09:10-09:40 | Serving the Insurance Customer in 2025: Are we going to sell insurance to millennials? | Keynote Speech
Millennials have been continuously shaping and changing entire industries for the past ten years. Understanding their preferences and attitudes is vital for the future of the insurance industry. In 2025 millennials will start having families and will be buying a wider range of insurance products. How can insurers best serve the needs of the first digitally raised generation? Drawing on data about millennials’ buying habits and behavioural economics this session will present research to help decision makers draw a picture of the future market in order to formulate the right strategy.
Ian Hughes, CEO, Consumer Intelligence
9:40-09:50 | The Insurance skillset in 2025 | Presentation
IDEX Consulting will present data from quantitative and qualitative research conducted with senior insurance decision makers about the future of the profession, the evolving skillset and the type of talent the sector will need to attract. Addressing the key challenges around talent management, this session will help you to define the right people strategy for the future of your organisation.
Matt Green, CEO IDEX Consulting
09:50-10:25 | Formulating insurance people’s strategy for 2025 | Panel Discussion
The discussion around the future of insurance often revolves around technology and how it can help insurers cut costs, optimise processes and enhance customers’ digital journey. However, designing a strategy for creating the workforce of the future is closely aligned to the topics of digitalisation and automation.
Drawing on the results presented by IDEX, the panel will explore how the sector can attract and retain the talent required and the issues senior decision makers need to consider when formulating the right people strategy for their business.
Huw Evans, Director General, ABI
Carol Geldard, Personal Lines Director, Covéa Insurance
Matt Green, CEO, IDEX Consulting
Keith Richards, Managing Director of Engagement, Chartered Insurance Institute
Sam White, CEO, Pukka Insure
10:25-11:00 | What is the future of the insurance distribution model: Disruptors and new ecosystems | Debate
Incumbents vs new ecosystems
Incumbents have the expertise and a huge amount of capital. However, the pace of technological change is immense and the possibility of new ecosystems emerging is highly likely. Reinsurers also have huge amounts of capital and expertise and have distribution capabilities. MGAs have the internal expertise and can distribute products via brokers. But which stakeholder will dominate distribution in 2025?
For new ecosystems:
Sam Evans, Founder, Eos Venture Partner
Richard James, Partner Engagement Manager, Munich Re Digital Partners
Lidia Bozhevolnaya, Head of Strategy and Corporate Development, Hiscox
Emma Karhan, Head of Terrorism Specialty & Reinsurer Relationships, AON
11:30-12:00 | Review of the Insurtech Gold Rush | Debate
Motion: Insurtechs are not integrating into insurance
Insurtechs haven’t fundamentally disrupted the insurance industry as suggested a few years back. In fact, the industry is not that different from how it was six years ago in 2013, so is unlikely to change dramatically by 2025.
On the other hand, we see more and more partnerships between Insurtechs and incumbents driving value in the industry. While insurers have the expertise, start-ups have the technological advantage in their offering. These partnerships have proven to be examples of successful integration and are driving innovation in the industry.
For the motion:
Elaine Mason, Founder, BelMead Tech Solutions
Chris Sandilands, Partner, Oxbow Partners
Against the motion:
Michael Brockman, CEO, ThingCo
Peter Goodman, CEO, Homelyfe
12:00-13:00 | Tech Roundtables! | Huddles and Polls!
Telematics has enabled insurers to reduce premiums for young drivers and price more accurately. But the next generation of ADAS-based telematics devices are said to be even more revolutionary with capabilities of fraud prevention, improving claims journeys and enhanced behavioural monitoring. How has telematics transformed the motor insurance industry and how can it further improve processes?
In 2025, insurance customers and workforce will predominantly be millennials. They will require an instant, personalised and paperless service. Chatbots appear to be delivering these requirements as they offer both speed and personalisation. Furthermore, chatbots can enable insurers to reduce customer service costs and optimise processes. But when will the industry fully explore their capabilities and integrate them into process?
Legacy systems are often said to be the main barrier to digitalisation and change in the insurance industry. The cost of replacing them is huge but legacy technologies prevent automation of certain functions, and integration with newer software may also be difficult as the new software may require completely different technology. Does the answer lie in a gradual modernisation of legacy system to avoid instant disruption of processes?
We can't imagine a life without our mobile phones as most of our daily tasks would be impossible to do. According to experts, in another ten to fifteen years, a home without connected devices will also be impossible to imagine. These technologies offer an immense opportunity for insurers to better manage risk and cut claims and premiums as a result. Furthermore, the relationship between the insurer and the customer can be fundamentally changed due to the more frequent interaction required. As a result, customer engagement can drastically increase. However, as these devices become more and more widespread, how will the role of insurance change? Will insurance move from risk protection to risk prevention?
Insurance is a data-driven industry based on accurate predictions. As the data collected through smart devices increases in the next five years, making sense of these huge amounts of data to create a better, personalised pricing and service will be vital for the industry. Have data capabilities been fully explored, and what more can the industry do to make better use of the growing amount of data?
Maintaining core legacy systems is costly for insurers and brokers. Moving to the cloud offers immense opportunities for improved data management and analytics as well as product development and customer experience. While some applications are easy to transfer to the cloud, others may incur further costs and cause complications. However, with the data generated by telematics and IoT devices set to hit thousands of zettabytes and the further advancement of big data and meta data in the next decade, it will be critical for insurers to have the appropriate infrastructure in place to hold and analyse it all.
Cyber risk has been quoted as one of the top threats for organisations in the next decade. In 2018 alone, there were 65,000 attempted cyber attacks on the UK SME market. Despite these numbers, a lot of organisations still don't have a cyber security strategy in place. Insurance companies carry huge amounts of personal data of their customers and as such are prime targets for hackers and other cyber criminals. It is essential to have a cyber strategy in place in order to adequately manage the risk. What changes internally in terms of culture are necessary to manage the cyber risk?
Google Home, Amazon Alexa and other voice assistants are often what we think of the future. There has been a period of quick adoption in the past 24 months with millennials much more likely to buy a voice assistant than previous generations. For insurers, this technology could be a driver for greater customer centricity. Voice technology could also be used in insurer call centres of to help cut costs and optimise processes. But how far along are we in exploring this technology?
Effective claims management is vital for the relationship between the insurer and the customer as this is the only time the customer contacts the insurance company. That is why customer satisfaction and speed are vital. Successful claims automation can help cut operational costs, make faster decisions and improve the customer journey. What are the lessons learnt so far and what are the limitations?
Fraud costs the insurance industry over a billion pounds every year which only increases the costs of premiums for legitimate customers. Detections and investigations have historically been costly for the industry as fraudsters continuously improve their schemes. However, with current data and software capabilities, a fraudulent claim can be detected instantly. However, a lot of organisations have a long way to go to fully discover the capabilities of machine learning in fraud.
14:00-14:30 | From bricks to clicks: The road to successful digital transformation (Case study from the banking/retail industry) | Afternoon Keynote
Insurance hasn’t substantially changed for the last two-hundred years and is lagging behind other financial services companies in terms of capabilities. However, the banking industry has been rapidly embracing new technology. What are the lessons learnt from their digital journey and what can insurance learn from it?
A representative from Barclays
14:30-14:50 | Case study
14:50-15:10 | Case study
15:10-15:30 | Applied Systems Tech Presentation
15:30-16:00 | Crawford and Co. Presentation
Insurtech Product Stream
Meet all the innovators in one room!
14:30-16:00 | Product Demos from Insurtechs
14:30-14:50 | Sonr Presentation
Matt Connolly, Founder & CEO
14:50-15:10 | DistriBind Presentation
Dave Conors, Founder
15:10-15:30 | Flock’s Presentation of their new drone product
Ed Leon Klinger, CEO, Flock
15:30-15:50 | Bought By Many Presentation – How to build an Insurance company that customers love
Oke Eleazu, COO, Bought by Many
16:30-17:00 | Telematics, the Connected Car and World Peace | Presentation
Representative from LexisNexis Risk Solutions
17:00-17:30 | Is the industry facing its Blockbuster moment? | Debate
Motion: Insurers will have a Blockbuster video future with a few players remaining
The 2010 Blockbuster bankruptcy is often seen as one of the biggest business fiascos in the 21st century. The company’s failure to envisage technological change and changing customer behaviour left it out of business for the likes of Netflix, now worth 28 billion US dollars. With the current pace of technological change, changing generations, consumer behaviour and ongoing consolidation, is the insurance industry facing a Blockbuster moment and failing to acknowledge it, or is this century-old industry going to withstand and successfully innovate.
Matt Cullen, Head of Strategy, Data and Analytics, ABI
Janthana Kaenprakhamroy, CEO, Tapoly
Ed Leon Klinger, CEO, Flock Cover
Nick Pester, Partner, Capital Law
Programme and timings are subject to change
Insurance 2025 is a must-attend event that will leave you better able to deliver an internal agenda for change. We believe this requires a team-based approach so are offering generous discounts for group bookings. The earlier you register, the less you will pay and you’ll also be able to guarantee your place at your chosen sessions.
Early bird rate available until midnight on 31st May 2019
Early bird - £295 + VAT
Standard - £395 + VAT
- - We define brokers, insurers and loss/claims adjustors as practitioners. Your registration will be cancelled if you do not fit this criteria. Please check before booking if you're unsure*
- - We define law firms, consultants, software and technology vendors and any company that offers any other service to brokers/insurers/claims practitioners as Service Providers**
The event is expected to attract 300 plus insurers, brokers and claims specialists from across the UK insurance industry. Sponsorship opportunities can be tailored to suit your particular business objectives; from raising brand awareness, to product launches to building a reputation as a thought leader. To find out more about the benefits of sponsorship and how to get involved contact:
Thanks to this year's sponsors
When & where
Wednesday 3 July
etc. St Paul’s
London, EC1A 4HD
How to get there
Nearest tube & train stations – St Paul’s (Central) and Barbican (Circle, Metropolitan and Hammersmith & City)