17th March 2020 | London

Digital Claims 2020

| Etc. Fenchurch Street

Transforming claims for the digital age

The combination of data & technology to transform the customer experience and deliver efficiencies is the battle ground upon which competitive advantage will be fought in the coming years.

Claims is on the front line. The winners will be those that unlock the strategic value of claims and enable better claims processes, drive innovation and deliver a 21st century claims experience – enabled by digital technologies and data driven insights. The key question is HOW?

Attend Digital Claims 2020 to:

  • Discuss how to leverage digital to improve the claims experience and drive up engagement and retention
  • Discover how to transform claims operations and deliver efficiencies through intelligent automation
  • Explore how you overcome the practical challenges of delivering change and create a claims centric culture

Register today - first 50 places only £199 + VAT »

Book your place today

First 50 places only £199 + VAT

Full price £499 + VAT

REGISTER NOW


150
+
senior attendees

18
+
expert speakers

9
interactive sessions

Agenda

09:00 Keynote Presentations

Leveraging culture and digitalisation for a successful customer outcome


  • What does the digital journey look like at Allianz?
  • Role of the leadership team in preparing people achieve digital change
  • Managing mindset and behavioural change
  • Aligning digital and data with changing customer expectations
Graham Gibson
Chief Claims Officer
Allianz

Leading data-driven change: how digital and data can transform the claims function, and maintain an unwavering focus on the customer


  • Changing how we manage the business to embrace digital and become more data-driven
  • Augmenting decision making with data and customer insight
  • Aligning internal and external stakeholders with data teams to accelerate change and progress in claims
  • What does success look like?
Robin Challand
Claims Director
Ageas

10:45 Coffee and networking in the exhibition area

11:15 Discussion sessions

Delegates choose one of the following disucssion sessions or the innovation stage

Discussion session 1

Transforming claims operations to improve service and achieve efficiency

Defining the right strategy for leveraging automation in claims
Lisa Irons
Head of Operational Transformation
Hastings Direct

Building data analytics capabilities for improved outcomes in claims
Liz Ryan
Head of Claims Performance and Insights
Zurich

Sponsored by:

full session details

Discussion session 2

Improving the customer experience

 

Leading operational change to improve customer experience and outcomes in claims
Andy Cain
Head of Claims Customer Operations
Saga plc

Changing people, culture and technology to achieve transformation and improved customer service in claims
Tim Purcell
Head of Technical Strategy and Best Practice
AXA 

Sponsored by:

full session details

Insurance Innovation Stage

Emerging Claims Technologies

Introduction by the Innovation Stage sponsor


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


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


Forget the next shiny new tech – solving insurers claims problems today
Rob Smale, NED & Advisor, and Former Claims Director, Ageas UK
full session details
Closeclose pop up window
Discussion session 1

Transforming claims operations to improve service and achieve efficiency

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?
Lisa Irons
Head of Operational Transformation
Hastings Direct

 

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

Liz Ryan
Head of Claims Performane and Insights
Zurich

 

Sponsored by:

Closeclose pop up window
Discussion session 2

Improving the customer experience

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

Andy Cain
Head of Claims Customer Operations
Saga plc

 

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
Tim Purcell
Head of Technical Strategy and Best Practice
AXA

 

Sponsored by:

Closeclose pop up window
Insurance Innovation Stage

Emerging Claims Technologies

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

 

13:00 Lunch and networking in the exhibition area

14:00 Future facing keynote 

Creating customer value in the digital age


  • Leveraging systems thinking to design effective digital services
  • Customer value: the sole driver
  • IT as last, not first
  • Speed of change: how to focus and what to avoid
  • Delivering promises, achieving best practice and overcoming claims process challenges

John Seddon is an occupational psychologist, researcher, professor, management thinker and leading global authority on change, specialising in the service industry.

The Daily Telegraph described him as a “reluctant management guru”.

