Conference Day Two : Wednesday, 17 May 2017

08:50 AM - 09:20 AM Coffee & Registration

09:20 AM - 10:00 AM Leveraging Digital Technology to Transform Your Claims Process and Boost CX

Keristi Price, Manager, Insurance Products, Sunsuper
Sunsuper has reinvented its TPD product to become more customer centric. Now customers no longer get paid a large lump sum, it is divided in six over fi ve year, with early intervention and rehabilitation having been rolled out across all claims. Sunsuper asked its customers what was most important – most citing job hunting/reskilling, and rehabilitation. Just 22% returned to work in 2 years.
  • The potential of eClaims: initiating and rolling out the transformation
  • Developing electronic refl ective questioning and embedding the feedback in internal systems
  • Rolling out an early intervention program: bringing forward to claim notifi cation time
  • Knowing your customer: what is most important for them?
  • Adjusting your operations and strategy to suit customer needs

Keristi Price

Manager, Insurance Products

10:00 AM - 10:40 AM Adopting an Holistic Approach to CX

Kelly Smith, General Manager, HESTA
As part of its claims transformation and focus on improving customer experience, HESTA has placed an important focus on vendor management. HESTA believes if you work in partnership with vendors, the overall customer experience will be much more satisfactory.
  • Efficient outsourcing: developing strategic and collaborative relationships with vendors
  • Reassessing and reengineering process to ensure a holistic approach to CX is adopted and embedded
  • Developing and leveraging an issues register to identify and resolve systemic discrepancies and inefficiencies
  • Customer complaints: analysing trends and common complaints to improve CX
  • Leveraging digital technology to transform internal process and external CX

Kelly Smith

General Manager

10:40 AM - 11:10 AM Morning Tea

11:10 AM - 11:50 AM Improving Customer Satisfaction Through Lean Service Systems

Michael Cochrane, Manager - Business Transformation & Process, GMHBA
GMHBA is reducing avoidable contacts and nonvalue add work in its health insurance service centres by 60% through applying a systems thinking approach to claims processes. By aligning customer CTQ’s to claims assessor KPI’s to business strategy guidelines, a one touch, rejection free, processing environment is on the horizon through:
  • Building an Organisational Robustness Analysis: A tool that enables organisations to assess the interrelationships and gaps across all processes, job descriptions, targets, risks, regulatory standards etc. to enable true vertical alignment to job purpose
  • Tidying up data and information organisationwide: aligning process and identifying discrepancies
  • Predicting and removing preventable rework and non value add tasks

Michael Cochrane

Manager - Business Transformation & Process

11:50 AM - 12:30 PM Leveraging Technology to Improve Claims Management and Personalise CX

Rob Frank, Principal Claims Advisor, Gen Re
How do you define high risk claims? Is it their potential duration, or their potential liability and impact on the bottom line? How do you identify which claims are potentially high risk? How do you then allocate these claims appropriately within the organization to facilitate best outcomes? Gen Re has built a triage tool and a claims model to overcome this challenge, which its clients are now using, which also focuses on a more personalized claims process to gather more direct and relevant information from claimants.
  • Using a triage and risk analysis tool to improve the efficiency of how you submit your claims
  • Looking at overall risk profile of claims rather than the dollar amount
  • Using a biopsychosocial model to identify barriers to a return to work and offering resolutions to these obstacles
  • Building rapport and trust with customers
  • Altering our medium of communication: Increasing the use of telephone and face to face interaction with claimants and reducing our reliance on paperwork
  • Individualising claims: moving away from generic forms and personalizing the information being collected
  • Investigations: Using the internet and social media, and working with specialist companies

Rob Frank

Principal Claims Advisor
Gen Re

12:30 PM - 1:30 PM Lunch

1:30 PM - 2:10 PM CUSTOMER INSIGHTS : Using the Wealth of Data and Analytics to Better Know, Understand, and Serve Customers

Paul Bennell, Claims Improvement Manager, AIA
When you put your customer at the core of your business, you collect a wealth of data, but how do you actually leverage that insight and feedback to inform product development, pricing, and strategic decision making? AIA is building a customer service framework around survey responses while reengineering its service to boost customer experience and satisfaction.
  • Focusing on innovation in customer improvement in the customer experience space
  • Best practice market research and customer insights: are you collecting the most useful and informative information?
  • Utilising survey results and reengineering process in response to improve CX
  • Making internal changes in order to provide service that goes beyond customer expectation

Paul Bennell

Claims Improvement Manager

2:10 PM - 2:50 PM Breaking Down Siloes to Become More Customer Centric

According to latest research, customer centricity is the most important factor in establishing a truly digital native culture, followed by becoming a data driven organisation, innovative, collaborative, and agile. Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and fi nally through the post-purchase process. It’s a strategy that’s based on putting your customer fi rst, and at the core of your business. Latest research shows customer-centric companies are 60% more profi table, but sharing customer information across departments remains a major challenge.
  • What does it really mean to be customer centric?
  • Breaking down functional siloes to improve collaboration, insights and consistency and deliver a faster service
  • Benchmarking and measuring your success
  • Sharing customer information across departments
  • The most effective method to becoming customer centric
  • Embedding a sustainable transformation

2:50 PM - 3:30 PM THINK TANK : The Big Talk on Talent: Attracting the Best Talent to Improve Customer Service Capabilities

The claims skill sets required, such as more analytical thinking and advanced tools, are becoming more complex. This talent shortage in claims — and the need for progression options and change management leadership — presents an opportunity for insurers to rethink future resource requirements to remain competitive. Empathetic interactions with the insurer’s staff are also an important factor as is the ability to engage with the insurer using the preferred channels.
  • Teaching the soft skills: leadership, empathy, rapport building etc
  • Attracting the right talent to ensure a seamless customer service
  • Keeping staff in loop regarding process changes internally
  • Building efficiencies of scale by sharing talent

3:30 PM - 3:35 PM Closing Remarks from Conference Chairperson

3:35 PM - 11:59 PM Afternoon Tea & Close of Conference