Episode 8: Claims in the digital age

Thursday 26 November

Agenda

All timings set in GMT

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Part 1
Thursday, 26 November 2020 26 Nov

Part 2
Thursday, 26 November 2020 26 Nov

Session 1

Part 1: A new paradigm in claims

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09.10

From the studio

Lindley Gooden, Founder and Cheerleader-in-Chief, Greenscreen, will moderate the discussions and debrief with insurance gurus


Lindley Gooden

Journalist & Filmmaker,

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09.20

Keynote

Claims in 2020: a retrospective

Hear how the events of 2020 have affected claims departments and what the implications may be in the longer term. What have been the biggest lessons? Will we see a return to onsite assessments and call-centres? Could digital-only claims handling prove to be a long-term trend?


Jochen Haug, Allianz
Jochen Haug

Chief Claims Officer
Allianz Germany

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09.35

From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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09.45

Keynote

Parametric insurance: offering certainty in an unpredictable world

  • From ‘Acts of God’ to business interruption: where can parametric insurance be utilised?
  • 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?
  • Will parametric claims be exclusively settled on smart contracts? In what timeframe is this likely to happen?

Adam-Rimmer, FloodFlash | Insurance Innovators
Adam Rimmer

Co-founder
FloodFlash

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10.00

From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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10.10

Panel discussion

Starting with an “everything is possible” mindset: envisioning the future of claims

  • What does an intuitive claims process look like?
  • How are drones, videos and satellites enabling real-time updates between insurer and site of claim?
  • From ‘detect and repair’ to ‘predict and prevent’: how is the role of claims departments evolving?
  • How can claims departments harness big data, IoT, AI and ML tools to build preventative services?
  • How can insurers successfully integrate into the larger claims’ ecosystem?

Nick Smith, AXA
Nick Smith

Claims Transformation Director
AXA

Dave Thompson, Tesco Underwriting | Insurance Innovators
Dave Thompson

Director of Claims
Tesco Underwriting

Martin Kroos
Martin Kroos

Head of Claims
Achmea

Eric Sibony photo, Shift Technology, Insurance Innovators speaker
Eric Sibony

Co-founder and CSO
Shift Technology

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10.40

Live Q+A in the studio

The speaker will take questions from the audience before we continue the discussion with our pundits live in the studio.


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10.55

Coffee break + networking

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Session 2

Part 2: Customer-focused claims

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11.20

From the studio

Lindley Gooden, Founder and Cheerleader-in-Chief, Greenscreen, will moderate the discussions and debrief with insurance gurus


Lindley Gooden

Journalist & Filmmaker,

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11.30

Keynote

Next-gen customer-centric claims


Grace Hanson

Chief Claims Officer
Hiscox

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11.45

In conversation

Inspiring delight at the point of claim: keeping pace with expectations

Join two industry experts as they explore how insurers can keep pace with customer expectations in the digital age. Topics discusses will include:

  • To what extent have customer expectations at the point of claim changed as a result of Covid-19?
  • What steps are being taken by insurers to fix customer bug bears?
  • How can insurers offer a seamless, real-time and highly personalised claims experience?
  • Is the future 100% digital self-service?

Paul Zarzara, Uniqa, Insurance Innovators
Paul Zarzara

Head of Insurance Claims Division
UNIQA

Gijsbert Cox photo, Appian, Insurance Innovators speaker
Gijsbert Cox

Industry Leader, Insurance Europe
Appian Corporation

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12.10

From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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12.20

Panel discussion

Creating the optimal claims experience: technology + human

  • Striking the right balance: how can claims technology be used to drive operational and cost efficiencies as well as to meet customer needs?
  • What is the most effective way of combining digital-first technologies and human-centred solutions?
  • How can claims departments create a smooth transition from virtual assistant to human agent?
  • From FNOL to settlement: how can the power of virtual assistants be harnessed in claims?
  • Compassion and virtual care: what is the future of emotionally intelligent tech in claims?
  • Will call centres operated by human agents be made redundant by new tech?

Val Uvarov, Zego
Val Uvarov

Head of Claims
Zego

Andrew Fairclough, Zurich
Andrew Fairclough

Global Head of Claims Operational Excellence
Zurich

Tim Spreadbury, Carrot Insurance, Insurance Innovators
Tim Spreadbury

Head of Claims
Carrot Insurance

Tractable

Senior Representative
Tractable

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12.50

Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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13.05

End of episode