THEINSURANCENETWORK

Keynote presentations

Speakers include

4th Annual

Strategic Claims Conference“Transforming claims to deliver strategic value and

sustainable competitive advantage”March 4th 2014 | Dexter House | London

Main sponsor: Stream sponsors: Exhibitors:

Jon DyeUK CEOAllianz Insurance

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Paul OwensChief Executive OfficerWillis Global Captive Management

Richard GurneyClaims DirectorJLT

Ben HortonPersonal Claims DirectorRSA

Mark CliffCEO Retail & DistributionAgeas (UK)

Jonathan SutcliffeClaims DirectorHastings Direct

Ian ThompsonChief Claims Officer, GI Claims Europe Zurich Insurance

Graham GibsonDirector of ClaimsAllianz

Oke EleazuNon Executive Director, Institute of Customer Service & former Director of Customer Service Strategy, Sainsbury’s

Steve RobsonClaims DirectorBrit Insurance

Richard Clark DirectorXuber

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Programme09.00 Introduction by the chair

09.15 Keynote presentations CEO Perspective: realising the strategic value of an effective claims strategy

• WhatistheCEOlookingforfromboththeclaimsfunctionandClaimsDirector?• Keycriteriaforasuccessfulclaimsfunction• Movingbeyondcontrollingindemnityspend–thenextstepsforstrategicclaims• Understandingthecrossfunctionalimpactofclaimsonthewiderbusiness...andthewiderbusinessonclaims• Ensuringchangestotheclaimsstrategyhaveapositiveimpactoncomplexrelationshipsbetweenclaims, underwriting,actuarial,pricing,capacityandreinsurance

Jon DyeUK CEOAllianz Insurance

What’s next in claims transformation?Whatarethestrategicinvestmentsneededinclaimspeople,processandtechnologytomeetfuturecustomerserviceandbusinessdemands?• Havetheinvestmentsmadetodatedeliveredtangibleimprovements?• Arewetoofocusedon‘process’andnotenoughon‘outcome’?• 3disruptiveforcesimpactingthesectorandtheimplicationsforclaims –Dataandadvanced,predictiveanalytics –Meetingdynamiccustomerrequirementsinservicequality,communicationsandspeed –Nextgenerationtechnologyprovidinginnovationinclaimshandlingandservice

Richard ClarkDirector Xuber

A vision for the changing role of the broker in adding value through claims• TheoperationalandstrategicchallengesfacingtheindustryandbrokersinSMEandlargecorporaterisks• Effectivelyhandlingcomplexclaimsiscentraltohavingastrongcustomerfocus• Howmustoperationalstandardsbeimprovedtodeliverafasterandmoreeffectiveclientclaimsexperience?• Leveragingtheincreasingroleofdatainimprovingstandardsandservice

Paul OwensChief Executive OfficerWillis Global Captive Management

10.45 Networkingcoffeebreak

OverviewYourclaimsstrategynotonlyimpactsCOR,itdeliversthecustomerexperiencethatshapesyourbrand,yourreputationandyourabilitytoretaincustomersafteranevent.However,deliveringthestrategicvaluethatclaimscanprovidetoanorganisationdoesnotjusthappen–ittakescommitmentfromthetop,investmentintalentedpeople,newtechnologyandeffectiveprocesses-plusacustomerfocusedculture.Getitwrongandtheconsequencestothebusinesscanbedisastrous.

TheStrategicClaimsConferenceprovidesauniqueforumtoexplorethestrategicvaluethatclaimscanprovidetoanorganisation.Bygettingawayfromthedaytodaytechnicalitiesofclaimsprocessingandfocusingonovercomingthestrategicchallengesthatlieahead,youwillleavewiththeinsightsthatwillhelpdeliveranagile and robust claims strategy that reduces indemnity spend and improves underwriting performance.

Attend this conference to discover:• Thekeycriteriaforasuccessfulclaimsstrategyasdisruptiveforceschangeyourline(s)ofbusiness• Howtoreducefrictionalcostsandachieveyourclaimstargetoperatingmodel• Howotherindustriesapproachcustomerservice• Keyinsightsintoachievingdifferentiationthroughyourclaimsservice• What’snextaftercoresystemtransformation?Howwillnewtechnologyimpactclaims?• Howtoco-ordinatethesupplychaintoimprovecustomerservice

13.00 Networkinglunch

Panel 1

Personal Lines

Overcoming the strategic claims challenges in a rapidly developing

personal lines environment

This panel discussion will focus on the impact of external and internal factors drivingstrategicchangeandthebestresponse.

Our expert panel will present their vision and approach to stimulate discussion and debate with the audience.

