Pursuing the Perfect Claims Experience
Unpacking the potential of technological change
Get fresh insights on leveraging AI, automation and data analytics to deliver superior experiences for customers and insurers alike and find out what really stands in the way of insurers reaching the holy grail Lemonade-model reality in claims.
Sign up to watch a panel of industry experts unpack all you need to know about perfecting the claims experience.
Grace Hanson, recently assumed the position of Chief Claims Officer for Hiscox Insurance Company. Prior to joining Hiscox Grace worked with two unicorn start-up companies, Homesite and Allied World Assurance, as well as founding a SaaS startup, Seagull Cognition Inc. which is building an AI and ML driven decision support system to assist with insurance contract review.
As SVP Chief Claims Officer of Homesite Insurance, she built a claims organization that absorbed 400% growth, and was at the forefront of using emerging technology with a team dedicated to implementing predictive analytics, machine learning, automated processes, and artificial intelligence. Prior to Homesite Grace was the SVP Global Chief Claims Officer at Allied World Assurance Company in Bermuda where she similarly built a claims organization which supported an organization that grew from zero premium to $2B. During her tenure, the claims operations enjoyed a digital claims system and processes, flow through automation, and early use of analytics. As a result of her work at the forefront of emerging technology integration in insurance, Grace was named a 2015 Digital Insurance Honoree.
Before entering the insurance space, Grace practiced law focusing on complex commercial litigation. She has a JD, cum laude, from Tulane University; an MBA from Northeastern University, and a CPCU designation. Grace is also Board Chairman of Build Change, a Skoll award winner which uses technology and strategic differentiation to drive sustainable change in emerging countries vulnerable to seismic and cyclonic risk, through improving housing resilience.
Will Paskins is the Head of Digital Customer Journey for UK Claims at Zurich. Will started at Zurich 5 years ago and spent time in Underwriting, Claims and Marketing before moving into their Major Loss Team, handling multi-million-pound property claims. Joining their Claims Transformation programme at the start of 2018, Will has led the introduction of customer journey improvements such as chatbots & online reporting portals and continues to look at new technologies to improve customer and employee experience.
Mike East became Claims Director at QBE in September 2016 and amember of the Executive Management Board for European Operations and now has responsibilityfor Property, Motor, Casualty, International, Reinsurance and FinancialSpeciality Markets claims. In 2019, Mike also assumed responsibility for theAsia claims operation under the International Division of QBE.
Mike joined QBE in April 2015 as Claims Technical Director, wherehe was responsible for Large Loss and Major Bodily Injury Claims across Retailand International Markets,. He was also responsible for technical claimsgovernance, counter-fraud activities and managing QBE’s outsourced claimsservices, including Third Party Administrators.
Mike, who has over 20 years’ experience in the insurance claimsenvironment, joined QBE from Canopius where he was Head of Claims between 2006and 2014. He was a member of the LMA Claims Committee for 7 years, where he wasChair for 3 years. He has had positions on the LMA Board as well as the ClaimsImplementation Board which was responsible for delivering the ClaimsTransformation Programme. More recently, Mike sits on the London Market ClaimsBoard looking at the future modernisation of the London Market and engagingwith the Future at Lloyd’s programme.
Steve joined MarkLogic in 2019 as Chief Strategy Officer where he leads the strategic development of solutions designed to help insurance organizations solve integration challenges, enabling agility, cost reduction and customer satisfaction. During his 15 years in the insurance industry, Steve has been central to the development of one of the largest multi-payer claims databases in Healthcare Insurance, as well as leading IT data modernization projects and a large-scale claims automation effort resulting in close to a 300% YOY profit improvement.
Prior to joining MarkLogic, Steve held Senior Leadership positions at Discovery Health Partners, Change Healthcare, and MultiPlan.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.