Where Claims Innovation Becomes Reality: Seamless, Efficient and Customer-Centric

* Please note: The conference will commence at 8.30am on the 24th, and finish by 4.30pm on the 25th.

* Please note timings are subject to change.


DAY ONE: Wednesday, 24th May 2017

Session 1: The View from the Chief Claims Office
8.30am: Welcome and Introductory Remarks

Insurance Nexus Emma Sheard Head of Strategy Insurance Nexus

8.40am: Chairman's Opening Remarks

Stephen Applebaum Managing Partner Insurance Solutions Group

8.50am: LIVE POLLING SESSION: Where Is the Future of Claims Disruption?

Get out your smart devices and let’s get some live statistics. Using live polling software, we will explore the audience's perspectives on where disruption will come from within claims, asking and discussing:

  • What are the major challenges facing claims leaders today
  • Which technology are you most excited for in the future?
  • What outcomes are you looking to achieve through transformation?
9.00am OPENING KEYNOTE: Claims: An Industry Ripe for Disruption

  • Explore the current claims process compared to other service industries that have undergone transformation
  • Learn how to take advantage of changing consumer expectations in the digital age to improve the customer experience
  • Understand how emerging technology can dramatically speed up and simplify the claims process while reducing the cost of handling claims

Allstate Glenn Shapiro Executive Vice President Claims Allstate

9.20am: Q&A with Glenn Shapiro, Executive Vice President Claims, Allstate
9.30am: Customer, Effectiveness, and Efficiency: Balancing the Claims Triangle
  • Improving customer experience through new operating models
  • Leveraging technology to bridge geographies, increase actionable knowledge, and gain efficiencies
  • Enabling claims professionals to deliver on the claims promise

QBE North America Dan Moore SVP Claims QBE North America

9.50am: The Future of Claims: Talent Management as a Critical Competency
  • Explore the future of claims processes, operating models and leadership strategies that will enable success
  • Envisage the technology and innovation trends that will reshape how claims operates
  • What does the changing environment mean for your workforce? The importance of claims talent management for a sustainable and competitive claims team

EY Nicole Michaels Business Transformation and Performance Improvement Insurance Leader EY

10.10am: Balancing Your Customer, Shareholder, and Employee Needs with Technology Demands
  • Truly understanding your multigenerational customer base, and determining their needs to provide the maximum amount of choice and control in the service they receive
  • Explore the pressures on managing LAE and severity with technology, and the potential opportunities and challenges in the future
  • Minimizing the detrimental impacts to your employees when deploying technology tools to streamline implementation and generate results quicker

American National Insurance Company Jeff Mills Chief Claims Officer American National Insurance Company

10.30am: Panel Discussion: Innovate or Lag Behind: Get Ahead in a Rapidly Transforming Claims Industry
  • Maintain a competitive edge amid nimble start-ups and blue sky insurance models grabbing customers' attention
  • Successfully navigate the 2017 customer landscape of hyper-convenience, personalization and real-time customer communications set by other industries
  • Be prepared for the adoption of wider industry trends - cultivating an innovation mindset

QBE North America Dan Moore SVP Claims QBE North America

EY Nicole Michaels Business Transformation and
Performance Improvement Insurance Leader
EY

American National Insurance Company Jeff Mills Chief Claims Officer American National
Insurance Company

Aite Group Jay Sarzen Research Analyst Aite Group

The Jacobson Group Moderator:
Margaret Resce Milkint
Managing Partner The Jacobson Group

11.00am: Networking Coffee Break
Sorry you missed the event! Get the audio and slides from the conference
Session 2: Cultivate a Customer-Centric, Innovative Culture
11.30am: The Customer Cost of the Cultural Divide: Connect the Claims Function Internally
  • Connecting claims to underwriting and other functions within a carrier to enhance individual claims, the product offering, quality of underwriting and the overall customer experience 
  • Overcoming structural barriers to Connected Claims, finding who can and how to facilitate the connection process 
  • Removing siloes and become truly connected for benefits across indemnity, complaints and coverage litigation, policy wording and underwriting success

Hiscox Bryan Falchuk Executive Vice President and Head of Claims Hiscox

11.50am: Improve Outcomes and Boost Your Bottom Line: Minimize Costs with Hyper-Efficient Processes
  • Find the quick wins: Identify opportunities for major profit gains across claims expenses, from human capital to litigation
  • Add value to the bottom line using automation to reduce duplication, streamline processes and remove costly human error
  • Banish legacy systems to the past and build a modern system foundation for speed and accuracy

Duck Creek Technologies Patti Griffin Chief Product Officer Duck Creek Technologies

12.10pm: 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

American Modern Insurance Group Heather Bolyard Assistant Vice President Claims American Modern Insurance Group

12.30pm: Taking Digital Claims From Theory to Daily Practice
  • The reality of digital technologies has finally caught up with the promise, with mobile, AI, IoT, and telematics available to carriers for claims and other applications across the enterprise
  • Explore the considerations carriers must address to be successful, ranging from technology platform strategy, consumer experience design, and internal culture shifts needed to become digitally sophisticated
  • Hear insights from lessons learned on how these innovative technologies are making digital insurance a daily reality

Liberty Mutual Ivania Konieczka Vice President, US Consumer Markets - Claims, Auto Physical Damage Product and Analytics Liberty Mutual

CCC Information Services Marc Fredman Senior Vice President, Corporate Strategy and Development CCC Information Services

12.50pm: Panel Discussion: Lead the Claims Revolution - Become Seamless, Efficient and Customer-Centric
  • How are insurance start-ups and agile innovators redesigning claims to win the hearts and wallets of customers?
  • Deliver a seamless omnichannel claims process by embedding an agile and innovative organizational culture

Hiscox Bryan Falchuk Executive Vice President and Head of Claims Hiscox

Duck Creek Technologies Patti Griffin Chief Product Officer Duck Creek Technologies

American Modern Insurance Group Heather Bolyard Assistant Vice President Claims American Modern Insurance Group

Liberty Mutual Ivania Konieczka Vice President, US Consumer Markets - Claims, Auto Physical Damage Product and Analytics Liberty Mutual

CCC Information Services Marc Fredman Senior Vice President, Corporate Strategy and Development CCC Information Services

Appian Moderator:
Kate Gingras
Vice President & Global Industry Leader Appian

1.20pm: Lunch and Networking
Sponsored by EXL1.20pm: Invite-Only VIP Executive Lunch
Sponsored by EXL
Request An Invite
Session 3: Design and Deliver a Dream Customer Experience
2.30pm: LIVE POLLING SESSION: The CX Files: Where are We, Really?

Get out your smart devices and let’s get some live statistics. Using live polling software, we will explore the audience's perspectives and performance around designing and delivering the experience their customers deserve:

  • How well do you know your customers and what they want from you?
  • What are the key objectives of transforming your customer experience?
  • What are the bottlenecks and pain points for your customers, and for you, internally?
2.40pm: Enabling Adjusters to Deliver a Great Customer Experience
  • Strategies and impacts of adapting technology and processes for adjusters, enhancing the quality of experiences for both our customers and team
  • Delivering real-time and personalized service throughout the claims cycle for a seamless process

Amica Mutual Larry Brown Claims Innovation Manager Amica Mutual

3.10pm: Bringing the Front, Middle and Back Office Together: How Advanced Automation is Simplifying the Process While Improving Customer Experience
  • The current state of adoption of advanced automation
  • What are the drivers for adoption of RPA, Machine Learning and Cognitive Intelligence
  • Which part of the claims lifecycle are best suited for automation

EXL Insurance Moderated by EXL

3.40pm: Networking Coffee
4.10pm: Integrating Telematics Data in Claims for Immediate and Future Value
  • Examine how data collection is directly actionable for the benefit of both insurers and policyholders
  • Understand how behavior analysis and claims data can be used for predictive analytics and risk management
  • Explore future scenarios where insurance telematics data can improve safety and enhance a connected lifestyle

Octo Telematics Steven Fernandes Director of Innovation Octo Telematics

4.30pm The CX Handbook: A Step-by-Step Plan to Develop a Superior Claims Experience
  • Stepping into our traveller’s shoes: Embedding customer centricity throughout the claims process to truly understand our customers
  • Identifying major customer touchpoints to target efforts at improving your customer experience, having a big impact quickly
  • Utilizing technology tools including analytics, automation and more to build a seamless, personalized customer experience

Berkshire Hathaway Travel Protection Kit Kiefer Communications Manager Berkshire Hathaway Travel Protection

4.50pm: Panel Discussion: Keep Your Customers Happy and Loyal: Deliver a Superior Claims Experience
  • Make insurance claims quick and easy with self-service, straight-through processing and more: the new business models changing the game
  • Meeting a variety of customer preferences across from traditional to digital as millennials make themselves heard
  • Resolve claims quicker and make customers feel valued by equipping all service touchpoints with complete customer data, enabling personalized service

Amica Mutual Larry Brown Claims Innovation Manager Amica Mutual

Octo Telematics Steven Fernandes Director of Innovation Octo Telematics

Berkshire Hathaway Travel Protection Kit Kiefer Communications Manager Berkshire Hathaway Travel Protection

Wright Flood Tim Love Chief Information Officer Wright Flood

CCA Global Moderator:
Greg Johnson
Senior Vice President, Strategic Partners Group CCA Global

5.30pm: Networking Drinks Reception
It’s time to unwind, so join us for a drink and get networking! Share insights from the day’s sessions, meet peers and build relationships across the industry.
Sorry you missed the event! Get the audio and slides from the conference

DAY TWO: Thursday 25th May, 2017

Session 4: The Technology Transformation Tales
8.00am: Invite-Only VIP Executive Breakfast - Sponsored by EY
EY8.00am: Invite-Only VIP Executive Breakfast
Sponsored by EY
Request An Invite
9.00am: Chairman's Opening Remarks

