Live Chat Software
30 October - 1 November 2017 | London, UK

Conference Day Two - Wednesday 1st November

8:30 am - 9:00 am Registration & networking coffee

9:00 am - 10:00 am Business-hackathon: Digital is Free - The journey to data-driven customer excellence

Florian Krueger, Partner & COO,Fintricity
Disruptive technologies, such as the IoT, Distributed Ledgers, or Cognitive have gained a lot of traction in recent months and to the casual observer it seems like many of them are ready for primetime. What does that mean to the customer experience we are able to provide and how can some, or all of them be integrated with our other systems?

Is it simply about making business as usual more efficient, or is real innovation possible thanks to new found skills and additional capabilties? How can I get started and what are the key assetts, which I need to have available, if I want to be a thought leader?

These and many other questions will be answered during our one-hour deep dive and followed up with a break-out session to conduct a mini-business-hackathon on the various subject topics.

About your workshop leader:
Florian Krueger: With more than 15 years of experience Florian has a broad and deep knowledge of the digital space. He is passionate about tying all initiatives back to the strategic objectives which facilitate usable outcomes for our clients. Florian has studied Insurance Economics and Business IT Management at MIT.

Florian Krueger

Partner & COO

10:00 am - 10:05 am Chairperson's welcome to day 2

10:00 am - 10:40 am Embracing RPA in the quest for cost saving, scale and speed

Joe Diss, Claims Control & Coordination Manager,Generali
  • Integrating RPA into the claims handling workforce
  • Using automation to reduce costs whilst enhancing the claims experience
  • Improving speed of claims settlement using RPA
  • What does the future of cognitive robotics hold for insurance claims?


Joe Diss

Claims Control & Coordination Manager

10:40 am - 11:20 am The moment of truth: Securing customer loyalty during the claims process

James Gilmour, Head of Claims,Simply Business
  • Achieving customer satisfaction during the most visible process
  • Delivering on the promise made to customers during the claims process
  • Achieving speed of settlement to reduce customer frustration
  • Improving process transparency to avoid customer confusion and build trust
  • Recognising different customer segment needs along the claims journey

James Gilmour

Head of Claims
Simply Business

11:20 am - 11:40 am Morning coffee and networking

11:40 am - 12:10 pm Technology demonstrations

12:10 pm - 12:50 pm Enhancing the customer relationship with technology

Simon Gallimore, Senior Manager Complex Casualty Claims UK ,AIG
  • Using new technologies to build the relationship with corporate customers
  • Encouraging customers to use new methods of reporting claims


Simon Gallimore

Senior Manager Complex Casualty Claims UK

12:50 pm - 1:30 pm Networking lunch

1:50 pm - 2:30 pm Using data & analytics to enhance the claims value proposition

Thomas Schreiner, Head of Department Claims Data, Systems & Analytics,Munich Re
  • How to use data to improve claims (both efficiency & effectiveness) and underwriting
  • Typical journey to a data-driven claims
  • Taking advantage of advanced analytic techniques such as predictive modelling and image recognition
  • Lessons learned and what to avoid


Thomas Schreiner

Head of Department Claims Data, Systems & Analytics
Munich Re

2:30 pm - 3:10 pm The shifting power in insurance

Rachel Riley, Managing Director,WPA Group
The digitisation of the industry will see a shift in power away from the insurer to the customer. With the rise of the new insurtech companies, customers now expect personalised information and immediate real-time results.
  • Digitisation and the power of data – trends, insights and projections
  • Transparency creating trust
  • ROI – The power to the customer


Rachel Riley

Managing Director
WPA Group

3:10 pm - 3:40 pm Afternoon tea