Introducing a new era for insurance



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 Case Study

Rowan Saunders Chief Executive Officer Economical Insurance

10:20am – 10:35am (ET)

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 Case Study

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)

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)

Intact Vision on the Future of Our Industry

Louis Gagnon President, Canadian Operations Intact

12:35pm – 12:50pm (ET)

Delivering on Customer Expectations

Marcelo Regen Vice President, Brand Innovation & Chief Customer Officer Allstate

12:50pm – 1:05pm (ET)

Presentation

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)

Achieving 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

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: Sun Life Case Study

Anna Foat Director, Global Digital Transformation Office Sun Life Canada

10:35am – 10:50am (ET)

Presentation

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: Zensurance Case Study

Danish Yusuf Chief Executive Officer & Founder Zensurance

11:35am – 11:50am (ET)

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

Dipu KV President- Operations, Communities & Customer Experience Bajaj Allianz

1:10pm – 1:25pm (ET)

Presentation

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