Stephen Applebaum Managing Partner Insurance Solutions Group

9.05am: LIVE POLLING SESSION: Leveraging Technology to Enable Excellence Across the Claims Value Cycle

Get out your smart devices and let’s get some live statistics. Using live polling software, we will explore the audience's perspectives on where disruption will come from within claims, asking and discussing:

  • How will blockchain influence how claims data is shared, stored and communicated?
  • What tools are needed to overcome common data challenges such as legacy systems, fragmented storage, inconsistent data and siloed departments?
  • Which data storage strategies do you feel best enable agile analytics with vast amounts of structured and unstructured data, such as the cloud and data lakes?
9.10am: How to Leverage Business Architecture to Enable and Support Claims Transformation
  • Utilizing architecture for connecting customers with insurance companies
  • Effectively setting, correcting and managing user expectations for better adoption of mobile, digital, AI, telematics, etc in your business
  • What our customers expect in the future and how we intend to deliver

Zurich North America Jason Collins Global Claims Business Architect Zurich North America

9.30am: Be Inspired and Prepared: How Today's Latest Technologies Are Changing Insurance
  • Understanding how technology is reshaping everything from customer expectations to corporate infrastructure and the very nature of work
  • Learn how tech advancements including virtual and augmented reality, machine learning, chatbots and more are transforming insurance
  • Discover opportunities for claims and insurance carriers to leverage advancing technology, including identifying and prioritizing use cases

Mitchell International Alex Sun Chief Executive Officer Mitchell International

9.50am: Boost the Effectiveness of Transformational Change, Across Insurance and Claims
  • To new beginnings of a 169-year-old company: the lessons Westfield took from the journey
  • Overcoming the common challenges we all encounter during significant organizational change
  • Explore the strategy for transforming the claims operation and the benefits and impacts across the organization

Westfield Rob Bowers National Claims Leader Westfield

10.10am: Panel Discussion: How is Technology Enabling and Driving Claims Innovation?
  • Helping claims handlers help your customers: Reduce administration with a user-friendly data visualization platform
  • Data: Collecting, storing, sharing, using and protecting data across the claims and insurance life cycle
  • Automating first notice of loss, new data, drones, sensors and more: what technology is making waves in claims?

Zurich North America Jason Collins Global Claims Business Architect Zurich North America

Mitchell International Alex Sun Chief Executive Officer Mitchell International

Westfield Rob Bowers National Claims Leader Westfield

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

SCOR Amy Parker Vice President - Americas Treaty Claims SCOR

Moderator:
Stephen Applebaum
Managing Partner Insurance Solutions Group

10.40am: Networking Coffee
Sorry you missed the event! Get the audio and slides from the conference
Session 5: How to Do More with Less as Automation Changes the Claims Game
11.10am: Servicing Premium and High End Homeowner Customers
  • Effectively implementing automation advances into a high customer touch process for a seamless experience
  • Strategies to overcome obstacles during high-volume and stress conditions: a catastrophic event
  • Moving towards prevention: How risk management can improve the overall claim experience

AIG Derek Zahn Global Head of Property, CAT, Yacht, and Collection Claims, Personal Insurance AIG

11.30am: Get Your Team to Say 'Yes' to Analytics: Accepting Analytics in the Claims Adjustor Role
  • Concerns, hurdles and what to expect: identify why your team might push back and what it will take to get their buy-in
  • The Human versus Bot conundrum: why workers are disinclined to feel confident with automated processes and how you can show real value in getting them to work with machines

Chubb Andy Pelcin Vice President, Claims Data Analytics Implementation Chubb

11.50am: Unlocking the Promise of Cognitive Claims: To Efficiency and Beyond
  • Enable increased automation and productivity in claims handling with information systems that understand the meaning of words in context
  • Achieving not only speed and cost reduction, move towards improved fraud detection, leakage containment, as well as improved analytics
  • Explore how cognitive technology is reshaping claims and the new horizons that are opening for those who are embracing it

Expert System Daniel Mayer Chief Executive Officer Expert System

12.10pm: Strategically Implementing Automation for Efficiency and Experience Gains
  • Design processes from the customer’s point of view, rather than from internal procedure or regulatory requirements
  • Enable strategic claims handing for greater efficiency and accuracy, automating simple claims and pushing complex claims to the best person
  • Utilize automation to improve the customer experience and, ultimately, the image of the insurance industry

Texas Mutual Insurance Company Jeanette Ward Senior Vice President, Policyholder Services Texas Mutual Insurance Company

12.30pm: Panel Discussion: Develop an Automation Strategy for Greater Speed, Accuracy and Customer Satisfaction
  • Get customers through the claims cycle quicker, eliminating the middle man for happier customers through working with trusted vendors to operationalize straight through processing
  • Prepare for automation success: Assembling the necessities including complete data sets, appropriate partners and advanced analytical capabilities
  • Ensure regulatory compliance and a high standard of customer service through establishing long-term relationships with trusted vendors

