First 50 practitioners register for only 299 + VAT Strategic Claims Conference 2011 Devising and implementing your claims strategy to deliver business value now and in the future March 9th 2011 City Inn London Keynote speakers include Ian Foy Group Chief Executive Officer Equity Insurance Group Martin South Chief Executive Officer Marsh Ltd Case studies include Giles Baxter UK IS & Change Director RSA External perspectives Amanda Hickey Head of Customer Delivery John Lewis Philip Bird Director of Claims Groupama Ian Morgan Senior Head of Financial Services Google Main Sponsor Stream Sponsors Exhibitor
Programme Overview It s about claims strategy...not technical processing This conference will get away from the day-to-day elements of claims processing and focus squarely on the strategic value claims can bring to an organisation and its customers. Having effective and robust claims processes that deliver customer service has always been critical to the industry...but the claims function now needs to deliver more to its stakeholders. Leading organisations are thinking more strategically about the way claims can add value to the business, how other industries approach similar challenges and what capabilities claims will need in order to succeed in a rapidly changing insurance environment. This one day conference will focus on: u The long term strategic value claims can deliver and the challenges directors will have to overcome u The needs of the business and how claims can support and drive those strategic objectives u How claims can become a source of real competitive advantage u Different approaches to customer service, supply chain management and the role of technology u Benchmarking, interaction and the sharing of insights with your peers (no supplier presentations!) Our interactive format will allow you to benchmark your claims strategy and share experiences with your peers. No press, no transcripts, no reports just open discussion and knowledge sharing between peers. 08.15 Registration and refreshments 09.00 Welcome by the chair Graham Newman Head of Claims FINEOS 09.15 Keynote Presentation Transforming claims from back office administration to strategic partner Leveraging the strategic value of claims for the business What does good look like and how should claims deliver value to the business? The larger role for claims in driving the strategic direction of the business How are claims segmenting customers on the settlement and service side of the business? An international perspective: how do different jurisdictions approach claims Linking claims data with front end underwriting to improve risk models and business performance Ian Foy Group Chief Executive Officer Equity Insurance Group Keynote Presentation The role of the broker in delivering claims performance that meets and exceeds customer expectations What do customers expect from their claims experience and what is the reality? The increasing threat of reputational risk and damage from mishandled crises The broker s role in delivering a service that reacts quickly, is flexible to customer needs and communicates effectively with all parties involved Winning when claims becomes a source of competitive advantage as clients tolerance to risk diminishes Getting it right...the top three priorities for claims Martin South Chief Executive Officer Marsh Ltd Keynote Presentation Challenging traditional thinking in claims management Understanding that the problems in claims management are not the problems you think you have Why managing costs creates costs, whereas managing value drives costs out Designing claims from the outside in starting with the customer The changing role of management, and how to change management thinking Replacing conventional measures and targets & developing KPI s that enable improvement Professor John Seddon John Seddon, controversial but informed commentator on management thinking will present a different approach to thinking about claims challenges. 10.50 Networking and refreshment break
11.15 Delegates choose one of the following two streams STREAM 1 The Strategic Role of Claims and its Commercial Impact STREAM 2 Delivering an Exceptional Claims Experience Sponsored by: Chaired by: Graham Newman, Head of Claims, FINEOS CASE STUDY: The strategic role claims needs to play to deliver commercial value to the business CASE STUDY: Measuring and improving the claims experience to meet changing customer expectations Examining the value chain and where claims contributes to the business Identifying where claims can impact P&L Thinking strategically about loss ratios and reserves and the implications of getting it wrong What measures can improve claims performance Understanding what customer expectations and needs are Aligning your people and processes to enhance the claims experience Measuring the performance of claims and refining processes accordingly Using MI to demonstrate the true cost/value of claims to the business How do different geographical regions approach claims delivery? Ian Thompson Director - UK Personal Motor Claims RSA Insurance CASE STUDY: Positioning claims as an architect of change and driver of competitive advantage in the business Lynn George Head of European Claims Chubb Europe EXTERNAL PERSPECTIVE: Delivering world class customer service Key challenges in linking claims with the business strategy to drive change and positively impact the bottom line Moving from segregated claims departments to a closer relationship with underwriters How do you effectively manage that change? engaging the CEO, board and employees behind the project Future challenges for claims and what will the function look like in 5 years time? Anthony Hobkinson Head of Specialty Lines Claims Beazley Round table discussions and feedback session Understanding how we see the world and our customers Positioning customer service at the heart of the business and delivering value at the top table What data is collected and how is it used to improve organisational performance? What is next for enhancing the customer experience? Amanda Hickey Head of Customer Delivery John Lewis Round table discussions and feedback session 13.00 Networking lunch and refreshment break
14.00 Delegates choose one of the following two streams STREAM 3 Claims Transformation Sponsored by: STREAM 4 Future Technology Developments and the Impact on Claims Sponsored by: Chaired by Pervin Sivanathan, Head of Marketing Pro Insurance Solutions Chaired by Andy McQuade, VP & Head of Insurance Capgemini Financial Services UK CASE STUDY: Transforming the relationship between claims and the business: re-thinking claims investment, ROI and service delivery What does a claims operation bring to an insurance business? Repositioning claims as a strategic investment rather than an operational cost Placing the customer experience at the centre of investment in claims What makes investment in people and systems effective? How do you achieve staff engagement? Philip Bird Director of Claims Groupama CASE STUDY: What needs to change? Enhancing claims capabilities to drive value, improve service and manage the cost base Ensuring business and customer imperatives are aligned Managing customer demand to minimise error and raise service standards Achieving buy-in: how do you engage and motivate claims staff, many of whom are low paid, in delivering strategic claims objectives? Changing the perception of claims through effectively delivering performance EXTERNAL PERSPECTIVE: Customer insights, technology change and digital evolution should be integral to your business strategy How is technology changing customer behaviours and what are the major trends? Delivering on these expectations will become competitive advantage those that can t will fail How can data be leveraged to provide customer insights in a digital world? The role of technology: the development and functionality of sophisticated internet connected mobile devices How can claims respond, adapt and innovate in the face of huge change? Ian Morgan Senior Head of Financial Services Google CASE STUDY: Moving beyond process efficiency - future integrated claims technologies that will deliver business performance How will technology allow for the collection of detailed customer data and what could this be used for? Integrating claims technology and data with the front end to inform underwriting risks in real-time Effectively using technology to predict claims trends and events to facilitate better business planning Richard Harris Head of Operations - Motor Claims Ageas Insurance Limited Round table discussions and feedback session 15.45 Networking and refreshment break Giles Baxter UK IS & Change Director RSA Round table discussions and feedback session 16.05 Can Claims Successfully Respond to Future Strategic Challenges? The strategic implications for claims of changing customer expectations, disruptive technologies and a more complex risk environment Panelists Peter Thompson Head of Insurable Risk Tesco Stores Topics to be discussed: Changing customer expectations and claims ability to keep pace Will the focus on cost cutting reduce investment? Will claims ever command the same strategic priority as underwriting? How will the growing importance of ebusiness change distribution and customer service models? Can real-time data exchange between claims and underwriting ever be achieved? What will great claims look and feel like in 5 years time? 17.15 Drinks and Networking Reception Barry Jones Managing Director, UK Head of Claims Marsh Ltd Martin Henson Head of Claims Allianz Global Corporate & Specialty UK Kent Chaplin Head of Claims Lloyd s
A genuinely strategic conference for directors shaping the future of claims The conference agenda was set by our advisory board made up of experts from across the industry. Below are some of the key elements which they said makes this conference different and superior to others: Agenda focused on key strategic issues for claims directors rather than technical matters NO sales pitches! Visionary presentations from different parts of the business Peer led table discussions of real value No suppliers in the audience Expert speakers from other industries sharing insight on customer service, supply chain and technology challenges Join us for strategic discussion and benchmarking with your peers Practitioners Director level and senior management Claims, Operations, Strategy, Change, Underwriting First 50 registered pay only 299 + VAT early booking rate 599 + VAT valid until (04/02/11) standard rate 699 + VAT Loss/Claims Adjusters Places limited to 30 early booking rate 699 + VAT valid until (04/02/11) standard rate 899 + VAT Members pay just 199 + VAT Join and register 798 + VAT Main Sponsor FINEOS is a global innovator of enterprise software solutions for insurance, bancassurance, and government. FINEOS solutions address core business processing requirements including claims & case management, CRM, new business/underwriting, and policy administration. FINEOS solutions are built on a rules-driven, service-oriented, component-based enterprise platform that serves as a flexible infrastructure for new product introduction, legacy enrichment, and business transformation. FINEOS is delivering documented benefits for some of the world s leading insurers, government agencies and banking institutions. The company is headquartered in Dublin, Ireland with offices in North America, Europe and Australasia. For more information, please visit www.fineos.com Stream Sponsor PRO is a leading provider of outsourcing and consultancy services to the international (re)-insurance industry. PRO Outsourcing provides a best in class operational environment to meet the transactional needs of clients, whilst our Consulting arm operates across a number of core practice areas including operational effectiveness, actuarial and technical insurance consulting and broker services. Our experienced teams are focused on delivering tangible benefits to our clients: Improved balance sheet we have a track record of delivering financial results through negotiated liability savings and improved asset collection; Reduced risk we mitigate claims deterioration, protect against reinsurance credit risk and provide continuity of resource; Cost control through effective management we align our own interest with the financial results we deliver; Increased focus by efficiently managing portfolios and projects we allow our clients to focus on their core business; Flexibility we provide expertise in specific functions, or classes of business where the resources are not available in-house to support the client; A protected / enhanced reputation our high professional standards ensure efficient administration of your business offering assurance and protection throughout. Capgemini, one of the world s foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, the Collaborative Business ExperienceTM. The Group relies on its global delivery model called Rightshore, which aims to get the right balance of the best talent from multiple locations, working as one team to create and deliver the optimum solution for clients. Present in more than 35 countries, Capgemini reported 2009 global revenues of EUR 8.4 billion and employs over 100,000 people worldwide. More information is available at www.capgemini.com Exhibitor Guidewire Software is a leading provider of flexible core systems that enable property/casualty (non-life) insurers to deliver insurance the way they want to. Guidewire builds high quality software that consistently works as promised. Designed for maximum flexibility and scalability, Guidewire solutions give insurers the capability to deliver excellent service to policyholders and agents and increase market share while lowering operating costs. The Guidewire Insurance Suite, consisting of Guidewire PolicyCenter, Guidewire BillingCenter, and Guidewire ClaimCenter, spans the entire insurance lifecycle underwriting, policy administration, billing, and claims management. Guidewire is headquartered in San Mateo, California, USA, with offices in Hong Kong, London, Munich, Paris, Sydney, Tokyo, and Toronto. For more information, visit www.guidewire.com
With so many events to choose from, why come to ours? We fundamentally believe that during a successful conference you gain valuable insights from both the presenters and other members of the audience. In order for you to achieve this we apply the following golden rules : No supplier presentations You will hear only genuine case study presentations from leading industry practitioners Only director level delegates in the audience No supplier representatives or junior managers can attend as delegates to ensure you discuss and benchmark with your peers Interactive format By including dedicated time for discussion, reflection and benchmarking you can pick up those invaluable learnings and practical techniques from your peers No press, no transcripts just honest, open discussion Speakers will water down their presentations if they know there are press in the audience that s why we are independent from any publication, have no press in the audience and take no transcripts Book early and save... Practitioners Director level and senior management Claims, Operations, Strategy, Change, Underwriting First 50 registered pay only 299 + VAT early booking rate 599 + VAT valid until (04/02/11) standard rate 699 + VAT Loss/Claims Adjusters Places limited to 30 early booking rate 699 + VAT valid until (04/02/11) standard rate 899 + VAT Members pay just 199 + VAT Join & register 798 + VAT 1. Fax a completed booking form to 020 7631 0076 2. Email jeremy@the-insurance-network.co.uk 3. Go online www.the-insurance-network.co.uk 4. Call 020 7079 0270
You can expect to meet a wide range of your senior peers, many of whom are members of The Insurance Network: Claims Directors / Head of Claims Operations Directors / Head of Operations CEO / Managing Directors Strategy Directors / Change Directors Underwriting Directors Join The Insurance Network... Joining The Insurance Network means joining a networking and benchmarking forum of thought leaders from the insurance industry. Membership is exclusively for directors from insurers and brokers to ensure you meet and benchmark with your peers: junior managers and supplier representatives should not apply. Annual membership entitles members to: Ü FREE attendance at 4 evening panel discussions Ü FREE attendance at 2 half-day workshops Ü FREE attendance at breakfast meetings Ü FREE attendance at member only lunches Ü Discounted attendance at: Claims Conference 2011 199 + VAT (full price 699 + VAT) TINtech 2011 99 + VAT (full price 299 + VAT) The Annual Congress 2011 199 + VAT (full price 699 + VAT)...and from Autumn 2010 Ü monthly newsletter Ü annual magazine Ü access to the interactive Member Zone, a new section on our website featuring - discussion forums - current and archived newsletters - directory of suppliers Membership is only 599 + VAT per annum Over the next 2 years we aim to double membership to 150 insurer and broking professionals. If you are one of the 150 we will express our gratitude for helping us reach this milestone by freezing your annual membership fee permanently. Join us today - visit us online or email jeremy@the-insurance-network.co.uk www.the-insurance-network.co.uk
REGISTRATION FORM Strategic Claims Conference 2011 March 9th 2011 City Inn London To register please complete this form and fax to 020 7631 0076 Alternatively book online www.the-insurance-network.co.uk or phone 020 7079 0270 q q q q Practitioners (director /senior management): 299 + VAT (First 50 bookings only. 599 + VAT thereafter) Loss/Claims Adjusters: 699 + VAT per person (limited to 30 places only, early booking discount expires 04/02/11 - standard rate 899 + VAT) Insurance Network member discount: 199 + VAT per person Register for the conference and join The Insurance Network: 798 + VAT per person WEB PLEASE COMPLETE THIS FORM USING BLOCK CAPITALS DELEGATE 1 Name Phone DELEGATE 2 Name Phone Company Job Title Email Job Title Email Address Postcode PAYMENT DETAILS q I / We would like to receive an invoice q I / We would like pay by credit card P/O Number: q Visa q Mastercard q Switch q Amex Card Number cccc cccc cccc cccc Expiry cc / cc Valid From cc / cc Security Code cccc Issue Number cc Name on Card Address (if different from above) Card Holders Signature: Date: q I have read and agreed to the terms and conditions of registration q I am authorised to sign this document on behalf of the company Terms and Conditions: If you are unable to attend this event for any reason you must notify Jeremy Burgess immediately by calling 020 7079 0270. If you wish to cancel your booking we must receive notice in writing before February 16th 2011 and you will be entitled to 50% of the registration fee. Cancellations received on or after February 16th 2011 will not be refunded. If you would like to transfer your booking to another member of your organisation you must contact Jeremy Burgess on 020 7079 0270. Transfer of member places is not allowed. It may be necessary beyond the control of Middleton Burgess Limited to alter the content and timing of the programme or the location of any event. In case of cancellation Middleton Burgess Limited liability is limited to transfer this booking to a similar event to be held within the next 12 months. Should Middleton Burgess Limited be unable to provide a similar event a refund will be applicable to the value of the registration price paid at the time of booking. The transfer of membership places or membership discounts is not allowed. Personal Data is gathered in accordance with the Data Protection Act. Your details may be passed on to our partners. Please tick this box if you do not wish this to happen q The Insurance Network is administered by Middleton Burgess Limited, 5th Floor, Edinburgh House, 40 Great Portland Street, London, W1W 7LZ Company Number; 0525015 VAT registration number: 848636973