“Empathy in Action: Perfect Pairing of Technology & Human Touch in Claims Handling”

Date: October 12, 2023

11 AM EST · 4 PM BST 


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The perfect pairing of technology and human touch is essential for providing excellent claims handling. Join us on October 12th as we explore how technology can streamline the claims process and improve efficiency, while still ensuring that the customers receive the empathy and support they need. During the webinar, the following questions will be addressed:
1. Why is it so crucial to maintain the human touch and how can empathy play a pivotal role in the claims process?
2. Where does technology and digitisation come into the picture to maximise customer satisfaction and communication during the claims process?
3. What are some of the opportunities & challenges that insurance companies face when trying to combine empathy and technology? 



Head of Life & Annuity Claims, MassMutual

About Kathryn

Kathryn Turgeon is currently the Head of Life & Annuity Claims for MassMutual. With a master’s in Business Management, she has worked in the Insurance field for over 24 years serving in various roles within Insurance Operations inclusive of leading and coaching Continuous Improvement for 6 years.

During this time her focus has been building strong relationships to help shift mindsets and behaviors that embrace lean principles into business operating strategies while creating a culture of continuous improvement and respect for people. As a Claims leader, her mission is to build a culture of service professionals who demonstrate empathy and compassion while delivering a personalized experience based on the needs and wants of the customer.

On a personal note, Kathryn is a mother of 3 and grandmother of 2. She has a passion for learning, the outdoors and spending time with her family.

Founder & Managing Partner, Insurance Evolution Partners

About Bryan

Bryan Falchuk is the Founder and Managing Partner of Insurance Evolution Partners, which advises carriers and their partners on how to navigate an evolving industry facing disruption and change. He is also the President & CEO of Insurance industry trade group, PLRB, that is dedicated to helping adjusters to make expert decisions on Property and Liability claims. Bryan spent 20+ years in the insurance industry, including serving as Head of Claims for Hiscox USA and leading Growth for insurtech communications solution, Hi Marley. Bryan has also held leadership roles in corporate strategy, operations and distribution at carriers like Liberty Mutual and Beazley. He was a consultant in McKinsey & Company’s insurance practice and is on the advisory boards of several startups focused on the insurance industry.

Bryan is a best-selling author and public speaker, including several TEDx Talks. His best-selling book series, The Future of Insurance, shares case studies of legacy and startup carriers overcoming the barriers to change we all face in the industry and working together to innovate to help Insurance move forward and evolve.

SVP & Advisor, Strategic Accounts, EIS

About Philippe

Philippe Lafreniere has been in the insurance and insurance technology field for 30 years. Philippe started his career in insurance sales and underwriting for a Canadian national insurer, eventually deploying technology and launching the first insurance website in Canada. Philippe has held several executive leadership positions in product management, product marketing and sales for various global industry leading software companies.

Philippe is a graduate of the Insurance Institute of Canada with the designation of C.I.P.  and did an Executive Program in Strategy and Innovation from MIT Sloan School of Management.

Philippe is a frequent contributor, thought leader and presenter at global insurance industry events discussing the future of insurance, emerging business models in insurance and the use of AI/ML in core systems and customer experience.

Global Content Manager, Insurtech Insights

About Emil

Emil is the Global Content Manager at Insurtech Insights, where he leads the ITI content team’s efforts for the USA, EU & Asia conferences. In his role, Emil is responsible for the conference agenda and speaker engagement strategy, as well as the overall content experience at the conference.

Emil holds an MSc. in Strategic Marketing from Imperial College Business School.