Marketforce and the IEA’s 10th Anniversary Conference The Future of General Insurance New risks, new strategies, new opportunities: debate industry trends at the UK’s leading GI event 2nd, 3rd & 4th November 2010 Lancaster London Hotel featuring the 10Years Operational Excellence Day 2nd november 2010 , The bloomsbury hotel, London Speakers Francois-Xavier Boisseau Philippe Maso y Guell Rivet Andrew Torrance Chief Executive Officer Chief Executive Officer Chief Executive Officer Groupama AXA Allianz Dane Douetil Barry Smith John O’Roarke Chief Executive Officer Chief Executive Officer Managing Director, General brit insurance fortis UK Insurance LV= Ken Hogg Perry Wilson Phillip Hodson Director – Insurance Sector Chief Executive Officer Chief Executive Officer fSA insure & Go The Oval Group Brendan Devine Julie Hopes John Paleomylites Group Managing Director Commercial Director - Chairman and Founder Kwik-fit insurance Services General Insurance beatThatQuote.com Tesco bank Operational Excellence Day speakers include: David Weymouth Rob Smale David Williams Group Operations & Risk Director Claims and Operations Director Managing Director – Claims rSA fortis insurance AXA insurance Endorsed by: Lead sponsor: Sponsors: 20% discount available to chartered members of The chartered insurance institute Operational Excellence Day Sponsors: Legal Sponsor: Dear colleagues, never before has financial services faced such a diverse and pressing range of challenges. With growing consumer demands, Solvency II deadlines approaching and new environmental and economic risks emerging, there is certainly plenty for the industry to discuss. But with these challenges comes a real opportunity to improve standards and engage consumers. In the post-recession environment, a healthy and robust insurance sector will be key to supporting economic growth and providing peace of mind. That is why I believe it is important for insurers to gather together to share experience and help shape a competitive, healthy profession that more effectively serves the needs of our customers, our employees and our shareholders. The Aldermanbury Declaration, launched by a Taskforce of leading industry figures earlier this year, clearly shows that the industry is intent on improving its reputation with the public. A renewed focus upon professionalism within general insurance will provide measurable benefits for both the industry and wider society. On the back of what, I believe, is a growing desire within the market for the development of an insurance ‘Profession’ I am extremely pleased that the CII is supporting this event. The Future of General Insurance is one of the leading conferences for the general insurance sector and having chaired the debate at last year’s conference, I am confident that the discussions that take place will help us better understand why the insurance profession will be more profitable for everyone than the insurance industry. I look forward to seeing you join in november. Dr Alexander Scott Chief Executive Officer, The Chartered Insurance Institute The 10th Anniversary Party – celebrating 10 years of insight We are delighted to invite all attendees of the conference • Catch up with colleagues over a drink at our cocktail to our 10th anniversary party on the evening of 3rd bar, with live demonstrations november, sponsored by Wipro Technologies. • Try your hand at carving your own ice sculpture with It presents an opportunity to catch up with old colleagues guidance from our onsite experts and make new contacts in a more relaxed atmosphere. • Compete against your peers over an interactive giant game The party will also be attended by specially selected guests, including movers and shakers from the world of • Enjoy a relaxed atmosphere with a live band insurance and some of our keynote speakers from the past 10 years. bOOK OnLinE - www.marketforce.eu.com/insurance 10 The Future of General Insurance Ye a rs Featuring the Operational Excellence Day The next few years represent a period of unprecedented change for the insurance industry. The expected margin pressure from Solvency II, developments in the financial markets and a new risk environment have placed increased demands on insurers’ business models. The Future of General Insurance is the industry’s leading forum to debate these challenges – bringing together key industry figures to provide the necessary insights to position your organisation for the future. Key reasons why this is the ‘must attend’ event of the year: why are your peers attending? “The insights from last year’s event, from both on • Learn from industry leaders, with more Insurance CEOs than ever before and off the conference platform, have proved invaluable. I would recommend it without • A ten year pedigree ensures reliable quality and hesitation.” a superb list of attendees • Benefit from our pertinent agenda, extensively researched with senior industry figures “With so much change expected in the industry over • Drive the focus of the debate in our interactive the coming years, it is important to keep up to date Peer-to-Peer discussions with industry trends and