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Conference Agenda

Day 1 — Tuesday, March 14th
Keynotes:
Risks, Agility, Evolution
Session 1: Plenary
Industry Disruption
Session 2: Plenary
Systems & Processes
Track 3A: Business Strategy
Business Transformation
Track 3B: Data Analytics
Data Management
Track 4A: Business Strategy
Cultural Change
Track 4B: Data Analytics
External Data
Day 2 — Wednesday, March 15th
Keynotes:
Customer, Brand, Services
Session 5: Plenary
The Modern Customer
Session 6: Plenary
Digitization & Automation
Track 7A: Customer Analytics
Distribution & Marketing
Track 7B: Product Analytics
Underwriting & Pricing
Track 8A: Customer Analytics
Customer Experience
Track 8B: Product Analytics
Claims & Fraud
Opening Keynote:
08:30 - 09:00
Reinventing the Insurance Experience: Connecting Claims with Internal and External Stakeholders
  • Led by other digitally disrupted industries, Customer’s expectations are high and rising. Claims is the ultimate moment of truth and presents a unique opportunity to reinvent the insurance experience and build loyalty and trust
  • Deliver the future of insurance claims: Transform people’s mindset, integrate data and overcome legacy systems Build competitive advantage by making claims part of the product development and innovation side of the busines
08:30 - 09:00
Interactive Polling Session: What Do Customers Really Want?
  • What is the most important thing to an insurance customer?
  • How often your team directly interact with your customer?
  • How are you measuring customer satisfaction?
  • Are you happy with the customer experience your organization provides?
The Moment of Truth: Deliver Customer-Centric and Seamless Insurance Claims
08:30 - 09:00
Exceed the High Expectations of the Digitally Empowered Customer: Highly- Personalised and Multiconnected Engagement
  • Understand who is your customer (end-consumer, broker, SMEs, etc) and what they expect from you to successfully build your transformation plan
  • Discover what and how to learn from start-ups as they redesign the claims process from the first notice of loss to payment
  • Gain internal support by connecting business metrics with customer-centric KPIs and ensure maximum ROI
08:30 - 09:00
What Customers Really Want is Choice! Build the Ultimate Omnichannel Experience
  • Digitise the claims process and integrate data to deliver a consistent and efficient omnichannel experience
  • Successfully manage your customer’s expectations with automated updates to improve customer’s satisfaction and reduce overall contact points
  • Provide choices and not restrictions. Build the digital capabilities that enable your customers to decide the channel they want to use and don’t dictate a “one size fits all” customer journey
08:30 - 09:00
Go Beyond Automation and Build Business Flexibility to be Successful in a Constantly Changing Business Landscape
  • View claims through the lens of the customer experience. Make sure you have the right systems and process that allow you to deliver business flexibility.
  • Overcome the siloed insurance industry structure through robotics and deliver unified KPIs and dashboards
08:30 - 09:00
Panel Discussion: Translating Customer Insights into Practical Actions
  • Learn what specific profiles and skills you must attract and develop in your team to build the right competencies to transform customer data into practical improvements
  • Go back to the drawing board! Rebuild claims internal process putting your customer’s needs at the centre of your business
08:30 - 09:00
Ensure Great Customer Satisfaction Even When Your Customer has Their Claims Rejected
  • Successfully manage your customer’s expectations, even on a negative environment with accurate and transparent interactions
  • What else should we be doing? Listen to different alternatives provided to insurance customers when their claims were rejected and how to turn this negative episode into an opportunity
Round Tables: Customer Experience

Facilitated by an industry leader, delegates will break into groups based on their primary lines of insurance operations e.g. auto, home, complex commercial, health and life to discuss the key challenges and trends influencing the industry

