2020 Claims and Fraud Summit Virtual Agenda

2020 Agenda

2020 Claims & Fraud Summit Virtual Agenda

09:0009:30

Claims and fraud in the post-lockdown era – strategies and steps in the aftermath

09:00 - 09:45

The world has changed dramatically since the start of the year.  Previously perceived threats, assumed fraud concerns and established claims operations have been affected dramatically by the COVID-19 pandemic and its wider impact on our society.

Welcome to the Claims and Fraud Summit opening panel discussion where will be investigating the impact that the pandemic and subsequent lockdown have had on insurers operations, and, importantly, what we anticipate over the coming months.

Topics to be covered include:

  • Strategically, what can insurance claims and fraud operations claims were success and failures during the early stages of the government lockdown?  Where were the blind spots in our operations that we did not prepare for?
  • How will insurance fraud and claims operations change in the future as a result of Covid-19?
  • Has the robustness of our fraud detection, claims journey and customer service been challenged considerably, or is the industry far better prepared for a future large-scale crisis?

10:0010:45

Being there for your customer – claims operations designed for the Covid-era

10:00 - 10:45

The sheer volume of claims and concerned customers reaching out for support put a complex and difficult challenge in front of claims professionals across the insurance sector. 

  • What have been the needs of your customers in their time of need
  • Building an accessible operation throughout lockdown
  • Guiding customers through the claims journey remotely
  • Prioritising high-level claims and vulnerable customers
  • Assessing the validity of claims and working through the wording

11:0012:00

Click and Connect!

14:00 - 15:00

It is as simple as that!  Use the Brella platform to arrange, video meetings using AI based, match-making technology that will be able to put you in contact with people of similar interests and requirements.

Plan your meetings accordingly, and select times using the platform that work best for both of you.

Meet at your time, at your leisure and mix work and conferencing to your benefit.

12:0012:45

Automation and fraud – how far can AI and machine learning take us?

12:45 - 13:30

  • Implementing AI and automated solutions to tackle fraud
  • Does the human eye still work? Mixing professional experience with automated solution in your counter fraud operations
  • Don't let fraud drop down the pecking order! Incorporating fraud detection into your wider IT/Digital strategy

13:0013:45

Session reserved for sponsors

13:00 - 13:45

14:0015:00

Click and Connect!

14:00 - 15:00

It is as simple as that!  Use the Brella platform to arrange, video meetings using AI based, match-making technology that will be able to put you in contact with people of similar interests and requirements.

Plan your meetings accordingly, and select times using the platform that work best for both of you.

Meet at your time, at your leisure and mix work and conferencing to your benefit.

15:1516:00

Working in tandem – building a collaborative approach to combating fraud

15:15 - 16:00

  • Building and maintaining a connection with organisations to combat fraud
  • Data sharing, ensuring data is secured whilst being shared and the issues with data protection and privacy
  • Ensuring insurers maintain responsibility keeping customer data secure and confidential
  • Assigning high-priority cases - applying optimal effort per fraudulent claim

16:1517:00

The “desperation effect” – preparing for a rise in customer claims as a result of a Covid-induced economic downturn

16:15 - 17:00

As the economy scrambles to recover from the Coronavirus pandemic and ensuing lockdown, what are the anticipated challenges for insurance claims and fraud teams as the manage a high-level of customer care whilst remaining vigilant to the ever-present challenge of fraud.

Our panel will look to cover:

  • Can we expect a significant rise in fraudulent clams as a result of the economy’s downward term?
  • Which business lines are we expecting to see problems an issues?
  • Is this downturn different to previous ones?
  • An assessment of the claims sector and the areas where there are likely to be a rise in claims
  • Lessons from claims made during previous downturns

09:0009:30

Beyond the digital journey: are insurers and customers ready for the next phase of digitalisation and what can we expect?

09:00 - 09:45

Pre-Covid, the claims journey witnessed so significant shifts to a digital offering, as insurance companies reacted to a new wave of technology to help streamline their operations.

With extensive digitalisation taking place in the claims space, we will be asking our panel:

  • What is the next step in the claims digitalisation journey?
  • Are customers ready for digital tools and how do we with the less-digitally literate policy holder?
  • Will a contact centre and human-to-human interaction ever fully be replaced?
  • Has claims technology development stagnated?  What do insurers want from their solution providers?

10:0010:45

Creating a company culture of combating fraud

10:00 - 10:45

  • From the top down, what are the best approaches to ensuring that there is a strong company-wide culture to tackle fraud?
  • The challenges de-siloing fraud from a solo operation
  • As the lockdown eases, what have been the biggest trends in fraudulent claims to emerge?  What can we expect over the coming months?
  • How to ensure your fraud operation keeps pace with the fraudsters in a new disruptive environment?

11:0012:00

Click and Connect!

14:00 - 15:00

It is as simple as that!  Use the Brella platform to arrange, video meetings using AI based, match-making technology that will be able to put you in contact with people of similar interests and requirements.

Plan your meetings accordingly, and select times using the platform that work best for both of you.

Meet at your time, at your leisure and mix work and conferencing to your benefit.

12:1513:00

A Whiplash update - the delay and beyond, what is the industry now expecting?

12:15 - 13:00

As a result of the pandemic, the UK Government made the decision to delay the implementation of the Whiplash Reforms in April 2020.  Whilst remaining firmly committed to implementing the new measures, the Government are focussing on acting to ease the disruption and pressures caused by the Coronavirus.

Although this has allowed for more time for insurers to prepare for the coming changes, what are the lingering debates and discussions to be had about the changes coming to small claims management?

Our panel will discuss:

  • Changes in the motor claims landscape since Covid-19?  How have motor claims been impacted?
  • The latest status of the portal, and its impending roll-out
  • Has the delayed provided time to ensure previous doubts and concerns were accounted for?
  • Will the customer contact centre be impacted by social distancing?

13:1514:00

Social-distancing and loss adjustments: how has the insurance industry reacted to a new form of operating?

13:15 - 14:00

  • What is the long-term viability of remote loss adjusting and claims assessing?  Has Covid offered a watershed moment for the industry to introduce a remote, digital option?
  • Do remote operations offer a quicker operating model?
  • What tools are helping to deal with large volumes of claims? Claims assessments en-masse, is this a future possibility for the next major cat event?

14:0015:00

Click and Connect!

14:00 - 15:00

It is as simple as that!  Use the Brella platform to arrange, video meetings using AI based, match-making technology that will be able to put you in contact with people of similar interests and requirements.

Plan your meetings accordingly, and select times using the platform that work best for both of you.

Meet at your time, at your leisure and mix work and conferencing to your benefit.

15:1516:00

Climate and claims: preparing for a global challenge

15:15 - 16:00

  • Has the pandemic shifted focus from flood and other climate related claims preparation?
  • How has modelling changed in the climate space?
  • Is the insurance industry, and are organisations, better preparing themselves for climate related claims each year?
  • What lessons have been learnt from flood events earlier this year in the UK?
  • Dealing with customers impacted by Covid and a weather claim