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

Accelerate Transformation to Achieve Seamless Claim: 2019 Agenda

Day One

7:00am-8:00am
Registration and Welcome Coffee
Plenary Session: Setting the Foundation for the Future of Connected Claims
8:00am-8:10am
Welcome Session and Connected Claims Report Insights

Emma Sheard General Manager Insurance Nexus

8:10am-8:15am
Chairman’s Opening Remarks

Chairman: Stephen Applebaum Managing Partner Insurance Solutions Group

8:15am-8:45am
Opening Keynote + Speaker Q&A
The Strategic Value of Claims for an Insurance Company
  • Explore how carriers can successfully anticipate customer needs, implement new technologies and digital solutions that enhance the claims management process – while maintaining one key ingredient that we must not forget: the human touch
  • Understand the future of claims management and the opportunities to drive lifetime customer loyalty

Andreas Kleiner CEO & President American Modern Insurance Group

8:45am-9:05am
Make Connected Claims a Priority by Building Exceptional Digital Interactions
  • Learn how USAA is keeping the customer as their top priority by scaling empathy across digital channels
  • Shift mindsets: Drive innovation throughout the claims organization and prepare your talent with the skills of the future

Sean Burgess Chief Claims Officer and Senior Vice President USAA

9:05am-9:25am
Your Roadmap to Innovation: Develop the Agility to Partner, Pilot and Collaborate with InsurTechs
  • Transform your business in partnership with InsurTech start-ups: How to maximize success and avoid common pitfalls
  • Are your procurement, legal, security, and financial teams setup to work with start-ups? Here’s a hint: they’re probably not

Corey Brundage CEO and Founder Honk Technologies

Bobby Massey Property Claims - Strategy Team Manager Farmers

9:25am-9:45am
Drive a Frictionless Customer Experience on Every Channel
  • Streamline your customer experience on every level – unified customer profiles, efficient workflows, a great user experience, self-service capabilities and more
  • The answer for success is culture and people – discover the steps Allstate is taking to bring about profound cultural change, and address workforce readiness challenges

Ken Rosen Executive Vice President and Chief Claims Officer Allstate Insurance Company

9:45am-10:15am
Panel Discussion and Joint Q&A: Transformed, Connected, Efficient and Customer-Centric Claims

Panellists:

Ken Mertzel Senior Director, Industry Strategy & Marketing – Financial Services Automation Anywhere

Sean Burgess Chief Claims Officer and Senior Vice President USAA

Corey Brundage CEO and Founder Honk Technologies

Ken Rosen Executive Vice President and Chief Claims Officer Allstate Insurance Company

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

10:15am-11:00am
Morning Coffee Break at the Exhibition Hall
Sponsored by Cognizant
10:30am-10:50am
Visa Live Demo at the Innovation Stage
11:00am-11:20am
Exclusive Business Announcement:
The Video Revolution: Harness Video to Reimagine the Claims Customer Journey
  • Learn how AAA is streamlining loss reporting and creating exceptional claims experiences by embedding vehicle security video insights into claims processing
  • Get insights into the trends around in-vehicle camera adoption and how leading insurance companies are adopting video-centric tools and processes

Cal Hankins Vice President of Claims CSAA Insurance Group

11:20am-11:40am
Drive Unmatched Business Efficiencies by Creating an Intelligent Network
  • Augment back-office operations with automation and intelligence that help adjusters make the best use of their time – and make decisions that positively impact customer satisfaction and overall business performance
  • Unify decision-making, performance benchmarking, and enterprise process management to drive innovation and growth
  • Empower managers with transparency into claims management performance, such as claims payment cycle times

Daniel Regan Vice President, Insurance SAP

11:40am-12:00pm
The Win-Win Strategy: Leverage Technology to Improve Both Employee and Customer Experience
  • Move from a siloed and transaction-oriented process that isolates the customer to an ecosystem approach, integrating technology and human to drive unparalleled business efficiencies
  • Discover which data sets will empower claims reps and enable them to own the customer experience, transforming knowledge and technology to exceed customer expectations

Frank Carni Senior Vice President and Head of Auto Claims Farmers Insurance

12:00pm-12:30pm
Panel Discussion and Joint Q&A: Accelerate Claims Transformation Through #ClaimsTech

Panellists:

Deva Annamalai Head of Payments Solution Strategy Consulting Fiserv

Cal Hankins Vice President of Claims CSAA Insurance Group

Daniel Regan Vice President, Insurance SAP

Frank Carni Senior Vice President and Head of Auto Claims Farmers Insurance

Moderator: Margaret Resce Milkint Managing Partner The Jacobson Group

12:30pm-1:30pm
By Invitation Only: VIP Lunch Function Sponsored by Visa at Shedd A Room

By Invitation Only: VIP Lunch Function Sponsored by Honk at Shedd B Room
12:30pm-2:00pm
Networking Lunch at ABC level 1 Sponsored by Genpact
1:10pm-1:30pm
Guidewire Live Demo at the Innovation Stage
1:30pm-1:50pm
Zipwhip Live Demo at the Innovation Stage
Business Efficiency
(Pink Room)
Navigate from Low Touch to Straight Through Processing

Chair: Mitch Wein Senior Vice President of Research and Consulting Novarica

2:00pm-2:20pm
Prioritize Efficiency at Every Step – Move Along the Spectrum of Increased Automation
  • Explore the evolution of the automation landscape from workflow to cognitive automation, unlocking opportunities to relieve pressure on claims adjusters
  • Discover how robotic process automation (RPA) and AI can bust silos and boost fraud prevention

Veena Gregoire Head of Claims Intelligence & Business Application Support Allianz

2:20pm-2:40pm
Turn Data into Actionable Insights to Unlock New Business Efficiencies
  • Connect third party data sources such as fraud scoring services, weather forecast and hotel room booking services to create an intelligent work flow engine that can orchestrate complex data into actionable information to vastly improve customer experience
  • Discover how to provide a single point of integration to simplify the vast pools of data into automation actions, leading to improved claim resolution outcomes

George Grabowich Chief Product Officer Claimatic

2:40pm-3:00pm
Drive Agile and Efficient Innovation Throughout the Claims Organization
  • From FNOL to claims payment, discover how to embed new technologies to optimize resources and operate at full speed
  • Successfully navigate digital transformation by connecting technology and culture, bringing people up to speed and not making them afraid of what is to come

Laurie Pierman Vice President, Claim Operations Amerisure Insurance

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Navigate from Low Touch to Straight Through Processing

Panellists:

Robert Burns Vice President, Product Management Carpe Data

Veena Gregoire Head of Claims Intelligence & Business Application Support Allianz

George Grabowich Chief Product Officer Claimatic

Laurie Pierman Vice President, Claim Operations Amerisure Insurance

3:30pm-4:00pm
Afternoon Coffee and Networking at the Exhibition Hall – Sponsored by Cognizant
3:40pm-4:00pm
Nuxeo Live Demo at the Innovation Stage
4:00pm-4:20pm
Fraud Automation: Embrace Digital to Enable Straight Through Processing
  • Utilize data, AI and rapid claims processing to achieve a seamless claims process, extract costs and minimize fraud
  • Achieve timely and accurate prediction of fraud, litigation, recovery and severity and duration of claims

