Conference Day Two: Thursday 30 July 2009

8.50 Opening Remarks From The Chair

Bill Blaikie
Former Manager Operational Processes and Communications
ACCIDENT COMPENSATION CORPORATION (ACC) NEW ZEALAND

Addressing Work Culture Needs To Ensure Adaptability And Successful Change Management

9.00 INTERNATIONAL KEYNOTE: Making Operational Improvements Stick: Key Elements For Business Process Management

• Implementing current and relevant process documentation to boost levels of productivity and value
• Monitoring process change in order to ensure the sustainability of change initiatives
• Eliminating waste, infl exibility and variability to get the most out of operational improvement programmes
• Stakeholder needs analysis: Mapping an end-to-end claims management model as a process framework
• Improving claims navigation: Enabling organisations to quickly and easily fi nd information in claims management
• Overcoming challenges in a performance transformation programme

Bill Blaikie
Former Manager Operational Processes and Communications
ACCIDENT COMPENSATION CORPORATION (ACC) NEW ZEALAND

9.50 Staying On Top: Improving Workflow To Maximise Gains In Productivity

• Cost-saving strategies: Finding the best way to manage operations and remain within budget
• Responding to the changing insurance cycle: How does operational strategy need to adapt?
• Streamlining costs whilst increasing reliability
• Dealing with a high volume of claims effectively

Richard Poole
Head of Group Operations
AIG LIFE

10.20 Morning Tea And Networking Opportunity

10.50 Focus On Health Insurance: Improving The Claims Experience With Efficient Electronic Claiming

• Identifying data quality issues to minimise errors and business risk
• Addressing the systems adaptations and methodologies necessary to eliminate fraud and leakage
• Implementing the tools for a cost-effective and customer-friendly supply chain model
• Putting in place effective governance for rapid payments and claims processing

Daryl Bull
Claims Manager
NIB HEALTH FUNDS

11.30 The 15 Minute Strategic Think Tank

This is your chance to quickly discuss the most important issues from the preceding 4 sessions.
Ask YOUR questions; get YOUR answers.

Facilitated by the Chairman

Improving And Safeguarding The Customer Relationship To Protect Competitor Advantage

11.45 Keeping On Top Of Claims Service Delivery During Large-Scale, Unforeseen Events

Key topics include:

• Lessons learnt: How the priorities of today’s business affect commitment to service quality and effi ciency in the claims process
• Strategies for an immediate response: Improving response times and maintaining a high level of service
• Achieving outstanding customer service: Ensuring support for policy holders remains consistently high
• Developing a proactive approach for the future
• Process improvement tips: Minimising processing expenditure on labour-intensive task

Bill Blaikie Former Manager Operational Processes and Communications ACCIDENT COMPENSIATION CORPORATION (ACC) NEW ZEALAND

Richard Goncalves Claims Manager ST ANDREW’S AUSTRALIA

1.25 Ensuring Long Term Stability By Preparing For Service Challenges Ahead

• Investing in talent management: Driving depth in your team’s skills sets and capabilities
• Boosting your service levels: Redesigning processes for shorter claims lifecycles
• Restructuring the claims function: Restructuring the claims function for resilient services and client experiences
• Evolving the claims process to advance speed to market

Kerry Earl
Head of Claims
MUNICH RE

2.10 The Employer Branding Proposition: Providing Effective Staff Work Culture Support

• A dedicated focus on change management: Supporting your workforce through the transition period
• Revisiting training modules: Paying closer attention to risk management processes in place, redesigning areas to prevent errors slipping through the cracks
• Redesigning processes to ensure staff are prepared fro the challenges ahead
• Raising the insurance profi le for new workforce entrants

Noelene Palmer
National Manager – Retail Claims
TOWER AUSTRALIA

2.50 Afternoon Tea And Networking

3.20 Sustainable Customer Care: Defining Your Differentiation Point

• Claims as the “moment of truth”: Are we meeting the needs of customers?
• Managing Customer Expectations: Being proactive
• How can we successfully avoid complaints arising?
• In the Customer’s Shoes: Ensuring the customer is treated fairly throughout the claims process
• Enhancing the customer experience: Defi ning the key factors in achieving outstanding customer retention levels

Jane Dorter
Head of Client Services
GEN RE LIFEHEALTH

4.00 The 15 Minute Strategic Think Tank

This is your chance to quickly discuss the most important issues from the preceding 4 sessions.
Ask YOUR questions; get YOUR answers.

Facilitated by the Chairman

4.15 Closing Remarks From The Chair

4.30 End Of Conference

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