Date & Location

Thursday, November 29, 2012

Westin Times Square
270 West 43rd Street
New York, NY 10036

Competing on Billing: Meeting Rapidly Changing Customer Expectations Through Billing Transformation

Consumerization and recession have combined to force insurance companies to deliver improved service capabilities while simultaneously curbing operational expense: at a time when growth is elusive and revenue is constrained, carriers must respond to rapid changes in customer expectations or lose competitive advantage. Across retail industries and even other financial services sectors customers are becoming accustomed to real-time billing capabilities delivered through their channels of choice.

Insurers are especially ill-prepared to meet today’s customers’ demands for billing functionality because they have tended to prioritize policy and claims system upgrades, with the result that billing systems are older, more expensive to maintain and less flexible. While that places insurers under more pressure, it also opens up an opportunity for insurers to consider departures from traditional billing processes and systems refreshes that can help them more quickly both resolve their billing deficiencies and see a return on their investment. Insurers today can choose from an array of strategies that include recasting business processes, implementing modern billing systems that enable rapid response to changing customer requirements, and also business process outsourcing (BPO) engagements that minimize initial capital investment, enable variable pricing and speed the implementation cycle.

Join Insurance & Technology and MphasiS for analysis and discussion of the billing transformation strategies insurers are considering to meet both customer demands and efficiency imperatives. Topics covered will include:

  • Trends in customer expectations for billing functionality
  • Pain points in insurer’s billing processes and technology
  • How modernization can simultaneously achieve greater service and operational efficiency
  • Comparison of different approaches to transformation
  • Advantages of modern, configurable systems
  • Right-sourcing BPO billing solutions


8:15am - 9:00
Registration / Breakfast / Networking
9:00 - 9:15
Welcome & Introduction - Anthony O’Donnell, Executive Editor, Insurance & Technology
9:15 - 9:55
Analyst Overview - Martina Conlon, Novarica
9:55 - 11:10
Panel Discussion & Roundtable – Moderated by Anthony O’Donnell, Executive Editor, Insurance & Technology
11:10 - 11:30
MphasiS Overview - Our Vision & Strategy

Featured Speakers:

Anthony O’Donnell
Executive Editor,
Insurance & Technology

Martina Conlon

Paul McCaffrey
Chief Financial Officer & Treasurer,
Grange Insurance

Jeff Paraschac
Executive Vice President,
Chief Financial Officer,
PURE Risk Management, LLC.

Ann Weaver
VP, Insurance Solutions,

Produced by: