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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
07:30 - 09:00
Registration Opens
09:00 - 09:05
Mariana Dumont, opening remarks
09:05 - 09:10
Chair Opening Remarks
09:10 - 09:20
Interactive Polling Session

Digital Risk Services Craig Polley Director Digital Risk Services

Opening Keynote:
09:20 - 09:40
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 business

Zurich Saad Mered Group Chief Claims Officer Zurich

The Moment of Truth: Deliver Customer-Centric and Seamless Insurance Claims
09:40 - 10:00
Capturing Value from Claims Analytics
  • 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

AXA Direct Alexander Schmidt Global Chief Claims Officer AXA Direct

10:00 - 10:20
The Future of Claims - An Industry Ripe for Disruption
  • The nature of insurance is changing and forward-thinking carriers are trying to adapt to a new era of automation, robotics, data analytics, IoT and Blockchain. But what does this mean for claims?
  • Envisage the technology and innovation trends that will reshape how claims operates

Assisto Vincent Castus Co-Founder Assisto

10:20 - 10:50
Join Q&A: Chief Claims Officer Panel discussion - Reimagining a Customer-Centric Claims Cycle

Zurich Saad Mered Group Chief Claims Officer Zurich

AXA Direct Alexander Schmidt Global Chief Claims Officer AXA Direct

Assisto Vincent Castus Co-Founder Assisto

Moderator: Clyde & Co Nigel Brook Partner Clyde & Co

10:50 - 11:30
Coffee Break & Networking
SPONSORED BY CONTROL EXPERT
10:50 - 11:00
Live Demo on Exhibition Floor - Van Ameyde
The Age of Analytics: Competing in a Data-Driven World
11:30 - 11:50
Bridging the Gap Between Technology and Insurance Culture
  • Why Insurtechs are not just a trend, but a revolution? As 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
  • Discover the technology vision for claims: digitalize the claims process and apply cutting-edge technologies to optimise claims
  • Overcome the technology gap in claims: learn how to design your network canvas with service providers, collaboration models and partnerships

Munich Re Dr Eberhard Witthoff Head of Claims Munich Re

11:50 - 12:10
Staying Competitive in a Fast-Changing World – Understanding Exposure & Risk from Space
  • Learn from use cases how machine learning and AI are enabling a more effective use of information, allowing insurance carriers to make critical decisions faster, saving time and resources
  • Get key insights on the geospatial sector and how this technology can dramatically change your claims processing

Digital Globe Alex Gow Solutions Engineer – EMEAR Digital Globe

12:10 - 12:30
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 experience

Audatex UKSA David Shepherd Regional Managing Director Audatex UKSA

12:30 - 13:00
Joint Q&A - Building the Foundation for Customer-Centric and Data-Driven Claims

Digital Risk Services Dr Eberhard Witthoff Head of Claims North America, Asia Pacific, Global Clients Munich Re

Audatex UKSA David Shepherd Regional Managing Director Audatex UKSA

Digital Globe Alex Gow Solutions Engineer – EMEAR Digital Globe

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

13:00 - 14:30
Lunch and Network
(VIP lunch with Audatex)
14:30 - 14:40
Interactive Polling Session

Digital Risk Services Craig Polley Director Digital Risk Services

Claims Innovation
14:40 - 15:00
Lemonade Case Study – Customer Focused Innovation Combining Technology and Insurance
  • Create a whole new customer experience with an innovative business models. Listen how Lemonade is using P2P insurance to eliminate the inherent conflict of interests between insurance carriers and claims
  • Explore the three biggest obstacles to overcome to be successful and find out why regulators should embrace Insurtech

Lemonade Insurance Ty Sagalow Founding Member Lemonade Insurance

15:00 - 15:20
Achieve an Innovation Mindset Within Your Organization
  • Build a culture of innovation from within driving operational performance
  • Achieve an engaged employee team that creates change from within
  • Focus alignment on your organizational goals

Ingenin Manjit Rana CEO Ingenin

15:20 - 15:40
Intelligent Claims Automation
  • Listen to how IBM are improving client experience with established organisations to transform client engagement, understanding and enhance consumer engagement through intelligent automation and decision making.
  • How to train and improve business automation workflow with enriched data to enhance the claims experience for clients and significantly reduce complexity and cost for Insurers.

