Enhancing claims experience through people, process and technology optimisation

Claims has been identified as the opportune focus area for insurance companies to improve efficiency and reduce costs. Yet it is also the moment of truth in delivering customer experience that will win or lose customers. With the insurance industry undergoing a rapid technological revolution, automation, digitalisation and data analytics are key to achieving the most efficient claims process whilst ensuring a superior customer experience. This is also paving the way for a transformation in people skills and management, with talent becoming an increasing focus for insurers.

The difficulty of delivering this has been compounded by record-levels of insurance fraud, which disrupt both customer experience and process efficiency. In these challenging conditions, the claims service has become the key differentiator in a fiercely competitive insurance market, and companies who fail to meet evolving customer expectations whilst cutting costs and fighting fraud will lose out on vital market share.

The Claims Transformation Forum will bring together leading claims professionals from across Europe’s insurance industry to address the key challenges in enhancing profitability and differentiating from competitors in a digital era.

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Key themes include:


Driving efficiency and effectiveness throughout the claims process


Embracing claims innovation to deliver the best customer experience


Tackling claims fraud to reduce loss


Deploying talent strategies to meet evolving customer expectations


Innovating claims through automation, analytics and self-service


Enhancing profitability through the claims process

What you’ll learn

Embrace digitalisation and automation to deliver a seamless customer experience

Hear how LV are meeting rising customer expectations with automated services

Reduce your claims handling costs through improved efficiency

Learn how Direct Line are streamlining operations and increasing settlement speed

Secure customer loyalty during the claims process:

Discover how Travelers are delivering on the promises they make to customers

Develop your talent management strategies to navigate transformation:

Find out how Zurich are managing and training teams to deliver a superior claims experience

Align your operations across the supply chain:

See how AIG have improved efficiency across a global operation

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