14th Annual

Future of Insurance, Sydney 2025

Future-Proofing Insurance: Seizing Innovation, Tackling Challenges, and Shaping a Sustainable Tomorrow
21 March 2025 8:00 am - 5:00 pm
Hilton Sydney
Tickets Available
About the Event

Over the past 18 months, AI innovations and the increasing frequency of natural disasters have reshaped the insurance industry. While AI has streamlined operations, it has also contributed to a rise in customer complaints.

Combined with frequent extreme weather events, this has led to declining customer trust. Insurers are responding by improving transparency, enhancing digital engagement, and offering more tailored solutions.

At the Future of Insurance 2025, discover how the industry is adapting to these challenges, managing emerging risks, and leveraging digital tools where they matter most.

Speakers
Executive Director, General Insurance and Banking
Australian Prudential Regulation Authority (APRA)
Chief Information & Transformation Officer
HBF Health
Chief Customer and Marketing Officer
IAG
Chief Strategy, Innovation and Data Officer
AIA
Chief Technology Officer
MLC
Assistant Director Research and International Relations
Consorcio de Compensación de Seguros (CCS)
Lead Ombudsman - Insurance
Australian Financial Complaints Authority
Executive General Manager Home Claims
Suncorp
Executive Manager Disaster Management
Suncorp
General Manager Transformation, Business
QBE
General Manager Corporate Affairs and Strategy
Council of Australian Life Insurers
General Manager Technology
Open
General Manager Enterprise Architecture and Technology
Rest
General Manager - Data Analytics Automation and AI (CDAO)
iCare
Master of Ceremonies
(MC)
Senior Director
HCL Tech
Chief Commercial Officer
Monoova
Indicative Agenda
  • Key APRA 2025 Regulatory Changes: Overview of the most significant updates and their impact on the insurance industry’s operational landscape.  
  • Balancing Innovation with Compliance: Strategies to embrace digital transformation while ensuring compliance with regulatory requirements.  
  • Mitigating Risks and Adapting to a Changing Climate: Addressing the challenges of affordability and accessibility, and improving outcomes for policyholders through transparency, cooperation, and a long-term perspective. 
  • Data-Driven Experiences: Leveraging data and digital tools to create personalised interactions that boost customer satisfaction and loyalty.  
  • Streamlining Operations: Utilising technology to improve efficiency, reduce costs, and make data-driven decisions that enhance operational effectiveness. 
  • Staying Competitive with Emerging Technologies: Strategies for adopting AI, analytics, and other innovations to enable agile, data-informed decision-making in a rapidly evolving market. 
  • Personalised Experiences: How leveraging data and AI can create tailored digital journeys that enhance customer engagement and satisfaction in insurance. 
  • Streamlining Processes: Exploring the role of automation and digital tools in simplifying insurance processes, reducing friction, and improving overall efficiency for consumers. 
  • Building Trust Through Transparency: Ensuring clear communication and transparency throughout the digital journey to increase trust and address consumer concerns about data privacy and security. 
  • Addressing cross generational expectations and keeping customers through appropriate touchpoints at the right time
  • Addressing the legacy tech challenge, to enable superior service
  • Leveraging the business transformation opportunity of new tech, such as GenAI
  • Modernising Health: health insurers with legacy systems can transform their operations by embracing digital tools, enhancing member experiences, boosting efficiency, and using data-driven insights to adapt to evolving healthcare needs. 
  • HBF’s Transformation Journey: how HBF’s adoption of digital and cloud technologies has improved customer service, streamlined operations, and enabled data-driven decisions for more personalised and proactive healthcare. 
  • Global Opportunities: digital and system transformations are driving global improvements in customer experience, operational efficiency, and innovation, with international case studies demonstrating success in agility, personalisation, and enhanced care delivery. 
  • Assessing the Damage & Claims Response: How insurers are managing the surge in claims from the DANA floods, ensuring rapid payouts, and supporting affected communities. 
  • Climate Change & Evolving Risk Models: The impact of extreme weather events on risk assessment, pricing, and policy structures to create more resilient insurance solutions. 
  • Future-Proofing Coverage & Customer Protection: Innovative strategies, regulatory collaboration, and sustainable policies to address the growing risks of climate change. 
  • Technology Driving Innovation: how emerging technologies are enabling the development of innovative products tailored to individual needs.
  • Personalised Solutions: benefits of customising products to align with individual preferences, financial situations, and long-term goals.
  • Addressing Security and Regulatory Concerns: security, transparency, and regulatory implications of integrating cutting-edge technologies into existing products, services and systems, ensuring consumer protection and trust.
