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

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
Madeline Bailey
Former Group Head of Strategic Initiatives
MS Amlin

Sponsored by:

full session details

Insurance Innovation Stage

Emerging Claims Technologies

Introduction by the Innovation Stage sponsor

Forget the next shiny new tech – solving insurers claims problems today
Rob Smale, Former Claims Director, Ageas UK and now NED & Advisor

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

Starting with the customer - why do customers make the decisions they do?
Andy Stevenson, Managing Director, Port Hill Consulting

Digitalising the claims process and leveraging AI to streamline processes
Kristian Feldborg, Founder, Vesuvio Labs

Three People Do Not make a Tiger!
Eddie Longworth, Director, JEL Consulting

See all sessions

full session details

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
Madeline Bailey
Former Group Head of Strategic Initiatives
MS Amlin

Sponsored by:

full session details

Insurance Innovation Stage

Emerging Claims Technologies

Introduction by the Innovation Stage sponsor

Forget the next shiny new tech – solving insurers claims problems today
Rob Smale, Former Claims Director, Ageas UK and now NED & Advisor

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

Starting with the customer - why do customers make the decisions they do?
Andy Stevenson, Managing Director, Port Hill Consulting

Digitalising the claims process and leveraging AI to streamline processes
Kristian Feldborg, Founder, Vesuvio Labs

Three People Do Not make a Tiger!
Eddie Longworth, Director, JEL Consulting

See all sessions

full session details
Closeclose pop up window
Discussion session 1
Discussion session

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 Performance and Insights
Zurich

 

Sponsored by:

Closeclose pop up window
Discussion session 2
Discussion session

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
Madeline Bailey
Former Group Head of Strategic Initiatives
MS Amlin

 

Sponsored by:

Closeclose pop up window
Insurance Innovation Stage
Discussion session

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

12:00 - The role of intelligent automation in claims and beyond
Rachael Bishop, Chief Operating Officer, AltViz

12:15 - Starting with the customer - why do customers make the decisions they do?
Andy Stevenson, Managing Director, Port Hill Consulting

12:30 - Digitalising the claims process and leveraging AI to streamline processes
Kristian Feldborg, Founder, Vesuvio Labs

12:45 - Three People Do Not make a Tiger!
Eddie Longworth, Director, JEL Consulting

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”. Take a look at John in action in the video below.

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

CASE STUDY:
Scaling automation

Enabling end-to-end processing through intelligent automation

Paul Wright
RPA Project Manager
RKH Group Limited

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

Sponsored by:

full session details

Insurance Innovation Stage

Innovations in action


Exceeding customer expectations whilst reducing claim settlement time and costs with instant payouts
Richard Campion, Director of Business Development, Visa

Trust - powered by innovation. How the integration of emerging technologies can advance trust between customers and insurers
Richard Starey, Senior Solution Consultant, Guidewire

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

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

See all sessions

full session details

Workshop 1

CASE STUDY:
Scaling automation

Enabling end-to-end processing through intelligent automation

Paul Wright
RPA Project Manager
RKH Group Limited

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

Sponsored by:

full session details

Insurance Innovation Stage

Innovations in action


Exceeding customer expectations whilst reducing claim settlement time and costs with instant payouts
Richard Campion, Director of Business Development, Visa

Trust - powered by innovation. How the integration of emerging technologies can advance trust between customers and insurers
Richard Starey, Senior Solution Consultant, Guidewire

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

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

See all sessions

full session details
Closeclose pop up window
Workshop 1
Workshop

Enabling end-to-end processing through intelligent automation

  • Where should you start, what should you look for and what skills do you need?
  • Improving efficiency and adding value through intelligent data extraction
  • Applying structured technology to an unstructured insurance processes
  • Leveraging this technology to support human decision making and improve the customer experience
Paul Wright
RPA Project Manager
RKH Group Limited

Followed by round table discussions

Sponsored by:

Closeclose pop up window
Workshop 2
Workshop

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

Sponsored by:

Closeclose pop up window
Insurance Innovation Stage
Workshop

15:20 - Exceeding customer expectations whilst reducing claim settlement time and costs with instant payouts
Richard Campion, Director of Business Development, Visa

15:35 - Trust - powered by innovation. How the integration of emerging technologies can advance trust between customers and insurers
Richard Starey, Senior Solution Consultant, Guidewire

15:50 - How real-time flood forecasting can remove the pain from the claims process
Dr Avinoam Baruch, Chief Operating Officer, Previsico

16:05 -Success and failures of InsurTech in claims…and what’s to come
C J Przybyl, Co-founder & Chief Strategy Officer, Snapsheet

16:20 A quick drink

16:30 Closing panel discussion

Can claims drive the digital agenda?

Overcoming key challenges to achieve innovation in claims

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:

  • What do we mean by ‘Innovation’ in claims?
  • 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

Exhibitors

86