Connected Claims for a Connected Home
Connected Claims in Health and Life Insurance
Connected Claims for Corporate and Re-Insurers
The Age of Analytics: Competing in a Data-Driven World
08:30 - 09:00
Building A Strong Data Foundation: The Bedrock of Claims Success
  • Overcome the data challenges many insurance carriers face such as legacy systems, fragmented data storage, inconsistent data, siloed departments and more
  • Develop a consistent, streamlined system for data collection to capture the most valuable data for claims and for other functions across the organization
  • GDPR is coming and it is changing the boundaries of data usage. Understand how these changes will impact your data strategy and how to work with these new data constraints
08:30 - 09:00
Make Digital Strategy a Reality in Insurance: Data Visualization Tools to Assist Claims Staff
  • Empower your employees by developing a data management platform that is user friendly and meets the needs of claims handlers, removing the need for additional administrative tasks
  • Assess the key data fields required for all teams and collect them all at once and share the data set with relevant staff throughout the whole process
08:30 - 09:00
Maximize the Data Avalanche to Generate More Accurate Insights
  • Capitalising on the data flowing from IoT devices, wearables and sensors whilst balancing data privacy concerns of policyholders and the community
  • Integrating alternate data sources from weather, thermography, demographic, water exposure, satellite imagery and more with existing data
08:30 - 09:00
Delivering More with Less: Using Data Insights to Dramatically Reduce Claims Costs
  • The vast majority of premium income is spent on claims. Discover the strategies and technologies able to reduce claims costs for an immediate impact on your bottom line
  • Listen to practical examples of how insurers are using their data capabilities to drive costs out of claims and enhance productivity and accuracy in claims handling
08:30 - 09:00
Magnifying Efficiencies: Automation and Robotics in Claims Management
08:30 - 09:00
Drive Efficiency to Positively Impact your Bottom Line by Automating the Claims Process
  • Listen to the people who have adopted automation and robotics into their claims process and what have been their results and challenges
  • Discover how to cost-effectively automate non-value add work to gain speed, accuracy and customer satisfaction
  • Listen to key technologies that are enabling a fully automated claims registration process, including reading and analysing non-traditional data
08:30 - 09:00
Meet your Customer’s Expectations with Automated and Customer-Centric Insurance Claims
  • Achieve the right balance between automation and human interaction with accurate data insights
  • Process simple claims through cognitive intelligence assessing damage, running estimates and fraud analysis before completion of claim and automated customer communications
08:30 - 09:00
Uncover the Road for Machine Learning
  • Insurers are struggling to deliver efficiency and accuracy on claims management and machine learning will provide the consistency to reduce human error and improve customer satisfaction
  • Do an Immediate assessment of which processes are eligible for automation and where machine learning will have a bigger impact
  • Preparing for operationalization: get an analytical view of the different technologies building the foundation for your machine learning program, such as analytics engine or predictive analytics
08:30 - 09:00
Use AI and Robotics to Provide Customers a Streamlined and Self-Service Claims
  • Enable customers to become involved in quicker resolution of claims through self-service. Use customer data such as images and video of damages to remove the need for claims inspection
  • Make it easy for your customers to claim immediately, and begin serving and assisting customers from the beginning
08:30 - 09:00
Connected Supply Chain for an Absolute Effortless Customer Experience
08:30 - 09:00
Connecting the Dots: Transparent and Customer-Centric Claims Process
  • Enable data to be shared amongst different parts to gain speed, reduce costs and customer touch points Use customer insights to match service providers to individual policyholder preferences (location, amenities, hours of operation, skills, specialties, etc.) for better customer experienc
08:30 - 09:00
Working Together to Master the Digital Advantage in Transforming Customer Experience
  • Control rising costs and improve overall customer experience with data insights from your supply chain partners
  • Different suppliers, one brand! Embed your company’s values and service principles on your supply chain partners for a consistent customer experience
  • With an increasing number of partners working in insurance supply chain, it is a challenge for claims executives to take full ownership over your customers’ experience. Establish processes and KPIs that allow full accountability over the entire claims process
08:30 - 09:00
Building Collaboration: Customer Insights from the Supply Chain
  • How can your supplier help you to improve customer satisfaction? Listen to different business models of how to successfully integrate your supply chain
  • Discover the main pain points for a connected supply chain and to improve speed to market when launching new applications
08:30 - 09:00
Technology in Action: Where and How Technology is Impacting Claims Right Now!
08:30 - 09:00
Keynote: How is Technology Enabling and Driving Claims Innovation?
  • Automation, robotics chatbots, blockchain, new data, drones, sensors and more: what technology is making waves in claims?
  • Listen to the practical cases of where these technologies are being applied and what have been the results, challenges and benefits
08:30 - 09:00
Bridging the Gap Between Technology and Insurance Culture
  • The role of claims executives in insurance is changing – as the industry becomes the guardian of vast amounts of data and risk knowledge, claims executives are having to use technology to engage with customers, reduce costs and streamline process
  • Collaborate with start-up might be the fastest way for insurance innovation! In this very dynamic session, you will hear from start-ups and insurers the key challenges for collaboration and what is the road to overcome these issues and deliver real solutions to your business
08:30 - 09:00
The Age of Machines Arrived! Ensure Your Team Has the Right Profile and Skills for The Claims Handlers of Tomorrow
  • Automation will have a huge impact on your workforce and on your human capital strategy. Get your workforce on board by building human-automation combinations that are more efficient, effective and impactful
  • Collaborate with HR to train and reward right behaviours and drive the necessary cultural change to embed speed and flexibility into your business
Practical Workshops

