5th annual strategic claims conference · client case study: the role of claims in meeting...

Optimising a Customer Centric Claims Strategy 5th March 2015 | etc Monument, 8 Eastcheap | London

David WilliamsManaging Director – UnderwritingAXA Insurance

Ashwin MistryChairman Brokerbility and President, Chartered Institute of Insurance

Peter HortonChief Operating OfficerLV=

Paul JewellChief Underwriting Officer Towergate Insurance

Steve ParryHead of UK Ireland ClaimsACE European Group

Philip NastriHead of Operations, Group ClaimsBrit Insurance

Andrew SellersGroup Claims Service Delivery ManagerHiscox

Jayne SayerHead of IT & ChangeAviva plc

BOOK NOWEarly Booking Rate £399 + VAT

Standard Rate £499 + VAT

Speakers include

Sponsored by: Exhibitors:

THEINSURANCENETWORK

Keynote speakers

Geoff GodwinUK Chief Operating OfficerAIG

Simon ElwellDirector, Claims TransformationDirect Line Group

5th Annual

Strategic Claims Conference

OverviewCreating a customer centric claims experience that positively impacts the bottom lineAs organisations move from being product focused to customer centric, the role and performance of claims becomes ever more critical. Developing an effective claims strategy is an increasingly complex balancing act between the investment in customer service required for a market leading claims service, and driving efficiency and controlling indemnity spend.

Leading companies are placing claims at the heart of their business strategy, leveraging rapid developments in claims technology and responding to changing customer and employee expectations – thereby making claims a key differentiator. Those that don’t follow suit and keep pace with the change will be left behind.

Attend the Strategic Claims Conference to hear different perspectives on how to overcome key challenges in developing your claims strategy, and take part in focused solution workshops that will deliver answers to your claims questions - and allow you to benchmark with your peers.

Key areas of focus for the 2015 agenda include:• Putting the customer at the centre of your claims strategy: to drive up service and improve retention • Achieving operational efficiency and harnessing new technologies• How can you respond to evolving customer demands to deliver an exceptional claims experience?• Aligning the underwriting and claims function to extract value and reduce internal business costs• Cost effectively deploying resources to tackle fraud both pre and post placement

Programme08.00 Registration, coffee and networking

09.00 Introduction by the chair

OPENING KEYNOTE PRESENTATIONS Claims people, process and technology: the role of claims in the customer centric business

• Whatarethedriverstransformingclaims?• Howtobuildaholisticstrategicplan:handlingexpansionandincreasedtransactionswhilst maintaining the customer claims experience• Howdoesyourbusinessdefinecriteriaforamodernclaimsplatform?• Improvingthesynergybetweenoperationsandclaimstodrivedowncosts Geoff GodwinUK Chief Operating OfficerAIG

Key challenges for Claims Directors – what’s next in claims transformation and how is the role of the Claims Director evolving?

• Istheinsuranceindustryindangerofbeingleftbehindoncustomerservice?• Leveragingmoderntechnologytoimproveclaimsoperations• HowmustClaimsDirectorsmanageclientexpectationsinacosteffectivemanner?• Puttingthecustomerattheheartofclaims:buildingyourprocessesaroundyourcustomer• Howcantheclaimsfunctionboostthebottomline?

Simon ElwellDirector, Claims TransformationDirect Line Group

10.45 Coffee and networking

13.00 Lunch and networking

STREAM 1

Personal LinesDelivering compliant, efficient claims processes and meeting

changing customer expectations

Sponsored by:

Chaired by: Mark Mullin, Product Marketing Manager, EMEA, Guidewire

Using technology to enrich the claims experience and improve efficiency

•How can technology be used to involve the customer in the claims process and drive down costs

•Providing agile technology to deliver customerflexibilityandimprovedexperience

•Using customised digital services to enable customers to set their own preferences

Tom HelmFormer Head of Motor ClaimsQBE

Bringing claims and underwriting functions together to deliver efficiency gains

•How claims and underwriting will need to work together to extract value

•Effective communications between claims and underwriting to reduce internal business costs

•Sharing data to align operations and improveefficiency

David WilliamsManaging Director – UnderwritingAXA Insurance

Round table discussion

STREAM 3

Large Complex Commercial Risks

Understanding and delivering on client needs and expectations

Sponsored by:

Chaired by: Richard Emmett, Head of Operational Consulting, Pro Insurance Solutions

CLIENT CASE STUDY: The role of claims in meeting pre-placement and post event expectations

•What makes great client service and helps me answer the board’s risk management questions?