IBM Mike Hobday Vice President, UKI Cognitive Process Transformation Practice Leader IBM

15:40 - 16:10
Joint Q&A – Claims Innovation

Lemonade Insurance Ty Sagalow Founding Member Lemonade Insurance

Ingenin Manjit Rana CEO Ingenin

IBM Mike Hobday Vice President, UKI Cognitive Process Transformation Practice Leader IBM

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

The Claims Handler of the Future
16:10 - 16:40
Coffee Break
SPONSORED BY CONTROL EXPERT
16:40 - 17:00
Changing the Insurance Game – Insure a Thing
  • Establish a company culture that embraces fairness and transparency with employees and customers
  • Rethinking Claims: Building an insurance product that makes money with claims instead of losing it
  • Educate to Evangelise: Helping your customers to become evangelists of your brand for the right reasons

Insure a Thing Jens Hartwig CPO & Co-Founder Insure a Thing

17:00 - 17:20
The Claims Revolution Has Started! Ensure Your Team Has the Right Profile and Skills for The Claims Handlers of Tomorrow
  • If you could build your claims team from scratch today, what profile and skills would you be looking for?
  • Collaborate with HR to train and reward right behaviours and drive the necessary cultural change to embed speed and flexibility into your business

Flint Hyde Gareth Eggle Head of Insurance Flint Hyde

VIP Evening Function With IBM
Invitations Only

Mike Hobday (VP Cognitive Process Transformation at IBM) and Phil Hingley (IBM UKI Insurance Solutions Leader) will further explore, via informal conversation over drinks, the changes being driven through Intelligent Robotics and how Augmentation & Automation changes everything.

17:20 - 17:40
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 for the future
  • Go back to the drawing board! Rebuild claims internal process putting your customer’s needs at the centre of your business

Aon Benfield Leonora Siccardi Head of Claims and Clients Services Aon Benfield

VIP Evening Function With IBM (Continued…)
Invitations Only

Mike Hobday (VP Cognitive Process Transformation at IBM) and Phil Hingley (IBM UKI Insurance Solutions Leader) will further explore, via informal conversation over drinks, the changes being driven through Intelligent Robotics and how Augmentation & Automation changes everything.

17:40 - 18:10
Joint Q&A – The Claims Handler of the Future

Berkshire Hathaway Specialty Insurance Andrew Walker Head of Claims, UK and Southern Europe Berkshire Hathaway Specialty Insurance

Aon Benfield Leonora Siccardi Head of Claims and Clients Services Aon Benfield

Achmea Martin Kroos Head of Claims Achmea

Moderator: Flint Hyde Gareth Eggle Head of Insurance Flint Hyde

VIP Evening Function With IBM (Continued…)
Invitations Only

Mike Hobday (VP Cognitive Process Transformation at IBM) and Phil Hingley (IBM UKI Insurance Solutions Leader) will further explore, via informal conversation over drinks, the changes being driven through Intelligent Robotics and how Augmentation & Automation changes everything.

18:10
End of Day 1 and Networking Drinks
08:00 - 09:00
NETWORKING COFFEE
SPONSORED BY CONTROL EXPERT
09:00 - 09:05
Chair Opening Remarks

Digital Risk Services Craig Polley Director Digital Risk Services

09:05 - 09:10
Interactive Polling Session

Digital Risk Services Craig Polley Director Digital Risk Services

09:10 - 09:30
Evolving Claims Processing – The Case Study of Motor Insurance
  • Identify the key challenges in the motor claims experience and discover how new trends are affecting the insurance business and the customer experience
  • Listen to how Generali is using technology to quickly adapt to a fast-evolving market and how claims can evolve into a new role in the insurance business

Generali Mario Ricco Global Chief Claims Officer Generali

09:30 - 09:50
Claims Automation – Driving Efficiency to Positively Impact your Bottom Line
  • Discover how If P&C have adopted automation their claims process, including their results and the challenges they have faced
  • Get key insights on how to cost-effectively automate non-value add work to gain speed, accuracy and customer satisfaction
  • 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

