ICTC2019: Presentation Topics

P&C Insurance Trends And The Implications For Claims

Roman Ryzer

– Roman Ryzer, Executive Director, Insurance, KPMG

Evolving Platform based Business Models are setting new industry standards. Technology innovation is driving the introduction of new business models. The evolving on-demand economy is changing the nature of risk towards micro insurance models, in which a provider insures by the moment. Prevention over protection is quickly becoming the new norm.

In this presentation Roman will discuss main disruptive themes impacting insurance and the implications for claims.

Connecting To Improve Customer Claim Service

Rick Yates

Jonathan Spinner

– Jonathan Spinner, AVP - Claims Transformation & Strategy, Aviva Canada
– Rick Yates, VP - North American Insurance Programs, Accident Support Services International Ltd.

Aviva and Accident Support Services collaborated to deploy a first-in-Canada real-time integration for automated first notification of loss. Data gathered at the Collision Reporting Centre is automatically transmitted through APIs into Aviva's Guidewire ClaimCenter. A claim is set up, an adjuster assigned and an immediate confirmation of their Aviva claim number is sent via email and/or SMS to the customer.

Jonathan and Rick will discuss their joint project and place it in the context of each company's innovation activities.

Accident Support Services International placed as a finalist in last year's Insurance-Canada.ca Technology Awards (‘ICTA’) competition.

Streamlining Claims With AI-Powered Fraud Detection

Jeroen Morrenhof

– Jeroen Morrenhof, CEO, FRISS

Fraud accounts for over $34 Billion in claims each year. Simply relying on the gut of your claims adjusters and SIU team will catch some of it, but it's a time-consuming process that doesn't catch it all.

Jeroen Morrenhof, CEO of FRISS, will demonstrate how innovative software can instantly indicate risk and potential fraud, freeing up precious staff time and improving the customer experience. The FRISS platform integrates over 1,000 years of insurance business knowledge with today's most advanced self-learning models and AI technology to provide a seamless experience for employees and customers.

The goal? Making insurance more honest. Because why should legitimate customers have to bear the cost of fraudulent claims?

Cybercrime and The Eventual Cyber Claim

Neal Jardine

– Neal Jardine, Senior General Adjuster, Crawford & Company

Cyber risk is a growing and ever-changing peril. Until recently the majority of cyber-attacks went unreported. On November 1, 2018 mandatory reporting came into effect under PIPEDA. Companies are now required to notify individuals and the privacy commissioner when personal information is exposed.

To address this new risk, insurance companies are launching standalone policies and policy endorsements to cover cyber events for individuals and corporations. These insurance policies cover, in most cases, ransomware, cost of notifying individuals, crisis management, business interruption, and other aspects.

Applying A.I. To Improve Overall Policy Lifecycle Management

Dan Donovan

– Dan Donovan, Head of Customer Success, Shift Technology

The insurance industry hears a lot about the ways artificial intelligence can improve claims processing. But what if there were a way to add the scale, efficiency and cost effectiveness of AI to the entire policy lifecycle – from point of sale all the way through renewal? What kind of benefits could insurers and their customers receive if AI was providing valuable awareness and visibility into every customer touchpoint?

In this session, Dan Donovan, Shift Technology's Head of Customer Success will share his insights into where AI is already having a positive impact on effectively managing aspects of the policy lifecycle. He'll also address where AI can be applied – and how – to other pieces of the policy lifecycle puzzle to ultimately drive customer satisfaction, reduce risk and improve the bottom line.

Sensing The Driving Scene: Making Driving Safer

Julie Bernadou

– Julie Bernadou, Business Development Manager, Mobileye

For many years improvements in automobile design and features, for both new vehicles and for after market retrofitted devices, have contributed to safer automotive transportation.

The value proposition to people on the road, to those who respond to an incident, and to the insurance industry is based on a reduction in accidents and resulting claims. Learn from case studies showing the experience of fleets and the flow-through to insurance companies.

Mobileye presents how ADAS (Advanced Driver Assistance Systems) allow insurance companies to play a proactive role in increasing insureds safety and reducing losses. Also, the positive impact on Auto lines profitability.

