SESSION ONE: THE FUTURE OF CANADIAN INSURANCE (10:00- 11:20 (ET))
The current and anticipated impact of Covid-19 on the Canadian insurance industry, right here, right now. How have future ambitions, projections and challenges altered in the ‘new world’ we find ourselves in?
9:45am – 9:50am (ET)
Chairman’s introduction
Bryan Falchuk Founder Insurance Evolution Partners
9:50am – 10:05am (ET)
Keynote: Science Saves Lives
Jason Storah Chief Executive Officer Aviva Canada
10:05am – 10:20am (ET)
Keynote: Economical Insurance on The Future of Our Industry
Rowan Saunders Chief Executive Officer Economical Insurance
10:20am – 10:35am (ET)
Keynote: Customer Experience in Insurance: Are Insurers Ready for the Future?
Christian Bieck Global Research Leader, Insurance IBM Institute for Business Value
10:35am – 10:50am (ET)
Keynote: The Co-operators on The Future of Our Industry
Rob Wesseling Chief Executive Officer The Co-operators
10:50am – 11:20am (ET)
PANEL Q&A and discussion on The Future of the Canadian Insurance Industry
- Explore the major trends emerging (in the short and medium term) of COVID-19, including the human and business impact on insurance carriers
- Predictions for the long-term trajectory for the industry, from risk and customers to products and processes
- Identify temporary and permanent changes in the Canadian insurance industry that allow new opportunities to be realized
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
Rob Wesseling Chief Executive Officer The Co-operators
Christian Bieck Global Research Leader, Insurance IBM Institute for Business Value
Louis Gagnon President, Canadian Operations Intact
SESSION TWO: THE DIGITAL AGE IS NOW (11:20- 12:20 (ET))
Customer culture is changing irreversibly. Digitally driven products and services will be the standard, and those carriers unable to provide absolute choice at product and claims will surely fall behind
11:20am – 11:35am (ET)
Presentation: User Experience isn’t Customer Experience
Shannon Katschilo General Manager & Vice President Medallia Canada
Greg Osborne General Manager & Vice President - Insurance Medallia
11:35am – 11:50am (ET)
Presentation: Tackling the 2020 crisis head on: what's changed and what's here to stay for insurers
Sasha Sanyal Global Business Leader, Insurance Genpact
11:50am – 12:20pm (ET)
PANEL Q&A and discussion on Digital Transformation Strategy
- Become a fully digital insurer that can offer customers absolute choice at any point of interaction
- Reap the benefits of enhanced operational efficiency by streamlining processes with AI, automation, and digitally enhanced processes
- Invest in digital transformation now, and develop a water-tight timeline of innovation that will retain customers and keep your competitors at arm’s length
- Discover a future of virtual experiences that provide extra value and care for your customers. Set your organization apart and deliver beyond your customers’ expectations
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
Saad Mered Chief Executive Officer Zurich Canada
Sasha Sanyal Global Business Leader, Insurance Genpact
Greg Osborne General Manager & Vice President - Insurance Medallia
SESSION THREE: MEET YOUR NEW CUSTOMER (12:20- 13:20 (ET))
Discover the latest customer behaviors, demands and expectations in a post-Covid world to provide truly relevant and profitable products and excellent customer services
12:20pm – 12:35pm (ET)
Presentation: Intact Vision on the Future of Our Industry
Louis Gagnon President, Canadian Operations Intact
12:35pm – 12:50pm (ET)
Presentation: Delivering on Customer Expectations
Marcelo Regen Vice President, Brand Innovation & Chief Customer Officer Allstate
12:50pm – 1:05pm (ET)
Presentation: Truly Understand Your Customer With Advanced Analytics
Catherine Pearson Senior Vice President & Practice Leader Environics Analytics
1:05pm – 1:35pm (ET)
PANEL Q&A and discussion on How your customer is changing and what you should do about it
- Realign your products and services to match the Canadian customer’s revised expectations and demands in a post-Covid-19 world
