During this fireside chat, Manulife’s Mike Doughty and Pamela Wong will discuss how experience is everything – honing in on how customers’ expectations are constantly evolving, how our industry and Manulife are tackling these, and what future trends are on their radar.

• Health insurers can play a leadership role on the journey towards providing health equity by ensuring an equitable provision of high quality health care that is appropriately targeted to the populations we serve.
• Key strategies include active engagement and partnerships with organizations and communities to identify opportunities and solutions that can help eliminate disparities and build competencies.

• Cement diversity and inclusion at the centre of your business, enabling your organization to better meet the needs of your diverse customer base
• Reflect on progress and lessons learned from 2020, address strategy pitfalls now to ensure you are built for success in the future
• Ensure your diversity strategy goes beyond talent acquisition and build a toolkit for management to ensure an inclusive succession plan

A look at how the role of an insurance broker in Canada is shifting as a result of changing technology and consumer behaviour, and some of the things you should be thinking about as an insurance broker yourself or as an insurer or MGA working with insurance brokers in Canada.

• Why did Co-op think it was important to establish an innovation unit (a historical perspective)
• What have we done since launch
• Insights into obstacles and what we have learnt from do we go about it (we can include references to successes and failures/learnings)

• What is holding insurance back from capturing the competitive opportunity that Open Insurance offers?
• Successfully identify the investments and partnerships that are required
• How can insurers learn from banks to successfully launch open insurance strategies?

• Explore the complex & changing role of data and technologies across the value chain
• Understand how to overcome challenges this presents and how context supports intelligent decision automation not just process automation
• Uncover the strategies to maximize the data insight about customers (& third parties) to build a more intelligent enterprise

• Overview: Leveraging New Technical Affordances for Deriving Enterprise Value
• Considering: Ethical Innovation and Data Privacy
• Conclusion: Next Steps, Where Do We Go From Here

• Discover how to shift from goodwill undertaking to dynamic and data-based decision making with 100% risk visibility.
• See how remote video inspections, easy to adopt app-based assessments and one-click portfolio analytics is eliminating the information asymmetry that has plagued carriers, intermediaries and policyholders for decades.
• Explore how AI and machine learning can be utilised to upcycle claims data to continuously modify how risk assessments are performed, finding new patterns that the human eye simply cannot see

An in-depth case study focusing on innoavtive new products that have come out of Lloyd's Lab and what this means for the industry

• Meet the needs and expectations of your employees in a post-pandemic landscape
• Assess the digital tools and practices you need to provide a seamless hybrid experience
• How do we measure success in the new normal?

Claims organizations account for 60-70% of an insurance company’s costs, and as the most operationally intensive part of the business, how we manage our technology portfolios can have a significant effect on our company’s performance. Unfortunately, most Claims organizations struggle to consistently deliver effective technology solutions. While there’s no panacea, I share my thoughts on how we, at Aviva, have approached this challenge by focusing on people and operational excellence first and technology second.

• Put employees first – why strong leadership matters
• Turning on a dime – how we faced logistics and technological challenges
• Post-COVID claims work environment – challenge management paradigms
• Client experience of the future – capitalize on digital tools

• With so many demonstrating financial difficulties, explore how carriers can improve customer experience using digital channels such as mobile wallets
• Provide a personalized, efficient and speedy claim experience at every step, from FNOL to payment 

Sponsorship opportunity available - contact Rob McManus

• From chatbots to virtual claims processing, explore the different ways to use technology to improve customer experience and reduce costs
• Understand your claims cycle and the potential to optimize processes and discuss how will this impact your workforce

• Break down siloes to ensure game-changing transformation delivers the results required across the claims function
• Define the future of claims: Explore tech and people strategies that can reduce and prevent risk in the Connected world