19th March 2019  |  London

Digital Claims 2019

| Etc. Fenchurch Street

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.

As digital technology plays an ever-greater role in claims, directors from across the organisation must seek to leverage the value of digital 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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150
+
senior attendees

30
+
expert speakers

11+
interactive sessions

Agenda & speakers

08:00 Registration & Coffee in the City Lounge

09:00 Keynote Presentations

Future trends, technologies and the world of work in the hyper connected digital age

  • Future changes and challenges impacting society and their implications
  • Balancing the human and digital in society, business and customer interactions
  • In the push to digitise and automate are they destroying the value of humans in the claims process?
  • How far will digital technologies, AI and automation change the world of work – and the implications for insurance
Richard Watson
Futurologist, Writer & Scenario Thinker
Now and Next

Culture change is key to successful digital transformation: achieving the cultural shift needed to enable & leverage digitalisation in claims

  • As digital disruption continues to change the insurance landscape how should the industry respond?
  • Achieving organisational agility - creating an innovative and collaborative claims culture to tackle challenges
  • Key criteria for successful culture change
  • Driving innovation, leadership, ethical behaviour and customer satisfaction in claims

Read the Q&A with Ian Thompson »

 

Ian Thompson
Group Chief Claims Officer
Zurich Insurance

Sponsored by:

 10:45 Coffee & networking in the City Lounge

11:15 Streamed Sessions

Please select one of the following 3 streams to attend or the innovation stage. Each features two practitioner presentations designed to stimulate debate and allow benchmarking during the round table discussions that follow.

Stream 1

Transforming claims operations

Leveraging digital to achieve efficiency and improve service

Increasing the efficiency of claims in the digital era: how to successfully leverage technology in the claims cycle
 
Jeremy Trott
Head of Claims Operations
Allianz

Re-evaluating traditional claims processes through a digital lens
 
Jonathan Mansley
Digital Director
LV=

Sponsored by:

full session details

Stream 2

Applying AI and robotics in claims

Art of the possible, practical challenges & unintended consequences

Leveraging AI to transform claims operations and the customer experience
 
Gary Barker
Claims Director
ERS

3 practical users cases where AI is applied to aerial imagery in claims
 
Ryan Bank
Managing Director
Geospatial Intelligence Center

Sponsored by:

full session details

Stream 3

SME claims

Meeting customer expectations in a rapidly changing SME landscape

Examining strategies used with SME clients to drive up service levels and business performance
 
James Gilmour
Head of Claims
Simply Business

Claims prevention through the use of data and technology
 
James Russell
Co-Founder, Brisk
Former Programme Director, Aviva
full session details
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Stream 1

Transforming claims operations

Leveraging digital to achieve efficiency and improve service

Increasing the efficiency of claims in the digital era: how to successfully leverage technology in the claims cycle

  • How to exploit the increasing availability of data sources and logic patterns and improve customer outcomes
  • Identifying economic opportunities along the entire claim value chain
  • Examining the benefits of digital claims recording- allowing claimants to self-submit a case
Jeremy Trott
Head of Claims Operations
Allianz
Re-evaluating traditional claims processes through a digital lens
 
  • How digital improves the claims journey
  • Achieving end to end digitalisation in the claims process to improve digital interactions
  • Redesigning claims with a focus on customer outcomes
  • Keeping pace with change- successfully integrating digital technologies into your claims operations whist maintaining a competitive edge
  • Practicalities?
Jonathan Mansley
Digital Director
LV=

Sponsored by:

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Stream 2

Applying AI and robotics in claims

Art of the possible, practical challenges & unintended consequences

Leveraging AI to transform claims operations and the customer experience

  • Rethinking traditional claims operations to take advantage of the technology available
  • Using robotics and AI to improve settlement accuracy and speed of resolution
  • Automating fraud detection in motor claims without damaging the customer experience
Gary Barker
Claims Director
ERS

3 practical users cases where AI is applied to aerial imagery in claims

Building Footprints

  • Algorithms built from artificial intelligence provide automated building footprint data that can be used in any geocoding, reverse geocoding, and location technology, to support applications across insurance

Automated Damage Classification

  • Artificial Intelligence algorithms locate all property and assess the insured damages
  • Insurer-specific definition of damage classes
  • Tailored claims classification for all damaged properties 6-10 days post-cat

