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The IEA & Marketforce's 8th Annual Conference

The Future of General Insurance

Refine, evolve or diversify? Gain critical business insights at the UK’s leading event

5th & 6th November 2008, The Queen Elizabeth II Conference Centre, London

Featuring: Customer Strategies in Insurance

4th November 2008, The Waldorf Hilton, London

Conference Menu:

"The Future of General Insurance is an excellent forum for senior representatives to share their thoughts and ideas, providing a clear insight into some of the major challenges in today's market."
Peter Hubbard

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The Future of General Insurance - Programme - 4th November

PRE-CONFERENCE DAY: CUSTOMER STRATEGIES IN INSURANCE

09:15 -
Chairman’s opening remarks
09:20 -
KEYNOTE OPENING ADDRESS: Developing a comprehensive approach to customer strategy
Mark Searles
Chief Marketing Officer, Zurich UK
09:45 -
Questions

SESSION ONE: UNDERSTANDING THE CHANGING, NON-RATIONAL CUSTOMER

09:50 -
Examining consumer trends: how insurers can capitalise on improved customer understanding
Sarah King
Director, Henley Centre Headlight Vision
10:10 -
Customer psychology: why insurers need to take into account non-rational behaviour
Professor Adrian Furnham
Professor of Psychology, University College London
10:30 -
Driving competitive advantage through advanced customer analysis
Jane McCarthy
Senior Manager, Detica
10:50 -
Questions
11:05 -
Refreshments

CUSTOMER INSIGHT PANELS AND ROUNDTABLE DISCUSSIONS
In the following sessions, a series of research analysts will present customer insight reports in relation to each of the categories below. The expert panels will then discuss the issues raised by the reports. Each session will conclude with a roundtable discussion at delegates’ tables, to be moderated by a nominated chairperson at each table.

SESSION TWO: THE CUSTOMER PURCHASE PROCESS

11:35 -
Customer insight report
- Why do customers purchase insurance?
- Are customers driven by price only?
- Do customers choose from many insurers or only a few?
- Do customers care about brand?
- What do customers think about aggregators?
11:45 -
Response by the panel
Neil Clements
Research & Product Development Manager, MMA Insurance
Andy Leadbetter
Head of Insurance, Moneysupermarket.com
12:05 -
Questions
12:25 -
Roundtable discussion: Customer-focused product design – the key to non-price differentiation?

12:45 -

Lunch

SESSION THREE: BUILDING CUSTOMER LOYALTY

14:00 -
Customer insight report
- Do customers want a relationship with their insurer or as little contact as possible?
- Do customers feel an affiliation with their insurer?
- What trends characterise customer behaviour at the renewals stage?
- Do customers stay with their insurer because of loyalty or convenience?
Alistair Whitmore
Managing Director, Ipsos MORI Financial Services
14:10 -
Response by the panel
David Stoddard
Customer Service Director, Lloyds TSB Insurance
14:30 -
Questions
14:50 -
Roundtable discussion: Creating deeper relationships with customers
15:10 -
Refreshments

SESSION FOUR: CUSTOMERS’ CLAIMS EXPERIENCES

15:40 -
Customer insight report
- What are customers' expectations of claims service?
- Do customers think about cover other than when making a claim?
- What experiences have customers had with claims?
- Did customers' experiences meet their expectations - in a positive or negative sense?
- What would customers like to happen when a claim occurs?
Peggy Young
Associate Director, Consensus Research
15:50 -
Response by the panel
Simon Gifford
Claims Director, Towergate
Bob Rabbitts
Technical Claims Manager, Motor and Casualty, Allianz
Robin Reames
Claims Director, Swiftcover
16:10 -
Questions
16:30 -
Roundtable discussion: Building a customer-centric claims process
16:50 -
Chairman’s concluding remarks and close of the Customer Strategies day