Europe’s Leading General Insurance Conference

7th & 8th November 2017

QEII Centre, London

About the Conference

“I’m delighted to be taking part in one of the leading insurance events in Europe; it’s a great opportunity to speak to industry peers about trends, challenges and opportunities as well as sharing ideas about how to prepare for the future.” 

Steve Lewis, Chief Executive, UK & International, RSA

Over the past 17 years The Future of General Insurance has established itself as a must-attend event for insurance executives and their partners. But this year it looks a little different.

The conference was held for the first time in 2001 as an event where decision makers in insurance could discuss critical industry developments and form new relationships.

In 2017 we will have a broader collection of speakers and delegates than ever before, drawing on leaders in insurance innovation from across the whole of Europe.

Why attend?

Our carefully constructed agenda includes a wide array of topics and perspectives to broaden your knowledge and give you a fully comprehensive experience; from the impact of the Fourth Industrial Revolution to envisioning a driverless future, we cover it all! Pick and mix your sessions to tailor your agenda with the choice of 5 stages: INNOVATION, MOTOR, PITCH, MARKETING & CLAIMS.

Enjoy the chance to delve deeper into these hot topics with insights from traditional leaders such as Zurich, Allianz and ERGO. You will also have the opportunity to be challenged by insurtech heavyweights including Scott Walchek, Chief Executive Officer, Trōv and Steven Mendel, Chief Executive Officer and Co-founder, Bought By Many!

attendees

speakers

stages

insurtech pitches

hours of networking

hours of content

Speakers

Steve Lewis, RSA

Steve Lewis

Chief Executive, UK & International

RSA

Scott Walchek, Trōv

Scott Walchek

Chief Executive Officer

Trov

Richard Rowney, LV=

Richard Rowney

Group Chief Executive

LV=

Francois-Xavier-Boisseau, Ageas

François-Xavier Boisseau

Chief Executive Officer, Insurance

Ageas

Jens Henriksson, Folksam

Jens Henriksson

President and Chief Executive Officer

Folksam

Tomasz Smaczny, ERGO Group

Tomasz Smaczny

Group Chief Information Officer

ERGO

Steven Zuanella, RSA

Steven Zuanella

Group Chief Digital Officer

RSA

Cécile Fresneau, Zurich

Cécile Fresneau

UK GI Chief Underwriting Officer

Zurich

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Conference Agenda

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Day 1 Tuesday, 7 November 2017

Day 2 Wednesday, 8 November 2017

Pre-conference breakfast roundtables

Insuring the society of tomorrow
Inspiring women in insurance
08:15

Sign up to kick off the day at one of our breakfast roundtables where industry experts will lead discussions over a continental spread and lots of great coffee. Places are limited so register now to join the debate

Join this discussion to explore the impact of demographic change on insurance. How can insurers deal with an ageing population? How can insurers tailor products and services for their unique needs? What must be done to ensure older customer segments are not priced out or left behind?


    Simon Stanney, SunLife
    Simon Stanney

    Director of General Insurance
    SunLife

    08:15

    Sign up to kick off the day at one of our breakfast roundtables where industry experts will lead discussions over a continental spread and lots of great coffee. Places are limited so register now to join the debate

    Join this roundtable to discuss with your peers the issues affecting women in insurance today. In what ways and in what timeframe will insurers who lack gender diversity fall behind the pack? How can women drive change within their organisations? What steps can be taken to encourage more women to join the industry?


      Barbara Merry, Independent Women in Insurance Network
      Barbara Merry

      Chair
      Independent Women in Insurance Network

      09:00

      Welcome address by Marketforce

      09:05

      Chair’s opening remarks

      Session 1

      Innovation Stage

      09:10
      Keynote

      Leading the charge: ambition, innovation and digitalisation


        Steve Lewis, RSA
        Steve Lewis

        Chief Executive, UK & International
        RSA

        9:30
        Keynote

        Insight from Germany: building an insurer prepared for tomorrow’s world


          Tomasz Smaczny, ERGO Group
          Tomasz Smaczny

          Group Chief Information Officer
          ERGO

          09:50

          Questions


            10:00

            Advisory


              10:20
              CEO panel discussion

              From agility to collaboration: adapting to structural changes

              • Where are the greatest changes happening in the industry today? What challenges do these present?
              • What are the biggest obstacles for insurers to retain a good combined operating ratio (COR)?
              • How can insurers deliver more for the customer whilst remaining profitable?
              • Will price always be the main factor of consideration for customers?
              • Will the trend of value chain disaggregation continue? What effect will it have on incumbents?
              • Sorting the wheat from the chaff: how disruptive is insurtech going to be?
              • Is partnering the only way forward for both incumbents and insurtech disruptors to succeed?
              • Reality check: what does the average customer expect and want from their insurer?

                Steve Lewis, RSA
                Steve Lewis

                Chief Executive, UK & International
                RSA

                Richard Rowney, LV=
                Richard Rowney

                Group Chief Executive
                LV=

                Francois-Xavier-Boisseau, Ageas
                François-Xavier Boisseau

                Chief Executive Officer, Insurance
                Ageas

                Jens Henriksson, Folksam
                Jens Henriksson

                President and Chief Executive Officer
                Folksam

                11:05

                Refreshments

                Session 2

                Innovation Stage | Pitch Stage

                Innovation Stage
                Pitch Stage
                11:35
                Interview

                Insuring an on-demand world: in conversation with Scott Walchek

                • A new customer base in the market: who craves on-demand insurance?
                • Empowering consumers: can the option of choosing length of coverage drive loyalty?
                • Will partial coverage ever become the norm?
                • What are the pricing implications of on-demand insurance?
                • Creating a perfectly simple user experience: what are the key factors for success?


