Australian Eastern Daylight Time (AEDT)
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
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
Head of Retail Claims, Zurich Financial Services Australia
Chief Operating Officer, Honey Insurance
Head of Claims, Australia, AXA XL
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
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
Head of Digital Claim Solutions APAC, Munich Re Automation Solutions
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
Founder & CEO, daisee
Head of Claims, Insuret
Head of Global Insurance Product and Underwriting, Cover-More Group
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
Director & Practice Lead, Automation & AI, Deloitte
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
Head of Claims Australia, New Zealand, HDI Global Specialty SE
Head of Casualty Claims, Guild Insurance
Managing Director - Australia, Innovation Group