London Market Claims 2021
Delivering successful claims transformation in the London market
Etc. Fenchurch Street
The London Insurance Market is breaking new ground as it strives to drive up claims performance for clients, leverage the benefits of digital to transform outdated claims operations and deliver much needed efficiencies.
At a market level The Future at Lloyd’s and Blueprint Two has put claims transformation at the heart of the modernisation agenda, whilst at the same time leading insurers and brokers are developing innovative ways to drive up claims service.
Change is coming, but the key challenge is how you successfully deliver claims transformation that delivers ROI and improves the client experience.
Attend London Market Claims to:
- Leverage technology to enable and improve your claims processes
- Explore the impact ‘The Future at Lloyd’s Blueprint Two’ will have on claims
- Deliver an exceptional claims service that meets clients expectations and new digital risks
- Discuss approaches to transforming claims mindset & culture through innovation
AGENDA
08:00 - 09:00 | Registration, coffee and networking
09:05 - 09:15 | Introductory keynote
Delivering claims transformation in 2022
- Ensuring Blueprint Two delivers real changes to claims processes in Lloyd’s
- Overcoming market wide claims data challenges to triage claims and speed up settlement
- Encouraging Syndicates, Companies and Brokers to innovate away from the central core
09:15 - 09:45 | Keynote presentation
Can London respond to a rapidly changing global insurance marketplace?
Building the capabilities and workforce to deliver claims excellence in the London market
- Delivering a client claims service that delivers growth and competitive advantage
- The threat of global insurance capacity competing for London’s traditional business
- Reducing London’s expenses
09:40 - 10:10 | Presentation
Where next for London market claims? The Insurance Network Gracechurch Report 2021
Predictions and perspectives from across the market on the future of claims
- What has happened to claims service during the pandemic?
- Where are the opportunities for growth and building competitive advantage around claims?
- Renewing our focus on customers outcomes
10:10 - 10:30 | Keynote panel discussion
Overcoming today’s challenges to enable the future of claims in the London market
Reimagining the future of insurance and role of claims
- What do customers want, and what’s stopping us meeting those expectations?
- How ESG guidance, litigation and technology modernisation is driving transformational change
- Covid – what lessons have we learned on stress testing our resources and expertise?
- Effectively responding to these drivers to deliver the advantages and mitigate the downsides
10:30 - 11:00 | Coffee and networking in the exhibition area
11:00 - 11:50 | Choose one of the two workshops
Workshop 1: Future at Lloyd’s and Claims Modernisation
Blueprint Two update and discussion: the implications for claims, the timeline for delivery...and what difference will it make for customers?
- What are the implications for claims technology and processes in ‘the digital marketplace’?
- Ensuring the initiatives are executed correctly to avoid being a failure
- What difference will it make to your claims handlers and your customers?
11:00 - 11:50 | Choose one of the two workshops
Workshop 2: Delivering actionable insight from data
Leveraging data analytics to improve the client experience and enable enhanced decision making
- Considering appropriate and manageable approaches for implementing data led transformation
- Overcoming the challenges of accessing siloed data
- Solutions for storing and protecting data
Followed by a roundtable discussion and benchmarking
Senior Director, Financial Services
11:50 - 12:10 | Coffee and networking in the exhibition area
12:10 - 13:00 | Choose one of the two workshops
Workshop 3: Streamlining delegated authority claims for better customer experience
Delivering an improved and consistent service
- Establishing a business model that improves customer experience
- Removing friction to support delivery of a faster claims lifecycle
- Guidance and tools for moving towards a common market approach
Followed by a roundtable discussion and benchmarking
12:10 - 13:00 | Choose one of the two workshops
Workshop 4: Digital claims technology
Leveraging technology to improve the client experience, deliver efficiencies and create an environment for future innovation.
- Trends and innovations in claims technologies
- Why is it so difficult to enable technology driven change in the London market and will it be different this time around?
- Leveraging technology to enable a claims workforce to meet future client expectations
- Creating an innovative environment to meet client expectations
Followed by a roundtable discussion and benchmarking
13:00 - 14:00 | Lunch and networking in the exhibition area
14:00 - 15:00 | Afternoon plenary panel
Creating a customer-led, claims-centric organisational culture
Evolving claims for the future of work
- Developing the right values, cultures and behaviours to improve claims performance for clients
- Managing claims teams in the hybrid working environment
- Leveraging technologies to transform claims service
- Having the right skills and capabilities to deliver an exceptional claims service
15:00 - 15:30 | Coffee and networking in the exhibition area
15:30 - 16:20 | Choose one of the two workshops
Workshop 5: The implications of the BI test case
How the insurance industry got it wrong - and right - in response to Covid 19
- Mistakes that were made
- Opportunities for the future
- Update on guidance for paying claims
15:30 - 16:20 | Choose one of the two workshops
Workshop 6: Cybercrime simulation workshop
Being at the front end of a cyber event AND how to manage the response
- Myth-busting what cyber is, what is isn’t, and what a policy responds to
- First response, what is critical in first 24 hours?
- Explaining the business interruption loss and helping the insured
16:20 - 17:00 | Closing panel discussion
Delivering superior claims service and meeting changing client expectations in a hybrid operating environment
Rethinking operating models around evolving workforce dynamics and the organisational challenges thrown up by digital processes, the shift to data-centricity and a service orientated culture.
- What are the opportunities and threats in a new hybrid model?
- How are client service expectations changing?
- How do you manage your brand and reputation in a hybrid operating model?
- How do you bring along the next generation of claims experts in this new environment? What does that workforce look like?
17:00 | Drinks reception
Sponsored by
Main sponsor:
Session Sponsor:
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540 insurers, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record, with 1,000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry.
