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Deliver Streamlined Claims

Transform customer experience and maximise efficiency using innovative tech
Plenary: Thrive in a time of significant claims transformation
  • Prepare for growth: overcome legacy systems, legacy processes and legacy thinking, and set your organisation to capitalise on the new era of claims
  • What customers really want is choice: Build the ultimate omnichannel experience so your customer is in the driving seat from FNOL to claims settlement
  • The future of claims processing: Maximise workforce efficiency and deploy cutting edge, transformative tech to your advantage
  • Build emotional connections into digital claims to ensure your customers remain invested in your process and remains loyal to your organisation
  • Uncover the power of partnerships with solution providers and InsurTech: pilot and collaborate to boost operational efficiency and improve claims
  • Analytics and AI in Action: How claims customer experiences, insights and operational efficiencies have improved significantly with analytics and AI

“Get ahead of your competition and delight customers - deploy innovative tech and transform processes to lead your team into the future of seamless, efficient claims.”

Deliver the strategic future of claims
LIVE POLLING: Uncover claims transformation priorities
  • Uncover the most critical priorities for Chief Claims Officers
  • Benchmark where to invest resources, people, time and money
  • The partnerships, technologies and strategies processes moving the needle on claims transformation
The future of claims: Risk mitigation and claims reduction
  • Track how the industry is moving towards a healthier, safer and happier community with real-time risk notifications, risk education and customer engagement pre-claim
  • Reach the holy grail of claim elimination: how customer and insurer can work together using IoT and other technologies to stop risk in its tracks
Design and deliver the ideal claims experience:
  • Set your long-term strategy for success: Design the ideal claims experience to inform investment and transformation
  • What tech can we use? Utilise data, the power of AI and automation tech to transform costs in the long-term
  • Where is the claims experience won and lost? Focus your team on the areas of the greatest importance to your customer
Bring your claims into the modern age with digitalisation
  • Where will digitalisation have the biggest on claims process? Identify the biggest opportunities to improve customer outcomes and business efficiency
  • Avoid tech for tech sake: Define what digitalisation means and what customers want, from portals to apps, communications and channels
Gather the tools required for modern claims leadership
Pool the necessary resources for exponential growth
  • Capitalise on the combined expertise created by M&A to implement and maximise resources to their full potential
  • Learn from case studies on how to create compatible, multi-function teams for successful collaboration
  • What are the key talent skills and gaps that will take your team from standard to outstanding?
Outsource, inhouse and blending both: Where to find the required power for change
  • Identify where outsourcing can be leveraged to do more with less without sacrificing quality
  • Explore case studies of both business process outsourcing and inhouse strategies to compare the various outcomes
Deploy straight through processing: Reduce fraud and enhance experience in one go
  • Assemble the required parts to achieve straight through processing on simple claims
  • Integrate the latest AI technologies to identify and reduce fraud throughout automated claims
Leap into the future with next gen investment strategies
Integrate game-changing technology with a water-tight investment strategy
  • Understand the ecosystem as of today and forecast the future: what tech and providers are changing the claims game
  • Match your investment strategy to internal priorities to maximise the long-term impact of your investment today
  • How to choose who to work with and find synergies with partners
Effectively operationalise innovation to achieve scale at speed
  • How to turn proofs of concept into scaled up case studies, including strategies for implementation
  • Tools to track and prove ROI and uncover the true value of tech investment
Push claims to the board: How to win investment approval
  • Understand the key considerations of the senior management team to talk to organisation wide priorities
  • Build an intelligent business case focused on efficiency and customer outcomes
  • How to engage stakeholders across the business to leverage influencers
Develop an innovative culture to drive transformation
All Sing Together: Set the Strategy from the Top
  • Bring your CCO, IT, Tech and Customer around one table to have one conversation, and set a consistent culture and expectations
  • Learn from case studies of companies that have changed their DNA to build an innovative culture
  • The key steps to become a customer-centric organisation: what does that look like practically?
Be customer first in mission, reality and reputation
  • Create a singular vision of your culture and spread throughout the organisation: educate and engage employees on customer outcomes
  • Learn how the best companies instil long-lasting cultural shifts that change the game for good
  • Track the impact of long-term customer centricity: why is this important?
Build sustainable innovation with long-term partnerships
  • Uncover the key to successful collaborations and how to emulate these attributes
  • Embed new partners in: Fast-track vital operational efficiency gains and customer experience improvements to reach long-term objectives

“Be the voice of the customer across claims, and deliver what they need: transparent communications, rapid processing and a choice of how to claim.”