Automated Feature Extraction

  • Artificial intelligence and machine learning allow for detection and identification of property features such as swimming pools, trampolines, solar panels, that impact underwriting risk
Ryan Bank
Managing Director
Geospatial Intelligence Center

Sponsored by:

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Stream 3

SME claims

Meeting customer expectations in a rapidly changing SME landscape

Examining strategies used with SME clients to drive up service levels and business performance

  • How can commercial claims effectively harness new technology to secure high customer retention levels, quicker response times and ultimately improve business performance?
  • The role of  visual communication systems in handling claims
James Gilmour
Head of Claims
Simply Business

Claims prevention through the use of data and technology

  • How to get closer to risks that might lead to a claim
  • How insurers, brokers, advisers and Fintech players can work collaboratively, to better serve the business customer and effectively manage risk
James Russell
Co-Founder, Brisk
Former Programme Director, Aviva

13:00 Lunch & networking in the City Lounge

14:00 Panel discussions

Please select one of the following 3 panel discussions to attend or the innovation stage. Each features brief presentations followed by audience Q&A: allowing you to have your questions answered.

Panel 1

Future claims technology

Industry 4.0 - preparing for the opportunities and threats

Our panellists will explore the impact on claims processing as well as how the nature of risks are changing.

Michael Blix
Group Chief Enterprise Architect
RSA

David Clamp
Former Head of IT
Hiscox

Anthony Wynn
Innovation Lead - Digital & Analytics
Aviva

Sponsored by:

full session details

Panel 2

Delivering a customer centric claims service

Combining customer data, digital technology and a claims culture to deliver actionable customer insight

As well as the technological challenges the panel will explore the cultural barriers and behaviours that make effective change so difficult.

Alan Burtonshaw
Group Head of Insurance Claims
Aspen Insurance Ltd

Andy Reid
Head of Claims
Home and Legacy

Dean Witherington
Senior Claims Improvement Manager
Zurich Insurance

Sponsored by:

full session details

Panel 3

Supply chain management

Leveraging digital to find efficiencies, speed up service and communication

As the costs of claims rises this panel discussion will explore how you effectively manage the claims supply chain to both drive down costs but also deliver a better claims experience.

Graham Stait
Head of Suppliers & Experts, Claims
Allianz

William Quibell
Head of Major Loss & Supplier Management
Legal & General Insurance
full session details
Closeclose pop up window
Panel 1

Future claims technology

Industry 4.0 - preparing for the opportunities and threats

The implications, opportunities and threats of emerging technologies.

Our panellists will explore the impact on claims processing as well as how the nature of risks are changing.

Topics to be discussed include: 

  • Moving from indemnity to risk avoidance – leveraging IOT & data analytics to change the nature of insurance propositions and claims
  • Balancing the efficiency and speed of automation with the human touch in claims
  • From FNOL to settlement – where will digital positively impacts the claims experience
Michael Blix
Group Chief Enterprise Architect
RSA
David Clamp
Former Head of IT
Hiscox
Anthony Wynn
Innovation Lead - Digital & Analytics
Aviva

Followed by Q&A with the panelists

Sponsored by:

Closeclose pop up window
Panel 2

Delivering a customer centric claims service

Combining customer data, digital technology and a claims culture to deliver actionable customer insight

Overcoming the practical challenges of improving claims service and meeting changing customer expectations.

As well as the technological challenges the panel will explore the cultural barriers and behaviours that make effective change so difficult.

Topics to be discussed include: 

  • How to effectively mine your data to improve CRM and your bottom line
  • Identify risky or fraudulent claims without damaging your overall customer journey
  • Segmenting claims to reduce costs and better manage the supply chain from products to customer
  • Aligning claims data with actuarial information to create more accurate pricing
Alan Burtonshaw
Group Head of Insurance Claims
Aspen Insurance Ltd
Andy Reid
Head of Claims
Home and Legacy
Dean Witherington
Senior Claims Improvement Manager
Zurich Insurance

Followed by Q&A with the panelists

Sponsored by:

Closeclose pop up window
Panel 3

Supply chain management

Leveraging digital to find efficiencies, speed up service and communication

As the costs of claims rises this panel discussion will explore how you effectively manage the claims supply chain to both drive down costs but also deliver a better claims experience.

