Amidst the challenges of inflation, supply chain disruptions, and rising customer expectations, navigating the claims landscape has become increasingly complex. Evolving and transforming the digital side of claims operations has emerged as a pivotal strategy for insurers seeking to differentiate themselves through superior customer experience.
This roundtable will unite experts in Claims, Innovation, Digital and CX to not only uncover the next-stage evolution opportunities but also to contextualize claims evolution within the broader organizational transformation journey.
What we will discuss:
- How claims evolution aligns with and contributes to broader organizational transformation
- How digital technologies can further revolutionize the claims process and elevate CX
- Strategies to deliver a seamless, streamlined, and transparent claims process that enhances both customer satisfaction and operational efficiency.
- Harnessing the power of data across the entire claim value chain for actionable insights and predictive capabilities
Welcome and participant introductions
Scene setter | The digitalisation of claims: how far have we really come and where do we go from here?
Discussion | Next-level claims transformation: unleashing the opportunities
- How are claims inflation and customer expectations shaping the transformation imperative?
- The supply chain problem: is it really behind us?
- Where has claims digitalisation worked, and not, for both claimants and insurers to date?
- Optimizing FNOL: how is automation changing the game and what more can be done?
- A real use of AI & ML: how could fraud detection and scoring elevate customer experience?
- Balancing seamless CX with air-tight counter-fraud: how can digital lead the way?
- Making moves towards a more personalised and transparent claims process: what are the keys to success?
- Staying ahead of the pack: what CX innovations are essential to market differentiation?
Closing remarks
(60 minutes)
Speaker:
Don Jones, SeniorVice President, Auto Claims, Allstate
Don Jones joined Allstate as Senior Vice President, Claims Design & Delivery, leading the Auto line of business on Jan. 9, 2023.
Don is fully responsible for the Auto line of business and lead multiple functions within Auto Liability Claims & Shared Services. He is charged with accelerating Allstate’s Transformative Growth strategy and targeted growth objectives while placing the customer at the center of everything we do.
Don joins Allstate from MassMutual, where as the Head of Claims he was responsible for leading the charge of becoming a digitally enabled organization with rich customer data, streamlined processes and automation to pay claims with speed, efficiency, accuracy, and transparency. Don’s work culminated in industry-leading customer satisfaction results. He has more than 30 years of experience in the insurance industry, from private claims consulting to almost 25 years with Nationwide, including holding several senior leadership roles during his tenure with the firm.
Don received his Bachelor of Science in criminal justice from Kutztown University in Pennsylvania and a Master of Science in negotiations and conflict management from the University of Baltimore. He is a member of the National African American Insurance Association and a strong advocate of leveraging diversity, equity, and inclusion as a key strategic imperative to move businesses and society forward in a meaningful way. Don is a board member of NICB, California Insurance Guaranty Association and Allstate India.
Request an invitation
This roundtable is designed for senior figures working across insurance.
Fill in this form if you meet the above criteria and would like to participate in the discussion on 22 April. All invitation requests will be vetted and approved (or declined) by the organiser.
About EIS
EIS is the technology innovator for insurance. Our digital insurance platform is built to move carriers closer to their customers. Cloud-enabled and mobile-ready, the unified platform of core, experience and insight solutions empowers insurers to digitize core insurance operations, create the essential data foundation and deliver easier-than-easy experiences that attract a new generation of customers. Headquartered in San Francisco, EIS works with leading carriers to shift how the world thinks about and experiences insurance. Our platform drives this change by enabling our customers to innovate fast, reinvent themselves and deliver modern experiences that touch the lives of millions of policyholders worldwide. For more information, visit EISGroup.com or follow us on Twitter @EISGroupLtd.
