Your web browser is out of date! We recommend you update your browser to receive the best possible browsing experience.
Download your Brochure
Reserve your place

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
7:00am-8:00am
Registration and Welcome Coffee
Riding the Wave of Claims Transformation
8:00am-8:05am
Welcome and Introductory Remarks

Insurance Nexus Emma Sheard Head of Strategy Insurance Nexus

8:05am-8:10am
Chairman’s Opening Remarks

Insurance Solutions Group Stephen Applebaum Managing Partner Insurance Solutions Group

8:10am-8:40am
Full Speed Ahead: Exceeding Customer Expectations in a Digitally-Enabled World
  • Leveraging technology to help restore customers’ lives as quickly as possible after a loss
  • Moving at the speed of a start-up: fast execution with a strong focus on continuous improvement
  • Shifting mindsets: leadership strategies to drive engagement during digital transformation

Allstate Insurance Ken Rosen Executive Vice President & Chief Claims Officer Allstate Insurance

8:40am-9:00am
Claims Automation: The New Avenue to Contain Costs, Improve Satisfaction and Support Growth
  • Explore the evolution of the automation landscape from workflow to cognitive automation, unlocking opportunities to relieve pressure on claims executives
  • Apply automation across the claims department to solve business challenges, through improvements in productivity, claims outcomes, and customer satisfaction
  • Develop a plan to begin implementing automation, and get insight and lessons learned to maximize the impact of implementation

EY Chris Raimondo Principal EY

9:00am-9:20am
The Vision and Strategy Driving Claims into the Future
  • Leveraging technology to accelerate the delivery of new products and services to provide an enhanced customer experience
  • Reimagining pain points across the customer lifecycle, such as transforming roadside assistance to a rideshare-like, on-demand service
  • The new data sources revealing opportunities across claims, from customer-submitted photo and video data to aerial imagery from drones

Farmers Insurance Keith Daly Executive Vice President & Chief Claims Officer Farmers Insurance

9:20am-9:50am
Panel Discussion: Realizing the Connected, Customer-Centric Future of Claims
  • Meeting the rising customer expectations of service, set by innovative and digitally-driven industries: how can insurance carriers compete at this level?
  • The holy grail of claims, automation: moving towards greater efficiency across the claims lifecycle
  • The technologies, trends and transformation agendas keeping us up at night: where should claims executives be focusing?

EY Chris Raimondo Principal EY

Farmers Insurance Keith Daly Executive Vice President & Chief Claims Officer Farmers Insurance

Expert Systems Daniel Mayer Chief Executive Officer Expert Systems

Snapsheet Andy Cohen Chief Operating Officer Snapsheet

09:50am-10:30am
Presentation and Interactive Q&A

EXL Services Arnab Dey SVP, Head P&C Insurance and Chief Strategy Officer EXL Services

10:30am-11:00am
Morning Coffee Break
Innovation and Change Strategies to Stay Ahead Amidst Rapid Change
11.00am-11:20am
How Insurance Can Offer Additional Claims Value Using Connected Devices
  • Pushing the scale of insurer influence: whilst currently short of being a full solution, how can carriers offer augmented monitoring for additional services i.e. water use monitoring
  • Explore the opportunity and value in providing personalized maintenance recommendations, using industry and IOT data to anticipate a system failure
  • Opportunities to assist customers, such as informing those undertaking home improvements with claims data that can estimate project time and cost when engaging a contractor
  • Invite the disrupters to be on the team: how carriers can partner with startups effectively to realize innovation goals

Travelers BJ Treese Managing Director for Emerging Property Products Travelers

11:20am-11:40am
A Real-Life Case Study in Claims Innovation: Platforms, Ecosystems, On-Demand Workforces, and AI
  • Strategies to both integrate innovation throughout claims whilst building an embedded culture of innovation and accountability, such as utilizing experiment driven development (EDD)
  • Focusing innovation on the biggest customer pain points to drastically improve experience, such as transforming roadside assistance to ensure customers feel supported in their moment of need
  • How insurance can meet customer expectations of outstanding service set by other industries, considering their full set of needs throughout the claims lifecycle

HONK Technologies Corey Brundage Chief Executive Officer and Co-Founder HONK Technologies

11:40am-12.00pm
Introducing the Claims Adjuster of Tomorrow – A Superintendent Augmented with Tools and New Insights
  • Adjusters of the future need strong critical thinking skills to interpret dashboards and insights provided by connected devices: How can adjusters use these to deliver hyper personalized service?
  • Expectations from the future work force are changing – motivated by altruism, greater good, and a strong desire to contribute to society: What does this mean for the claims community?
  • Maximizing the impact of adjusters who will be augmented with advanced technology that automates simpler tasks, enabling them to be even more focused on customers with complex needs

USAA Ramon Lopez Vice President, Claims Innovation USAA

12.00pm-12:30pm
Panel Discussion: Meaningfully Weaving Innovation Throughout Claims Operations
  • How to develop an innovation culture across your organization, engaging all stakeholders to shake the shackles of traditional, legacy organizations
  • Assessing and communicating the ROI of claims innovation to secure buy-in from the organization and executive and roll out pilot programs
  • Changing a tyre flying down the highway: Strategies to effectively motivate and support change whilst the claims function continues operating at full speed

Travelers BJ Treese Managing Director for Emerging Property Products Travelers

HONK Technologies Corey Brundage Chief Executive Officer and Co-Founder HONK Technologies

USAA Ramon Lopez Vice President, Claims Innovation USAA

Accenture Matthew Lehman Managing Director, Financial Services for North America Accenture

12:30pm-12:45pm
Tech Spotlight Series

This is a quick and dynamic session bringing you the most exciting new solution providers to showcase their impact on claims. Get an overview of some of the players and consider the vast opportunities to utilize technology across the claims lifecycle.

