director
Port Hill Consulting

 

Julian Graham-Rack
Chief Executive Officer
PrinSIX Technologies

 

Phil Zeidler
Co-Founder
DeadHappy

Sponsored by:

full session details

Session 5

Leveraging automation and AI


Blending automation and empathy in claims

A picture of Yanna Winter, CIO, Head of Generali UK IT and GC&C IT
Yanna Winter
CIO, Head of Generali UK IT and GC&C IT
Generali

 

A picture of William Fisher, Insurance Director
William Fisher
Insurance Director, EMEA
Laiye

Sponsored by:

full session details

Session 6

ESG and Claims


Delivering a sustainable claims proposition

Simon Mullin
Head of Aggregator & Supply Chain Development
BGL Insurance

 

Kate Nash
Claims Supply Chain Manager
Ageas

 

A picture of Daniel Jinga, Consultant Director, Softelligence
Daniel Jinga
Consultant Director
Softelligence

 

Sponsored by:

full session details

Insurance Innovation Stage

Session 3: Transforming operations and customer experience


A series of quickfire, 10-minute TED-style presentations highlighting innovation in CX and CE followed by 5-minute Q&A.

Andy Stevenson
Managing Director
Port Hill Consulting

 

Julian Graham-Rack
Chief Executive Officer
PrinSIX Technologies

 

Phil Zeidler
Co-Founder
DeadHappy

Sponsored by:

full session details
Closeclose pop up window
Session 5

Leveraging automation and AI

Blending automation and empathy in claims

 

CASE STUDY: Overcoming the practical challenges to successfully apply automation in claims

  • Understanding the opportunities for automation in claims journeys
  • Implementing automated technology and AI for a straight through, no-touch claims resolution
  • Tackling the inevitable resistance to change that this type of technology brings
  • Lessons learned and where the ROI is being delivered
A picture of Yanna Winter, CIO, Head of Generali UK IT and GC&C IT
Yanna Winter
CIO, Head of Generali UK IT and GC&C IT
Generali
A picture of William Fisher, Insurance Director
William Fisher
Insurance Director, EMEA
Laiye

 

Sponsored by:

Closeclose pop up window
Session 6

ESG and claims

Delivering a sustainable claims proposition

 

Developing a successful ESG claims strategy that delivers positive change for the business and wider stakeholders

  • Examining the opportunity for claims to impact on ESG issues
  • Exploring existing supply chains for opportunities to repair and locally source services
  • Developing a culture of viewing claims through a lens of sustainability
  • How an ESG strategy can build loyalty, transparency and customer retention
Simon Mullin
Head of Aggregator & Supply Chain Development
BGL Insurance
Kate Nash
Claims Supply Chain Manager
Ageas
A picture of Daniel Jinga, Consultant Director, Softelligence
Daniel Jinga
Consultant Director
Softelligence

 

Sponsored by:

Closeclose pop up window
Insurance Innovation Stage

Transforming operations and customer experience

A series of quickfire, 10-minute TED-style presentations highlighting innovation in CX and CE followed by 5-minute Q&A

15:20 Introduction

Edward Jones, Strategic CX & Digital Transformation Advisor, Verint

15:25 Customer Experience – Starting with the customer

Andy Stevenson, Managing Director, Port Hill Consulting

15:40 Transforming the delivery of Digital Customer journeys

Julien Graham-Rack, Chief Executive Officer, PrinSIX Technologies

15:55 Changing the way people view Life Insurance

Phil Zeidler, Co-Founder, DeadHappy

Andy Stevenson
Managing Director
Port Hill Consulting
Julian Graham-Rack
Chief Executive Officer
PrinSIX Technologies
Phil Zeidler
Co-Founder
DeadHappy

Sponsored by:

16.20 A quick drink and move to the next session

16.30 Closing panel discussion: Is this the end of claims as we know it?

Leveraging digital, data and connected devices to deliver the future claims service

The world is changing rapidly and whether you like it or not digital will play an ever increasing role in delivering the claims service of the future…it’s those that understand how technology will impact claims that will have the cutting edge.

Our expert panel will discuss what the changing digital environment means for the next generation of skills & capabilities, our existing claims operations and the future of customer communications and engagement.

Topics to be discussed include:

  • Given claims is the key touchpoint for customers, should all digital transformations start with claims?
  • Leveraging digital to enable more customer centric operations that drive up engagement
  • Successfully transforming traditional, ‘analogue’ processes to deliver a tailored, digital experience
  • Tackling the cultural challenges to truly transform claims
Melanie Kill
Transformation Director
AXA
Natasha O’Kane
Head of Digital Transformation
Unum
Ashley Smallbone
Business Transformation Programme Leader
Ecclesiastical Insurance Group

17.15 Close and drinks reception in the exhibition area

Exhibitors

Venue

Etc. Fenchurch Street

Fenchurch Place

43/44 Crutched Friars

London

EC3N 2AE

tel: 020 3735 2700

Useful Info

Closest tube stations: Tower Hill or Aldgate

Closest rail: Fenchurch St, Liverpool St, London Bridge

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