Making the claims process more client friendly, slicker and transparent for customers

• Claims skills & capabilities for the digital world
• Maximising the value of claims expertise in the London market
• Means to remove the ‘encumbrance’ of doing business with London
• How London claims can best harness new means to do business

Making it easier for TPAs to conduct business with the London market

• Effectively dealing with third parties and systems integration
• Getting consistent information across the board
• Balancing flexibility for coverholders with compliant efficiencies for the business
• Building agility and flexibility in systems and processes to improve the coverholder experience

Followed by round table discussion & feedback

TOM phase 2 and beyond – overcoming the practical challenges for organisations

• Putting claims centre stage in the next round of transformation
• Increasing speed of settlement and reducing frictional costs
• Adding automation to the Single Claims Agreement Clause
• Improving client communications and transparency

Practitioners' responses to TOM phase 2

Following Adrian’s presentation you will hear 2 responses from market practitioners before discussing the issues and challenges raised

Case study: Lessons learned from a BI claim following hurricane Irma

• Overview of the BI claim and the issues that followed
• Pre-loss scenario planning
• Improving communications & transparency with all parties
• Looking beyond policy wording to really understand the business and deliver a client centric experience

Meeting Client Expectations

• What do clients value most in claims service – speed of settlement, transparency and clear communications
• Honest appraisals of where claims needs to improve
• How high a premium is placed on effective communication and negotiation
• What modern businesses need from their risk coverage
• Lessons to be learned from other financial institutions in providing a modern service

Creating solutions at the pace of changing client needs

• Where extant P&C falls short for client business models reliant on the sharing economy
• The unpredicted risks, their scale and the implications for future claims
• Assessing the importance of internet economy clients to the London market
• Reflections on London market reforms and realistic rate of change

Enhancing the value proposition of the claims function

Topics to be discussed include:

• Putting claims at the heart of your proposition - effectively involving claims pre-placement

• Empowering your claims team to negotiate better outcomes

• Ensuring a client centric claims culture runs through the organisation

• Enabling skilled negotiators to deal with complex claims

• Addressing the emerging skills gaps in claims handling

Followed by facilitated Q&A

Is SCAP effectively dealing with low value, non-complex claims?

Our expert panel will discuss:

• Rating SCAP’s success in benefitting both the London market and its customers
• The key issues arising from SCAP claims to date
• What’s been revealed regarding the supporting infrastructure?
• Potential developments in systems and processes to realise SCAP’s stated goals
• What the market needs to know about likely changes ahead

Followed by facilitated Q&A

Real world appraisal in the context of benefitting London market claims

Topics to be discussed include:

• Identifying optimal roles for automation in claims
• Avoiding the danger of dissipating the claims function
• Who’s an early adopter and what have they achieved?
• Using new technology in the field – from blockchain in marine to drone NatCat reporting
• Developing standards for digitally enabled client self-reporting

Followed by facilitated Q&A

Leveraging robotics to improve efficiencies and client experience

• Assessing how robotics can be used in London market claims
• Defining the scope of RPA in automatic triaging and settlement of small claims
• Identifying and developing the skills and capabilities vital for running the robots
• Setting a methodology for tracking and reporting results post-implementation
• Key elements for a disciplined implementation and ongoing operational management

Followed by round table discussion and Q&A

Developing new capabilities and functionality to improve CH/TPA partnerships

• Extending the capabilities of claims platforms used by coverholders
• Removing the frictional costs for coverholders when placing and reporting in the London market
• New approaches to satisfying regulatory requirements efficiently
• Addressing differing needs of brokers and insurers
• New technology developments in data capture and systems integration

Followed by round table discussion and Q&A

Harnessing existing expertise with a culture of innovation to develop new products for future risks

• Matching claims skillsets with new lines of business such as cyber
• Transitioning from traditional P&C/marine processes and an engrained culture
• Responding to technological evolution of property and casualty risks
• Handling cyber claims beyond loss of data
• Optimising the interaction between claims and underwriting