Hyper-personalising insurance claims

Building trust and loyalty with intuitive and seamless digital strategy

24 February & 2 March 2022 | 3pm GMT | Hosted in our Online Boardrooms

A recent Insurance Innovator’s survey found that 95% of respondents agreed that the claims experience is where insurers have the greatest opportunity to win loyalty, but – conversely – it is also the point where there is the greatest risk of losing trust too. So how can insurers ensure they are providing a digital-first claims experience that not only offers a seamless customer journey but engenders trust and loyalty at the same time?

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Liz Ryan

Head of Claims Performance & InsightsZurich Insurance Group

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Liz Ryan, Zurich | Insurance Innovators
Liz Ryan

Head of Claims Performance & Insights

Zurich Insurance Group

Following 16 years’ experience in a wide variety of actuarial roles within Zurich UK and the wider insurance industry, Liz joined the UK P&C Claims Leadership Team in 2018 as Head of Claims Performance & Insights. In this role Liz is responsible for delivering digital and data led insights to support effective decision making and customer outcomes and oversees Claims’ change agenda and employee experience strategy.

Ruth Fisk

VP - Insurance MarketingSmart Communications

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Ruth Fisk, Smart Comms | Insurance Innovators
Ruth Fisk

VP - Insurance Marketing

Smart Communications

Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Marketing at Smart Communications. Having worked 14+ years as a manager at a P&C Carrier and then 18+ years working within the global insurance industry using technology and services to meet the business needs of insurers.

Ruth Fisk has visited, worked with, and served as a C-Level consultant for leading insurers in more than 90 countries. Ruth’s global perspective is complemented with first-hand knowledge of insurance operations, including more than 30 years using technology & services to successfully help them to significantly reduce operating expenses, increase efficiency, impacting their bottom line.

Prior to joining Smart Communications, Ruth expanded the insurance solutions at two of the top OnBase resellers, after she ran the global insurance practice at Hyland Software. She has worked with numerous insurance companies helping executives to align information management strategies to core business objectives.

During her tenure at an insurance carrier, her primary responsibility as a manager was to improve overall operational efficiency and to reduce expenses. Ruth oversaw insurance operations across eight business units including the deployment and administration of the Customer Communication Management solution at a $600 million direct-written premium (DWP) carrier.

Ruth Fisk has presented in her capacity as an industry expert within many insurance specific venues including presentations at: ACODESE Puerto Rico, ACORD U.S., AIIM U.S., AMIS Mexico, Americas Claim Event, ASIA Insurance Review CEO SUMMIT Taiwan, ASIA PACIFIC CEO SUMMIT Singapore, CIO SUMMIT, Singapore, CONSEGURO Brazil, DOMINICAN REPUBLIC Insurance Event Dominican Republic, FENESEG Brazil, FUJITSU Insurance Systems Workshop Japan, IEA FUTURE OF GENERAL INSURANCE United Kingdom, INESE Spain, Insurance Executive Summits U.S, , Insurance Accounting & Statistical Association U.S., Insurance-Canada, ISO Technical Tradeshow U.S. , IAC/LIMRA/LOMA St. Kitts, IAC/LIMRA/LOMA Puerto Rico, IAC/LIMRA/LOMA Port of Spain, IASA U.S., LIMRA Strategic Issues Bali, 2008 LIMRA Boston, LIMRA/LOMA Philippines, MICROSOFT Mini Insurance Summit Mexico, MICROSOFT Latin American Conference, MICROSOFT EMEA, LATAM Industry Sessions, National Underwriter Technical Tradeshow U.S., OPENCROM Venezuela, PFU/Fujitsu Insurance Seminar Japan, RECALL iDay Australia, Hong Kong, Malaysia, Taiwan, Thailand SERCOMCA El Salvador, and SOLDISA Guatemala, SIC LIMRA/LOMA South Korea, SIC LIMRA/LOMA Malaysia.

LinkedIn: https://www.linkedin.com/in/ruth-fisk-5612652/ 

Nick Kelly

Account DirectorSmart Communications

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Nick Kelly photo, Smart Communcations, Insurance Innovators speaker
Nick Kelly

Account Director

Smart Communications

James Webb

Global Head, P&C Insurer SolutionsSalesforce Industries

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Steve Webb - Salesforce Industries Photo
James Webb

Global Head, P&C Insurer Solutions

Salesforce Industries

The discussion

90 minutes
Welcome and participant introductions


Revolutionising the claims experience – unlocking the potential of hyper-personalisation


Roundtable discussion – How can claims departments satisfy changing customer needs?
  • Speed, ease, personalisation, and transparency: what will be the most important factors in building trust?
  • ‘The right channel at the right time’: how can insurers deliver a seamless channel switching experience? And why is this so important for today’s customers?
  • Ensuring ROI in claims – at which points can personal touchpoints add the most value?
  • What steps are needed to tap into the untapped potential of existing data sets in order to speed up processes?
  • How can insurers better leverage AI and analytics to optimise insights and deliver seamless experiences?
  • What new data sets might become available to take personalised experiences to the next level?
  • What role will data ethics play in the future of personalised CX?
  • Looking ahead: to what extent is hyper-personalisation the key to unlocking next-level CX in claims?


Closing remarks

Request an invitation

This invitation-only Insurance Innovators’ online roundtable, held in association with Smart Communications and Salesforce Industries, will bring together senior experts in claims, customer experience, digital, innovation, transformation, technology and strategy from across the insurance industry to explore just how hyper-personalisation can be the key to unlocking truly excellent customer experiences in claims.

Fill in this short form if you meet the above criteria and would like to participant in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

Salesforce | Insurance Innovators

Salesforce, the global CRM leader, enables companies to connect to their customers in a whole new way. With its innovative Customer Success Platform, Salesforce sets the global standard for customer relationship management, engagement, and intelligence by integrating sales, service, marketing, community, analytics, IoT, and app development in a trusted cloud for businesses of every size and industry.

For more information, visit www.salesforce.com.

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digitalfocused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.

To learn more, visit smartcommunications.com.