Claims Innovation
11 May 2023, THE FULLERTON HOTEL SYDNEY
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Opening remarks from the Chairperson
Louise Portelli
CEO & Founder
Melita Consulting -
Welcome remarks from the Event Partner, AAMC
Daniel Lukich
Sales & Strategic Relationship Manager
AAMC -
PANEL: Overcoming industry challenges to drive claims innovation
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?
- Upgrading systems to support recent compliance obligations relating to claims handling, data privacy and artificial intelligence
- Accelerating digital transformation to maintain claims efficiency while working with a reduced budget
- Overcoming the challenges of team engagement and collaboration in a hybrid environment
Panellists
Suzi Leung
Chief Claims Officer, Life & Investments
Zurich Financial Services
Nigel Hawtin
General Manager, Claims Transformation
QBE -
CASE STUDY: Improving efficiency and scalability in catastrophe claims management
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.
- Addressing challenges in the catastrophe claims handling process, such as delayed responses, poor triage and overworked staff
- Identifying methods for handling unusual catastrophe claims
- What regulatory updates can we expect, and how will they affect the claims process?
- How to integrate technology into loss adjustment in the most effective way to support the customer experience
Cath Stewart
Head of Disaster Response & Claims Customer Experience
Suncorp Group -
Morning tea and refreshments break
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Intermediated claims vs. direct – The widening gap: Efficiency, cost control and customer experience
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?
- Identifying issues within the current process
- Examples of immediate solutions
- How can technology catch up and play a role?
Daniel Lukich
Sales & Strategic Relationship Manager
AAMC -
CASE STUDY: Enhancing claims analytics capabilities
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.
- How to determine which processes and tools to invest in?
- Overcoming challenges in tech adoption and integration with legacy systems
- Leveraging tech to scale analytics for faster, real-time analysis of large data sets
- Navigating the change from a passive data-gathering role to a function that is more adaptive and efficient
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Networking lunch
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PANEL: Strategies to elevate the claims 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.
- Addressing the industry’s current focus on compliance and its impact on the customer experience
- How to create a personalised digital customer claims experience that balances digital capabilities with a human-centric approach
- Developing employee capability to better leverage technology and process improvements
Panellists
Angus Cruickshank
Head of Supplier Partnerships and Performance
Hollard Insurance
Kara McInnes
National Claims Service Manager
CHU Underwriting Agencies
Jonathan Pack
Head of Claims
Blue Zebra Insurance -
TECH TALK
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Afternoon tea and refreshments break
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Expo passport and sponsor prize draw
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Emerging trends in artificial intelligence and claims
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.
- How is machine learning and deep learning transforming the claims and underwriting process today?
- Key industry challenges in AI adoption
- What’s next in AI: ChatGPT and beyond
Kenea Dhillon
Strategy Manager
Guild Insurance -
PANEL: Creating a high-performing claims team
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?
- How to promote a culture of innovation to drive development and growth
- Examples of implementing new technology and systems to support teams
- Identifying key skill sets and specialisations for a future-ready claims team
- How to attract and retain employees in a competitive market
Panellists
Danielle Whitelock
General Manager – Claims
Achmea
Carola Moore
Head of Group Claims
AIA
Darren Quek
Senior Claims Adjuster
Berkley Insurance Australia -
Event concludes