Put the customer at the heart of your claims
LIVE POLLING: Reach customer-driven claims
  • What do customers want from claims?
  • Which technologies are yet to reach their full potential in impacting the customer’s claims journey forever?
  • What should the claims journey look like ten years from now?
Get to the truth of customer preferences: What do customers really want?
  • Hear cutting-edge case studies: Real customer feedback on their insurance claims journey
  • Track how the claims experience impacts customer perception of the organisation, and the long-term implications
  • Uncover how insurers have implemented technologies, processes and changes off the back of customer feedback
The game has changed: Deliver what the modern customer expects
  • Companies such as Amazon have changed customer expectations forever, and insurers must deliver on what they demand
  • How to redefine your customer experience now or risk losing customers to those who will meet needs
  • How do customer expectations set outside insurance translate to claims?
Prepare for the future customer and be ready for growing competition
  • Surprise and delight: Increase retention by overdelivering on an outstanding customer experience
  • Set yourself up for future success by predicting customer expectations and how technology will change these in the future
  • Provide a flexible platform that enables growth in the future to always be improving
Design and deliver a seamless claims journey
Guarantee a speedy, transparent and personalised experience
  • Respond to your customers’ pain points and reduce friction in the claims experience as a first priority
  • Integrate AI and automation elements to reduce cycle times: how can tech cut steps out and shave seconds off?
  • Identify opportunities for personalisation using existing data
Quick wins to transform customer satisfaction: Target the pain points
  • How to find the most frustrating pain points across your customer journey in the first place – use resources at your fingertips such as complaints, feedback loops and patterns of behaviour
  • Match solutions to your specific problems: rethink transformation to solve your own challenge
Deploy transformative tech that will change the claims journey forever
  • Uncover the technologies having the most significant impact on claims, such as automating simple claims and integrating chatbots at customer service
  • Utilise AI to ensure personalisation and service are at the forefront of all interactions
  • Explore self-service claims with customer-submitted data, automated processing and payments
Achieve personalised, omnichannel and rapid claims processing
Provide transparent and simple claims updates with real-time communication
  • Train customer service teams to effectively engage on a greater scale, what does “service” mean for your organisation?
  • Build a single data platform with integrated information sharing to enable real-time notifications and personalised communications
Offer customers choice with an integrated, omnichannel experience
  • Cater for all customer segments and preferences: Provide a variety of communication options, both digital and personal
  • Create a seamless service that enables the customer to move cross-channel effortlessly and simply
  • How can you go above and beyond? Create a claims experience that truly is intuitive
Cater to customers varied preferences to boost customer satisfaction
  • Map the key considerations for each customer segment: what are the core priorities for each group?
  • Uncover tools to develop a complete picture of customer preferences from personas to journey mapping
Leverage innovative technology to enhance the customer experience
The UX Files: Focus on form, not just function
  • How is your communications and process from a usability perspective? If it’s not easy and simple to use, you’re doing it wrong!
    Find tools to leverage specialist insight on how to create a consistent feel across your various channels
Why investment in digital is a non-negotiable for 2020
  • How to convince your organisation to invest in digitalisation now: what are the tangible business benefits of digital claims?
  • Build in KPI tracking to show return on investment and expand investment for successful projects
Walk the line of human and machine: Deliver the optimal service level
  • Provide the most appropriate customer journey for each customer segment, tailoring levels of interaction, automation and more
  • Cultivate the ideal point between human and tech touchpoints to ensure customers are comfortable and satisfied with speed
  • How to seamlessly blend people and machines: what tech advances are enabling more human-based service levels enriched with machine power?

“We are now at the stage where, to remain competitive and relevant, these technologies must be embraced. Gain greater insight on your customer and simultaneously improve customer service and operational efficiency.”