innovative new strategies. This conference never fails to deliver these insights, • The UK’s leading event: attracting hundreds of attendees year on year which is why I will be participating in the 10th anniversary event.” • The only event to focus specifically on the general insurance sector, ensuring continually relevant content “I’ll be attending The Future of General Insurance to discuss some of the major emerging challenges in Seniority of attendees: our industry. The agenda and speaker line up this Booking is well underway for this year’s conference, year look better than ever before.” and here is a breakdown of the attendees who have already secured their places: customer Satisfaction: 97% of respondents from last year’s conference would think of recommending The Future of General Insurance to a colleague Operational Excellence Day: Please turn to the back of this brochure for details of our dedicated day on improving insurance operations. C-Suite Director Managing Director Head of Department Manager Tel. +44 (0)20 7760 8699 10 The Future of General Insurance Ye a rs Featuring the Operational Excellence Day The Future of General Insurance: Wednesday 3rd November 2010 Session Two: Pricing for risk - protecting margins 11.50 The future of the insurance cycle: forecasting developments in 09.15 Welcome address by Marketforce premiums 09.20 Chairman’s opening remarks • The outlook for prices: the rate of change and the differences Catherine Barton, Partner, Actuarial Services, Ernst & Young between product lines • Has the nature of the cycle changed forever as a result of Session One: Strategic opening discussion - views increased price competition and rising cost pressures? from the top • In the future, will a hardening market necessarily increase profitability? 09.25 The changing economics of an insurance business: delivering John O’Roarke, Managing Director, General Insurance, LV= stable performance 12.10 Creating informed risk decisions: getting the right information in • Examining the impact on margins of recent economic and place competitive developments Bill McCarthy, Chief Executive Officer, Mapflow • The changing business model: analysing the balance of premium income and investment income 12.30 The role of pricing accuracy in tomorrow’s market: how are • Satisfying all stakeholders: balancing the demands of priorities changing? customers, shareholders and regulators Francois-Xavier Boisseau, Chief Executive Officer, Groupama • Will the current regulatory environment create a shift towards the accurate pricing of risk? 09.45 A customer-based approach to long-term value: focusing on • How does increased accuracy affect margins and stability? the insurance buyer Should underwriting accuracy always win out? • Is the right balance being struck between competitive • The link between understanding and meeting customer needs pressures and accurate risk judgements? and delivery of sustainable returns • Finding strategies to improve underwriting accuracy and • Leveraging the potential of the broker-insurer partnership to methodology improve customer value and loyalty Craig Staniland, Director, Motor, Swiftcover • Driving efficiency benefits throughout the buying chain • Factors affecting the buying habits of commercial customers 12.50 Questions at different ends of the market Dane Douetil, Chief Executive Officer, Brit Insurance 13.05 Lunch 10.05 Climate change: risks and opportunities in a warmer world ! Keynote Address • How may the climate change: medium and long term? 14.20 Effectively serving consumers: what do customers value in an • Post-Copenhagen, where does the world stand in fighting insurance offering? climate risk? Philippe Maso y Guell Rivet, Chief Executive Officer, AXA • What are the risks and opportunities for the industry? 14.40 Questions • What action should the industry and individual companies take today? Session Three: Peer-to-Peer Discussions Andrew Torrance, Chief Executive Officer, Allianz In this session, delegates will split into small groups and be Strategic Panel Discussion P2P given the opportunity to share insights and experiences with their peers, debating the key steps required to improve the 10.25 Examining the factors that will shape the future of the general customer’s experience of insurance. insurance market 14.45 From customer service to product offering: where is the • Consolidation: how important a catalyst are the harsher greatest scope for improvement? capital requirements? • How adequately are consumers’ needs met by the industry? • Product innovation: which are the important emerging or • Where will we see innovation in product and services? growing risks? • What examples of best practice are there from the insurance • Will there be a drive towards more niche or specialist industry and beyond? products as insurers look to protect margins? • What scope is there for differentiation in commercial and Session Four: Distribution strategies - securing personal lines? effective routes to market • Do insurers understand enough about distribution channel, customer and product profitability? Panel Discussion • navigating change in the coming years: what will separate the winners from the losers? 