11 May 2023, THE FULLERTON HOTEL SYDNEY
CEO & Founder
Melita Consulting
CEO & Founder
Melita Consulting
Louise Portelli is an experienced Chief Customer Officer and ‘big 4’ Partner specialising in customer experience in Financial Services. Louise was formerly the Chief Customer Officer for MLC Life Insurance and Resimac Group in Australia as well as Lead Partner of the Customer Transformation practice at KPMG UK. She has led a wide range of large scale customer and digital experience transformations for global Insurers aimed at accelerating growth through human centred journey design, digitisation, automation, product innovation and culture change. Louise is passionate about using customer insights to drive innovation and experience improvement in Insurance.
Louise is an experienced Board Director in the not for profit sector. She holds an MBA and lectures at Sydney University in Change & Transformation, Leadership and Corporate Strategy
Sales & Strategic Relationship Manager
AAMC
Sales & Strategic Relationship Manager
AAMC
Daniel is a seasoned insurance professional with over 35 years’ involvement within the Australian insurance industry. Daniel’s experience includes senior and executive roles within general claims and motor assessing for both major underwriters and specialist TPA’s, establishing and administering national repairer and supplier networks and successfully introducing a leading digital claims platform into the Australian market. Daniel is currently working in a leadership role with AAMC, the largest provider of specialist accident management services to the Australian motor insurance sector, helping to ensure the services the business provides continues to evolve and align with the changing requirements of their expansive customer base.
With challenges ranging from an increasing need for stricter compliance measures to evolving market conditions, it’s never been more important for insurance companies to keep up with customer demand and deliver an outstanding claims service. What changes can we expect in the coming year, and how can companies prepare? How can industry leaders remain resilient in 2023 and beyond?
Chief Claims Officer, Life & Investments
Zurich Financial Services
Chief Claims Officer, Life & Investments
Zurich Financial Services
General Manager, Claims Transformation
QBE
General Manager, Claims Transformation
QBE
With natural catastrophes increasing in frequency and intensity, insurance companies need to manage and service claims efficiently while limiting costs and increasing accessibility. In this session, Suncorp will outline the steps they are taking to enhance their catastrophe claims management.
Head of Disaster Response & Claims Customer Experience
Suncorp Group
Head of Disaster Response & Claims Customer Experience
Suncorp Group
As claims technology and automation advances rapidly within personal lines, intermediated customers are in danger of becoming disadvantaged during the claim lodgement and initiation phase. What can we do to address the gap between direct and intermediary customer claims experience?
Sales & Strategic Relationship Manager
AAMC
Sales & Strategic Relationship Manager
AAMC
Daniel is a seasoned insurance professional with over 35 years’ involvement within the Australian insurance industry. Daniel’s experience includes senior and executive roles within general claims and motor assessing for both major underwriters and specialist TPA’s, establishing and administering national repairer and supplier networks and successfully introducing a leading digital claims platform into the Australian market. Daniel is currently working in a leadership role with AAMC, the largest provider of specialist accident management services to the Australian motor insurance sector, helping to ensure the services the business provides continues to evolve and align with the changing requirements of their expansive customer base.
A data-driven claims experience can increase efficiencies and precision in claims handling while reducing costly errors. In this session, hear how a top insurance company enhanced its claims analytics capabilities and leveraged technology to improve the claims handling experience.
The past few years have been challenging for insurance companies, with factors ranging from supply chain disruption to regulatory reform affecting the overall customer experience. In this session, hear how forward-thinking industry leaders are refocusing their teams’ efforts to deliver an efficient, people-driven experience to support and retain customers.
Head of Supplier Partnerships and Performance
Hollard Insurance
Head of Supplier Partnerships and Performance
Hollard Insurance
National Claims Service Manager
CHU Underwriting Agencies
National Claims Service Manager
CHU Underwriting Agencies
Kara is the National Claims Service Manager at CHU Underwriting Agencies. In her 12 years as an insurance professional, Kara has managed numerous Catastrophe responses such as the Townsville Floods, Cyclone Debbie and more recently the devastating floods in Northern NSW and South East Qld.
Her passion for her role in the claims sector saw her named as a Young Gun by Insurance Business Australia in 2020. She has served on the ANZIIF GI Breakfast and Rising stars committees, participated as a mentor in the 2022 NIBA mentoring program and was recently appointed to the ANZIIF GI Faculty Advisory Board in 2023.
Head of Claims
Blue Zebra Insurance
Head of Claims
Blue Zebra Insurance
The industry has only begun to harness the many benefits of artificial intelligence (AI) to enhance day-to-day operations, particularly in the underwriting and claims process to increase efficiency and provide valuable insight into customers. As AI continues to evolve, how will it continue to support claims to gain a competitive advantage and deliver an efficient customer experience? This session will look at how AI is currently transforming the industry and what to expect in the future.
Strategy Manager
Guild Insurance
Strategy Manager
Guild Insurance
Being agile, working collaboratively and continuously elevating team capabilities are essential to improve the claims management process. How can insurance companies drive a transformative approach to develop the capabilities of claims managers?
General Manager – Claims
Achmea
General Manager – Claims
Achmea
Head of Group Claims
AIA
Head of Group Claims
AIA
Senior Claims Adjuster
Berkley Insurance Australia
Senior Claims Adjuster
Berkley Insurance Australia