Topics to be discussed include: 

  • Leveraging technology to challenge the high prices passed on by manufacturers and repairers
  • Strategies to establish an ongoing relationship with regular suppliers
  • Focusing on customer centric approaches to claims fulfillment and developing the right claims model
  • The importance of gaining an information advantage: how to accurately assess your claims management performance
  • Segmenting claims to reduce costs and better manage the supply chain
Graham Stait
Head of Suppliers & Experts, Claims
Allianz
William Quibell
Head of Major Loss & Supplier Management
Legal & General Insurance

Followed by Q&A with the panelists

15:00 Coffee in the City Lounge

15:20 Workshops

Please select one of the following workshops to attend. Each features a 20 minute presentation followed by round table discussion to allow the sharing of best practice.

Workshop 1

Leveraging digital in claims

Leveraging digital to improve claims efficiency and improve the customer journey

Alasdair Stewart
Marketing and Communications Director
AXA Insurance
full session details

Workshop 2

Transforming the claims experience

 Improving the claims journey and customer communications to drive efficiency and retention

David St Clair
Head of UK Operations 
AXA Travel Insurance

Sponsored by:

full session details
Closeclose pop up window
Workshop 1

Leveraging digital in claims

Leveraging digital to improve claims efficiency and improve the customer journey

  • Where are the strategic and tactical opportunities for digital to improve the claims experience?
  • Establishing the commercial benefit of investing in digital claims initiatives to gain board level buy-in
  • Overcoming the challenges digital transformation in claims
  • Our experience of developing the eServe portal to speed up the claims journey and settlement times
Alasdair Stewart
Marketing and Communications Director
AXA Insurance

Followed by round table discussions

Closeclose pop up window
Workshop 2

Transforming the claims experience

 Improving the claims journey and customer communications to drive efficiency and retention

  • Mapping the customer journey to establish service level gaps
  • Developing a customer centric claims culture to rethink traditional claims processes & communications
  • Leveraging digital to speed up the claims journey and settlement times
  • Successfully delivering customer communications transformation in claims
David St Clair
Head of UK Operations 
AXA Travel Insurance

Followed by round table discussions

Sponsored by:

16:20 Move to next session

16:30 Closing panel discussion

Will the next generation of digital technology, automation and AI completely transform claims?

Whether you are a technology evangelist or a digital cynic, there is no arguing that technology is driving change across all aspects of our lives. The questions is, how far will technology led change impact the claims function and what can be done to harness the benefits to improve business performance?

Our expert panel will discuss topics including:

  • How far will digital technology impact claims processing – is STP of claims wanted or desirable
  • As we move into a new era of risk prevention rather than indemnity will claims become a back water
  • Developing the skills and competencies to drive more value from claims data and improving the claims experience
  • Leveraging new technology to remove the tedious manual tasks and free up resources to deliver high performance customer experience

Read the Q&A with Sam White »

Sam White
CEO
Pukka Insurance
 
Sally Eaves
Expert in Emerging Technology
 
Ryan Bank
Managing Director
Geospatial Intelligence Center
 

Sponsored by:

17:30 Drinks reception in the City Lounge

Book now for only £499 + VAT

Group booking: Buy 2 places get 1 free

REGISTER NOW

Insights from the speakers

Digital Transformation in Claims

In the build up to the Digital Claims taking place on 19th March 2019 I spoke to Ian Thompson, Group Chief Claims Officer at Zurich Insurance about how culture change is key to successful digital transformation and the challenges posed by customers’ ever increasing demands for transparency throughout the claims process.

How important is communication with the customer and do digital channels provide the sense of control customers’ desire? 

Communication with the customer has always been a critical element in delivering the claims service proposition, though traditionally insurers have struggled to consistently achieve customer satisfaction. Digitalisation continuously raises the bar in terms of expectations, with many customers now expecting full transparency throughout their claims journey. The challenge for insurers is how to not just meet today’s expectations but to keep pace with ongoing developments.

Can a successful digital transformation radically reinvent the claims customer journey with the help of AI, digital technologies and the claims ecosystem?

