Digital Transformation in Insurance: Customer Engagement & Operational Agility: A Virtual Experience

Biography: Matt currently works at Admiral having joined as a Technical Project Manager in 2006. Matt has a background in software development and has worked in various roles in Information Technology over the last 20 years. In 2010 Matt took on the responsibility for IT Development for Admiral UK. From 2013 to 2016 Matt played the role of Programme Director on the largest technology transformation programme ever undertaken by the business. For the past 3 years Matt took on the role of CIO at Admiral, taking accountability for all of the technology that supports the UK business. More recently Matt has turned his attention to looking after the change agenda for the UK Insurance business as Head of Change. In 2015 Matt achieved a distinction in his MBA from Cardiff University. Outside of work you will find Matt either having a great time with the family, or a testing time training for or partaking in Ironman and triathlon events.

Session Details: The competition for talent to maximize returns on investments in digital transformation 05-05-2020, 2:30 pm Q&A with speaker 05-05-2020, 2:50 pm View In Agenda

Biography: Steve Jenkins FCII Development Director Chartered Insurance Institute Steve has over 35 years’ experience in financial services. Much of his early career was spend working in various roles within the AXA group in the life sector, latterly as Head of Bancassurance. Steve joined the CII in 2006 with a brief to lead its corporate and market relationships. He played a leading role in shaping the CII’s response to the UK Regulator’s Retail Distribution Review, a key element of which was the promotion of professional standards. He has worked closely with the UK general insurance industry Taskforce defining and implementing the Aldermanbury Declaration, a framework of professional standards for insurers and insurance brokers. More recently Steve played a key role in the review of Corporate Chartered status. Steve leads CII’s support for employers in the UK market and has played a key role expanding CII's international presence where it is working with local regulators, major employers and education institutes. Steve is a Chartered Insurance Practitioner

Session Details: Opening Overview – Professionalism in a Digital Age 05-05-2020, 8:45 am View In Agenda

Biography: Yanna is a strategy and technology expert with extensive IT experience. Has successfully bridged the gap between business strategies and IT organisations. Has an established reputation in leading and delivering large-scale transformations. CIO (Head of IT) for Generali UK and for Generali Corporate and Commercial.

Session Details: New tech meets legacy systems: how to manage systems and platform integration for speed, flexibility, agility and value 05-05-2020, 10:00 am Q&A with Speaker 05-05-2020, 10:20 am View In Agenda

Biography: Dave’s has worked within healthcare insurance for the last 24 years, where he has held a number of executive management positions with CIGNA Healthcare, PruHealth and now Vitality. Dave was a member of the executive management team which launched PruHealth in 2004. Over the last 14 years, Dave has played a key role in shaping the strategy from a start-up business to becoming established under the Vitality brand as the 4th largest player in the market with 10% market share. Dave began his career as a pricing underwriter before moving into sales and distribution and was the Sales Director at CIGNA healthcare where he helped to grow the client portfolio to in excess of £100M API and broaden the distribution strategy into new channels and markets such as sickness absence management and dental insurance. Dave joined PruHealth to help launch the business and establish the distribution strategy and operations. After driving rapid new business growth, he assumed overall responsibility for distribution at Vitality following the acquisition of Standard Life Healthcare. More recently, Dave has assumed executive responsibility for digital acquisition and customer retention and is now Vitality’s Chief Digital Officer with responsibility for digital strategy and product management as well as the wider change portfolio.

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Biography: Richard Beaven is COO of the Brightside Group.   He joined the company in April 2019. Richard is a highly experienced executive with a successful track record in a number of blue chip companies. He was most recently the Distribution Director of Swinton Group and prior to that he has had an extensive career in Financial Services including senior roles at Lloyds Banking Group, Reuters, Bank of New York and Barclays. Richard is a leading advocate for Diversity and Inclusion, was a trustee of Stonewall and speaks regularly on the topic. Away from work Richard is a keen traveller, foodie and is passionate about cars and music.

Session Details: LIVE Q&A Session - with Richard Beaven, COO of Brightside Group 06-05-2020, 9:00 am View In Agenda

Biography: With a career in financial services spanning 25 years, Simon specialises in the creation and execution of technology strategies that deliver real business transformation. In the past five years, he has been the driving force behind AXA UK’s tech shifts in the areas of data, customer contact and artificial intelligence. Simon has focussed IT strategy on ensuring outcomes are business and customer-led, while delivering tangible shareholder value. He lives in East Anglia with his beautiful family and three-legged dog.

Session Details: Intelligent automation and the workplace of the future 06-05-2020, 1:00 pm Q&A with speaker 06-05-2020, 1:20 pm View In Agenda

Biography: Bartosz Golba is Head of Insurance at GlobalData, providing robust data and actionable insights to a number of world’s leading financial services organisations, not least related to disruption caused by evolution of technology. A former wealth manager, Bartosz has more than 10 years of experience in dealing with changing behaviours and expectations of both FS providers and their customers.

Session Details: Impact of the Coronavirus on the Insurance industry and digital innovations to overcome the challenges 05-05-2020, 10:00 am Q&A with Speaker 05-05-2020, 10:20 am View In Agenda

Biography: Evangelos is an internationally renowned advisor and thought leader in the insurance industry. With his work, he pursues holistic, interdisciplinary and implementation-oriented approaches. Evangelos' main focus lies on forward-looking market developments, digital ecosystems, omni-channel management and innovative business models. Evangelos is co-author of several publications and is a regular speaker at industry conferences and client events.

Session Details: Competing in a world of digital ecosystems: how can insurers react? 05-05-2020, 12:30 pm Q&A with Speaker 05-05-2020, 12:50 pm View In Agenda

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Biography: Joe Lapierre is a Digital CEO, Technology and Customer Experience expert who helps large multinational corporations tackle the huge task of digital transformation and Fin-tech startups build an audience and get more paying clients online. Joe is a sought after speaker, workshop facilitator, startup advisor and digital ecosystem consultant and thought leader. He is considered a digital technology expert and was on the May 2019 cover of FinTech Magazine. Joe has been living and working in Berlin for the last 3 years and has worked extensively in the US, UK, Europe and Asia. linkedin.com/in/joelapierre

Session Details: How insurers can profit and adapt to changing customer expectations with an ecosystems approach 05-05-2020, 3:15 pm Q&A with Speaker 05-05-2020, 3:35 pm View In Agenda

Biography: Prior to joining Nucoro as one of the founding team, Nikolai spent a number of years as a management and political consultant, gaining extensive experience across European bluechip clients and international organisations. He has spent the majority of his career focusing on operational excellence and process optimisation projects. Nikolai holds a dual Bachelor of Management from Hanze University Groningen and ESSEC Business School and an MSc in Political Economy from LSE. At Exo, he focusses on the operational aspects of the business which include Customer Support and Excellence, Operations and Integrations, Compliance, Finance and Legal.

Session Details: Powering Financial Innovation 05-05-2020, 3:00 pm View In Agenda

Biography: Ranila leads the customer strategy for the SME market as Director of SME Solutions for Aviva in the UK. Working horizontally across GI, Life and Health businesses she is responsible for innovating propositions and distribution models. Previously she was Director of marketing for NEST Pensions where she had responsibility for customer strategy, propositions, distribution, and digital across commercial and retail markets. She has deep experience of delivering business growth and strategies in diverse sectors such as professional services, financial services and charities. She has also been on the board of international development charities and is passionate about gender issues.

Session Details: Capitalising on the SME opportunity 06-05-2020, 1:30 pm Q&A with Speaker 06-05-2020, 1:50 pm View In Agenda

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Session Details: How behavioural economics coupled with big data can help insurers improve the digital sales process 06-05-2020, 10:30 am Q&A with speaker 06-05-2020, 10:50 am View In Agenda

Biography: Following more than 22 years service as a police officer, Steve has spent a further 19 years working in counter-fraud. As Head of Financial Crime for Covéa Insurance, Steve leads the development of Covéa Insurance’s internal and external counter-fraud strategy, which encompasses all aspects of claims and underwriting fraud. Steve was appointed as Chair of the Insurance Fraud Investigators Group in December 2016, which has the overall objective of supporting the fraud investigation community by providing a platform to share knowledge, expertise and intelligence together with accredited training. Prior to joining Covéa Insurance, Steve held senior fraud management roles with Equity Insurance and Zurich Insurance together with specialist investigation roles with Cunningham Lindsey and Capita Insurance Services. Steve also chaired the North West Fraud Forum, which had the objective of sharing counter-fraud advice between local businesses and public authorities within the region and now also works as an Independent Consultant.

Session Details: Harnessing technology to fight fraud 06-05-2020, 1:30 pm Q&A with Speaker 06-05-2020, 1:50 pm View In Agenda

Biography: Jeremy has a varied background, having joined Commercial Union over 20 years ago on their graduate training programme where he spent 11 years, surviving two mergers to be appointed as Maidstone Sales and Underwriting Manager in 2003. After profitably growing this account, Jeremy moved across to Allianz in January 2006 where as well as picking up the sales and underwriting site, he has his first experience of managing a large operation when he was responsible for handling the Allianz SME business. In May 2009, he moved into Allianz's head office and successfully managed an Innovation & Strategy team looking across the whole of Allianz UK where he and his team drove out in excess of £10m worth of annualised savings a year earlier than planned. After 3 years in this role, Jeremy moved back into his current role of Head of Operations for Claims, which gives responsibility to him for driving the operational delivery of the claims service from around 700 employees from three sites in the UK and one in Trivandrum in India. During his 7 years in this role, the operational environment has been through a radical overhaul with significant organisational change including the closure of offices and the expansion of the offshoring team accompanied by the digitalisation of the customer journey, the implementation of a new IT system and the introduction of the Robotics programme into Allianz UK claims. As well as his Allianz responsibilities, after 5 years on the CII Claims Faculty board, he has recently been appointed Non-Executive Director of the recently formed Society of Claims Professionals where he is able to combine his passion for developing professionalism in the industry with supporting training & development of the societies’ members. Jeremy lives in Kent with his wife and two children and when outside of work, enjoys spending time with them and watching and taking part in a variety of sports.

Session Details: The Power of Digital to Improve the Customer Claims Journey 05-05-2020, 12:30 pm Q&A with Speaker 05-05-2020, 12:50 pm View In Agenda

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Biography: Chris built a regional insurance advisory business with $50m revenues. He was Partner and Managing Director for The Boston Consulting Group, Head of Insurance Practice for Asia, and has 15+ years’ experience in the insurance industry in Europe and Asia. He has actively supported the launch of numerous innovative digital insurance businesses. Chris has worked across life insurance, asset management, reinsurance and broking sectors.  

Session Details: Pioneering AI and machine learning technologies to personalise policies, pricing and marketing 05-05-2020, 9:00 am Q&A with Speaker 05-05-2020, 9:20 am Pioneering AI and machine learning technologies to personalise policies, pricing and marketing 05-05-2020, 9:00 am Q&A with Speaker 05-05-2020, 9:20 am View In Agenda

Biography: Andy started his career in the public sector, working in the NHS and the UK’s Department for Health.  His first role in the insurance industry was at the Motor Insurers’ Bureau, with responsibility for communications on industry databases as well as media handling of wider uninsured driving issues. He joined the British Insurance Brokers’ Association in 2013 and is now responsible for corporate affairs at BIBA, helping to develop the trade association’s influencing policy and represents brokers’ interests to Government. Latterly he has taken responsibility for BIBA’s work on digital innovation; driving forward the trade body’s role in helping the industry make the most of opportunities arising from InsurTech – through BIBA’s cross-industry Innovation Working Group which he set up.  Twitter: @BIBAAndy  Name: Andy Thornley     Title: Head of Corporate Affairs

Session Details: The Broker of the Future – Remote Working to Support our Customers 05-05-2020, 11:00 am Q&A with Speaker 05-05-2020, 11:20 am View In Agenda

Biography: Ed joined Lloyd’s in August 2018 following ten years as a consultant at KPMG and EY, specialising in technology and data. He now runs the Lloyd's Lab InsurTech programme which is running its fourth cohort in Spring 2020. His role covers all elements of the Lab programme – from meeting interested InsurTechs and insurers, through to planning and running the ten-week programme with the support of the Lab team. An outsider to the insurance industry, having spent most of his career working with retail, consumer goods, and government clients, Ed comes with a different perspective which fits his role in the Lloyd's Lab well.

Session Details: A Case Study of Lloyd’s Lab 06-05-2020, 1:00 pm Q&A with speaker 06-05-2020, 1:20 pm View In Agenda

Biography: John heads up Flock's platform team on its mission to make the world a smarter, safer place. His leadership has led to Flock insuring some of the world’s largest drone fleets and partnering with leading underwriters and brokers. Prior to joining Flock, John spent 10 years advising on corporate finance matters in the (re)insurance sector, working within the Corporate Advisory teams at Guy Carpenter and Aon Benfield. John began his career as a qualified chartered accountant.

Session Details: Case study: Real-time insurance for a real-time world: How machine learning is optimising insurance pricing 05-05-2020, 11:00 am Q&A with Speaker 05-05-2020, 11:20 am View In Agenda

Biography: Julia Walker-Smith is passionate about protecting genuine insurance customers by preventing fraudsters from holding policies with BGL’s own brands and those of its partners. Through the use of art and science, Julia has significantly reduced the level of application fraud at BGL – all part and parcel of BGL providing distinctly different distribution to its insurers. A marketeer at heart, Julia joined BGL over 10 years ago and since then has had a number of marketing roles including product responsibility for BGL’s own brands Budget Insurance and Dial Direct. Julia recently moved away from marketing and now uses her insurance experience to oversee the Product function at BGL. Julia started her career at Royal Insurance working in both personal and commercial lines. Prior to joining BGL, Julia led MORE TH>N Business – the early days of online insurance for small businesses – and before that that she sat on the RSA Commercial Leadership team as head of B2B Marketing.

Session Details: Art and science to successfully combat fraud 06-05-2020, 11:30 am Q&A with speaker 06-05-2020, 11:50 am View In Agenda

Biography: After starting his career in motor underwriting, Peter switched to broking, and eventually led a management buy-out of the UK commercial division of Farr in 2000 which he then named FMW Risk Services Ltd.  He grew this business to approximately £25m gross written premium before selling the business in December 2007 to Oval.  In 2012 Peter was appointed Chief Executive of Oval and he ran the business through until its eventual sale to Arthur J. Gallagher which completed in April 2014. In May 2015 Peter concluded a management buy-in of Aston Scott and then led the merger with Lark Group in 2017.  As Group CEO of Aston Lark he now leads a business with nearly 800 staff across 28 locations in the UK and Ireland that writes nearly £400m of gross written premium. Aston Lark is backed by the merchant banking division of Goldman Sachs alongside Bowmark Capital LLP. Peter is also non-executive chairman at Hastings Insurance Services Ltd, the broker arm of Hastings Direct, and is chairman of the Large Brokers’ Advisory Board at the British Insurance Brokers Insurance Association (BIBA). Peter has just concluded a 9-year term as a trustee of the Essex Community Foundation which is an independent charitable trust improving the quality of life of people in Essex by investing and distributing funds on behalf of a wide range of donors.  Essex Community Foundation looks after over £40m worth of endowed funds and awards thousands of grants each year to a variety of voluntary organisations and projects. Peter lives in Colchester with his wife, Sue, and has three children aged 19, 18 and 12 and his hobbies include tennis, swimming, shooting, golf and watching rugby.

Session Details: The Broker of the Future 06-05-2020, 10:00 am Q&A with Speaker 06-05-2020, 10:20 am View In Agenda

Biography: Matthew joined the UK retail division of Hiscox in 2011 and managed a large customer service initiative that included structural changes and the identification, improvement and measurement of behaviours that focussed on customer service. In 2013 he transferred to the London Market division where he developed the e-commerce strategy for both the London and Guernsey businesses. In 2016 he moved to head up a new division within Hiscox UK, looking at innovation and disruptive trends in the insurance and fintech sector. Matthew works with start ups, VCs and entrepreneurs; finding ways to trial new ideas and innovations in a quick, cost effective way.

Session Details: Case study: Successful implementation of Natural language processing (NLP) transforming how an insurer understands and leverages data 06-05-2020, 10:00 am Q&A with speaker 06-05-2020, 10:20 am View In Agenda

Biography: Paul has worked at RSA for over 20 years, with the last 8 years in Connected insurance. In his latest role as the Proposition Development Director, Paul is responsible for helping RSA develop new strategic customer propositions that leverage the ever evolving supplier eco system. Paul’s role also helps guide and support the whole of RSA Group with defining and implementing its connected insurance and proposition innovation strategies.  In Paul’s spare time, he enjoys running and has two children, Leo age 12 and Isla nearly 8.

Session Details: The connected insurance opportunity: Internet of Things (IoT) implementation for additional revenues and lower costs 06-05-2020, 10:30 am Q&A with speaker 06-05-2020, 10:50 am View In Agenda

Biography: Matthew Reed is the managing director and co-founder of Equipsme. The first new company to launch in health insurance in a decade, Equipsme provides affordable and simple health plans to companies who want to offer something to more or all of their workforce. Most of its customers are SMEs which have never bought health insurance for their staff before.  Matthew held a number of global and senior positions before trading corporate for start-up life, including as managing director of commercial lines for AXA P&C, and at Powerplace where he grew a digital insurance marketplace to £50m in gross written premiums. 

Session Details: A Case Study on Equipsme 06-05-2020, 12:00 pm Q&A with speaker 06-05-2020, 12:20 pm View In Agenda

Biography: Daniel Pearce is a Senior Analyst at GlobalData and developed a passion for analytics whilst studying for his degree in Economics at the University of Portsmouth. Following graduation Daniel aims to provide clients with insight into emerging trends in the insurance industry, enabling them to be at the forefront of market developments. He believes research and analytics are fundamental in influencing the future of the insurance industry.

Session Details: Opening Overview - How technology is shaping the future of insurance 05-05-2020, 8:45 am View In Agenda

Biography: Having founded FloodFlash in 2017, Ian first saw the potential of parametric (or ‘event-based’) insurance while working at RMS, the world’s largest catastrophe modelling firm. Whilst there, he and co-founder Adam Rimmer structured and modelled triggers on over $2bn of parametric insurance products for governments and large corporations around the world. Today they are using the latest mobile-connected technology and risk modelling to apply those same principals to a scalable platform, providing affordable cover to the millions who need it most.

Session Details: LIVE DISCUSSION - with Ian Bartholomew, Co-Founder of FloodFlash 05-05-2020, 12:00 pm View In Agenda

Biography: Stuart Ravens is Chief Analyst for GlobalData’s Technology Thematic Research. Stuart advises companies across a range of industries on disruptive technologies such as digitization, analytics & AI, RPA, IoT, digital twin, information management, blockchain, and much more. He focuses on how new technologies—such as blockchain and AI—can give users a future competitive advantage. Stuart has been an analyst for more than 20 years. Stuart has played a lead role in the delivery of custom research and advisory work for many industrial companies, IT vendors and service providers and is regularly invited to speak at conferences around the world.  He has also worked as an analyst in financial and professional services organizations based in London. Stuart holds an MSc in information science from City University, London.

Session Details: Reinventing insurance in an age of digital disruption 05-05-2020, 1:30 pm Q&A with Speaker 05-05-2020, 1:50 pm View In Agenda

Biography: With 20 years in the ever-changing Contact Centre and Client Engagement spaces, Mark has worked with some of the largest Global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing Agent and Customer Evaluation together through the power of Speech and Engagement Analytics Mark can draw on successful client projects that have delivered exceptional ROIs and Transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Direct line, Teleperformance, HSBC, TeliaSonera, E.ON, BNP Paribas.

Session Details: Real Stories, Real Customer Success and How They Got There with AI Fuelled Speech Analytics 05-05-2020, 1:00 pm View In Agenda

Biography: Working in the industry for over 15 years, Peter has helped hundreds of businesses to increase their operational efficiency and customer satisfaction with user experience deliverables. With clients such as Legal & General, Mercer and Shell, Peter and his team support businesses undergoing digital transformation to ensure their systems and digital products competitively meet the needs of their employees and customers.

Session Details: Improving profitability with User Experience 05-05-2020, 2:00 pm Q&A with Speaker 05-05-2020, 2:20 pm View In Agenda

Biography: Bryan Phillips is Product Director for Coverly. He oversees the design and development of the business’s product innovation agenda and initiatives, working closely with Jodi Cartwright to align disruptive product offerings with customer trends. Bryan is the former Head of Product Innovation at Bibby Financial Services, the global SME partner backing Coverly, where he led the global product innovation team for the last two years. With expertise in the ideation and design of digital products and customer experiences across a variety of sectors, Bryan brings with him the experience necessary to build and grow a disruptive InsurTech business. Prior to joining Bibby Financial Services, Bryan held roles with the BBC, Santander and Digital Production Partnership. He worked at the BBC for nine years, planning and delivering a variety of different television and media projects, before moving into the financial services sector in 2014 as Innovation Manager at Santander UK. He received his bachelor’s degree in Media Production from Bournemouth University in 1997.

Session Details: Case Study: Streamlining the Quote process for the customer 06-05-2020, 12:00 pm Q&A with speaker 06-05-2020, 12:20 pm View In Agenda

Biography: Darius Sabas is a Lead Data Scientist EMEA at DataRobot. Based in London, he leads customer engagements advising businesses across EMEA on how they can leverage Machine Learning and DataRobot to resolve some of their toughest business problems. Darius has worked with most of the early customers of DataRobot in Europe, in particular within the Insurance, Manufacturing, Media and Telco industries. Previously, Darius was leading data science teams in Media, E-commence and Consultancy companies gaining perspective on both - advisory and client side.

Session Details: "I want it. Now. Online". How AI will help you go digital 05-05-2020, 9:30 am "I want it. Now. Online". How AI will help you go digital 05-05-2020, 9:30 am View In Agenda

Biography: Tomek has held key executive positions at eBaoTech since the company started in Europe in 2004. He has been responsible for delivery across Europe and India and eventually took on the role of General Manager for the region. Prior to co-founding eBaoTech in Europe, Tomek worked 4 years at Winterthur Insurance (now AXA), a leading insurance company in Switzerland, where he was Vice President Efficiency Improvement leading operational excellence and performance improvement programs across Europe including insurance portfolio migrations, product and process simplification, new system selections and implementations. Before working at Winterthur Insurance, Tomek spent 5 years at PricewaterhouseCoopers as Manager leading various IT, Operations and Finance advisory projects at insurance and reinsurance clients in Switzerland and Central and Eastern Europe. Tomek earned his MBA degree at Clarkson University in the US and graduated with a Master’s Degree in International Trade from Cracow Academy of Economics in Poland. He holds a US CPA license and is also a licensed insurance broker in Switzerland.

Session Details: Future of Digital Transformation: Why Core (System) Is No Longer Core 05-05-2020, 11:30 am Future of Digital Transformation: Why Core (System) Is No Longer Core 05-05-2020, 11:30 am View In Agenda

Biography: Marlon uses his 25 years’ knowledge of the financial services industry to enable insurance organisations to create, deliver and accelerate their digital transformation strategies and programmes of work. Using his wealth of industry and technology experience alongside a unique innovative approach, he has helped many insurance organisations unlock their ‘digital’ potential and deliver better customer experiences, improved operational efficiencies and business opportunities for growth. At Sopra Steria he is responsible for Propositions, Innovation, Partner Ecosystems and the Start Up community. He is also an active member of the Sopra Steria BAME community and Technology Innovation board.

Session Details: Digital disruption – Striking the right balance between legacy transformation and new technology investments 05-05-2020, 10:30 am Looking at Digital Transformation Differently: An Exploration of Making Technology Work for You 05-05-2020, 10:30 am View In Agenda