The document provides an agenda for a two-day insurance claims conference covering topics such as the impact of digitization on claims processes, streamlining claims through technology, attracting and retaining talent, optimizing claims costs, improving customer experience, developing talent strategies, and collaborating to fight fraud. The agenda lists presentations, panel discussions, networking breaks and meals across both days of the event.

1. CONFERENCE DAY ONE TUESDAY 13TH
SEPTEMBER 2016
08.00 – 08.50 Registration and Welcome Coffee
08.50 – 09.00 Icebreaker: What are your event objectives?
Facilitated by the event chair
09.00 – 09.40 Digital impacts on the claims operating model
Inji Charkani, Chief Claims Officer, AXA
09.40 – 10.00 The Future of Claims
Mark Robertson, Partner, EY Insurance Practice
10.00 – 10.40 Using digitalisation and automation to deliver a seamless customer experience
Caroline Johnson, Head of Third Party Claims and Technical Services, LV
10.40 – 11.05 Morning Coffee Networking Break
11.05 – 11.35 Speed networking session
Facilitated by the event chair
11.35 – 12.15 Streamlining the claims process through innovative technology
Dave Crangle, Claims Supply Chain Manager, Endsleigh Insurance and Adam Barley, Enterprise
Representative, Finance & Retail EMEA, LogMeIn
12.15 – 12.55
Panel discussion: Attracting, retaining and upskilling key talent to cope with transformation
Panelists include:
Travis Bowles, Head of P&C UK Claims, Amlin
Mark Taylor, Head of Claims Personal Insurance, AIG
Kulbir Kang, Head of Casualty and Motor Claims Operations, Zurich
Ingrid Woodward, Vice President, Global Customer Operations, AIG
12.55 – 13.55 Networking Lunch
13.55 - 14.35 Optimising insurance claims handling costs through improved efficiency
Lily Monk, Director, Household Claims, Direct Line Group
14.35 – 15.05 We are all online retailers now
Paul Stanley, Managing Director, 360 Globalnet
15.05 – 15.45 Roundtable discussion:
Managing customers through the claims journey
Bob Still, Former Claims Director, Tradex Insurance
15.45 – 16.05 Afternoon Coffee Networking Break
16.05 – 16.45 Effective use of analytics to drive all aspects of fraud performance including detection, operational
efficiency and customer experience
Bob Spencer, Head of Claims Counter Fraud, Direct Line
16.45 – 16.55 Chairperson’s closing remarks
17.00 Drinks Reception

2. CONFERENCE DAY TWO WEDNESDAY 14TH
SEPTEMBER 2016
08.00 – 09.25 Registration and Welcome Coffee
09.25 – 09.30 Chairperson’s opening remarks and welcome
09.30 – 10.10 Finding the balance between efficiency, performance and customer experience
Kulbir Kang, Head of Casualty and Motor Claims Operations, Zurich
10.10 – 10.50 Improving the claims experience through employee engagement
Paula Homan, Director of Claims, Homeserve
10.50 – 11.10 A revolution: that will impact the Insurance sector and in particular the claims department
Stefano Bellandi, Partner - Insurance CoE Leader, EY
11.10 -11.40 Morning Coffee Networking Break
11.40 – 12.20 Developing talent strategies and organisational culture to deliver high performance
Peter Smith, Claims Director, ERS
12.20 – 12.50 Technology Demo Drives
12.50 – 13.50 Networking Lunch
13.50 – 14.30 Driving a customer-centric service through operational leadership
Ingrid Woodward, Former Vice President, Global Customer Operations, AIG
14.30 – 15.10 Roundtable discussion:
Collaborating across the insurance sector to fight fraud and reduce costs
Martin Milliner, Claims Director, LV
15.10 – 15.50 Claims transformation in global corporate claims
Alessandro Paoli, Head of Claims Strategy Development & Delivery, Zurich
15.50 Afternoon Tea & Chairperson’s closing remarks
To download the presentations from this conference please visit the link below and fill in our short survey. Once
this survey has been completed you will be presented with the ftp site link, username and password.
http://www.surveymonkey.com/r/27314-001
*Please allow 5 working days post event for the presentation to be uploaded
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