Featuring Spotlight Presentations From:

Sipree Mark Sole Chief Executive Officer Sipree

Shift Technologies Jeremy Jawish Chief Executive Officer Shift Technologies

Tractable Alex Dalyac Co-Founder & Chief Executive Officer Tractable

12:45pm-1:40pm
Networking Lunch
By Invitation Only: VIP Lunch Function Sponsored by EY
Delivering a Seamless Customer Experience
1:40pm-2:00pm
Designing the Customer Experience Around Customer Feedback to Maximize Impact
  • The wakeup call: How the Fort McMurray, Alberta, Canada, wildfire in 2016 challenged Wawanesa to meet customer expectations after it’s reputation took a hit
  • The impact: Using customer feedback to improve customer experience for maximum impact, talking directly to customers and brokers and directly implementing learnings

Wawanesa Insurance Krista Breckman Director, Customer Experience Wawanesa Insurance

2.00pm-2:20pm
The Future of Claims is Here: Why Live Video Assessments Are Replacing Field Adjustments
  • Learn how the Europe’s top insurance carriers successfully tested and implemented live video assessments, cutting onsite costs by over 50% and increasing NPS
  • Discover what today’s customers expect from their insurance provider during the claims process
  • Hear about the American Family Insurance experience in digital claims transformation

SightCall Thomas Cotterau Chief Executive Officer SightCall

American Family Paul Choi Claims National Product Director American Family

2:20pm-2:40pm
Approaching Fast Tracked Claims from a Client-Centric Perspective
  • How the voice of the customer can and should inform how claims are segmented and claims processes are designed
  • Transforming personal property claims: Moving away from traditional claims handling processes towards fast track claims handling processes; and the client-centric approach to design, implementation and measurement

Co-operators General Insurance Company Pamela Kamphuis Finnigan Director, National Claims Experience Co-operators General Insurance Company

2:40pm-3:10pm
Panel Discussion: What do Customers Want?
  • What are customer priorities throughout the claims process, and how can that journey differ between segmented groups?
  • Strategies to take customer feedback and integrate these insights into claims strategy
  • The word of the customer is paramount: tools to bring the customer’s needs and preferences into decision-making processes internally

Wawanesa Insurance Krista Breckman Director, Customer Experience Wawanesa Insurance

SightCall Thomas Cotterau Chief Executive Officer SightCall

American Family Paul Choi Claims National Product Director American Family

Co-operators General Insurance Company Pamela Kamphuis Finnigan Director, National Claims Experience Co-operators General Insurance Company

Relay Network Matt Gillin Chief Executive Officer and Co-Founder Relay Network

3:10pm-3:30pm
Interactive Roundtables

Network with your peers and consider the hurdles and solutions to challenges including:

  • Keeping your customers updated in real-time
  • Eliminate confusion and duplication and centralizing contact across all partners and points
  • Apps, portals, call centers, vendors and more: Ensuring consistent communications across channels
From Legacy to Industry Leading: Transforming Your Foundation to Enable Change
1:40pm-2:00pm
Presentation

Bill Brower Bill Brower VP, Product Management, Claims, LexisNexis Risk Solutions

2.00pm-2:20pm
Designing and Executing an AI Strategy for Claims
  • Take an inventory of opportunities and resources to achieve them, considering all factoring from technical depth to business savvy, analytics and technology
  • How to move forward and build, buy, partner or invest - in data, technology, talent, process design/ redesign, buy in, and constant recalibration
  • Create an experimental core from which to spin out or expand in a sustainable manner

Homesite Insurance Grace Hanson Former Chief Claims Officer Homesite Insurance

2:20pm-2:40pm
Presentation

CCC Representative CCC

2:40pm-3:00pm
Presentation
3:00pm-3:30pm
Panel Discussion: Preparing Your Organization for Claims Greatness
  • Strategies to effectively capture customer-submitted data including photo and video at FNOL, desk-based estimation and more
  • Accessing new data sources available through satellite, drone, camera poles and public data
  • Sensors and IoT: the future of claims data collection, and lessons from telematics

Bill Brower Bill Brower VP, Product Management, Claims, LexisNexis Risk Solutions

Homesite Insurance Grace Hanson Former Chief Claims Officer Homesite Insurance

CCC Representative CCC

Nexar Carrier Representative Nexar

3:30pm
-
3:50pm
Afternoon Coffee and Networking
Taking Claims to the Next Level with Value Added Services
3:50pm-4:10pm
Claims Can Be Easy: How to Make Customers Happy
  • Putting the customer experience first: how to maximize transparency, reduce friction, and ultimately empower customers
  • Utilizing data, AI and rapid claims processing to achieve a seamless claims process, extracting costs and minimizing fraud
  • Don’t lose the personal touch: Humanizing claims workflows when you’re remove the human element

TicketGuardian Bryan Derbyshire Founder & CEO TicketGuardian

TicketGuardian Casey Callinsky President TicketGuardian

4:10pm-4:30pm
Tomorrow’s Technology Transformation – Three Ways Tech Will Disrupt Claims
  • Sensors can track so much more than your steps. Healthcare is as close as your phone, and it’s changing how people manage and return to health.
  • Chatbots aren’t just for customer service. They are moving behind the scenes, making it easier than ever to access data, and even developing emotional intelligence.
  • Computer vision is changing how we see the world. Images are data, too, and this AI is changing making its way into the claims process.

Mitchell Alex Sun Chief Executive Officer Mitchell

4:30pm-4:50pm
Auto Claims of the Future: How the Connected Car Will Transform Claims
  • Exploring how the connected car has already impacted customers, carriers and claims in the short term
  • What are the current mishaps and challenges facing carriers, and how can we prioritize our approach to maximize impact on customer experience and efficiency?
  • The words on everyone’s lips: what is the timeline for autonomous driving and how can insurance prepare for the future?