Delegates will break into smaller, interactive groups based on interest. In the last session of the event, choose Workshop A or B and make sure your questions are answered before you leave the conference.

IoT and Connected Technologies – The Key Driver for Customer Engagement
  • Discover the practical cases of how insurers are using connected technologies to avoid fraud and improve customer satisfaction.
  • From additional services, such as location and time-based services, roadside or emergency assistance, vehicle health and maintenance reminders, and automated claim reporting, listen to how this technology will help you reduce costs and boost loyalty
Chatbots – The Future of Customer Interaction
  • Automate repetitive communication functions without increasing company’s overhead with unique tailored discussions with your customers
  • The holy grail of claims automation! Help users to register the first notice of loss, schedule the survey appointment for the evaluator, provide loss prevention recommendations, arrange emergency assistance during accidents, and offer pre as well as post disaster assistance
Opening Keynote:
08:30 - 09:00
Reinventing the Insurance Experience: Connecting Claims with Internal and External Stakeholders
  • Led by other digitally disrupted industries, Customer’s expectations are high and rising. Claims is the ultimate moment of truth and presents a unique opportunity to reinvent the insurance experience and build loyalty and trust
  • Deliver the future of insurance claims: Transform people’s mindset, integrate data and overcome legacy systems Build competitive advantage by making claims part of the product development and innovation side of the busines
08:30 - 09:00
Interactive Polling Session: What Do Customers Really Want?
  • What is the most important thing to an insurance customer?
  • How often your team directly interact with your customer?
  • How are you measuring customer satisfaction?
  • Are you happy with the customer experience your organization provides?
The Moment of Truth: Deliver Customer-Centric and Seamless Insurance Claims
08:30 - 09:00
Exceed the High Expectations of the Digitally Empowered Customer: Highly- Personalised and Multiconnected Engagement
  • Understand who is your customer (end-consumer, broker, SMEs, etc) and what they expect from you to successfully build your transformation plan
  • Discover what and how to learn from start-ups as they redesign the claims process from the first notice of loss to payment
  • Gain internal support by connecting business metrics with customer-centric KPIs and ensure maximum ROI
08:30 - 09:00
What Customers Really Want is Choice! Build the Ultimate Omnichannel Experience
  • Digitise the claims process and integrate data to deliver a consistent and efficient omnichannel experience
  • Successfully manage your customer’s expectations with automated updates to improve customer’s satisfaction and reduce overall contact points
  • Provide choices and not restrictions. Build the digital capabilities that enable your customers to decide the channel they want to use and don’t dictate a “one size fits all” customer journey
08:30 - 09:00
Go Beyond Automation and Build Business Flexibility to be Successful in a Constantly Changing Business Landscape
  • View claims through the lens of the customer experience. Make sure you have the right systems and process that allow you to deliver business flexibility.
  • Overcome the siloed insurance industry structure through robotics and deliver unified KPIs and dashboards
08:30 - 09:00
Panel Discussion: Translating Customer Insights into Practical Actions
  • Learn what specific profiles and skills you must attract and develop in your team to build the right competencies to transform customer data into practical improvements
  • Go back to the drawing board! Rebuild claims internal process putting your customer’s needs at the centre of your business
08:30 - 09:00
Ensure Great Customer Satisfaction Even When Your Customer has Their Claims Rejected
  • Successfully manage your customer’s expectations, even on a negative environment with accurate and transparent interactions
  • What else should we be doing? Listen to different alternatives provided to insurance customers when their claims were rejected and how to turn this negative episode into an opportunity
Round Tables: Customer Experience

