Day Two : Friday, 18th May 2018

8:00 AM - 9:00 AM Coffee and Registration

9:00 AM - 9:10 AM Opening Remarks from Chair

Amy Barouch, General Manager of Strategy, iCare


Amy Barouch

General Manager of Strategy

9:10 AM - 9:50 AM Culture: Case Study: Changing Culture To Enhance Innovation At iCare

Amy Barouch, General Manager of Strategy, iCare
iCare has undergone some major changes over the last two years to aim to be the best in the world in terms of customer outcomes. iCare is focused completely on the customers needs and raising the bar to satisfy customers and keep one step ahead of the market. Amy has project managed the launch of their innovation lab, designed to experiment in innovation and not just work on continuous improvement, but disruptive technologies too. In this session, Amy will discuss the creation of Insuretech partnerships, cultivating human centre design capability, improving customer experience and how to create a culture that focuses on innovation all with the outcome of being focused on achieving customer outcomes.

  • Understand the mindset being fostered to enhance product innovation
  • Embrace an innovation mind set and learn from the healthy competition Fintechs and Insuretechs bring
  • Understand the outcomes of their innovation labs and how to create an innovation lab that is actually successful in fostering innovation in people and product


Amy Barouch

General Manager of Strategy

9:50 AM - 10:30 AM Customer Engagement: Case Study: Assessing The Changing Customer In The Digital Age And How To Engage Them For Better Customer Experience

Marcus Marchant, Head of Digital, QBE Insurance
Customers are changing to the millennial market- they want immediate service, they value convenience and are increasingly moving to providers who have an online presence. With this presents challenges for insurers, particularly around how to engage this new generation, as only about 16% of customers would buy products again from their current insurer. This session identifies specific strategies to implement that target and successfully engage this customer and how to use customer service as a way to personalise your product and create a competitive edge.

  • Understand how to do a journey map of your customers experience to identify pain points, room for improvement and understand how to prevent issues for a seamless customer experience
  • Determine the best practice and lessons learned around engagement strategies for a millennial market
  • Ensure your customer experience will be a point of difference to your customer so you stand out above the competition


Marcus Marchant

Head of Digital
QBE Insurance

10:30 AM - 11:00 AM Morning Tea

11:00 AM - 11:40 AM LIVE DEMO: Demo: Understanding Medibank’s Strategy To Improve The Experience Of The Customer and Healthcare Provider

Marc Miller, General Manager, Group Strategy and Innovation, Medibank
Medibank is pioneering a new digital frontier in healthcare to enable customers to interact with both Medibank and providers across an intuitive and seamless platform. The functionality of the platform comprises transactional, informational and interactional services designed to improve the experience, outcomes and cost of healthcare. The session will:

  • Outline the need for the platform and the functionality it delivers to consumers and healthcare providers
  • Give a live demo of some of the platform elements
  • Describe Medibank’s approach to innovation at an organisational level


Marc Miller

General Manager, Group Strategy and Innovation

11:40 AM - 12:20 PM Digital Transformation: Engaging Clients On Mobile: Increasing Personalisation On Digital Platforms And Touch Points To Improve Service And Create Opportunities

Marc Fabris, Head of Digital, Zurich Financial Services
As part of an omnichannel strategy, clients want to be able to easily access information online. Over 40% of people obtain quotes on their mobile for insurance, and 70% of Millennials frequently use their mobile as a main information source. This session explores Zurichs’ personalised digital notification service for advisors, which uses data insights to provide information that is relevant and tailored to the client when they require it. Marc will discuss the foundation of the technology and how he is now improving it to reduce friction points, modernise the experience, improve the service and now taking it to the next level- creating opportunity based interaction.