Topics to be discussed include:

•Achievingclaimsdifferentiationina consolidated supply chain

•Ensuringclaimsservicequalityinthe faceofsurgeclaimsevents

•Reducingwasteandfrictionalcosts

•Meetingthedemandsofthechanging regulatoryenvironmentinlightofthe competitioncommission’sfindingsand theFOC/FCAregulatoryregime

•Theroleoftechnologyinfraud detection,futurebusinessmodelsand improvingcustomerservice

Graham GibsonDirector of ClaimsAllianz

KieranRigbyChiefExecutiveOfficerGAB Robins

Jonathan SutcliffeClaims DirectorHastings Direct

Ben HortonPersonal Claims DirectorRSA

11.15 Delegateschoosefromoneofthefollowingthreesessions

Panel3

Large Complex Commercial Risks

The strategic challenges in developing a global claims operating model

Sponsored by

Largecomplexclaimsthatspaninternational boundaries create countlesschallengesforbrokers,insurers,lossadjustersandotherthird parties. This panel discussion willexplorethestrategicchallengesindevisinganapproachthatsatisfieslocalneedswhilstleveragingglobaleconomies of scale.

Topics to be discussed include:

•Howfarcanyoudevelopaglobal approachtoclaims–wheredoyou needtoflextoallowforlocaland regionalvariations?•Theroleofthebrokerindelivering valueintheclaim–exploringthe tensions between insurer and broker•Overcomingthechallengesof transparent and timely communications inglobalrisks•Howwillinnovativetechnologyimpact claims?•Balancingtheinsurersdrivetoreduce claims costs with the clients need for quicksettlement

Richard GurneyClaims DirectorJLT

Steve RobsonClaims DirectorBrit Insurance

Helen BrownGlobalHeadofClaimsTargetOperatingModel,AIG

CliveNichollsSenior Vice President Global Markets,Crawford & Company

Panel 2

Commercial Insurance(SME/mid-market)

Meeting and exceeding changing client expectations through an exceptional

claims experience

Sponsored by

Ascustomerexpectationschange,technologydisruptsthemarketandnew players with new business models emerge,directorsmustinnovatetostay ahead.

This panel will focus on how to deliver an exceptional claims service in this fiercelycompetitivemarket.

Topics to be covered include:

•Developingacultureofcustomer service across the business

•Reducingclaimscycletimes

•Sellingclaimsserviceatthe underwritingstage

•Creatingdifferentiationthroughfast and fair settlement

•Achievingcommercialismaround claims settlement

•Utilisingtechnologyandaportal approachtoclaimsprocessing

Ian ThompsonChiefClaimsOfficer,GIClaimsEurope,Zurich Insurance

Mark CliffCEO Retail & Distribution Ageas (UK)

Simon GiffordClaims DirectorTowergate

Dan SaulterChief ExecutiveDavies Group

15.30 Networkingcoffeebreak

Workshop1

Claims Technology & Transformation

Enabling claims transformation through technology

Sponsored by

CASE STUDY: transforming the claims proposition and target operating model through enabling technology

•Defininghowclaimswilldeliverthe outcomesforwiderbusinesschange

•Buildingagilityintothesystemsand processes to cope with future demands

•Effectivelyworkingwithclaims operations,marketingandsales

•Overcomingthepracticalchallengesof implementingtheclaimstechnology

•Reviewofthejourneysofar–what’s been achieved and what could have beendonedifferently?

James RussellHead of Commercial Claims Transformation, Aviva

NON INDUSTRY CASE STUDY: the threats, opportunities and disruptive potential of new technologies

•Thinkingwiderthantheoperational threatsandopportunities–how willnewtechnologiesimpactindustry dynamics?

•Acasestudyfrombanking–reinventing thecurrentaccountthroughFamily Friendly

•Howdoestechnologyenablethe businessmodel?

•Whataretheimplicationsforthe insuranceindustry?

AlexLettsChief ExecutiveFrees Family Finance

14.00 Delegateschoosefromoneofthefollowingthreeworkshops

Workshop3

The Lloyd’s Volume Claims Service

At the tipping point: delivering the VCS

Now that we are at the point of delivery what are the key challenges to be overcome?

•Re-capofbenefitsforthoseusingthe system

•Currentandforecastrateofadoption withinmanagingagents

•Howrobustisthetechnology underpinningVCS

•Whatdoessuccesslooklike-KPIsfor 2014

•Keychallengesyettobeovercome

Simon HowSeniorProgrammeManager Lloyd’s

Successfully navigating the practical challenges of VCS to deliver the benefits

•WhywesupporttheVCS

•Whatdoestheoperatingmodellook like under VCS

•Thepracticalconsiderations– implementationandrunningcosts

•KeybenefitsforLloyd’sandmanaging agents

•EnsuringVCSdeliversefficienciesand client service

PhilipNastriHeadofOperations,GroupClaims,Brit Insurance

Workshop2

Meeting Claims Service Expectations

Devising a customer centric approach

NON INDUSTRY CASE STUDY: driving service excellence within Sainsbury’s

•Overviewofcustomersupportlevels in the past and the reasons for inconsistency

•Overviewoftheapproachadoptedto turnthingsaround

•Keypracticalchallengesandhowthey were overcome

•Aligningandengagingemployeesto deliver exceptional customer service

•Lessonslearnedalongthewayto winningTheGrocerbestcustomer serviceaward2013

Oke EleazuNonExecutiveDirector,Institute of Customer Service and formerly Director of CustomerServiceStrategy,Sainsbury’s