Digital transformation can help reinvent the customer journey, but, to do so it requires culture change and workforce evolution. Recreating the customer experience and simplifying claim settlement requires a change of mind set. The industry must innovate new ideas that will bring enhanced service propositions to market quickly and within the context of a broader service ecosystem. Our operating models also need to evolve, shifting from functional silos to agile and multi-skilled teams collaborating to deliver the service proposition. Critically, we must significantly enhance our ability to utilise data to drive automation and insight.

Does capitalising upon opportunities require a deeper understanding of the customer?

Sustainability in our highly competitive environment requires a deep understanding of the customer and their expectations … not just to meet needs, but also to anticipate them. This demands different capabilities of our operating models and people. As well as developing skills not traditionally present in insurers, we also need to embed agility, innovation and design thinking into our day-to-day ways of working.

Ian will be covering these and other issues in his keynote presentation at Digital Claims in March.

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Digitisation, culture change and diversity

In the build up to the Digital Claims taking place on 19th March 2019 I spoke to Sam White, CEO at Pukka Insurance about digitisation, culture change, and diversity.

Do you think the insurance sector is working towards a meritocratic working structure?

I think that like many sectors within the financial services industry, there’s a lot of good people who recognise the need for change and who are trying hard to make the changes necessary for a much more meritocratic working environment. But I think we can all acknowledge that it’s very difficult to change a culture when it’s so inherently embedded. Being aware of the challenges and the serious need for change is a great start but we need a little more action too.

How much in your opinion is the move towards digitalisation forcing a culture change in insurance - was it happening anyway?

In my mind this is probably the single biggest potential driver of change. But only if executed correctly.

By using advanced digital techniques to truly understand the nuances of personalised experiences we should change the focus of how we build products and engage with a variety of different types of customers.
The combination of talented humans and correctly implemented state-of-the-art digital tech is crucial to success for me.

Has there been a shift in thinking in the industry on the classic ways to achieve diversity- is there a clear view on how inclusion will drive diversity and business agendas?

I don’t think generally there’s been a massive shift in the approach insurers are using to drive diversity and inclusion - the importance is the momentum we have noticed. I’ve seen some really progressive stuff from people at Covea, and in our own way at Pukka we are trying to approach D&I in a less regimented style. In my experience people will naturally deviate to structures that they are used to and comfortable with.

Fundamentally I believe that we need to rewrite the rule book on this and that will be the hardest challenge of all.


How do you develop a strong recognisable brand? What makes Pukka Insure different?

For me recognisable brands are simply authentic ones, and at Pukka we try to be the values that we have chosen to represent: ethical, transparent, progressive. I think it starts at the inception of your business and then you need to stay true to who you are - you can adapt and evolve your approach without compromising your ethos. Communication plays a vital role too, sticking to clear and consistent messaging is definitely crucial for me. Also being accessible and having an opinion is important. Finally, we also like to foster a fun and open approach in the offices, such a cliche but playing hard and facilitating a healthy work life balance is very important to your brand identity.

What should the industry be doing today to ensure the future achievements of women in insurance?

They should be doing a lot that they are doing already and a whole lot more on top. I’m over simplifying here but start by hiring more people based on merit and not bias or experience.

Start to champion more female role models across the sector and create environments that work for everyone e.g. tailored more towards working parents.

Sam will be covering these and other issues during her panel discussion session at Digital Claims in March.

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Who you'll be joining

Network & benchmark with over 150 industry experts

With job titles such as:

CEO

Chief Claims Officer

Claims Automation Specialist

Claims Director

Claims Operations Director

Customer Experience & Operations Director

Director of Claims Operations

Director of Digital

Futurologist

Marketing and Communications Director

Business Development Director

VIEW THE FULL LIST

From companies including:

Admiral Group Plc

Allianz Insurance Plc

AXA Insurance Plc

BUPA Global

Hiscox

Legal & General Group Plc

LV=

NFU Mutual Insurance Society Ltd

Zurich Insurance

VIEW THE FULL LIST

 

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Join 200 of your peers to discuss how digital is revolutionising claims.  Vendors and suppliers of services cannot register as delegates.

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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

The evolution of Digital Claims

You can download the programmes from previous years by clicking the buttons below.

Digital Claims 2018

DIGITAL CLAIMS 2017 DIGITAL CLAIMS 2016

DIGITAL CLAIMS 2015 DIGITAL CLAIMS 2014

 

Event Exhibitors

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