8:00 am

Registration opens

9:00am – 9:05am

Opening remarks from the chair

Susan Donaldson – Head of Claims, Berkshire Hathaway Specialty Insurance

9:05am – 9:10am

Event Partner address

Matt Andrews – Managing Partner, Kennedys
Richard West – Global Head of Innovation, Kennedys

9:10am – 9:50am

Using innovative technologies to streamline claims process and customer journey

Insurers are exploring new technologies to transform claims processes and deliver great customer experience. This session will highlight how to determine which technology is right for your business and how to take your customer journey to the next level.

  • Utilising technology to change how claims are lodged, damage is assessed and remediation takes place
  • Accessing technology to track, monitor and direct internal processes and decision making
  • Driving exceptional customer experience through self service technology and digital tracking
  • Moving claims into the 21st century – how automation and technology speed up the claims process

Hilary Bates – Chief Claims Officer – General Insurance, Zurich Financial Services Australia

9:50am – 10:30am

Smart claims: exploring the latest digital trends in claims

Artificial intelligence (AI), robotics and automation are set to change the future of claims. This session will cover:

  • Examining the importance of 3 key trends including:
    1. Digital claims risk management solutions
    2. Using AI and digital platforms to improve claimant experience e.g. chatbots, coaching platforms etc
    3. Using AI and digital platforms to improve risk management e.g. behavioural analytics, anomaly/fraud detection, struggle detection and session replays, etc
  • Review of real life case studies to explore these trends
  • What’s next? Reflecting on other emerging technologies and trends relevant to claims digitisation and risk management

Aamer Fattah – Research and Innovation Specialist, Munich Re


Morning tea break

11:00am – 11:40am

Award winning strategies to drive innovation to create a superb customer experience in claims

In the competitive insurance market, it is evident that there is little differentiation between insurance product offerings. How can insurers become customer-centric by using emerging technology, streamlining processes and embedding change?

  • Enhancing claims productivity through automation and reducing costs of settling claims
  • What role generations X & Y customers play in transforming claims handling processes?
  • Transforming IT systems to support innovation and change
  • Upskilling staff to use innovative technologies and claims management

Cecilia Hidalgo – Claims Operations Manager (Australia & New Zealand), Chubb Insurance

11:40am – 12:20pm

Using AI and blockchain to transform the claims process & reduce legal spend 

Technology has the potential to disrupt traditional claims processes. How will it transform insurance claims?

  • Understanding the distributed ledger system and its potential applications for insurance
  • Understanding how AI and robotics can be used in place of lawyers
  • The application of AI and blockchain to assist with the detection of/reduction in fraudulent claims
  • Overcoming regulatory and compliance risks of blockchain and AI technology
  • Practical implementations of AI and blockchain during the lifecycle of the claims process

Karim DerrickHead of Research & Development, Kennedys

12:20pm – 1:00pm

Streamlining the application, verification and approval processes of complex claims

Claims are the key differentiator between insurers in a fiercely competitive insurance market. Although there is no ‘one size fits all’ approach to managing claims, what can claims managers do to improve claims management process?

  • How to overcome complexities in personal disability claims
  • Managing complex claims to minimise the risks to your business
  • Understanding the importance of technology investment and how it can assist in empowering claims leaders and customers
  • Learn about appropriate steps to take if a claim stagnates

Katherine Gobbi – Chief Executive Officer, EMLife
Daniel Sayegh – General Manager, EMLife


Networking lunch

2:00pm – 2:40pm

WorkCover Connect: Deploying digital innovations in injury management claims

This session will highlight how WorkCover Queensland determined the right technologies for their business and how they took their customer journey to the next level.

  • Using a customer centric approach to drive digital enhancements
  • Improving claims management efficiency and quality through digitisation
  • Driving exceptional customer experience through the launch of customer app
  • Using customer feedback to identify what’s next to further enhance the claims process

Elio Patane – Head of Digital Services and Delivery, WorkCover QLD

2:40pm – 3:10pm

How to respond to catastrophic events and claims handling

Highly effective claims practices in during and post-catastrophic events can be a key contributor to a differentiated customer experience. Therefore, insurance professionals must make improvements to expediting claims settlement process and be better prepared in responding to natural disasters. This session will cover:

  • Deploying drone technology to assess insurance claims
  • How to successfully manage claims arising from hail storms, power loss, earthquakes, flooding, bushfires, contamination and cyclones
  • Improve preparedness, response management and catastrophe claims handling capabilities

Nick Wiesener – Disaster Response, Resilience and Innovation Manager, Insurance Council of Australia

3:10pm – 3:40pm

CASE STUDY: Disaster recovery – repair, restoration and mitigation for catastrophic events

This session will discuss how Steamatic assists insurers, loss adjusters and intermediaries reduce the cost of claims and streamline claims processes from major disasters in Australia including cyclones, floods, storms and fires.

  • How restorers respond to catastrophic events
  • Using innovative technologies to deliver solutions during the restoration process
  • Working with insurers to improve claims and customer experience
  • Best practice examples of restoration and disaster recovery management

Erica BookerSales & Marketing Manager, Steamatic
Wayne SpenceCommercial Assessment Manager, Steamatic


Afternoon tea break

4:00pm – 4:40pm

PANEL: How will the impact of transformation and automation change the skills required in the claims workforce of the future?

With new technologies and consumption of data impacting the speed of change for insurance claims, there is a growing need for claims leaders to nurture, adapt and reskill their personnel to remain competitive. This interactive panel will discuss:

  • Understanding the challenges facing claims functions
  • How to prepare and upskill staff for the future of claims management
  • How to redevelop your organisation’s training and progression structures to accommodate upskilling the future claims leaders
  • How do you attract the skills and talent you require for the future?

Susan DonaldsonHead of Claims, Berkshire Hathaway Specialty Insurance
James Hahm – Claims Executive, GenRe
Sheriff Hamza – Head of Claims – Life and Investments, Zurich Financial Services Australia
Angus Kench – Vice President Claims – Casualty, Workers Compensation and Crisis Management Asia Pacific, Liberty International Underwriters

4:40pm – 4:50pm

Closing remarks from the chair