•Experiences of when it all goes wrong – lessons that should be learned to improve claims performance

•Effective communications to improve satisfaction during the claims process

•How can settlement times be improved?

Angela DoranAirmic Insurance Steering Committee & Former Group Claims Manager Tesco

Developing an efficient claims operating model that becomes a source of competitive advantage

•Operations alignment: it’s about management, technology and operations

•Improvingclaimsefficiencyasadriverforbothprofitandcustomerloyalty

•Can outsourcing your claims function really deliver better results?

Andrew SellersGroup Claims Service Delivery ManagerHiscox


STREAM 2

Commercial Insurance (SME/Mid-market)

Delivering a customer centric claims strategy

Meeting rising client expectations: winning new business in a changing world of customer volatility and price sensitivity

•How do you differentiate your claims service from the competition?

•How effectively measuring feedback can improve customer retention

•Meeting grievances head on: responding to customer demands to improve the claims experience

Steve ParryHead of UK & Ireland ClaimsACE European Group

Driving claims to the next performance level: the future talent & skills needed to deliver improved customer service

•Understanding client needs and expectations to drive claims strategy

•What are the essential skills in an effective claims team? Commercial acumen, analytical attention to detail and process management… plus a sixth sense

•How can organisations prepare for these changing demands and what does this mean for talent acquisition and management?

Ashwin MistryChairman Brokerbility and PresidentChartered Institute of Insurance


11.15 Delegates select one of the following three streams

SOLUTIONS WORKSHOP 1

Personal lines

How do you leverage data for an effective claims operation and drive a customer centric service? •How can embedded technology

be better used to enhance communication between consumer and insurer

•How can using claims data impact loss ratios and reduce indemnity spend?

•How do we best use predictive modelling capabilities to improve risk management?

Brian PearseHead of Claims Development insurethebox

Round table discussion and solutions outcomes

Will Flood Re have the desired effect of covering ‘at-risk’ properties? •What will, and won’t, Flood Re cover? •Willtherebesufficientcapital

available?•Responding to new build?

Brendan McCafferty Chief Executive Officer Flood Re


Staying ahead of fraud: where do we target limited resources to deliver the most impact? •Does pre and post placement

technology hold the key to effectively tackling fraud?

•How do we measure cost effectiveness in fraud investigations?

•How do we manage the fraud prevention message but keep the customer onside?

Scott ClaytonClaims Fraud & Investigations Manager Zurich Financial Services



Large Complex Commercial Risks

What’s holding us back from using better communications to consistently improve customer service? •How do you get the right

message across using the right communications channel?

•What’s stopping the optimum communication routes to clients?

•How do you best capture communication responses and deal with them in a timely manner?

Ryan FlookGroup Claims Manager HSB Engineering Insurance


How do we improve settlement times?•What are the delays across the value

chain?•Practical steps to overcoming these

challenges•Understanding each party’s role and

responsibilities in processing a claim efficiently

Ashley LawrenceGroup Head of Claims Argo International


Why has the take up of the Volume Claims Service (VCS) not met expectations?•What is creating inertia around the

take up of VCS?•Howcanwedemonstratethebenefits

of VCS to ensure industry take up?•What will be the impact on the

customer experience?

Philip NastriHead of Operations, Group ClaimsBrit Insurance



Commercial Insurance(SME/mid-market)

How to reduce the frictional and waste costs across commercial claims?•Do the broker and direct markets

throw up different challenges requiring different supply solutions?

•How to approach the challenges of subrogation to reduce wasteful practices?

•Using different supply chain models to differentiatetheprocessforefficiencyand/or the customer experience

Rob SmartHead of Commercial ClaimsDirect Line Group


Managing the conflict between excellent customer service & process efficiency•How can your claims teams contribute toreducingthisconflict?

•Ensuringthatrefiningprocessesleadsto improved customer service

•What works in-house and what should be outsourced?

Paul JewellChief Underwriting Officer Towergate Insurance


How can claims play a greater role in product development & client engagement? •How can claims data be used to

improve products? •Is the silo mentality really being

broken down?•Will technology allow greater

measurement and transparency to demonstrate the true value of claims?