The Hartford Greg Horn Assistant Vice President and National Auto Physical Damage Claim Director The Hartford

4:50pm-5:10pm
Transcending the Customer Relationship for a Claims Incident and Beyond
  • How telematics has enabled claims to evolve from driving feedback to crash notification, to no-touch claims and eventually to proactively mitigating more claims
  • Assisting the customer efficiently at point of claim utilizing data automation, resolving claims quicker and more effectively
  • Explore how automated accident reporting can transform the total claims experience for OEMs, TSPs, insurers, and their customers, plus ensure safety and traffic management

Verisk Telematics Dawn Mortimer Assistant Vice President, IoT/Telematics Claims Product Management Verisk Telematics

5:10pm-5:50pm
Panel Discussion: Going the Extra Mile to Gain and Sustain a Competitive Advantage
  • Make customers happy: Identifying opportunities to go beyond claims resolution to carve a competitive advantage
  • Engage customers with the carrier brand through building an ecosystem to deliver additional services
  • Utilizing value added services to control the quality and speed of claims resolution through preferred vendor networks

TicketGuardian Bryan Derbyshire Founder & CEO TicketGuardian

Mitchell Alex Sun Chief Executive Officer Mitchell

The Hartford Greg Horn Assistant Vice President and National Auto Physical Damage Claim Director The Hartford

Verisk Telematics Dawn Mortimer Assistant Vice President, IoT/Telematics Claims Product Management Verisk Telematics

Machine-Driven Claims: AI and Data Will Change the Game
3:50pm-4:20pm
Interactive Roundtables: Myth-Busting AI: Preparing for the Reality of AI in Claims

Network with your peers and consider the hurdles and solutions to challenges including:

  • Explore the claims processes most likely to be impacted by AI advancement
  • How interactive can AI be? Discuss opportunities to deploy AI to increase customer satisfaction
  • Strategies to prepare your organization for the design, implementation and successful rollout of AI

Genpact Ram Chatty SVP AI Solutions, RAGE Frameworks Genpact

Genpact Jeff Saye VP of Claims Services Genpact

4:20pm-4:40pm
Presentation

DataRobot Rajiv Shah Data Scientist DataRobot

4:40pm-5:00pm
The Disability Claims Management (R)Evolution: Moving From Art to Science
  • Enabling more efficient and impactful case management applying advanced analytics and increasingly AI to new data sources including questionnaires, biological data, big data and more
  • Personalizing the claims process to ensure the best outcome for carrier, case manager, employer and insured
  • The holy grail of prevention: aiming towards claims avoidance through wellness integration and education

Munich Re Mark Foerster Vice President, Group Operations & Claims Munich Re

5:00pm-5:20pm
Presentation

Octo Telematics John Heffernan Senior Sales Director – Claims Octo Telematics

State Auto Insurance Josh Thompson Vice President, Claims and Risk Engineering (CARE) State Auto Insurance

5:20pm-5.50pm
Panel Discussion: Working Hand-in-Hand with the Robots
  • In an age of Lemonade’s 3-Second Claims, how can analytics transform the claims process?
  • Data on its own is meaningless: how can claims achieve greater automation and accuracy with advancing analytics?
  • The robots are real: where can machine learning, cognitive intelligence and deep learning impact claims, now and in the future?
  • Stopping fraudsters in their tracks utilizing increasingly specific data and advanced claims

DataRobot Satadru Sengupta General Manager – Insurance DataRobot

Munich Re Mark Foerster Vice President, Group Operations & Claims Munich Re

Octo Telematics John Heffernan Senior Sales Director – Claims Octo Telematics

State Auto Insurance Josh Thompson Vice President, Claims and Risk Engineering (CARE) State Auto Insurance

5:50pm
Networking Drinks
7:00pm
By Invitation Only: VIP Dinner Function Sponsored by Kespry
7:00am-8:20am
REGISTRATION AND WELCOME COFFEE
By Invitation Only: VIP Breakfast Function Sponsored by EXL SERVICES
Becoming a Customer-Centric Claims Operation
8:20am-8:30am
Opening Remarks

Insurance Solutions Group Stephen Applebaum Principal Insurance Solutions Group

8:30am-8:50am
People Matter in a Digital World: Achieving True Customer-Centricity
  • How to achieve true customer-centricity in every decision, person and process in claims: tools to engage your entire team and work together to focus on the customer
  • Turning a customer obsession into value and impact by understanding and meeting customer expectations in the digital world
  • Engaging customers in the in the Amazon Age: Making simplicity a non-negotiable across claims processes

MetLife Home & Auto Darla Finchum Vice President & Chief Claims Officer MetLife Auto & Home

8:50am-9:10am
Presentation

ACD Ernie Bray Chairman & CEO ACD

9:10am-9:40am
Panel Discussion: Winning the Hearts and Minds of Customers
  • Tools to keep your customers abreast of the claim status with real-time updates
  • Eliminate confusion and duplication: Centralizing data to update all contact points, including all supply chain partners
  • Apps, portals, call centers, vendors and more: What are the best methods of engaging customers at FNOL and throughout the claim?