AIG Derek Zahn Global Head of Property,
CAT, Yacht, and Collection
Claims, Personal Insurance
AIG

Chubb Andy Pelcin Vice President, Claims Data
Analytics Implementation
Chubb

Expert System Daniel Mayer Chief Executive Officer Expert System

Claimatic Technologies Larry Cochran Chief Executive Officer Claimatic Technologies

Texas Mutual Insurance Company Jeanette Ward Senior Vice President,
Policyholder Services
Texas Mutual
Insurance Company

RYZE Claim Solutions Moderator:
Karla Elliott
Chief Executive Officer RYZE Claim Solutions

1.10pm: Networking Lunch
2.00pm Reaching Claims Efficiency Through Advancing Technology
  • Reduce cycle time from FNOL to payment, reducing loss cost and improving customer experience
  • Integrating mobile capabilities to achieve speed, form reporting to damage estimates
  • The steps to reaching the ultimate in claims efficiency: straight through processing and automation

Horace Mann Insurance Allan Robinson Senior Vice President and Chief Claims Officer Horace Mann Insurance

2.20pm Q&A with Allan Robinson, Senior Vice President and Chief Claims Officer, Horace Mann Insurance
2.30pm: Roundtable Discussion: Insurance Business Lines Roundtable Session

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.

This session is an opportunity to benchmark across your industry, network with your closest peers at the event and gain targeted, relevant insight to take back to your team.

We’re going to split into groups to discuss:

  • Auto Insurance Claims
  • Residential Property Claims
  • Health Insurance Claims
  • Commercial and Speciality Insurance Claims
Sorry you missed the event! Get the audio and slides from the conference
3.00pm - 4.30pm: Practical Workshops

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

Workshop A: Achieve Faster and More Accurate Claims Processing Using Advancing Analytics

With benefits ranging from automation and straight-through processing to fraud reduction and reducing your claims cycle time, getting your analytics right is critical. This session will dive into the nitty gritty of how to implement analytics to maximum effect.

Bring the challenges your team is facing and your thinking cap - because this workshop will combine both a practical step-by-step guide and an open forum so you get the answers to your burning questions.

We will discuss:

  • Achieve accurate and efficient damages assessment using real-time analysis of structured and unstructured data (including video, imagery and sensory data)
  • Use cognitive intelligence to automate the lifecycle of simple claims, and get challenging claims to the best handler quickly to reduce processing time
  • How to get your hands on the data you need for accurate insights, including integration of data from a variety of sources (internally and externally) and data management strategies to preserve the integrity of the data

Salt Creek Analytics Facilitator:
Marty Ellingsworth
President Salt Creek Analytics

Workshop B: Move Past Buzzwords and Realize Your Customer Experience Strategy

Achieving a seamless customer experience is the holy grail, resulting in customer satisfaction, loyalty, and ultimately referrals, but meaningfully changing your claims experience can feel like a never-ending task with little to no return.

This session is designed to give you the tools, tips and tricks you need to impact significant change to your claims experience now. Open up your To Do list, because you'll walk away with a list of strategies designed to have the biggest impact plus a guide for effective implementation.

We're diving into detail on:

  • How to properly map your customer journey using the facts, including where to look and what to look for (from process bottlenecks to customer complaints)
  • Claims excellence: Giving customers what they want, working across channels and providing choice to cater to preferences including digital, broker and traditional communications
  • Top tips on pushing the customer experience perspective forward, including how to motivate and support a customer service culture

Navigant Facilitator:
Jonathan W. Berry III
Managing Director, Insurance & Investment Management Leader Navigant

Workshop C: Enter the Age of Robots: The Rise of AI and Machine Learning, and How Claims is Changing

With technology advancing every day, what used to seem like science fiction is increasingly becoming mainstream, and with use cases across the insurance lifecycle, AI is one of the major disruptors to the claims status quo.

In this session, facilitated by a leader of the start-up community, explore the world of cutting edge insurtech and uncover what this means for insurance executives today, and in the future. Prepare to step into the future - we'll be learning about:

  • The state of AI technologies today
  • The AI & Insurance landscape: use cases, opportunities, pitfalls 
  • How can machine learning be leveraged to increase the accuracy and efficiency of insurance product pricing?
  • How can machine learning, drone data, and satellite data be leveraged for property assessment and claims processing?
  • What will the insurance company of the future look like? Will there be an Amazon of Insurance? Why or why not? 
  • How will natural language processing and chatbots be leveraged to interact with customers?

Comet Labs Facilitator:
Samiron Ray
Director, AI & Professional Services Lab Comet Labs

4.30pm: End of Conference
It’s time to take what you’ve learnt back to your organization, and feel inspired, prepared and ready to become an innovative, customer-centric claims operation.

* Please note: The conference will commence at 8.30am on the 24th, and finish by 4.30pm on the 25th.

* Please note timings are subject to change.


DAY ONE: Wednesday, 24th May 2017

Session 1: The View from the Chief Claims Office
8.30am: Welcome and Introductory Remarks

Insurance Nexus Emma Sheard Head of Strategy Insurance Nexus

8.40am: Chairman's Opening Remarks

Stephen Applebaum Managing Partner Insurance Solutions Group

8.50am: LIVE POLLING SESSION: Where Is the Future of Claims Disruption?

Get out your smart devices and let’s get some live statistics. Using live polling software, we will explore the audience's perspectives on where disruption will come from within claims, asking and discussing:

  • What are the major challenges facing claims leaders today
  • Which technology are you most excited for in the future?
  • What outcomes are you looking to achieve through transformation?
9.00am OPENING KEYNOTE: Claims: An Industry Ripe for Disruption

  • Explore the current claims process compared to other service industries that have undergone transformation
  • Learn how to take advantage of changing consumer expectations in the digital age to improve the customer experience
  • Understand how emerging technology can dramatically speed up and simplify the claims process while reducing the cost of handling claims

Allstate Glenn Shapiro Executive Vice President Claims Allstate

9.20am: Q&A with Glenn Shapiro, Executive Vice President Claims, Allstate
9.30am: Customer, Effectiveness, and Efficiency: Balancing the Claims Triangle
  • Improving customer experience through new operating models
  • Leveraging technology to bridge geographies, increase actionable knowledge, and gain efficiencies
  • Enabling claims professionals to deliver on the claims promise

QBE North America Dan Moore SVP Claims QBE North America

9.50am: The Future of Claims: Talent Management as a Critical Competency
  • Explore the future of claims processes, operating models and leadership strategies that will enable success
  • Envisage the technology and innovation trends that will reshape how claims operates
  • What does the changing environment mean for your workforce? The importance of claims talent management for a sustainable and competitive claims team

EY Nicole Michaels Business Transformation and Performance Improvement Insurance Leader EY

10.10am: Balancing Your Customer, Shareholder, and Employee Needs with Technology Demands
  • Truly understanding your multigenerational customer base, and determining their needs to provide the maximum amount of choice and control in the service they receive
  • Explore the pressures on managing LAE and severity with technology, and the potential opportunities and challenges in the future
  • Minimizing the detrimental impacts to your employees when deploying technology tools to streamline implementation and generate results quicker

American National Insurance Company Jeff Mills Chief Claims Officer American National Insurance Company

10.30am: Panel Discussion: Innovate or Lag Behind: Get Ahead in a Rapidly Transforming Claims Industry
  • Maintain a competitive edge amid nimble start-ups and blue sky insurance models grabbing customers' attention
  • Successfully navigate the 2017 customer landscape of hyper-convenience, personalization and real-time customer communications set by other industries
  • Be prepared for the adoption of wider industry trends - cultivating an innovation mindset

QBE North America Dan Moore SVP Claims QBE North America

EY Nicole Michaels Business Transformation and
Performance Improvement Insurance Leader
EY

American National Insurance Company Jeff Mills Chief Claims Officer American National
Insurance Company

Aite Group Jay Sarzen Research Analyst Aite Group

The Jacobson Group Moderator:
Margaret Resce Milkint
Managing Partner The Jacobson Group

11.00am: Networking Coffee Break
Sorry you missed the event! Get the audio and slides from the conference
Session 2: Cultivate a Customer-Centric, Innovative Culture
11.30am: The Customer Cost of the Cultural Divide: Connect the Claims Function Internally
  • Connecting claims to underwriting and other functions within a carrier to enhance individual claims, the product offering, quality of underwriting and the overall customer experience 
  • Overcoming structural barriers to Connected Claims, finding who can and how to facilitate the connection process 
  • Removing siloes and become truly connected for benefits across indemnity, complaints and coverage litigation, policy wording and underwriting success

Hiscox Bryan Falchuk Executive Vice President and Head of Claims Hiscox

11.50am: Improve Outcomes and Boost Your Bottom Line: Minimize Costs with Hyper-Efficient Processes
  • Find the quick wins: Identify opportunities for major profit gains across claims expenses, from human capital to litigation
  • Add value to the bottom line using automation to reduce duplication, streamline processes and remove costly human error
  • Banish legacy systems to the past and build a modern system foundation for speed and accuracy

Duck Creek Technologies Patti Griffin Chief Product Officer Duck Creek Technologies

12.10pm: 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

American Modern Insurance Group Heather Bolyard Assistant Vice President Claims American Modern Insurance Group

12.30pm: Taking Digital Claims From Theory to Daily Practice
  • The reality of digital technologies has finally caught up with the promise, with mobile, AI, IoT, and telematics available to carriers for claims and other applications across the enterprise
  • Explore the considerations carriers must address to be successful, ranging from technology platform strategy, consumer experience design, and internal culture shifts needed to become digitally sophisticated
  • Hear insights from lessons learned on how these innovative technologies are making digital insurance a daily reality

Liberty Mutual Ivania Konieczka Vice President, US Consumer Markets - Claims, Auto Physical Damage Product and Analytics Liberty Mutual

CCC Information Services Marc Fredman Senior Vice President, Corporate Strategy and Development CCC Information Services

12.50pm: Panel Discussion: Lead the Claims Revolution - Become Seamless, Efficient and Customer-Centric
  • How are insurance start-ups and agile innovators redesigning claims to win the hearts and wallets of customers?
  • Deliver a seamless omnichannel claims process by embedding an agile and innovative organizational culture

Hiscox Bryan Falchuk Executive Vice President and Head of Claims Hiscox

Duck Creek Technologies Patti Griffin Chief Product Officer Duck Creek Technologies

American Modern Insurance Group Heather Bolyard Assistant Vice President Claims American Modern Insurance Group

Liberty Mutual Ivania Konieczka Vice President, US Consumer Markets - Claims, Auto Physical Damage Product and Analytics Liberty Mutual

CCC Information Services Marc Fredman Senior Vice President, Corporate Strategy and Development CCC Information Services

Appian Moderator:
Kate Gingras
Vice President & Global Industry Leader Appian

1.20pm: Lunch and Networking
Sponsored by EXL1.20pm: Invite-Only VIP Executive Lunch
Sponsored by EXL
Request An Invite
Session 3: Design and Deliver a Dream Customer Experience
2.30pm: LIVE POLLING SESSION: The CX Files: Where are We, Really?

Get out your smart devices and let’s get some live statistics. Using live polling software, we will explore the audience's perspectives and performance around designing and delivering the experience their customers deserve:

  • How well do you know your customers and what they want from you?
  • What are the key objectives of transforming your customer experience?
  • What are the bottlenecks and pain points for your customers, and for you, internally?
2.40pm: Enabling Adjusters to Deliver a Great Customer Experience
  • Strategies and impacts of adapting technology and processes for adjusters, enhancing the quality of experiences for both our customers and team
  • Delivering real-time and personalized service throughout the claims cycle for a seamless process

Amica Mutual Larry Brown Claims Innovation Manager Amica Mutual

3.10pm: Bringing the Front, Middle and Back Office Together: How Advanced Automation is Simplifying the Process While Improving Customer Experience
  • The current state of adoption of advanced automation
  • What are the drivers for adoption of RPA, Machine Learning and Cognitive Intelligence
  • Which part of the claims lifecycle are best suited for automation

EXL Insurance Moderated by EXL

3.40pm: Networking Coffee
4.10pm: Integrating Telematics Data in Claims for Immediate and Future Value
  • Examine how data collection is directly actionable for the benefit of both insurers and policyholders
  • Understand how behavior analysis and claims data can be used for predictive analytics and risk management
  • Explore future scenarios where insurance telematics data can improve safety and enhance a connected lifestyle

Octo Telematics Steven Fernandes Director of Innovation Octo Telematics

4.30pm The CX Handbook: A Step-by-Step Plan to Develop a Superior Claims Experience
  • Stepping into our traveller’s shoes: Embedding customer centricity throughout the claims process to truly understand our customers
  • Identifying major customer touchpoints to target efforts at improving your customer experience, having a big impact quickly
  • Utilizing technology tools including analytics, automation and more to build a seamless, personalized customer experience

Berkshire Hathaway Travel Protection Kit Kiefer Communications Manager Berkshire Hathaway Travel Protection

4.50pm: Panel Discussion: Keep Your Customers Happy and Loyal: Deliver a Superior Claims Experience
  • Make insurance claims quick and easy with self-service, straight-through processing and more: the new business models changing the game
  • Meeting a variety of customer preferences across from traditional to digital as millennials make themselves heard
  • Resolve claims quicker and make customers feel valued by equipping all service touchpoints with complete customer data, enabling personalized service

Amica Mutual Larry Brown Claims Innovation Manager Amica Mutual

Octo Telematics Steven Fernandes Director of Innovation Octo Telematics

Berkshire Hathaway Travel Protection Kit Kiefer Communications Manager Berkshire Hathaway Travel Protection

Wright Flood Tim Love Chief Information Officer Wright Flood

CCA Global Moderator:
Greg Johnson
Senior Vice President, Strategic Partners Group CCA Global

5.30pm: Networking Drinks Reception
It’s time to unwind, so join us for a drink and get networking! Share insights from the day’s sessions, meet peers and build relationships across the industry.
Sorry you missed the event! Get the audio and slides from the conference

DAY TWO: Thursday 25th May, 2017

Session 4: The Technology Transformation Tales
8.00am: Invite-Only VIP Executive Breakfast - Sponsored by EY
EY8.00am: Invite-Only VIP Executive Breakfast
Sponsored by EY
Request An Invite
9.00am: Chairman's Opening Remarks

Stephen Applebaum Managing Partner Insurance Solutions Group

9.05am: LIVE POLLING SESSION: Leveraging Technology to Enable Excellence Across the Claims Value Cycle

Get out your smart devices and let’s get some live statistics. Using live polling software, we will explore the audience's perspectives on where disruption will come from within claims, asking and discussing:

