Agenda - ClaimsTech Summit Australia

Agenda

3 MARCH 2022 | SWISSOTEL SYDNEY

Australian Eastern Daylight Time (AEDT)

9:00 am

Opening remarks from the chairperson

Aamer Fattah

Head of Transformation, Investment Trends

9:10 am

Welcome remarks from the event partner

Daniel Lukich

Sales and Strategic Relationship Manager, AAMC

9:15 am

The future of claims: Balancing technology and the human connection

Insurance companies have accelerated the adoption of technologies to create a more efficient claims process however personalised interactions remain vital to the overall customer experience. How can we successfully integrate emerging technologies without losing the human touch?

  • Identifying key touchpoints in the claims process to maintain a personalised customer experience
  • Developing the role of the claims adjuster and manager to deliver personal and engaging customer service
  • Enhancing the skills and capabilities of the workforce to meet the changing demands of tech-savvy customers
Tetiana George

Co-Founder & CEO, Curium

9:55 am

PANEL: Managing insurance regulatory reforms

From large insurers to smaller agencies, many are facing increased compliance and regulation requirements. In this session, hear how insurers are adapting their current processes and leveraging technology to remain compliant. 

  • Identifying common challenges in managing regulatory compliance 
  • Implementing tech solutions and smart processes to increase efficiency, such as process automation 
  • What’s next – emerging regulatory technology to assist with compliance 

Moderator:

James Melvin

Partner, Kennedys

Panellists:

Sheriff Hamza

Head of Retail Claims, Zurich Financial Services Australia

Tetiana George

Co-Founder & CEO, Curium

Angelo Azar

Chief Operating Officer, Honey Insurance

Julijana Sumner

Head of Claims, Australia, AXA XL

11:25 am

Loss adjusting in the era of digital claims

In this session, Daniel will discuss how traditional loss adjusting practices interact within the digital claims landscape.     

  • Combining digitisation with technical adjusting  
  • Maintaining the human element in complex claims
  • Integrating the supply chain within your digital strategy
Daniel Lukich

Sales and Strategic Relationship Manager, AAMC

11:55 am

CASE STUDY: Refining the customer experience journey in claims management

Customers are increasingly expecting quicker turn-around times, ease of accessibility and an outstanding overall customer service when it comes to the claims process. At the same time insurers need to deliver robust transparent decisioning, in a continuingly challenging environment. How can insurers deliver a digital, data driven rules based experience that creates a positive outcomes? Hear how MunichRe has harnessed technology and sophisticated rules to:

  • Reduce claim costs and time delays 
  • Provide robust, standardized and repeatable risk assessments
  • Support regulation changes
  • Overcome client resource challenges 
  • Capture significant data for future enhancements and business insights
 
Alexandra Hubbard

Head of Digital Claim Solutions APAC, Munich Re Automation Solutions

12:35 pm
1:35 pm

PANEL: Leveraging data collection and analysis to increase productivity

The way we capture, process, store and share data continues to evolve, but how can we get the most out of data to make informed decisions and improve the customer experience? In this session, hear how analytics is playing an increasingly important role in claims. 

  • Using predictive analytics and big data to increase lead generation 
  • Overcoming issues with legacy systems and methodology to effectively leverage high-quality data insights 
  • Collecting data without compromising customer loyalty and trust 
  • Developing new products and solutions drawn from data 

Moderator:

Aamer Fattah

Head of Transformation, Investment Trends

Panellists:

Richard Kimber

Founder & CEO, daisee

Jennifer Tregidga

Head of Claims, Insuret

Michael Storozhev

Head of Global Insurance Product and Underwriting, Cover-More Group

2:35 pm

CASE STUDY: Supporting the claims process with intelligent automation (IA)

Insurance companies have adopted IA to keep up with the changing expectations of customers and stakeholders. Combining artificial intelligence, business process management, and robotic process automation, IA supports teams to optimise the complex processes of claims. In this session, Vibushan will discuss how IA supports the claims workflow process to deliver an efficient and customer-centric claims experience.

  • The complexities of claims in the health insurance industry
  • The role of machine learning and intelligent character recognition (ICR) in health insurance claims processing
  • Discussing outcomes from previous implementations
  • Setting up the optimal operating model to augment claims processors with digital workers

 

Vibushan Lakshminarayan

Director & Practice Lead, Automation & AI, Deloitte

3:15 pm
3:45 pm

PANEL: Innovation in 2022 and beyond

The past two years have accelerated the digital transformation journey for many insurance companies. As we continue to tap into the latest tech to deliver a faster and more intelligent customer-centric claims process, what emerging claimstech trends can we expect in the next several years?  

  • Identifying emerging apps in claimstech to drive agility and productivity 
  • The changing role of the claims handler – value-add activities, upskilling, and enhancing the customer experience  
  • Addressing new compliance and regulatory changes 
  • Overcoming issues with legacy system and insurtech integration 

Moderator:

Aamer Fattah

Head of Transformation, Investment Trends

Panellists:

Kosta Biris

Head of Claims Australia, New Zealand, HDI Global Specialty SE

Rhett Clayton

Head of Casualty Claims, Guild Insurance

Drew Schnehage

Managing Director - Australia, Innovation Group

4:45 pm

Networking drinks

hosted by:Estimage  
5:45 pm
Copyright © 2022 - Key Media Pty Ltd. - All rights reserved