- Source and utilize customer data to continually refine how you understand your customers and build products that your customers find irresistible
- Be confident in digital verification and authentication processes so that every customer can communicate with your organization securely, efficiently and in tune with the move towards total digital interaction
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
Marcelo Regen Vice President, Brand Innovation & Chief Customer Officer Allstate
Catherine Pearson Senior Vice President & Practice Leader Environics Analytics
Monique Hesseling Managing Director, Insurance Cloudera
SESSION FOUR: FLAWLESS CUSTOMER EXPERIENCES
In a highly competitive and unforgiving marketplace, your customers’ experiences mean everything. Any bad experience risks a customer leaving forever. Explore how you can deliver transparent, speedy and straightforward experiences for your customers
1:35pm – 1:50pm (ET)
Presentation: Foresters’ Focus on Flawless Customer Experiences
Matt Berman President, Foresters Life Insurance and Annuity Company (FLIAC) & Chief Distribution Officer Foresters Financial
1:50pm – 2:05pm (ET)
Fireside Chat: How American Family is Putting Customer First
Dan Keenan Head of Growth Hi Marley
Gwen Olson Enterprise Claims Strategy AVP American Family
2:05pm – 2:35pm (ET)
PANEL Q&A and discussion on Excellent Customer Experience
- Create omnichannel experiences that allow your customer to interact with your organization on their terms
- Perform at the ultimate ‘moment of truth’ claims- by using automation, AI and human expertise collaboratively to deliver speedy, accurate resolutions
- Release relevant, educational, and engaging content to match customers lifestyles and in doing so, provide fuller, value-add services to your customer base
- Ramp up self-serve and direct to customer business models that allow for an easier, simplified, and cheaper customer experience
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
Matt Berman President, Foresters Life Insurance and Annuity Company (FLIAC) & Chief Distribution Officer Foresters Financial
Mark Hardy Vice President, Direct Life & Health TD Insurance
Simon Tomlinson Managing Director iPipeline Canada
Dan Keenan Head of Growth Hi Marley
SESSION FIVE: THE FUTURE OF CANADIAN INSURANCE PART II (10:00- 11:20 (ET))
The current and anticipated impact of Covid-19 on the Canadian insurance industry
9:45am – 9:50am (ET)
Chairman’s Welcome
Chairman: Bryan Falchuk Founder Insurance Evolution Partners
9:50am – 10:05am (ET)
Presentation: The New Reality for Insurance
Chris Cornell Partner KPMG
10:05am – 10:20am (ET)
Presentation: Peel Mutual Case Study
Irene Bianchi President & Chief Executive Officer Peel Mutual Insurance Company
10:20am – 10:35am (ET)
Presentation: The Human Face of Technology
Anna Foat Director, Global Digital Transformation Office Sun Life Canada
10:35am – 10:50am (ET)
Presentation: The Property Insurance Journey of Today and Tomorrow
James Swayze Senior Executive, Symbility CoreLogic
10:50am – 11:20am (ET)
PANEL Q&A and discussion on The Future of the Canadian Insurance Industry
- Explore the major trends emerging (in the short and medium term) of COVID-19, including the human and business impact on insurance carriers
- Predictions for the long-term trajectory for the industry, from risk and customers to products and processes
- Identify temporary and permanent changes in the Canadian insurance industry that allow new opportunities to be realized
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
Irene Bianchi President & Chief Executive Officer Peel Mutual Insurance Company
Anna Foat Director, Global Digital Transformation Office Sun Life Canada
James Swayze Senior Executive, Symbility CoreLogic
Chris Cornell Partner KPMG
SESSION SIX: YOU ARE ONLY AS GOOD AS YOUR DATA (11.20- 12.40 (ET))
Reveal the full picture of your customers, your potential customers; their behaviors, desires, the total risk analysis- do so and you can make sensible, profitable decisions moving forwards
11:20am – 11:35am (ET)
Presentation: The Zensurance Journey
