Conference Day One: Wednesday 29 July 2009

8.50 Opening Remarks From The Chair

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

9.00 IQPC Quick Introductions

Take 10 minutes to meet the people you’ll be sharing ideas with over the next 2 days. Find out who has the solutions to your issues

Facilitated by the Chairman

Implementing Automated Systems For Maximum Claims Handling Efficiency

9.10 In The Face Of Challenging Times: Strategies For The Future

• Claims in context: The consequences for claims in a time of economic insecurity and high competition
• Assessing strategies to improve speed and effi ciency
• Maximising the role of technology in claims processing
• Responding to a changing claims cycle: How to adapt to increasing volume and demand with current infrastructure
• Sealing the cracks: Deploying techniques to minimise fraud and leakage in the current economic climate

Ian R. Cook Head of Group Operations CHUBB INSURANCE GROUP OF COMPANIES	John Williams Senior Manager of Business Systems WESTPAC
Melanie Kneale Chief Operating and Technology Officer NIB HEALTH FUNDS	Richard Poole Head of Group Operations AIG LIFE

9.50 INTERNATIONAL KEYNOTE: Making The Business Case: Securing Senior Management Support

• Implementing powerful governance to ensure that investment is targeted to areas that will generate forward-looking business improvement
• Evaluating implications in the medium and long term of the current fi nancial challenge
• Factoring claims improvements into business planning
• Technology leadership: Engaging people and delivering results

Ian R Cook
Asia Pacific CIO and Senior Vice President
CHUBB INSURANCE GROUP OF COMPANIES

10.30 Evaluating Practices And Techniques To Profile Cost-Saving Solutions: What To Look For When Buying?

• Strategies to manage workflow and consolidate information for increased productivity
• The investigative process: Examining all the facts to select the best solution for your organisation
• What are the key factors to consider before implementing a new systems process?
• Overcoming the challenge of legacy systems to achieve data consolidation and eliminate information errors
• Outsourcing: An effective cost-saving solution in the long term?

Steven Fitzpatrick
National Strategy Manager Claims
INSURANCE AUSTRALIA GROUP (IAG)

11.10 Morning Tea And Networking Opportunity

11.40 Key Factors For Self-Auditing And Restructuring: Adding Value For Your Business

• Establishing realistic plans to maintain sustainable systems
• Mapping current internal systems and infrastructure against regulator requirements and external demands
• Researching the case for additional resources for keeping claims volume and errors in check
• Evaluating current systems: What are the main components for success?

Sally Phillips Head of Underwriting and Claims MACQUARIE LIFE	Melanie Kneale Chief Operating and Technology Officer NIB HEALTH FUNDS
Megan Garvan Principle Claims Advisor GEN RE LIFEHEALTH

12.20 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

1.35 Spotlighting Life Insurance: An Overview Of Current Life Insurance Product Issues

• Learn about what actions consumers took regarding life insurance and other fi nancial products
• Maintaining customer contact and protecting market share in a competitive environment
• Examining the key elements in resource allocation: Utilising staff, equipment and dedicated teams to maximum effect
• The challenges of proving or disproving a claim

Sally Phillips
Head of Underwriting and Claims
MACQUARIE LIFE

2.15 The Transition Period: Tightening Quality Controls In New Claims Processing Techniques

• Effectively utilising and refi ning workfl ow processes to guide staff through the claims management process
• Tightening risk management processes
• Achieving agility within the project to manage scope and meet changing customer needs
• Managing multiple relationships and ensuring customer satisfaction

Wendy Scott
Executive Manager Project and IT Services
RACQ INSURANCE

3.00 Afternoon Tea And Networking

3.30 Achieving More With Less: Delivering Effective Claims Handling

• Streamlining operations and speeding up the claims process
• Achieving consistency in claims handling
• Combining Customer Service with effective Duration Control
• Ensuring fl exibility and tailored solutions to differing customer segments
• Deploying techniques to accelerate claims processing, improve performance and reduce cost

Richard Goncalves
Claims Manager
ST ANDREW’S AUSTRALIA

Addressing Work Culture Needs To Ensure Adaptability And Successful Change Management

4.00 Gaining Business Benefit From Customer Portfolio Analysis To Enhance Service Delivery In Claims Management

• Understanding the benefi ts of portfolio analysis and management to your organisation
• Sharing strategies for successful portfolio analysis from a claims management perspective
• Securing detailed and accurate real-time information regarding a client’s portfolio
• Identifying and increasing awareness of trends in claims management

Lisa Leaght
Vice President Claims and Liability Management
SWISS RE

4.40 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.

4.55 Closing Remarks From The Chair

5.00 Close Of Day One

5.15 Networking Drinks

Opportunity to share lessons learned from the day and network with your peers in a relaxed and informal environment

[ Register Now] · [ Next: Conference Day Two: Thursday 30 July 2009 ]