Advance Look: Insurance – smart, streamlined, customer-centric service

Advance Look: Insurance – smart, streamlined, customer-centric service

Many challenges face the insurance market. Among the most important is how companies will adapt to new competitors and changing customer expectations.

Excitement continues to build around PegaWorld, the world’s largest intelligent automation event! This year, we’ve lined up multiple insurance industry clients for their unfiltered insights on a range of digital transformation projects.

Attend a session to hear first-hand success stories and lessons learned in improving customer engagement, supercharging sales, and optimizing operations. Then head to the Tech Pavilion to test-drive industry applications that combine real-time data, AI technology, and an integrated CRM stack that deliver guided interactions and personalized offers across all of your channels – from your website to your branch network and beyond.

Check out some of this year’s sessions below, and find more details on our PegaWorld 2018 Agenda page.


Using robotic automation to refocus the customer journey at UNUM: This session will highlight how UNUM, a Fortune 500 company and the top disability insurer in the U.S. and U.K., has refocused on the customer journey to radically streamline and improve its customer service and internal processes. The session, led by UNUM Group’s Rex Price, Director, and Andy Shope, Product Owner, will illustrate how Pega worked closely with the business stakeholders to define and implement transformative changes to UNUM using the latest Robotic Process Automation technologies and a laser-focus on the customer. Join us to learn how Pega can help your organization. 

Tokio Marine HCC – successfully driving legacy insurance into the 21st century: Mick Gorham, Head of Application Development & Testing, explains how Tokio Marine HCC is transforming their organization using Pega's applications to wrap and enhance existing legacy systems and implement a common platform across all lines of business. The company is embracing agile delivery, plus a strong communications program has significantly improved success as well as generated a positive and growing demand for new Pega projects from the end user community. Adding stage-based case management, product builder, and rules engine features to PUI has enriched the firm's business offering, all while streamlining business processes. Key decision factors were Pega’s ability to integrate, improve efficiency, and speed new product to market.

Great American Insurance Group is transforming their customer experience in only 14 weeks using Pega CRM: Natalie Kullgren, CRM Project Manager; Alex Zani, Customer Service Representative; Phillip Jenkins, Senior Solutions Architect; and Allie Wirthlin, Customer Service Representative, get together to present how Great American Insurance Group is transforming their service capabilities for policyholders and partners with Pega’s customer engagement platform and robotics to streamline and automate processing of customer requests. Chat integration will allow the firm to create a single view of all customer interactions. The overall platform will provide reporting and analytics to allow Great American to understand and react to the needs of customers and distribution partners. At a time when the insurance industry is undergoing radical changes in customer expectations, join this session to learn how Great American has chosen Pega CRM to lead it into the future.


What Aflac is learning about consumer expectations through monitoring tech disruptions: Technology is rapidly revolutionizing our world – and consumer expectations changing even faster. Keith Farley, Director of Innovation & Customer Experience, shares Aflac’s vision of key innovations likely to affect your business today and for years to come. Want to know the impacts of 3D printing? Interested in the evolution of driverless cars? Do you wonder what blockchain is? Join the conversation for razor-edge updates about these and other disruptions that are reshaping our world, and how Aflac is using Pega to maintain and grow market share.


Insurance industry networking session: Many challenges face the insurance market. Among the most important is how companies will adapt to new competitors and changing customer expectations. Please join your peers, and the Pega Insurance team, for a networking and cocktail reception. Engage with carriers actively driving the industry’s future by redefining customer engagement and digital transformation in insurance. Understand how carriers are maximizing process and technology investments while achieving meaningful business transformation. Learn how the powerful combination of customer relationship management and insurance industry applications can help future-proof your business to ensure timely and cost-effective innovation.

Insurance industry – customer service: Digital Insurance 2.0 is evolving, with incorporation of digital technologies and new products and services. Today’s customer expectations around their experiences also come from unexpected places, like Dominos and Netflix, creating an environment of liquid expectations. Sound interesting? Please join Pega’s Kate Fowler for lunch and moderated discussion in the main dining hall.

Insurance industry – underwriting: Interested in the underwriting challenges carriers face as they move toward 2020? You are invited to network with your peers and exchange ideas with carriers transforming underwriting operations today. Please join Pega’s Tom Harrington for lunch and moderated discussion in the main dining hall.

Insurance industry – claims: Claims is moving from the “Cinderella“ of the business into the new business model where Risk Management as a Service (RMaaS) becomes the norm and defines the unique selling point for any insurer. What lies ahead for the Claims department? Join other insurance attendees along with Tony Tarquini for lunch to discuss how Claims is changing and why the IoT will put Claims in the picture window for any insurer in the future.


  • See how Pega for Insurance helps you win more business, exceed client expectations, and work smarter.
  • Watch how AEGON is using Pega to transform to a customer-centric enterprise.
  • Register now for PegaWorld! Come network with other industry leaders and learn how to quickly implement AI-driven technology into your enterprise system.