  • How will blockchain influence how claims data is shared, stored and communicated?
  • What tools are needed to overcome common data challenges such as legacy systems, fragmented storage, inconsistent data and siloed departments?
  • Which data storage strategies do you feel best enable agile analytics with vast amounts of structured and unstructured data, such as the cloud and data lakes?
9.10am: How to Leverage Business Architecture to Enable and Support Claims Transformation
  • Utilizing architecture for connecting customers with insurance companies
  • Effectively setting, correcting and managing user expectations for better adoption of mobile, digital, AI, telematics, etc in your business
  • What our customers expect in the future and how we intend to deliver

Zurich North America Jason Collins Global Claims Business Architect Zurich North America

9.30am: Be Inspired and Prepared: How Today's Latest Technologies Are Changing Insurance
  • Understanding how technology is reshaping everything from customer expectations to corporate infrastructure and the very nature of work
  • Learn how tech advancements including virtual and augmented reality, machine learning, chatbots and more are transforming insurance
  • Discover opportunities for claims and insurance carriers to leverage advancing technology, including identifying and prioritizing use cases

Mitchell International Alex Sun Chief Executive Officer Mitchell International

9.50am: Boost the Effectiveness of Transformational Change, Across Insurance and Claims
  • To new beginnings of a 169-year-old company: the lessons Westfield took from the journey
  • Overcoming the common challenges we all encounter during significant organizational change
  • Explore the strategy for transforming the claims operation and the benefits and impacts across the organization

Westfield Rob Bowers National Claims Leader Westfield

10.10am: Panel Discussion: How is Technology Enabling and Driving Claims Innovation?
  • Helping claims handlers help your customers: Reduce administration with a user-friendly data visualization platform
  • Data: Collecting, storing, sharing, using and protecting data across the claims and insurance life cycle
  • Automating first notice of loss, new data, drones, sensors and more: what technology is making waves in claims?

Zurich North America Jason Collins Global Claims Business Architect Zurich North America

Mitchell International Alex Sun Chief Executive Officer Mitchell International

Westfield Rob Bowers National Claims Leader Westfield

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

SCOR Amy Parker Vice President - Americas Treaty Claims SCOR

Moderator:
Stephen Applebaum
Managing Partner Insurance Solutions Group

10.40am: Networking Coffee
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Session 5: How to Do More with Less as Automation Changes the Claims Game
11.10am: Servicing Premium and High End Homeowner Customers
  • Effectively implementing automation advances into a high customer touch process for a seamless experience
  • Strategies to overcome obstacles during high-volume and stress conditions: a catastrophic event
  • Moving towards prevention: How risk management can improve the overall claim experience

AIG Derek Zahn Global Head of Property, CAT, Yacht, and Collection Claims, Personal Insurance AIG

11.30am: Get Your Team to Say 'Yes' to Analytics: Accepting Analytics in the Claims Adjustor Role
  • Concerns, hurdles and what to expect: identify why your team might push back and what it will take to get their buy-in
  • The Human versus Bot conundrum: why workers are disinclined to feel confident with automated processes and how you can show real value in getting them to work with machines

Chubb Andy Pelcin Vice President, Claims Data Analytics Implementation Chubb

11.50am: Unlocking the Promise of Cognitive Claims: To Efficiency and Beyond
  • Enable increased automation and productivity in claims handling with information systems that understand the meaning of words in context
  • Achieving not only speed and cost reduction, move towards improved fraud detection, leakage containment, as well as improved analytics
  • Explore how cognitive technology is reshaping claims and the new horizons that are opening for those who are embracing it

Expert System Daniel Mayer Chief Executive Officer Expert System

12.10pm: Strategically Implementing Automation for Efficiency and Experience Gains
  • Design processes from the customer’s point of view, rather than from internal procedure or regulatory requirements
  • Enable strategic claims handing for greater efficiency and accuracy, automating simple claims and pushing complex claims to the best person
  • Utilize automation to improve the customer experience and, ultimately, the image of the insurance industry

Texas Mutual Insurance Company Jeanette Ward Senior Vice President, Policyholder Services Texas Mutual Insurance Company

12.30pm: Panel Discussion: Develop an Automation Strategy for Greater Speed, Accuracy and Customer Satisfaction
  • Get customers through the claims cycle quicker, eliminating the middle man for happier customers through working with trusted vendors to operationalize straight through processing
  • Prepare for automation success: Assembling the necessities including complete data sets, appropriate partners and advanced analytical capabilities
  • Ensure regulatory compliance and a high standard of customer service through establishing long-term relationships with trusted vendors

AIG Derek Zahn Global Head of Property,
CAT, Yacht, and Collection
Claims, Personal Insurance
AIG

Chubb Andy Pelcin Vice President, Claims Data
Analytics Implementation
Chubb

Expert System Daniel Mayer Chief Executive Officer Expert System

Claimatic Technologies Larry Cochran Chief Executive Officer Claimatic Technologies