15.10 Advanced aggregator strategies: a future of cooperation? Francois-Xavier Boisseau, Chief Executive Officer, Groupama Dane Douetil, Chief Executive Officer, Brit Insurance • Has the growth of aggregators affected insurers’ offerings Andrew Torrance, Chief Executive Officer, Allianz beyond price? • Friend or foe? Is the increased pressure on price offset by the 10.55 Advisory session cost effectiveness of the route to market? • What can be done to ensure insurers get sustainable revenue 11.15 Questions from price comparison sites? • The next generation: are users embracing the increased level 11.20 Refreshments of policy detail on some sites? • Tracking aggregator activity: can insurers respond to changes on aggregator sites in real time? • Will the success of aggregators in personal lines be replicated in the SME market? John Paleomylites, Chairman and Founder, BeatThatQuote.com Simon Ball, Chief Executive, Coverzones Graham Donoghue, Managing Director Travel, Insure and Home Services, Moneysupermarket.com 15.40 Refreshments Tel. +44 (0)20 7760 8699 17.10 Direct insurance: exploring opportunities in the SME sector Stream A: Personal lines • Analysing the reasons behind the growing success of direct 16.10 How will brokers feature in the future of personal lines commercial insurance distribution? • Is direct suitable to a specific demographic or the entire SME market? • Where can the broker add real value for insurers: identifying • To what extent is the growth of direct insurance in SME the unique advantages of this model putting the brokers’ market share at risk? • To what extent are brokers better placed to identify consumer • How can direct insurance cater for the increased complexity needs in this environment? of some SME requirements? • Which customers will engage with this distribution model? • Examining the importance of price and service in direct as • Designing a mutually-beneficial relationship that works for compared to broker insurers, brokers and customers alike Speaker to be confirmed Selim Cavanagh, Sales Director, Personal Lines Intermediary, AXA Insurance 17.30 Questions 16.30 Advisory session 17.45 Chairman’s closing remarks and end of day one 16.50 Improving e-trading strategies to ensure cost-effective 17.50 The 10th Anniversary Party, sponsored by Wipro Technologies distribution • To what extent do insurers understand the cost of acquisition through different channels? The Future of General Insurance: Thursday 4th November 2010 • Tracking aggregator activity: identifying the reliable revenue streams • Creating a framework to support broker activity: what needs 09.00 Chairman’s opening remarks to be put in place? • Removing unnecessary touch points: ensuring the right information is collected and delivered at point of sale ! Keynote Address: FSA Ian Josephs, Head of Distribution, MMA Insurance 09.05 An update on the regulatory priorities for 2011 Ken Hogg, Director – Insurance Sector, FSA 17.10 Realising the potential of mobile 09.25 Questions • Will Generation Y continue moving business towards handheld devices? • Do we need specific applications or can existing websites just Session Five: Regulating risk - the implications of be accessed through the phone? solvency II • Can the entire sales process be effectively completed on the 09.30 The implications of Solvency II for your business mobile device alone? • The size of the market: does the potential of mobile justify the • Assessing the impact of Solvency II on profitability: will it force investment? pricing discipline? Paul Wishman, Group E-commerce Director, LV= • Which lines of business are likely to provide the best return 17.30 Questions within new capital restraints? • Will we see increased diversification or insurers focusing on Stream B: Commercial lines core lines? • Unintended consequences: will Solvency II reduce the 16.10 Securing cost-effective and sustainable access to the right affordability of insurance for certain demographics? markets • Solvency II across the departments: what will it mean for day- to-day business? • Which channels are best placed to provide access to today’s Toby Ducker, Programme Director for Solvency II, Brit growth markets? Insurance • Does consolidation in the broker market pose a significant threat to some insurers? 09.50 Advisory session • Examining the cost effectiveness of different routes to market: how is the balance changing? 10.10 Questions • Developing sophisticated channel strategies: tapping into direct, broker and aggregator simultaneously 10.20 Refreshments Darren Pacey, Sales & Distribution Director, Zurich Financial Services Session Six: Improving the claims process 16.30 Putting the pieces together to support superior distribution and 10.50 Customer service in claims: what role can claims play in service customer retention? • What are the risks for insurers’ distribution systems both now • What do customers value most in a claims experience? and in the future? • How can a good claims experience promote loyalty over the • Ensuring adaptability: preparing to support future innovations lure of price comparison websites? in an ever-changing world • Communication during the claims process: expectation • The benefits of what you already have: why totally new management for improved satisfaction systems aren’t always the answer Paul Meehan, Customer Experience Director, AXA Dan Sobotincic, Executive vice President, Head of Global P&C Division, Sapiens 11.10 Tackling claims fraud: preventing and detecting one of the 16.50 How can insurers maximise the value of a broker relationship? largest costs to the industry • Where can the broker add real value to justify commission • The ABI estimates 75% of claims fraud goes undetected: why levels? is fraud so difficult to detect? • How can insurers leverage a broker’s ability to better identify • The respective roles of technology and staff: where is the consumers’ needs? human touch important? • Will the role of the broker as adviser take on a new • Examples of innovative strategies and preliminary results significance in the wake of the downturn? Katie Doyle, Product Marketing Manager, Europe, Guidewire Phillip Hodson, Chief Executive Officer, The Oval Group bOOK OnLinE - www.marketforce.eu.com/insurance 10 The Future of General Insurance Ye a rs Featuring the Operational Excellence Day 11.30 Questions 14.40 The importance of brand for attracting customers and converting sales Session Seven: The link between standards and profitability • What factors do consumers consider when purchasing an insurance product? Case Study • Is a strong brand the best tool to combat the issue of churn? • What level of complexity can an insurance brand 11.40 Supporting staff and customers for record breaking sales communicate? • To what extent does brand act as a timesaving device for • The importance of talent: strategies for attracting, nurturing consumers? and retaining the best staff • Embedding brand values throughout the organisation • Supporting staff with the right working environment: how Perry Wilson, Chief Executive Officer, Insure & Go does this translate to improved sales? • Training and development: nurturing new employees to 15.00 Social media: an untapped resource for the industry prepare them for a career in insurance • Feedback and review: measuring the performance of staff, • Are there opportunities beyond the tailored advertising that products and services social media allows? • Developing the right skills and standards to meet customer • Do consumers want to hear from financial institutions through needs: what needs to be put in place? social media? Brendan Devine, Group Managing Director, Kwik-Fit Insurance • Social networking versus blogs: engaging in debate versus Services providing information • Ensuring return on investment: what does success look like? 12.00 Questions • The power of viral: what type of brands and messages travel well through social networks? 12.05 The Aldermanbury Declaration: a framework for the future Neil Brettell, Director - Speciality & Direct, Allianz credibility of the sector Dr Alexander Scott, Chief Executive, The Chartered Insurance 15.20 Questions Institute ! Closing Address Panel Discussion 15.35 Looking forward: how should the industry strive to improve over 12.15 Will an insurance ‘profession’ be more profitable for everyone the next 5 years? than an insurance ‘industry’? Julie Hopes, Commercial Director - General Insurance, Tesco Bank • How would an insurance profession benefit shareholders, employees and customers? 15.55 Questions • Increasing consumer confidence and retaining the loyalty of the customer 16.00 Chairman’s concluding remarks and close of conference • How empowering front line staff can boost the profitability of your business • Insurance is a people business: are we doing enough for our own people? • Doing the right thing: the importance of ethical behaviour David Tyers, Director of Direct Insurance, Aviva Angus Tucker, Past President, Chartered Institute of Loss Adjusters Key 12.40 Title to be confirmed John Salmon, Partner, Pinsent Masons Panel Discussion Each speaker will make an individual address or short 13.00 Questions introductory remarks before joining a lively discussion and interactive debate. Delegates are invited to pose 13.05 Lunch hosted by Pinsent Masons questions throughout the session, providing the opportunity to guide the discussion and topics covered Session Eight: Engaging consumers from and test our panellists with some challenging acquisition to renewal questions! 