Defining the future of fraud and claims strategies

1 March, 2022

The Guoman Hotel, London

Insurance Innovators: Fraud & Claims is back live and in-person for 2022

The last year-and-a-half has brought ground-breaking changes to insurance: unprecedented digitalisation, rapidly evolving customer expectations, and transforming fraudulent behaviours. Bringing together over thirty expert speakers, Insurance Innovators Fraud & Claims is exploring these changes, and giving you all you need to build your strategy for the future.

Speakers

Ian Thompson

Ian Thompson

Chief Claims Officer, Zurich

Cyril Steffen – AXA

Chief Claims Officer, European Markets, AXA

Mario Riccò

Global Head of Claims, Generali

Melanie Kill, AXA

Claims Transformation Director, AXA

Adele Sumner. RSA | Counter Fraud 2019 | Insurance Innovators

Adele Sumner

Head of Counter Fraud and Financial Crime, RSA

Claire Charlton

Head of Customer and Conduct, Admiral

Matthew Gilman

Head of Counter Fraud & Financial Crime, Esure

James Burge- Allianz

Head of Counter Fraud, Allianz

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 “A very fruitful event which give the insurance professionals a great opportunity for networking and work together to tackle our ambitious challenges on a transformation and innovative context that we never lived before” 

Fernando Leon, Head of Performance Analytics and Claims, AXA Spain

 

Agenda

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Tuesday, 1 March 2022 1 Mar

Session 1

Session 1: Refining fraud & claims strategy: assessing the key considerations for 2022 and beyond

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9.40

Opening keynote address

Focusing on trust: what more must insurers do?

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09.55

Keynote address

Greener claims process:  investing in a sustainable future
  • The power of digital to assist in sustainability efforts
  • Restore not replace, and recycling: the future of repair
  • Balancing green initiative and regulatory compliance

Ian Thompson
Ian Thompson

Chief Claims Officer
Zurich

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10.10

Leaders’ forum

Strategies for success: aligning counter-fraud and CX in a digital world
  • Fraud prevention and CX excellence: are these necessarily competing goals?
  • Opportunities of new tech: increasing counter-fraud accuracy and simultaneously speeding up CX
  • To what extent can better fraud detection at on-boarding speed up the process at the point of claim?
  • The rise of digital identities: how might these assist counter-fraud efforts?
  • Aligning teams internally: embedding the counter-fraud vision across departments

Cyril Steffen – AXA

Chief Claims Officer, European Markets, AXA

Mario Riccò

Global Head of Claims, Generali

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Session 2   |  2 × Streams

Session Two

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STREAM
Optimising automation in claims 1
Unlocking the power of data and analytics in counter-fraud 2

Optimising automation in claims

11.20

Keynote address

Building the workforce of the future: managing the human + digital dynamic

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11.35

Fireside chat

Intelligent automation in claims
  • Integrating RPA and AI to achieve truly intelligent automation in claims
  • Replicating the performance of the best claims handlers: how can AI best learn the lessons of their approach?
  • In what way is intelligent automation changing claims processes and how does this affect human claims handlers?
  • How can RPA be used to connect silos?
  • AI-driven analytics in claims processing: how far can and should it realistically go in speeding the process?

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12.00

Fireside chat

From chatbots to virtual assistants: where are we on the journey?
  • Assessing current chatbot deployments: where have they seen most success?
  • How quickly are NLP and sentiment analysis developing?
  • From chatbot to virtual assistant: what is required to link the front-end and back-end?
  • Unlocking voice technology and messaging apps: transforming interactions with insurers?
  • The primary customer communication channel: is this the future of chatbots?

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12.25

Panel discussion

Achieving seamless automation: unlocking straight-through processing
  • Where are the key challenges to implementing straight-through processing?
  • Aligning systems: how can disparate solutions be built into a cohesive whole?
  • Increasing intelligence: how will developments in AI and analytics allow automation of more complex claims?
  • STP with supply-chain partners: what is required to deliver real-time updates to customers?
  • Assessing the fraud risk of straight-through processing
  • Should straight-through processing always be the aspiration? Are there instances where it is not appropriate?
  • No-touch, near-instant pay-out: does this deliver for the customer emotionally?

Andy Warren

Head of Claims Operations
Ticker

Melanie Kill, AXA

Claims Transformation Director, AXA

Peter Edgar – RSA

Head of Motor Claims Operations, RSA

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Unlocking the power of data and analytics in counter-fraud

11.20

Fireside chat

Analytics in fraud prevention: harnessing new opportunities
  • What is required to optimise predictive analytics models?
  • Using AI to identify genuine customers: what are the opportunities?
  • What role can AI play in combatting ghost-broking?
  • Taking the sophistication of AI to the next level: what steps should insurers and the industry at large take?

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11.45

Panel discussion

Taking data-driven fraud detection to the next level
  • Cracking data silos: what are the keys to success?
  • Which new data sources will be most valuable in the fight against fraud?
  • How can new data sources be integrated into existing anti-fraud strategies?
  • Unlocking unstructured data with new technology: what is required to succeed?
  • Optimising processing power: what technological advances are on the horizon?

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

Head of Counter Fraud and Financial Crime
RSA

James Burge- Allianz

Head of Counter Fraud, Allianz

Scott Clayton, Zurich
Scott Clayton

Head of Claims Fraud
Zurich

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12.20

Panel discussion

Cross-industry data collaboration
  • What can be done to encourage greater collaboration within the industry?
  • How can insurers work effectively with brokers to catch fraudsters?
  • How is the role of the aggregator evolving in counter fraud?
  • Assessing privacy concerns: how can the industry strike the right balance?
  • Catching internal fraud: how can collaboration help?
  • How can closer cross-industry collaboration aid in the fight against fraud?

Ben Fletcher, IFB | Counter Fraud 2019 | Insurance Innovators
Ben Fletcher

Director
Insurance Fraud Bureau

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Session 3   |  2 × Streams

Session Three

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STREAM
The future of the digital claims experience 1
Evolving with the fraudster: combating new fraudulent behaviours 2

The future of the digital claims experience

14.15

Keynote address

What does it mean to deliver a truly customer-centric digital claims experience?

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14.30

Fireside chat

Transforming CX with next-stage data analytics
  • Building the customer 360: where are the data hurdles?
  • Offering the customer the most targeted and convenient experience possible
  • Optimising data capture with digital: what are the keys to success?
  • Avoiding unnecessary questions: leveraging data ecosystems to pre-populate claims information
  • Settlement speed: accelerating resolution time with analytics
  • Proactive interaction: turning analytics into customer advice

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14.55

Panel discussion

The future of digital claims: from eFNoL to ecosystems

  • Moving beyond eFNoL: what is required to digitise the whole claims journey?
  • How must claims processes evolve to capitalise on the opportunities of digital?
  • Leveraging IoT to expedite the claims process
  • Data sharing in the claims ecosystem: how can this improve resolution times?
  • Reassessing CX excellence: how will success metrics evolve in the digital age?
  • Innovation strategy: what key factors should influence investment decisions?

Claire Charlton

Head of Customer and Conduct
Admiral

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Evolving with the fraudster: combating new fraudulent behaviours

14.15

Keynote address

Assessing the post-pandemic fraud landscape

Mark Button, University of Portsmouth | Insurance Innovators
Mark Button

Director of the Centre for Counter Fraud Studies
University of Portsmouth

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14.30

Fireside chat

Application fraud: a key battleground
  • How does digital innovation present opportunities for application fraud?
  • A rise in ghost broking? What are the key trends post-pandemic?
  • A team effort: working more closely with brokers to identify fraudulent applications
  • Linking the data points: using analytics to assess suspicious links across applications
  • Leveraging machine learning to continuously improve analytics models

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14.55

Panel discussion

Combatting the digital fraudster
  • How is increasing digitalisation presenting fraudsters with new opportunities?
  • Fooling algorithms instead of people: how are fraudulent behaviours evolving?
  • Straight-through claims processing: how must fraud detection adapt?
  • Doctored documents and photographs: what are the detection options?
  • Identity verification: the potential of biometrics
  • Embedding counter-fraud into the digital department: does more need to be done?

Steve Jackson, IFIG | Insurance Innovators
Steve Jackson

Head of Financial Crime
Covéa Insurance

Matthew Gilman

Head of Counter Fraud & Financial Crime
Esure

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Session 4   |  2 × Streams

Session Four

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STREAM
The future of motor claims 1
Assessing the ethical implications of data analytics 2

The future of motor claims

16.05

Keynote address

ALKS, autonomous vehicles, and the impact on claims

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16.25

Workshop

The Civil Liabilities Act reforms: exploring the unintended consequences

Presentation: The Motor Portal 10 months on

Roundtable discussion

  • The changing face of fraud: how has the injury profile of RTAs evolved?
  • Increased smaller frauds: to what extent is this being observed?
  • How must fraud detection solutions develop to account for the new system?
  • Data sharing with the MOJ: how could greater collaboration improve fraud detection?
  • Pushing customers to Case Management Companies? What has been the impact of greater CMC activity?
  • Are genuine claimants being disadvantaged by the Portal?
  • What role can insurers play in ensuring that the customers, rather than the fraudsters, are the winners of whiplash reforms?

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Assessing the ethical implications of data analytics

16.05

Keynote address

Accountability for data ethics: building the framework

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16.25

Workshop

Data: exploring the ethical pitfalls

Presentation: Trust, reputation, and data ethics risks: navigating a fraught world

Roundtable discussion

  • Transparency around data usage: ensuring customers understand how their data is used
  • Leveraging new data points responsibly: what are the key considerations?
  • What are the reputational risks around mining publicly available data? How can these be mitigated?
  • Navigating privacy and data protection legislation
  • White-box and black-box analytics: balancing explainability and accuracy
  • Minimising the contamination of AI by human bias: how can this be achieved?
  • AI and protected characteristics: monitoring for proxy biases
  • How likely are we to see legislative intervention on data ethics? What form could this take?

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