MetLife Home & Auto Darla Finchum Vice President & Chief Claims Officer MetLife Auto & Home

ACD Ernie Bray Chairman & CEO ACD

IVANS Insurance Solutions Paul Warga Vice President of Product and Innovation IVANS Insurance Solutions

Automating Processes to Optimize Efficiency
8:20am-8:30am
Opening Remarks

The Jacobson Group Margaret Resce Milkint Managing Partner The Jacobson Group

8:30am-8:50am
Allstate Auto Claims: Moving the Needle on Sweeping Customer-Driven Innovation
  • Making the customer’s needs the compass for setting strategy and bringing together claims, ideation and tech to drive the digitalisation agenda
  • Innovation to execution at warp speed: the vital ingredients and processes required to fast-track transformation at scale and deliver real value to customers
  • Taking the next quantum leap: how Allstate plans to deliver customer experience excellence by transforming our total loss process

Allstate Sandee Lindorfer Auto Director – Auto Claims Line Management Allstate

8:50am-9:10am
Realize the Full Potential of Integrating Advanced Technologies Throughout Claims Workflows
  • Transforming the claims experience: explore the potential opportunities offered by advanced technologies for a better and faster workflow
  • Strategies to overcome the significant operational and compliance hurdles standing in the way of realizing this vision
  • Reaching the holy grail of automation: how to effectively optimize resources, operate at speed and streamline operations

Claimatic Larry Cochran Chief Executive Officer Claimatic

Claimatic Dennis Conolly Vice President – Sales & Corporate Development Claimatic

9:10am-9:40am
Panel Discussion: Bringing it All Together for Seamless Claims
  • Prioritizing efficiency at every step: moving along the spectrum of increasing claims automation, from fast-tracked, to minimal-touch to completely automated claims
  • Identifying opportunities for increased efficiency and automation throughout the claims process, finding quick wins and impactful change
  • How drones are transforming the claims landscape, enabling processing to become exponentially more efficient and customer-centric

Allstate Sandee Lindorfer Auto Director – Auto Claims Line Management Allstate

Claimatic Larry Cochran Chief Executive Officer Claimatic

Kespry Representative Kespry

9:40am-10:10am
Networking Coffee Break
Achieving the Claims of the Future
10:10am-10:40am
Interactive Roundtables Sponsored by HONK Technologies
10:40am-11:00am
Reaching the New Connected Claims Paradigm: Real Time, Fact-Based and Digital Claims
  • Exploring the reinvention of the auto claims process through telematics data
  • Capitalizing on the biggest opportunity for creating value with IoT in any business line: loss control
  • Designing and implementing the architecture necessary to succeed with the connected claims paradigm

Connected Insurance Observatory Matteo Carbone Founder Connected Insurance Observatory

11:00am-11:20am
Providing Value-Added Services to Better Serve Your Customers
  • Explore the opportunities to provide services that complement insurance carriers for a superior and seamless customer experience
  • Meet customer needs from claims payment to speedy resolution, while providing peace of mind and access to suppliers
  • Identify partnerships that enable cost efficiency, integration of additional capabilities and expertise, and a service level standardization

Alacrity Services Jon Miko President Alacrity Services

11:20am-11:40am
Show Me The Money: Tracking Dollars, Deals, and Disrupters in Claims
  • Who's investing and buying solutions in claims: 2017 and 2018 Insurtech investment flows
  • Insurtechs building and delivering claims related products
  • What's next? Predicting investment trends for the coming year

XL Innovate Chris Downer Associate XL Innovate

11:40am-12:10pm
Panel Discussion: Exploring the Technologies Transforming Claims
  • • Overcoming process bottlenecks to transform the experience and deliver impact quickly, such as applying AI to litigation management processes
  • Moving claims processing to claims prevention utilizing sensors and IoT providing real-time data - what will the claims department look like in the next 2, 5 and 10 years?
  • Driverless cars, preventative maintenance and more - will we ever get to claims being eliminated for some business lines?

Connected Insurance Observatory Matteo Carbone Founder Connected Insurance Observatory

Alacrity Services Jon Miko President Alacrity Services

XL Innovate Chris Downer Associate XL Innovate

Wolters Kluwer ELM Solutions Vince Venturella Product Line Manager - Insurance Solutions Wolters Kluwer ELM Solutions

12:10pm-1:10pm
Networking Lunch
By Invitation Only: VIP Lunch Function Sponsored by Assured Relocation
1:10pm-2:00pm
ClaimsTech SharkTank

Join us as the hottest ClaimsTech start-ups live pitch a panel of insurtech investors, who will question and offer advice for each start-up.

Panelists:

Oak HC/FT Andrew Robinson Executive in Residence Oak HC/FT

FT Partners Paul VanderMarck Managing Director FT Partners

StoneRidge Advisors Jay Poorman Managing Director StoneRidge Advisors

2:00pm-2:20pm
Presentation

CCA Global Partners Greg Johnson Senior Vice President CCA Global Partners

2:20pm-3:00pm
Panel Discussion: Building a Foundation and Ecosystem for Claims Success
  • Building relationships with suppliers to effectively and seamlessly to deliver an outstanding customer experience
  • Creating a technology foundation that enables first excellence and then innovation into the future

CCA Global Partners Greg Johnson Senior Vice President CCA Global Partners

Westfield Insurance Jon Thornton Claims Process and Technology Leader Westfield Insurance

Hartford Steam Boiler Cheryl Pytel Vice President Claims Product, Program, and Planning Hartford Steam Boiler

Appian Jacob Sloan Industry Leader, Insurance Appian

3:00pm-3:40pm
Panel Discussion: Setting Strategy for the Future of Claims
  • The priorities and concerns for the long-term development of your claims processes and organization
  • The areas of most exciting potential, representing the most significant changes to the industry

QBE Dan Moore Senior Vice President Claims QBE

Horace Mann Insurance Allan Robinson Chief Claims Officer Horace Mann Insurance

Esurance Craig Edmonds Vice President of Claims Practices Esurance

3:40pm-4:00pm
Closing Remarks

Insurance Solutions Group Stephen Applebaum Principal Insurance Solutions Group

4:00pm
Networking Coffee & Close of Conference
7:00am-8:00am
Registration and Welcome Coffee
Riding the Wave of Claims Transformation
8:00am-8:05am
Welcome and Introductory Remarks