Deeper insights on who your customers and what they appreciate within a claims journey
LIVE POLLING: Let’s focus on AI & Analytics that are changing claims, right now
  • How AI & analytics are impacting the claims customer experience
  • Real operational efficiency gains based on the integration of AI & Analytics
  • How analytics is used to reduce fraud
  • How AI is freeing up claims expertise and time to focus on complex claims
Gain Unparalleled Customer Insights and Improve Business Efficiencies by Leveraging AI & Analytics
  • Use data and predictive analytics to create actionable insights, improve communication with customers, vendors and employees, transform customer experience and enhance business efficiency
  • Use technology to embed respect, empathy, and attentiveness with the customer whilst being allowing the capacity to identify fraudulent scenarios
  • Use analytics in claims to predict behavioural patterns of customers and mitigate risk
Get Up Close and Personal with Customers: Prioritise Service Using Segmentation
  • Utilise analytics to understand the key segments within your customer pool and opportunities to utilise this information
  • Walk the line between fraud prevention and customer experience through specific segmentation of customers
Better claims customer experiences boosted by AI and analytics
Use Analytics to Identify Pain Points Within the Claims Customer Journey Before Reimagining the Customer Experience
  • Learn how insurers are using online questionnaires, customer histories, public records and other data sources in combination with big-data technologies to improve customer experience
  • Discover which sets of data you should prioritise to draw relevant insights that will have immediate impact on customer experience
Fast-track Claims Handling: Make Automated Claims Work for You
  • Listen to practical examples of machine learning being used to speed up claims processes using images, sensor data and historical data to assess the severity of damages and predict repair costs
  • Put the customer experience front and centre: reduce claims processing time, remove duplication of information and rapidly pay out straightforward claims
  • Employ analytics to ensure that the right adjustor, the right information and the right adjustments are in play within your claims department
Maximise claims efficiency by utilising AI and analytics
Deliver Efficient Claims Customer Services by Exploiting AI & Analytics Technologies
  • Focus human resources on more complex claims by automating non-complex scenarios
  • Use automation to improve levels of service, claims processing and employee satisfaction levels by removing administrative tasks through automation
  • Uncover the latest analytics technologies that are enabling intelligent customer segmentation and prioritisation
  • Identify the characteristics of simple claims scenarios that respond effectively to technology intervention
Use AI & Analytics to Drive Better Outcomes for Legal & Claims Operations
  • A game changer: Visualise complex data through dashboards to assist decision-making
  • Speed up the claims process, keep costs down and maintain good client relations by processing vast amounts of complex data quickly and accurately
  • Fuse the exploits of human and AI to augment and complement the work of legal and claims departments
Minimise fraudulent claims and free up human resources in the process
Applying ML & Image Recognition Technologies to High Volume Claims Scenarios to Prevent Instances of Fraud
  • Case study on windshield scenario
  • Freeing up skilled labour to deal with more complex, potentially fraudulent cases
  • The power of automated decision-making that impacts on internal efficiencies and simultaneously boosts customer experience
Combat Fraud by Piecing Together a More Detailed Picture of Your Customer and Their Behaviours
  • Discover the hidden clues that lie within the data that will reduce the frequency of fraud
  • Building more detailed pictures of your customers, their behavioural patterns and associations that allow more accurate fraud identification and predictions
  • Identify individuals with multiple profiles and repeatedly attempt fraudulent claims through the exploitation of advanced analytics
Internal collaborations and effective external partnerships to guarantee success
The New Era: Foster Collaboration Between Claims & Underwriting
  • Identify the biggest opportunities for collaboration
  • Discover how common cost data can improve workflow and information exchange
  • Uncover tools to maximise the impact for both teams
Don’t Go It Alone- Partner with Insurtechs To Transform the Claims Experience Using AI, Machine Learning and Structured Data
  • Deliver elegant, meaningful and effective digital experiences alongside a new partner
  • Eradicate the mundane and repetitive from claims handling job functions, and focus on high value, customer-centric tasks
  • Improve customer claims experiences and enjoy higher retention rates and better industry reputation
  • Maximise the power of your data by combining third party analytics with internal analytics capabilities

Keeping up with the pace of change is only one of the many challenges claims executives are now facing. With limited time, limited people and limited resources, understanding what to prioritise and how to implement is a crucial component of an insurer’s transformation strategy. With short and interactive presentations, this section of the agenda will cover the technologies that will dramatically impact claims, including its potential and the strategies to overcome implementation challenges.

  • Chief Claims Officer priorities: Invest in innovation and make sure your company survives a turbulent but exciting transformational era for claims
  • Benchmark against your competition as the industry achieves efficiency and customer-centricity
  • Strategies to effectively motivate and support change whilst the claims function continues to operate at full speed

Keeping up with the pace of change is only one of the many challenges claims executives are now facing. With limited time, limited people and limited resources, understanding what to prioritise and how to implement is a crucial component of an insurer’s transformation strategy. With short and interactive presentations, this section of the agenda will cover the technologies that will dramatically impact claims, including its potential and the strategies to overcome implementation challenges.

  • Leverage IOT devices to automate FNOL
  • Deploy AUTOMATION to impact claims and sustain emotive experiences and heighten operational efficiency levels
  • Empower customers with digital engagement tools such as PORTALS & APPS and simultaneously improve customer experience and efficiency
  • Integrate AI & CHATBOTS to process non-complex, low-value claims
  • Explore MACHINE VISION as a tool to speed up customer journeys using image consultation techniques to process claims

Keeping up with the pace of change is only one of the many challenges claims executives are now facing. With limited time, limited people and limited resources, understanding what to prioritise and how to implement is a crucial component of an insurer’s transformation strategy. With short and interactive presentations, this section of the agenda will cover the technologies that will dramatically impact claims, including its potential and the strategies to overcome implementation challenges.

  • Water-tight your IT integration challenges and discover exactly what your business needs based on current back-end set up and data management strategies
  • Enact programmes of incremental integration between workflows so that you get closer to a fully-co-ordinated system of functionality
  • Collaborate effectively with IT providers and consultants to reach your end goal together


Full two day schedule of 2019 topics, speakers, sponsors and discounted registration rates