CASE STUDY: moving to a customer centric approach to claims to improve service and performance

•Ensuringtoplevelbuy-intodevelop acompanywidestrategicapproachto customer service

•Keychallengesinchangingthe organisationalculturetooneof customerfirst

•Supportingthestrategywitheffective technologyandprocesses

•Developingkeytalenttodeliverthenew approach

Bob ThakerHead of ClaimsHiscox UK

15:50 PLENARYDEBATE This house believes that claims will always play second fiddle to underwriting

Alight-heartedexplorationofsomeoftheseriousissuessurroundingtheperceptionofclaimsandunderwritingwithintheindustry.

Isthe“toplinevanityoftheunderwriters”atoddswiththebottomline“sanity”oftheclaimsfraternity?

Isthereaseriousbutcynicalsidetoclaimspeoplethatisopposedtothe‘gloryhunting’oftheunderwritingandpricingguys?

Topics to be discussed include: • Howcanyousayclaimsisattheheartofthebusinesswhenunderwritersarerewardedthemost? • Dealingwiththetalentchallengewithinclaims • Arestrategicinvestmentsreallychangingtraditionalperceptionsofclaims? • Whataretheimplicationsforcareerprogression,culture,standingintheindustryandpeerrespect? • Isacareerinclaimsthebestadviceyoucouldgiveagraduate?

17:00 Networkingdrinksreception

Westicktoanumberof“goldenrules”thatenableyoutomaximisevaluefromattendingoureventsandensureyougainkeyinsightsfromothermembersoftheaudienceas well as the presenters:

Nosupplierpresentations Youwillhearonlygenuinecasestudypresentationsfromleadingindustrypractitioners

Onlydirectorleveldelegatesandnosuppliersintheaudience Nojuniormanagersorsupplierscanattendasdelegatestoensureyoudiscussandbenchmarkwithyourpeers

Interactive formatByincludingdedicatedtimefordiscussion,reflectionandbenchmarkingyoucanpickupinvaluablelearnings andpracticaltechniquesfromyourpeers

Nopress,notranscripts–justhonest,opendiscussion Speakerswill‘waterdown‘theirpresentationsiftheyknowtherearepressintheaudience–that’swhyweare independentfromanypublication,havenopressintheaudienceandtakenotranscripts

Withsomanyeventstochoosefrom,whycometoours?

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Five key reasons to attend: 3 Thefocusisnotonthetechnicalitiesofclaimsprocessing–it’saboutthestrategicvalueclaimscanaddto the business3 HearinsightsthatwillhelpshapeyourstrategyfromCEOs,COOs,plusclaimsdirectorsandexternalspeakers3 Gaintheinsightstomakearealdifferenceduringthestrategicdiscussionsessionswithover150senior insurance professionals 3 NEWfor2014–haveyourquestionsansweredduringthesectorspecificpaneldiscussions3 Discoverhowaneffectiveclaimsstrategycanoptimisetheentirebusinessnotjusttheclaimsfunction

Main SponsorForgenerationspast,businesshasinsuredcurrentrisksagainstanunknownfuture.It’sacomplicatedbusiness,butthedesiredoutcomeissimple–businessimprovement,whateverhappens.Xuberprovidesspecialistinsurancesoftwaretoinsurancespecialists,end-to-end.Insuranceprofessionalsaretrustedtoprovideconsistent,reliablecover.SoisXuber.Wheneventsoccur,youneedthesystems,processesandsolutionstorestoreorder.We’renotsodifferent.

WorkinginthecommercialInsuranceandReinsurancemarkets,theXuberinsurancesoftwaresolutionisideallytailoredtoinsurersandbrokersinthehighvalue/lowvolume,complextransactionmarkets.XuberhasheadquartersintheCityofLondon,withinternationalofficesservingover130customers and many more live product installations around the world.

AnXchangingCompany

ExhibitorsCincomDocumentSolutionshavebeenhelpingglobalinsurancecompaniestostrengthen

customerrelationshipsthroughimprovedcommunicationsforover30years.Ourinnovativesoftwareplatform,CincomEloquence®,changesthewayclaimsdepartmentsengagewiththeircustomers,deliveringnewlevelsofpersonalisation,contextandcompliance.

CincomEloquenceenablesclaimsrepresentativesto:• Respondfastertoclaimsenquiriesbyprovidingthetoolstocreate anddelivermorepersonalised,higher-qualitycorrespondence, across multiple channels.• Deliveraneasy,fasterandthoroughclaimsexperience• Ensurecomplianceandaccuracythroughouttheclaimsprocess• MovedocumentassemblyoutofITandintothehandsofthe claims dept.

CincomEloquenceenablesinsurerstotransformtheclaimsexperience:boostingsatisfaction,increasingretentionanddrivingnewrevenue.Tolearnmore,visit:http://documentsolutions.cincom.com Call: +44 (0)1628 542300 Email: info_europenorth@cincom.com

Xactware’sindustryleadingsoftwareenables its clients to settle property claims

moreefficiently,consistentlyandtransparentlyatthedeskandinthefield;helpingthemtosavetimeandmoneyandsatisfytheircustomers.Ouranalyticscapabilityprovidesinsightful,useabledatatosupportinformeddecisionmakingandriskmanagement.XactwareisamemberoftheVeriskInsuranceSolutionsgroup,theriskandinsurancesolutionsorganisation.

FormoreinformationaboutXactware’sproductsandservices,callXactwareat020 7680 4970 or visit www.xactware.co.uk

Uniquelyflexibleandfasttodeploy,Aquarium’scloud-based insurance platform helps companies

aroundtheworlddeliverpolicyadministrationandclaimsjourneysthatstand-out from the crowd.

Withaspecialistfocusonnichegrowthpersonallinesinareasasdiverseaspet,travel,mobile,andgadget,inadditiontoacomprehensivehomeandmotorclaimsoffering.

Aquariumhelpsitsclientsbyincreasingcustomersatisfactionandretention,atthesametimeassignificantlyreducingoperationaloverheads.

For more information visit: www.aquarium-software.com

Hawkinsisawell-establishedfirmofforensicscientistsandengineers.Foundedover30yearsago,wehaveeightofficesgivingnationaland

internationalcover,withmorethan65highlyskilledinvestigators.

WecoverabroadrangeofinvestigationsandourclientsincludemostUKinsurers,lossadjustersandthelegalprofession.Ourserviceisbothindependentandimpartial.Investigationsinclude:

Please call us on 01223 420400todiscussyourrequirementsorvisitour website: www.hawkins.biz

•Energy•Personalinjury•Roadtrafficaccidents•Engineering•Highways

•Contaminationassessment•Escapeofwater,fluidsandgas•Railwayaccidents•Marine•Fireandexplosion

Stream sponsors

Withover450lawyersoperatingin14officesacross11countries,HolmanFenwickWillanhasbeenadvisingclientsfor130yearsonawiderangeofinternationalcommerce-relatedlegalmatters.HFW’sglobalinsuranceandreinsurancepracticeconsistsofaspecialistteamofmorethan120lawyersoperatinginLondon,Paris,

Geneva,Dubai,Singapore,HongKong,Melbourne,SydneyandSãoPaulo.Thefirmoffersacomprehensiverangeofdisputeresolution,transactionalandregulatorylegalservicestotheinsuranceandreinsurancesector,including:insuranceandreinsurancecompanies;captivesandmutuals;brokersandotherintermediaries;managingandmembers’agenciesatLloyd’s;TPAsandotherserviceproviders.

HFW’sworkishighvalue,likelytobecomplexandmulti-party,andofteninternationalindimension.Apartfromourextensivepolicydefenceandcoveragework,wespecialiseinreinsurancerecoveries,commerciallitigation,subrogation,finalitysolutions,transactional,advisoryandregulatorywork,settingupnewventures,productdevelopment,draftinganddistribution,andinrun-offandclosingdowndiscontinuedventures.

For more information please visit www.hfw.com

GuidewireSoftwareisaleadingglobalprovideroftechnologysolutionstothegeneralinsuranceindustry.Currentlyservingmorethan130customersin16countries,Guidewiredeliversprovensoftwaretoruncoreinsuranceoperations,includingbilling,underwriting,policyadministration,andclaimmanagement.TheGuidewireInsuranceSuiteôconsistsofGuidewireClaimCenterÆ,GuidewirePolicyCenterÆ,andGuidewireBillingCenterô,whichprovide

amodern,web-basedplatformforalllinesofbusiness.GuidewireisheadquarteredinSanMateo,California,USA,withofficesinToronto,London,Munich,Paris,Tokyo,Sydney,andWarsaw.

Formoreinformation,pleasevisitwww.guidewire.com

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TINtech2014 June 12th2014,London

London Market Claims 2014 October16th2014,London

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StrategicClaimsConference2014 March 4th 2014,London

Data&AdvancedAnalytics May13th2014,London

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