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THEINSURANCENETWORK
Keynote presentations
Speakers include
4th Annual
Strategic Claims Conference“Transforming claims to deliver strategic value and
sustainable competitive advantage”March 4th 2014 | Dexter House | London
Main sponsor: Stream sponsors: Exhibitors:
Jon DyeUK CEOAllianz Insurance
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Paul OwensChief Executive OfficerWillis Global Captive Management
Richard GurneyClaims DirectorJLT
Ben HortonPersonal Claims DirectorRSA
Mark CliffCEO Retail & DistributionAgeas (UK)
Jonathan SutcliffeClaims DirectorHastings Direct
Ian ThompsonChief Claims Officer, GI Claims Europe Zurich Insurance
Graham GibsonDirector of ClaimsAllianz
Oke EleazuNon Executive Director, Institute of Customer Service & former Director of Customer Service Strategy, Sainsbury’s
Steve RobsonClaims DirectorBrit Insurance
Richard Clark DirectorXuber
EARLY BOOKING RATE JUST £399 + VAT EXPIRES JANUARY
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Programme09.00 Introduction by the chair
09.15 Keynote presentations CEO Perspective: realising the strategic value of an effective claims strategy
• WhatistheCEOlookingforfromboththeclaimsfunctionandClaimsDirector?• Keycriteriaforasuccessfulclaimsfunction• Movingbeyondcontrollingindemnityspend–thenextstepsforstrategicclaims• Understandingthecrossfunctionalimpactofclaimsonthewiderbusiness...andthewiderbusinessonclaims• Ensuringchangestotheclaimsstrategyhaveapositiveimpactoncomplexrelationshipsbetweenclaims, underwriting,actuarial,pricing,capacityandreinsurance
Jon DyeUK CEOAllianz Insurance
What’s next in claims transformation?Whatarethestrategicinvestmentsneededinclaimspeople,processandtechnologytomeetfuturecustomerserviceandbusinessdemands?• Havetheinvestmentsmadetodatedeliveredtangibleimprovements?• Arewetoofocusedon‘process’andnotenoughon‘outcome’?• 3disruptiveforcesimpactingthesectorandtheimplicationsforclaims –Dataandadvanced,predictiveanalytics –Meetingdynamiccustomerrequirementsinservicequality,communicationsandspeed –Nextgenerationtechnologyprovidinginnovationinclaimshandlingandservice
Richard ClarkDirector Xuber
A vision for the changing role of the broker in adding value through claims• TheoperationalandstrategicchallengesfacingtheindustryandbrokersinSMEandlargecorporaterisks• Effectivelyhandlingcomplexclaimsiscentraltohavingastrongcustomerfocus• Howmustoperationalstandardsbeimprovedtodeliverafasterandmoreeffectiveclientclaimsexperience?• Leveragingtheincreasingroleofdatainimprovingstandardsandservice
Paul OwensChief Executive OfficerWillis Global Captive Management
10.45 Networkingcoffeebreak
OverviewYourclaimsstrategynotonlyimpactsCOR,itdeliversthecustomerexperiencethatshapesyourbrand,yourreputationandyourabilitytoretaincustomersafteranevent.However,deliveringthestrategicvaluethatclaimscanprovidetoanorganisationdoesnotjusthappen–ittakescommitmentfromthetop,investmentintalentedpeople,newtechnologyandeffectiveprocesses-plusacustomerfocusedculture.Getitwrongandtheconsequencestothebusinesscanbedisastrous.
TheStrategicClaimsConferenceprovidesauniqueforumtoexplorethestrategicvaluethatclaimscanprovidetoanorganisation.Bygettingawayfromthedaytodaytechnicalitiesofclaimsprocessingandfocusingonovercomingthestrategicchallengesthatlieahead,youwillleavewiththeinsightsthatwillhelpdeliveranagile and robust claims strategy that reduces indemnity spend and improves underwriting performance.
Attend this conference to discover:• Thekeycriteriaforasuccessfulclaimsstrategyasdisruptiveforceschangeyourline(s)ofbusiness• Howtoreducefrictionalcostsandachieveyourclaimstargetoperatingmodel• Howotherindustriesapproachcustomerservice• Keyinsightsintoachievingdifferentiationthroughyourclaimsservice• What’snextaftercoresystemtransformation?Howwillnewtechnologyimpactclaims?• Howtoco-ordinatethesupplychaintoimprovecustomerservice
13.00 Networkinglunch
Panel 1
Personal Lines
Overcoming the strategic claims challenges in a rapidly developing
personal lines environment
This panel discussion will focus on the impact of external and internal factors drivingstrategicchangeandthebestresponse.
Our expert panel will present their vision and approach to stimulate discussion and debate with the audience.
Topics to be discussed include:
•Achievingclaimsdifferentiationina consolidated supply chain
•Ensuringclaimsservicequalityinthe faceofsurgeclaimsevents
•Reducingwasteandfrictionalcosts
•Meetingthedemandsofthechanging regulatoryenvironmentinlightofthe competitioncommission’sfindingsand theFOC/FCAregulatoryregime
•Theroleoftechnologyinfraud detection,futurebusinessmodelsand improvingcustomerservice
Graham GibsonDirector of ClaimsAllianz
KieranRigbyChiefExecutiveOfficerGAB Robins
Jonathan SutcliffeClaims DirectorHastings Direct
Ben HortonPersonal Claims DirectorRSA
11.15 Delegateschoosefromoneofthefollowingthreesessions
Panel3
Large Complex Commercial Risks
The strategic challenges in developing a global claims operating model
Sponsored by
Largecomplexclaimsthatspaninternational boundaries create countlesschallengesforbrokers,insurers,lossadjustersandotherthird parties. This panel discussion willexplorethestrategicchallengesindevisinganapproachthatsatisfieslocalneedswhilstleveragingglobaleconomies of scale.
Topics to be discussed include:
•Howfarcanyoudevelopaglobal approachtoclaims–wheredoyou needtoflextoallowforlocaland regionalvariations?•Theroleofthebrokerindelivering valueintheclaim–exploringthe tensions between insurer and broker•Overcomingthechallengesof transparent and timely communications inglobalrisks•Howwillinnovativetechnologyimpact claims?•Balancingtheinsurersdrivetoreduce claims costs with the clients need for quicksettlement
Richard GurneyClaims DirectorJLT
Steve RobsonClaims DirectorBrit Insurance
Helen BrownGlobalHeadofClaimsTargetOperatingModel,AIG
CliveNichollsSenior Vice President Global Markets,Crawford & Company
Panel 2
Commercial Insurance(SME/mid-market)
Meeting and exceeding changing client expectations through an exceptional
claims experience
Sponsored by
Ascustomerexpectationschange,technologydisruptsthemarketandnew players with new business models emerge,directorsmustinnovatetostay ahead.
This panel will focus on how to deliver an exceptional claims service in this fiercelycompetitivemarket.
Topics to be covered include:
•Developingacultureofcustomer service across the business
•Reducingclaimscycletimes
•Sellingclaimsserviceatthe underwritingstage
•Creatingdifferentiationthroughfast and fair settlement
•Achievingcommercialismaround claims settlement
•Utilisingtechnologyandaportal approachtoclaimsprocessing
Ian ThompsonChiefClaimsOfficer,GIClaimsEurope,Zurich Insurance
Mark CliffCEO Retail & Distribution Ageas (UK)
Simon GiffordClaims DirectorTowergate
Dan SaulterChief ExecutiveDavies Group
15.30 Networkingcoffeebreak
Workshop1
Claims Technology & Transformation
Enabling claims transformation through technology
Sponsored by
CASE STUDY: transforming the claims proposition and target operating model through enabling technology
•Defininghowclaimswilldeliverthe outcomesforwiderbusinesschange
•Buildingagilityintothesystemsand processes to cope with future demands
•Effectivelyworkingwithclaims operations,marketingandsales
•Overcomingthepracticalchallengesof implementingtheclaimstechnology
•Reviewofthejourneysofar–what’s been achieved and what could have beendonedifferently?
James RussellHead of Commercial Claims Transformation, Aviva
NON INDUSTRY CASE STUDY: the threats, opportunities and disruptive potential of new technologies
•Thinkingwiderthantheoperational threatsandopportunities–how willnewtechnologiesimpactindustry dynamics?
•Acasestudyfrombanking–reinventing thecurrentaccountthroughFamily Friendly
•Howdoestechnologyenablethe businessmodel?
•Whataretheimplicationsforthe insuranceindustry?
AlexLettsChief ExecutiveFrees Family Finance
14.00 Delegateschoosefromoneofthefollowingthreeworkshops
Workshop3
The Lloyd’s Volume Claims Service
At the tipping point: delivering the VCS
Now that we are at the point of delivery what are the key challenges to be overcome?
•Re-capofbenefitsforthoseusingthe system
•Currentandforecastrateofadoption withinmanagingagents
•Howrobustisthetechnology underpinningVCS
•Whatdoessuccesslooklike-KPIsfor 2014
•Keychallengesyettobeovercome
Simon HowSeniorProgrammeManager Lloyd’s
Successfully navigating the practical challenges of VCS to deliver the benefits
•WhywesupporttheVCS
•Whatdoestheoperatingmodellook like under VCS
•Thepracticalconsiderations– implementationandrunningcosts
•KeybenefitsforLloyd’sandmanaging agents
•EnsuringVCSdeliversefficienciesand client service
PhilipNastriHeadofOperations,GroupClaims,Brit Insurance
Workshop2
Meeting Claims Service Expectations
Devising a customer centric approach
NON INDUSTRY CASE STUDY: driving service excellence within Sainsbury’s
•Overviewofcustomersupportlevels in the past and the reasons for inconsistency
•Overviewoftheapproachadoptedto turnthingsaround
•Keypracticalchallengesandhowthey were overcome
•Aligningandengagingemployeesto deliver exceptional customer service
•Lessonslearnedalongthewayto winningTheGrocerbestcustomer serviceaward2013
Oke EleazuNonExecutiveDirector,Institute of Customer Service and formerly Director of CustomerServiceStrategy,Sainsbury’s
CASE STUDY: moving to a customer centric approach to claims to improve service and performance
•Ensuringtoplevelbuy-intodevelop acompanywidestrategicapproachto customer service
•Keychallengesinchangingthe organisationalculturetooneof customerfirst
•Supportingthestrategywitheffective technologyandprocesses
•Developingkeytalenttodeliverthenew approach
Bob ThakerHead of ClaimsHiscox UK
15:50 PLENARYDEBATE This house believes that claims will always play second fiddle to underwriting
Alight-heartedexplorationofsomeoftheseriousissuessurroundingtheperceptionofclaimsandunderwritingwithintheindustry.
Isthe“toplinevanityoftheunderwriters”atoddswiththebottomline“sanity”oftheclaimsfraternity?
Isthereaseriousbutcynicalsidetoclaimspeoplethatisopposedtothe‘gloryhunting’oftheunderwritingandpricingguys?
Topics to be discussed include: • Howcanyousayclaimsisattheheartofthebusinesswhenunderwritersarerewardedthemost? • Dealingwiththetalentchallengewithinclaims • Arestrategicinvestmentsreallychangingtraditionalperceptionsofclaims? • Whataretheimplicationsforcareerprogression,culture,standingintheindustryandpeerrespect? • Isacareerinclaimsthebestadviceyoucouldgiveagraduate?
17:00 Networkingdrinksreception
Westicktoanumberof“goldenrules”thatenableyoutomaximisevaluefromattendingoureventsandensureyougainkeyinsightsfromothermembersoftheaudienceas well as the presenters:
Nosupplierpresentations Youwillhearonlygenuinecasestudypresentationsfromleadingindustrypractitioners
Onlydirectorleveldelegatesandnosuppliersintheaudience Nojuniormanagersorsupplierscanattendasdelegatestoensureyoudiscussandbenchmarkwithyourpeers
Interactive formatByincludingdedicatedtimefordiscussion,reflectionandbenchmarkingyoucanpickupinvaluablelearnings andpracticaltechniquesfromyourpeers
Nopress,notranscripts–justhonest,opendiscussion Speakerswill‘waterdown‘theirpresentationsiftheyknowtherearepressintheaudience–that’swhyweare independentfromanypublication,havenopressintheaudienceandtakenotranscripts
Withsomanyeventstochoosefrom,whycometoours?
EARLY BOOKING RATE JUST £399 + VAT EXPIRES JANUARY
31ST
Five key reasons to attend: 3 Thefocusisnotonthetechnicalitiesofclaimsprocessing–it’saboutthestrategicvalueclaimscanaddto the business3 HearinsightsthatwillhelpshapeyourstrategyfromCEOs,COOs,plusclaimsdirectorsandexternalspeakers3 Gaintheinsightstomakearealdifferenceduringthestrategicdiscussionsessionswithover150senior insurance professionals 3 NEWfor2014–haveyourquestionsansweredduringthesectorspecificpaneldiscussions3 Discoverhowaneffectiveclaimsstrategycanoptimisetheentirebusinessnotjusttheclaimsfunction
Main SponsorForgenerationspast,businesshasinsuredcurrentrisksagainstanunknownfuture.It’sacomplicatedbusiness,butthedesiredoutcomeissimple–businessimprovement,whateverhappens.Xuberprovidesspecialistinsurancesoftwaretoinsurancespecialists,end-to-end.Insuranceprofessionalsaretrustedtoprovideconsistent,reliablecover.SoisXuber.Wheneventsoccur,youneedthesystems,processesandsolutionstorestoreorder.We’renotsodifferent.
WorkinginthecommercialInsuranceandReinsurancemarkets,theXuberinsurancesoftwaresolutionisideallytailoredtoinsurersandbrokersinthehighvalue/lowvolume,complextransactionmarkets.XuberhasheadquartersintheCityofLondon,withinternationalofficesservingover130customers and many more live product installations around the world.
AnXchangingCompany
ExhibitorsCincomDocumentSolutionshavebeenhelpingglobalinsurancecompaniestostrengthen
customerrelationshipsthroughimprovedcommunicationsforover30years.Ourinnovativesoftwareplatform,CincomEloquence®,changesthewayclaimsdepartmentsengagewiththeircustomers,deliveringnewlevelsofpersonalisation,contextandcompliance.
CincomEloquenceenablesclaimsrepresentativesto:• Respondfastertoclaimsenquiriesbyprovidingthetoolstocreate anddelivermorepersonalised,higher-qualitycorrespondence, across multiple channels.• Deliveraneasy,fasterandthoroughclaimsexperience• Ensurecomplianceandaccuracythroughouttheclaimsprocess• MovedocumentassemblyoutofITandintothehandsofthe claims dept.
CincomEloquenceenablesinsurerstotransformtheclaimsexperience:boostingsatisfaction,increasingretentionanddrivingnewrevenue.Tolearnmore,visit:http://documentsolutions.cincom.com Call: +44 (0)1628 542300 Email: [email protected]
Xactware’sindustryleadingsoftwareenables its clients to settle property claims
moreefficiently,consistentlyandtransparentlyatthedeskandinthefield;helpingthemtosavetimeandmoneyandsatisfytheircustomers.Ouranalyticscapabilityprovidesinsightful,useabledatatosupportinformeddecisionmakingandriskmanagement.XactwareisamemberoftheVeriskInsuranceSolutionsgroup,theriskandinsurancesolutionsorganisation.
FormoreinformationaboutXactware’sproductsandservices,callXactwareat020 7680 4970 or visit www.xactware.co.uk
Uniquelyflexibleandfasttodeploy,Aquarium’scloud-based insurance platform helps companies
aroundtheworlddeliverpolicyadministrationandclaimsjourneysthatstand-out from the crowd.
Withaspecialistfocusonnichegrowthpersonallinesinareasasdiverseaspet,travel,mobile,andgadget,inadditiontoacomprehensivehomeandmotorclaimsoffering.
Aquariumhelpsitsclientsbyincreasingcustomersatisfactionandretention,atthesametimeassignificantlyreducingoperationaloverheads.
For more information visit: www.aquarium-software.com
Hawkinsisawell-establishedfirmofforensicscientistsandengineers.Foundedover30yearsago,wehaveeightofficesgivingnationaland
internationalcover,withmorethan65highlyskilledinvestigators.
WecoverabroadrangeofinvestigationsandourclientsincludemostUKinsurers,lossadjustersandthelegalprofession.Ourserviceisbothindependentandimpartial.Investigationsinclude:
Please call us on 01223 420400todiscussyourrequirementsorvisitour website: www.hawkins.biz
•Energy•Personalinjury•Roadtrafficaccidents•Engineering•Highways
•Contaminationassessment•Escapeofwater,fluidsandgas•Railwayaccidents•Marine•Fireandexplosion
Stream sponsors
Withover450lawyersoperatingin14officesacross11countries,HolmanFenwickWillanhasbeenadvisingclientsfor130yearsonawiderangeofinternationalcommerce-relatedlegalmatters.HFW’sglobalinsuranceandreinsurancepracticeconsistsofaspecialistteamofmorethan120lawyersoperatinginLondon,Paris,
Geneva,Dubai,Singapore,HongKong,Melbourne,SydneyandSãoPaulo.Thefirmoffersacomprehensiverangeofdisputeresolution,transactionalandregulatorylegalservicestotheinsuranceandreinsurancesector,including:insuranceandreinsurancecompanies;captivesandmutuals;brokersandotherintermediaries;managingandmembers’agenciesatLloyd’s;TPAsandotherserviceproviders.
HFW’sworkishighvalue,likelytobecomplexandmulti-party,andofteninternationalindimension.Apartfromourextensivepolicydefenceandcoveragework,wespecialiseinreinsurancerecoveries,commerciallitigation,subrogation,finalitysolutions,transactional,advisoryandregulatorywork,settingupnewventures,productdevelopment,draftinganddistribution,andinrun-offandclosingdowndiscontinuedventures.
For more information please visit www.hfw.com
GuidewireSoftwareisaleadingglobalprovideroftechnologysolutionstothegeneralinsuranceindustry.Currentlyservingmorethan130customersin16countries,Guidewiredeliversprovensoftwaretoruncoreinsuranceoperations,includingbilling,underwriting,policyadministration,andclaimmanagement.TheGuidewireInsuranceSuiteôconsistsofGuidewireClaimCenterÆ,GuidewirePolicyCenterÆ,andGuidewireBillingCenterô,whichprovide
amodern,web-basedplatformforalllinesofbusiness.GuidewireisheadquarteredinSanMateo,California,USA,withofficesinToronto,London,Munich,Paris,Tokyo,Sydney,andWarsaw.
Formoreinformation,pleasevisitwww.guidewire.com
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TINtech2014 June 12th2014,London
London Market Claims 2014 October16th2014,London
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Data&AdvancedAnalytics May13th2014,London
THEINSURANCENETWORK
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Practitioners: Directorlevelandseniormanagement(Claims,Operations,Strategy,Change,Underwriting) Early booking rate: £399 + VAT – expires January 31st (standardrate:£499+VAT)
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