Where the future of claims unfolds

10 March 2020 – Insurtech Evening

11 March 2020 – Main Conference

Hilton Tower Bridge, London

Insurance Innovators: Fraud & Claims

As part of Insurance Innovators: Fraud & Claims

Filled with thought-provoking presentations, technology spotlights, CX case studies and more, Insurance Innovators: Claims is carefully curated to meet the needs of claims professionals today.

Hear 25+ claims experts present success stories and lessons they’ve learned, be inspired by the dialogue between incumbents and insurtechs, and join in the conversation during the workshops, panel discussions and ‘Ask the Experts’ sessions.

Hot

Topics

 

 

The changing claims landscape

Hear from experts about how different technologies are transforming the claims process and the biggest trends to look out for in 2020.

Technology spotlights

Stay ahead of the curve and be inspired by quick-fire technology presentations delivered by innovators who are shaking up the claims space.

The whiplash portal

Get updated about the most important regulation this year and learn how the new portal is set to revolutionise personal injury claims.

What does an excellent CX look like?

The burning question every insurer is striving to answer and deliver! Hear how claims departments can rise to meet 21st century expectations and deliver an excellent customer experience.

Making the perfect claims experience an operational reality

Learn how you can deliver results in your company by quizzing industry experts.

Speakers

Jessie Burrows, Direct Line Group | Insurance Innovators

Jessie Burrows

Managing Director – Claims and Finance, Direct Line Group

Dave Thompson, Tesco Underwriting | Insurance Innovators

Dave Thompson

Director of Claims, Tesco Underwriting

Martin Kroos

Martin Kroos

Head of Claims, Achmea

Sam White

Sam White

Chief Executive Officer, Pukka Insure

David Fineberg, Generali

David Fineberg

Head of Claims, Generali

David Anderson, Liberty Mutual, Insurance Innovators

David Anderson

Director of Technology, Liberty Mutual

Andrew Moore, RSA

Andrew Moore

Director of Pet Claims, RSA

Vicki Heslop, Covea Insurance | Insurance Innovators

Vicki Heslop

Head of Customer Claims – Personal Lines, Covéa Insurance

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Collaborate and solve your problems

You asked and we delivered! Our two afternoon workshops, combining Insurance Innovators: Fraud and Insurance Innovators: Claims, will facilitate original discussions around the most pressing issues facing fraud and claims departments. Collaborate, engage and come away feeling inspired with practical insights to take back to your organisation.

Workshop 1

Human + Tech: finding the balance

Workshop 2

Working across departments to combat fraudulent claims

Dicussion points include:

  • Reframing the debate: is the future of insurance human plus technology, or human vs technology?
  • How can fraud and claims departments integrate new technologies alongside existing expertise?
  • When is the appropriate moment for humans to take over from tech in fraud investigations and the customer experience process?
  • Anticipating change: how will technology create skills gaps and how can insurers adapt?
  • Overcoming challenges: what currently stands in the way of harmonious integration?

Dicussion points include:

  • Achieving the dream: what does a holistic claims-fraud process look like?
  • Challenging well-established cultures: what are the first steps to increasing collaboration between departments?
  • Breaking down siloes: how can insurers ensure that all departments have all relevant information?
  • What new technologies can be adopted to facilitate greater collaboration?

Agenda

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Insurance Innovators: Claims 2020 Wednesday, 11 March 2020

09.00

Welcome address and chair's opening remarks

Session 1

09.10 - Claims – the future in focus

Keynote address

Claims in a digital age


Jessie Burrows, Direct Line Group | Insurance Innovators
Jessie Burrows

Managing Director – Claims and Finance , Direct Line Group

A new era of claims: parametric insurance

  • From ‘Acts of God’ to business interruption: where can parametric insurance be utilised?
  • Building a resilient world: how can parametric insurance help close the protection gap?
  • Exploring the extent to which parametric insurance can significantly reduce claims pay-out time
  • Revolutionising claims: what are the next steps for wider adoption of parametric insurance?

Adam-Rimmer, FloodFlash | Insurance Innovators
Adam Rimmer

Co-founder , FloodFlash

Leaders’ forum

Navigating the changing claims landscape

  • Where can the biggest gains in claims efficiency be leveraged across both personal and commercial lines?
  • How are new technologies transforming the claims process?
  • How is telematics, drone and IoT data set to increase the speed of claims service?
  • Fad or future: is blockchain here to stay?
  • Evolution of personal injury claims: what trends are emerging?
  • Fad or future: to what extent can blockchain play a role in the claims process?
  • Finding the right balance: combatting fraud whilst putting customer first at point of claim

Dave Thompson, Tesco Underwriting | Insurance Innovators
Dave Thompson

Director of Claims , Tesco Underwriting

Martin Kroos
Martin Kroos

Head of Claims , Achmea

Sam White
Sam White

Chief Executive Officer , Pukka Insure

David Fineberg, Generali
David Fineberg

Head of Claims , Generali

Session 2

11.20 - Quick-fire technology spotlights

Spotlight

Chatbots? Now you’re talking

  • 24/7 instantaneous support: what role can chatbots play in handling claims and enhancing CX?
  • Evolution of chatbots: understanding a client’s needs and when to transition from bot to human
  • How can chatbots be used to help detect fraud?
  • Chatbots providing a new data source: how can insurers capitalise on bot advances?

Louise McCormack, AA Ireland | Insurance Innovators
Louise McCormack

Customer Lifecycle Manager , AA Ireland

Spotlight

A picture paints a thousand words

  • Removing pen and paper: how can claims teams make use of advancing digital visual evidence?
  • Reducing time and costs: drones, videos and 3D imagery
  • Exploring possibilities of real-time validation and accurate appraisals of damage and repair costs
  • How will visual evidence lead to greater trust and transparency between customer and insurer?

Ashish-Umre, AXA XL | Insurance Innovators
Ashish Umre

Head of Artificial Intelligence , AXA XL

Spotlight

Voice recognition

  • How will natural language processing change the claims game?
  • Providing the right response: detecting and interpreting customer emotions and linguistics
  • Fraud detection: possibilities of checking a caller voiceprint against a blacklist of known fraudsters
  • Improving the customer claims experience: is voice recognition a solution for all demographics?

David Anderson, Liberty Mutual, Insurance Innovators
David Anderson

Director of Technology , Liberty Mutual

Spotlight

The Whiplash Portal

  • How will the Whiplash Portal revolutionise the claims process?
  • What lessons have been learned since the testing phase last autumn?
  • Finalising the product: what still needs to be done?
  • Emerging risks and unintended consequences: what can be expected from fraudsters after the reforms?

Session 3

14.15 - Workshops

In this session delegates will have the chance to attend workshops running simultaneously across the Insurance Innovators: Fraud and Insurance Innovators: Claims events


Workshop 1

Human + Tech: finding the balance

Discussion points will include:

  • Reframing the debate: is the future of insurance human plus technology, or human vs technology?
  • How can fraud and claims departments integrate new technologies alongside existing expertise?
  • When is the appropriate moment for humans to take over from tech in fraud investigations and the customer experience process?
  • Anticipating change: how will technology create skills gaps and how can insurers adapt?
  • Overcoming challenges: what currently stands in the way of harmonious integration?

Juliet Walker-Smith, BGL Group | Counter Fraud 2019 | Insurance Innovators
Julia Walker-Smith

Associate Director – Fraud , BGL

Workshop 2

Working across departments to combat fraudulent claims

Discussion points will include:

  • Achieving the dream: what does a holistic claims-fraud process look like?
  • Challenging well-established cultures: what are the first steps to increasing collaboration between departments?
  • Breaking down siloes: how can insurers ensure that all departments have all relevant information?
  • What new technologies can be adopted to facilitate greater collaboration?

Steve Jackson, IFIG | Insurance Innovators
Steve Jackson

Chair , Insurance Fraud Investigators Group

Session 4

15.30 - Claims in the age of customer experience

Case Study | Achmea

Behind the scenes of an excellent claims experience

In this case study, Martin explains how Achmea has built an excellent claims experience and holds a leading position in the Dutch market. Drawing on a wealth of experience, he discusses how to overcome the challenges of working in a large insurer including how to implement new tech strategies and work effectively across departments. Charting the in-house transformation, this session will shed light on the operational aspect of delivering an excellent customer experience and how this success can be shared.


Martin Kroos
Martin Kroos

Head of Claims , Achmea

Panel Discussion

Putting the customer at the heart of claims

  • Dealing with the emotional aspect: cultivating empathy and loyalty in the claims journey
  • Diversifying into new channels: how are customers’ communication demands evolving? How must insurers respond?
  • Exceeding customer expectations: reducing claim time and costs with instant pay-outs
  • The need for transparency: meeting customer demands for live tracking and real-time updates
  • How can wider industry partnerships improve the overall claims experience?

Andy Whitehead, So-Sure | Insurance Innovators
Alex Whitehead

Head of Insurance , so-sure

Andrew Moore, RSA
Andrew Moore

Director of Pet Claims , RSA

Will Paskins, Zurich | Insurance Innovators
Will Paskins

Head of Claims Digital Experience , Zurich Insurance Group

Vicki Heslop, Covea Insurance | Insurance Innovators
Vicki Heslop

Head of Customer Claims – Personal Lines , Covéa Insurance

Ask the experts

Making the claims dream an operational reality

  • What challenges do insurers face when implementing a new tech strategy?
  • The in-house transformation: what are the first steps?
  • How can new technologies drive economies of scale and reduce claims handling costs?
  • Putting everyone on the same page: how can insurers harmonise data and overcome siloes?
  • Security and storage: how can cloud solutions transform claims operations?
  • Technology plus culture: how to achieve the ultimate transformation success story

Melissa Boyars, Generali | Insurance Innovators
Melissa Boyars

Claims Operations Manager , Generali

17.20

Chair's closing remarks and drinks reception

“A great conference that actually offers great insights into future trends and how to tackle the digital challenges ahead!”

“This was a great event, well represented with senior leaders discussing and debating current topics and challenges affecting the claims environment.”

“Excellent conference with quality content and attendees. Definitely recommend for those who focus on digital transformation and new industry trends!”

Head of Analytics, Uniqa

Claims Director, 1st Central

Chief Executive Officer, Wilov

PARTNER WITH US

“We’ve worked with Insurance Innovators for a number of years, they really know their audience. If we have any specifications or requirements, they’ll bend over backwards to put us in touch with the right people.” Guidewire

 

Our attendees tell us their aim is to make meaningful connections with solutions providers. With this in mind, we have created a range of sponsorship opportunities that can help you raise your profile and reach the right people.

2019 Sponsors

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Who attends

Tickets

All tickets include:

Full access to Insurance Innovators: Fraud & Claims (including Insurance Innovators: Fraud and Insurance Innovators: Claims), lunch & refreshments and a drinks reception

Group Discount

15% off

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