Claims Management Transformation Conference 2019

October 1-2, 2019 Amsterdam, Netherlands Transform Now!

Insurance Claims Management industry is undergoing one of the biggest shifts now. New advancements in machine learning and big data analytics change the rules of the game, creating more opportunities and challenges than there was ever before.

All of this creates a crucial challenge for the businesses. How to stay competitive on the market in the digital age? What are the ways to gain from the industrial change?

Claims Management Transformation Conference 2019 in Amsterdam will attempt to answer this with the help of leading Insurance professionals and experts from around the world.

Key topics include the latest innovative Key attendee titles from insurance trends from the following themes: industry include:

Connected Claims - CEOs, COOs, General Directors, CFOs Digital Transformation in the Claims - Chief Claims Officers, Risk Managers, Loss Process Adjusters, Lawyers, Underwriters, Insurance Automated Claims Processing Specialists & Consultants Solutions - Global Heads, Heads of, EVPs, SVPs, VPs of: Internet of Things (IoT) Data Strategy Claims Analytics Claims Business Information RPA in Claims Processing Claims and Customer Service Integrating Telematics into Claims Anti-Fraud Artificial intelligence (AI) in claims Claims Excellence, Exec Claims management Claims Strategy, Claims Operations Claims Excellence Property Claims InsurTech Auto Claims Customer-Centric Claims Casualty Claims Efficient Claims Processing Claims Payments Theme Topics Chairman

John Pyall

Head of MGA Cockpit Munich Re, United Kingdom

Speakers

Keith Brown Ramona Colea

Head of Claims Initiatives Co-Founder AXA Insurance, United Kingdom FlightClaimEU, Romania

Joe Louwagie Norberto Odorico

Head Of Strategy Chief Claims Officer Verisk - Insurance Solutions, United States UnipolSai Assicurazioni Spa, Italy Joerg-Tobias Hinterthuer George Paxton

Head of SmartHome Innovation Lab Global Fraud Manager Zurich Gruppe Deutschland, Germany AXA – Global Healthcare, United Kingdom

Cees Werff Andreas Kössl

Founder, President & CEO Member of the Management Board Claims Corporation Network, Netherlands UNIQA Insurance Group, Austria

Arvid De Coster Lex Orie

CEO & Co-Founder CEO WeGroup, Belgium Openclaims, Netherlands

Tuomas Riihimäki Head of IT Claims If Insurance (If P&C Insurance), Finland Day One

Registration and Welcoming Coffee 09:00 – 10:00 (please use your QR code to register)

10:00 – 10:10 Opening Speech from the Conference Chair

10:10 – 10:40 KEYNOTE: Digital transformation and Innovation

Is disruption the name of the game? Who are the new kids on the block? Technology & customer experience: friends or enemies? What's next? Cees Werff Founder, President & CEO Claims Corporation Network, Netherlands

10:40 – 11:10 CASE STUDY: Implementation of technologies for better fraud detection

How automating your fraud detection process can flag suspicious claims early An insight into the technology being used against insurers How artificial intelligence is helping us in the fight against fraud George Paxton Global Fraud Manager, AXA – Global Healthcare, United Kingdom

Networking Break 11:10 – 11:30 (with coffee, tea and refreshments)

11:30 – 12:00 CASE STUDY: Insurtech and the Emerging Claims Transformation

An update regarding insurance technology with a focus on insurtech and categories of solutions which will help transform the claims industry Joe Louwagie Head Of Strategy Verisk - Insurance Solutions, United States

12:00 – 12:30 CASE STUDY: Travel Insurance: Cockpit insights

Time management: passengers vs airlines Travel insurance: from mandatory kit to premium customer service Handling travel claims: obstacles & opportunities Travel forecast: previewing the unexpected

Ramona Colea Co-Founder FlightClaimEU, Romania

12:30 – 13:30 Networking Lunch

13:30 – 14:00 KEYNOTE: Value creation in motor claim processes through the use of telematics

UnipolSai, with 4 million of black box, is leader in Europe in the use of the telematics applied to claim processes. But having the box installed is just the starting point: to really get benefit in the claim management through the use of telematics, Insurance Companies have to develop and manage all the steps of Norberto Odorico ‘Telematics value chain’ from the hardware/software of each box Chief Claims Officer to the algorithms applied to data and processes. UnipolSai Assicurazioni Spa, Italy

14:00 – 14:30 CASE STUDY: The Future of Claims Management

With the developments in data analytics and AI, how are Insurance companies going to manage claims in the new few years. Not only must the technological advances be considered but also how are companies going to develop their culture in light of the potential changes. John Pyall We will consider how the management of claims will be transformed in

Head of MGA Cockpit the digital age and whether leading insurers should be looking to Munich Re, United Kingdom enhance and empower staff rather than replace them with automation.