Facilitated by an industry leader, delegates will break into groups based on their primary lines of insurance operations e.g. auto, home, complex commercial, health and life to discuss the key challenges and trends influencing the industry

Connected Claims for a Connected Home
Connected Claims in Health and Life Insurance
Connected Claims for Corporate and Re-Insurers
The Age of Analytics: Competing in a Data-Driven World
08:30 - 09:00
Building A Strong Data Foundation: The Bedrock of Claims Success
  • Overcome the data challenges many insurance carriers face such as legacy systems, fragmented data storage, inconsistent data, siloed departments and more
  • Develop a consistent, streamlined system for data collection to capture the most valuable data for claims and for other functions across the organization
  • GDPR is coming and it is changing the boundaries of data usage. Understand how these changes will impact your data strategy and how to work with these new data constraints
08:30 - 09:00
Make Digital Strategy a Reality in Insurance: Data Visualization Tools to Assist Claims Staff
  • Empower your employees by developing a data management platform that is user friendly and meets the needs of claims handlers, removing the need for additional administrative tasks
  • Assess the key data fields required for all teams and collect them all at once and share the data set with relevant staff throughout the whole process
08:30 - 09:00
Maximize the Data Avalanche to Generate More Accurate Insights
  • Capitalising on the data flowing from IoT devices, wearables and sensors whilst balancing data privacy concerns of policyholders and the community
  • Integrating alternate data sources from weather, thermography, demographic, water exposure, satellite imagery and more with existing data
08:30 - 09:00
Delivering More with Less: Using Data Insights to Dramatically Reduce Claims Costs
  • The vast majority of premium income is spent on claims. Discover the strategies and technologies able to reduce claims costs for an immediate impact on your bottom line
  • Listen to practical examples of how insurers are using their data capabilities to drive costs out of claims and enhance productivity and accuracy in claims handling