If P&C Insurance Klaus Vogel Senior Vice President Claims If P&C Insurance

09:50 - 10:10
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

psHealth Jason Sims Product Manager psHealth

10:10 - 10:40
Join Q&A: Claims Automation

Generali Mario Ricco Global Chief Claims Officer Generali

If P&C Insurance Klaus Vogel Senior Vice President Claims If P&C Insurance

psHealth Jason Sims Product Manager psHealth

Logical Glue Robert De Caux Chief Product Officer Logical Glue

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

10:40 - 11:10
Coffee Break & Networking
SPONSORED BY CONTROL EXPERT
11:10 - 11:30
Meet your Customer’s Expectations with Automated and Customer-Centric Insurance Claims
  • Understand the number of claims, handling time and the different parts working together to improve customer experience in Achmea
  • Learn how to take an omnichannel approach to claims, giving the customers the option to use digital portals such as apps, website, e-mail and even WhatsApp.
  • Discover the road to operationalise these channels, the challenges (for example automated fraud prevention and detection) and the plan for the next two years
  • Build the right balance between automation and human interaction in the claim handling of today and prepare your operations to achieve the right balance for in the years 2018 – 2020

Achmea Martin Kroos Head of Claims Achmea

11:30 - 11:50
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

MS Amlin Travis Bowles Global Head of Property & Casualty Claims MS Amlin

11:50 - 12:10
Building the Claims Process of the Future
  • A view into the world of the future claims process
  • AI based machine learning

Control€xpert Nicolas Witte Global CEO Control€xpert

12:10 - 13:30
Lunch and Network
13:30 - 14:00
Interactive Insurance Lines of Business Roundtables:

Delegates will break into groups based on their primary lines of insurance operations to discuss the key challenges facing the industry, share experiences and debate the best strategies for the future.

14:00 - 14:20
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

WPA Insurance Mike Downing CTO WPA Insurance

14:20 - 15:00
Join Q&A: Claims Automation
  • points

Achmea Martin Kroos Head of Claims Achmea

MS Amlin Travis Bowles Global Head of Property & Casualty Claims MS Amlin

Control€xpert Nicolas Witte Global CEO Control€xpert

WPA Insurance Mike Downing CTO WPA Insurance

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

15:00 - 15:20
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

SPIXII Alberto Chierici Co-Founder & Chief Product Officer SPIXII

15:20 - 15:30
Chairman’s Closing Remarks
15:30 - 16:00
Networking Coffee Break & End of the Conference
SPONSORED BY CONTROL EXPERT
07:30 - 09:00
Registration Opens
09:00 - 09:05
Mariana Dumont, opening remarks
09:05 - 09:10
Chair Opening Remarks
09:10 - 09:20
Interactive Polling Session

Digital Risk Services Craig Polley Director Digital Risk Services

Opening Keynote:
09:20 - 09:40
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 business

Zurich Saad Mered Group Chief Claims Officer Zurich

The Moment of Truth: Deliver Customer-Centric and Seamless Insurance Claims
09:40 - 10:00
Capturing Value from Claims Analytics
  • 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

AXA Direct Alexander Schmidt Global Chief Claims Officer AXA Direct

10:00 - 10:20
The Future of Claims - An Industry Ripe for Disruption
  • The nature of insurance is changing and forward-thinking carriers are trying to adapt to a new era of automation, robotics, data analytics, IoT and Blockchain. But what does this mean for claims?
  • Envisage the technology and innovation trends that will reshape how claims operates

Assisto Vincent Castus Co-Founder Assisto

10:20 - 10:50
Join Q&A: Chief Claims Officer Panel discussion - Reimagining a Customer-Centric Claims Cycle

Zurich Saad Mered Group Chief Claims Officer Zurich

AXA Direct Alexander Schmidt Global Chief Claims Officer AXA Direct

Assisto Vincent Castus Co-Founder Assisto

Moderator: Clyde & Co Nigel Brook Partner Clyde & Co

10:50 - 11:30
Coffee Break & Networking
SPONSORED BY CONTROL EXPERT
10:50 - 11:00
Live Demo on Exhibition Floor - Van Ameyde
The Age of Analytics: Competing in a Data-Driven World
11:30 - 11:50
Bridging the Gap Between Technology and Insurance Culture
  • Why Insurtechs are not just a trend, but a revolution? As 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
  • Discover the technology vision for claims: digitalize the claims process and apply cutting-edge technologies to optimise claims
  • Overcome the technology gap in claims: learn how to design your network canvas with service providers, collaboration models and partnerships

Munich Re Dr Eberhard Witthoff Head of Claims Munich Re

11:50 - 12:10
Staying Competitive in a Fast-Changing World – Understanding Exposure & Risk from Space
  • Learn from use cases how machine learning and AI are enabling a more effective use of information, allowing insurance carriers to make critical decisions faster, saving time and resources
  • Get key insights on the geospatial sector and how this technology can dramatically change your claims processing

