Join us for an engaging and practical session designed to accelerate claims excellence. This workshop-style webinar will dive into global trends, case studies from leading insurers, and the transition to a modern fulfilment model.
Participants will benchmark their own performance using the Express Scorecard, explore innovative frameworks such as the Triple Play and the 5 T’s, and gain insights into bridging the gap between internal performance metrics and customer perceptions.
Through interactive activities and discussion of common pain points, you’ll walk away with practical, actionable strategies to improve outcomes for both your business and your customers.
Key Takeaways
- Benchmark your organisation’s claims performance against industry standards using the Express Scorecard.
- Discover practical frameworks (Triple Play and the 5 T’s) to improve timeliness, efficiency, and customer experience.
- Explore real-world case studies and develop actionable strategies to address common pain points and strengthen customer trust.
Speaker
David McDonald – Co-Founder & Managing Director, The Bridge International
David co-founded The Bridge to bring non-traditional ways of working to consulting and deliver the best value for money for clients. He brings over 25 years of experience as a Chief Operating Officer across Healthcare, Insurance, Financial Services, Energy and Retail.
Passionate about customer-led business transformation, David specialises in operational design, customer/client journeys, and embedding change initiatives. He is known for breaking down complex issues and finding simple, practical solutions that improve both customer experience and commercial outcomes.
Stuart Brown – Partner & Practice Lead General Insurance, The Bridge International
Stuart is an experienced executive within the Australian financial services and professional services Industry, with significant expertise across commercial leadership, claims, pricing, data, reporting and insights, digital and process design and strategy.
He has deep general insurance expertise, having managed major short-tail portfolios at Suncorp, IAG and Wesfarmers. Stuart has extensive experience in developing strategies that drive profitability and cost savings, and leading transformation programs with a turnaround of $150m+.
His expertise in financial data insights and performance improvement has delivered strong outcomes across Financial Services, Utilities, Government, Insurance and Retail.