Register Now

Save up-to £200 with our Last Chance discount. Expires in 6 days

08:30 - 09:00
Magnifying Efficiencies: Automation and Robotics in Claims Management
08:30 - 09:00
Drive Efficiency to Positively Impact your Bottom Line by Automating the Claims Process
  • Listen to the people who have adopted automation and robotics into their claims process and what have been their results and challenges
  • Discover how to cost-effectively automate non-value add work to gain speed, accuracy and customer satisfaction
  • Listen to key technologies that are enabling a fully automated claims registration process, including reading and analysing non-traditional data
08:30 - 09:00
Meet your Customer’s Expectations with Automated and Customer-Centric Insurance Claims
  • Achieve the right balance between automation and human interaction with accurate data insights
  • Process simple claims through cognitive intelligence assessing damage, running estimates and fraud analysis before completion of claim and automated customer communications
08:30 - 09:00
Uncover the Road for Machine Learning
  • Insurers are struggling to deliver efficiency and accuracy on claims management and machine learning will provide the consistency to reduce human error and improve customer satisfaction
  • Do an Immediate assessment of which processes are eligible for automation and where machine learning will have a bigger impact
  • Preparing for operationalization: get an analytical view of the different technologies building the foundation for your machine learning program, such as analytics engine or predictive analytics
08:30 - 09:00
Use AI and Robotics to Provide Customers a Streamlined and Self-Service Claims
  • Enable customers to become involved in quicker resolution of claims through self-service. Use customer data such as images and video of damages to remove the need for claims inspection
  • Make it easy for your customers to claim immediately, and begin serving and assisting customers from the beginning
08:30 - 09:00
Connected Supply Chain for an Absolute Effortless Customer Experience
08:30 - 09:00
Connecting the Dots: Transparent and Customer-Centric Claims Process
  • Enable data to be shared amongst different parts to gain speed, reduce costs and customer touch points Use customer insights to match service providers to individual policyholder preferences (location, amenities, hours of operation, skills, specialties, etc.) for better customer experienc
08:30 - 09:00
Working Together to Master the Digital Advantage in Transforming Customer Experience
  • Control rising costs and improve overall customer experience with data insights from your supply chain partners
  • Different suppliers, one brand! Embed your company’s values and service principles on your supply chain partners for a consistent customer experience
  • With an increasing number of partners working in insurance supply chain, it is a challenge for claims executives to take full ownership over your customers’ experience. Establish processes and KPIs that allow full accountability over the entire claims process
08:30 - 09:00
Building Collaboration: Customer Insights from the Supply Chain
  • How can your supplier help you to improve customer satisfaction? Listen to different business models of how to successfully integrate your supply chain
  • Discover the main pain points for a connected supply chain and to improve speed to market when launching new applications
08:30 - 09:00
Technology in Action: Where and How Technology is Impacting Claims Right Now!
08:30 - 09:00
Keynote: How is Technology Enabling and Driving Claims Innovation?
  • Automation, robotics chatbots, blockchain, new data, drones, sensors and more: what technology is making waves in claims?
  • Listen to the practical cases of where these technologies are being applied and what have been the results, challenges and benefits
08:30 - 09:00
Bridging the Gap Between Technology and Insurance Culture
  • The role of claims executives in insurance is changing – as the industry becomes the guardian of vast amounts of data and risk knowledge, claims executives are having to use technology to engage with customers, reduce costs and streamline process
  • Collaborate with start-up might be the fastest way for insurance innovation! In this very dynamic session, you will hear from start-ups and insurers the key challenges for collaboration and what is the road to overcome these issues and deliver real solutions to your business
08:30 - 09:00
The Age of Machines Arrived! Ensure Your Team Has the Right Profile and Skills for The Claims Handlers of Tomorrow
  • Automation will have a huge impact on your workforce and on your human capital strategy. Get your workforce on board by building human-automation combinations that are more efficient, effective and impactful
  • Collaborate with HR to train and reward right behaviours and drive the necessary cultural change to embed speed and flexibility into your business
Practical Workshops

Delegates will break into smaller, interactive groups based on interest. In the last session of the event, choose Workshop A or B and make sure your questions are answered before you leave the conference.

IoT and Connected Technologies – The Key Driver for Customer Engagement
  • Discover the practical cases of how insurers are using connected technologies to avoid fraud and improve customer satisfaction.
  • From additional services, such as location and time-based services, roadside or emergency assistance, vehicle health and maintenance reminders, and automated claim reporting, listen to how this technology will help you reduce costs and boost loyalty
Chatbots – The Future of Customer Interaction
  • Automate repetitive communication functions without increasing company’s overhead with unique tailored discussions with your customers
  • The holy grail of claims automation! Help users to register the first notice of loss, schedule the survey appointment for the evaluator, provide loss prevention recommendations, arrange emergency assistance during accidents, and offer pre as well as post disaster assistance

Don't miss out - register now

Only 6 days left to Save up-to £200 with our Last Chance discount. Don't miss out!