14.20 Overcoming a lack of trust in the sector: barriers to industry effectiveness Case Study A particular company or project is closely analysed to • Examining the value proposition of insurance: why is trust provide delegates with a thorough understanding of important to this? key challenges and lessons that can be broadly • To what extent do insurers have the power to influence applied to their own experiences. customer perceptions? • How does the level of trust impact the take up of products and Streams choice of provider? The conference divides into a number of streams, • What key steps need to be taken by insurers and brokers to allowing delegates to tailor the content according to build trust? their needs and interests. Barry Smith, Chief Executive Officer, Fortis UK Peer-to-Peer Discussion P2P Dividing into smaller groups, delegates discuss critical issues with their peers. This format consistently leads to in-depth discussion and enhances the networking experience. Keynote Address ! A prominent industry player addresses the event on a key issue. Tel. +44 (0)20 7760 8699 Operational Excellence Day Following the success of last year’s event, we are delighted to announce the return of our dedicated operations day. The Operational Excellence Day will provide strategies to improve efficiency in order to protect the organisation from increasing margin pressure over the coming years. With a focus on practical solutions, customer centricity and best practice, this event will equip you with the tools you need to prepare the organisation for tomorrow. Key topics to be discussed Learn practical solutions to take back to the office: • Customer centricity: designing operations around the customer “My head hurt, but in a good way. The debates & presentations were sharp and vibrant. I took away • Prioritising investment: finding the opportunity nine 'must do when back at ranch' actions.” for maximum gains • Supplier management: aligning interests and ensuring the best deal • Improving core systems to support a changing business • What constitutes best practice? Peer-to-Peer Discussions • The implications of new touch points: the impact on operations Operational Excellence Day Sponsors: Attendee breakdown Autoglass® is part of Belron the world’s largest During the conference you can expect to enjoy the vehicle glass repair and replacement company, serving more than 1.5 million motorists every company of senior-level figures from across the year. We have the widest reaching network in the insurance industry. Below is a breakdown from last UK with 103 branches nationwide and 1,300 mobile service units providing a world-class service 24/7, 365 days a year to drivers whenever and wherever year’s event: they need us. www.autoglass.co.uk Capita Assurance and Testing is part of The Capita Group Plc, the UK’s leading outsourcing company. We help organisations to achieve optimum levels of systems quality at the desired cost. Our independent systems quality assurance and testing solutions range from managed services delivered on and offshore to consulting and recruitment services. www.capita-at.co.uk Globally, TCS has been delivering innovative IT services and business solutions to insurers for more than three decades and is currently a strategic partner for the UK's top 7 insurance organisations on a number of business critical IT and Infrastructure, HR and F&A Outsourcing and claims processing engagements. TCS provides business support services through our FSA-regulated subsidiary Insurance Companies Management Consultants Diligenta in the UK. For further information, please visit Other Financial Services Insurance Loss Adjusters www.tcs.com Solicitors Regulators Insurance Brokers Other IT Solutions Tel. +44 (0)20 7760 8699 10 Ye a rs Operational Excellence Day: Tuesday 2nd November 2010 • Ensuring responsiveness to customer changes and continuous improvement: what needs to be put in place? Andrew Clayton, Operations Director, Allianz Insurance 09.20 Chairman’s opening remarks 11.50 Questions Session One: Creating informed operations Session Three: Supporting processes with the strategies right technology 09.25 Operational efficiency in insurance: examining the changing 12.05 The role of technology in managing risk and maintaining drivers compliance • Managing requirements and delivering the necessary systems • Where will margin pressure come from in the future and how changes should this direct strategies? • The importance of data quality and availability across the • Will Solvency II drive investment in IT and operations? organisation • Analysing the role of operations in securing a competitive • How does QA help to demonstrate control and governance? advantage • Delivering increased efficiency on the back of regulatory • Examining the scale of the challenge: how efficient are change insurance operations? Matt Robson, Solutions Delivery Director, • To what extent is the industry in a position to invest now for Capita Assurance and Testing long-term cost savings? Peter Horton, GI Operations Director, LV= 12.25 Creating an IT system that will support a changing business Panel Discussion • How successfully has the industry dealt with overhauling outdated core systems? 09.45 Responding to margin pressure: planning improvements in • Will increased reporting requirements put an extra burden on operations IT? How can this be addressed? • Making the most of what you have: when are costly upgrades • Choosing the right battles: where to prioritise investment to necessary? achieve greatest ROI? • Defining good: what key success factors need to be • Is it all about cost reduction? Or can extra expense be justified considered during system design? for improved processes? • Being prepared for the unknown: ensuring flexibility and • Operations and the customer: which customer insights will adaptability in a period of change drive process design? Rachael Bishop, IT Director, Barbon Insurance • Hidden costs: what impact could cost-reduction strategies have on brand loyalty and retention? 