14:30 – 15:00 Networking Break (with coffee, tea and refreshments)

15:00 – 15:30 CASE STUDY: Claims in the digital age - how to meet elevating customer expectations?

Digital native companies are setting the bar high for customer expectations. Insurance companies are also in need of seamlessly integrating digital services and technologies into their operations to survive in today’s competition. Digital development should tie back to improving customer journeys where claims experiences have a top Tuomas Riihimäki priority. ’Digital first’ mentality, cross-functional co-operation with clear Head of IT Claims scope & autonomy, common platforms & APIs and attitude of a If Insurance (If P&C Insurance), Finland startup being as key enablers to succeed.

15:30 – 17:00 PANEL DISCUSSION: The Future of Claims Management

Keith Brown How will the development in market trends impact our expectations of Head of Claims Initiatives claim handlers in the future? AXA Insurance, United Kingdom In what ways is Technology accelerating the Claims Process and George Paxton Global Fraud Manager, providing choice to our Customers? AXA – Global Healthcare, United Kingdom What is the role of intermediaries in this digital future? Norberto Odorico Is AI or Robotics about reducing headcount? Chief Claims Officer How to adopt the right strategy in a changing world? UnipolSai Assicurazioni Spa, Italy

18:00 – 20:00 Evening Reception

20:00 End of Day One

Day Two

09:30 – 10:00 Morning Coffee

10:00 – 10:10 Introduction Speech from the Conference Chair

10:10 – 10:40 KEYNOTE: The Impact of Personalized Claims: Customer Centricity

To provide the best possible customer experience, insurers need the capability to enable those closest to the customer to easily personalize customer correspondence, yet stay within defined rules to remain compliant and maintain brand consistency. Joerg-Tobias Hinterthuer Head of SmartHome Innovation Lab Zurich Gruppe Deutschland, Germany

10:40 – 11:10 KEYNOTE: How robotic automation is rocking the future of Claims Management

What problems are preventing claims management processes to be automated and how to solve them How robotic automation is the base for a hybrid claims management system How Siri and Alexa are the claims managers of tomorrow Arvid De Coster What technologies are already implementing these solutions in CEO & Co-Founder todays market WeGroup, Belgium

Networking Break 11:10 – 11:30 (with coffee, tea and refreshments)

11:30 – 12:00 CASE STUDY: Insurance Claims Management viewed in the light of future client expectations

Is your claims management up to date? The everyday life of the digitally affine young generation looks different! Are you aware of their specific expectations in the field of claims management

Andreas Kössl

Member of the Management Board UNIQA Insurance Group, Austria

12:00 – 12:30 KEYNOTE: Customer Centric Claims

how motor insurance claims and repair processes can be tailored to customer needs, driving both customer satisfaction and cost reduction

Lex Orie CEO Openclaims, Netherlands

12:30 – 13:30 Networking Lunch

13:30 – 15:30 WORKSHOP: Making claims changes count

After months of planning transformation and even longer making changes, who would not want recognition? However, recognition of claims changes can be slow, as actuaries need to understand how your changes are coming through into the financial results.

Communicating your plan to actuaries Measuring your changes Keith Brown Working together to understand the financial impacts Achieving financial recognition Head of Claims Initiatives AXA Insurance, United Kingdom Understanding more when changes do not go to plan

Networking Break 15:30 – 16:00 (with coffee, tea and refreshments)

16:00 – 17:30 PANEL DISCUSSION: Customer-Centricity of Claims Management in Digital Age

Cees Werff What is the best approach to planning and executing a successful Founder, President & CEO customer-centric journey? Claims Corporation Network, Netherlands Why is customer-centricity a renewed priority on CEOs’, CMOs’ and other C-suite agendas? How to target communications to improve customer engagement? Lex Orie How are these monitored and amended to ensure the correct CEO messages are delivered throughout the value chain? Openclaims, Netherlands What is the key lever to improve customer engagement in claims management? How can you ensure that this is a focus of the claims Joerg-Tobias Hinterthuer department? Claims are seen as a key component to building the brand but Head of SmartHome Innovation Lab Zurich Gruppe Deutschland, Germany customers are extremely price sensitive, how can we ensure that we can leverage on our claims brand through customer communication to show a clear differential?

17:30 End of the Conference

Venue NH Collection Grand Hotel Krasnapolsky Amsterdam, Netherlands Claims Management Transformation Conference 2019

October 1-2,2019 Amsterdam, Netherlands

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