Archives: Agenda

• How digital first insurers rebuilt claims, services and trust from scratch and what incumbents can realistically adopt now.
• What disruptors do differently, (beyond the hype) and where giants are closing the gap.
• The winning behaviours, models and mindsets shaping the next generation of insurers with practical takeaways for every organisation.

MODERATOR: Craig Beattie, Principal Analyst, Celent

• Hear how AXA Health is demonstrating the perfect AI and human synchronicity in action. AXA Health has 900+ agents handling 55,000 calls each week
• How a deployment reduced the cost of after-call work, increased co-worker capacity, and ensured standardised, high-quality information is consistently recorded after each customer interaction
• Deployed in only four months, AXA Health’s strategy with Verint Wrap Up Bot quickly captured the hearts and minds of agents – including previously sceptical team members

• Climate volatility is reshaping accumulation and pricing.
• The growing protection gap and insurer retreat from high-risk regions.
• How governments may intervene as markets become uninsurable.
• Transition risk; evaluating liability-side exposure as economies decarbonise.
• What insurers must redesign in modelling, capital and resilience.

How process mining exposes bottlenecks.

What insurers discovered in real workflows.

The ROI of fixing invisible inefficiencies.

… Intro from: Erica Mcewan, Art Director, Black Mirror

What happens when automation and AI create new systemic risks insurers aren’t ready for? The dark side of hyper connected infrastructure.

• When prevention tech becomes a single point of failure.
• The unintended consequences of autonomous decision making in underwriting, claims and risk selection.
• Looking at the governance, engineering and resilience rails needed to prevent a black mirror scenario.

MODERATOR: Aadil Bundeally, Transformation Director, Lloyds (Former)

• Removing complexity, designing for clarity, what customers respond to.
• Inclusive design; ensuring products work for vulnerable and ageing customers.
• Why simplicity is now a performance metric for retention and regulatory scrutiny.

• Why insurers must move beyond point-of-sale models to continuous customer relationships
• The shift from static underwriting to dynamic, data-driven engagement over time
• What insurers still don’t understand about their customers, and how better data reduces uncertainty
• How behavioural insight, health data and engagement models can improve both customer outcomes and risk selection

MODERATOR: Fabio Sarrico, Senior Insurance Analyst, Celent

We explore how insurers can upskill teams, redesign roles, and unlock productivity through AI adoption today

• What separates high-performing teams in AI adoption from those that struggle
• Upskilling non-technical talent: enabling underwriters and business users to do advanced analytics
• Embedding AI into day-to-day workflows rather than isolated use cases
• Creating the right culture: time, incentives, and leadership needed to drive adoption

MODERATOR: Fabio Sarrico, Senior Insurance Analyst, Celent