14th Annual Insurance-Canada.ca Technology Conference
ICTC2016: “Technology: A Two-Edged Sword”
Held Monday, Feb. 29, 2016 — Metro Toronto Convention Centre
ICTC2016 Presentation Topics
The 14th annual Insurance-Canada.ca P&C Technology Conference continues the tradition of content-rich, interactive sessions, presented by a faculty of senior practitioners, consultants, and suppliers.
The topics listed here generally illuminate the use of technology in the Canadian P&C insurance industry with best practices today and trends and directions towards tomorrow. The speakers, including insurance practitioners, analysts, consultants and technology providers, bring experience and thought leadership to their presentations.
The sessions below are a sample of the final agenda; more will be added here as they are finalized.
Confirmed Sessions
Welcome
- Patrick Vice, Partner, Insurance-Canada.ca
Keynote: “Digital Transformation – Becoming a Digital Insurer”
– Kimberly Harris-Ferrante, Vice President and Distinguished Analyst, Gartner
Keynote panel: “The Digital Transformation in Canada”
Moderator: Patrick Vice, Partner, Insurance-Canada.ca
– Kimberly Harris-Ferrante, Vice President and Distinguished Analyst, Gartner
– David A. Crozier, President & CEO, Everest Insurance Company of Canada
– Heather Masterson, COO, Travelers Canada
– Elan Satov, Vice President - Digital Transformation, Aviva Canada
– Matthew Yeshin, Managing Director, Marsh Canada Ltd.
“The ‘Digital’ Revolution Is Disrupting the Entire Operating Model and Changing the Way Insurance Companies Engage with Customers”
– Anton Tomic, Vice President - Global Industry Strategy and Transformation, SAP
“Mobility, Technology, Regulation, and Insurance: Squaring the Circle or Creating a New Dimension?”
Moderator: Catherine Kargas, Vice President, MARCON
– Ben Isotta-Riches, CIO, Aviva Canada
– Logan Purdy, Manager - Road Safety Policy Office, Ontario Ministry of Transportation
– Karim Hirji, SVP - International & Ventures, Intact Financial Corporation
– Alifya Curtin, General Counsel, car2go
“What's Next in Policy Administration Technology?”
– Mike Fitzgerald, Senior Analyst - Insurance, Celent
“Achieving the Ultimate 360° Insurance Experience”
– Mark Breading, Partner and Chief Research Officer, Strategy Meets Action
– Philippe Lafreniere, SVP, EIS Group
“Precision Insurance in the Age of the Customer”
– Jamie Bisker, Director - Insurance Industry Solutions, Salesforce
“Insurance Innovation: FinTech”
– Lian Zerafa, Partner, Financial Services, KPMG
“Data-Driven vs. Insight-Driven: What's the Difference?”
– Cindy Maike, GM - Insurance, Hortonworks
“Analytics Enabling Digital Customer Acquisition”
– Andrew Lo, Chief Marketing Officer & Chief Strategy Officer, Kanetix Ltd.
“Advanced Analytics and Business Transformation”
– Eugene Wen, MD, DrPH, Vice President and Chief Statistician, Workplace Safety and Insurance Board
Analytics Panel: “Managing the Modern Hydra”
Moderator: Chuck Ruzicka, Vice President - Research & Consulting, Novarica
– Andrew Lo, Chief Marketing Officer & Chief Strategy Officer, Kanetix Ltd.
– Cindy Maike, GM - Insurance, Hortonworks
– Eugene Wen, MD, DrPH, Vice President and Chief Statistician, Workplace Safety and Insurance Board
“Transforming Insurance Through the Power of Weather Data, Cognitive Computing, and the Internet of Things”
– Terry Hickey, Managing Partner, IBM Interactive Experience and Mobile Leader, Financial Services & Insurance
“E-Signature Security and Compliance FAQ”
– Fred Onorato, Regional Sales Manager, eSignLive
“How Can Insurers Do More With Telematics?”
– Glen Piller, Head of Canada, Hubio Inc.
– David Gallagher, SVP - Marketing, Hubio Inc.
“Making Telematics a Win-Win for Insurers and Policyholders”
– John Kramer, Director - Business Development, Octo Telematics North America
“Emerging Technologies: The Implications for Insurers in a Connected World”
– Mark Breading, Partner and Chief Research Officer, Strategy Meets Action
“American Family and the Internet of Things: Doing to Insurance what Starbucks Did to Coffee”
– Ryan Rist, Director of Innovation, American Family Insurance
“Cyber-Risk (and Reward?)”
Moderator: Bobbie Goldie, Lead - Major Accounts, Chubb Canada
– Patrick Bourk, Senior Vice President – Management Risk Practice, Integro Insurance Services
– Andrew C.M. Bourne, Partner, BDO Canada
– Michael Dombrowski, Managing Director, BDO Consulting
– Ruby Rai, Underwriting Specialist, Professional Liability, Financial Lines, AIG Canada
“Embracing As-a-Service in Insurance”
– Liza Smith, Senior Vice President - Sales & Marketing, OneShield
“Tackling Training For A New Core System”
– Daniel Carrier, Director - Applications Development & Integration, Promutuel Assurance
– Jérôme Isabelle, Vice President - New Markets & Strategic Alliances, V-NEO Inc.
Closing Remarks
- Doug Grant, Partner, Insurance-Canada.ca
| “Insurance-Canada.ca Technology Awards” – Recognizing the finalists & nominees; – Announcing the runners-up; – Celebrating the winner.A networking reception will following the awards ceremony. |
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Presentation Outlines
Keynote: “Digital Transformation – Becoming a Digital Insurer”
– Kimberly Harris-Ferrante, Vice President and Distinguished Analyst, Gartner
Becoming a digital insurer has been a top priority for leading insurers during the past 2 years. Many companies are still early in their transformation, lacking the needed technologies, processes and business models to succeed in increasingly competitive and digital market. This presentation will define the digital insurance model, outline best practices, and present research showing progress being made toward the goal of being fully digital.
Panel: “The Digital Transformation in Canada”
Moderator: Patrick Vice, Partner, Insurance-Canada.ca
– Kimberly Harris-Ferrante, Vice President and Distinguished Analyst, Gartner
– David A. Crozier, President & CEO, Everest Insurance Company of Canada
– Heather Masterson, COO, Travelers Canada
– Elan Satov, Vice President - Digital Transformation, Aviva Canada
– Matthew Yeshin, Managing Director, Marsh Canada Ltd.An expert panel of industry thought leaders will examine the results of a survey on digital insurance in Canada presented by Kimberly Harris-Ferrante.
“The ‘Digital’ Revolution Is Disrupting the Entire Operating Model and Changing the Way Insurance Companies Engage with Customers”
– Anton Tomic, Vice President - Global Industry Strategy and Transformation, SAP
Enabling insurance companies to redefine their industry
Please join us to find out how the digital revolution is transforming the insurance industry and why SAP believes digital is disrupting the industry like no other force before.
The digital economy is having a tremendous impact on the insurance industry, and the expected changes to products, channels, business operating models, ecosystems, and new competition will be disruptive. Join SAP as we present insurance industry business cases and compare successful digital transformation examples as well as examples of insurance companies that have embarked on their digital journeys.
SAP will present its view on the digital economy in the insurance sector and provide our perspective on where digital is going to take the industry with a couple of innovation examples SAP is currently working on in the areas of connected cars and connected health.
“Mobility, Technology, Regulation, and Insurance: Squaring the Circle or Creating a New Dimension?”
Moderator: Catherine Kargas, Vice President, MARCON
– Ben Isotta-Riches, CIO, Aviva Canada
– Logan Purdy, Manager - Road Safety Policy Office, Ontario Ministry of Transportation
– Karim Hirji, SVP - International & Ventures, Intact Financial Corporation
– Alifya Curtin, General Counsel, car2goDemographics, Urbanization, Congestion, Pollution, Safety. These are key trends that are changing personal and commercial mobility. Existing and emerging suppliers are responding with options that are enabled by technology and new business models.
Experts say that we are in transition from Car Ownership to Mobility Usership. "Mobility as a Service" (MaaS) is becoming a reality in several jurisdictions, with the active support of governments and regulators.
And Insurance organizations are being challenged to respond. While there are threats to the existing insurance model, there are opportunities as well. This session will bring key players together to review the current status and discuss options for users, suppliers, regulators, and insurers.
