8 – 11 March, 2021
Streaming live directly to you
Episode One – 8 March
Episode Two – 9 March
Episode Three – 10 March
Episode Four – 11 March
Responding to a new wave of fraud
New tech in counter-fraud – harnessing the opportunities
Tech-enabled claims – looking towards a new era
Optimising the claims experience
Join us online for Insurance Innovators: Fraud & Claims
Running as four episodes across one week in March, Insurance Innovators: Fraud & Claims will bring cutting-edge conversations and content directly to your home or office. With two episodes focused on fraud and two episodes dedicated to claims, this is a great chance to dig deep into those key topics and themes affecting these significant parts of the industry.
Each episode has a standout keynote from a senior industry leader, followed by chunky panel discussions and opportunities for audience Q&A.
Much more than just content, the digital platform provides an unrivalled opportunity to chat and network with peers – forget coffee and croissants, this is the new conference normal! Join senior representatives from across insurance and technology to exchange ideas, raise your profile and unlock solutions for your business
Responding to a new
wave of fraud
Episode One | 8 March
Join experts from across the industry as they unpack the biggest fraud trends shaping 2021, weigh up the conflict between fraud detection and CX, and unlock the secrets behind successful collaboration.
New tech in counter-fraud – harnessing the
opportunities
Episode Two | 9 March
AI, advanced analytics and new data sources are transforming the power and insights of fraud departments; learn how the industry leaders are capitalising on these new opportunities.
Tech-enabled claims – looking towards a
new era
Episode Three | 10 March
Hear how IoT, drones and other new tech are enabling remote assessment and empowering claims departments to provide a ‘predict and prevent’ service for customers
Optimising the claims
experience
Episode Four | 11 March
Putting the customer at the heart of claims, building a 360˚ journey view and deploying chatbots to meet unspoken customer needs – join the discussion about how to excel at claims CX here.
Speakers
Ian Thompson
Chief Claims Officer, Zurich
Grace Hanson
Chief Claims Officer, Hiscox
Ben Fletcher
Director, Insurance Fraud Bureau
Steve Dukes
Chief Product Officer, Confused.com
Andrew Fairclough
Global Head of Claims Operational Excellence, Zurich
Jeremy Trott
Claims Director, Ecclesiastical Insurance
Julia Walker-Smith
Associate Director – Underwriting Services & Customer Support, BGL Group
Andrew Moore
Director of Home Claims, RSA
“It is great that we can still keep the sense of insurance community considering the pandemic.”
Head of Claims, UNIQA
Agenda
Episode One - 09:30 GMT
Monday, 8 March 2021
8 Mar
Episode Two - 09:30 GMT
Tuesday, 9 March 2021
9 Mar
Episode Three - 09:30 GMT
Wednesday, 10 March 2021
10 Mar
Episode Four - 09:30 GMT
Thursday, 11 March 2021
11 Mar
Responding to a new wave of fraud
From the studio
Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.
Julia Walker-Smith
Associate Director – Underwriting Services & Customer Support
BGL Group
Paul Ridge
Head of Insurance UK & Ireland
SAS
Keynote
Aligning fraud strategy with wider business objectives
In this keynote, we explore the importance of aligning fraud strategy with other key business objectives, and how to achieve this. Fraud detection and prevention is vital to the financial and reputational wellbeing of an insurer; however, fraud strategy doesn’t always align with speedy CX and claims payouts. Find out how to align objectives to streamline operations and increase profit margins.
Ben Fletcher
Director
Insurance Fraud Bureau
Panel discussion
Assessing the current climate: what are the key fraud trends?
• What does a fraudster look like in 2021?
• Large fires, water damage, ‘crash for cash’ schemes: how is the recession influencing fraudulent behaviour?
• How is opportunistic fraud evolving and how can insurers work to prevent it?
• Playing the system: IoT as an enabler of fraud
• Pre-empting the rise of CMCs and COVID-19 claims: what’s the best strategy?
• In what ways is remote working impacting fraud departments and fraud detection?
• How will fraud patterns change after the Civil Liabilities Act and Whiplash Reforms come into force?
• What does successful industry collaboration look like? What still needs to be done?
Tom Gardiner
Head of Fraud, Claims Risk and Recoveries
Aviva
David Phillips
Claims Validation Technical Manager
NFU Mutual
Mark Button
Director of the Centre for Counter Fraud Studies
University of Portsmouth
Panel Discussion
Overcoming the conflict between fraud detection and good CX
• How are technological advances enabling insurers to better navigate counter-fraud and good CX?
• Accelerating customer on-boarding whilst still exercising sufficient caution
• How can good data management and data sharing between departments enable better fraud detection and CX?
• How can fraud and claims departments better co-operate to align their objectives?
• Do insurers still have to strike a balance between fraud and good CX, or can both be optimised?
Jon Radford
SIU Claims Manager
QBE Europe
Ami Fromson
Head of Fraud
Tesco Underwriting
Scott Clayton
Head of Claims Fraud
Zurich
Adele Sumner
Head of Counter Fraud and Financial Crime
RSA
Geoff Andrews
Co-founder and Chief Operating Officer
Carpe Data
New tech in counter-fraud - harnessing the opportunities
From the studio
Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.
Julia Walker-Smith
Associate Director – Underwriting Services & Customer Support
BGL Group
Keynote
Aggregators: optimising data to detect application fraud
In this keynote, Steve explores how aggregators can utilise data to help detect and prevent fraud and the importance of industry data sharing and collaborating with the wider industry to catch fraudsters.
Steve Dukes
Chief Product Officer
Confused.com
Panel discussion
Taking AI-driven advanced analytics to the next level
• COVID-19 and beyond: how can insurers keep analytics models accurate in exceptional times?
• Geo-location, device profiling, social media: are we on the brink of a data revolution?
• How can insurers capitalise on the data deluge to combat fraudulent behaviour?
• What are the next steps for adoption and integration of RPA, AI and ML?
• What barriers do insurers face when adopting new analytics models?
• In what timeframe can we expect fully integrated digital models to detect and prevent fraud at scale?
Lorenzo Morganti
Head of Fraud Analytics
AXA
Vera Sønsthagen
Head of SIU – Norway
Gjensidige
Andrey Zhukov
Insurance Fraud Analyst
Central Bank of the Russian Federation
Christian Van Leeuwen
Chief Technology Officer & Co-Founder
FRISS
Panel discussion
New tech in counter-fraud: exploring the opportunities and challenges
• How is tech enabling proactive monitoring and an end-to-end view of customers?
• Video, AI and biometrics: what are the next steps for online identity verification?
• Budgets, workforce limitations, poor data quality: what are the greatest challenges to integrating new technologies with existing expertise?
• What steps can be taken to overcome these challenges?
• Digital and human agents: what will the future of counter-fraud workforces look like?
• Virtual and augmented reality in anti-fraud programmes: fad or future?
Gareth Evans
Consultant – Counter Fraud Intelligence Team
Ageas
Steve Jackson
Head of Financial Crime
Covéa Insurance
Rob Douglas
Chief Executive Officer and Co-founder
Skopenow
Tech-enabled claims – looking towards a new era
From the studio
Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.
Melissa Boyars
Claims Operations Manager & Technical Excellence Co-ordinator UK
Generali
Xavier Marcillac
VP Sales
IBA
Keynote
Unlocking a mindset of innovation in claims
Grace Hanson
Chief Claims Officer
Hiscox
Panel discussion
Remote assessment: leveraging technology to improve service
• Post-COVID-19: to what extent will remote claims assessment become the norm?
• Which insurance lines have been quickest to adopt remote assessment?
• Aerial imagery, IoT, sensors, drones: how are different technologies being used?
• How does AI and ML help handle these claims in real time?
• How can remote technologies deliver ROI and cost savings?
• How does the claimant benefit from remote assessment?
• How will advances in image recognition and computer vision transform claims?
• What’s next for remote assessment?
Andrew Fairclough
Global Head of Claims Operational Excellence
Zurich
Andy Warren
Head of Claims Operations
Ticker
Hugo Delavaquerie
Head of Claims Analytics and Underwriting
Admiral
Philippe Lafreniere
Chief Growth Officer
Slice Labs
Panel discussion
A digital future: how will technology change the claims process?
• How can investing in ‘digital’ help insurers build an intuitive claims process?
• How is the ‘predict and prevent’ model evolving?
• From business interruption to pandemics: is parametric about to go mainstream?
• Which technologies are transforming operations and driving efficiencies?
• Exploring the future claims ecosystem: what role does technology play in facilitating this?
Jeremy Trott
Claims Director
Ecclesiastical Insurance
Andrew Moore
Director of Home Claims
RSA
Marcel Gordon
VP Product
Shift Technology
Optimising the claims experience
From the studio
Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.
Tracy Bradbury
Head of FNOL & First Party Claims
RSA
Keynote & Case Study
Zurich – Putting the customer at the heart of claims
Hear how Zurich has put the customer at the heart of claims by creating a 360-customer view. Learn how the company has joined internal data points to create a single view of the customer’s products, lifestyle choices and communications preferences. When a customer makes a claim with Zurich, good data management means all the information is in one place for the claims department and the customer has a quick and easy claims journey. The results? Happy and loyal customers.
Ian Thompson
Chief Claims Officer
Zurich
Panel discussion
Chatbots: transforming operations and CX
• Where are chatbots currently deployed in insurance? And to what level of success?
• Shifting priorities: to what extent has COVID-19 accelerated investment in chatbots?
• From customer communication channel to actioning processes: how quickly are chatbots evolving?
• Delivering for all demographics: are chatbots always appropriate?
• The proactive chatbot: how can AI be used to identify and meet unspoken customer needs?
• Can chatbots help insurers deliver transparency to customers?
• A hybrid workforce: knowing when to transition from virtual to human agent
• Looking to the future: how significant a role are chatbots ultimately set to play?
Harald Felgner
Digital Experience – UX Innovation
AXA
Jörg-Tobias Hinterthür
Head of Smart Home Innovation Lab
Zurich
Arunima Gautam
Practice Leader, Financial Services and Insurance
Quantiphi, Inc.
Panel discussion
Investing in operations for seamless CX
• What role can telematics play in creating a seamless customer experience?
• What practical steps can insurers take to capitalise on real-time data for enhanced CX?
• What are the benefits in claims of building a full view of the customer? How can this be achieved through joining data points?
• Automating the claims journey: tech as an enabler to free up human agents for more complex tasks
• What is the future role of contact centre agents in the claims process?
Jason Balls
Claims Market Insights Manager
Zurich
Val Uvarov
Head of Claims
Zego
Hugh Pelling
Senior Account Director, FS&I
Blue Prism
Sponsors
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Networking opportunities
At Insurance Innovators: Fraud & Claims, we don’t just deliver on content, we are also facilitating those all-important conversations and connections with our brand new networking and matchmaking platform.
Industry communication and collaboration has never been so important. Anyone that purchases a ticket to the live-streamed event can still access to extended networking opportunities on our platform where you can build your network, drive business growth, and stay ahead of the curve.
All episodes include:
- Virtual coffee breaks
- Invitation-only virtual boardrooms
- Live Q+As with speakers
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Global Lead Program Marketing Manager, Guidewire
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Whether it’s delivering a keynote presentation, or participating in a panel discussion alongside industry leaders, we have packages that will illustrate your expertise to participants and help position you as a market leader.
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