This session will provide an overall economic outlook of the property/casualty insurance industry. This session will include a high-level look at industry trends and disrupters. The always-popular Robert Hartwig, Ph.D., will provide important insights that will help you manage your company’s risk.

Robert Hartwig, Ph.D.

Director, Center for Risk & Uncertainty Management
University of South Carolina

Surveys, questionnaires, and polls can help you learn about what a customer supposedly thinks at a moment in time, but they are not effective at helping you predict intent and behavior because they lack context. We need to move beyond the old school methodologies and start shifting our own understanding of customers context, behaviors, and perceptions to reveal previously unseen opportunities for innovation. Attend this session to learn more and start changing the way you think about your customers – and your company’s future – today.

Andrea Olson

CEO, Applied Behavior Scientist
Pragmadik

Inflation is increasing customer churn in all sales channels and in the Independent Agent channel in particular. Join this session to learn how customer churn is impacting carriers in direct, captive agent and independent agent sales channels and the best practices for minimizing churn and increasing customer retention.

Dan Karr

Founder
ValChoice

During this session, we will explore some of the components, initiatives, and capabilities needed to stand up a comprehensive, enterprise-level customer experience program. CX is not the implementation of a one-off capability; rather, it is a multi-year strategic initiative comprising research and analysis, strategy development, CX design, and organizational proliferation. In each of these iterative stages, there are multiple capabilities and initiatives that build on and mutually support each other. This session will provide real-world examples involving agents, policyholders, claimants, and employees to bring to life some of these capabilities and initiatives.

Paul Legutko

Senior Principal, Director CX Practice
Aite-Novarica

This session walks through the development of a customer experience function as well as key areas of strategy, focus, and execution needed to deliver powerful results. Farm Bureau Financial Services improved its NPS from 25 to 52in just less than four years, generating similar and impressive results in terms of core retention and share of wallet/growth. Join this session to hear about FBFS’ experiences.

Jim Harwood

Vice President, Client & Member Service
Farm Bureau Financial Services

The COVID-19 crisis severely disrupted the insurance industry and acted as an unexpected catalyst for change. There has been an acceleration of digital capabilities and improvements to the customer experience. We have also seen lasting changes in buying behaviors that will have major implications. The industry is becoming accustomed to the rapid rise of millennials, but a side effect of COVID-19 is that every generation is now the digital generation. This new world is leading to greater policyholder expectations and accelerating the need for digital engagement processes. The scope of insurance offering is expanding. Prior to the crisis, insurance appeared to be moving from a traditional paradigm to one that creates additional value in the marketplace by being able to mitigate a range of risks and solve problems before they develop. The last few years have spurred on the types of innovation needed to offer an expanded model of insurance. Improving the customer experience beyond the policy itself will be key for generating new business and retaining policyholders. Attendees of this session will learn how this “new normal” can be leveraged by improving customer experience throughout the insurance value chain.

Grahame Cohen

Founder and CEO
Epoq Inc.

The needs of policyholders are evolving as they embrace digital business. Legacy systems are insufficient, but new technologies are complex and expensive. How can a small mutual keep up with the industry? Join this session to hear a panel of mutual senior execs as they share their strategies and successes in adopting key technologies to win the insurance customer of the future.

Amede Hungerford

Chief Marketing Officer
BriteCore

Tim Koppenhaver

Executive Vice President
Loudoun Mutual Insurance Company

Jill Showalter

Vice President
Frederick Mutual Insurance Company

This session provides a comparison of the current insurance process and the Amazon experience. It highlights the fundamental differences between the two, considers the regulatory/compliance framework in which insurance exists, and provides recommendations on how insurers can update their processes and procedures in an enlightened way. This presentation will help attendees understand how to manage the supply chain differently and will introduce the idea of a “friction hunter” role for carriers.

Timothy D. Christ

Senior Solutions Engineer – Safekeep
CCC Intelligent Solutions, Inc.

Many insurers focus on customer experience in order to increase retention and strengthen the company’s brand reputation. Suffice it to say, a great deal of time and effort is typically expended across the enterprise in the pursuit of stronger service results. However, one must ask if the efforts are being coordinated effectively to prevent overlap and duplication. Additionally, are customers directly involved in helping an insurer choose actions to improve the customer experience.

This discussion will cover the utilization of established models such as Continuous Improvement or Customer Journey Mapping to establish the framework and coordination of efforts to improve processes, employee engagement and the overall customer experience. A high-level overview of the two models will be discussed including the differences between the two.

Lance Ondrej

Executive Vice President and Chief Claims Officer
Germania Farm Mutual Insurance Association

Today’s insurance customer expects to easily receive a quote in minutes, even for complicated risks. Yet, outdated technology prevents companies modernizing their processes to meet these changing expectations. During this session, attendees will gain an understanding of consumer expectations in today’s marketplace and how their companies can enable product innovation through modern insurance platforms, all without expending large amounts of resources.

Shawn Fuller

Director of Property Claims
Germania Farm Mutual Insurance Association

Lance Ondrej

Executive Vice President and Chief Claims Officer
Germania Farm Mutual Insurance Association