Mark GreenClaims DirectorJelf Insurance Partnership


14.00 Delegates choose from one of the following three solution workshops

Withineachworkshopthreeindustryleaderswillpresentonekeychallengebeforetheaudiencetakespartinroundtablediscussions in search of solutions

17.30 Drinks reception and networking

15.20 Coffee and networking

CASE STUDY 1

Creating an excellent claims service

•Staff recruitment: choosing the right talent to effectively communicate with your customers

•Effectively combining staff and technology to provide the best service

•Going the extra mile: where can you achieve quick wins and minimise extra costs?

Peter HortonChief Operating OfficerLV=


16.40 PLENARY DEBATE Over the next 10 years, how will the digital revolution transform the role of the claims function?

The digital revolution that has transformed so many industries is already impacting insurance. Consumerisation of technology, a mass of unstructured data and rapidly evolving customer and client expectations present huge challenges for the sector. For Claims Directors the big question is: how can the digital revolution be exploited to allow the claims function to deliver an improved experience and add value across the business?

Our panelists will discuss some of the issues facing traditional business models, and the opportunities and threats that technology could bring.

Martin MillinerClaims DirectorLV=

Barry StreetHead of Claims Motor Engineer Services Covéa Insurance & Board DirectorThatcham Research

15.40 Delegates select one of the following three case studies

CASE STUDY 2

Using new technology to transform the customer

experience, improve efficiency and deliver

value across the business

•What are the criteria to set when looking at new technologies?

•Looking into the crystal ball: will your new technology cope in 5 years time?

•Can exploiting newer browser based applications provide an improved customer experience

Jayne SayerHead of IT & Change Aviva plc


CASE STUDY 3

Effectively selling a claims function externally

to increase customer retention

•How do you involve claims pre-placement?

•What ‘claims questions’ are clients asking?

•Understanding how different markets, cultures and laws impact the claims service

•Ensuring the insured’s needs are effectively communicated along the claims value chain

Jonathan Gormley Deputy Head of ClaimsAEGIS London


Early Booking Rate £399 + VAT - Standard Rate £499 + VAT

Colin GrintChief Executive Capita Corporate Insurance

Join The Insurance Network... Joining The Insurance Network means joining a networking and benchmarking forum of thought leaders from the insurance industry.

Membership is exclusively for directors from insurers and brokers to ensure you meet and benchmark with your peers: junior managers and supplier representatives should not apply.

MEMBER BENEFITS INCLUDE:

@

To discuss membershipcall Phil Middleton

#TINclaims

020 7079 0270 www.the-insurance-network.co.uk

[email protected]

Discounted attendance at:

• TINtech London Market 3rd February 2015

• Strategic Claims Conference 5th March 2015

• Data & Advanced Analytics 19th May 2015

• TINtech 2015 16th June 2015

• London Market Claims 2015 15th October 2015

MEMBERSHIP OPTIONS:Individual membership .................................................................. £699 + VATCorporate standard 3 x nominees ................................................ £2000 + VATCorporate enterprise 5 x nominees .............................................. £3000 + VATCorporate enterprise PLUS 10 x nominees .................................. £5000 + VAT

Plus FREE attendance at:

3 Evening panel discussions 3 Breakfast briefings 3 Member only lunches

Five key reasons to attend: The focus is NOT the technicalities of day to day claims processing – it’s leveraging the claims strategy to achieve efficiency gains, drive customer service, increase profitability and boost reserves

Hear strategic insights from Claims Directors, Chief Operating Officers and Underwriting Directors that will help shape your strategy

NEWfor2015–hearthekeychallengesanddiscusssolutionswithyourpeersinsectorspecificsolutions workshops

Benchmark your approach and leave with practical insights that will improve your claims performance

Choose the sessions that best meet your challenges during the personal lines, commercial insurance and London Market streams.

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With so many events to choose from, why come to ours?We stick to a number of “golden rules” that enable you to maximise value from attending our events and ensure you gain key insights from other members of the audience as well as the presenters:

• Only director level delegates in the audience No junior managers can attend as delegates to ensure you discuss and benchmark with your peers

• Interactive format Byincludingdedicatedtimefordiscussion,reflectionandbenchmarkingyoucanpickupthose invaluable learnings and practical techniques from your peers

• No press, no transcripts – just honest, open discussion Speakers will ‘water down‘ their presentations if they know there are press in the audience – that’s why we are independent from any publication, have no press in the audience and take no transcripts

• Fully loaded event App that is central to the day Make the most of your conference before, during and after the event by downloading the free conference App. Network, share experiences, make notes and take part in the addictive ‘leaderboard’!