Danish Yusuf Chief Executive Officer & Founder Zensurance
11:35am – 11:50am (ET)
Joint Presentation: Future of Auto Repair - the AI-enabled 48-hour Repair
Jimmy Spears Head of Automotive Tractable
Jason Hope Vice President of Strategic Projects The Boyd Group Inc
11:50am – 12:20pm (ET)
PANEL Q&A and discussion on Data and Advanced Analytics
- Gain a consistent source of the truth (your data) – and achieve real returns from AI & Analytics services- after all your products are only as good as the data they’re drawing from
- Assess new sources of data like ‘social’ with brand new methodologies so that you can truly understand your customers’ behaviours. With new data, enhance your predictive modelling so that you don’t fall behind
- Discover the insight gained from the latest digital marketing analytics techniques. Move away from just call centre analysis, and work out what people want or intend to do based on their interactions digitally
- Establish a long-term and accepted cultural shift towards AI, analytics, and automation
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
Jimmy Spears Head of Automotive Tractable
Jason Hope Vice President of Strategic Projects The Boyd Group Inc
Danish Yusuf Chief Executive Officer & Founder Zensurance
Eugene Wen Vice President, Group Advanced Analytics Manulife Financial
SESSION SEVEN: THE PERFECT TIME TO INVEST (12.40- 14.00 EST))
In many ways, Covid-19 has essentially acted as a catalyst in speeding up internal projects, innovation, and digital transformation pieces. More than ever, carriers must be close to, and supportive of their customers, at a time when people have never been so far apart
12:40pm – 12:55pm (ET)
Presentation: Case Study- The Ongoing Innovation Road Map
David Arbuthnot Director of Innovation Outpost Wawanesa
12:55pm – 1:10pm (ET)
Presentation: Key Innovation Principles to Match Modern Customer Expectations
Dipu KV President- Operations, Communities & Customer Experience Bajaj Allianz
1:10pm – 1:25pm (ET)
Presentation: Digital Protection Ecosystems
Fernando Moreira Senior Vice President, IB Consumer and Small Business Scotiabank
1:25pm – 2:00pm (ET)
PANEL Q&A and discussion on Investment & Innovation Priorities
- Understand the true risk and capabilities of third party insurtechs so that you can make quick and profitable business decisions on partnerships
- Produce a clear and convincing business case that reassures senior management that now is the time to invest; digital transformation front and back office, advanced analytics and AI
- Become an agile organization, built on a common culture of technology adoption, capable of making investment decisions and implementing myriad technology at speed
Moderator:
Bryan Falchuk Founder Insurance Evolution Partners
Panelists:
David Arbuthnot Director of Innovation Outpost Wawanesa
Dipu KV President- Operations, Communities & Customer Experience Bajaj Allianz
Fernando Moreira Senior Vice President, IB Consumer and Small Business Scotiabank
2:00pm (ET)
Chairman’s closing remarks and end of live event
Chairman: Bryan Falchuk Founder Insurance Evolution Partners
Future of Insurance Canada 2020 Roundtables
TECH INNOVATION
THE DATA ROUNDTABLE
Intelligently orchestrate data across touchpoints to create highly personalized and relevant engagement
CUSTOMER PROFILING ROUNDTABLE
Get to know your customers in more detail than ever before: Use data and analytics and create interactive, tailored, on-demand products that suit modern lifestyles and risk profiles more accurately
AI IN CUSTOMER SERVICES ROUNDTABLE
A touchless future: Redefine the blend of human and technology customer services with a focus on AI
CLAIMS
THE TELEMATICS ROUNDTABLE
Learn how integrating telematics data can help you to accurately estimate damages, speed the claims process and reduce fraud
THE DIGITAL CLAIMS ROUNDTABLE
Disruptive technologies: Implement digital claims and enable better claims processing. Drive innovation and deliver strategic value
THE CLAIMS EXPERIENCE ROUNDTABLE
Create Fast, Accurate Claims with Nothing More Than Your Customer and Their Smartphone