Sean Serafin Assistant Vice President, Special Investigations Unit USAA

4:20pm-4:40pm
Delight Your Policyholders - How to Leverage AI to Transform Claims Customer Experience And Mitigate Fraud Risk
  • How AI applied to fraud detection and claims automation augments the capabilities of claims handlers – freeing them to spend time on high-value tasks
  • Why AI is the ideal approach to gaining new efficiencies in the overall claims process

Jeremy Jawish CEO and Co-Founder Shift Technology

4:40pm-5:00pm
Connect the Last Frontier: Effectively Work with Supply Chain Partners
  • Automate tasks using rule-based technology to reduce or eliminate human dependency on invoicing and payment of suppliers
  • Ensure that all invoices are created accurately to guarantee quick payment of services and discover new opportunities for automation

John Langowski EVP, Chief Claims Officer Swyfft

5:00pm-5:30pm
Panel Discussion and Joint Q&A: Achieve Data-Driven Efficiency

Panellists:

Zander Steele Director of Enterprise Sales HyperScience

Sean Serafin Assistant Vice President, Special Investigations Unit USAA

John Langowski EVP, Chief Claims Officer Swyfft

Jeremy Jawish CEO and Co-founder Shift Technology

Cheryl Pytel VP Claims Products and Programs Hartford Steam Boiler

5:30pm-6:30pm
Networking Drinks at Exhibition Hall Sponsored by Insurance Nexus Awards
7:30pm
Connected Claims USA Official Roof Top Party at VU Rooftop Bar
Sponsored by VPay USA, Paul Davis and KPMG
Customer Experience
(Blue Room)
Achieve Seamless Experience

Chair: Stephen Applebaum Managing Partner Insurance Solutions Group

2:00pm-2:20pm
Leverage Technology to Revolutionize Customer Outcomes Through Unparalleled Communication Skills
  • Use data and predictive analytics to create actionable insights, improve communication with customers, vendors and employees, transform customer experience and enhance business efficiency
  • Technology does not add value on its own: Embed respect, empathy, and attentiveness whilst being mindful of fraud

Darin McCarthy Head of Claims Hippo

2:20pm-2:40pm
Data at the Right Time is the Key to a Seamless Claims Experience
  • Cut through the noise and access the information that will empower carriers to make the right decision for the customer
  • Change catastrophe response management with aerial image and artificial intelligence, enabling quicker and accurate claims response
  • Learn insights from OEM programs where the data improved the customer experience and expedited the claim reporting process

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

Doug Jentzsch Director of Marketing Verisk

2:40pm-3:00pm
From Product Design and Sales to Claims Processing: Your Customers Don’t See Silos and Neither Should You
  • The role of brokers and agents throughout the claims process for customers
  • Unlock the power of claims data across the insurance organization

Allan Robinson Executive Vice President of Field Operations and Sales Management and Chief Claims Officer Horace Mann Insurance

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Achieve Seamless Experience

Panellists:

James Swayze Executive CoreLogic | Symbility

Darin McCarthy Head of Claims Hippo

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

Allan Robinson Executive Vice President of Field operations and Sales Management and Chief Claims Officer Horace Mann Insurance

3:30pm-4:00pm
Afternoon Coffee and Networking at the Exhibition Hall – Sponsored by Cognizant
3:40pm-4:00pm
Nuxeo Live Demo at the Innovation Stage
4:00pm-4:20pm
Improve Customer and Employee Experience Whilst Driving Loss and Cost Reduction with AI
  • Discover the steps a traditional carrier should take to become a modern claims enterprise by embedding AI and software in the claims back-office
  • In order to have a dramatic impact you don't need to go through a dramatic digital transformation. Uncover a roadmap to transform without breaking the bank

Amrish Singh Head of Product Metromile

4:20pm-4:40pm
The Ultimate Telematics Use Case: Safety
  • Smartly leveraged, telematics delivers insurer crash insights and claims processing efficiencies that can positively impact loss adjustment expenses, cycle time and the customer experiences
  • Provide an end-to-end connected safety experience in the critical, emotionally-fraught moments following a car accident, while changing 100+ years of reactive claims dynamics

Jason Verlen SVP of Product Management CCC

4:40pm-5:30pm
Panel Discussion and Joint Q&A: Leverage Technology to Enhance the Customer Experience

Panellists:

Andy Hodge CEO Owl Cameras

Michele Schmitt Claims Product Manager Trov

Amrish Singh Head of Product Metromile

Jason Verlen SVP of Product Management CCC

5:30pm-6:30pm
Networking Drinks at Exhibition Hall Sponsored by Insurance Nexus Awards
7:30pm
Connected Claims USA Official Roof Top Party at VU Rooftop Bar
Sponsored by VPay USA, Paul Davis and KPMG
Strategy
(Green Room)
Drive Change Management

Karen Furtado Partner Strategy Meets Action

2:00pm-2:20pm
Lessons from the Transition to Agile and Away from Waterfall
  • Discover how to dynamically change to meet your customer’s needs and stay ahead of your competition
  • Explore the significant changes that a carrier must go through to become more agile, including cultural shift, resources allocation and prioritization

Andrew Pelcin Vice President Claims Data Analytics Implementation Chubb

2:20pm-2:40pm
Provide Options When It Matters the Most: Innovating the Last Mile
  • Extend the customer-centric approach to claim payment processing, ditching cumbersome paper-based payments for electronic solutions that exceed payee expectations while delivering efficiencies
  • Painlessly innovate the approach to claim payment processing, moving closer to “frictionless payments” while maintaining security, privacy and cost efficiencies

Jeffrey W Brown President VPay

2:40pm-3:00pm
Overcome the Press on Resources to Improve Catastrophe Response
  • Discover how to use multichannel claim resolution methods to scale claims processing
  • What is 4D and why does it matter? Discover how the solution output is used to support more accurate claim resolutions

David S Williams Vice President of Claims Texas Windstorm Insurance Association

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Drive Change Management

Panellists:

Neil Osika Sales Director Workfusion

Jeffrey W Brown President VPay

Andrew Pelcin Vice President Claims Data Analytics Implementation Chubb

David S Williams Vice President of Claims Texas Windstorm Insurance Association

3:30pm-4:00pm
Afternoon Coffee and Networking at the Exhibition Hall – Sponsored by Cognizant
3:40pm-4:00pm
Nuxeo Live Demo at the Innovation Stage
4:00pm-4:20pm
Make Change a Competitive Advantage –Successfully Implement Change Management Strategies
  • To succeed in today’s fast changing world, carriers must plan for how their company will transform not just today, but next month, next year and five years down the road
  • Enable your workforce to meet the competing demands of the customer our business partners while continuing to increase efficiency and reduce costs

Jon Thornton Claims Strategy Leader Westfield Insurance

4:20pm-4:40pm
Are You Truly Prepared for the Future of Claims?
  • Benchmark against your industry peers how prepared your organization is for the future based on the data-use spectrum
  • Obtain action steps to move forward into your desired state of data sophistication

Bill Brower Vice President, Claims Product Management LexisNexis Risk Solutions

4:40pm-5:00pm
Leading a Tech-Enabled Workforce
  • There is no shortage of ways to enhance our claims practices through technology, but sometimes integrating those tools into existing operations can be even more difficult than developing the tools themselves
  • In this session, Kristen will share what she’s learned about leading an organization through their journey to improve efficiency and deliver customer value through technology

