Insurance Innovators Festival

The Big Meet-Up

18 November 2021
QEII Centre, London

Be part of the ultimate insurance reunion. 

We’re bringing the insurance community back together again this Autumn, and this time it’s face-to-face.

With three stages packed full of visionary insights, collaborative think tanks and endless networking opportunities, The Big Meet-up gives you everything you’d want and more. Strap yourselves in for an unforgettable experience.

Experience Everything

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3 Studios

 

Join the live audience in one of our three buzzing broadcasting studios. We’ll be giving you the ultimate TV studio experience, satisfying your hunger for top-quality live content and re-uniting some of the biggest names in insurance.

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The Solutions Bar

 

Come join us at The Solutions Bar, where we’ll be serving free beer and good coffee all day! Grab a drink, mingle with new people, and embrace the buzz of social interaction we’ve all been craving.

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The Ideas Garden

 

Whether you’re looking to network or simply talk about the latest innovations, the Ideas Garden is the perfect spot for your 1-to-1 meetings to get those important conversations started.

Hot Topics

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Purpose-led insurer

 

From proactively tackling climate change to implementing ESG initiatives and championing diversity and inclusion in the workforce – hear from Tim Bailey, CEO of Zurich, and others as they discuss what it means to be a ‘purpose-led’ insurer in 2021.

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Product & Pricing

 

Take a deep-dive into the world of new products, propositions and pricing models. Learn about the commercial opportunities of underinsured markets, the rising demand for cyber products and the implications of this year’s pricing regulation. It’s all here!

MoneyLIVE Autumn Festival, MoneyLIVE Banking Event

Ecosystems & Distribution

 

Insurance is entering an exciting new age of distribution! The Chief Innovation Officer of Ping-An shares his perspective on being an ecosystem orchestrator and the panellists discuss everything from embedded insurance to aggregators and open finance.

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Trust

 

 

Opening this session Sian Fischer, CEO of the CII explores the topic ‘Rebuilding trust in insurance’. A panel discussion follows covering key topics including: increasing clarity and transparency, winning trust around data and the move to a proactive proposition.

MoneyLIVE Autumn Festival, MoneyLIVE Banking Event

Digital Transformation

Digital transformation was unavoidable in 2020, but how has the conversation shifted since then? Representatives from AXA, Admiral and RSA uncover what ‘meaningful and focused’ transformation looks like and how insurers can strive for operational resilience.

MoneyLIVE Autumn Festival, MoneyLIVE Banking Event

CX

 

Hear how new tech is transforming the traditional customer journey by delivering simplicity, convenience and personalisation. From voice technology to video chat and robo-advice, our experts unveil what’s fad vs what’s here to stay.

MoneyLIVE Autumn Festival, MoneyLIVE Banking Event

Future workforce

 

More than just *that* office chat, this session will navigate big topics including: enhancing employee experience, preparing for a human + digital workforce and attracting a diversity of thought and talent for the next generation of insurance.

MoneyLIVE Autumn Festival, MoneyLIVE Banking Event

Claims

 

 

Hear how industry innovators are reimagining claims with cutting-edge technology. Experts share their thoughts on the possibilities of computer vision, geospatial analytics and virtual assistants to shake up the claims experience and re-write the rulebook.

Speakers

Tim Bailey, Zurich Photo

Tim Bailey

Chief Executive Officer, UK, Zurich

Jonathan Larsen, Ping An, Insurance Innovators Summit

Jonathan Larsen

Chief Innovation Officer, Chairman and Chief Executive Officer , Ping An

Sian Fisher

Chief Executive Officer, Chartered Insurance Institute

Stephanie Smith

Chief Operating Officer, UK, Allianz

Alistair Hargreaves, Admiral Photo

Alistair Hargreaves

Chief Operating Officer, Admiral

Charlotte Halkett, Bought By Many

Charlotte Halkett

Chief Commercial Officer, Bought By Many

David Germain

Chief Information Officer, RSA

Kenny Leitch

Product & Pricing Director, RSA

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The Big Meet-up
Thursday, 18 November 2021 18 Nov

Session One

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STREAM
Studio 1: Becoming a purpose-led insurer 1
Studio 2: New products, new propositions, new pricing models 2
Studio 3: Open everything! A new age of ecosystems and distribution 3

Studio 1: Becoming a purpose-led insurer

Keynote

Sustainability, inclusion and diversity: what does it mean to be a purpose-led insurer


Tim Bailey, Zurich Photo
Tim Bailey

Chief Executive Officer, UK
Zurich

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Fireside chat

Tackling climate change head on

  • What are the most effective steps insurers can take to both slow and accommodate climate change?
  • From reducing carbon footprint to carbon offsetting: how can insurers have a genuinely positive environmental impact?
  • Building back better: incorporating climate-proofing into insurance-financed repairs
  • Repair not replace: how can insurers reduce waste in claims?
  • ‘Proactive insurance’: encouraging customers to participate in insurer’s environmental efforts
  • Could insurers harness data from connected devices to help customers to lower their own environmental footprint?

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Panel discussion

Making the purpose-led insurer a reality: exploring the practicalities

  • Becoming an ethical organisation: creating a purpose-led proposition to guide brand culture and business strategy
  • Delivering reliability, security and confidence for customers: exploring the social benefits of closing the protection gap
  • Delivering for customers facing hardship: what more needs to be done?
  • Addressing societal and environmental concerns: taking the lead in cross-industry initiatives to cover future risks
  • Putting ESG at the heart of investment strategy: what are the implications on investment returns?
  • Championing diversity and inclusion in the workforce: spearheading change for the future
  • More than a PR exercise: becoming purpose-led to boost loyalty, brand differentiation and competitive advantage

Suzanne Scatliffe

Global Corporate Social Responsibility Director
AXA XL

Anne Van den Bergh

Director, Sustainability
Ageas

Tali Shlomo

Inclusion and Diversity President
Swiss Re

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Studio 2: New products, new propositions, new pricing models

Keynote

Cracking emerging markets: product innovation for new mobility


Nick Pester

Group General Counsel
Zego

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Fireside chat

Cyber insurance: on the brink of going mainstream? 

  • Why has cyber insurance been slow to gain traction to date?
  • Pricing cyber risk more accurately: how can AI lend a hand?
  • The challenge of upselling in recession: have tough market conditions reduced the appetite for new cyber products?
  • Will ‘off the shelf’ cyber products take the line mainstream? Or is parametric the solution for cyber risk?
  • What’s the potential market for a personal lines cyber product?
  • Will more stringent data protection regulation act as a catalyst in the commercial cyber market?

Gareth Wharton

Cyber Chief Executive Officer
Hiscox

Neil Arklie, Aviva
Neil Arklie

Head of Cyber
Aviva

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Panel discussion

Exploring new pricing and revenue models in insurance

  • Price discrimination against existing customers: how must pricing models change as this practice becomes unviable?
  • IoT and advanced analytics: how is new tech facilitating usage-based insurance and other innovative pricing models?
  • The prospect of auto-switching: what is the likely time frame? And how will the role of aggregators change?
  • How can insurers successfully broaden customers’ focus beyond price? Are value-added services the solution?
  • Can insurers successfully move to subscription models? How can the impediments be overcome?
  • Looking at the impact of insurtechs: shaking up traditional pricing and revenue models, this year and beyond
  • Integrating into ecosystems: how will partnerships and innovation create new products?

Kenny Leitch

Product & Pricing Director
RSA

Paul Brandstaetter, Uniqa | Counter Fraud 2019 | Insurance Innovators
Paul Brandstaetter

Head of Product and Market Management
UNIQA

Mark Townsend - BGL Group
Mark Townsend

Managing Director, Motor and Home
BGL Group

Russell Corbould-Warren, Collective Benefits | Insurance Innovators
Russell Corbould-Warren

Chief Underwriting Officer
Collective Benefits

Gareth Rees

Senior Automotive & Mobility Solutions Manager
Swiss Re

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Studio 3: Open everything! A new age of ecosystems and distribution

Keynote

Becoming an ecosystem orchestrator: grasping the opportunity


Jonathan Larsen, Ping An, Insurance Innovators Summit
Jonathan Larsen

Chief Innovation Officer, Chairman and Chief Executive Officer
Ping An

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Fireside chat

APIs: radical innovation in a new world order

  • Integrating and accessing data from multiple sources: creating new insight-driven offerings for the customer
  • Innovating with APIs: what does a successful API-first business model look like?
  • What new revenue sources and models are available to insurers?
  • Distribution cost-savings: what is needed to facilitate digital integration into wider ecosystems and APIs?
  • Cracking the ramifications of open banking for insurance
  • Open insurance and the standardisation of APIs: have we seen any developments this year?

Yanna Winter, Generali
Yanna Winter

Chief Information Officer
Generali

Vinod Kachroo

President
Innoveo

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Panel discussion 

The evolving digital ecosystem: where to play and how to win in an open world

  • An earthquake in distribution: looking at key market trends from embedded insurance to reinsurer b2c models
  • The future of aggregators: what will be the effect of auto-switching to the end of price differentiation?
  • Insurance-as-a-Service and ‘plug-and-play’ models: how are b2b2c offerings evolving in new ecosystems
  • Forging new partnerships and distribution channels: from big brands and OEMs to Big Tech and insurtechs
  • The modularisation of insurance: what insurance functionality will partners want and repurpose?
  • Open finance as a distribution model: embedding insurance within a wider ecosystem
  • New business models and new verticals: where are the biggest opportunities for insurers?
  • Underlying business architecture and new tech: what is required to thrive in digital ecosystems?

Evangelos Avramakis, Swiss Re
Evangelos Avramakis

Head of Digital Ecosystems R&D
Swiss Re

Gregor Wiest
Dr. Gregor Wiest

Head of Innovation
ERGO

Graham Gordon – Sapiens

Product Marketing and Strategy Director, Sapiens

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Coffee break

Session Two

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STREAM
Studio 1: Aligning the fraud vision 1
Studio 2: Think tanks 2
Studio 3: Think tanks 3
Studio 4: Think tanks 4

Studio 1: Aligning the fraud vision

Fireside chat

Combatting claims fraud in a digital era: leveraging the power of advanced analytics

  • Changing fraudulent behaviors: how do algorithms need to adapt?
  • Staying ahead of emerging fraud scenarios: validating and verifying information in real-time with AI and analytics
  • Leveraging new insights on existing fraud and claims data sets
  • Empowering employees to make data-driven decisions: using AI and ML powered fraud-detection to speed-up claims

Adele Sumner. RSA | Counter Fraud 2019 | Insurance Innovators
Adele Sumner

Head of Counter Fraud and Financial Crime
RSA

Martyn Griffiths

Sales Manager UK
FRISS

Neil Arklie, Aviva
Neil Arklie

Head of Cyber
Aviva

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Panel discussion

Digitalisation of fraud detection: exploring the opportunities and challenges

  • Proactively monitoring customer behaviour: what new levels of sophistication are now being reached?
  • Video, voice, AI and biometrics: what are the next steps for automated online identity verification?
  • Capitalising on new data sources: what fresh insights can they deliver?
  • Unstructured data: navigating opportunities and challenges
  • How can good data management and data sharing between departments enable better fraud detection?
  • Budgets, workforce limitations, poor data quality: what are the greatest challenges to integrating new technologies with existing expertise?
  • Digital and human agents: what will the future of counter-fraud workforces look like?
  • In what timeframe can we expect digital models to detect and prevent fraud at scale?

Scott Clayton, Zurich
Scott Clayton

Head of Claims Fraud
Zurich

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

Associate Director – Underwriting Services & Customer Support
BGL Group

Steve Jackson, Covea Insurance | Counter Fraud 2019 | Insurance Innovators
Steve Jackson

Head of Financial Crime
Covéa Insurance

Dr Nikolay Gaubitch

Director of Research EMEA
Pindrop

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Studio 2: Think tanks

Speaker presentation

Building an insurer fit for the digital age


Steven Zuanella, Generali | Insurance Innovators
Steven Zuanella

Group Chief Digital Officer
Generali

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Peer-to-peer vision building discussion


Moderated by

Tony Grosso, EIS Speaker | Insurance Innovators Festival
Tony Grosso

Head of Global Marketing
EIS

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Studio 3: Think tanks

Speaker presentation

The future of AI in CX


Christian Wiens

Co-founder & CEO
Getsafe

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Peer-to-peer vision building discussion 


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Studio 4: Think tanks

Speaker presentation

Insurance distribution in an ecosystem-led future


Graeme Dean, Cover Genius
Graeme Dean

VP Global Insurance Solutions
Cover Genius

Ali Haris – Zendrive

Director of Product Marketing, Zendrive

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Peer-to-peer vision building discussion 


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Lunch

Session Three

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STREAM
Studio 1: A new era in trust: re-sculpting the customer-insurer relationship 1
Studio 2: Strategic and continuous digital transformation: the flexible, agile insurer 2
Studio 3: Channels, contact and communication: revolutionising the customer journey 3

Studio 1: A new era in trust: re-sculpting the customer-insurer relationship

Keynote

Rebuilding trust in insurance


Sian Fisher

Chief Executive Officer
Chartered Insurance Institute

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Fireside chat

From reactive to proactive: re-sculpting the insurance proposition with tech

  • Capitalising on the wealth of real-time data from IoT, wearable devices and sensors
  • From pricing to risk prevention advice: using real-time data to create a hyper-personal relationship
  • Shifting from a reactive to proactive model: responding to risks with timely interventions, communications and advice
  • What will a shift from risk mitigation to prevention mean for the future of insurance pricing and revenue models?

Andrew Barratclough

Vice President, Insurance Partnerships
eDriving

Adam Canton – Zurich

Motor Risk Consultant, Zurich

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Panel discussion

Becoming a trusted ‘life partner’: defining the roadmap

  • Preventing declining trust in a hardening market: what can insurers do?
  • Increasing clarity and transparency at the point of sale: what changes must be made and how can new tech help?
  • Engendering trust at the point of claim: managing expectations and conveying empathy
  • How can insurers win customer trust around data? Does the price appeal of usage-based insurance hold the key?
  • From risk transfer to risk reduction: how quickly will insurers move in this direction and what are the keys to success?
  • Beyond insurance: how is the role of the insurer set to change?
  • Will insurers ultimately become trusted life partners? If so, in what timeframe?

Dylan Bourguignon, so-sure
Dylan Bourguignon

Chief Executive Officer
so-sure

MB Christie

Chief Product Officer
Simply Business

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Studio 2: Strategic and continuous digital transformation: the flexible, agile insurer

Keynote

Realising a ‘digital vision’: meaningful and focused transformation


Yannis Korgialos, Munich Re
Yannis Korgialos

European Commercial Director
Munich Re Digital Partners

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Fireside chat

An agile architecture: laying the foundations for product innovation at speed

  • Low code/no-code developments: how significantly can these improve the speed of product to market?
  • Creating a modular process architecture: not a destination, but an ongoing journey
  • API-enabled innovation: collaborating with adjacent industries to jump-start product innovation
  • Facilitating collaboration and data sharing: the keys to rapid innovation
  • Grasping the big data analytics opportunity: will ‘off the shelf’ products become a thing of the past?

Alan Patefield-Smith

Chief Information Officer
Admiral

Insurance Innovators speaker
Robin Challand

Claims Director
Ageas

Mark Collingwood

VP and Managing Director
FICO

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Panel discussion

Striving for operational resilience: preparing for unknown challenges 

  • Flexibility, resilience, efficiency: what does a robust back-office look like after the pandemic?
  • How can AI be used to streamline processes and decision making?
  • Reconciling legacy systems with new technologies: using automation to overcome siloes
  • Ensuring strategic and continuous digital transformation: avoiding the dangers of piecemeal technology adoption
  • Autonomous teams: assessing the power of an agile workforce
  • Meeting regulatory operational resilience requirements: what must be done?
  • Putting operational resilience on the board agenda beyond Covid-19: withstanding future challenges

Alistair Hargreaves, Admiral Photo
Alistair Hargreaves

Chief Operating Officer
Admiral

David Germain

Chief Information Officer
RSA

Bruno Ferreira – Tractable

Chief Revenue Officer, Tractable

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Studio 3: Channels, contact and communication: revolutionising the customer journey

Keynote

Creating an emotional connection to your brand through communication


Ben Hobbs, University of Bristol
Ben Hobbs

Researcher & PhD, Entrepreneurship & Innovation
University of Bristol

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Fireside chat

Next-gen customer communication: exploring the architecture

  • How are conversational channels changing CCM requirements?
  • To what extent is the disconnect between customer-facing digital transformation and legacy systems affecting customers?
  • How can insurers best use AI and data to make informed offers at the appropriate moments?
  • From legacy to cloud and agile teams: how can CX be boosted early in the transformation journey?
  • Where will customer communication move next and how should insurers prepare?

Lisa Silver

Senior Product Manager Buy Journeys, Head of Western European Markets
Liberty Mutual

Dr Iain Wadie

Vice President, UK&I
Expert.ai

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Panel discussion

From omnichannel to opti-channel: defining your strategy

  • How does greater customer acceptance of self-service and its rising popularity effect channel strategy?
  • Finding your channel sweet spot: the appropriate channel for every demographic and situation
  • Ensuring a smooth orchestration of interactions across channels and across product siloes
  • What tech developments will lead to a breakthrough in delivering a true opti-channel experience?
  • Blending AI-enabled with human-delivered customer interactions
  • How to optimise the potential of video chat: adding the human touch and maximising brand appeal
  • What role will contact centres play in future communications?
  • How can insurers continue to support vulnerable and non-digital customers?

Paul Taylor

Head of Cloud & Innovation
Admiral

Laura Mullaney | Insurance Innovators
Laura Mullaney

Director, Commercial and Digital
BGL Group

Zoff Makda

Head of Operational Planning
Legal & General

Eileen Potter

Solution Marketing Manager, Insurance
ABBYY

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Coffee break

Session Four

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STREAM
Studio 1: The future insurance workforce 1
Studio 2: The evolution of claims in a digital-first world 2
Studio 3: CX differentiation: riding the wave of AI automation and new tech 3

Studio 1: The future insurance workforce

Keynote

Building the insurance workforce of tomorrow


Katherine Bryant

Managing Director
The Progress Partnership

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Fireside chat

Enhancing the employee experience

  • How has the pandemic affected the employee experience to date?
  • The journey to excellent CX and operational efficiency: creating a supportive employee environment
  • How can automation and tech be used to empower and support employees while streamlining processes?
  • Beyond the pandemic: how is remote working shaping the future insurance workforce?
  • A cohesive workforce: leading with empathy and transparency to foster loyalty and trust amongst employees
  • Keeping the company culture alive: how can this be successfully achieved through online channels?

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Panel discussion

Managing the hybrid workforce: creating a human + digital dynamic that works

  • Elevating employees to more complex tasks: to what extent is automation fundamentally changing the workforce?
  • Exploring how to retrain and upskill employees for a digital-first environment
  • Attracting new and different talent in the digital age: a diversity of thought
  • Where are hybrid workforces already operating successfully in insurance? What are the key lessons?
  • How does the nature of support need to be different in remote environments? How can virtual agents help?
  • Blending human and digital: practical steps to make this work for employees and customer alike
  • Implications for the office: how can this space be used more effectively going forwards?

Stephanie Smith

Chief Operating Officer, UK
Allianz

Geoffrey Andrews speaking at Insurance Innovators: Counter Fraud
Geoff Andrews

Co-founder & Chief Operating Officer
Carpe Data

Tim Yorke, AXA Photo
Tim Yorke

Chief Operating Officer
AXA XL

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Studio 2: The evolution of claims in a digital-first world

Opening remarks 

Chair will open the final session of the day, moderate the discussions and debrief in the studio with our industry pundits.


PUNDIT

Christina Di Nolfo

Global Head of Solutions
Delta Capita

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Keynote

An emotional journey: providing a frictionless customer experience


Jochen Haug, Allianz
Jochen Haug

Chief Claims Officer
Allianz Germany

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Fireside chat

How far should automation go in claims?

  • Speed, efficiency, transparency: how far can automation drive customer satisfaction?
  • Hassle-free! How can insurers build an easy and intuitive process across multiple channels?
  • Driving operational efficiencies: optimising AI to improve productivity and reduce costs
  • Knowing when to draw the line: is there a limit for straight-through claims processing?
  • The value of ‘human in the loop’ design: adding empathy to elevate service and boost loyalty
  • How can virtual agents best support human agents? And how might the role of the human agent change?
  • Using AI and NLP to action a seamless transition from digital to human agent

Amy Brettell - Zurich Photo
Amy Brettell

Head of Customer, UK Claims
Zurich Insurance Group

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

Co-founder & CSO
Shift Technology

Joan Cusco Pallares – MAPFRE

Global Head of Transformation, MAPFRE

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Panel discussion

Claims in the digital age: leveraging technology to improve service

  • Geospatial analytics and computer vision: how are different technologies being used in remote loss assessment?
  • Exploring the benefits of self-service damage assessment on digital channels
  • Digitalising FNOL: leveraging AI and ML help handle claims in real time?
  • Sharing data between partners in the claims ecosystem to improve resolution times
  • How can investing in ‘digital’ help insurers build an intuitive claims process?
  • What does the growing role of automation and the move to a predict and prevent model mean for the future of claims departments?

Dave Thompson, Tesco Underwriting | Insurance Innovators
Dave Thompson

Director of Claims
Tesco Underwriting

David Fineberg, Generali
David Fineberg

Head of Claims (UK)
Generali

Jeremy Trott

Claims Director
Ecclesiastical Insurance

Geoffrey Andrews speaking at Insurance Innovators: Counter Fraud
Geoff Andrews

Co-founder & Chief Operating Officer
Carpe Data

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Studio 3: CX differentiation: riding the wave of AI automation and new tech

Keynote

Delivering a superb customer experience in the digital age


Richard Pash

Chief Customer Officer UK
Zurich

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Fireside chat

Optimising self-service automation

  • Taking stock: reflecting on the effectiveness and capabilities of today’s chatbots and virtual assistants
  • How can insurers identify customer intent quickly and efficiently?
  • What is required to create a seamless end-to-end self-service experience?
  • How can chatbots be better integrated into business processes?
  • Optimising self-service automation and straight-through processing: what are the next steps?
  • Improving day-to-day service whilst also investing in the future: knowing how far to invest in the cutting edge

Chris Kaye

Chief Executive Officer & Co-Founder
Sherpa

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Panel discussion

Differentiation through service: elevating the insurance experience to the next level

  • Getting the hygiene factors right: what are the key aspects of digital experience on which insurers are still falling short?
  • Optimising convenience: embedding simplicity whilst orchestrating a personalised customer journey
  • Delivering excellent service in digital ecosystems: what must insurers do to succeed?
  • Real-time hyper-personalisation: how far to go and how to get there
  • Voice technology, video chat, gamification, robo-advice: knowing when to lead and when to follow
  • Value-added offerings: are these the magic bullet for service differentiation?

Charlotte Halkett, Bought By Many
Charlotte Halkett

Chief Commercial Officer
Bought By Many

Matt Walton

Digital Transformation Lead
Direct Line Group

Jennifer Dallas

Head of Digital, UK&I
RSA

Chris Kay – Fintech OS

Director, Fintech OS

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Full Festival Experience Ticket

This ticket gives you access to all 5 virtual episodes as well as a ticket to the in-person Big Meet-up on 18 November at the QEII Centre, London

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Virtual Episodes

5 Episodes | Oct – Nov 2021

Broadcasting throughout October and November, our 5 virtual episodes will see leading experts take to the screen and shed light on the most exciting topics in insurance innovation

Insurance Innovators Festival Virtual Episodes Icon