                  Interviewer

                  Kenny Leitch, RSA
                  Kenny Leitch

                  Global Connected Insurance Director
                  RSA

                  Speaker

                  Scott Walchek, Trōv
                  Scott Walchek

                  Chief Executive Officer
                  Trov

                  11:55

                  Session title to be confirmed


                    James Barker

                    Regional Director UK and Ireland
                    Backbase

                    12:15
                    Fireside chat

                    Developing an innovative culture

                    We have invited two champions of change and innovation to discuss the challenges and intricacies of adopting a truly innovative culture in traditional insurance companies. Steven Zuanella and Parul Kaul-Green both have first-hand experience of trying to transform incumbents into innovative organisations and will share their experience and expertise.

                    • Where do the biggest hindrances to innovation and digitalisation lie?
                    • The key to becoming truly agile and responsive: is culture the place to start?
                    • Taking the first steps: how can culture be changed?
                    • Encouraging empowerment: how can staff be incentivised to be innovative?
                    • Injecting new blood into insurance: what other industries can insurers look towards?
                    • Overcoming the cultural dichotomy: what can be done to aid collaboration initiatives between new entrants and incumbents?

                      Steven Zuanella, RSA
                      Steven Zuanella

                      Group Chief Digital Officer
                      RSA

                      Parul Kaul-Green, AXA
                      Parul Kaul-Green

                      Head of M&A and Innovation
                      AXA UK Group

                      12:40

                      Advancing customer centricity: adding value where it matters


                        Aldo Monteforte, The Floow
                        Aldo Monteforte

                        Chief Executive Officer and Co-Founder
                        The Floow

                        11:35

                        Pitch one: Wilov


                          Pierre Stanislas, Wilov
                          Pierre Stanislas

                          Chief Executive Officer
                          Wilov

                          11:45

                          Pitch two: Digital Fine Print


                            Erik Abrahamsson, Digital Fineprint
                            Erik Abrahamsson

                            Chief Executive Officer
                            Digital Fineprint

                            11:55

                            Pitch three: InsureStreet


                              Tahir Farooqi, InsureStreet
                              Tahir Farooqui

                              Founder and Chief Executive Officer
                              InsureStreet

                              12:05

                              Pitch four: Arowana


                                Brigitte Small, Arowana
                                Brigitte Small

                                Chief Executive Officer
                                Arowana

                                12:15

                                Pitch five: Urban Jungle


                                  Jimmy Williams, Urban Jungle
                                  Jimmy Williams

                                  Co-founder and Chief Executive Officer
                                  Urban Jungle

                                  12:25

                                  Pitch six: Konsileo


                                    John Warburton, Konsileo
                                    John Warburton

                                    Co-founder
                                    Konsileo

                                    12:35

                                    Pitch seven: Wrisk


                                      Nigel Barton, Wrisk
                                      Nigel Barton

                                      Chief Executive Officer and Co-founder
                                      Wrisk

                                      12:45

                                      Pitch eight: Tribe


                                        Rune Brunborg, Tribe
                                        Rune Brunborg

                                        Founder
                                        Tribe

                                        Session 3

                                        Innovation Stage | Pitch Stage | Motor Stage

                                        Innovation Stage | Taking data and analytics to the next level
                                        Pitch Stage
                                        Motor Stage | Envisioning a driverless future
                                        14:15

                                        Building a robust data strategy

                                        • Tackling the realities of a big data explosion
                                        • What does it really mean to effectively leverage advanced data analytics?
                                        • Combining old and new data sources: strategies for seamless integration

                                          Andreas Braun, Allianz
                                          Andreas Braun

                                          Head of Global Data and Analytics
                                          Allianz

                                          14:35

                                          Advisory


                                            14:55

                                            Capitalising on social media as a data source

                                            • Identifying profitable customer niches through social media analysis: how can meaningful insight be achieved?
                                            • Questions of privacy, morality and legality: the difficulties of tapping into a private world
                                            • Aligning data strategy with customer-centricity: steps for success
                                            • What opportunities do new data sources present insurers to enhance the customer relationship?

                                              Steven Mendel, Bought By Many
                                              Steven Mendel

                                              Chief Executive Officer
                                              Bought By Many

                                              15:15
                                              Case study | Gjensidige Forsikring

                                              Harnessing advanced analytics to defeat organised crime

                                              This case study will examine the data strategies being used by Gjensidige Forsikring to combat organised crime in the Nordic region. Delegates will benefit from key lessons in how the use of advanced analytics has positively impacted the fraud team’s operations and efficiency.


                                                Vera Sønsthagen, Gjensidige Forsikring
                                                Vera Sønsthagen

                                                Head of SIU, Norway
                                                Gjensidige Insurance

                                                15:35

                                                Questions


                                                  14:15

                                                  Pitch nine: InsureApp


                                                    jochem davids, insureapp
                                                    Jochem Davids

                                                    Chief Executive Officer
                                                    InsureApp

                                                    14:25

                                                    Pitch ten: TikkR


                                                      Hitesh Saini, TikkR
                                                      Hitesh Saini

                                                      Chief Executive Officer and Founder
                                                      TikkR

                                                      14:35

                                                      Pitch eleven: Luko


                                                        Raphael Vullierme, Luko
                                                        Raphael Vullierme

                                                        Chief Executive Officer
                                                        Luko

                                                        14:45

                                                        Pitch twelve: Sherpa


                                                          chris kaye, sherpa
                                                          Chris Kaye

                                                          Chief Executive Officer and Founder
                                                          Sherpa

                                                          14:55

                                                          Pitch thirteen: Blocksure


                                                            Ranvir Saggu, Blocksure
                                                            Ranvir Saggu

                                                            CEO and Co-founder
                                                            Blocksure

                                                            15:05

                                                            Pitch fourteen: Urgent.ly


                                                              Tom Sexton, Urgent.ly
                                                              Tom Sexton

                                                              Vice President – Strategic Sales
                                                              Urgent.ly

                                                              15:15

                                                              Pitch fifteen: Mobassurance


                                                                Tomas Sinicki, Mobassurance
                                                                Tomas Sinicki

                                                                Co-founder and Managing Director
                                                                Mobassurance

                                                                15:25

                                                                Pitch sixteen: DropIn


                                                                  Louis Ziskin, DropIn
                                                                  Louis Ziskin

                                                                  Chief Executive Officer
                                                                  DropIn

                                                                  15:35

                                                                  Pitch seventeen: Kasko


                                                                    Nikolaus Sühr, KASKO
                                                                    Nikolaus Sühr

                                                                    Co-founder and Chair
                                                                    Kasko

                                                                    14:15

                                                                    Assessing the future role of insurers in the motor market

                                                                    • What are the biggest challenges motor insurers face in light of advancing technology?
                                                                    • A question of relevance: what must insurers do to avoid being edged out of the industry?
                                                                    • What part will insurers play in the motor market in 10 years’ time?

                                                                      Gus Park, Direct Line Group
                                                                      Gus Park

                                                                      Managing Director, Motor Insurance and Business Development
                                                                      Direct Line Group

                                                                      14:35

                                                                      Advisory


                                                                        14:55

                                                                        Assessing the future role of automotive manufacturers in the insurance market

                                                                        • To what extent will manufacturers disrupt the insurance industry?
                                                                        • Timeframe for change: mapping the path from now to a driverless reality
                                                                        • How can insurers and manufacturers best work together?

                                                                        Speaker to be confirmed


                                                                          15:15

                                                                          Cybersecurity challenges of the connected car

                                                                          • Outlining the threats that arise from automated and autonomous vehicles
                                                                          • What must be done to prepare for these challenges?
                                                                          • Government, manufacturer, insurer: where does responsibility lie?

                                                                           


                                                                            Dan Trueman

                                                                            Chief Innovation Officer and Head of Cyber
                                                                            Novae Group

                                                                            Mike Shen

                                                                            Head of Cyber Innovation
                                                                            Novae Group

                                                                            15:35

                                                                            Questions


                                                                              Session 4

                                                                              Innovation Stage | Pitch Stage | Motor Stage

                                                                              Innovation Stage | Creating a truly valuable customer proposition
                                                                              Pitch Stage
                                                                              Motor Stage | Securing success in the motor market: moving with the times
                                                                              16:20
                                                                              Case study | British Gas Insurance

                                                                              Leveraging the power of the smart home

                                                                              In this case study, Ed Dutton, Managing Director at British Gas Insurance, will examine the full potential of the smart home and how insurers can capitalise on the opportunities it presents for realigning and redefining the customer relationship.


                                                                                Ed Dutton, British Gas Insurance
                                                                                Ed Dutton

                                                                                Managing Director
                                                                                British Gas Insurance

                                                                                16:40

                                                                                Session Title to be confirmed


                                                                                  17:00
                                                                                  Panel discussion

                                                                                  Adding more value: how is the role of insurance companies set to change?

                                                                                  • Where is the greatest potential to add value to the customer?
                                                                                  • Are value-added services enough to remain relevant or does the value-proposition of insurance need to fundamentally change?
                                                                                  • Planning an optimal portfolio of services: how can insurers add value whilst remaining business savvy?
                                                                                  • Reality check: what does the customer really want?

                                                                                    Ed Dutton, British Gas Insurance
                                                                                    Ed Dutton

                                                                                    Managing Director
                                                                                    British Gas Insurance

                                                                                    Rob Flynn, MORE TH>N
                                                                                    Rob Flynn

                                                                                    Managing Director
                                                                                    MORE TH>N

                                                                                    Gregor Wiest, ERGO
                                                                                    Gregor Wiest

                                                                                    Head of Innovation
                                                                                    ERGO

                                                                                    16:20

                                                                                    Pitch eighteen: so-sure


                                                                                      Dylan Bourguignon, so-sure
                                                                                      Dylan Bourguignon

                                                                                      Chief Executive Officer
                                                                                      so-sure

                                                                                      16:30

                                                                                      Pitch nineteen: Flock Cover


                                                                                        Ed Klinger, Flock Cover
                                                                                        Ed Klinger

                                                                                        Chief Executive Officer
                                                                                        Flock Cover

                                                                                        16:40

                                                                                        Pitch twenty: Openclaims


                                                                                          Lex Orie, Openclaims
                                                                                          Lex Orie

                                                                                          Managing Director
                                                                                          Openclaims

                                                                                          16:50

                                                                                          Pitch twenty-one

                                                                                          Speaker to be confirmed


                                                                                            17:00

                                                                                            Pitch twenty-two

                                                                                            Speaker to be confirmed


                                                                                              17:10

                                                                                              Pitch twenty-three

                                                                                              Speaker to be confirmed


                                                                                                17:20

                                                                                                Head to Innovation Stage for champagne keynote address


                                                                                                  16:20

                                                                                                  Retaining competitive advantage through pricing sophistication

                                                                                                  • How must pricing strategies evolve to cope with increasing costs, complexity and competition?
                                                                                                  • Combatting competition with innovative rate structures: what does this look like in practice?
                                                                                                  • Improving customer profiling through enhanced data capture: telematics and beyond
                                                                                                  • Maintaining low premiums whilst ensuring profitability: achievable reality or just a pipedream?

                                                                                                    Agnieszka Wronska, Link4
                                                                                                    Agnieszka Wrońska

                                                                                                    Chief Executive Officer
                                                                                                    LINK4

                                                                                                    16:35

                                                                                                    Advisory


                                                                                                      16:55
                                                                                                      Panel discussion

                                                                                                      Keeping customers at the heart of motor insurance offerings

                                                                                                      • Digitalising offerings: how important is this for customers today?
                                                                                                      • To what extent does gamification strengthen engagement and loyalty?
                                                                                                      • What innovations in motor hold real value?
                                                                                                      • Will telematics ever be a mass market proposition?
                                                                                                      • Are we entering an era where insurers will find it easier to differentiate on more than just price?
                                                                                                      • How quickly will pricing become more sophisticated as data capture improves?
                                                                                                      • Reality check: do motor customers want to be hyper-aware of their risk?

                                                                                                        Michael Brockman, Insure-the-Box
                                                                                                        Michael J Brockman

                                                                                                        Chief Executive Officer
                                                                                                        Insure The Box

                                                                                                        Pierre Stanislas, Wilov
                                                                                                        Pierre Stanislas

                                                                                                        Chief Executive Officer
                                                                                                        Wilov

                                                                                                        Agnieszka Wronska, Link4
                                                                                                        Agnieszka Wrońska

                                                                                                        Chief Executive Officer
                                                                                                        LINK4

                                                                                                        Session 5

                                                                                                        Innovation Stage

                                                                                                        17:30
                                                                                                        Champagne closing keynote address

                                                                                                        The futurologist’s view: what’s next for the insurance industry?


                                                                                                          David Smith, Global Futures and Foresight
                                                                                                          David A. Smith

                                                                                                          Futurologist and Chief Executive
                                                                                                          Global Futures and Foresight

                                                                                                          17:55

                                                                                                          Questions


                                                                                                            18:00

                                                                                                            Chair’s closing remarks, end of Day One followed by a drinks reception


                                                                                                              Pre-conference breakfast roundtables

                                                                                                              Preparing for a post-Brexit world
                                                                                                              Personal lines cyber insurance: a tale of things to come?
                                                                                                              08:15

                                                                                                              During this roundtable discussion, delegates will have the opportunity to debate the impact of a hard Brexit on the insurance industry. Will Brexit greatly affect the operations of insurers? Where will its impact be felt most? How can insurers adapt in uncertain economic times?

                                                                                                              Speaker to be confirmed


                                                                                                                08:15

                                                                                                                Join this breakfast roundtable to discuss the potential threats presented to individuals as more of their data and belongings are stored online creating an increased cyber risk. What does this mean for insurers? How can they deal with this new risk? Will new product lines be needed?


                                                                                                                  Matthew Webb, Hiscox
                                                                                                                  Matthew Webb

                                                                                                                  Group Head of Cyber
                                                                                                                  Hiscox

                                                                                                                  Justin Gott, Hiscox
                                                                                                                  Justin Gott

                                                                                                                  Head of Art and Private Client
                                                                                                                  Hiscox

                                                                                                                  Session 6

                                                                                                                  Innovation Stage | Interactive Workshop

                                                                                                                  Innovation Stage | Technological and operational game changers continued
                                                                                                                  Interactive workshop
                                                                                                                  09:00

                                                                                                                  Chair’s opening remarks


                                                                                                                    09:05
                                                                                                                    Case study | Allianz

                                                                                                                    Robotics changing the day-to-day

                                                                                                                    In this case study, Stephanie Smith will delve into the practical application of robotics and highlight where its effects are being felt most within Allianz. Delegates will discover the steps taken by Allianz towards a more efficient future, what measures have been employed to ensure the ROI of automation has been maximised, and how the company is preparing for greater change in the future.


                                                                                                                      Stephanie Smith, Allianz
                                                                                                                      Stephanie Smith

                                                                                                                      Chief Operating Officer
                                                                                                                      Allianz

                                                                                                                      09:25

                                                                                                                      Next generation underwriting: the promise of predictive analytics and new technology

                                                                                                                      • Streamlining the underwriting process: where can real gains be made?
                                                                                                                      • Towards true personalisation: how to overcome the challenges
                                                                                                                      • To what extent will risk homogenise as connected devices improve understanding?
                                                                                                                      • How will underwriting functions change in the next decade?

                                                                                                                        Cécile Fresneau, Zurich
                                                                                                                        Cécile Fresneau

                                                                                                                        UK GI Chief Underwriting Officer
                                                                                                                        Zurich

                                                                                                                        09:45

                                                                                                                        Harnessing breakthrough technologies to develop customer communications

                                                                                                                        • Assessing current digitalisation and mobility trends
                                                                                                                        • Technologies that hold the greatest promise to enhance insurer-customer interaction
                                                                                                                        • Moving  beyond one-way dialogue: propelling communications to become more interactive

                                                                                                                          Simon Tindal, Smart Communications Photo
                                                                                                                          Simon Tindal

                                                                                                                          Chief Technology Officer
                                                                                                                          Smart Communications

                                                                                                                          10:05
                                                                                                                          Panel discussion

                                                                                                                          Exploring the impacts of technology game changers: envisioning insurance in the Fourth Industrial Revolution

                                                                                                                          • Blockchain, AI and IoT: how will these technologies coincide to transform insurance?
                                                                                                                          • Within what timeframe are changes likely to occur?
                                                                                                                          • Overcoming obstacles: what stands in the way of adoption and how can these be overcome?
                                                                                                                          • The rise of robots: are jobs at risk or is this just scaremongering?
                                                                                                                          • Is the skill-set of the insurance workforce set to fundamentally change?
                                                                                                                          • How can insurers gain the agility they need to optimise the use of new technology?
                                                                                                                          • What will the insurance organisation of 2027 look like?
                                                                                                                          • Reality check: is the make-up of insurance companies likely to radically change?

                                                                                                                            Stephanie Smith, Allianz
                                                                                                                            Stephanie Smith

                                                                                                                            Chief Operating Officer
                                                                                                                            Allianz

                                                                                                                            Cécile Fresneau, Zurich
                                                                                                                            Cécile Fresneau

                                                                                                                            UK GI Chief Underwriting Officer
                                                                                                                            Zurich

                                                                                                                            Sarah Greasley, Direct Line Group
                                                                                                                            Sarah Greasley

                                                                                                                            Chief Technology Officer
                                                                                                                            Direct Line Group

                                                                                                                            Samantha Smithson-Biggs, Aviva
                                                                                                                            Samantha Smithson-Biggs

                                                                                                                            META Programme Management Director
                                                                                                                            Aviva

                                                                                                                            09:00

                                                                                                                            Encouraging new thinking and new approaches: lessons for innovation

                                                                                                                            In this session, you will find out and experience first-hand what it is really like to work in an innovation lab. Explore new ways of thinking as delegates are taken through the ins and outs of how insurance is being revolutionised from within each and every day.

                                                                                                                            Speaker to be confirmed


                                                                                                                              09:45

                                                                                                                              Either head to Innovation Stage for the panel discussion on technology game changers at 10.05, or stick around for the interactive case study.


                                                                                                                                09:50

                                                                                                                                How would you handle a large scale data breach?

                                                                                                                                What would you do if your system suddenly got hacked by cyber criminals causing a huge data leak? In this interactive workshop delegates will be given 15 minutes to discuss and make an action plan of how to deal with this very real threat. Groups will feedback to the expert facilitator who will then take you through how to best prevent and overcome this problem.

                                                                                                                                Speaker to be confirmed


                                                                                                                                  10:45

                                                                                                                                  Refreshments

                                                                                                                                  Session 7

                                                                                                                                  Innovation Stage | Marketing Stage | Claims Stage

                                                                                                                                  Innovation Stage | The Internet of Things in action: a new insurance reality
                                                                                                                                  Marketing Stage | Customer-centric marketing
                                                                                                                                  Claims Stage | Assessing the future claims landscape
                                                                                                                                  11:15
                                                                                                                                  Case study | Neos

                                                                                                                                  Prevention as a service

                                                                                                                                  In this case study Matt Poll, CEO and Founder at Neos will delve into the world of connecting with the customer through risk mitigation. He will explain the successes and challenges Neos has faced with its preventative proposition.


                                                                                                                                    Matt Poll, Neos
                                                                                                                                    Matt Poll

                                                                                                                                    Chief Executive Officer and Founder
                                                                                                                                    Neos

                                                                                                                                    11:30

                                                                                                                                    Ensuring a customer-centric approach to IoT offerings

                                                                                                                                    • What opportunities are there for product innovation in a world that is becoming increasingly connected?
                                                                                                                                    • What does the customer really want?
                                                                                                                                    • In what ways will IoT-enabled products and propositions change the insurer-customer relationship?

                                                                                                                                      Adam Beckett, Aviva
                                                                                                                                      Adam Beckett

                                                                                                                                      Propositions and Product Director
                                                                                                                                      Aviva

                                                                                                                                      11:45

                                                                                                                                      Advisory


                                                                                                                                        12:05

                                                                                                                                        IoT and fraud: a double-edged sword

                                                                                                                                        • What does IoT really mean for fraud departments?
                                                                                                                                        • Enhancing fraud detection with M2M communication
                                                                                                                                        • An opportunity for fraud: where do risks lie and how can they be combatted?
                                                                                                                                        • Does enhanced data capture show us any new trends in fraud?

                                                                                                                                          Clare Lunn, LV
                                                                                                                                          Clare Lunn

                                                                                                                                          General Insurance Fraud Director
                                                                                                                                          LV=

                                                                                                                                          12:20
                                                                                                                                          Panel discussion

                                                                                                                                          Delving deeper into the implications of IoT

                                                                                                                                          • In what ways will IoT continue to change the insurer-customer relationship?
                                                                                                                                          • Commoditisation of risk versus increased personalisation: which product lines are these trends most likely to affect?
                                                                                                                                          • As risks become better understood, will IoT expose current estimations of risk as too great or too small?
                                                                                                                                          • Is there a risk of certain demographics being priced out of market?
                                                                                                                                          • How can IoT be better integrated into insurance operations?
                                                                                                                                          • How does increased use of IoT within general insurance offerings create greater scope cyber risk? What can be done to combat this?
                                                                                                                                          • Reality check: how successful will IoT be in terms of customer uptake across different insurance lines?

                                                                                                                                            Matt Poll, Neos
                                                                                                                                            Matt Poll

                                                                                                                                            Chief Executive Officer and Founder
                                                                                                                                            Neos

                                                                                                                                            Steve Hales, Generali
                                                                                                                                            Steve Hales

                                                                                                                                            Global Head of Connected Insurance
                                                                                                                                            Generali

                                                                                                                                            Clare Lunn, LV
                                                                                                                                            Clare Lunn

                                                                                                                                            General Insurance Fraud Director
                                                                                                                                            LV=

                                                                                                                                            Adam Beckett, Aviva
                                                                                                                                            Adam Beckett

                                                                                                                                            Propositions and Product Director
                                                                                                                                            Aviva

                                                                                                                                            11:15
                                                                                                                                            Keynote

                                                                                                                                            Tapping into customer values – a marketing strategy fit for the 21st Century

                                                                                                                                            Speaker to be confirmed


                                                                                                                                              11:45

                                                                                                                                              Advisory


                                                                                                                                                12:05
                                                                                                                                                Case study | Direct Line Group

                                                                                                                                                Rebranding for true customer-centricity

                                                                                                                                                Direct Line made a commitment to revitalise its brand after questioning its resonance with the customer. In this case study, Kerry Chilvers will explain why the decision was made to realign focus and push a simple narrative of fixing things for the consumer, and how this has helped to drive engagement.


                                                                                                                                                  Kerry Chilvers, Direct Line Group
                                                                                                                                                  Kerry Chilvers

                                                                                                                                                  Brand Director
                                                                                                                                                  Direct Line Group

                                                                                                                                                  12:25
                                                                                                                                                  Panel discussion

                                                                                                                                                  Aligning marketing with excellent customer experience

                                                                                                                                                  • How can marketing initiatives help to deliver a more valuable customer experience?
                                                                                                                                                  • Creating a seamless customer journey: what steps must insurers take?
                                                                                                                                                  • What information do customers find most useful?
                                                                                                                                                  • Building relationships while avoiding annoyance: what are the best consumer touchpoints?
                                                                                                                                                  • How can digital marketing be used to create better touchpoints?
                                                                                                                                                  • How regular should communication be?
                                                                                                                                                  • Delivering on promises and staying on message: how can the priorities of marketing and CX be better aligned?
                                                                                                                                                  • Reality check: can you truly differentiate in a crowded market?

                                                                                                                                                    Kerry Chilvers, Direct Line Group
                                                                                                                                                    Kerry Chilvers

                                                                                                                                                    Brand Director
                                                                                                                                                    Direct Line Group

                                                                                                                                                    Rune Hoff, SpareBank 1 Forsikring
                                                                                                                                                    Rune Hoff

                                                                                                                                                    Director of CRM and Customer Dialogue
                                                                                                                                                    SpareBank 1 Forsikring

                                                                                                                                                    Ali Crossley, BGL Group
                                                                                                                                                    Ali Crossley

                                                                                                                                                    Customer and Development Director
                                                                                                                                                    BGL Group

                                                                                                                                                    11:15

                                                                                                                                                    How are technological advances driving efficiency in claims?

                                                                                                                                                    • From drones to AI: what technology has the biggest disruptive potential within the claims process?
                                                                                                                                                    • Where is technology likely to have the biggest impact?
                                                                                                                                                    • What steps must be taken to ensure successful adoption?

                                                                                                                                                      Ben Horton, RSA
                                                                                                                                                      Ben Horton

                                                                                                                                                      EMEA Claims Director
                                                                                                                                                      Zurich

                                                                                                                                                      11:35

                                                                                                                                                      Advisory


                                                                                                                                                        11:55

                                                                                                                                                        Dealing with the increasing cost of claims

                                                                                                                                                        • What is driving up claims costs for insurers?
                                                                                                                                                        • How can these trends be combatted?
                                                                                                                                                        • Choosing the right investments to maximise ROI and curb costs

                                                                                                                                                          Martin Ashfield, AXA
                                                                                                                                                          Martin Ashfield

                                                                                                                                                          Claims Technical Director
                                                                                                                                                          AXA Insurance

                                                                                                                                                          12:15
                                                                                                                                                          Panel discussion

                                                                                                                                                          Perfecting the claims supply chain

                                                                                                                                                          • Where do the biggest inefficiencies in the claims supply chain lie?
                                                                                                                                                          • What are the biggest obstacles to enhancing efficiency within the claims process?
                                                                                                                                                          • How can greater integration between various stakeholders be achieved?
                                                                                                                                                          • Will the role of claims handlers exist in 10 years’ time?
                                                                                                                                                          • How can an innovative culture be instilled into the claims process?
                                                                                                                                                          • When will self-service become a reality?

                                                                                                                                                          Reality check: how efficient can you really be when working with third parties?


                                                                                                                                                            Ben Horton, RSA
                                                                                                                                                            Ben Horton

                                                                                                                                                            EMEA Claims Director
                                                                                                                                                            Zurich

                                                                                                                                                            Martin Ashfield, AXA
                                                                                                                                                            Martin Ashfield

                                                                                                                                                            Claims Technical Director
                                                                                                                                                            AXA Insurance

                                                                                                                                                            Ian Currie, RSA
                                                                                                                                                            Ian Currie

                                                                                                                                                            UK Motor and Injury Claims Director
                                                                                                                                                            RSA

                                                                                                                                                            Session 8

                                                                                                                                                            Innovation Stage | Marketing Stage | Claims Stage

                                                                                                                                                            Innovation Stage | Lessons from other industries
                                                                                                                                                            Marketing Stage | Data-led marketing
                                                                                                                                                            Claims Stage | Claims and the customer experience: going above and beyond
                                                                                                                                                            14:15
                                                                                                                                                            Keynote | Banking

                                                                                                                                                            Tandem Money Limited

                                                                                                                                                            In this keynote address, Ricky Knox, will reveal to delegates the lessons learnt from Tandem Money Limited’s experience of disrupting the banking industry. Delegates will discover how Tandem Money Limited furthered innovation efforts whilst keeping the customer central to its efforts.


                                                                                                                                                              Ricky Knox, Tandem Money Limited
                                                                                                                                                              Ricky Knox

                                                                                                                                                              Founder
                                                                                                                                                              Tandem Money Limited

                                                                                                                                                              14:30

                                                                                                                                                              Questions


                                                                                                                                                                14:35
                                                                                                                                                                Keynote | Out of industry

                                                                                                                                                                Speaker to be confirmed


                                                                                                                                                                  14:50

                                                                                                                                                                  Questions


                                                                                                                                                                    14:15

                                                                                                                                                                    Marketing to the individual: data-led personalisation in practice

                                                                                                                                                                    • Using analytics and insight to drive effective segmentation
                                                                                                                                                                    • Understanding how data can build a real-time picture of your customer’s needs
                                                                                                                                                                    • Experience vs expense: striking a balance between deeper personalisation and efficiency

                                                                                                                                                                     


                                                                                                                                                                      Jakub Drobec, Generali
                                                                                                                                                                      Jakub Drobec

                                                                                                                                                                      Head of Group Brand, Marketing, Digital Marketing and Sales, Germany
                                                                                                                                                                      Generali

                                                                                                                                                                      14:30

                                                                                                                                                                      Marketing for new customer acquisition

                                                                                                                                                                      • Understanding the differences of today’s customer: how can they be reached effectively?
                                                                                                                                                                      • How can data be used to find new customers?
                                                                                                                                                                      • Getting them across the line: turning knowledge into profit with the right messaging

                                                                                                                                                                        chris kaye, sherpa
                                                                                                                                                                        Chris Kaye

                                                                                                                                                                        Chief Executive Officer and Founder
                                                                                                                                                                        Sherpa

                                                                                                                                                                        14:45

                                                                                                                                                                        Advisory


                                                                                                                                                                          14:15
                                                                                                                                                                          Case study | In My Bag

                                                                                                                                                                          Building trust through the claims process

                                                                                                                                                                          In My Bag launched in 2017 with the aim of turning the claims process into something that is genuinely helpful and efficient for the customer. In this case study, Iain Harper will explain the value In My Bag adds to customers through the claims process itself.


                                                                                                                                                                            Iain Harper, InMyBag
                                                                                                                                                                            Ian Harper

                                                                                                                                                                            Chief Executive Officer
                                                                                                                                                                            InMyBag

                                                                                                                                                                            14:30

                                                                                                                                                                            Ensuring a seamless claims experience

                                                                                                                                                                            • Is digitalisation the answer to improving the claims experience?
                                                                                                                                                                            • What is the right balance between tech and human interaction?
                                                                                                                                                                            • Utilising the claims experience to drive customer loyalty: a key opportunity to prove worth

                                                                                                                                                                            Speaker to be confirmed


                                                                                                                                                                              14:45

                                                                                                                                                                              Advisory


                                                                                                                                                                                Session 9

                                                                                                                                                                                Innovation Stage | Marketing Stage | Claims Stage

                                                                                                                                                                                Innovation Stage | Insurtech updates: 12 months on
                                                                                                                                                                                Marketing Stage | Data-led marketing continued
                                                                                                                                                                                Claims Stage | Claims and the customer: going above and beyond continued
                                                                                                                                                                                14:55
                                                                                                                                                                                now4cover

                                                                                                                                                                                now4cover aims to fix the common consumer gripes of complexity, lack of transparency, dual pricing and excessive fees in insurance products. Through combining a deep understanding of the market with data, technology and pricing, now4cover is set to deliver innovative digital insurance solutions.


                                                                                                                                                                                  Michael Muzio, now4cover
                                                                                                                                                                                  Michael Muzio

                                                                                                                                                                                  Chief Executive Officer and Co-founder
                                                                                                                                                                                  now4cover

                                                                                                                                                                                  15:05
                                                                                                                                                                                  Insure A Thing

                                                                                                                                                                                  Insure A Thing aims to turn the insurance model as we know it on its head by taking the gambling out of insurance. With a commitment to simplicity and upfront interaction, Insure A Thing is dedicated to overcoming the common woes of insurance customers and improving the overall customer experience, particularly at the point of claim.


                                                                                                                                                                                    Tobias Taupitz, Insure A Thing
                                                                                                                                                                                    Tobias Taupitz

                                                                                                                                                                                    Chief Executive Officer and Founder
                                                                                                                                                                                    Insure A Thing

                                                                                                                                                                                    15:15

                                                                                                                                                                                    Advisory


                                                                                                                                                                                      15:35
                                                                                                                                                                                      SPIXII

                                                                                                                                                                                      SPIXII is a chatbot that communicates via messages in an automated fashion with individuals. SPIXII is focused on insurance related topics and helps people at all stages of their experience with insurance products from purchasing stage to claims.


                                                                                                                                                                                        Renaud Million, SPIXII
                                                                                                                                                                                        Renaud Million

                                                                                                                                                                                        Chief Executive Officer and Co-founder
                                                                                                                                                                                        SPIXII

                                                                                                                                                                                        15:45

                                                                                                                                                                                        Questions


                                                                                                                                                                                          15:05
                                                                                                                                                                                          Panel discussion

                                                                                                                                                                                          Furthering marketing performance through enhanced data strategy

                                                                                                                                                                                          • From cross-selling to increased retention: what opportunities does enhanced data capture present to marketers?
                                                                                                                                                                                          • Turning raw data into useful insight: what processes must be in place to achieve this?
                                                                                                                                                                                          • Using data to define the relationship between the customer and the insurer: what does this mean in practice?
                                                                                                                                                                                          • Embracing brand metrics and analytics: how are the methods for measuring success changing?
                                                                                                                                                                                          • Reality check: when does data-led marketing go too far?

                                                                                                                                                                                          Further speakers to be confirmed


                                                                                                                                                                                            Jakub Drobec, Generali
                                                                                                                                                                                            Jakub Drobec

                                                                                                                                                                                            Head of Group Brand, Marketing, Digital Marketing and Sales, Germany
                                                                                                                                                                                            Generali

                                                                                                                                                                                            15:05
                                                                                                                                                                                            Panel discussion

                                                                                                                                                                                            Creating a customer-centric claims culture

                                                                                                                                                                                            • How can insurers keep pace with rapidly changing customer expectations?
                                                                                                                                                                                            • How can technology be capitalised on to enhance customer experience?
                                                                                                                                                                                            • What are the main consumer gripes within claims? What steps can be taken to overcome these?
                                                                                                                                                                                            • How can greater transparency be delivered?
                                                                                                                                                                                            • The importance of empathy: what more can be done in terms of personal interaction with the customer?
                                                                                                                                                                                            • Empowering employees: how can you encourage claims handlers to add value to the customers’ experience?
                                                                                                                                                                                            • Reality check: can the industry afford an all-singing-all-dancing claims experience? Should it be at the top of the priority list?

                                                                                                                                                                                            Speakers to be confirmed


                                                                                                                                                                                              Iain Harper, InMyBag
                                                                                                                                                                                              Ian Harper

                                                                                                                                                                                              Chief Executive Officer
                                                                                                                                                                                              InMyBag

                                                                                                                                                                                              15:45

                                                                                                                                                                                              Refreshments

                                                                                                                                                                                              Session 10

                                                                                                                                                                                              Innovation Stage | Marketing Stage | Distribution Stage

                                                                                                                                                                                              Innovation Stage | Building a better industry: regulatory perspectives
                                                                                                                                                                                              Marketing Stage | Creating a seamless customer journey that works
                                                                                                                                                                                              Distribution Stage | Dealing with an increasingly competitive distribution landscape
                                                                                                                                                                                              16:15

                                                                                                                                                                                              Advisory


                                                                                                                                                                                                16:35
                                                                                                                                                                                                Panel Discussion

                                                                                                                                                                                                Encouraging and facilitating an innovative insurance industry

                                                                                                                                                                                                • How can regulators encourage innovation and new ideas in the insurance industry?
                                                                                                                                                                                                • What must the industry do to enhance collaboration?
                                                                                                                                                                                                • How can best practice be encouraged across the value chain?
                                                                                                                                                                                                • Are regulatory sandboxes the way forward? What challenges and opportunities do they present?
                                                                                                                                                                                                • What lessons can be learnt from the explosion of FinTech in the banking industry?
                                                                                                                                                                                                • Where should priorities for insurers lie in 2018?

                                                                                                                                                                                                 


                                                                                                                                                                                                  Jan Parner, Financial Supervisory Authority, Denmark
                                                                                                                                                                                                  Jan Parner

                                                                                                                                                                                                  Deputy Director Genera
                                                                                                                                                                                                  Financial Supervisory Authority, Denmark

                                                                                                                                                                                                  Dan Trueman

                                                                                                                                                                                                  Chief Innovation Officer and Head of Cyber
                                                                                                                                                                                                  Novae Group

                                                                                                                                                                                                  Bob Ferguson, FCA
                                                                                                                                                                                                  Bob Ferguson

                                                                                                                                                                                                  Head of Department, FCA Innovation Hub
                                                                                                                                                                                                  Financial Conduct Authority

                                                                                                                                                                                                  17:10

                                                                                                                                                                                                  Chair’s closing remarks and end of conference


                                                                                                                                                                                                    16:15

                                                                                                                                                                                                    What works for different demographics?

                                                                                                                                                                                                    • It’s all about digital: is mobile the answer for everyone?
                                                                                                                                                                                                    • Millennials versus the retired: how can you create the perfect journey for all customer segments?
                                                                                                                                                                                                    • What can be learnt from other industries?

                                                                                                                                                                                                    Speaker to be confirmed


                                                                                                                                                                                                      16:30

                                                                                                                                                                                                      Advisory


                                                                                                                                                                                                        16:50

                                                                                                                                                                                                        From social media to augmented reality: distinguishing between fads and game changers

                                                                                                                                                                                                        • What new tech is available to marketers to interact with customers?
                                                                                                                                                                                                        • What has the potential to transform interactions? What doesn’t?
                                                                                                                                                                                                        • Reality check: what do customers value when it comes to interaction with their insurer?

                                                                                                                                                                                                        Speaker to be confirmed


                                                                                                                                                                                                          17:05

                                                                                                                                                                                                          Questions


                                                                                                                                                                                                            17:10

                                                                                                                                                                                                            Chair’s closing remarks and end of conference


                                                                                                                                                                                                              16:15

                                                                                                                                                                                                              Value-added distribution: a tale of things to come

                                                                                                                                                                                                              • More than digital distribution: where can real value be added in the distribution process?
                                                                                                                                                                                                              • Is the explosion of new digital intermediaries a threat for incumbents?
                                                                                                                                                                                                              • Will value added ever be more important than price for the customer?

                                                                                                                                                                                                              Speaker to be confirmed


                                                                                                                                                                                                                16:30

                                                                                                                                                                                                                Advisory


                                                                                                                                                                                                                  16:50

                                                                                                                                                                                                                  Aggregators: the next phase

                                                                                                                                                                                                                  • A question of sustainability: will aggregation continue to drive down prices?
                                                                                                                                                                                                                  • Understanding how trends in customer buying behaviour affect the aggregator model
                                                                                                                                                                                                                  • Will aggregators need to expand their comparisons to more than just price?
                                                                                                                                                                                                                  • Is the dominance of aggregators set to wain and if so how quickly?
                                                                                                                                                                                                                  • How can insurers and aggregators work better together?

                                                                                                                                                                                                                    Rod Jones, Uswitch
                                                                                                                                                                                                                    Rod Jones

                                                                                                                                                                                                                    Commercial Insurance Manager
                                                                                                                                                                                                                    Uswitch

                                                                                                                                                                                                                    17:05

                                                                                                                                                                                                                    Questions


                                                                                                                                                                                                                      17:10

                                                                                                                                                                                                                      Chair’s closing remarks and end of conference


                                                                                                                                                                                                                        17:45

                                                                                                                                                                                                                        Chair’s closing remarks, end of conference

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