17 - 18 May 2018 | Novotel Sydney Central, Sydney, Australia

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Case Studies

Transforming Products and Services for a Superior Customer Experience

Ahead of Claims Experience Management 2017 we chat with Keristi Price, Manager of Insurance Products at Sunsuper. Keristi shares with us how Sunsuper has transformed products and services to deliver a superior customer experience which has increased claims customer satisfaction scores by 35%

Employing Human-Centred Design to Deliver a More Personalised Claims Experience

Ahead of Claims Experience Management 2017 we chat to Kathryn Wood, Head of Short-tail Claims at QBE. Kathryn shares with us how QBE is employing human-centred design to re-engineer products and services in order to deliver a more personalised claims experience.

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Fast Track Your Attendance

Want to fast track your registration to Claims Experience Management 2017? It's easy - just download, fill out this form and send it to registration@iqpc.com.au

MainStream Media

Zurich creates new organizational role to improve customer claims experience

To reinforce its strategy for improving services through the delivery of enhanced customer experience, Zurich Financial Services Australia has announced the creation of the dedicated role of head of customer, claims.

Hilary Bates, Zurich general insurance chief claims officer, said in a statement that the development is the company’s direct response to brokers and customers as it strives to sustain service delivery standards.

New Year: New Claim Management System

According to a recent study carried out by Novarica, insurers aren’t providing IT departments with enough resources to respond to changing technology trends. Insurance technology is progressing faster than most insurers can keep up. New technological initiatives are continually introduced, and yes it can be hard to decipher what is worth investing in when the changes are coming hard and fast. But one thing is sure, if insurance carriers don’t keep up with changing technology, they will be left behind.

Metromile Debuts Automated Claims Service

SAN FRANCISCO, Today, Metromile, the pioneer in pay-per-mile car insurance, announced a new automated claims service. With the enhanced service, customers have the option to file the entire claim directly from their mobile phone or online dashboard. Some claims can even be resolved within an hour.


Increasing Engagement Through a Focus on Leadership and Culture

In this presentation from Claims Experience Management 2016, Damian Mullins, CEO at Right2Drive explores:

  • Moving to culture as a function of leadership and looking out for obstacles to culture change
  • Innovative collections, claims and assessing process
  • Constantly keeping staff ahead on case law, court rulings and policy
  • Empowerment in the form of responsibility, accountability and authority
  • Credit car hire and its disruption

What Does Digital Mean for Mortgage Lending Now and in the Future?

In this presentation from Claims Experience Management 2016, Lisa Claes, Executive Director of Customer Delivery at ING explores:

  • With the generations to follow becoming more techsavvy than ever before, is the true future of lending online?
  • Do we know our consumer needs well enough?
  • How are we currently servicing the digital dialogue?
  • Recognising the factors that directly affect home loan uptake and how they are developing
  • How to keep pace with the rate of innovation and change

Applying Behavioural Insights to Return to Work

In this presentation from Claims Experience Management 2016, Ravi Dutta, Advisor at the Behavioural Insights Team explores:

  • What are behavioural insights and how can they be applied to public policy
  • The experience of the Behavioural Insights Team in applying behavioural insights to get and retain people into work
  • The trial in NSW to increase the rate of return to work of injured workers