A conversation with Catherine Kargas, Vice President, MARCON, looking ahead to her presentation at ICTC2016.
“What's Next in Policy Administration Technology?”
– Mike Fitzgerald, Senior Analyst - Insurance, Celent
New technologies and capabilities have been introduced in the last few years – cloud, reflexive user interface, advanced configuration tools. There are also emerging technologies which are maturing at a very rapid rate. Machine intelligence, predictive modeling, and geolocation are a few which offer significant benefits.
This presentation focuses on Celent's view of the future and how policy systems must evolve to stay current and to lead the industry. It will deal with enhancements expected in the short-term (1-3 years) and medium-term (3-5 years). Those responsible for the strategy of policy delivery in an insurer, both business and technical, will gain insights on where this sector is headed.
The focus is on Policy, one of the components of core systems. However, a number of the enhancements will also apply to Billing and to Claims, and by extension to the emerging but increasingly important Customer component.
“Achieving the Ultimate 360° Insurance Experience”
– Mark Breading, Partner and Chief Research Officer, Strategy Meets Action
– Philippe Lafreniere, SVP, EIS GroupCustomer engagement in the digital era requires more than a static 360° view of the customer.
Customers want a dynamic, multichannel experience where the context of their needs and preferences is understood. And insurers want each interaction to be optimal:
- to trigger the next best action;
- identify cross-sell and up-sell; and
- deliver more value to the customer.
To achieve it insurers must:
- break down the core system silos of policy, billing and claims; and
- overcome the disconnect between sales/marketing and service operations.
Making this happen is a new level of technology integration that taps into the trove of customer information in core systems then combines it with sales, marketing and servicing insights, in real time, to create valuable customer experiences throughout the customer lifecycle. This session examines the challenges, strategies and the 7 technology essentials required to deliver the ultimate 360° experience.
Precision Insurance in the Age of the Customer”
– Jamie Bisker, Director - Insurance Industry Solutions, Salesforce
The insurance industry is working to deal with the challenges of diminished investment returns, aging distribution channel personnel, and the market pressures that real customer centric operations drive. Carriers, agencies, and brokers all need to make use of platforms that can deliver precision results in the face of industry disruption and greatly increased customer expectations. Learn more about Precision Insurance here.
“Insurance Innovation: FinTech”
– Lian Zerafa, Partner, Financial Services, KPMG
The insurance industry is at an inflexion point. Disruption is creating both significant opportunities and threats. As the world is changing at an exponential pace organizational agility and agile leadership are key.
While insurers are late to the FinTech world, they have the opportunity to step away from instinct to look at new angles: from "Measure twice and cut once" to "New attitudes for new latitudes."
The challenge is to look for opportunities when business is threatened rather than being defensive: "in tough times don't tighten up, loosen up."
“Data-Driven vs. Insight-Driven: What's the Difference?”
– Cindy Maike, GM - Insurance, Hortonworks
While many organizations have invested significant time and energy to become data driven, only a few have taken the next step to tap into the rich knowledge repository found in experienced workers. Pairing their insights with technology to harness complex data consistently can achieve higher levels of value with fewer false starts.
Join Cindy Maike from Hortonworks as she shares an approach and insurance value driver framework by starting with the business insights and outcomes.
“Analytics Enabling Digital Customer Acquisition”
– Andrew Lo, Chief Marketing Officer & Chief Strategy Officer, Kanetix Ltd.
Digital customer acquisition has never been more exciting. In the online world everything can be tracked and the data available to insurance marketers and product managers can help take the guesswork out of advertising and measuring the effectiveness of the consumer experience. In this discussion, find out how Kanetix uses data analytics to drive effective marketing and grow revenue.
- Learn how advanced digital marketing techniques, such as attribution, help drive positive ROI every time.
- Learn how to build and optimize a consumer experience funnel to continuously grow revenue.
- Understand how mobile and advances in cross-device tracking are changing the traditional purchase funnel.
Success lies in looking beyond what has traditionally been relied upon. Digital marketers today need to keep evolving their data analytics to understand the changing customer journey and optimize digital acquisition.
“Advanced Analytics and Business Transformation”
– Eugene Wen, MD, DrPH, Vice President and Chief Statistician, Workplace Safety and Insurance Board
Advanced analytics provide insights to insurance businesses, from predicting upcoming challenges to recommending optimized options. Many insurance companies are undergoing business transformation in order to manage emerging trends, develop new business models, and provide better services. Transformation creates unique needs for support from advanced analytics on both strategic and operational fronts. This presentation will focus on the following questions:
- What are the unique information needs during business transformation?
- How can advanced analytics provide answers to key questions of business transformation?
- What are the key success factors and potential pitfalls in supporting business transformation?
Successful business transformation is a result of well-aligned business collaboration across all units of a company. Eugene will share examples and lessons learned from business practices in the trenches.
Analytics Panel: “Managing the Modern Hydra”
Moderator: Chuck Ruzicka, Vice President - Research & Consulting, Novarica
– Andrew Lo, Chief Marketing Officer & Chief Strategy Officer, Kanetix Ltd.
– Cindy Maike, GM - Insurance, Hortonworks
– Eugene Wen, MD, DrPH, Vice President and Chief Statistician, Workplace Safety and Insurance BoardInsurance has always relied on sophisticated mathematics to analyze large volumes of data to determine rates for underwriting and accounting. Now, sophisticated analytics are being taken out of the back room and moved to front line activities including market segmentation, selection, pricing, service delivery, and claims management. As powerful as these can be, they put special requirements on senior managers to understand the capabilities and limitations of different approaches. This session will bring together 3 experts with different views and experiences to provide insight into successfully operationalizing powerful methods.
“Transforming Insurance Through the Power of Weather Data, Cognitive Computing, and the Internet of Things”
– Terry Hickey, Managing Partner, IBM Interactive Experience and Mobile Leader, Financial Services & Insurance
In today's digital world, data sources range from sensors in weather assets, vehicles and consumer electronics to commercial equipment. Weather has evolved from a three-minute segment on the evening news to an emerging information source enterprises can harness to improve business outcomes.
As availability and predictive capabilities of weather forecasting continue to grow, so do the opportunities for Insurance companies to apply weather data to drive business growth. Until now, most businesses have treated weather as an event outside their control, something inherently unpredictable to which they can only react. Leaders in the Insurance market take a different approach: they combine weather information, cognitive computing and Internet of Things technology to transform the way they do business by improving policyholder loyalty, risk assessment and management, emergency planning and response, claims management and customer engagement.
“E-Signature Security and Compliance FAQ”
– Fred Onorato, Regional Sales Manager, eSignLive
Electronic signatures are not new to insurance. Indeed many of Canada's leading insurance companies now offer customers the ability to purchase insurance completely online. Despite this trend, many still have questions, most often around security, signer authentication, and compliance. Join us for this session where will share and answer the most frequently asked questions on this topic.
“How Can Insurers Do More With Telematics?”
– Glen Piller, Head of Canada, Hubio Inc.
– David Gallagher, SVP - Marketing, Hubio Inc.More and more insurers are launching telematics programs but what is the success rate for these initiatives? Why are some insurers running full speed ahead, while others are cautious in accelerating their programs?
This session explores some of the trends and reasons for which usage based insurance is loved or feared. Are young driver and senior driver programs working as expected, addressing driver safety, vehicle health and other insurer value-add programs?
Love them or hate them, connected cars are here to stay and insurers need to be inside the solution circle not outside observers.
Attend this session to gain a deeper understanding of an area impacting auto insurers everywhere.
“Making Telematics a Win-Win for Insurers and Policyholders”
– John Kramer, Director - Business Development, Octo Telematics North America
Most Insurers think about telematics in terms of pricing and underwriting, but telematics can be so much more. Telematics can be used for products, services, and features that are both desirable to customers and profitable for insurers.
In this session, we explore other services and features that customers desire and impact profitability for insurers. Further, we will do a deep dive into the benefits of telematics for your claims department. You will learn:
- What Canadian customers want besides a discount for UBI;
- Product principles and how to design solutions that are valuable to both the consumer and insurer;
- How crash detection and the evaluation of crash data can reduce severity and frequency of claims;
- How predictive analytics can expedite the claims process and reduce fraud through assessment mechanisms; and most importantly,
- How automatic and immediate help can be on site when a crash occurs to assist your customers when they need it the most.
“Emerging Technologies: The Implications for Insurers in a Connected World”
– Mark Breading, Partner and Chief Research Officer, Strategy Meets Action
Wearables. The Internet of Things. Driverless Vehicles. Strong AI. Bitcoin. Gamification. These emerging technologies and others are advancing by leaps and bounds, presenting new possibilities for how businesses operate, how society functions, and how individuals go about their daily lives. It's fascinating and exciting to follow the developments – but what does it really mean for insurers in the next few years? Will specific technologies change the risk landscape? Require new insurance products? Provide opportunities for operational efficiencies? Generate new business models?
Is the industry impact out in the far future, or should insurers be investigating, strategizing, and taking actions related to these technologies today? Join Mark Breading from Strategy Meets Action as he shares SMA research on 12 emerging technologies, and insights from working with insurers on strategies.
“American Family and the Internet of Things: Doing to Insurance what Starbucks Did to Coffee”
– Ryan Rist, Director of Innovation, American Family Insurance
There are reasons why insurers should care about the Internet of Things – some obvious, some not. In this session, Ryan will present the case that focus on the Internet of Things has facilitated a journey which is less than obvious, but...
- leads to new solutions for real consumer problems,
- allows insurance professionals to effect a process which goes beyond risk identification and indemnification, and
- delights customers with bespoke products and services.
Ryan will draw on his experiences in developing the first implementation of intelligent home devices to facilitate new products and services. Success there led to partnering with major technology organizations in setting up insurance focused incubators and starting a venture capital fund to support development and implementation of innovative solutions.
Moderator: Bobbie Goldie, Lead - Major Accounts, Chubb Canada
– Patrick Bourk, Senior Vice President – Management Risk Practice, Integro Insurance Services
– Andrew C.M. Bourne, Partner, BDO Canada
– Michael Dombrowski, Managing Director, BDO Consulting
– Ruby Rai, Underwriting Specialist, Professional Liability, Financial Lines, AIG CanadaCyber is emerging as the classic two-edge sword for insurers. As businesses move to fully digital operations and processes, new risks are emerging to threaten the integrity of commerce. There is no alternative to a combination of continuous improvement in security functionality, and risk mitigation/risk financing provided by highly specialized firms. This session will provide updates on what you need to know to handle threats, while supporting clients looking for 3rd party risk management/insurance expertise.
“Embracing As-a-Service in Insurance”
– Liza Smith, Senior Vice President - Sales & Marketing, OneShield
Leveraging core systems in an “As-a-Service” model can seem daunting for insurers. Questions and skepticism over whether a traditional “As-a-Service” offering can meet the nuances of the insurance industry are often debated. Progressive insurers are finding that the advantages outweigh the uncertainty. Join this lively and timely discussion to learn how OneShield’s clients are gaining significant traction and addressing:
- How can insurers maintain control over their application while reaping the benefits of “As-a-Service”?
- Where should insurers begin when adopting “AAS” models?
- What is a good mix of “on premise” solutions vs cloud based offerings?
- And how does AAS impact your total cost of ownership?
“Tackling Training For A New Core System”
– Daniel Carrier, Director - Applications Development & Integration, Promutuel Assurance
– Jérôme Isabelle, Vice President - New Markets & Strategic Alliances, V-NEO Inc.As part of Promutuel Insurance's core system transformation and implementation of Guidewire PolicyCenter®, the company had to find a creative way to train underwriters, managers, and captive agents across a distributed organization in remote regions in a timely and cost-effective manner.
Promutuel and V-NEO created a new change management strategy and built an innovative e-learning platform, CAMPUS, to address the challenge of training its employees on PolicyCenter. The new 3-phased training approach, which consists of a gaming concept, e-learning modules, and online exercises, has enabled Promutuel Insurance to:
- Reduce staff training costs;
- Reduce the learning curve and establish training best practices for new employees; and
- Maximize the usage of an online training platform among all internal users.
Speaker Bios
Individual biographies of the speakers, moderators and hosts can be found on the ICTC2016 Faculty page.