12.45 Questions • Getting value from the supply chain: looking beyond squeezing suppliers 12.55 Lunch hosted by Tata Consultancy Services David Weymouth, Group Operations & Risk Director, RSA Peter Horton, GI Operations Director, LV= Rachel Bishop, IT Director, Barbon Insurance Session Four: Best practice forum - Peer-to-Peer Discussions 10.20 Refreshments In this session industry experts will outline recent case studies, P2P before delegates discuss the key transferable lessons at their Session Two: Operations and customer-centricity tables. 10.50 Balancing the demands of cost reduction and superior 14.10 Working closely with suppliers to ensure continuous customer service improvement Rob Smale, Claims and Operations Director, Fortis Insurance • The track record: what are the implications of cost cutting drives on customer relationships? 14.20 Supporting the workforce: enabling staff to boost their • Finding opportunities for simultaneous cost reduction and productivity service improvement Graham Johnson, Transformation Director, • Which aspects of customer service are most costly and are Ecclesiastical Insurance there viable alternatives? • Would some customers choose reduced service levels in 14.30 Peer-to-Peer Discussions return for lower premiums? • Which transferable lessons from these case studies can be David Weymouth, Group Operations & Risk Director, RSA implemented back in the office? • Which changes are likely to produce the greatest 11.10 The 21st century insurance company: preparing to better serve improvements at minimal cost or disruption to the business? customers 15.05 Chairman’s summary • How will technology impact the future dynamics of insurance operations? • Understanding emerging technology: which innovations will Session Five: Working effectively with suppliers really promote operational excellence? and partners • Realising the ‘market of one’: what are the barriers to treating 15.10 The future of sourcing in insurance: working together to each customer as an individual? support business goals • The modern consumer: how will the ‘facebook community’ interact with insurers? • Are the drivers behind sourcing decisions changing as we Colin Burton, Senior Business Development Manager, emerge from the downturn? Wipro Technologies • Getting both parties to pull in the same direction: strategies to ensure a seamless partnership 11.30 Improving operations to create value for customers • Creating a flexible relationship to allow responsiveness to market changes • What do customers value most in their dealings with • Measuring success: how should non-price success factors be insurers? calculated? • Using these insights to redesign processes around the Bala Muralidharan, Head of Insurance Practice, Tata customer Consultancy Services • Supporting the frontline for a consistent customer experience bOOK OnLinE - www.marketforce.eu.com/insurance 15.30 Removing cost from the claims supply chain Sponsors: • From centralised hubs to fewer suppliers: strategies to streamline the supply chain Ernst & Young is a global leader in • Aligning interests: incentivising suppliers to provide the best professional services and has significant deal experience of providing a broad range of • Economies of scale vs. customer satisfaction: examining services to the general insurance industry. pitfalls of a simpler supply chain Our specialist insurance sector team coordinate multi-disciplinary teams to • How can cost savings be made without reducing the ability to deliver a range of services including: performance improvement, financial respond in a crisis? management and control, change management, regulatory reporting, risk Pete Tart, European Claims vendor Management Director, management, information technology, product design, tax, transactions, Zurich actuarial, corporate advisory and audit services. www.ey.com/uk 15.50 Questions Guidewire is a leading provider of flexible core systems that enable property/casualty insurers to 16.00 Refreshments deliver insurance the way they want to. Designed for maximum flexibility and scalability, Guidewire solutions give carriers the Session Six: Supporting multiple customer touch- capability to deliver excellent service to policyholders and agents and increase points - the role of operations market share – while lowering operating costs. www.guidewire.com 16.30 Delivering a cost-effective multi-channel claims experience JMR UK in partnership with IDIT • To what extent is channel strategy key to reducing the cost of Technologies extends the availability of processing claims? IDIT™ Software Suite to general insurance • Does self-service reduce overall cost, or do claimants still companies in the UK. new technology is a key enabler for general insurance businesses today – we can help you to gain contact staff for the human touch? a competitive advantage. • How