Optimizing the claims process in a digital-first world

Reimagining digital engagement strategies to delight customers, drive down costs and retain a competitive edge.

Digital-first engagement strategies across claims operations are becoming an imperative for insurance carriers who want to meet skyrocketing customer expectations and remain competitive. But how can investing in ‘digital’ help insurers build a truly seamless, intuitive and omnichannel claims experience while keeping customer centricity at the heart of operations and processes?


This webinar delves into how our experts have overcome the practical challenges of delivering a digital-first experience, how they are best optimizing claims performance by balancing process automation with access to human help, and how you can best leverage technology to improve customer communications and enhance the claims customer journey.


Benku Thomas

VP, Chief Architect ClaimsChubb

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Benku Thomas, Chubb | Insuance Innovators
Benku Thomas

VP, Chief Architect Claims


Benku is the VP for Claims architecture & technology and Claims Chief Architect at Chubb since 2015.  He leads a team of architects and engineers who set strategy and design solutions for claims management, claims digitalization and automation and claims analytics globally to support a multi-billion dollar claims business unit.

He has 16 years of experience in the P&C insurance industry and has in that time led architecture for large claims modernization and digitalization programs.  He has over 25 years of experience with software and systems design for the insurance and manufacturing industries.

John Kelsh

Director of ClaimsAllstate

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John Kelsh, Allstate
John Kelsh

Director of Claims


John Kelsh leads up strategy, design and delivery of digital product and business transformation for Allstate Claims. During John’s established career with Allstate, he has held leadership roles supporting auto, casualty and property claims both in field and head office operations including business process design and delivery of major technology projects, program management and strategy development. John is a co-author of the Allstate Claims Integrated Digital Enterprise strategy and currently leading the digital transformation initiative for Allstate claims. His team in partnership with technology and data science is responsible for digital strategy and business capability development enabling fundamental business model innovations for the 16,000 – employee claim organization.

Lance Ondrej

Executive Vice President & Chief Claims OfficerGermania Insurance

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Lance Ondrej, Germania Insurance | Insurance Innovators
Lance Ondrej

Executive Vice President & Chief Claims Officer

Germania Insurance

Lance has performed in several roles within personal lines claims for over 25 years. During this time, he has led teams in property, auto physical damage and bodily injury. Lance takes great pride in developing high performing teams and stimulates innovation at all levels of the organization. In his current role, Lance regularly works on continuous improvement and strategic initiatives at both the department and enterprise levels. Over the past six years, Lance has directly participated in the digital transformation efforts of the organization in an effort to drive productivity and consistency gains. He has attained several certifications and designations in his career including the Associate in Claims and a Lean Six Sigma Green Belt.

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/ 

Tom King

Director - InsuranceSalesforce

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Tom King, Salesforce | Insurance Innovators
Tom King

Director - Insurance


Mr. King is a Director for Salesforce’s Insurance Go To Market group.  In this role, Mr. King works with Salesforce   clients to identify the issues the client is facing and works with the client to facilitate solutions.  Additionally, Mr. King plays a role in setting the direction of Salesforce’s insurance market and development/partnership efforts.

Mr. King has 25+ years of experience in the insurance industry, both as an insurer and as a consultant to the industry.  Much of his career has been dedicated to helping insurers leverage technology in conjunction with defining business strategy and addressing issues facing the industry.


60 Minutes

  • Becoming a truly customer-centric organisation: how are insurers realigning digital engagement strategies in claims to achieve this?
  • How can investing in ‘digital’ help insurers build an intuitive claims process across multiple channels?
  • Overcoming the constraints of legacy systems and thinking: what are the practical challenges in delivering a digital-first claims customer experience?
  • From FNOL to settlement: where can technology best be leveraged to improve customer communications and enhance the claims customer journey?
  • How far should automation go? 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
  • From IoT, to sensors and drones: assessing the opportunities for remote assessment and how this will impact the customer-carrier relationship
  • Moving to a predict and prevent model: what will this look like, and what will it mean for the future of claims departments?


Sponsored by:
Smart Communications Logo
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.
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. Visit the website