Providing Insurance Options for Auto Drivers

Robin Joshua

– Robin Joshua, VP - Insurance Business Development, CAA Insurance Company

With the highly regarded CAA brand built on years of serving automobile drivers with a variety of products and services, CAA has continually focused on their audience's needs. CAA Insurance has followed the same mantra. Several years ago they began offering Connect, a telematics-based insurance product. Recently CAA responded to drivers who drive a limited distance each year, by announcing MyPace, which has an innovative billing component.

Robin will describe CAA Insurance's experiences in the auto insurance sector, sharing challenges, opportunities, innovations and solutions.

Young Drivers, Leaking Water & Fat Dogs

John Elliott

– John Elliott, SVP & CIO, RSA

The insurance environment is different elsewhere in the world – rules, regulations, markets, and products all vary along with the geography.

But ideas spring from those differences, as John will illustrate in this session, describing the commonalities and differences between two RSA telematics offerings, one in the UK and the other in Ireland.

Current Telematics Trends: An Expert Perspective

Eric Weisburg

– Eric Weisburg, Vice President - Research & Consulting, Novarica

It has been many years since Progressive Insurance first offered auto coverage linked to vehicle telematics. Fast forward to today, and there are changes in the air for insurance and telematics.

Eric will discuss some of the current trends unfolding in this space.

Preparing For The Road Ahead: Insurance In An Autonomous Vehicle World

Catherine Kargas

– Catherine Kargas, Vice President, MARCON

In the next ten years, mobility will change more than it has in the previous century. New business models supported by new technologies have already begun to change how Canadians travel. Vehicle automation is expected to revolutionize mobility and have important impacts on insurance. The federal and several provincial governments are undertaking activities related to AVs. If you want to better understand the technology, its implications on product design, on underwriting, on claims as well as what insurers need to do to prepare, don’t miss this presentation.

From UBI to Flying Cars: Mobility and Insurance

Catherine Kargas

– Catherine Kargas, Vice President, MARCON
– John Elliott, SVP & CIO, RSA
– Franck Bonny, Vice President, PMG Technologies
– Moderator: Patrick Vice, Partner, Insurance-Canada.ca

From UBI to vehicle automation and eventually flying cars, mobility is changing. According to most in the industry, mobility will experience more change in the next ten years than in the previous century. Is insurance keeping pace with the changes? Are insurance regulators, insurers and brokers prepared? How will the shift to shared mobility and vehicle automation impact the insurance industry? Who will be underwriting the risk? How will the claims process work? What role will brokers play?

Join mobility strategist Catherine Kargas, IBC's Mario Fiorino, RSA CIO John Elliott and PMG's Franck Bonny as they explore these questions and more.

Preparing To Be A Successful Broker Of The Future

Bo Brown

– Bo Brown, Executive VP - Sales Engineering, TechCanary

The insurance Industry is undergoing massive transformation. The likes of Amazon and Netflix have customers expecting more from their brokers. With all the transitions, are you willing to embrace the change and connect with your clients or will you resist it and risk becoming obsolete?

Bo will discuss embracing and resisting change during this critical time, and the strategies you can implement to become a successful broker of the future. He'll provide real world examples of how the insurance industry is adjusting to the disruption, embracing the changes and prioritizing for tomorrow.

Starting From Scratch: Customer First

Steve Livingstone

– Steve Livingstone, President & CEO, aha insurance

Just three short (long?) years ago, Steve started his journey to build a new brokerage from scratch. At that time the focus on customer centricity was becoming stronger, so the journey began by asking what it would take to have a really good modern customer experience in Canada. The result of this initiative is aha insurance.

aha is a fresh home and auto insurance offering that allows customers to quote and purchase their products in a single online transaction in less than 5 minutes; across any device, leveraging external data, a sophisticated and innovative UX, and a fully integrated omni-channel platform.

Hear about the experiences and the lessons learned, at aha insurance, as they developed their strategy, processes and supporting technologies, worked with their insurer partners and brought the concept to life.