Professor John Seddon
Author, management thinker and global authority on change

 

15:00 Coffee and networking in the exhibition area

15:20 Workshops

Delegates choose one of the following workshops or the innovation stage

Workshop 1

A case study in leveraging automation in insurance

Improving agility, reducing claims time and achieving operational efficiency

Ben Lyons
Senior Automation Specialist
Allianz

Sponsored by:

full session details

Workshop 2

Executing your digital strategy 

Delivering a seamless customer experience using data and claims insights

Dean Witherington
Claims MI and Analytics
NFU Mutual
full session details

Insurance Innovation Stage

Innovations in action


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


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


Does automation work within claims? Implications for the workforce, culture and customers
Rob King, Author of Digital Workforce
full session details
Closeclose pop up window
Workshop 1

A case study in leveraging automation in insurance

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?
Ben Lyons
Senior Automation Specialist
Allianz

 

Followed by round table discussions

Sponsored by:

Closeclose pop up window
Workshop 2

Executing your digital strategy

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
Dean Witherington
Claims MI and Analytics
NFU Mutual

 

Followed by round table discussions

Closeclose pop up window
Insurance Innovation Stage

Innovation in action

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

16:20 A quick drink

16:30 Closing panel discussion

Can claims drive the digital agenda?


Claims has traditionally been at the back of the queue when it comes to investment, setting business strategy and securing the best talent. As organisations focus on brand and customer service, claims should be leading the charge – but is it?

Our panel will explore how claims should be driving the strategic agenda and the practical challenges of delivering a transformation strategy with claims at the centre.Topics to be discussed include:

  • If we build it will they come? Is there customer appetite for self-service in claims - and how do we get it right?
  • Overcoming the challenges presented by multiple technology systems from suppliers, internal legacy systems and resistance to change
  • What are the future skills and capabilities needed to prosper in the digital age – are we winning the war for talent?
Alex Whitehead
Head of Insurance
So-sure
Linda Ghodbani
Managing Director
Homeserve
Simon Hughes
Former GI Claims Innovation Lead
Aviva

17:15 Drinks reception

Book your place TODAY

REGISTER NOW

Practitioners: First 50 places only  £199 + VAT
Suppliers of service (incl. law firms & consultants): £999 + VAT
TIN premium member, Airmic member and risk managers: Free
Join as a TIN premium member: £799 + VAT

Interested in sponsorship?

ENQUIRE NOW

Find out why leading suppliers in the UK insurance sector sponsor Digital Claims year in, year out - and have done since its launch in 2009.

Who joined us last year

Network with 150+ senior attendees including:

Join peers with job titles such as:

  • CEO
  • Chief Claims Officer
  • COO
  • Claims Director
  • Claims Transformation
  • Claims, IT & Process Analyst 
  • Commercial Claims Team Leader
  • Customer Experience Manager
  • Deputy Head of Claims
  • Director of Claims Operations
  • Director of Digital 
  • Group Claims Director
  • Group Digital Director
  • Head of Claims
  • Head of Claims Innovation & Digital
  • Head of Claims Operations
  • Head of Customer Claims
  • Head of UK Operations

 View full list 

 

From companies including:

Allianz Insurance Plc

Aviva Plc

AXA XL

Brit Insurance

BUPA Global

Claims Planet

Covéa Insurance Plc

Domestic & General Group Plc

Generali UK

Hiscox

Legal & General Group Plc

LV=

Willis Tower Watson

Zurich Insurance

 View full list

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

What others have said

Photo of Paul Umpleby, JLT Speciality Ltd

“Another successful conference. The best bit for me is always the chance I get to spend time with some of my peers from the market…to discuss common issues and get to the heart of them. “

Jonathan CLARK, Global Head of Business Solutions Claims, SCOR Global P&C

Photo of Paul Umpleby, JLT Speciality Ltd

A group of experts set on driving real innovation and change in a traditional industry; TINtech was brimming with originality and good ideas. I’ve come away set on driving real innovation and change!”

Alexandra Gedge, Willis Towers Watson

 

Photo of Paul Umpleby, JLT Speciality Ltd

“Great opportunity to meet other players in our space, and benchmark ourselves against what others are doing, talking about, researching or implementing.”

Peter Vandenberk, Simply Business

Photo of Paul Umpleby, JLT Speciality Ltd

“Great event for getting to know what is important to the Insurance Industry as a whole. Easily two day’s worth of content (in one day).”

John Wootton, Direct Line Group

39