Day One : Thursday, 17th May 2018

9:00 AM - 9:10 AM Opening Remarks for Chairperson

9:10 AM - 9:50 AM Discussing Allianz’s Digital Strategy To Deliver Growth and Drive Value

Tim Cradock, Head of Strategy, Allianz
In this session, Tim will discuss some of the incredible leaps that Allianz has made in the digital space in response to disruptive technologies and changing customer expectations. Allianz have recognised that the insurance industry must develop a strong digital strategy to engage customers- and Tim has been actively involved in driving that strategy.

  • Analyse Allianz’s digital strategy and how it fits with overall strategy
  • Determine best practice and lessons learned
  • Forecast the future of insurance and where Allianz’s is planning to go


Tim Cradock

Head of Strategy

9:50 AM - 10:30 AM Culture: How Changing Culture Is Beneficial For The Firm And Customer: Best Practice From A Young Insurer

Dean Van Es, CEO, FastCover
Insurance is transforming from a very traditional culture into a culture that must embrace disruption, digital acceleration and innovation. PwC estimates around 45% of insurers agree that changing culture is one of the major challenges and barriers to digitising successfully. However there are strategies that can be used to transform a traditional business to ensure the success of the digital mission. FastCover has successfully ridden the digital wave to become one of the best travel insurers, highlighted by their multiple awards they’ve won! Their service truly pinpoints a customer-centric culture, highlighted by their quick service, easy to understand policy and ability to buy insurance online. In this session, Dean discusses some of his major challenges to overcome to become a digital insurer, including a major challenge in overcoming culture change inertia.

  • Increase adoption of technology and overcome fear of change with your employees
  • Understand how technology can help facilitate change, and help delight customers by ensuring employees understand the value of digital
  • Ensuring employees are hired and nurtured with the right mindset to foster culture change
  • Overcome barriers in the industry to fast track change


Dean Van Es


10:30 AM - 11:00 AM Networking

11:00 AM - 11:30 AM Morning Tea

11:30 AM - 12:10 PM Creating An Innovation Framework for Business Success: Innovating Products With A Customer- Centric Approach And Kick Starting Cultural Change

Paul Chow, Executive Manager of Strategy and Diversification, GMHBA
Insurance products are generally sold and not bought- so how does a business turn this around? Firms are now assessing their old Legacy products, trying to understand if this is what a customer needs, and even wants! Paul has been examining the approach to innovation at GMHBA and has begun to implement his innovation framework- a plan to create customer centric products and a true innovation portfolio.

  • Identifying why there is a need to shift now: assessing what we really offer and what we should be offering
  • Creating an innovation framework and what that looks like, including understanding how to measure success and setting concrete goals for review
  • Understand the nuts and bolts of implementing innovation and creating an innovation portfolio


Paul Chow

Executive Manager of Strategy and Diversification

12:10 PM - 12:50 PM XL Catlin: Innovative Partnerships & Industry Collaboration are the Key to a Successful Future

Robin Johnson, Country Head, XL Caitlin
Session Reserved


Robin Johnson

Country Head
XL Caitlin

12:50 PM - 1:50 PM Lunch

1:50 PM - 2:30 PM Managing Internal And External Processes In A Meaningful Way To Engage Your Customer

Mirko Roettgers, Head of Digital Technology and Transformation, BussQ Premium Choice
BUSSQ has been implementing digital strategy organisation wide- not just across their superannuation but throughout their insurance and advice businesses too. In this session, Mirko discusses their digital platforms for the insurance market and highlights how they must understand the member to create a successful digital strategy.

  • Examine how to use data to understand the customers needs and determine the trigger points to offer a customer a different product or service to provide them with the most information to make a choice
  • Examine real metrics and best practice of BUSSQ who have implemented this technology and understand how it increases customer satisfaction
  • Assess engagement and relevancy strategies for achieving long term goals and visions of online experience

Mirko Roettgers

Head of Digital Technology and Transformation
BussQ Premium Choice

2:30 PM - 3:10 PM Case Study: How To Use Customer Journey Mapping, Data And Text Analytics To Enhance A Customers’ Experience

Kate Williams, Head of Customer Strategy and Engagement, AHM
Insurers must understand their customer and their behaviour to satisfy their needs. However some insurers are still flying blind when it comes to building and prioritising a customer journey map because they cannot use the data they have. Kate has been leading the customer strategy and engagement at ahm Health Insurance and has made some major improvements over the past year to the customer journey map due to the use of customer behavioural data and analytics to improve customer experience and loyalty.

  • Understand how to create a customer strategy that is data driven and led by customer behaviour
  • Determine the building blocks of an effective customer journey map with clear priorities and narrow your focus
  • Focus on reducing real pain points customers are affected by, ensure you understand the failure of demand and eliminate any disconnect your customer may experience


Kate Williams

Head of Customer Strategy and Engagement

3:10 PM - 3:40 PM Afternoon Tea

3:40 PM - 4:20 PM Digital Development for Innovation: Understanding Where The Insurance Industry Is And Where We Are Going In 10 Years To Keep One Step Ahead

The Insurance industry is currently experiencing a once in a generation disruption with the advent and acceleration of technology. This has impacted the behaviours of customers, including the products they want, the way they want to engage and increased their expectations of what businesses can provide. This session aims to understand what is happening in the industry now, how it’s impacting insurers and how this change will continue to accelerate.

  • Learn where the industry is at now- including benchmarking of where most insurance companies are in their journey to be ready for the future of insurance
  • Understand the new market environment with the advent of technology such as driverless cars, IoT and connected homes and what this means for insurance products and customers
  • Analyse the future landscape of insurance now and where value lies in the future

Culture And Innovation: Champagne Roundtable: Understanding How To Change Culture In A Traditional Industry

Table One

4:20 PM - 5:20 PM Creating A Start Up Mindset In A Traditional Firm To Embrace Innovation

Table Two

4:20 PM - 5:20 PM Persuading Executives To Understand The Value Proposition Of A Digital Strategy

Table Three

4:20 PM - 5:20 PM Changing Culture in a Legacy Firm With The Advent Of Digital For Successful Strategy

Table Four

4:20 PM - 5:20 PM Understanding Why Having An Innovation Champion Is Important For Successful Culture Change

5:20 PM - 5:20 PM End of Day One