  • Creating meaningful digital and online moments with clients using data and personalised service, as over 72% of customers in Australia can be impacted negatively in interactions
  • Understand the foundations to creating an online and mobile experience and understand how to take it from service based to opportunity based
  • Deduce the lessons learned from Marc’s strategy and experience


Marc Fabris

Head of Digital
Zurich Financial Services

12:20 PM - 1:20 PM Lunch

1:20 PM - 2:00 PM Customer Engagement Back to Back: Rethinking Customer Engagement In Insurance Through AIA Vitality

Deirdre Boyle, Head of Marketing and Digital, AIA Australia
AIA Vitality is a science-backed health and wellness program which provides members worldwide with the tools, inspiration and motivation to get healthy and stay healthy. Integrated into the insurance proposition it incentivises people for understanding and improving their health, offering AIA an engagement platform beyond insurance to build customer engagement and trust.
This session explores some of those strategies in greater detail, in AIA Vitality’s quest to bring life, health and wellness together to create more positive outcomes for customers, insurers and society.

  • Creating a new way of thinking about insurance
  • Explore the AIA Vitality case study, and some highlights of the journey so far
  • Understand how to enhance engagement for improved customer experience and delight


Deirdre Boyle

Head of Marketing and Digital
AIA Australia

2:00 PM - 2:40 PM Customer Engagement Back to Back: Panel: Assessing The Importance of Personalised Customer Experience For Customer Engagement and Retainment

Deirdre Boyle, Head of Marketing and Digital, AIA Australia Ellen Cresswell, Head of Digital Development, TAL Ben Webster, Founder, Insured By Us
Engagement and personalisation is what Fintechs’ are best at, and the legacy insurance firms can learn a lot from them in that regard. Understand the way that Fintechs perceive their customer, ensure their customer feels valued and how they truly delight them.

  • Creating personalised product to create a true value proposition
  • Ensuring customers are engaged in the right way to improve loyalty
  • Enhancing engagement from the beginning of a customers journey to increase competitiveness



Deirdre Boyle

Head of Marketing and Digital
AIA Australia

Ellen Cresswell

Head of Digital Development

Ben Webster

Insured By Us

2:40 PM - 3:10 PM Afternoon Tea

3:10 PM - 3:50 PM Transforming A Value Proposition With Data- Collect, Analyse and Capture A Customer Profile

Barry Leung, Head of Strategy and Actuarial Services, Defence Health
Insurance companies have immense amounts of data on customers, and around 40% of data is used in pricing, underwriting, and risk selection. This is due to jump to about 80% over the next two years, as insurers understand how this data can be useful in creating a digital strategy. This session helps you create a data-driven strategy that allows you to understand your customers wants and needs more thoroughly, with data you already have!

  • Design a data roadmap: understanding what data can be used for customer insights
  • Understand how to collect and consolidate data to be used in decision making on strategy
  • Leverage the data to make decisions and add value for your customer, and create a personalised experience and product
  • Consider how the data landscape may advance in the future, as the next generation of customers are more comfortable with the use of their data


Barry Leung

Head of Strategy and Actuarial Services
Defence Health

3:50 PM - 4:30 PM Establishing And Expanding Cultural Change To Foster Innovation In A Digital Insurer

Christy McCarthy, Head of Digital, World Nomads
Creating a culture of innovation is a major challenge in such a traditional industry, such as the insurance industry. However it is a necessity in order for firms to remain relevant in a fast changing digital environment. World Nomad’s was a start up and a major digital disrupter to the travel insurance industry 15 years ago. Now, they have kept their start up culture intact within their own departments, however they are attempting to expand this culture of innovation across the organisation and have come up against some major challenges. Christy is the leader of their cultural change strategy and experience, and shares some of her insights from the last 15 years and how they are changing culture now, particularly in relation to some of the more reluctant departments.

  • Understand how to retain a start up culture and create a culture change strategy
  • Taking a proactive approach to talent acquisition, retention and retraining
  • Listen to Christy’s lessons learned and best practice in culture change from the last 13 years, and understand where she plans to head in the future


Christy McCarthy

Head of Digital
World Nomads

4:30 PM - 4:30 PM Closing Remarks