Texas Mutual Insurance Company Jeanette Ward Senior Vice President,
Policyholder Services
Texas Mutual
Insurance Company

RYZE Claim Solutions Moderator:
Karla Elliott
Chief Executive Officer RYZE Claim Solutions

1.10pm: Networking Lunch
2.00pm Reaching Claims Efficiency Through Advancing Technology
  • Reduce cycle time from FNOL to payment, reducing loss cost and improving customer experience
  • Integrating mobile capabilities to achieve speed, form reporting to damage estimates
  • The steps to reaching the ultimate in claims efficiency: straight through processing and automation

Horace Mann Insurance Allan Robinson Senior Vice President and Chief Claims Officer Horace Mann Insurance

2.20pm Q&A with Allan Robinson, Senior Vice President and Chief Claims Officer, Horace Mann Insurance
2.30pm: Roundtable Discussion: Insurance Business Lines Roundtable Session

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.

This session is an opportunity to benchmark across your industry, network with your closest peers at the event and gain targeted, relevant insight to take back to your team.

We’re going to split into groups to discuss:

  • Auto Insurance Claims
  • Residential Property Claims
  • Health Insurance Claims
  • Commercial and Speciality Insurance Claims
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3.00pm - 4.30pm: Practical Workshops

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

Workshop A: Achieve Faster and More Accurate Claims Processing Using Advancing Analytics

With benefits ranging from automation and straight-through processing to fraud reduction and reducing your claims cycle time, getting your analytics right is critical. This session will dive into the nitty gritty of how to implement analytics to maximum effect.

Bring the challenges your team is facing and your thinking cap - because this workshop will combine both a practical step-by-step guide and an open forum so you get the answers to your burning questions.

We will discuss:

  • Achieve accurate and efficient damages assessment using real-time analysis of structured and unstructured data (including video, imagery and sensory data)
  • Use cognitive intelligence to automate the lifecycle of simple claims, and get challenging claims to the best handler quickly to reduce processing time
  • How to get your hands on the data you need for accurate insights, including integration of data from a variety of sources (internally and externally) and data management strategies to preserve the integrity of the data

Salt Creek Analytics Facilitator:
Marty Ellingsworth
President Salt Creek Analytics

Workshop B: Move Past Buzzwords and Realize Your Customer Experience Strategy

Achieving a seamless customer experience is the holy grail, resulting in customer satisfaction, loyalty, and ultimately referrals, but meaningfully changing your claims experience can feel like a never-ending task with little to no return.

This session is designed to give you the tools, tips and tricks you need to impact significant change to your claims experience now. Open up your To Do list, because you'll walk away with a list of strategies designed to have the biggest impact plus a guide for effective implementation.

We're diving into detail on:

  • How to properly map your customer journey using the facts, including where to look and what to look for (from process bottlenecks to customer complaints)
  • Claims excellence: Giving customers what they want, working across channels and providing choice to cater to preferences including digital, broker and traditional communications
  • Top tips on pushing the customer experience perspective forward, including how to motivate and support a customer service culture

Navigant Facilitator:
Jonathan W. Berry III
Managing Director, Insurance & Investment Management Leader Navigant

Workshop C: Enter the Age of Robots: The Rise of AI and Machine Learning, and How Claims is Changing

With technology advancing every day, what used to seem like science fiction is increasingly becoming mainstream, and with use cases across the insurance lifecycle, AI is one of the major disruptors to the claims status quo.

In this session, facilitated by a leader of the start-up community, explore the world of cutting edge insurtech and uncover what this means for insurance executives today, and in the future. Prepare to step into the future - we'll be learning about:

  • The state of AI technologies today
  • The AI & Insurance landscape: use cases, opportunities, pitfalls 
  • How can machine learning be leveraged to increase the accuracy and efficiency of insurance product pricing?
  • How can machine learning, drone data, and satellite data be leveraged for property assessment and claims processing?
  • What will the insurance company of the future look like? Will there be an Amazon of Insurance? Why or why not? 
  • How will natural language processing and chatbots be leveraged to interact with customers?

Comet Labs Facilitator:
Samiron Ray
Director, AI & Professional Services Lab Comet Labs

4.30pm: End of Conference
It’s time to take what you’ve learnt back to your organization, and feel inspired, prepared and ready to become an innovative, customer-centric claims operation.

Sponsors & Partners

Platinum Sponsors

  • EXL
  • EY

Gold Sponsors

  • duck creek
  • Expert System
  • mitchell
  • Octo
  • Verisk

Silver Sponsors

  • Adlib
  • Appian
  • Capgemini
  • cid
  • ccc
  • Claimatic
  • EagleView
  • ImageKeeper
  • RYZE

Bronze Sponsors

  • ACD
  • AR direct
  • Assured Relocation
  • CCA
  • Guidewire
  • Megaputer
  • PCMI

Media Partners

  • Aite Group
  • cio_review
  • ccc
  • CrowdReviews.com
  • EM360°
  • Financial IT
  • InsurtechNews
  • MarketAnalysis.com
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