Digital Globe Alex Gow Solutions Engineer – EMEAR Digital Globe

12:10 - 12:30
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 experience

Audatex UKSA David Shepherd Regional Managing Director Audatex UKSA

12:30 - 13:00
Joint Q&A - Building the Foundation for Customer-Centric and Data-Driven Claims

Digital Risk Services Dr Eberhard Witthoff Head of Claims North America, Asia Pacific, Global Clients Munich Re

Audatex UKSA David Shepherd Regional Managing Director Audatex UKSA

Digital Globe Alex Gow Solutions Engineer – EMEAR Digital Globe

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

13:00 - 14:30
Lunch and Network
(VIP lunch with Audatex)
14:30 - 14:40
Interactive Polling Session

Digital Risk Services Craig Polley Director Digital Risk Services

Claims Innovation
14:40 - 15:00
Lemonade Case Study – Customer Focused Innovation Combining Technology and Insurance
  • Create a whole new customer experience with an innovative business models. Listen how Lemonade is using P2P insurance to eliminate the inherent conflict of interests between insurance carriers and claims
  • Explore the three biggest obstacles to overcome to be successful and find out why regulators should embrace Insurtech

Lemonade Insurance Ty Sagalow Founding Member Lemonade Insurance

15:00 - 15:20
Achieve an Innovation Mindset Within Your Organization
  • Build a culture of innovation from within driving operational performance
  • Achieve an engaged employee team that creates change from within
  • Focus alignment on your organizational goals

Ingenin Manjit Rana CEO Ingenin

15:20 - 15:40
Intelligent Claims Automation
  • Listen to how IBM are improving client experience with established organisations to transform client engagement, understanding and enhance consumer engagement through intelligent automation and decision making.
  • How to train and improve business automation workflow with enriched data to enhance the claims experience for clients and significantly reduce complexity and cost for Insurers.

IBM Mike Hobday Vice President, UKI Cognitive Process Transformation Practice Leader IBM

15:40 - 16:10
Joint Q&A – Claims Innovation

Lemonade Insurance Ty Sagalow Founding Member Lemonade Insurance

Ingenin Manjit Rana CEO Ingenin

IBM Mike Hobday Vice President, UKI Cognitive Process Transformation Practice Leader IBM

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

The Claims Handler of the Future
16:10 - 16:40
Coffee Break
SPONSORED BY CONTROL EXPERT
16:40 - 17:00
Changing the Insurance Game – Insure a Thing
  • Establish a company culture that embraces fairness and transparency with employees and customers
  • Rethinking Claims: Building an insurance product that makes money with claims instead of losing it
  • Educate to Evangelise: Helping your customers to become evangelists of your brand for the right reasons

Insure a Thing Jens Hartwig CPO & Co-Founder Insure a Thing

17:00 - 17:20
The Claims Revolution Has Started! Ensure Your Team Has the Right Profile and Skills for The Claims Handlers of Tomorrow
  • If you could build your claims team from scratch today, what profile and skills would you be looking for?
  • Collaborate with HR to train and reward right behaviours and drive the necessary cultural change to embed speed and flexibility into your business

Flint Hyde Gareth Eggle Head of Insurance Flint Hyde

VIP Evening Function With IBM
Invitations Only

Mike Hobday (VP Cognitive Process Transformation at IBM) and Phil Hingley (IBM UKI Insurance Solutions Leader) will further explore, via informal conversation over drinks, the changes being driven through Intelligent Robotics and how Augmentation & Automation changes everything.

17:20 - 17:40
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 for the future
  • Go back to the drawing board! Rebuild claims internal process putting your customer’s needs at the centre of your business

Aon Benfield Leonora Siccardi Head of Claims and Clients Services Aon Benfield

VIP Evening Function With IBM (Continued…)
Invitations Only

Mike Hobday (VP Cognitive Process Transformation at IBM) and Phil Hingley (IBM UKI Insurance Solutions Leader) will further explore, via informal conversation over drinks, the changes being driven through Intelligent Robotics and how Augmentation & Automation changes everything.

17:40 - 18:10
Joint Q&A – The Claims Handler of the Future

Berkshire Hathaway Specialty Insurance Andrew Walker Head of Claims, UK and Southern Europe Berkshire Hathaway Specialty Insurance

Aon Benfield Leonora Siccardi Head of Claims and Clients Services Aon Benfield

Achmea Martin Kroos Head of Claims Achmea

Moderator: Flint Hyde Gareth Eggle Head of Insurance Flint Hyde

VIP Evening Function With IBM (Continued…)
Invitations Only

Mike Hobday (VP Cognitive Process Transformation at IBM) and Phil Hingley (IBM UKI Insurance Solutions Leader) will further explore, via informal conversation over drinks, the changes being driven through Intelligent Robotics and how Augmentation & Automation changes everything.

18:10
End of Day 1 and Networking Drinks

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

08:00 - 09:00
NETWORKING COFFEE
SPONSORED BY CONTROL EXPERT
09:00 - 09:05
Chair Opening Remarks

Digital Risk Services Craig Polley Director Digital Risk Services

09:05 - 09:10
Interactive Polling Session

Digital Risk Services Craig Polley Director Digital Risk Services

09:10 - 09:30
Evolving Claims Processing – The Case Study of Motor Insurance
  • Identify the key challenges in the motor claims experience and discover how new trends are affecting the insurance business and the customer experience
  • Listen to how Generali is using technology to quickly adapt to a fast-evolving market and how claims can evolve into a new role in the insurance business

Generali Mario Ricco Global Chief Claims Officer Generali

09:30 - 09:50
Claims Automation – Driving Efficiency to Positively Impact your Bottom Line
  • Discover how If P&C have adopted automation their claims process, including their results and the challenges they have faced
  • Get key insights on how to cost-effectively automate non-value add work to gain speed, accuracy and customer satisfaction
  • 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

If P&C Insurance Klaus Vogel Senior Vice President Claims If P&C Insurance

09:50 - 10:10
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

psHealth Jason Sims Product Manager psHealth

10:10 - 10:40
Join Q&A: Claims Automation

Generali Mario Ricco Global Chief Claims Officer Generali

If P&C Insurance Klaus Vogel Senior Vice President Claims If P&C Insurance

psHealth Jason Sims Product Manager psHealth

Logical Glue Robert De Caux Chief Product Officer Logical Glue

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

10:40 - 11:10
Coffee Break & Networking
SPONSORED BY CONTROL EXPERT
11:10 - 11:30
Meet your Customer’s Expectations with Automated and Customer-Centric Insurance Claims
  • Understand the number of claims, handling time and the different parts working together to improve customer experience in Achmea
  • Learn how to take an omnichannel approach to claims, giving the customers the option to use digital portals such as apps, website, e-mail and even WhatsApp.
  • Discover the road to operationalise these channels, the challenges (for example automated fraud prevention and detection) and the plan for the next two years
  • Build the right balance between automation and human interaction in the claim handling of today and prepare your operations to achieve the right balance for in the years 2018 – 2020

Achmea Martin Kroos Head of Claims Achmea

11:30 - 11:50
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

MS Amlin Travis Bowles Global Head of Property & Casualty Claims MS Amlin

11:50 - 12:10
Building the Claims Process of the Future
  • A view into the world of the future claims process
  • AI based machine learning

Control€xpert Nicolas Witte Global CEO Control€xpert

12:10 - 13:30
Lunch and Network
13:30 - 14:00
Interactive Insurance Lines of Business Roundtables:

Delegates will break into groups based on their primary lines of insurance operations to discuss the key challenges facing the industry, share experiences and debate the best strategies for the future.

14:00 - 14:20
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

WPA Insurance Mike Downing CTO WPA Insurance

14:20 - 15:00
Join Q&A: Claims Automation
  • points

Achmea Martin Kroos Head of Claims Achmea

MS Amlin Travis Bowles Global Head of Property & Casualty Claims MS Amlin

Control€xpert Nicolas Witte Global CEO Control€xpert

WPA Insurance Mike Downing CTO WPA Insurance

Moderator: JEL Consulting Claims & Supply Chain Consultancy Eddie Longworth Director JEL Consulting Claims & Supply Chain Consultancy

15:00 - 15:20
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

SPIXII Alberto Chierici Co-Founder & Chief Product Officer SPIXII

15:20 - 15:30
Chairman’s Closing Remarks
15:30 - 16:00
Networking Coffee Break & End of the Conference
SPONSORED BY CONTROL EXPERT

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription