Insurance Innovators TV Webinars


Optimizing the claims process in a digital-first world




Digital-first engagement strategies across claims operations are becoming an imperative for insurance carriers who want to meet skyrocketing customer expectations and remain competitive. But how can investing in ‘digital’ help insurers build a truly seamless, intuitive and omnichannel claims experience while keeping customer centricity at the heart of operations and processes?


Benku Thomas, Chubb | Insuance Innovators

Benku Thomas

VP, Chief Architect Claims, Chubb

John Kelsh, Allstate

John Kelsh

Director of Claims, Allstate

Lance Ondrej, Germania Insurance | Insurance Innovators

Lance Ondrej

Executive Vice President & Chief Claims Officer, Germania Insurance

Ruth Fisk

Ruth Fisk

VP of Strategy, Insurance, Smart Communications

Tom King, Salesforce | Insurance Innovators

Tom King

Director - Insurance, Salesforce

This webinar delves into how our experts have overcome the practical challenges of delivering a digital-first experience, how they are best optimizing claims performance by balancing process automation with access to human help, and how you can best leverage technology to improve customer communications and enhance the claims customer journey.


  • Becoming a truly customer-centric organisation: how are insurers realigning digital engagement strategies in claims to achieve this?
  • How can investing in ‘digital’ help insurers build an intuitive claims process across multiple channels?
  • Overcoming the constraints of legacy systems and thinking: what are the practical challenges in delivering a digital-first claims customer experience?
  • From FNOL to settlement: where can technology best be leveraged to improve customer communications and enhance the claims customer journey?
  • How far should automation go? Is there a limit for straight through claims processing?
  • The value of ‘human in the loop’ design: adding empathy to elevate service and boost loyalty
  • From IoT, to sensors and drones: assessing the opportunities for remote assessment and how this will impact the customer-carrier relationship
  • Moving to a predict and prevent model: what will this look like, and what will it mean for the future of claims departments?

Sponsored by:

Smart Communications Logo

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digitalfocused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry. To learn more, visit

Salesforce Industries Logo, Insurance Innovators

Salesforce Industries, formerly Vlocity, is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health, and public sector organizations. Salesforce Industries possesses deep expertise in vertical industries, enabling organizations to digitally transform, simply and seamlessly. Leveraging industry-specific processes and data models across any channel, Salesforce Industries helps customers increase sales and digital adoption, improve service, marketing agility, and operational efficiencies. Visit the website

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