A new paradigm in claims 

Capitalizing on the digital revolution to keep pace with customer expectations and deliver business results.


July 21 & 22 2020 | Hosted in our Online Boardrooms 

Covid-19 has accelerated the uptake of digital technologies that reduce human-to-human contact, increase automation and facilitate remote interaction. So, what does this mean for claims departments and the customer in 2020 and beyond?

Insurance Innovators’ roundtable on July 21 & 22, held in association with Smart Communications, is an invitation-only online event that will bring together senior experts in claims, digital, technology and strategy from across the insurance industry to explore the longer-term implications of this digital acceleration in claims.

View all speakers

View the agenda

The discussion

Will digital-only claims handling prove to be a long-term trend?

Where can the biggest gains in claims efficiency be leveraged?

How can carriers go above and beyond for the customer at point of claim, whilst also ensuring cost-effectiveness and efficiency?


Laurie Pierman

Vice President of Claim OperationsAmerisure Insurance

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Laurie Pierman
Laurie Pierman

Vice President of Claim Operations

Amerisure Insurance

Laurie Pierman is currently the Vice President of Claim Operations at Amerisure Insurance, headquartered in Farmington Hills, Michigan.  She has been in the industry, and with Amerisure, for over 30 years.  She began her career as a Work Comp adjuster but has subsequently held multiple roles in the Amerisure corporate office as well as in several field offices.  In her current role, Laurie is responsible for a variety of functions including Claims Analytics, SIU, Subrogation, Auto Physical Damage, Claim Intake, Claims Vendor Management and National Service.   In addition, she leads all Claims technology initiatives – including Amerisure’s claims system replacement project in 2015, when the company began using Guidewire’s ClaimCenter.

Larry Hogan

Account ExecutiveSmart Communications

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Larry Hogan Smart Communications
Larry Hogan

Account Executive

Smart Communications

Larry’s entire career has been focused on designing, developing, managing and marketing innovative technology-enabled business transformation solutions for the insurance and financial services industry.  For the past 20+ years he has been dedicated exclusively to developing solutions and strategies which dramatically improve how Insurance companies communicate and engage with their customers, agents, employees, and other key stakeholders.    Larry has been with Smart Communications for over 12 years.  Prior to joining Smart Communications, Larry was the Insurance Industry Executive at Exstream Software, spending 5 years with this organization, and was the Director of Product Marketing, Insurance and Financial Services Sector at the e-billing, e-statement presentment software pioneer BlueGill Technologies; transitioning to an expanded role after CheckFree Corporation (now part of FiServ) acquired BlueGill in 2000.   During most of the 1990’s Larry was a Senior Consultant within Capgemini’s Global Insurance Division.

Phillip Ostberg

Senior Product ManagerVlocity, a Salesforce Company

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Philip Ostberg, Vlocity
Phillip Ostberg

Senior Product Manager

Vlocity, a Salesforce Company

Phil has 20 years of experience in building insurance claims software, working in a wide range of capacities from managing systems integration projects at Fortune 100 carriers to leading product development efforts at industry-leading software companies. Phil is particularly passionate about using software to enable organizations to optimize efficiency by creating elegant user experiences and fostering a test and learn culture. At Vlocity, Phil is a product manager leading the Vlocity Claims product strategy, including product development, roadmap, and customer success initiatives.

John Kelsh

Director of ClaimsAllstate

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John Kelsh, Allstate
John Kelsh

Director of Claims


John Kelsh leads up strategy, design and delivery of digital product and business transformation for Allstate Claims. During John’s established career with Allstate, he has held leadership roles supporting auto, casualty and property claims both in field and head office operations including business process design and delivery of major technology projects, program management and strategy development. John is a co-author of the Allstate Claims Integrated Digital Enterprise strategy and currently leading the digital transformation initiative for Allstate claims. His team in partnership with technology and data science is responsible for digital strategy and business capability development enabling fundamental business model innovations for the 16,000 – employee claim organization.


July 21 at 2pm EST / 11am PST or July 22 at 2pm EST / 11am PST
90 minutes each 

• Enter the Online Boardroom via Zoom
• Introduction to the event

Larry Hogan, Account Executive, Smart Communications

Phillip Ostberg, Senior Product Manager, Vlocity, a Salesforce Company

• Introductions
• Envisioning the future: moving towards virtual claims handling

Laurie Pierman, Vice President of Claim Operations, Amerisure Insurance

• Roundtable discussion

Moderated by John Kelch, Director of Claims, Allstate

  • What have been the biggest lessons for claims departments in 2020 so far?
  • How can technology be used to drive operational and cost efficiencies as well as to meet customer needs?
  • What must be done to successfully combine digital-first technologies and human-centred solutions?
  • What does an intuitive claims experience look like?
  • Is the future of claims 100% digital self-service?
  • From ‘detect and repair’ to ‘predict and prevent’: how is the role of claims departments evolving?
• Closing remarks

Request an invitation

This roundtable discussion is designed for senior executives in claims, digital, technology and strategy from across the insurance industry.

Fill in this short form if you meet the above criteria and would like to participate in the discussion on July 21 or July 22 2020. All invitation requests will be vetted and approved (or declined) by the organizer.

Sponsored by

Smart Communications is the only provider of a cloud-based, next-generation customer communications platform. More than 500 global brands rely on Smart Communications to deliver meaningful customer communications across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The company offers a range of solutions including SmartCOMM, SmartCOMM for Salesforce and SmartDX. In July 2019, the company acquired global digital transformation software company, Intelledox to further enhance its leadership in customer experience-driven communications.

In association with

Vlocity | Future of Utilities

Vlocity delivers cloud and mobile software that embed industry-specific functionality and processes for customer-centric industries. Built in partnership with Salesforce, the world’s #1 CRM company, Vlocity enables companies to deliver an omnichannel experience, achieve greater sales and service agility, and capture faster value from the cloud. Vlocity Insurance & Financial Services apps are a modern, enterprise-scale suite of omnichannel solutions which power business processes for producers, brokers, channel managers, contact centers, and consumers on top of the Salesforce platform. Designed for Property and Casualty, Life and Annuities, Employee Benefits, and Specialty Lines of business, Vlocity provides guided, digital interfaces for processes across the customer journey, including quoting and applications, service, account management, renewals and claims. These processes can be configured without code and deployed to any device or channel and integrate seamlessly with back-office and third-party systems.

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