Rebuilding Trust in Insurance

30 March 2021 | 3PM BST
31 March 2021 | 11AM BST
Hosted in our online boardrooms

During the pandemic trust in insurers has waned as a consequence of increased contact centre queues and adverse publicity about disappointed claimants. Now, with the market set to harden, insurers face the prospect that higher premiums in a time of economic crisis will dent trust still further.

This invitation-only Insurance Innovators’ online roundtable, held in association with Smart Communications and Salesforce Industries, will explore how new technology can help the insurance industry to rebuild trust. Participants will be senior experts in customer experience, digital, innovation, transformation, claims, technology and strategy from across the insurance industry.

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View the agenda

The discussion will explore how new technology can help the insurance industry to rebuild trust in three ways:

Through greater transparency and managing expectations from initial quote to policy generation through claims and service

Through easier and more fulfilling digital experiences

Through the move to a “predict and prevent model” that stimulates trust through constant communication and value delivery


Tim Yorke – AXA

Chief Operating Officer, CommercialAXA

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Tim Yorke, AXA Photo
Tim Yorke – AXA

Chief Operating Officer, Commercial


Tim is the Chief Operating Officer, Commercial at AXA. Tim has over 25 years’ experience, both as a consultant and as an executive, leading and supporting businesses across the insurance sector through technology-enabled transformation in the UK, Europe and the US. Prior to working with AXA, he was the COO for motor insurer, ERS.

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

Head of P&C Product ManagementSalesforce Industries

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Steve Webb - Salesforce Industries Photo
James Webb

Head of P&C Product Management

Salesforce Industries


March 30 at 3PM BST or March 31 at 11AM BST
90 minutes each
  • Introduction to the roundtable

Nick Kelly, EMEA Account Director, Smart Communications


  • Building trust through communication

Tim Yorke, Chief Operating Officer, Commercial, AXA


  • Roundtable discussion
  • From complexity, to false expectations and frustration: what are the key factors testing trust in insurance in the current landscape?
  • Laying the foundations for trust: how can new technology ensure that customers have the cover they need, and that they properly understand it?
  • Increasing clarity and transparency in the claims process – what changes must be made and how can new tech help manage customer expectations?
  • Trust in the Digital Age: to what extent do poor digital experiences result in loss of trust and how can these pitfalls be avoided?
  • Ending the silence: how can insurers increase proactive touchpoints with customers in ways that will engender trust and increase customer retention rates in the future?
  • Hyper-personalised, timely and relevant communications – could empathetic AI be the key to avoiding trust breakdowns and transitioning insurers to a role of trusted advisers?
  • To what extent is the shift to a “predict and prevent” insurance model an opportunity to revolutionise customers’ trust in insurers, and what are the essential tools required to make that model successful?


  • Closing remarks

Request an invitation

This roundtable is designed for senior experts in customer experience, digital, innovation, transformation, claims, technology and strategy from across the insurance industry.

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

Sponsored by

Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™.

In association with

Salesforce Industries Logo, Insurance Innovators

Salesforce Industries, formerly Vlocity, is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health, and public sector organizations. Salesforce Industries possesses deep expertise in vertical industries, enabling organizations to digitally transform, simply and seamlessly. Leveraging industry-specific processes and data models across any channel, Salesforce Industries helps customers increase sales and digital adoption, improve service, marketing agility, and operational efficiencies.

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