Millennials and Technology: Re-shaping How We Deliver Broker Services

Sean Morrow

– Sean Morrow, Co-Founder & CEO, Virtual Insurance Office

The customer value proposition can be enhanced by addressing millennial features: their attitudes, shifts in culture – and expectations.

The model we're discovering and developing is technology centric, automated, has self-serve aspects – and incorporates the re-defined millennial contributions.

Sean will discuss the journey, how events and circumstance shaped the thinking, what has been done to get there.

Taking Broker-Insurer Connectivity to the Next Level

Colin Simpson

Kim Opheim

– Colin Simpson, CEO, IBAO
– Kim Opheim, President, K. Opheim Consulting Inc.

As the customer experience grows increasingly important, operating and service costs are under the microscope. Improvements in real-time connectivity between brokers and insurance company partners promise real dividends on both counts.

The connectivity between brokers and insurers – a many-to-many relationship – has long been problematic.

Two initiatives – the IBAO “hub” and the IBAC D/X – are mutually complementary.

Colin will provide a status on the IBAO coordinated initiative which is targeted at connectivity at the infrastucture "plumbing" level.

The IBAC Data Exchange Initiative – real-time processing of a First Notice of Loss between brokers and companies – is about transaction and data connectivity (on top of existing and future infrastructure).

Kim will describe the steps which have followed the proof of concept which successfully completed last summer: the current status and the roadmap to making make real-time digital FNOL part of a normal operating procedure.

An InsurTech Startup: The Digital MGA

Jeff McCann

– Jeff McCann, Co-Founder & CEO, Apollo Exchange

From a career as a broker, Jeff pivoted into the technology space. As an InsurTech, he followed the trail though ideation, incubation and emerging startup to his operational status today.

Jeff will relate his story. As a digital MGA, he practices the mantra of technology doing the transaction processing and people doing the value-add things, like relationships, around that.

As an insurance platform, his products can be sold from a broker's website, even white labelled as appropriate.

Managing For Change In A Transforming Business

Amanda Ketelaars

– Amanda Ketelaars, Operations Manager, Mitchell and Whale
– Sheldon Williams, Head of Sales, Dream Insurance

As changes in business gather speed, the ability to manage change in any part of the business grows in importance to become a key success factor.

One hailing from an incumbent brokerage and the other from a startup, our speakers will discuss the changes they have made or are making in response to the challenges they face.

Enabling Better Broker Connectivity

Tyler Lanoway

– Tyler Lanoway, Director - Strategic Initiatives, Wawanesa

Consumers are demanding it. Brokers need it to remain competitive, maybe get a competitive edge. Providing good customer service, as quickly and as efficiently as possible is essential. Connecting brokers to requisite information is the objective.

In this session Tyler will discuss Wawanesa's strategy, and their plan and progress to meeting this target.

Completing The Circle: Policy Life-Cycle Customer Service

Braden Bosch

– Braden Bosch, Founder & President, Nuera Insurance Inc.
– Cari Donaldson, VP, Customer Experience & Distribution, SGI CANADA
– Moderator: David Gambrill, Editor-in-Chief, Canadian Underwriter

Nuera has developed an industry-leading, consumer-facing digital solution providing quote and purchase new business and service transactions throughout the full lifecycle of the policy. All by the customer through the broker to the insurer – in real-time – using APIs provided by SGI Canada.

Hear the story: customer-centric design, trusted third-party data, all supported by real brokers through chat or phone.

Equipping Brokers With Products For Various Need-States

Sachin Rustagi

– Sachin Rustagi, Director - Digital Innovation, Gore Mutual
– Thomas Accardo, CEO, BrokerLift

We live in an on-demand world where customers expect to get “what they want, when they want it” – their terms, not ours!

Gore Mutual's Digital Lab is successfully partnering with innovative brokers and InsurTechs such as BrokerLift to bring new products and new distribution methods to the industry.

Sachin and Thomas will share examples of how Brokers can think and act like retailers and help their customers get the coverage they need, how and when they need it!

The Shape Of Insurance In Ten Years

Mark Breading

– Mark Breading, Partner, Strategy Meets Action

No one can predict what the insurance industry will look like 10 years from now. However, virtually everyone agrees that it will be different – perhaps substantially different.