Kristen Vicino Vice President Claims Shared Services Liberty Mutual Insurance

5:00pm-5:30pm
Panel Discussion and Joint Q&A: Deliver Fast and Accurate Decision Making

Panellists:

Neal Silbert General Manager of Insurance DataRobot

Bill Brower Vice President, Claims Product Management LexisNexis Risk Solutions

Kristen Vicino Vice President Claims Shared Services Liberty Mutual Insurance

Jon Thornton Claims Strategy Leader Westfield Insurance

5:30pm-6:30pm
Networking Drinks at Exhibition Hall Sponsored by Insurance Nexus Awards
7:30pm
Connected Claims USA Official Roof Top Party at VU Rooftop Bar
Sponsored by VPay USA, Paul Davis and KPMG

Day Two

8:00am-9:00am
Registration and Welcome Coffee at the Exhibition Hall
CLAIMS TECH – FOCUSED WORKSHOPS

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 prioritize and how to implement is a crucial component of a carrier’s transformation strategy.

With short and interactive presentations, this section of the agenda will cover what will dramatically impact claims, including its potential and the strategies to overcome implementation challenges

Tech Workshop
(Pink Room)
9:00am-9:50am
Accelerate Transformation to Maximize Impact – Discover How to Successfully Leverage Automation and Visual Claims

Among the exciting opportunities presented by AI and machine learning, successfully incorporating image analytics would have the biggest impact on customer experience.

In this interactive workshop, we’ll be exploring the opportunities and the challenges of implementation, including:

  • Get the practical insights to incorporate image analytics and digital technologies throughout the claims cycle
  • Collaborate with your peers on the best practices that are driving greater efficiency across the claims management process
  • Learn how to create a strong capabilities roadmap that leverages automation, virtual claims handling and analytics

Charlie Mihaliak Principal, Strategy and Business Transformation EY

Stephanie Behnke VP, Claims Strategy and Shared Services The Hanover Insurance Group

Nicolette de Guia Managing Director N7 Momentum

9:50am-10:40am
Data Integration: The Key to Unlocking Insights and Driving Exponential Business Efficiencies

The unprecedented rate at which carriers are capturing information continues to outpace their capacity to analyze and use it. The proliferation of data types, sensors, operational devices, and applications that collect the data is fuelling the status quo. In this workshop you will get the practical insights on how unlock data from your systems, orchestrate business processes that automate and optimize workflows including:

 

  • Learn how data integration and a 360-degree view of your data can align your goals of increasing both your financial performance and your customers’ experience
  • Understand how companies are liberating their data from silos, and using it to deliver results not previously thought possible

Steve Forcash Chief Strategy Officer, Insurance MarkLogic Corporation

Alan Demers Former Vice President Claims Innovation & Technology Nationwide

8:00am-9:00am
Registration and Welcome Coffee at the Exhibition Hall
CLAIMS TECH – FOCUSED WORKSHOPS

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 prioritize and how to implement is a crucial component of a carrier’s transformation strategy.

With short and interactive presentations, this section of the agenda will cover what will dramatically impact claims, including its potential and the strategies to overcome implementation challenges

Customer Experience Workshop
(Blue Room)
9:00am-9:50am
Use Technology to Increase the Bar for Customer Satisfaction at the Moment of Truth

There are so many different technologies and players impacting claims processing, and with carriers partnering with a range of organizations from device makers, data providers, security and service providers, these partnerships have a huge impact on the final claims experience.

How do you choose the technologies that will have the biggest impact for your organization, and what strategies can you use to best implement them?

In this interactive workshop, we’ll explore the key principles of implementing innovation that directly impact customer experience, plus tips to ensure your entire ecosystem works smoothly, including:

  • Turn inspiration into action and build a roadmap to shape the customer experience with digital interactions
  • Take away the strategies and the digital capabilities that are removing most of the traditional pain points in the claims experience

Mark Lindner Chief Revenue Officer Partstrader

Fausto Martin Founder and Principal Fausto J Martin & Co.

9:50am-10:40am
Digital Darwinism: Accelerate Innovation Velocity Through Adaptive Claims and Dynamic Processes

A faster airplane will not get someone into space. Likewise, Zurich and Snapsheet believe traditional digital automation is not enough to create the claims experience of the 21st century. 

In this interactive workshop you will get the strategies driving digital transformation, including:

  • Unlock value through new ‘bionic’ design principles
  • Reshape frictionless customer experience with innovative technologies

Ian Thompson Group Chief Claims Officer Zurich

Jamie Yoder President Snapsheet

8:00am-9:00am
Registration and Welcome Coffee at the Exhibition Hall
CLAIMS TECH – FOCUSED WORKSHOPS

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 prioritize and how to implement is a crucial component of a carrier’s transformation strategy.

With short and interactive presentations, this section of the agenda will cover what will dramatically impact claims, including its potential and the strategies to overcome implementation challenges

C-Suite Boardroom Strategy Session
(Green Room)
9:00am-9:50am
By Invitation Only: Innovative Thought Leadership: Strategic Implementation of Initiatives to Deliver Excellence

This invite-only workshop provides C-suite claims executives the exclusive opportunity to network with their peers and discuss the long-term trends and strategic priorities for transformative change across the claims function

Attendees will cover:

  • Focus on the big picture: Effectively prioritize transformation by identifying the most valuable elements to key stakeholders including management, employees and customers
  • Define and deliver results: Explore the most effective metrics to measure the ROI of claims transformation and tools to track and communicate the true value of change
  • How to change your organization: Explore the key elements for best-practice change management, including optimizing rollout timelines, effective contingency planning and driving an organization-wide culture change

Cassandra Hand Gallegos CEO and Chief Claims Officer CCMS & Associates

9:50am-10:40am
Modernize Claims with Emerging Capabilities

Are your applications ready for AI, automation and blockchain? Are they scalable, ready for any platform and able to deliver high-quality customer experiences?

Modernizing claims is a critical component for tomorrow’s success. In this hands-on workshop you’ll get practical insights on how to create a competitive advantage with cognitive capabilities, including:

  • Learn how insurers are implementing end to end cognitive claims capabilities across channels
  • Explore ways in which you can accelerate the modernization of your claims environment: from FNOL to payment, including reduction in overall fraud

Andrea Eichhorn Cognitive and Cloud Transformation Industry Solutions & Business Development (IS&BD) IBM

Wade Wickre Watson Financial Services - Insurance Financial Crimes Leader for North America IBM

10:40am-11:30am
Morning Coffee Break at the Exhibition Hall – Sponsored by Cognizant
11:00am-11:30am
Tractable Live Demo at the Innovation Stage
Plenary Session: Setting Strategy for the Future of Claims
11:30am-11:50am
Does Claims Culture Eat Digital Strategy for Breakfast?
  • How can insurance claims operate in a hyper convenient world? Are you ready to compete with Amazon-like companies?
  • Discuss how culture can be an enabler or inhibitor of digitalisation in claims, and why this matters to you
  • Understand the need of cultural alignment in collaborating with innovation partners

