Opening remarks from the chairperson
PANEL: Engaging customers in a digital environment
While insurance companies and customers are more digitally connected than ever before, an increasingly automated insurance process can make personalised interactions challenging. How can we leverage technology while providing outstanding customer-centric service in the insurance value chain?
- Enabling employees to provide value-added opportunities using technology, such as automation and artificial intelligence
- Identifying key touchpoints in service delivery to maintain the human connection
- Refining existing apps and programs to improve user experience
- Developing products and services for the changing modern, tech-savvy consumer
General Manager Customer Experience and Engagement, AIA
Head of Customer and Digital, Life & Investments, Zurich Financial Services Australia
Group Chief Operations Officer, nib Group
Changing insurance from within: Leveraging the latest tech to win
Today’s changing expectations of insurance stakeholders are set in the non-insurance world, the same experience that Uber, LinkedIn and other tech companies provide through creating real-time customer centric services as well as collecting and leveraging data for real-time analytics. But insurance is complicated, heavily regulated and constricted by old systems and these factors promote and drive a conservative approach; making innovation a greater challenge. Change must happen and should be driven from within the insurance industry and by incumbent insurers, but how can we adopt the technology of other industries?
- Learn the technology trends powering other industries
- How is this technology applicable to insurance with real life case studies?
- Understanding the pathway to achieving cost effective change
Founder and CEO, Evari, Director, Insurtech Australia, ex-CEO, Zurich Australia & NZ,
Morning tea and refreshment break
CASE STUDY: Managing compliance with regulatory technology (RegTech) capabilities
Regulatory compliance is currently the main priority for most insurance companies, however a wave of new regulations are challenging overall productivity and growth. How can you effectively leverage RegTech to seamlessly automate and support regulatory compliance processes? In this session, hear how Hannover Life Re has successfully integrated RegTech to address changing regulatory demands.
- Reflecting on lessons and benefits gained from recent RegTech system implementation
- Improving the quality of data analysis in compliance tasks
- Developing future RegTech capabilities to enhance advanced and predictive analytics to minimise risk
Chief Operating Officer, Hannover Life Re of Australasia
PANEL: Leveraging analytics to improve the insurance value chain
Insurance companies collect an unprecedented amount of data that can be analysed to create a more efficient and customer-centric experience. How can insurers effectively leverage analytics to present new opportunities for cost reductions, a more streamlined claims process, and risk prevention?
- Analyzing customer behaviour to better understand audience profiles and expectations for products and services
- Integrating and merging data between teams for informed decision-making
- Examples of using emerging technologies to collect data, such as drones and telematics
Country Manager, Australia – Life, Health & Travel, Verisk
Head Platform Analytics Business Development Asia, Swiss Re
Chief Executive Officer, Mercurien
Co-Founder, Agile Underwriting Services and Founder Inspired By Us,
Balancing the value of intelligent automation (IA) with unintended consequences
Many insurance companies are turning to IA to create a more efficient, accurate, and customer-centric insurance process. In this session, Probir will examine the reasoning behind IA implementation and maintaining the human connection.
- Is there such a thing as too many bots?
- When do you actually need a real human?
- Why do we not think enough about intelligent automation?
Automation Evangelist, IAG
CASE STUDY: Managing the transition to automated underwriting
Automated underwriting can streamline operations and improve the customer experience. This session will discuss how Berkley Insurance Australia implemented automated underwriting to enable value-added opportunities.
- Improving the entire cycle of policy management operations
- Ensuring business processes are updated with regulatory compliance
- Enhancing accuracy and efficiency through automated underwriting
State Manager SA & National Portfolio Manager SCTP, Berkley Insurance Australia
Afternoon tea and refreshment break
Identifying insurance opportunities in digital assets and the metaverse
There has been an increasing global demand for cryptocurrency, non-fungible tokens (NFTs), and decentralised finance (DeFi) within multi-generational and tech-savvy consumers. In this session, Alex will discuss how we can navigate ‘the hype’ and capture opportunities for insurance.
- Examples of insurance products in the metaverse
- Developing products to minimise risk in the cryptocurrency market
- Understanding a decentralised trading environment and how it affects insuring
Global Head of Emerging Technology, QBE Ventures
PANEL: Addressing future insurtech challenges
From regulatory reform to technological advancements, the insurance industry is continuously facing rapid changes. How are companies preparing for the anticipated changes in the way we develop and improve insurance products and services?
- Identifying the next set of skills required for the latest tech, including blockchain and virtual worlds
- Recruiting and retaining talent in a competitive market
- Examining the future of managing regulatory changes
- Redesigning jobs to create dynamic roles within the company
Head of Platform & Delivery, MetLife Australia
Head of Technology for Product, Bupa Health Insurance
Regional Head of Delivery APAC, Chubb
General Manager, IT, Achmea Australia