This session will outline different possible futures for the industry. The audience will be asked to vote on which scenario they believe is most likely.

Stuck With Legacy? A Case Study In Transforming Your Business Systems

Ahsan Siddiqi

– Ahsan Siddiqi, Director - IT, Data Strategy & Architecture, X by 2

The majority of insurance companies around the world have modernized their core insurance systems. But many Canadian insurance carriers are still shackled by legacy systems that prevent them from providing a modern experience to their customers.

In this case study, Ahsan will discuss one company's journey as it worked to transform the customer experience.

Getting A.I. Right The First Time

Stephen Piron

– Stephen Piron, Co-Founder and Co-CEO, Dessa

It's 2019 and your organization more than likely has an AI strategy – perhaps even a project or two that have produced significant results for your business. The next big challenge organizations will face is learning how to scale these early-phase results into impact that's truly transformative.

How can enterprises ensure success? With a focus on balancing rapid results with long-term value, this talk will help you and your team ensure the actions you take now with AI lead to solutions that are built to last.

AI Innovation Case Study: Symbility and Dessa

Paul Crowe

– Paul Crowe, CEO, Symbility Intersect; CMO, Symbility Solutions
– Stephen Piron, Co-Founder and Co-CEO, Dessa

In 2017, InsurTech leader Symbility set out to evaluate how to incorporate emerging technologies into the insurance industry. In particular, Artificial Intelligence stood out for its enormous potential. In this fire side session, Paul Crowe from Symbility and Stephen Piron from Dessa discuss the collaborative approach Symbility took to customize AI to their business objectives, impacts it has had in their business and where they see other opportunities in the industry.

The New Insurance Order Value Chain

Eric Weisburg

– Eric Weisburg, Vice President - Research & Consulting, Novarica

Changes in the digital and data environment are upending traditional value chains and workflows in the insurance industry. All stakeholders in the sector need to re-consider their core values and differentiated capabilities in this new world.

This session presents recent Novarica research on the impact of emerging technologies, maturing technologies, and new entrants on the insurance sector.

Blockchain: What Is Its Real Insurance Potential?

James Colaço

– James Colaço, National Insurance Sector Leader, Deloitte Canada
– Louisa Bai, Blockchain Market Lead, Deloitte Canada

At a glance, Blockchain received a bit of a bad rap due to its association with Bitcoin. But when regarded as a technology with a number of unique features, its true potential surfaced. It offers value in almost every industry.

Louisa will review some of the blockchain fundamentals. With some insurance projects implemented and many more in various stages of evaluation or development, James will review the consortia approach, why it is necessary, and some of the realistic applications.

Realizing Blockchain's Insurance Potential: Panel

Louisa Bai

– Louisa Bai, Blockchain Market Lead, Deloitte Canada
– Mike Fitzgerald, Senior Analyst - Insurance, Celent
– Lynne vonWistinghausen, SVP, Head of Operations & Technology, Marsh
– Neil Mitchell, Co-Founder & President, Player's Health Cover

New technologies are often imbued with unrealistic expectations in early days, but for those that catch on, the longer term impact often surpassed that which was initially anticipated.

Now that blockchain is better understood and appreciated, this discussion will consider:

• Might the technology have been over-hyped?
• Where and how might Blockchain have an impact on the coverage side of the business?
• Could it be different on the claims side?
• CSF's for benefits to be realized?

Insurance Potential of Tech Reveals at CES 2019

Andrew Lo

– Andrew Lo, InsurTech Innovator

CES is a great annual coming-out party for new technologies, and for applications of newer and existing technologies.

Andrew, a longtime “new tech” enthusiast, will highlight his most interesting picks, and feature those with intriguing insurance potential.

Best Practices for Digital Transformation

Parna Sabet-Stephenson

– Ian Lee, National Digital Transformation Leader, Deloitte Digital
– Tyler Lanoway, Director - Strategic Initiatives, Wawanesa
– Moderator: Parna Sabet-Stephenson, Partner, Gowling WLG

Although the insurance industry has been slow to adopt digital technology, we all agree that the future of insurance will be digital.

Our panel of experts will discuss some practical lessons learned in planning and delivering successful digital transformations.

Voice: Could It Become The Channel Of Choice?

Joseph D'Souza

– Joseph D'Souza, Founder & CEO, ProNavigator

Although voice has been a growing channel for some services for some time – think Siri – the arrival of Alexa and Google Home dramatically changed the potential for voice as a primary medium for a person-computer dialogue.

Joseph will review the current state of voice in the broader context, and then narrow the focus to insurance through use cases and experiences to date. Finally, take a look at what may lie ahead.

The Medium and the Message: Voice and Insurance

David Arbuthnot

– David Arbuthnot, Director, Innovation Outpost, Wawanesa Insurance
– Mark Breading, Partner, Strategy Meets Action
– Jay Sarzen, Senior Analyst - P&C Insurance, Aite Group
– Joseph D'Souza, Founder & CEO, ProNavigator
– Moderator: Doug Grant, Partner, Insurance-Canada.ca

Google Assistant is installed on more than one billion devices – Siri on another billion. Amazon has sold more than 100 million Alexa devices. Google Duplex is booking hair and restaurant reservations for users with a voice nearly indistinguishable from that of a living person.

Consumer expectations are clearly being raised again.

Wawanesa's Innovation group has identified Voice as one of their top areas of interest. How might Voice impact insurance? How do you get started in this area, and why is starting now important? Learn what the Innovation Outpost discovered in their research.

The Marketing Automation Platform: The Swiss Army Knife for Your Digital Strategy

Michael Turcsanyi

– Michael Turcsanyi, CEO, Goose Digital
– Bill Pierznik, COO, Act-On Software

In 2019 Marketing Automation platforms are the go-to technology for the modern insurance marketer. This innovative presentation will outline why Marketing Automation is the keystone to building a holistic digital strategy and how it can unlock growth across new business and your current customers. Learn how to build a Digital Strategy using Marketing Automation, avoiding death by marketing tools and frustrating digital projects.

You will see real-world examples of how Insurers and Brokers alike are using cutting edge marketing technology for improved lead generation, more relevant customer and partner marketing, and strategic performance reporting. Finally, all session attendees will receive a complimentary Marketing Automation Cheat Sheet outlining a dozen tips you can immediately apply to your business.

Insurance Product Development: Managing Obsolescence

Mike Fitzgerald

– Mike Fitzgerald, Senior Analyst - Insurance, Celent

Our insurance products were built in a world that, increasingly, no longer exists. For example, at one time, an insurer did not know how many miles an insured drove her car; now automobiles are wifi hotspots!

How will product catch up with the new world?

This session explores the challenge, uses interactive polling to collect your opinion on what needs to happen, and provides the lessons learned from industry participants which are responding.

The Three Biggest Innovation Challenges For Insurance

Simon Chan

– Simon Chan, Head of Corporate Innovation Thought Leadership, Communitech
– David Arbuthnot, Director, Innovation Outpost, Wawanesa Insurance
– John-John Laxa, Risk Strategist, Client Risk Solutions, AIG Insurance Company of Canada
– Moderator: Patrick Vice, Partner, Insurance-Canada.ca

Five short years ago, the concept of organized innovation centres, accelerators, hackathons – indeed, anything to do with InsurTech – was seldom more than a gleam in someone's eye. Only “wild duck” leaders were doing more than funding an “agile” innovation group somewhere in an IT back room.

Fast forward to today, and innovation is being woven into the very fabric of insurance organizations. This session will look at the challenges, success factors, and where might this go next. Disruption?

The Collaborative Future Of InsurTech

Philippe Lafreniere

– Philippe Lafreniere, Chief Growth Officer, Slice
– Peter Primdahl, VP - Emerging Business Models, The Co-operators

Insurance is changing at a quick pace. We are more connected, we have grown accustomed to an on-demand lifestyle, and our lives are analyzed by big data and machine learning; as a result, we need curated insurance offerings.

As insurance is disrupted, the opportunities that arise far outweigh the threats, providing for radical innovation in collaboration.

Now developing their second and third on-demand products, The Co-operators and Slice Labs will walk you through their journey of collaboration, product innovation, speed to market, and what on-demand truly means.

CX & Customer Communications: The State Of Insurance

Jay Sarzen

– Jay Sarzen, Senior Analyst - P&C Insurance, Aite Group

Technology innovations have enabled a cross-industry digital transformation, triggering a more significant focus on customer experience and communications.

Insurance consumers readily compare their experience in other industries against their experience with insurance. Given that insurance is not a “hard product” but a “promise,” the issue is magnified.

Explore:

• the relevance to insurance;
• how insurance stands today;
• where it could go tomorrow;
• examples of leading practices;
• what are vendors working on today with leading insurers.

Competing On Customer Experience With Artificial Intelligence

Brian Alfond

– Brian Alfond, Solutions Architect, Global Customer Intelligence Practice, SAS

In an insurance market where it is hard to compete on pricing alone, your customers' experience with your brand is becoming your most effective differentiator. But in an increasingly digital landscape, how do you provide a truly personalized customer experience – one that keeps that customer coming back again and again – and what part does Artificial Intelligence play in your strategy?

In this presentation, we discuss what today's insurance marketers and service professionals need to do, along with some of the technologies that can help, to successfully compete in the arena of customer experience.

The Path to 2020: Digital Marketing in the Insurance Industry

Naheed Somji

– Naheed Somji, Senior Social Media Specialist, Economical Insurance

Customer expectations are changing and the digital landscape for insurance brokers is quickly shifting. Naheed Somji, social media marketer, shares unique insights into the future of digital marketing for 2019 and beyond.

Using data from Economical's recent Pulse Check survey, Naheed offers brokers and insurance professionals concrete tips to get ahead of the curve.

Customer Experience Matters: Formulating and Honing Your CX Strategy

Anita Sedgwick

– Anita Sedgwick, Innovation and Transformation Strategist, Co.Point Labs

Who is your core customer? How can you align their true needs and expectations relative to the priorities of your business? How can you ensure you don't lose sight of the big picture?

The landscape is changing. Customers in personal and commercial lines have expectations. Trying to understand how to prioritize them and use them as your North Star isn't always easy.

This presentation will help you understand how to use customer journeys to guide your digital insurance strategy and accelerate the transformation of your relevance and value to the customer.

Data: Mining the Real Value & Avoiding The Bite Of The Gold Bug

Greg Purdy

– Greg Purdy, Director, Opta Information Intelligence
– Maureen Tomlinson, Senior Vice President, Professional Services, Opta Information Intelligence
– Dario Battista, President & CEO, isure

Data is at the heart of everything we do from product development through claim settlement, from marketing to transaction processing.

In this lively discussion, explore pitfalls and opportunities throughout the insurance business.

A Marketing Conundrum: How Will I Spend It?

Jenny Bersinic

– Jenny Bersinic, Director - Performance Marketing & Planning, Sonnet
– Khari Gaynor, Vice-President - Digital Marketing, aha insurance
– Michael Turcsanyi, CEO, Goose Digital
– Moderator: Ian Portsmouth, Management and Media Consultant

Following a brief description of a “favourite” marketing tactic, campaign, or program – one with a technology component – the panelists will discuss what they would do with a sudden and unexpected gift of more financial resources.

Compare their thinking against what you might do in your own situation.

What Technology Will have the Biggest Impact on Insurance? And On You?

Mark Breading

– Mark Breading, Partner, Strategy Meets Action
– Jay Sarzen, Senior Analyst - P&C Insurance, Aite Group
– Andrew Lo, InsurTech Innovator
– Moderator: Doug Grant, Partner, Insurance-Canada.ca

Technology itself is rapidly changing, with new products arriving in an increasing array of specialized arenas, and old products either evolving with the times or becoming obsolete.

Insurance has jumped on board, leveraging technology to produce innovations in efficiency, underwriting precision, claims service, marketing, new insurance products, new markets for insurance, and more.

How is technology changing? How is it changing insurance? And, looking forward, how will it change in importance for your business?

In this interactive presentation, you will hear the assessments of our expert analysts to help you refine your planning for tomorrow.