Insurance Nexus Emma Sheard Head of Strategy Insurance Nexus

8:05am-8:10am
Chairman’s Opening Remarks

Insurance Solutions Group Stephen Applebaum Managing Partner Insurance Solutions Group

8:10am-8:40am
Full Speed Ahead: Exceeding Customer Expectations in a Digitally-Enabled World
  • Leveraging technology to help restore customers’ lives as quickly as possible after a loss
  • Moving at the speed of a start-up: fast execution with a strong focus on continuous improvement
  • Shifting mindsets: leadership strategies to drive engagement during digital transformation

Allstate Insurance Ken Rosen Executive Vice President & Chief Claims Officer Allstate Insurance

8:40am-9:00am
Claims Automation: The New Avenue to Contain Costs, Improve Satisfaction and Support Growth
  • Explore the evolution of the automation landscape from workflow to cognitive automation, unlocking opportunities to relieve pressure on claims executives
  • Apply automation across the claims department to solve business challenges, through improvements in productivity, claims outcomes, and customer satisfaction
  • Develop a plan to begin implementing automation, and get insight and lessons learned to maximize the impact of implementation

EY Chris Raimondo Principal EY

9:00am-9:20am
The Vision and Strategy Driving Claims into the Future
  • Leveraging technology to accelerate the delivery of new products and services to provide an enhanced customer experience
  • Reimagining pain points across the customer lifecycle, such as transforming roadside assistance to a rideshare-like, on-demand service
  • The new data sources revealing opportunities across claims, from customer-submitted photo and video data to aerial imagery from drones

Farmers Insurance Keith Daly Executive Vice President & Chief Claims Officer Farmers Insurance

9:20am-9:50am
Panel Discussion: Realizing the Connected, Customer-Centric Future of Claims
  • Meeting the rising customer expectations of service, set by innovative and digitally-driven industries: how can insurance carriers compete at this level?
  • The holy grail of claims, automation: moving towards greater efficiency across the claims lifecycle
  • The technologies, trends and transformation agendas keeping us up at night: where should claims executives be focusing?

EY Chris Raimondo Principal EY

Farmers Insurance Keith Daly Executive Vice President & Chief Claims Officer Farmers Insurance

Expert Systems Daniel Mayer Chief Executive Officer Expert Systems

Snapsheet Andy Cohen Chief Operating Officer Snapsheet

09:50am-10:30am
Presentation and Interactive Q&A

EXL Services Arnab Dey SVP, Head P&C Insurance and Chief Strategy Officer EXL Services

10:30am-11:00am
Morning Coffee Break
Innovation and Change Strategies to Stay Ahead Amidst Rapid Change
11.00am-11:20am
How Insurance Can Offer Additional Claims Value Using Connected Devices
  • Pushing the scale of insurer influence: whilst currently short of being a full solution, how can carriers offer augmented monitoring for additional services i.e. water use monitoring
  • Explore the opportunity and value in providing personalized maintenance recommendations, using industry and IOT data to anticipate a system failure
  • Opportunities to assist customers, such as informing those undertaking home improvements with claims data that can estimate project time and cost when engaging a contractor
  • Invite the disrupters to be on the team: how carriers can partner with startups effectively to realize innovation goals

Travelers BJ Treese Managing Director for Emerging Property Products Travelers

11:20am-11:40am
A Real-Life Case Study in Claims Innovation: Platforms, Ecosystems, On-Demand Workforces, and AI
  • Strategies to both integrate innovation throughout claims whilst building an embedded culture of innovation and accountability, such as utilizing experiment driven development (EDD)
  • Focusing innovation on the biggest customer pain points to drastically improve experience, such as transforming roadside assistance to ensure customers feel supported in their moment of need
  • How insurance can meet customer expectations of outstanding service set by other industries, considering their full set of needs throughout the claims lifecycle

HONK Technologies Corey Brundage Chief Executive Officer and Co-Founder HONK Technologies

11:40am-12.00pm
Introducing the Claims Adjuster of Tomorrow – A Superintendent Augmented with Tools and New Insights
  • Adjusters of the future need strong critical thinking skills to interpret dashboards and insights provided by connected devices: How can adjusters use these to deliver hyper personalized service?
  • Expectations from the future work force are changing – motivated by altruism, greater good, and a strong desire to contribute to society: What does this mean for the claims community?
  • Maximizing the impact of adjusters who will be augmented with advanced technology that automates simpler tasks, enabling them to be even more focused on customers with complex needs

USAA Ramon Lopez Vice President, Claims Innovation USAA

12.00pm-12:30pm
Panel Discussion: Meaningfully Weaving Innovation Throughout Claims Operations
  • How to develop an innovation culture across your organization, engaging all stakeholders to shake the shackles of traditional, legacy organizations
  • Assessing and communicating the ROI of claims innovation to secure buy-in from the organization and executive and roll out pilot programs
  • Changing a tyre flying down the highway: Strategies to effectively motivate and support change whilst the claims function continues operating at full speed

Travelers BJ Treese Managing Director for Emerging Property Products Travelers

HONK Technologies Corey Brundage Chief Executive Officer and Co-Founder HONK Technologies

USAA Ramon Lopez Vice President, Claims Innovation USAA

Accenture Matthew Lehman Managing Director, Financial Services for North America Accenture

12:30pm-12:45pm
Tech Spotlight Series

This is a quick and dynamic session bringing you the most exciting new solution providers to showcase their impact on claims. Get an overview of some of the players and consider the vast opportunities to utilize technology across the claims lifecycle.

