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?

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?

Hear from the expert panel:

Benku Thomas, VP, Chief Architect Claims, Chubb

John Kelsh, Director of Claims, Allstate

Lance Ondrej, Executive Vice President & Chief Claims Officer, Germania Insurance

Ruth Fisk, VP of Strategy, Insurance, Smart Communications

Tom King, Director – Insurance, Salesforce

In partnership with:

Smart Communications logo
Salesforce logo
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