Early Booking Rate £399 + VAT - Standard Rate £499 + VAT

Stream Sponsors

Guidewire Software is a leading global provider of technology solutions to the general insurance industry. Currently serving more than 130 customers in 16 countries, Guidewire delivers proven software to run core insurance operations, including billing, underwriting, policy administration, and claim management. The Guidewire Insurance Suite consists of Guidewire ClaimCenter, Guidewire PolicyCenter, and Guidewire

BillingCenter, which provide a modern, web-based platform for all lines of business. Guidewire is headquartered in San Mateo, California, USA,withofficesinToronto,London,Munich,Paris,Tokyo,Sydney,andWarsaw.For more information, please visit www.guidewire.com

Pro is a leading global provider of outsourcing and consultancy services, focusing solely on the (re)insurance market. With over 30 years market experience, our operations span the major (re)insurance markets, serving insurers, reinsurers, brokers, lawyers and corporate investors. Our team of expert practitioners work in partnership with our clients to achieve their goals. We are proud of our proven track record and long standing client relationships. Our

success rests on our hands-on experience, in-depth knowledge and industry relationships which result in our ability to deliver value in a practicalandflexibleway.Understandingourclientneedsthroughtakingtimetoengage,listenandinterpretareatthecoreofourdeliveryfocusedapproachandsuccess.Ourflexiblepricingmodelsforthedeliveryofvalueaddedservicesensurealignmenttoourclients’interestsand enable them to achieve their goals quickly and effectively.

Our consulting team are outcome oriented technical practitioners operating across a broad spectrum of practice areas. Our outsourcing capability provides the ideal operational environment for our clients’ transactional needs. Together they support our (re)insurance clients through the life-cycle of their business. We provide support to start-ups, infrastructure for underwriting and broking teams, outsourced back-officeservices,insuranceportfoliomanagement,claimsadjustingandaudits,actuarialandtechnicalinsuranceconsulting.Pro’smainhubsareinLondon,Hamburg,Zurich,NewYorkandBuenosAiressupportedbyofficesincludingGloucester(UK)andYork(UK).Thisglobal positioning enables us to provide a round the clock service to all our clients as well as provide new products and services. For more information, please visit www.proisinsurance.com

Exhibitors

Majesco is a provider of core insurance technology software and IT services to over 120 insurance carriers globally. Majesco provides IT consulting, software and IT services to life, annuity, health and general insurance carriers across the entire insurance value chain. Majesco has over 1500 employees with operations in 8 countries across the globe.

Majesco offers an integrated portfolio of market leading core IT products including policy administration, underwriting, billing, claims and distribution. Services include IT consulting, application development & maintenance, systems integration, application management outsourcing, testing, data warehousing and business intelligence and legacy modernization. For more information, please visit www.majescomastek.com

Majesco is a provider of core insurance software, consulting and IT services to over 100 customers worldwide. Majesco delivers solutions in all areas across the insurance value chain including policy administration, new

business processing, billing, claims and distribution management to insurance carriers for lines of business including Life, Annuity, Group BenefitsandP&C.Formoreinformationvisitusonwww.majesco.com

Select your booking option & choose one of the 3 easy ways to register

www.the-insurance-network.co.uk

[email protected]

020 7079 0270

On receipt of your registration we will send you an email confirmation. If you have opted to pay by credit card a member of our team will call you.

Add the date to your diary. Closer to 5th March 2015 we will send through a map & directions to the venue

Practitioners (Director level and senior management from insurers and brokers. Suppliers cannot attend as delegates)

Early booking rate just £399+VAT (expires 6thFeb2015-standardrate£499+VAT) Loss/Claims Adjusters:£599+VAT - Early booking rate (standard rate £699+VAT)

Member rate & Membership£199 + VAT • Joining fee & member rate £898 + VAT Group bookingsBook 2 places and the 3rd place is FREE

For sponsorship and exhibition stands call Phil Middleton on 020 7631 0034 or email [email protected]

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Booking Options

BOOK NOWEarly Booking Rate £399 + VAT

Standard Rate £499 + VAT

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5th annual strategic claims conference · client case study: the role of claims in meeting...

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