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Learn from:

Laurie Pierman - Headshot
Amerisure - Logo

Panelist: Laurie Pierman Vice President Claim Operations Amerisure

Andrew Grohman - Headshot
IBM - Logo

Panelist: Andrew Grohman VP and Customer Success Leader for US Insurance and Financial Services IBM


Don Jones - Headshot
MassMutual - Logo

Panelist: Don Jones Head of Claims US Insurance Operations MassMutual

Bryan Falchuk - Headshot
Insurance Evolution Partners - Logo

Moderator: Bryan Falchuk Managing Partner Insurance Evolution Partners


Every year, 30% of customers change their insurance provider, and over 70% said that the reason is customer experience, not price. Moreover, the cost of acquiring customers is 4X that of retaining existing ones, putting a clear focus on retention for insurers who care about their balance sheets. So what do customers want from claims?

The formula for a great customer experience is no secret: simplicity, convenience, and speed are at the top of every list. Yet for many insurers, adapting to this new normal requires significant, tech-driven change. But where do you start?

Join Reuters Events and our panel of industry leaders - Laurie Pierman, Vice President Claim Operations, Amerisure Don Jones, Head of Claims US Insurance Operations, MassMutual and Andrew Grohman, VP and Customer Success Leader for US Insurance and Financial Services, IBM as we explore the strategies and technologies that leading insurers are leveraging to transform claims, redefine the customer experience, and improve retention.


  • Digital claims first: Learn how to increase customer retention in an omnichannel world and become a market leader
  • Claims CX strategy: Align your claims tech transformation strategy with your customer experience objectives to soothe customer pain points
  • Bottom line benefits: Leverage digital capabilities to catch fraud faster and sooner, and dramatically reduce cycle times for major efficiency gains

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