WHY THIS MATTERS NOW

The question has shifted from what can be automated to who owns the decision.

Regulators are sharpening their focus on how claims and complaints are handled. At the same time, expert capacity in underwriting and claims is stretched thinner than ever.

Whilst agents promise speed, policyholders are trusting insurers to get the hand-off between agent and human right.

Key challenges driving the conversation:

• Too much underwriter and claims handler time goes on gathering and chasing information, not exercising judgement

• Long-tail claims lose context and ownership as handlers, evidence and circumstances change over months or years

• AI is arriving as isolated tools and copilots, not as governed, explainable workflows

• The insurers pulling ahead aren’t automating the most, they’re designing the hand-off most deliberately

WHAT THIS DISCUSSION WILL COVER

Four areas the room will work through together

1. Where expert capacity really goes
Where your best people’s time is lost to assembling information and navigating systems, rather than making the calls only they can make

2. Drawing the line between agent and human
What an agent should handle across underwriting, claims and complaints, and what must stay with a person because a policyholder’s trust depends on it

3. Keeping context on the long-tail claim
How to maintain memory, ownership and the right next action on a claim that runs for months or years

4. Governance the policyholder never feels
What a governed, explainable, agent-supported journey looks like end to end, and how to keep consequential decisions clearly in human hands

WHAT YOU’LL TAKE AWAY

Leave with more than notes

A clearer line between agent and human
A practical view of which work agents can take on, and which decisions must stay with your people

Ideas to free up expert capacity
How peers are giving underwriters and claims handlers more time for judgement, without losing control

A model for accountability
How others are keeping ownership clear as AI takes on more of the work, so “human in the loop” means something

One journey worth proving
A candidate underwriting, claims or complaints journey to test the approach, with the hand-off points already in view

WHO WILL BE IN THE ROOM

A curated group of senior insurance leaders

The value of this discussion comes from hearing how peers across general, life and health insurance are actually approaching it.

Drawn from across Australia’s largest insurers, including:

Underwriting
Chief Underwriting Officer · Head of Underwriting · Head of Commercial and Specialty Lines

Claims
Chief Claims Officer · EGM Claims · Head of Life, CTP, Workers Compensation and Liability Claims

Complaints & Customer Experience
Head of Customer Experience · Head of Member Services · Head of Complaints

Operations, Data & Risk
Chief Operating Officer · Chief Transformation Officer · Chief Data & AI Officer · Chief Risk Officer

Participants are selected to ensure a high-calibre, peer-level discussion, held under Chatham House Rule.