Ian Thompson Group Chief Claims Officer Zurich

11:50am-12:10pm
Power the Latest Innovation in Claims Payments: How to Exceed Customer Expectations When They Need You Most
  • Move from legacy payment methods like paper checks and deliver digital real-time payment
  • Discover the impact of real-time disbursements in case of disaster relief, loss of use and auto accidents and how it can provide fast access to funds when consumers need them the most

Mike West Vice President - Business and Government Disbursements Visa

12:10pm-12:40pm
Panel Discussion and Joint Q&A: Setting Strategy for the Future of Claims

Panellists:

Kiara Graham Learning Strategy Consultant D2L

Ian Thompson Group Chief Claims Officer Zurich

Mike West Vice President - Business and Government Disbursements Visa

Maria Cantu Vice President Property Claims USAA

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

12:40pm-1:30pm
By Invitation Only: VIP Lunch Function Sponsored by Quadient at Shedd A Room
12:40pm-2:00pm
Networking Lunch at ABC level 1 Sponsored by Go Moxie
1:10pm-1:30pm
Interactions Live Demo at the Innovation Stage
1:30pm-2:00pm
Van Ameyde Live Demo at the Innovation Stage
Plenary Session: Deconstruct Culture, Tech and Customer Needs to Achieve a New Future for Claims
2:00pm-2:20pm
Build the Strategy and Digital Capabilities to Succeed in the Age of the Customer
  • Use every interaction to build trust and loyalty by delivering transparent and real-time communication in a truly frictionless customer experience
  • Get exclusive insights on how Esurance is driving a customer-obsessed culture to make the experience of buying, owning and using insurance surprisingly painless

Eric Brandt Managing Director & Chief Customer Advocate Esurance

2:20pm-2:40pm
Future Proof Your Claims Transformation Initiatives: Deep Dive into Changing Customer Expectations
  • From Gen Y to Gen Z – identify how their differences will shape the future of claims
  • Acknowledge a new generation has entered the workforce – how ready are you for their expectations?

Andi Dominguez Global Insurance & Healthcare Product Marketing Manager Quadient

2:40pm-3:00pm
Innovate Towards the Future: How Technology is Accelerating the Claims Process and Providing Choice to our Customers
  • Discover how Assurant is leveraging technology and reimagine pain points to handle claims without human processing, improving customer satisfaction whilst reducing processing time and costs
  • Hear how these developments can address the challenges claims professionals forecast in the years ahead

Alex Punsalan Senior Vice President, Head of Global P&C Claims Assurant

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Deconstruct Culture, Tech and Customer Needs to Achieve a New Future for Claims

Panellists:

Eric Brandt Managing Director & Chief Customer Advocate Esurance

Andi Dominguez Global Insurance & Healthcare Product Marketing Manager Quadient

Alex Punsalan Senior Vice President, Head of Global P&C Claims Assurant

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

3:30pm-3:50pm
Connected Claims Conference Wrap Up

Neal Silbert General Manager Insurance DataRobot

3:50pm-4:00pm
Closing Remarks

Stephen Applebaum Managing Partner Insurance Solutions Group

Day One

7:00am-8:00am
Registration and Welcome Coffee
Plenary Session: Setting the Foundation for the Future of Connected Claims
8:00am-8:10am
Welcome Session and Connected Claims Report Insights

Emma Sheard General Manager Insurance Nexus

8:10am-8:15am
Chairman’s Opening Remarks

Chairman: Stephen Applebaum Managing Partner Insurance Solutions Group

8:15am-8:45am
Opening Keynote + Speaker Q&A
The Strategic Value of Claims for an Insurance Company
  • Explore how carriers can successfully anticipate customer needs, implement new technologies and digital solutions that enhance the claims management process – while maintaining one key ingredient that we must not forget: the human touch
  • Understand the future of claims management and the opportunities to drive lifetime customer loyalty

Andreas Kleiner CEO & President American Modern Insurance Group

8:45am-9:05am
Make Connected Claims a Priority by Building Exceptional Digital Interactions
  • Learn how USAA is keeping the customer as their top priority by scaling empathy across digital channels
  • Shift mindsets: Drive innovation throughout the claims organization and prepare your talent with the skills of the future

Sean Burgess Chief Claims Officer and Senior Vice President USAA

9:05am-9:25am
Your Roadmap to Innovation: Develop the Agility to Partner, Pilot and Collaborate with InsurTechs
  • Transform your business in partnership with InsurTech start-ups: How to maximize success and avoid common pitfalls
  • Are your procurement, legal, security, and financial teams setup to work with start-ups? Here’s a hint: they’re probably not

Corey Brundage CEO and Founder Honk Technologies

Bobby Massey Property Claims - Strategy Team Manager Farmers

9:25am-9:45am
Drive a Frictionless Customer Experience on Every Channel
  • Streamline your customer experience on every level – unified customer profiles, efficient workflows, a great user experience, self-service capabilities and more
  • The answer for success is culture and people – discover the steps Allstate is taking to bring about profound cultural change, and address workforce readiness challenges

Ken Rosen Executive Vice President and Chief Claims Officer Allstate Insurance Company

9:45am-10:15am
Panel Discussion and Joint Q&A: Transformed, Connected, Efficient and Customer-Centric Claims

Panellists:

Ken Mertzel Senior Director, Industry Strategy & Marketing – Financial Services Automation Anywhere

Sean Burgess Chief Claims Officer and Senior Vice President USAA

Corey Brundage CEO and Founder Honk Technologies

Ken Rosen Executive Vice President and Chief Claims Officer Allstate Insurance Company

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

10:15am-11:00am
Morning Coffee Break at the Exhibition Hall
Sponsored by Cognizant
10:30am-10:50am
Visa Live Demo at the Innovation Stage
11:00am-11:20am
Exclusive Business Announcement:
The Video Revolution: Harness Video to Reimagine the Claims Customer Journey
  • Learn how AAA is streamlining loss reporting and creating exceptional claims experiences by embedding vehicle security video insights into claims processing
  • Get insights into the trends around in-vehicle camera adoption and how leading insurance companies are adopting video-centric tools and processes

Cal Hankins Vice President of Claims CSAA Insurance Group

11:20am-11:40am
Drive Unmatched Business Efficiencies by Creating an Intelligent Network
  • Augment back-office operations with automation and intelligence that help adjusters make the best use of their time – and make decisions that positively impact customer satisfaction and overall business performance
  • Unify decision-making, performance benchmarking, and enterprise process management to drive innovation and growth
  • Empower managers with transparency into claims management performance, such as claims payment cycle times

Daniel Regan Vice President, Insurance SAP

11:40am-12:00pm
The Win-Win Strategy: Leverage Technology to Improve Both Employee and Customer Experience
  • Move from a siloed and transaction-oriented process that isolates the customer to an ecosystem approach, integrating technology and human to drive unparalleled business efficiencies
  • Discover which data sets will empower claims reps and enable them to own the customer experience, transforming knowledge and technology to exceed customer expectations

Frank Carni Senior Vice President and Head of Auto Claims Farmers Insurance

12:00pm-12:30pm
Panel Discussion and Joint Q&A: Accelerate Claims Transformation Through #ClaimsTech

Panellists:

Deva Annamalai Head of Payments Solution Strategy Consulting Fiserv

Cal Hankins Vice President of Claims CSAA Insurance Group

Daniel Regan Vice President, Insurance SAP

Frank Carni Senior Vice President and Head of Auto Claims Farmers Insurance

Moderator: Margaret Resce Milkint Managing Partner The Jacobson Group

12:30pm-1:30pm
By Invitation Only: VIP Lunch Function Sponsored by Visa at Shedd A Room

By Invitation Only: VIP Lunch Function Sponsored by Honk at Shedd B Room
12:30pm-2:00pm
Networking Lunch at ABC level 1 Sponsored by Genpact
1:10pm-1:30pm
Guidewire Live Demo at the Innovation Stage
1:30pm-1:50pm
Zipwhip Live Demo at the Innovation Stage
Business Efficiency
(Pink Room)
Navigate from Low Touch to Straight Through Processing

Chair: Mitch Wein Senior Vice President of Research and Consulting Novarica

2:00pm-2:20pm
Prioritize Efficiency at Every Step – Move Along the Spectrum of Increased Automation
  • Explore the evolution of the automation landscape from workflow to cognitive automation, unlocking opportunities to relieve pressure on claims adjusters
  • Discover how robotic process automation (RPA) and AI can bust silos and boost fraud prevention

Veena Gregoire Head of Claims Intelligence & Business Application Support Allianz

2:20pm-2:40pm
Turn Data into Actionable Insights to Unlock New Business Efficiencies
  • Connect third party data sources such as fraud scoring services, weather forecast and hotel room booking services to create an intelligent work flow engine that can orchestrate complex data into actionable information to vastly improve customer experience
  • Discover how to provide a single point of integration to simplify the vast pools of data into automation actions, leading to improved claim resolution outcomes

George Grabowich Chief Product Officer Claimatic

2:40pm-3:00pm
Drive Agile and Efficient Innovation Throughout the Claims Organization
  • From FNOL to claims payment, discover how to embed new technologies to optimize resources and operate at full speed
  • Successfully navigate digital transformation by connecting technology and culture, bringing people up to speed and not making them afraid of what is to come

Laurie Pierman Vice President, Claim Operations Amerisure Insurance

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Navigate from Low Touch to Straight Through Processing

Panellists:

Robert Burns Vice President, Product Management Carpe Data

Veena Gregoire Head of Claims Intelligence & Business Application Support Allianz

George Grabowich Chief Product Officer Claimatic

Laurie Pierman Vice President, Claim Operations Amerisure Insurance

3:30pm-4:00pm
Afternoon Coffee and Networking at the Exhibition Hall – Sponsored by Cognizant
3:40pm-4:00pm
Nuxeo Live Demo at the Innovation Stage
4:00pm-4:20pm
Fraud Automation: Embrace Digital to Enable Straight Through Processing
  • Utilize data, AI and rapid claims processing to achieve a seamless claims process, extract costs and minimize fraud
  • Achieve timely and accurate prediction of fraud, litigation, recovery and severity and duration of claims

Sean Serafin Assistant Vice President, Special Investigations Unit USAA

4:20pm-4:40pm
Delight Your Policyholders - How to Leverage AI to Transform Claims Customer Experience And Mitigate Fraud Risk
  • How AI applied to fraud detection and claims automation augments the capabilities of claims handlers – freeing them to spend time on high-value tasks
  • Why AI is the ideal approach to gaining new efficiencies in the overall claims process

Jeremy Jawish CEO and Co-Founder Shift Technology

4:40pm-5:00pm
Connect the Last Frontier: Effectively Work with Supply Chain Partners
  • Automate tasks using rule-based technology to reduce or eliminate human dependency on invoicing and payment of suppliers
  • Ensure that all invoices are created accurately to guarantee quick payment of services and discover new opportunities for automation

John Langowski EVP, Chief Claims Officer Swyfft

5:00pm-5:30pm
Panel Discussion and Joint Q&A: Achieve Data-Driven Efficiency

Panellists:

Zander Steele Director of Enterprise Sales HyperScience

Sean Serafin Assistant Vice President, Special Investigations Unit USAA

John Langowski EVP, Chief Claims Officer Swyfft

Jeremy Jawish CEO and Co-founder Shift Technology

Cheryl Pytel VP Claims Products and Programs Hartford Steam Boiler

5:30pm-6:30pm
Networking Drinks at Exhibition Hall Sponsored by Insurance Nexus Awards
7:30pm
Connected Claims USA Official Roof Top Party at VU Rooftop Bar
Sponsored by VPay USA, Paul Davis and KPMG
Customer Experience
(Blue Room)
Achieve Seamless Experience

Chair: Stephen Applebaum Managing Partner Insurance Solutions Group

2:00pm-2:20pm
Leverage Technology to Revolutionize Customer Outcomes Through Unparalleled Communication Skills
  • Use data and predictive analytics to create actionable insights, improve communication with customers, vendors and employees, transform customer experience and enhance business efficiency
  • Technology does not add value on its own: Embed respect, empathy, and attentiveness whilst being mindful of fraud

Darin McCarthy Head of Claims Hippo

2:20pm-2:40pm
Data at the Right Time is the Key to a Seamless Claims Experience
  • Cut through the noise and access the information that will empower carriers to make the right decision for the customer
  • Change catastrophe response management with aerial image and artificial intelligence, enabling quicker and accurate claims response
  • Learn insights from OEM programs where the data improved the customer experience and expedited the claim reporting process

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

Doug Jentzsch Director of Marketing Verisk

2:40pm-3:00pm
From Product Design and Sales to Claims Processing: Your Customers Don’t See Silos and Neither Should You
  • The role of brokers and agents throughout the claims process for customers
  • Unlock the power of claims data across the insurance organization

Allan Robinson Executive Vice President of Field Operations and Sales Management and Chief Claims Officer Horace Mann Insurance

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Achieve Seamless Experience

Panellists:

James Swayze Executive CoreLogic | Symbility

Darin McCarthy Head of Claims Hippo

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

Allan Robinson Executive Vice President of Field operations and Sales Management and Chief Claims Officer Horace Mann Insurance

3:30pm-4:00pm
Afternoon Coffee and Networking at the Exhibition Hall – Sponsored by Cognizant
3:40pm-4:00pm
Nuxeo Live Demo at the Innovation Stage
4:00pm-4:20pm
Improve Customer and Employee Experience Whilst Driving Loss and Cost Reduction with AI
  • Discover the steps a traditional carrier should take to become a modern claims enterprise by embedding AI and software in the claims back-office
  • In order to have a dramatic impact you don't need to go through a dramatic digital transformation. Uncover a roadmap to transform without breaking the bank

Amrish Singh Head of Product Metromile

4:20pm-4:40pm
The Ultimate Telematics Use Case: Safety
  • Smartly leveraged, telematics delivers insurer crash insights and claims processing efficiencies that can positively impact loss adjustment expenses, cycle time and the customer experiences
  • Provide an end-to-end connected safety experience in the critical, emotionally-fraught moments following a car accident, while changing 100+ years of reactive claims dynamics

Jason Verlen SVP of Product Management CCC

4:40pm-5:30pm
Panel Discussion and Joint Q&A: Leverage Technology to Enhance the Customer Experience

Panellists:

Andy Hodge CEO Owl Cameras

Michele Schmitt Claims Product Manager Trov

Amrish Singh Head of Product Metromile

Jason Verlen SVP of Product Management CCC

5:30pm-6:30pm
Networking Drinks at Exhibition Hall Sponsored by Insurance Nexus Awards
7:30pm
Connected Claims USA Official Roof Top Party at VU Rooftop Bar
Sponsored by VPay USA, Paul Davis and KPMG
Strategy
(Green Room)
Drive Change Management

Karen Furtado Partner Strategy Meets Action

2:00pm-2:20pm
Lessons from the Transition to Agile and Away from Waterfall
  • Discover how to dynamically change to meet your customer’s needs and stay ahead of your competition
  • Explore the significant changes that a carrier must go through to become more agile, including cultural shift, resources allocation and prioritization

Andrew Pelcin Vice President Claims Data Analytics Implementation Chubb

2:20pm-2:40pm
Provide Options When It Matters the Most: Innovating the Last Mile
  • Extend the customer-centric approach to claim payment processing, ditching cumbersome paper-based payments for electronic solutions that exceed payee expectations while delivering efficiencies
  • Painlessly innovate the approach to claim payment processing, moving closer to “frictionless payments” while maintaining security, privacy and cost efficiencies

Jeffrey W Brown President VPay

2:40pm-3:00pm
Overcome the Press on Resources to Improve Catastrophe Response
  • Discover how to use multichannel claim resolution methods to scale claims processing
  • What is 4D and why does it matter? Discover how the solution output is used to support more accurate claim resolutions

David S Williams Vice President of Claims Texas Windstorm Insurance Association

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Drive Change Management

Panellists:

Neil Osika Sales Director Workfusion

Jeffrey W Brown President VPay

Andrew Pelcin Vice President Claims Data Analytics Implementation Chubb

David S Williams Vice President of Claims Texas Windstorm Insurance Association

3:30pm-4:00pm
Afternoon Coffee and Networking at the Exhibition Hall – Sponsored by Cognizant
3:40pm-4:00pm
Nuxeo Live Demo at the Innovation Stage
4:00pm-4:20pm
Make Change a Competitive Advantage –Successfully Implement Change Management Strategies
  • To succeed in today’s fast changing world, carriers must plan for how their company will transform not just today, but next month, next year and five years down the road
  • Enable your workforce to meet the competing demands of the customer our business partners while continuing to increase efficiency and reduce costs

Jon Thornton Claims Strategy Leader Westfield Insurance

4:20pm-4:40pm
Are You Truly Prepared for the Future of Claims?
  • Benchmark against your industry peers how prepared your organization is for the future based on the data-use spectrum
  • Obtain action steps to move forward into your desired state of data sophistication

Bill Brower Vice President, Claims Product Management LexisNexis Risk Solutions

4:40pm-5:00pm
Leading a Tech-Enabled Workforce
  • There is no shortage of ways to enhance our claims practices through technology, but sometimes integrating those tools into existing operations can be even more difficult than developing the tools themselves
  • In this session, Kristen will share what she’s learned about leading an organization through their journey to improve efficiency and deliver customer value through technology

Kristen Vicino Vice President Claims Shared Services Liberty Mutual Insurance

5:00pm-5:30pm
Panel Discussion and Joint Q&A: Deliver Fast and Accurate Decision Making

Panellists:

Neal Silbert General Manager of Insurance DataRobot

Bill Brower Vice President, Claims Product Management LexisNexis Risk Solutions

Kristen Vicino Vice President Claims Shared Services Liberty Mutual Insurance

Jon Thornton Claims Strategy Leader Westfield Insurance

5:30pm-6:30pm
Networking Drinks at Exhibition Hall Sponsored by Insurance Nexus Awards
7:30pm
Connected Claims USA Official Roof Top Party at VU Rooftop Bar
Sponsored by VPay USA, Paul Davis and KPMG

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Day Two

8:00am-9:00am
Registration and Welcome Coffee at the Exhibition Hall
CLAIMS TECH – FOCUSED WORKSHOPS

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 prioritize and how to implement is a crucial component of a carrier’s transformation strategy.

With short and interactive presentations, this section of the agenda will cover what will dramatically impact claims, including its potential and the strategies to overcome implementation challenges

Tech Workshop
(Pink Room)
9:00am-9:50am
Accelerate Transformation to Maximize Impact – Discover How to Successfully Leverage Automation and Visual Claims

Among the exciting opportunities presented by AI and machine learning, successfully incorporating image analytics would have the biggest impact on customer experience.

In this interactive workshop, we’ll be exploring the opportunities and the challenges of implementation, including:

  • Get the practical insights to incorporate image analytics and digital technologies throughout the claims cycle
  • Collaborate with your peers on the best practices that are driving greater efficiency across the claims management process
  • Learn how to create a strong capabilities roadmap that leverages automation, virtual claims handling and analytics

Charlie Mihaliak Principal, Strategy and Business Transformation EY

Stephanie Behnke VP, Claims Strategy and Shared Services The Hanover Insurance Group

Nicolette de Guia Managing Director N7 Momentum

9:50am-10:40am
Data Integration: The Key to Unlocking Insights and Driving Exponential Business Efficiencies

The unprecedented rate at which carriers are capturing information continues to outpace their capacity to analyze and use it. The proliferation of data types, sensors, operational devices, and applications that collect the data is fuelling the status quo. In this workshop you will get the practical insights on how unlock data from your systems, orchestrate business processes that automate and optimize workflows including:

 

  • Learn how data integration and a 360-degree view of your data can align your goals of increasing both your financial performance and your customers’ experience
  • Understand how companies are liberating their data from silos, and using it to deliver results not previously thought possible

Steve Forcash Chief Strategy Officer, Insurance MarkLogic Corporation

Alan Demers Former Vice President Claims Innovation & Technology Nationwide

8:00am-9:00am
Registration and Welcome Coffee at the Exhibition Hall
CLAIMS TECH – FOCUSED WORKSHOPS

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 prioritize and how to implement is a crucial component of a carrier’s transformation strategy.

With short and interactive presentations, this section of the agenda will cover what will dramatically impact claims, including its potential and the strategies to overcome implementation challenges

Customer Experience Workshop
(Blue Room)
9:00am-9:50am
Use Technology to Increase the Bar for Customer Satisfaction at the Moment of Truth

There are so many different technologies and players impacting claims processing, and with carriers partnering with a range of organizations from device makers, data providers, security and service providers, these partnerships have a huge impact on the final claims experience.

How do you choose the technologies that will have the biggest impact for your organization, and what strategies can you use to best implement them?

In this interactive workshop, we’ll explore the key principles of implementing innovation that directly impact customer experience, plus tips to ensure your entire ecosystem works smoothly, including:

  • Turn inspiration into action and build a roadmap to shape the customer experience with digital interactions
  • Take away the strategies and the digital capabilities that are removing most of the traditional pain points in the claims experience

Mark Lindner Chief Revenue Officer Partstrader

Fausto Martin Founder and Principal Fausto J Martin & Co.

9:50am-10:40am
Digital Darwinism: Accelerate Innovation Velocity Through Adaptive Claims and Dynamic Processes

A faster airplane will not get someone into space. Likewise, Zurich and Snapsheet believe traditional digital automation is not enough to create the claims experience of the 21st century. 

In this interactive workshop you will get the strategies driving digital transformation, including:

  • Unlock value through new ‘bionic’ design principles
  • Reshape frictionless customer experience with innovative technologies

Ian Thompson Group Chief Claims Officer Zurich

Jamie Yoder President Snapsheet

8:00am-9:00am
Registration and Welcome Coffee at the Exhibition Hall
CLAIMS TECH – FOCUSED WORKSHOPS

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 prioritize and how to implement is a crucial component of a carrier’s transformation strategy.

With short and interactive presentations, this section of the agenda will cover what will dramatically impact claims, including its potential and the strategies to overcome implementation challenges

C-Suite Boardroom Strategy Session
(Green Room)
9:00am-9:50am
By Invitation Only: Innovative Thought Leadership: Strategic Implementation of Initiatives to Deliver Excellence

This invite-only workshop provides C-suite claims executives the exclusive opportunity to network with their peers and discuss the long-term trends and strategic priorities for transformative change across the claims function

Attendees will cover:

  • Focus on the big picture: Effectively prioritize transformation by identifying the most valuable elements to key stakeholders including management, employees and customers
  • Define and deliver results: Explore the most effective metrics to measure the ROI of claims transformation and tools to track and communicate the true value of change
  • How to change your organization: Explore the key elements for best-practice change management, including optimizing rollout timelines, effective contingency planning and driving an organization-wide culture change

Cassandra Hand Gallegos CEO and Chief Claims Officer CCMS & Associates

9:50am-10:40am
Modernize Claims with Emerging Capabilities

Are your applications ready for AI, automation and blockchain? Are they scalable, ready for any platform and able to deliver high-quality customer experiences?

Modernizing claims is a critical component for tomorrow’s success. In this hands-on workshop you’ll get practical insights on how to create a competitive advantage with cognitive capabilities, including:

  • Learn how insurers are implementing end to end cognitive claims capabilities across channels
  • Explore ways in which you can accelerate the modernization of your claims environment: from FNOL to payment, including reduction in overall fraud

Andrea Eichhorn Cognitive and Cloud Transformation Industry Solutions & Business Development (IS&BD) IBM

Wade Wickre Watson Financial Services - Insurance Financial Crimes Leader for North America IBM

10:40am-11:30am
Morning Coffee Break at the Exhibition Hall – Sponsored by Cognizant
11:00am-11:30am
Tractable Live Demo at the Innovation Stage
Plenary Session: Setting Strategy for the Future of Claims
11:30am-11:50am
Does Claims Culture Eat Digital Strategy for Breakfast?
  • How can insurance claims operate in a hyper convenient world? Are you ready to compete with Amazon-like companies?
  • Discuss how culture can be an enabler or inhibitor of digitalisation in claims, and why this matters to you
  • Understand the need of cultural alignment in collaborating with innovation partners

Ian Thompson Group Chief Claims Officer Zurich

11:50am-12:10pm
Power the Latest Innovation in Claims Payments: How to Exceed Customer Expectations When They Need You Most
  • Move from legacy payment methods like paper checks and deliver digital real-time payment
  • Discover the impact of real-time disbursements in case of disaster relief, loss of use and auto accidents and how it can provide fast access to funds when consumers need them the most

Mike West Vice President - Business and Government Disbursements Visa

12:10pm-12:40pm
Panel Discussion and Joint Q&A: Setting Strategy for the Future of Claims

Panellists:

Kiara Graham Learning Strategy Consultant D2L

Ian Thompson Group Chief Claims Officer Zurich

Mike West Vice President - Business and Government Disbursements Visa

Maria Cantu Vice President Property Claims USAA

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

12:40pm-1:30pm
By Invitation Only: VIP Lunch Function Sponsored by Quadient at Shedd A Room
12:40pm-2:00pm
Networking Lunch at ABC level 1 Sponsored by Go Moxie
1:10pm-1:30pm
Interactions Live Demo at the Innovation Stage
1:30pm-2:00pm
Van Ameyde Live Demo at the Innovation Stage
Plenary Session: Deconstruct Culture, Tech and Customer Needs to Achieve a New Future for Claims
2:00pm-2:20pm
Build the Strategy and Digital Capabilities to Succeed in the Age of the Customer
  • Use every interaction to build trust and loyalty by delivering transparent and real-time communication in a truly frictionless customer experience
  • Get exclusive insights on how Esurance is driving a customer-obsessed culture to make the experience of buying, owning and using insurance surprisingly painless

Eric Brandt Managing Director & Chief Customer Advocate Esurance

2:20pm-2:40pm
Future Proof Your Claims Transformation Initiatives: Deep Dive into Changing Customer Expectations
  • From Gen Y to Gen Z – identify how their differences will shape the future of claims
  • Acknowledge a new generation has entered the workforce – how ready are you for their expectations?

Andi Dominguez Global Insurance & Healthcare Product Marketing Manager Quadient

2:40pm-3:00pm
Innovate Towards the Future: How Technology is Accelerating the Claims Process and Providing Choice to our Customers
  • Discover how Assurant is leveraging technology and reimagine pain points to handle claims without human processing, improving customer satisfaction whilst reducing processing time and costs
  • Hear how these developments can address the challenges claims professionals forecast in the years ahead

Alex Punsalan Senior Vice President, Head of Global P&C Claims Assurant

3:00pm-3:30pm
Panel Discussion and Joint Q&A: Deconstruct Culture, Tech and Customer Needs to Achieve a New Future for Claims

Panellists:

Eric Brandt Managing Director & Chief Customer Advocate Esurance

Andi Dominguez Global Insurance & Healthcare Product Marketing Manager Quadient

Alex Punsalan Senior Vice President, Head of Global P&C Claims Assurant

Moderator: Stephen Applebaum Managing Partner Insurance Solutions Group

3:30pm-3:50pm
Connected Claims Conference Wrap Up

Neal Silbert General Manager Insurance DataRobot

3:50pm-4:00pm
Closing Remarks

Stephen Applebaum Managing Partner Insurance Solutions Group

June 5th – Innovation Stage

10:30am-10:50am
VISA LIVE DEMO

Visa and Commerce Payments join forces to help clients expedite payouts when customers need them the most

  • Traditional claims payouts, for single and multi-party claims, are done via paper checks and lack the speed and convenience that is necessary for disaster relief, loss of use, and auto accidents
  • Commerce Bank’s direct to debit card solution, enabled by Visa Direct and available via the bank’s PreferPay portal, allows insurance companies to deliver payouts faster and effortlessly, when they’re needed the most, with no change to adjusters workflow

Anuj Bathla Senior Director, Business and Government Disbursements Visa

Lenny Richileau Industry Consultant Commerce Bank

11:00am-11:30am
It's Not About The Tech - Listen To Your Insured's Perspective To Become More Than Just Another Carrier
  • What your customer is really doing behind the scenes and why it matters to you
  • Become an extension of your clients' risk and safety strategy
  • Reinvent the customer experience from their point of view

David Wald CEO/CO-Founder Aclaimant

11:40am-12:10pm
Aim, Click, Adjust: How PLNAR’s AI and AR Is Changing the Claims Landscape
  • Easily capture all required claim data with Augmented Reality guided Smart Photos
  • PLNAR AI enables Smart Analysis for claims estimations
  • Put your desk adjuster directly in the room, with full context

Andy Greff CEO PLNAR

1:10pm-1:30pm
GUIDEWIRE LIVE DEMO

Empowering customer innovation

See how a Smart-Modern Core system:

  • Allows Carriers to separate themselves from the ordinary
  • Provides a platform to leverage creative channels of engagement
  • Creates a robust claims Eco-System. Can it really only be a click away?

Sherri L. Handke Senior Claims Consultant Guidewire

1:30pm-1:50pm
ZIPWHIP LIVE DEMO

“Text or call me back” – Making claims communication more efficient with two-way texting

  • Enable claims representatives with two-way, conversational texting from a computer using the business phone numbers they currently make phone calls with
  • A secure enterprise grade texting solution which creates immediate workflow and customer experience enhancements
  • Customers aren’t answering the phone and prefer to text you. Let them!

Brendan Moore Vice President of Enterprise Sales Zipwhip

2:00pm-2:30pm
Using Technology to Simplify
  • Use your own data to improving Subrogation results
  • Streamlining the Total Loss process by effectively and expediently dealing with loan payoffs
  • Checking the boxes to show the benefits

Fausto Martin Founder Fausto J Martin & Co.

3:00pm-3:30pm
Putting in the work: Building the foundation to get value out of machine learning
  • Machine Learning Explained
  • Improving your odds by improving your data
  • Reducing Email with a single source of truth

Cameron MacArthur Founder and CEO A.I. Insurance Inc.

3:40pm-4:00pm
NUXEO LIVE DEMO

Deliver tomorrow’s claims solutions today with Nuxeo’s low-code content services platform powered by artificial intelligence

  • Learn how insurance organizations are leveraging AI to expedite claims processing and decrease settlement times while delivering more consistent business outcomes
  • Faster and more scalable than any other content services platform, see how Nuxeo’s Low-Code environment helps insurers quickly develop and deploy claims solutions
  • Don’t miss this demo to see the power of the Nuxeo Content Services Platform and for the chance to win an Apple Watch!

Thibaud Arguillere Senior Solutions Architect Nuxeo

Frank Rocha Director of Global Financial Services Strategy and Solutions Nuxeo

4:10pm-4:40pm
CLAIMBOT LIVE DEMO

Enhance and Automate the Claims Experience: How Claimbot’s AI-powered chat engine drives results for Audi/Silvercar and Brightside Cover.

  • Leverage Claimbot’s Building Blocks to overcome the limitations of your out-of-the-box claims portal.
  • Use AI to Expand to 24/7 coverage avoiding peak times
  • Automate 40% of your inbound traffic, while preserving net promoter scores

Miguel Fernandez Founder Claimbot

5:30pm
Networking Drinks at Exhibition Hall
Sponsored by Insurance Nexus Awards


June 6th – Innovation Stage

11:00am-11:20am
TRACTABLE LIVE DEMO

AI in the real world: Lessons from implementing AI

  • See expert AI processing unseen photos live in seconds
  • Understand how to distinguish real AI from vaporware
  • Learn how to unlock value using AI in the real world

Julie Kheyfets Head of Business Development North America Tractable

11:30am-12:00pm
Putting in the work: Building the foundation to get value out of machine learning
  • Machine Learning Explained
  • Improving your odds by improving your data
  • Reducing Email with a single source of truth

Cameron MacArthur Founder and CEO A.I. Insurance Inc.

1:10pm-1:30pm
INTERACTIONS LIVE DEMO

Omnichannel Policyholder Experience Demonstration

  • See a true omnichannel experience where the context of the interaction carries seamlessly from one channel to the other
  • Discover how omnichannel can create a personal and contextualized experience where the policyholder does not need to repeat any information

Mike Fuller Senior Manager - Channel Marketing Interactions LLC

1:30pm-1:50pm
VAN AMEYDE LIVE DEMO

ValueChecker: The instant claim valuation solution

  • Average claims savings of over 30% on contents claims
  • Boost policyholder satisfaction
  • The fuel for your automated claims engine

Willem van der Hooft Director Van Ameyde International

2:00pm-2:30pm
PLNAR LIVE DEMO

Aim, Click, Adjust: How PLNAR’s AI and AR Is Changing the Claims Landscape

  • Easily capture all required claim data with Augmented Reality guided Smart Photos
  • PLNAR AI enables Smart Analysis for claims estimations
  • Put your desk adjuster directly in the room, with full context

Andy Greff CEO PLNAR

Opening Keynote:

Andreas Kleiner   |  CEO & President  |  American Modern Insurance Group

The Strategic Value of Claims for an Insurance Company

Connected Claims Keynotes:

Sean Burgess   |  Chief Claims Officer and Senior Vice President  |  USAA

Discover How USAA is Making Connected Claims a Priority By Building Exceptional Digital Interactions
  • Learn how USAA is keeping the customer as their top priority by scaling empathy across digital channels
  • Innovate and prepare your talent with the skills of the future

Corey Brundage  |  CEO, Founder  |  Honk Technologies

Your Road Map to Innovation: Develop the Agility to Partner, Pilot and Collaborate with InsureTechs
  • Transform your business in partnership with InsureTech startups: how to maximize success and avoid common pitfalls.
  • Are your procurement, legal, security, and financial teams setup to work with startups? Here’s a hint: they’re probably not.

Frank Carni  |  Senior Vice President and Head of Auto Claims  |  Farmers Insurance

The Win-Win Strategy: Leverage Technology to Improve Both Employee and Customer Experience
  • Move from a siloed and transaction-oriented process that isolates the customer to an ecosystem approach, integrating technology and human to drive unparalleled business efficiencies
  • Discover which data sets will empower claims reps and enable them to own the customer experience, transforming knowledge and technology to exceed customer expectations

Toni Tomic  |  Global Vice President Insurance  |  SAP Ariba

Drive Unmatched Business Efficiencies by Creating an Intelligent Network
  • Augment back-office operations with automation and intelligence that help adjusters make the best use of their time – and make decisions that positively impact customer satisfaction and overall business performance
  • Unify decision-making, performance benchmarking, and enterprise process management to drive innovation and growth
  • Empower managers with transparency into claims-management performance, such as claims-payment cycle times

Eric Brandt  |  Managing Director & Chief Customer Advocate  |  Esurance

Build the Strategy and Digital Capabilities to Succeed in the Age of the Customer
  • Use every interaction to build trust and loyalty by delivering transparent and real-time communication in a truly frictionless customer experience
  • Get exclusive insights on how Esurance is driving a customer-obsessed culture to make the experience of buying, owning and using insurance surprisingly painless

Mike West  |  Vice President - Business and Government Disbursements  |  Visa

Powering the Latest Innovation in Claims Payments: How to Exceed Customer Expectations When They Need You Most
  • Move from legacy payment methods like paper checks and deliver digital real-time payment
  • Discover the impact of real-time disbursements in case of disaster relief, loss of use and auto accidents and how it can provide fast access to funds when consumers need them the most

Andi Dominguez   |  Global Insurance & Healthcare Product Marketing Manager  |  Quadient

Future Proof Your Claims Transformation Initiatives – Deep Dive into the Changing Customer Expectations
  • From Gen Y to Gen Z – identifying how their differences will shape the future of claims
  • Acknowledge a new generation has entered the workforce – how ready are you for their expectations?

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown