The industry shaping agenda


Day 1 · Tuesday, November 16th

The Key Strategies for Claims Innovation

9:00am – 9:15am (EST)

Opening Keynote:Make claims count: Achieve ROI (and more) from claims transformation

  • Discover how the pandemic accelerated USAA’s touchless claims strategy, expediting the claims experience and keeping their members safe
  • Explore specific examples of emerging technologies implemented with USAA during this period of unpresecedent disrutpion
  • Learn how USAA is working to future-proof claims heading into its 100th year

Ramon Lopez VP, Claims Operations USAA

9:15am – 9:30am (EST)

Physical to digital-first claims: Bridging the workforce transition

  • Discover how you can upskill your adjusters and achieve the right mix of human-digital interaction that delivers superior customer experience, reduces cycle times and error rates
  • Explore emerging trends in claims business and digital transformation, as well as how digital technology is shaping customer expectations and experience
  • Learn how digital training solutions that ensure learning in the flow of work, easy aggregation of content across business lines and geographies, and offering of personalized support that maintains data security, all work to ensure cost-effectiveness at scale

Supriya Goswami VP, Product Marketing Whatfix

9:30am – 9:45am (EST)

What’s next in claims?

  • Learn how to entirely reimagine what has traditionally been known as “Claims Processing”: When a customer is ‘filing a claim’,  recognize it as an opportunity to deliver on our initial promise to provide a positive customer experience
  • From industry-standard language to empathetic conversations and from simply paying a benefit, to consulting about better financial wellness outcomes: Prudential is significantly improving the experience of our customers by moving from complicated paper forms that rely on US Mail to digital interactions
  • Know your customer better than ever before : Empathetically understand each unique challenge, providing our customers what they need - when they need it the most, ultimately providing financial peace of mind

Sue Unvarsky VP, Head of Life Claims Prudential Financial

9:45am – 10:00am (EST)

Live Q and A:Unlock the full value of claims

Ramon Lopez VP, Claims Operations USAA

Supriya Goswami VP, Product Marketing Whatfix

Sue Unvarsky VP, Head of Life Claims Prudential Financial

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Master Claims Transformation at Scale

10:00am – 10:15am (EST)

Frictionless Property Claims: Leveraging systems to achieve true process transformation

  • Examine the strategic deployment of automation that focuses on the most urgent customer needs
  • Explore how digital acceleration is leading to claims innovations that are rapidly transforming insurance
  • Understand how claims experts have adapted to a post-pandemic future, and how they will continue to succeed in the new reality

Zack Gordon Senior Director, National Homeowner Claims CSAA Insurance Group

10:15am – 10:30am (EST)

How to improve loss ratio with technology: Powered proactive claims management

  • Loss Prevention, if applied strategically, will redefine the customer engagement – the insurer and the customer will not negotiate but collaborate in the claims process: Learn how the re-imagined claims journey will evaluate each touchpoint and proactively use a mix of human intervention and technology to expedite the processes while delivering the optimal customer experience.
  • While the industry recognizes proactive claims management as the method to contain loss amounts, it has not yet grasped the extent to which rapid advancements in automation, AI / ML, connected eco-system will drive loss prevention
  • Every insurer is at different levels of maturity in their Claims prevention journey: Hear how insurers can apply the right strategies, technologies and talent to reduce the $30B spend

Chirag Jindal Head of Insurance, Americas ServiceNow

10:30am – 10:45am (EST)

Positive Disruption: Learn how Farmers Insurance® is employing emerging technologies to augment and accelerate delivery of a top-tier, tech-first claims experience

  • The world is changing faster now more than ever before, and a customer-centric approach cannot be one size fits all. Customers have individual preferences, and we must be able to meet them whenever and wherever they may need us
  • Empower employees to serve customers through dynamic, emerging technologies, setting the bar for the industry
  • Discover how Farmers has introduced the industry’s first robot for catastrophe claims handling

Samantha Santiago Head of Claims Strategy & Automation Farmers Insurance

10:45am – 11:00am (EST)

Live Q and A:Build a transformative tech ecosystem for claims

  • Realize the value added to your claims organization with a hollistic view of your technology ecosystem
  • Explore the use cases that prove that a strategic view of your tech deployment across all processes and interactions is now non-negotiable

Zack Gordon Senior Director, National Homeowner Claims CSAA Insurance Group

Chirag Jindal Head of Insurance, Americas ServiceNow

Samantha Santiago Head of Claims Strategy & Automation Farmers Insurance

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Simple and Seamless: The New Digital CX

11:00am – 11:15am (EST)

Fireside Chat:The Acceleration of claims technology and it's impact on success at the front lines

Steve Donnelly Chief Claims Officer Amerisure

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

11:15am – 11:55am (EST)

Live Panel:Enhance understanding of emerging technologies: Hear how insurtechs and carriers are delivering disruptive AI, analytics, automation and more

  • Deliver a seamless customer experience with trust embedded at every level and discover how a simple phone call can still be your best asset in an automated world
  • Now is the time for legacy carriers to unleash their inner disruptor - combine in-depth historical knowledge with the start-up mentality for truly innovative insurance
  • Survey the wide selection of tools at your disposal and equip yourself with the latest case studies for claims success

Steve Donnelly Chief Claims Officer Amerisure

Charlie Wendland Head of Claims Branch Insurance

Sara Hurst Senior Client Success Manager First Orion

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

11:55am – 12:00pm (EST)

Break

Customer Safety, Customer Loyalty

12:00pm – 12:15pm (EST)

The power of claims customer choice: Give customers more than they expect and reduce cycle time

  • Harness AI and data to build models that identify the most effortless path to move customers from first notice of loss (FNOL) to payment faster
  • Provide multiple solutions that enable a fast and seamless approach for navigating your claim: leading with connected technology which include a combination of digital and telephony tools for a personalized experience
  • The preferred customer experience is not uniform: Use of omnichannel capabilities and proactive communications that deliver ease, speed and efficiency while meeting the customer's preference 

Dena Silveri VP, Personal Lines Centralized Claims and Operations Nationwide

12:15pm – 12:30pm (EST)

Using the human connection to create a best-in-class claims experience

  • Have your customer’s best interests at heart and discover how to design personalized and seamless CX based on your customer’s expectations
  • Go further with your customer experience strategy, meet expectations with empathetic, informative claims associates offering accessible experiences
  • Hear how MetLife is creating and driving a customer-centric culture in Claims using data, timeliness, and actionability

Tim Cotter Director, Customer Experience, US Group Customer Service & Operations Metlife

Tim Krug Director, Insurance Practice Medallia

12:30pm – 12:45pm (EST)

The value of true engagement: The ever-evolving relationship between innovation and the customer

  • Maximize digital communication through automated customer touchpoints to keep the customer informed and engaged throughout the process
  • Learn about ways to leverage AI and predictive analytics to improve the customer experience by decreasing process cycle time
  • Leverage technology by the implementation of straight through processing in underwriting and claims

Lance Ondrej EVP, Chief Claims Officer Germania Insurance

12:45pm – 1:00pm (EST)

Live Q and A:Deliver empathy at scale in the age of digital claims

  • Carriers and customers alike face the task of determining how much automation feels like too much at a time when true human connections may be what is needed most
  • Join our experts as they discuss the potential for empathy at scale delivered by omnichannel experiences that allow customers to create their own personal claims journeys

Dena Silveri VP, Personal Lines Centralized Claims and Operations Nationwide

Tim Cotter Director, Customer Experience, US Group Customer Service & Operations Metlife

Lance Ondrej EVP, Chief Claims Officer Germania Insurance

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Social Inflation: Move from Risk Management to Risk Prevention

1:00pm – 1:20pm (EST)

Fireside Chat:No loss today, no claim tomorrow: Minimize risk with strategic tech deployment

Patrick Nails EVP, Chief Claims Officer Arch Insurance Group

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

1:20pm – 2:00pm (EST)

Live Panel:Claims as the moment of truth: Maximize claims quality to minimize future claims costs

Patrick Nails EVP, Chief Claims Officer Arch Insurance Group

Ann Field Head of Client Services Operations, North America Aon Reinsurance Solutions

Armando Andrade EVP, Claims Operation Division The Best Claims Solutions

Tim Christ VP, Growth Claimatic

Moderator: Margaret Resce Milkint Global Insurance Practice Leader Diversified Search Group

Day 2 · Wednesday, November 17th

Reveal The Technology Edge You Did Not Know You Had

9:00am – 9:15am (EST)

Opening Keynote:Become an innovation leader today: Forge a path to unprecedented claims outcomes

  • Discover what being an innovation leader in today’s world really means, particularly within the claims space
  • Ensure innovation continues on its intended trajectory in the face of increasingly complex regulation
  • Plan your innovation journey with goals that are impactful for your business continually in mind  

Jacqueline Tirpak VP, Corporate Claims Officer Erie Insurance

9:15am – 9:30am (EST)

Pick your battles: Strategic claims automation for maximum results

  • Simplify the claim-filing experience: In a world where consumers are comparing claim-filing experiences against Amazon and Doordash, carrier processes need to mirror easy and “always on” experiences, making streamlined and intuitive digital workflows the key
  • Expedite the total loss process: Total losses are on the rise and customers are shopping around as a result, making it imperative that carriers use real-time data for total loss claims to save critical time and money, and, even more importantly, creating a better claims experience for customers

Bill Brower VP, Head of U.S. Auto Claims Strategy LexisNexis Risk Solutions

9:30am – 9:45am (EST)

Technology as an enabler of the claims process: The irreplaceable role of human empathy

  • The role of technology in facilitating claims is all about speed, tempered by the importance of customer need
  • Automation can speed claim intake and payment, while other technology tools can enable the adjuster to more speedily analyze and assess the claim
  • It’s essential to maintain human interaction in complex and specialized claims, enabling the empathy and understanding that leads to the best outcome for the insured and the insurer

Nick Conca Chief Claims Officer Markel

9:45am – 10:00am (EST)

Live Q and A:The race against the innovation clock: Build back a better claims organization

  • With constant competition with retail and digital disruptors, carriers face the challenge of reinventing insurance in a ever advacing techology landscape
  • Discover how simplyfing your tech stack can accelarete your claims digitalization efforts 

Jacqueline Tirpak VP, Corporate Claims Officer Erie Insurance

Bill Brower VP, Head of U.S. Auto Claims Strategy LexisNexis Risk Solutions

Nick Conca Chief Claims Officer Markel

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Build an Innovation-Centric Claims Organization

10:00am – 10:15am (EST)

Fireside chat:Become an innovation-centric organization and outpace the competition

Jeffrey Brown Chief Business Development Officer Vpay

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

10:15am – 10:55am (EST)

Live Panel:Innovation first, innovation always: Unleash the hidden power of agility in claims

  • The image of the legacy insurance carrier is ready to be shattered, as carriers focus efforts on innovation - no where is better to start than with claims, the insurance moment of truth
  • Join our panel of experts as they explore how to reveal the true agile capabilities of your claims teams, making the direct impact on CX and claims efficiencies

Carey Bond Head of Claims - US Lloyd's

Robert Bowers Chief Claims Officer Westfield Insurance

Jim Burdick Senior Business Development Manager Deluxe

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

10:55am – 11:00am (EST)

Break

Transformation Driven by Data and Innovation

11:00am – 11:15am (EST)

Imagining tomorrow to transform the industry today: Innovation that compliments agile iteration inside your company’s walls

  • Learn how to create the conditions for reliably cultivating innovative ideas from your team, which includes setting and encouraging a regular cadence of creative thinking that accounts for emerging technologies and shifting needs
  • Understand how to develop industry-leading digital offerings while simultaneously leveraging contributions from rising insurtechs and partnerships to support customers calmly and quickly, helping them to regain control and stability in the face of a loss
  • Move towards digital claim automation without sacrificing heart and soul— through personalized services derived from data and insights about customers, built for precision and speed

Gwen Olson AVP, Enterprise Claims Strategy American Family

11:15am – 11:30am (EST)

Insurers, it’s time to kill the check

  • Insurtech and fintech adoption within the insurance industry in 2020 was equivalent to three to four years’ worth of progress at the pre-pandemic pace, yet this is only the tip of the iceberg
  • Learn how claims organizations can transform legacy processes, lacking in speed and burdened by fraud, to make a 180° turnaround and provide next-level CX and unprecedented efficiencies across multiple business lines 

Kevin Ostrander Chief Sales Officer One Inc

11:30am – 11:45am (EST)

Leverage Claims innovation and data strategy: How to deliver better outcomes

  • Lies, damned lies, and statistics:  Data is a powerful tool but it needs to be focused customer needs. Learn how your claims organization can locate that bright path and ensure it’s delivering meaningful results and helpful insights
  • Which way ought I to go from here? That depends a good deal on where you want to get to:  Discover How does a company best invest its capital resources in Claims technology and focuse on core priorities that differentiate one project from another
  • Never confuse motion with action: With the customer at the center of everything we do, learn to deliver effectiveness and efficiency at the same time. through constant improvement aimed at producing better outcomes

Lance Albright AVP, Claims Relationship Management QBE North America

11:45am – 12:00pm (EST)

Live Q and A:Transformation driven by data and innovation

  • Carriers possess an unrivalled advantage in the mountains of historical data at their disposal, which can prove a powerful tool when combined with a view of such data as key strategic asset
  • Explore how making claims the primary focus for innovation will prove the most impactful for everything from loss reduction and prevention to customer retention and fraud prevention
  • Discover how strategic investment in technology that is aligned with business goals and unit processes creates the holistic claims transformation you have been looking for

Gwen Olson AVP, Enterprise Claims Strategy American Family

Kevin Ostrander Chief Sales Officer One Inc

Lance Albright AVP, Claims Relationship Management QBE North America

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

12:00pm – 12:05pm (EST)

Break

Engage with Current and Future Claims Talent

12:05pm – 12:25pm (EST)

Panel:Talent, diversity and education: Top to bottom, end to end, and side by side

  • Diversity is our strength: Discover how a diverse range of talent can fill the historic knowledge gaps within your organization, helping kickstart your true innovation journey
  • Knowledge is power: Empower your claims teams with the knowledge and training they need to be brought along for the ride as your claims organization embarks upon it's most ambitious transformation to date
  • Build it and they will come: Build an organization and brand that reflects the ambitions of your desired talent, and provide a path that proves meaningful, showing the next generation of claims teams that they can make claims truly better than ever before

Don Jones Head of Claims US Insurance Operation Mass Mutual

Gina Hardy General Manager North Carolina Joint Underwriting Association (NCJUA) North Carolina Insurance Underwriting Association (NCIUA)

Angela Bretz Chief Diversity and Talent Acquisition Officer Nationwide

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

12:25pm – 1:00pm (EST)

Live Panel:Deploy the upskilling strategies and digital tools to achieve claims automation at scale

  • Discover how upskilling training and programmes can unlock new innovation capabilities and help your organization reimagine claims for a world of automation at scale
  • Explore how automation and new digital capbilities  provide your claims teams with more opportunities to make real impacts in the business as well as in the lives of customers who are the most in need of a human connection
  • Learn how automation at scale can take the capabilities of SIU teams to the next level with claims triage and AI-driven analyses

Lori Pon Director, Claim Innovation & Strategy AAA

Kate Dodson Claims Operations Leader Ohio Mutual Insurance Group

Reshma Mani Senior Director, Product Management Guidewire

Anupam Malhotra Insurance Technology Adoption Leader Whatfix

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Balance Competing Demands of Today's Claims Customer

1:00pm – 1:15pm (EST)

Discover the areas of improvement throughout the claims CX that will have the biggest impact on business results

  • Remove barriers to enhanced customer satisfaction by streamlining select parts of the claims process that customers identify as the most painful
  • Make claims your best tool for customer retention by providing the myriad of self-service opportunities and human touchpoints that will make your claims experience a cut above the rest

David Vanalek Chief Legal and Compliance Officer Richmond National

1:15pm – 1:30pm (EST)

Westfield’s Story - How automation fosters lovable customer experiences

  • Customers want their claims handled quickly and fairly, with regular status updates and communication all along the way. Automated functions can help toward this goal – but not every insurance process is right for automation.
  • Discover how to achieve that balance between streamlining process and improving the customer experience to unlock the customer retention results you’ve been seeking.

Jason Bidinger Claims Process Leader Westfield Insurance

Julia Manghis Senior Customer Success Manager Hi Marley

1:30pm – 1:45pm (EST)

Learning Lessons: What has the WFH environment taught us?

  • Learn what has worked well through the pandemic (when the world has worked from home)
  • Lessons Learned: Discover what should we continue to do as part of our evolved operating and service models
  • Explore what has not worked and how should we address that as well as how we balance talent and technology as we look to service clients and customers today and tomorrow

Neil Harisson Chief Claims Officer AON

1:45pm – 2:00pm (EST)

Live Q and A:Don't just adapt: Disrupt customer expectations with digital agility

  • Accelerate digitalization at a rapid rate: Explore how the pandmic moved the insurance world towards digital withn months, and how the industry is set to change further
  • Build a claims organization that thrives in the digital marketplace with claims experiences that offer more than any customer could ever expect, faster than they could ever expect it

David Vanalek Chief Legal and Compliance Officer Richmond National

Neil Harisson Chief Claims Officer AON

Jason Bidinger Claims Process Leader Westfield Insurance

Julia Manghis Senior Customer Success Manager Hi Marley

Moderator: Margaret Resce Milkint Global Insurance Practice Leader Diversified Search Group

2:00pm – 2:15pm (EST)

Fireside Chat: Transform the claims journey to elevate CX, reduce operational expense and improve employee engagement

Meredith Barnes-Cook Global Head of Insurance Ushur

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Day 3 · Thursday, November 18th

Claims Process Transformation Excellence Through Ecosystems and Platforms

9:00am – 9:15am (EST)

Fireside Chat:Achieve superior customer claims experience through the three lenses philosophy: Fast. Transparent. Digital. Bring the ‘Amazon’ experience to claims

Mike Fiato EVP, Chief Claims Officer Liberty Mutual

9:15am – 9:30am (EST)

Claims Automation: Bringing the human touch when it matters

  • In a post-pandemic world where customers are welcoming more touchless engagements, it's important to maintain quality human interactions. There is no "one-size fits all" for claims management - and insurance carriers and their partners must remain market competitive and fully in touch with customers
  • Discover how carriers can work to balance expectations of delivery of both human and digital support
  • Join us as we explore successful claims process imperatives and intersections, including those that require greater human interaction, and those that are better suited for digital and artificial intelligence (AI)

Marcos Malzone VP, Product Marketing Solera

Julie Rochman Solera Board of Advisor and Insurance Expert Solera

9:30am – 9:45am (EST)

Fireside Chat:The future is now: Build the organizational foundation to succeed when change is a must

  • Discover how your team members and the organization's story can help you build the foundation for your future
  • Learn how to not "manage" but "lead" the changing roles and the people within those roles as the organization transforms
  • Build your organization around a culture of confidence to unlock the full innovation potential of each individual member of your team

Brian Pozzi VP, Chief Claims Officer AAA

9:45am – 10:00am (EST)

Live Q and A:Disruption-proof claims: Thrive in a world that’s in flux

  • End the cycle of disruption and reaction with a proactive approach to claims transformation that build agility and foresight into the claims organization itself
  • Prepare your organization to move beyond current consumer demands and traditional processes to create a claims experience that constantly defies expectations

Brian Pozzi VP, Chief Claims Officer AAA

Marcos Malzone VP, Product Marketing Solera

Julie Rochman Solera Board of Advisor and Insurance Expert Solera

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Tech as a Truly Priceless Tool Towards Seamless CX

10:00am – 10:15am (EST)

Reuters Editorial Fireside:The real gold is the experience: Explore technologies that enable seamless, automated and simple transactions as well as delivering a seamless and digital CX

Ian Thompson Group Chief Claims Officer Zurich

David French Journalist Reuters

10:15am – 10:30am (EST)

Transform your customer-facing capabilities using the power of data

  • Striking a balance between good CX and next-gen fraud detection: Know as much as you can before onboarding a customer, meaning no unnecessary validations, for a good customer experience uninterrupted by unnecessary questions
  • Don't just automate, improve: Leverage information from outside of the process to provide a layer of predictability, standardizing it for use by carriers in their models
  • Fill in the gaps-- better claimant data means a better claimant experience: Integrating new data elements is a necessary step in the evolution of the claims handling process and provides value across the entire claims lifecycle

Derek Winkler VP, Product Development Carpe Data

10:30am – 10:45am (EST)

Making CX central in claims

  • There is no “experience vacuum.”  An experience will exist whether you craft it or not.  So why not be intentional about it?
  • Deeply consider what your existing customers want, as well as those prospective customers you’re seeking to gain
  • Build an intentional experience that provides your team members with the framework they need to provide service tailored to your customer

Kimberly R. Vaughn AVP, Claims Experience & Customer Analytics Amerisure

10:45am – 11:00am (EST)

Live Q and A:Care as the core of powerful claims experiences

  • As digitalization and automation continue to advance at an unprecedented rate and scale, claims will remain the focal point for insurance CX
  • Explore the true benefits of customer care as the cornerstone of claims, and discover how care need not hamper efforts towards efficiency or profitability - quite the opposite in fact!

Ian Thompson Group Chief Claims Officer Zurich

Derek Winkler VP, Product Development Carpe Data

Kimberly R. Vaughn AVP, Claims Experience & Customer Analytics Amerisure

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

11:00am – 11:05am (EST)

Break

Partnership & Collaboration: Table Stakes in the Path Forward in Claims

11:05am – 11:20am (EST)

Transforming the Claims Experience in a Digital Era: Benefits of Automation as a Competitive Advantage

  • Forge an end-to-end view of the claims process and manage the customer life cycle with holistic data points and diverse stakeholder input
  • How to get organizational buy in for the value of the customer experience, especially around the claims process
  • Connected customers want personalized products, real-time engagement and seamless service, regardless of the industry
  • It is important to deeply understand customer expectations before leaping into technology investments

Don Jones Head of Claims US Insurance Operation Mass Mutual

11:20am – 11:35am (EST)

Collaboration success factors for InsurTechs and traditional carriers

  • Supply Chain Issues and how it impacts collision repair
  • Measuring where you get the part and how it’s delivered
  • Are you measuring it correctly and what to look for 

Greg Horn Chief Innovation Officer Parts Trader

11:35am – 11:50am (EST)

Discover new and innovative channels to market to gain new customers and realize traction on your proposition

  • Discover how your partnership strategies and decision-making impact your customer retention and growth efforts
  • Re-evaluate your assessments of customer needs and preferences to maximize the effectiveness of your proposition
  • Explore the role technology truly plays in finding and using new channels for customer growth as the human connection maintains a vital role for claims customers

Paul Stachura SVP, Chief Claims & Risk Engineering Officer State Auto

11:50am – 12:05pm (EST)

Live Q and A:Build long-lasting partnerships that make claims impactful

  • Claims organizations and their partners have a prime opportunity to build on all the progress made in 2020, and truly revolutionize the claims experiences for all customers together
  • Discover how carriers and innovation partners can communicate effectively to maximize the success of solutions applied from pilots all the way to scaling across the business
  • Learn how partners can provide carriers with the tools to maintain buy-in from internal stakeholders as transformation continue to accelerate

Don Jones Head of Claims US Insurance Operation Mass Mutual

Greg Horn Chief Innovation Officer Parts Trader

Paul Stachura SVP, Chief Claims & Risk Engineering Officer State Auto

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

12:05pm – 12:10pm (EST)

Break

Re-Imagine The Carrier Role: The Power of Prevention

12:10pm – 12:25pm (EST)

Evolving the customer protection promise with smart home technology

  • IoT has been used in insurance for years now but the technology has not been integrated successfully in the homeowners market, but that could be set to change as smart home tech could hold the keys to claims prevention
  • Discover how, with the right integration and operational playbook, smart home technology can be a powerful tool for home insurers to bring major protective benefits to the customer, as well as new loss-reduction possibilities
  • Explore the opportunities to improve customer behaviour that, when integrated with protective services, makes smart home tech the very best tool available in the home insurer’s toolkit

Richard L. McCathron CPCU CIC President Hippo

12:25pm – 1:00pm (EST)

Live Panel:The nexus between claims and customer through new tech capabilities

  • Unlock true carrier-to-customer connectivity through the power of new capabilities; transform shadow processes into better digital solutions and empower your fraud detection for truly reimagined claims
  • Harness new data from data-centric processes to create personalized, digital claims experiences to deliver on the promise of a consistent, high quality experience that customers demand
  • Automate claims workflows for a truly touchless experience for those customers who want claims to be as fast and simple as possible

Richard L. McCathron CPCU CIC President Hippo

Calvin Strong Claims Integration Leader Farmers Insurance

Robert Passmore VP, Auto & Claims Policy American Property Casualty Insurance Association

Rob Douglas CEO & Co-founder Skopenow

Art Harrison Co-founder & Chief Growth Officer Daylight

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners

Make Your Future Arrive Early

1:00pm – 1:15pm (EST)

AUTO: Make your company fully digital and deliver business efficiency at scale

  • Discover how Clearcover is achieving one of the fastest claims experiences in car insurance, harnessing the power of AI/ML driven digital claims validation and expedited processes
  • Create confident customers through experiences that consistently and uniquely deliver on four things that every insurance customer wants: transparency, convenience, low prices, and superior value.
  • Redefine what insurance delivers by helping customers stay in control and at the centre of all goals and decisions 

Matt Christopher VP, Claims Clearcover

1:15pm – 1:30pm (EST)

How Can AI be Used to Reconstruct Collisions?

  • As dash cam videos become common, how should insurers treat them in the claims adjustment process?
  • How AI works to understand both 1st party and 3rd party actions and assign liability accordingly?
  • The New York rideshare insurance use of videos for FNOL and Claims Adjustment
  •  How Mitsui Sumitomo (Japan) uses dash cam videos across hundreds of thousands of consumers?

Amit Shalev VP, Business Development Nexar

1:30pm – 1:45pm (EST)

LIFE: The value of connected life – Take the 360° view for lower risks and healthier customers use

  • Your claims experience depends on providing each and every customer with an experience that it both fast enough and personal enough, which is all determined by your combination of technology and people power
  • Discover how you can maximize your ROI on technology investment by constructing claims processes that deploys each capability, both human and machine, at the right touchpoints
  • Explore the pitfalls of automation for innovation's sake, and how augmented claims people are the future of the industry

Scott Hauptman VP, Chief Claims Officer Grange Insurance

1:45pm – 2:00pm (EST)

Live Q and A:IoT & connected propositions customers love: Multiline claims innovation products that the consumer has embraced

  • Claims innovation through connected tech will continue to be non-negotiable for any carrier, regardless of their lines of business
  • Discover how to build customer trust and confidence through new remote sensor capabilities by building more rapid touchpoints that add value for everyone

Matt Christopher VP, Claims Clearcover

Scott Hauptman VP, Chief Claims Officer Grange Insurance

Amit Shalev VP, Business Development Nexar

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners