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08:30 Registration and morning refreshments

09:15 Opening remarks from the Chair

09.20 KEYNOTE: Where are we now? What timeframes are we working towards?

Kicking off the day with an assessment of how things currently stand, allowing you to determine what you need to do now and in the short-term to prepare and future-proof your business:

  • To what extent have the timeframes changed, and what timescales do we need to be working towards in preparation for a driverless future?
  • Understanding the rate of change and to what extent preparations for the transition period, the semi-autonomous scenario, will differ.
  • How are rates of technology adoption differing to the evolution of the technologies, and by what stage can we expect the technology to be widespread?

 

09:40 Boosting profitability and ensuring relevance in an age of uncertainty

  • What challenges are we likely to face post-GDPR, with regards to data profiling and leveraging insights from data?
  • More broadly, how can we deliver new insurance services, drive down costs without compromising on quality of service, and future-proof our businesses.
  • In an increasingly aggregator-driven market and with price competition more pronounced than ever, what strategies will best help you get ahead?

 

10.00 The Five Future Frustrations: In a nutshell

This session offers you the opportunity, amongst your peers, to discuss the principal challenges you are facing in your work, guided by our roaming moderators who will be facilitating discussions.

With the following five key challenges as a guide, this session allows you to find common ground with your colleagues, discuss shared issues, and shape your conference to be as relevant to your needs as possible.

At the end, the moderators will feed back on the core challenges associated with each key motor insurance issue associated with autonomous vehicles - finally, we will challenge them to offer potential avenues for overcoming the issues, and throw out questions to be covered throughout the course of your day at Motor Insurance World:

  • Shifting liability from personal to product - How can we overcome this in practice?
  • Day-to-day data - Can we be sure of access to vehicle data and, if not, how do we overcome this?
  • The halfway house to driverless - When the driver will still have the opportunity to take back control in a semi-autonomous vehicle, how does this affect everything from risk management to managing a claim?
  • Adopting and adapting - How do we ensure our business models and teams are agile in identifying the opportunities that new technology presents, to diversify our offerings?
  • Technology and the customer journey - How can technology help and hinder our communication with customers, what challenges exist when it comes to personalisation, and how can technology enhance customer loyalty?

10.40 - Feedback from the moderators and food for thought for the day ahead...

 

10.55 Morning break and networking

 

The risk managemenent of the future

Exploring the changes in claims 

The revolution in motor technology

11.25

Planning for the effects of technology penetration in the car park

It is clear that the car park of the near future holds both risks and opportunities for insurers. Exploring this in more detail, this session will consider:

  • ‘The Human Factor' - Exploring the underwriting challenges that automation faces in terms of its effect on driver behaviour, and what this means for how we work.
  • Examining the opportunities for underwriting in the risks related to autonomous vehicles' complex software - what new lines of business may emerge, and how do you prepare?
  • Determining what innovation in motor underwriting looks like in the face of uncertainty.Exploring what we need to enact now to prepare for the next few years of rapid change in motor, and to adapt to the changing market needs.

 

Dealing with increasing claims costs

  • Increasing tech adoption in vehicles will continue to push up the costs of claims. How can we deal with increasing claims costs and complexity?
  • What does the prospect of fewer, but higher-cost, claims mean for the ways in which you operate?
  • How to maintain low premiums for customers as repair costs go up.
  • Increasing supply chain performance.
  • How to enhance collaboration across the supply chain.
  • Dealing with the increasing costs of claims whilst retaining levels of service.

Opportunistic or Obsolete - What role for insurance in the technological revolution?
  • Examining what transitions you need to make in order to remain relevant in an era of driverless cars.
  • Meeting the changing mobility needs of your customers to remain profitable.
  • Exploring how technology can help improve your customer service.
  • What innovations are happening and what innovations are there to come?
  • Exploring how best to integrate telematics technology for your business.

Ian Kemp, ‎commercial motor underwriting director, RSA

 11.45

Transition time

Transition time

Transition time

 11.50

Adapting to the challenges of risk management in a driverless era

  • Exploring the need for a new approach to risk management in an age of autonomy with a number of unknowns.
  • Without the data required to inform the best-informed risk management strategies, how can we best manage the myriad uncertainties and unknowns to mitigate new risks?
  • What challenges can we anticipate when it comes to ownership and access of the vehicle data?
  • With liabilities shifting from personal to product liability, what impact will this have for your business and your partners?
  • Anticipating the types, number and chances of accidents when it comes to driverless cars, to understand the repercussions for our work.

 

It's all about the claims service - Establishing a claims process that works for everyone

Unpicking the best claims strategies to ensure, ultimately, that your claims process drives retention and loyalty.

  • Determining how customer expectations are changing, in order to identify where your claims process needs to adapt.
  • Exploring strategies, beyond what we already know, to ensure the customer is front and centre of each step of the claims process. How do we measure this?
  • Moving from a reactive to a proactive claims service - what does this look like, and what does it require from your claims teams?
  • Devising strategies to ensure a streamlined, omni-channel claims service from start to finish - what is needed to provide that consistent customer experience?
  • Communicating effectively with your customers - what strategies exist, and how is the landscape changing?

Telematics in commercial motor

  • What does the driverless future hold for big fleet managers, and what can we learn from this?
  • Exploring what is currently being seen in fleet telematics and where it is set to go next.
  • What timelines is the industry working towards, and what does that mean for you?
  • Gain insight from the world of big fleet to inform your strategies and determine the direction the market is headed.

12.10

Lunch and networking

Lunch and networking

Lunch and networking

13.20

What can the data do for you? The opportunities of telematics and InsurTech for better motor policies

This session will explore the wider implications of what we know about telematics offering us more, and more valuable, data:

  • Digging deeper into the opportunities offered by telematics in terms of better, more diverse product offerings, and determining what data can do for you.
  • Exploring innovations in data-driven pricing and how this can be used for more tailored customer propositions and better policy management.
  • Exploring how InsurTech companies are using data intelligently, to inform your strategies.
  • Overcoming the challenges of cumbersome legacy systems to take full advantage of the opportunities available, and exploring how, practically, to remove the barriers to innovation.

AI in Claims - Where do we need to exercise caution?

While AI offers considerable opportunities to cut costs in claims departments, there are challenges we need to be aware of:

  • Communicating claims decisions to the customer and justifying the processes at work.
  • Ensuring that AI enhances, and does not detract from, customer trust in your claims service.
  • Managing fraud in new ways - what are the opportunities AI presents in this regard, and what do you need to be wary of?
  • Justifying investment in AI in an age of increasingly-stretched budgets, to take maximum advantage of the business opportunity and future-proofing AI can offer.

 

Developing partnerships for meaningful progress to future-proof your business

It is increasingly clear that the insurance ecosystems will shift and adapt, with more and different types of organisation involved:

  • How do you identify and manage the right partnerships to support your work?
  • Exploring where the best opportunities for partnership lie within the telematics ecosystem.
  • Examining how the types of partnerships will evolve, and what that means for your business.
  • What types of partners can help you deliver your insurance solutions to best meet customer needs, and how do you remain ahead of the curve?

13.50

Transition time

Transition time

Transition time

 14.05

PANEL: Evolving today's motor policies to meet the demands of a new area of mobility

  • Future-proofing products - what do you need to consider?
  • How customer needs are evolving and how we need to respond.
  • When will car sharing become the norm, and what does this model mean for how we work?
  • How to adapt to new trends, and test new ideas flexibly.

PANEL: The claims of the future

There is no doubt that the claims landscape of the future will look very different to the one we are used to.

Looking from a claims angle at on demand insurance, the sharing economy, and other innovations in motor insurance, this panel will look at what these mean for claims. How are claims handled differently under these models, is the claims story different, and how do we handle claims in this new era?


PANEL: Identifying and managing the cyber threat in an interconnected motor landscape

  • With vehicles becoming increasingly connected, what do you need to consider when it comes to the risks of hacking?
  • Exploring what vulnerabilities will need to be accounted for with interconnectivity, including the security of the wider transport network and smartphones.
  • Recognising and mitigating against the different types of threat.
  • Will cyber coverage form a separate policy or part of your broader motor proposition?

 

14.15 Afternoon break and networking

 

14.40 Affecting change in driver and customer behaviour

This session will explore where we are seeing changes in driver behaviour as a result of telematics and other technologies, and what this means in a broader sense for how your customers behave:

  • What does best practice in influencing driver behaviour look like, and what do you need to be wary of in terms of how affecting this change is perceived by your customers?
  • Exploring how to use the information on driver behaviour in an intelligent way, to inform customer strategies and enhance your operation.
  • Determining how best to use telematics and wider technology to improve customer behaviour and reduce risk.
  • Delivering meaningful and long-term changes to driver behaviour through incentives and interventions.

Peter Hovard, behavioural insights lead, ‎RSA

 

15.00 Gamification - The new frontier for personalised customer engagement?

This session explores how gamification is already being used within motor insurance to improve the services offered and the dialogue with the customer, and what lessons can be extrapolated for the ways your business operates:

  • Transitioning to a truly customer-centred model of operation - what are the optimal strategies to achieve this and what does it mean for the ways you do business?
  • Unlocking the best gamification initiatives using the power of the data at your disposal - identifying how best to use the data you have, and where gamification using data intelligently can give you the edge over the competition.
  • Maximising the value of gamification - what are the best strategies to ensure you make the most of this opportunity, and how do your customers want to be engaged with through these channels?
  • Identifying the business case for gamification, in order to press ahead with initiatives that will bring real benefit in terms of enhancing the customer experience.
  • Identifying the key areas where gamification can make a real difference to the ways you engage with your customer, and the principal areas you should be focusing on.

 

15.20 InsurTech and the path ahead for motor insurance

Technology is transforming the ways people view driving and car ownership, and customer demands for greater flexibility are shifting their insurance requirements. With increasing numbers of InsurTech innovations seeking to meet the needs and challenges of a new motor insurance market, what can you learn from these agile new players and how can you diversify your offerings in the most business-savvy way?

  • Examining the opportunities there for the taking, in terms of car sharing services, flexible coverage and on-demand insurance.
  • Exploring how InsurTech is likely to influence the motor industry moving forward, and analysing current trends to determine where motor insurance innovation may be headed next.
  • Ensuring a proactive rather than reactive approach to innovation in your teams, to drive forward change.
  • Do we have cause for optimism and excitement for what lies ahead?

 

16.00 Close of conference