For more information click here
We take the pain out of big change projects. Working with over 600 organisations, our low-code, contact centre and omnichannel messaging solutions allow customers to make big changes, fast.
Radically improve your customer experience without launching big, expensive transformation programs. And, there’s no need to blow the budget, replace core systems or create work for IT.
Our tools help the people behind the scenes – customer-facing staff and IT talent – build and deliver customer experiences together. Solving operational issues one bad process at a time.
Discover how you can deliver first-class CX in the claims market, talk to our team today.
For more information click here
WNS, an NYSE-listed leading Business Process Management (BPM) company, has a global presence spanning 16 countries with ~49,000 employees and 55 o ffices. We co-create innovative, digitally led tr ansformational solutions with over 380 clients across various industries.
In the Insurance space, WNS partners with over 50 global insurers, re-insurers, brokers and InsurTech companies to drive digital transformation across the Lloyd’s and London, General Insurance, L&R, and TPA value chains. We leverage deep domain expertise, digital capabilities, and a forward-thinking focus on automation and analytics to help our clients scale faster, achieve agility, mitigate risks, reduce costs, and improve customer experience. Our solutions target key functions, including delegated underwriting, actuarial services, end-to-end claims management, financial planning and analysis, data and analytics, and risk and compliance.
WNS’ comprehensive suite of digital solutions is powered by hyperautomation, NLP, advanced analytics, AI, blockchain, IoT, BPaaS platforms and process re-engineering frameworks. For instance, we offer the Insurance-in-a-Box (a target operating model combining digital platforms and BPM-as-a-service) service model for startups, brokers and insurers.
Our ever-expanding capabilities have earned us industry-wide recognition
and this includes the most recent accomplishments:
- 2021 ISG Digital Case Study Awards™ (for Digital Transformation of AVIVA’s Actuarial Process)
- ‘Leader’ Positioning (for the 7th Straight Year) in Everest Group’s P&C Insurance BPS PEAK Matrix® Assessment 2021
- ‘Leader’ Positioning in ISG Provider Lens™ Insurance BPO Services 2020 across P&C, L&R and TPA
For more information click here
Sollers Consulting is an international operational advisory and software integrator. Established in 2000, the company supports insurers, banks, and leasing firms in business transformations and adapting to modern technologies.
For more information click here
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. With a 50-year heritage it is a responsible and diverse organisation of 290,000 team members in nearly 50 countries.
Capgemini is trusted by insurers to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.
For more information click here
Exhibitors
Hawkins is a well-established firm of forensic scientists and engineers. Founded over 30 years ago, we have eight offices giving national and international cover, with more than 65 highly skilled investigators. We cover a broad range of investigations and our clients include most UK insurers, loss adjusters and the legal profession. Our service is both independent and impartial.
For more information click here
Our team of experts with in-depth, practical business and technology experience works with insurance companies, managing agents, MGAs, brokers and the entire value chain in the London market. We focus on the end customer experience and the best technology and architecture fit for each client’s specific purpose.
Our team consists of Analysts, Developers, Testers, Project Managers and Product Owners. Customers either ask us to augment their teams or run end-to-end projects.
In our previous roles the Acini team has worked with many different international insurers (in the USA, UK, Germany, Italy, Poland, Belgium as well as London Market / specialty carriers) where we honed our insurance specifics skills and capabilities.
We ran and were responsible for various projects including business transformations, policy admin/billing/claims platforms replacement, digital portals, integrations, reconciliations, reporting and London Market messaging.
Our name Acini comes from Latin word acinus which means ‘berry’ or ‘cluster of cells’: Acini is about many independent teams or team members working together to bring more value for our customers. It also stands for our approach that everyone can make a decision as long as one can take responsibility for it, and symbolises our trust in the network effect.
For more information click here
Verisk Specialty Business Solutions (formerly Sequel), has been a leading industry software specialist for over 25 years, delivering impactful, reliable solutions that provide end-to-end management to the insurance and reinsurance markets. As part of Verisk, a global organisation that is synonymous with industry innovation and driven by leading experts in their field, we have a strong track record for delivering successful transformation programmes for underwriters, brokers and MGAs within the Lloyd’s, companies and international insurance/reinsurance sector.
As Verisk Speciality Business Solutions, we continue to invest heavily in product evolution, working closely with our clients on a growing range of class-leading, end-to-end solutions. We strive to continually enhance client experiences and better inform risk decisions and as part of Verisk, we have an unrivalled team of insurance industry experts around the world with access to data-driven insights across the Verisk network. We are firmly focused on the future to help you see a world of opportunities.
For more information click here
Helmsman Management Services is the sixth largest third-party administrator (TPA) in the US. It blends tailored programs, industry-leading expertise and seasoned claims professionals to produce better claims outcomes. Helmsman, the only TPA supported by the strength of a Fortune 100 company, helps companies and carriers across the US better control the cost of general liability, property, commercial auto, specialty, and workers compensation claims.
For more information click here
Charles Taylor InsureTech is part of Charles Taylor plc, a leading international provider of professional services to clients across the global insurance market. Charles Taylor employs over 3000 staff in over 100 locations spread across 30 countries in Europe, the Americas, Asia Pacific, the Middle East and Africa.
Charles Taylor provides professional services to insurers, brokers and insurance clients at all stages of the insurance value chain. Its dedicated technology business, Charles Taylor InsureTech, offers software products built in house or that it has acquired.
Charles Taylor InsureTech was established to help insurance businesses drive change through the delivery of technology enabled solutions. Blending our deep knowledge of insurance with leading edge technical expertise, we deliver agile, future-proof solutions to clients worldwide, enabling them to escape their legacy systems and meet the changing expectations of their clients.
For more information click here