Featuring Spotlight Presentations From:

Sipree Mark Sole Chief Executive Officer Sipree

Shift Technologies Jeremy Jawish Chief Executive Officer Shift Technologies

Tractable Alex Dalyac Co-Founder & Chief Executive Officer Tractable

12:45pm-1:40pm
Networking Lunch
By Invitation Only: VIP Lunch Function Sponsored by EY
Delivering a Seamless Customer Experience
1:40pm-2:00pm
Designing the Customer Experience Around Customer Feedback to Maximize Impact
  • The wakeup call: How the Fort McMurray, Alberta, Canada, wildfire in 2016 challenged Wawanesa to meet customer expectations after it’s reputation took a hit
  • The impact: Using customer feedback to improve customer experience for maximum impact, talking directly to customers and brokers and directly implementing learnings

Wawanesa Insurance Krista Breckman Director, Customer Experience Wawanesa Insurance

2.00pm-2:20pm
The Future of Claims is Here: Why Live Video Assessments Are Replacing Field Adjustments
  • Learn how the Europe’s top insurance carriers successfully tested and implemented live video assessments, cutting onsite costs by over 50% and increasing NPS
  • Discover what today’s customers expect from their insurance provider during the claims process
  • Hear about the American Family Insurance experience in digital claims transformation

SightCall Thomas Cotterau Chief Executive Officer SightCall

American Family Paul Choi Claims National Product Director American Family

2:20pm-2:40pm
Approaching Fast Tracked Claims from a Client-Centric Perspective
  • How the voice of the customer can and should inform how claims are segmented and claims processes are designed
  • Transforming personal property claims: Moving away from traditional claims handling processes towards fast track claims handling processes; and the client-centric approach to design, implementation and measurement

Co-operators General Insurance Company Pamela Kamphuis Finnigan Director, National Claims Experience Co-operators General Insurance Company

2:40pm-3:10pm
Panel Discussion: What do Customers Want?
  • What are customer priorities throughout the claims process, and how can that journey differ between segmented groups?
  • Strategies to take customer feedback and integrate these insights into claims strategy
  • The word of the customer is paramount: tools to bring the customer’s needs and preferences into decision-making processes internally

Wawanesa Insurance Krista Breckman Director, Customer Experience Wawanesa Insurance

SightCall Thomas Cotterau Chief Executive Officer SightCall

American Family Paul Choi Claims National Product Director American Family

Co-operators General Insurance Company Pamela Kamphuis Finnigan Director, National Claims Experience Co-operators General Insurance Company

Relay Network Matt Gillin Chief Executive Officer and Co-Founder Relay Network

3:10pm-3:30pm
Interactive Roundtables

Network with your peers and consider the hurdles and solutions to challenges including:

  • Keeping your customers updated in real-time
  • Eliminate confusion and duplication and centralizing contact across all partners and points
  • Apps, portals, call centers, vendors and more: Ensuring consistent communications across channels
From Legacy to Industry Leading: Transforming Your Foundation to Enable Change
1:40pm-2:00pm
Presentation

Bill Brower Bill Brower VP, Product Management, Claims, LexisNexis Risk Solutions

2.00pm-2:20pm
Designing and Executing an AI Strategy for Claims
  • Take an inventory of opportunities and resources to achieve them, considering all factoring from technical depth to business savvy, analytics and technology
  • How to move forward and build, buy, partner or invest - in data, technology, talent, process design/ redesign, buy in, and constant recalibration
  • Create an experimental core from which to spin out or expand in a sustainable manner

Homesite Insurance Grace Hanson Former Chief Claims Officer Homesite Insurance

2:20pm-2:40pm
Presentation

CCC Representative CCC

2:40pm-3:00pm
Presentation
3:00pm-3:30pm
Panel Discussion: Preparing Your Organization for Claims Greatness
  • Strategies to effectively capture customer-submitted data including photo and video at FNOL, desk-based estimation and more
  • Accessing new data sources available through satellite, drone, camera poles and public data
  • Sensors and IoT: the future of claims data collection, and lessons from telematics

Bill Brower Bill Brower VP, Product Management, Claims, LexisNexis Risk Solutions

Homesite Insurance Grace Hanson Former Chief Claims Officer Homesite Insurance

CCC Representative CCC

Nexar Carrier Representative Nexar

3:30pm
-
3:50pm
Afternoon Coffee and Networking
Taking Claims to the Next Level with Value Added Services
3:50pm-4:10pm
Claims Can Be Easy: How to Make Customers Happy
  • Putting the customer experience first: how to maximize transparency, reduce friction, and ultimately empower customers
  • Utilizing data, AI and rapid claims processing to achieve a seamless claims process, extracting costs and minimizing fraud
  • Don’t lose the personal touch: Humanizing claims workflows when you’re remove the human element

TicketGuardian Bryan Derbyshire Founder & CEO TicketGuardian

TicketGuardian Casey Callinsky President TicketGuardian

4:10pm-4:30pm
Tomorrow’s Technology Transformation – Three Ways Tech Will Disrupt Claims
  • Sensors can track so much more than your steps. Healthcare is as close as your phone, and it’s changing how people manage and return to health.
  • Chatbots aren’t just for customer service. They are moving behind the scenes, making it easier than ever to access data, and even developing emotional intelligence.
  • Computer vision is changing how we see the world. Images are data, too, and this AI is changing making its way into the claims process.

Mitchell Alex Sun Chief Executive Officer Mitchell

4:30pm-4:50pm
Auto Claims of the Future: How the Connected Car Will Transform Claims
  • Exploring how the connected car has already impacted customers, carriers and claims in the short term
  • What are the current mishaps and challenges facing carriers, and how can we prioritize our approach to maximize impact on customer experience and efficiency?
  • The words on everyone’s lips: what is the timeline for autonomous driving and how can insurance prepare for the future?

The Hartford Greg Horn Assistant Vice President and National Auto Physical Damage Claim Director The Hartford

4:50pm-5:10pm
Transcending the Customer Relationship for a Claims Incident and Beyond
  • How telematics has enabled claims to evolve from driving feedback to crash notification, to no-touch claims and eventually to proactively mitigating more claims
  • Assisting the customer efficiently at point of claim utilizing data automation, resolving claims quicker and more effectively
  • Explore how automated accident reporting can transform the total claims experience for OEMs, TSPs, insurers, and their customers, plus ensure safety and traffic management

Verisk Telematics Dawn Mortimer Assistant Vice President, IoT/Telematics Claims Product Management Verisk Telematics

5:10pm-5:50pm
Panel Discussion: Going the Extra Mile to Gain and Sustain a Competitive Advantage
  • Make customers happy: Identifying opportunities to go beyond claims resolution to carve a competitive advantage
  • Engage customers with the carrier brand through building an ecosystem to deliver additional services
  • Utilizing value added services to control the quality and speed of claims resolution through preferred vendor networks

TicketGuardian Bryan Derbyshire Founder & CEO TicketGuardian

Mitchell Alex Sun Chief Executive Officer Mitchell

The Hartford Greg Horn Assistant Vice President and National Auto Physical Damage Claim Director The Hartford

Verisk Telematics Dawn Mortimer Assistant Vice President, IoT/Telematics Claims Product Management Verisk Telematics

Machine-Driven Claims: AI and Data Will Change the Game
3:50pm-4:20pm
Interactive Roundtables: Myth-Busting AI: Preparing for the Reality of AI in Claims

Network with your peers and consider the hurdles and solutions to challenges including:

  • Explore the claims processes most likely to be impacted by AI advancement
  • How interactive can AI be? Discuss opportunities to deploy AI to increase customer satisfaction
  • Strategies to prepare your organization for the design, implementation and successful rollout of AI

Genpact Ram Chatty SVP AI Solutions, RAGE Frameworks Genpact

Genpact Jeff Saye VP of Claims Services Genpact

4:20pm-4:40pm
Presentation

DataRobot Rajiv Shah Data Scientist DataRobot

4:40pm-5:00pm
The Disability Claims Management (R)Evolution: Moving From Art to Science
  • Enabling more efficient and impactful case management applying advanced analytics and increasingly AI to new data sources including questionnaires, biological data, big data and more
  • Personalizing the claims process to ensure the best outcome for carrier, case manager, employer and insured
  • The holy grail of prevention: aiming towards claims avoidance through wellness integration and education

Munich Re Mark Foerster Vice President, Group Operations & Claims Munich Re

5:00pm-5:20pm
Presentation

Octo Telematics John Heffernan Senior Sales Director – Claims Octo Telematics

State Auto Insurance Josh Thompson Vice President, Claims and Risk Engineering (CARE) State Auto Insurance

5:20pm-5.50pm
Panel Discussion: Working Hand-in-Hand with the Robots
  • In an age of Lemonade’s 3-Second Claims, how can analytics transform the claims process?
  • Data on its own is meaningless: how can claims achieve greater automation and accuracy with advancing analytics?
  • The robots are real: where can machine learning, cognitive intelligence and deep learning impact claims, now and in the future?
  • Stopping fraudsters in their tracks utilizing increasingly specific data and advanced claims

DataRobot Satadru Sengupta General Manager – Insurance DataRobot

Munich Re Mark Foerster Vice President, Group Operations & Claims Munich Re

Octo Telematics John Heffernan Senior Sales Director – Claims Octo Telematics

State Auto Insurance Josh Thompson Vice President, Claims and Risk Engineering (CARE) State Auto Insurance

5:50pm
Networking Drinks
7:00pm
By Invitation Only: VIP Dinner Function Sponsored by Kespry

Register Now

There are only a limited number of passes left - Secure your place to this sell out event!

7:00am-8:20am
REGISTRATION AND WELCOME COFFEE
By Invitation Only: VIP Breakfast Function Sponsored by EXL SERVICES
Becoming a Customer-Centric Claims Operation
8:20am-8:30am
Opening Remarks

Insurance Solutions Group Stephen Applebaum Principal Insurance Solutions Group

8:30am-8:50am
People Matter in a Digital World: Achieving True Customer-Centricity
  • How to achieve true customer-centricity in every decision, person and process in claims: tools to engage your entire team and work together to focus on the customer
  • Turning a customer obsession into value and impact by understanding and meeting customer expectations in the digital world
  • Engaging customers in the in the Amazon Age: Making simplicity a non-negotiable across claims processes

MetLife Home & Auto Darla Finchum Vice President & Chief Claims Officer MetLife Auto & Home

8:50am-9:10am
Presentation

ACD Ernie Bray Chairman & CEO ACD

9:10am-9:40am
Panel Discussion: Winning the Hearts and Minds of Customers
  • Tools to keep your customers abreast of the claim status with real-time updates
  • Eliminate confusion and duplication: Centralizing data to update all contact points, including all supply chain partners
  • Apps, portals, call centers, vendors and more: What are the best methods of engaging customers at FNOL and throughout the claim?

MetLife Home & Auto Darla Finchum Vice President & Chief Claims Officer MetLife Auto & Home

ACD Ernie Bray Chairman & CEO ACD

IVANS Insurance Solutions Paul Warga Vice President of Product and Innovation IVANS Insurance Solutions

Automating Processes to Optimize Efficiency
8:20am-8:30am
Opening Remarks

The Jacobson Group Margaret Resce Milkint Managing Partner The Jacobson Group

8:30am-8:50am
Allstate Auto Claims: Moving the Needle on Sweeping Customer-Driven Innovation
  • Making the customer’s needs the compass for setting strategy and bringing together claims, ideation and tech to drive the digitalisation agenda
  • Innovation to execution at warp speed: the vital ingredients and processes required to fast-track transformation at scale and deliver real value to customers
  • Taking the next quantum leap: how Allstate plans to deliver customer experience excellence by transforming our total loss process

Allstate Sandee Lindorfer Auto Director – Auto Claims Line Management Allstate

8:50am-9:10am
Realize the Full Potential of Integrating Advanced Technologies Throughout Claims Workflows
  • Transforming the claims experience: explore the potential opportunities offered by advanced technologies for a better and faster workflow
  • Strategies to overcome the significant operational and compliance hurdles standing in the way of realizing this vision
  • Reaching the holy grail of automation: how to effectively optimize resources, operate at speed and streamline operations

Claimatic Larry Cochran Chief Executive Officer Claimatic

Claimatic Dennis Conolly Vice President – Sales & Corporate Development Claimatic

9:10am-9:40am
Panel Discussion: Bringing it All Together for Seamless Claims
  • Prioritizing efficiency at every step: moving along the spectrum of increasing claims automation, from fast-tracked, to minimal-touch to completely automated claims
  • Identifying opportunities for increased efficiency and automation throughout the claims process, finding quick wins and impactful change
  • How drones are transforming the claims landscape, enabling processing to become exponentially more efficient and customer-centric

Allstate Sandee Lindorfer Auto Director – Auto Claims Line Management Allstate

Claimatic Larry Cochran Chief Executive Officer Claimatic

Kespry Representative Kespry

9:40am-10:10am
Networking Coffee Break
Achieving the Claims of the Future
10:10am-10:40am
Interactive Roundtables Sponsored by HONK Technologies
10:40am-11:00am
Reaching the New Connected Claims Paradigm: Real Time, Fact-Based and Digital Claims
  • Exploring the reinvention of the auto claims process through telematics data
  • Capitalizing on the biggest opportunity for creating value with IoT in any business line: loss control
  • Designing and implementing the architecture necessary to succeed with the connected claims paradigm

Connected Insurance Observatory Matteo Carbone Founder Connected Insurance Observatory

11:00am-11:20am
Providing Value-Added Services to Better Serve Your Customers
  • Explore the opportunities to provide services that complement insurance carriers for a superior and seamless customer experience
  • Meet customer needs from claims payment to speedy resolution, while providing peace of mind and access to suppliers
  • Identify partnerships that enable cost efficiency, integration of additional capabilities and expertise, and a service level standardization

Alacrity Services Jon Miko President Alacrity Services

11:20am-11:40am
Show Me The Money: Tracking Dollars, Deals, and Disrupters in Claims
  • Who's investing and buying solutions in claims: 2017 and 2018 Insurtech investment flows
  • Insurtechs building and delivering claims related products
  • What's next? Predicting investment trends for the coming year

XL Innovate Chris Downer Associate XL Innovate

11:40am-12:10pm
Panel Discussion: Exploring the Technologies Transforming Claims
  • • Overcoming process bottlenecks to transform the experience and deliver impact quickly, such as applying AI to litigation management processes
  • Moving claims processing to claims prevention utilizing sensors and IoT providing real-time data - what will the claims department look like in the next 2, 5 and 10 years?
  • Driverless cars, preventative maintenance and more - will we ever get to claims being eliminated for some business lines?

Connected Insurance Observatory Matteo Carbone Founder Connected Insurance Observatory

Alacrity Services Jon Miko President Alacrity Services

XL Innovate Chris Downer Associate XL Innovate

Wolters Kluwer ELM Solutions Vince Venturella Product Line Manager - Insurance Solutions Wolters Kluwer ELM Solutions

12:10pm-1:10pm
Networking Lunch
By Invitation Only: VIP Lunch Function Sponsored by Assured Relocation
1:10pm-2:00pm
ClaimsTech SharkTank

Join us as the hottest ClaimsTech start-ups live pitch a panel of insurtech investors, who will question and offer advice for each start-up.

Panelists:

Oak HC/FT Andrew Robinson Executive in Residence Oak HC/FT

FT Partners Paul VanderMarck Managing Director FT Partners

StoneRidge Advisors Jay Poorman Managing Director StoneRidge Advisors

2:00pm-2:20pm
Presentation

CCA Global Partners Greg Johnson Senior Vice President CCA Global Partners

2:20pm-3:00pm
Panel Discussion: Building a Foundation and Ecosystem for Claims Success
  • Building relationships with suppliers to effectively and seamlessly to deliver an outstanding customer experience
  • Creating a technology foundation that enables first excellence and then innovation into the future

CCA Global Partners Greg Johnson Senior Vice President CCA Global Partners

Westfield Insurance Jon Thornton Claims Process and Technology Leader Westfield Insurance

Hartford Steam Boiler Cheryl Pytel Vice President Claims Product, Program, and Planning Hartford Steam Boiler

Appian Jacob Sloan Industry Leader, Insurance Appian

3:00pm-3:40pm
Panel Discussion: Setting Strategy for the Future of Claims
  • The priorities and concerns for the long-term development of your claims processes and organization
  • The areas of most exciting potential, representing the most significant changes to the industry

QBE Dan Moore Senior Vice President Claims QBE

Horace Mann Insurance Allan Robinson Chief Claims Officer Horace Mann Insurance

Esurance Craig Edmonds Vice President of Claims Practices Esurance

3:40pm-4:00pm
Closing Remarks

Insurance Solutions Group Stephen Applebaum Principal Insurance Solutions Group

4:00pm
Networking Coffee & Close of Conference

Don't miss out - register now

There are only a limited number of passes left - Secure your place to this sell out event!