The use of customer analytics and data will be among the key topics at a major claims management conference in Sydney.

The Claims Experience Management event will feature talks from claims specialists including Ace COO Kenneth Brown, TAL Head of AustralianSuper Account Richard Poole and Bupa Manager Information and Analysis Raimundo Gomes.

Transport Accident Commission Executive Head of Claims Bruce Crossett will make the business case for data analytics, focusing on the commission’s customer analytics program, which uses predictive data and effective partnering.

Mohinder Kumar, the National Manager, Technical and Professional Industry Claims at Suncorp, will discuss using customer analytics to determine the right approach for new systems and processes.

Other conference topics include effective customer service, outsourcing, strategies to combat resourcing and staff retention issues, new privacy legislation and handling increasing costs.

QBE Head of Short-Tail Claims Kathryn Wood will discuss the pros and cons of outsourcing, plus developing operational frameworks to measure the effectiveness of claims processes.

Allianz Head of Customer Focus Linda Broady will give insights on creating a culture of high performance and explain how the insurer has had “great results through engagement surveys, putting us at the top quartile in terms of the Australian companies”.

The International Quality & Productivity Centre will host the event at the Novotel Sydney Central on May 27-28.

Workshops will also be held from May 26-29. Topics include managing changes to claims workflow systems, solutions to technical skill shortages and designing customer-centric claims experiences.

More information is available here.

Insurance News is media partner for the conference.