can processes be designed to guide customers to the www.jmruk.com most cost-effective channel? • Using your channels to deliver information from suppliers to Mapflow is the number one provider of claimants in real time geospatial risk intelligence to the David Williams, Managing Director – Claims, AXA Insurance insurance industry in the UK. Leading names in insurance have selected its GEO: 16.50 Preparing for the future: the implications of new touch points solution to achieve more sophisticated and competitive risk segmentation, pricing and underwriting decisions. • How is the growing trend towards online affecting the Mapflow clients include AXA, Travelers, Hiscox, Amlin and Aviva. requirements of operations and IT? www.mapflow.com • Examining the operational implications of aggregator vs direct business As a leading supplier of software to the insurance • Integrating the mobile: what new operational challenges does industry, Sapiens delivers innovative and agile this present? modular solutions, underpinned by proven • Does the increased variety of touch points represent technology and unrivalled domain expertise to increased costs? general insurance, life and pensions and • Looking forward: what key developments can be expected in reinsurance companies. With operations in EMEA, USA and Asia, Sapiens’ the next 5 years? clients include the major insurance players in each of these geographies. Speaker to be confirmed www.sapiens.com 17.10 Questions Total Systems plc offers a comprehensive range of software, 17.20 Chairman’s concluding remarks support and expertise to the insurance sector. Total Systems’ 17.30 Drinks reception sponsored by Autoglass Ultima product is a client-driven, SOA compliant insurance and warranty system used to manage personal and commercial insurance and warranty products, from quotation through to claims and accounting. Total Systems deliver cost-effective, robust solutions including necessary consultancy, training and support. Lead sponsor: www.totalsystems.co.uk Headquartered in Bangalore, India, Wipro is a global provider of integrated, business, technology and process, solutions. Wipro’s 100,000+ employees operate through its global network of 55+ ‘Centres of Excellence’ to deliver solutions specific to its preferred vertical markets. In the UK Wipro delivers on-site and outsourced solutions to many tier 1 insurance providers. www.wipro.com/industries/insurance Cognizant is a leading provider of information technology, consulting and business process outsourcing services. With more than 40 global delivery Legal sponsor: centres and over 60,000 employees, we combine a unique onsite/ offshore delivery model with a distinct culture of customer satisfaction. At Cognizant Pinsent Masons provides a full range of we have one single-minded passion: dedicating our global resources, industry commercial legal services to clients doing intelligence and systems expertise to working with our clients to make their business all around the world. As one of our core businesses stronger. We harness talent from across the globe to build deep, sectors, insurance is at the heart of our sustainable, long term relationships that foster continuous operational business. We provide advice on every aspect of improvements and better bottom line results for our clients. insurance and reinsurance, from the creation of www.cognizant.com new products and policy wordings to resolving major disputes. Our leading team of over 40 lawyers advises general and life assurance companies, reinsurers, insurance and reinsurance brokers, insolvency practitioners and companies in run-off. www.pinsentmasons.com Tel. +44 (0)20 7760 8699 marketforce and the iEA’s 10th Anniversary conference The Future of General Insurance 3rd & 4th november 2010, Lancaster London hotel featuring the Operational Excellence Day 2nd november 2010, The bloomsbury hotel, London Code: 3222 Simply Return this form to: Marketforce Business Media Ltd | 3 Sutton Lane | London | EC1M 5PU | United Kingdom hOw TO bOOK Telephone us on: +44 (0)20 7760 8699 Fax this form to: +44 (0)20 7490 2296 Book online at: www.marketforce.eu.com/insurance Email us on: email@example.com The Future of General Insurance & Operational Excellence Day Standard Rate CII Chartered Member Price £1,675 + VAT = £1,968.13 (€2,465) £1,340 + VAT = £1,574.50 (€1,972) The Future of General Insurance PricES Standard Rate CII Chartered Member Price £1,275 + VAT = £1,498.13 (€1,875) £1,020 + VAT = £1,198.50 (€1,500) Operational Excellence Day Standard Rate CII Chartered Member Price £745 + VAT = £875.38 (€1,095) £596 + VAT = £700.30 (€876) *CII Chartered Member discount is only available when accompanied with a CII PIN number Title First Name Surname infOrmATiOn Job Title DELEGATE Phone Email CII PIN Title First Name Surname Job Title Phone Email CII PIN Company Name cOmPAny Address infO Postcode/Zip Country Fax PLEASE SELECT THE RELEvAnT BOX: I wish to book the named delegate(s) and I understand that this registration is made subject to Marketforce Business Media Ltd’s terms and conditions. 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