  • Optimising Technology Stacks: Selecting and deploying modern platforms and applications tailored to address specific business challenges, such as automating claims processes and enhancing customer interaction. 
  • Seamless System Integration: Leveraging phased implementations and rigorous testing to integrate new technologies while maintaining system operability and minimising downtime. 
  • Technology Ready Teams: Providing targeted training and resources to ensure teams can effectively leverage new platforms and applications, fostering a culture of innovation. 
  • Enhancing Customer Experience: how AI and chatbots have changed how customers engage insurers, the impact on experience and decline in satisfaction. 
  • Streamlining Operations: the role data analytics and technology have in the claims process, why it was implemented and how it has changed the traditional role of claims. 
  • Continuous Improvement: areas for enhancement in claims processes through personalised communication and ongoing customer feedback. 
  • Turning Complaints into Trust Builders: AFCA recorded over 105,000 complaints in 2023-24, highlighting an opportunity for insurers to rebuild trust and strengthen customer relationships through proactive resolution. 
  • Complaints as a Customer Compass: Complaints offer valuable insights into customer needs, service gaps, and industry trends, providing insurers with a roadmap for meaningful improvements. 
  • The Path to Zero Complaints: By addressing systemic issues and prioritising customer-first strategies, insurers can drive lasting change and move closer to achieving AFCA’s vision of zero complaints. 
  • Identifying Operational Risks: critical operational risks linked to product and technology innovations in insurance, such as integration hurdles and data security issues.
  • Overcoming Challenges: effective strategies to tackle barriers to innovation, including regulatory compliance and workforce preparedness, for successful implementation.
  • Leveraging Opportunities: how adopting innovation can foster growth, enhance customer experiences, and provide competitive advantages in the dynamic insurance landscape.
  • Impact of Climate Catastrophes: as natural disasters become more frequent and severe, insurers face surges in claim volumes and overwhelmed call centres, placing immense strain on operations. 
  • Leveraging Technology for Preparedness: by harnessing AI and data analytics, insurers can predict disaster patterns and severity, enabling proactive responses and more effective resource allocation to manage the increased demand. 
  • Preparing for the Future: to stay resilient, insurers must not only educate and prepare customers for such events but also deliver swift, empathetic support during crises. Adapting to these challenges will be crucial for maintaining trust and ensuring long-term success in an increasingly volatile landscape. 
  • The Australian government’s modernisation of the payments system will significantly impact insurers, particularly in operations, compliance, and customer expectations.
  • David Greene, Chief Commercial Officer at Monoova, will discuss how insurers can leverage innovative payment technology to maintain competitiveness, boost efficiency, and improve customer experience.
  • This keynote will provide actionable insights to help insurers navigate the evolving digital payments landscape and adapt to industry changes.
  • Rising Mental Health Claims: The past decade has seen a steady 10% annual increase in mental health claims, highlighting the growing demand for support and care. 
  • Understanding Customer Needs: How insurers can better understand the underlying causes of mental health claims to provide tailored support and improve the claims process. 
  • Creating Sustainable Solutions: By leveraging technology and data-driven insights, insurers can streamline the claims process while fostering a supportive, long-term relationship with policyholders. 
  • Addressing a Growing Need: the increasing demand for cyber insurance as data breaches, hacks, and leaks become more frequent and costly for businesses. 
  • Trends Shaping Cyber Insurance: emerging trends in cyber insurance, such as new coverage models, evolving risk assessments, and the rise of tailored policies for different industries.  
  • Mitigating Risks: how businesses can leverage cyber insurance to mitigate financial and reputational damage, and the importance of integrating it with broader cybersecurity strategies. 
  • Data for Competitive Edge: how data-driven decision-making can provide a competitive advantage, enhance customer experiences, and fuel innovation in insurance products and services.
  • Managing Risks with AI: challenges in integrating AI and data technologies, including navigating regulatory compliance, ensuring cybersecurity, and maintaining system scalability to mitigate operational risks.
  • Balancing Innovation with Trust: the human impact of AI-driven innovations, focusing on how customer data is used, the importance of privacy, and the need for transparent, ethical practices in data usage to maintain customer trust.
Testimonials
Hear from previous attendees

The day was very interesting. Thanks for the support from the FST team.

Executive Director Insurance

Australian Prudential Regulation Authority (APRA)

Future of Insurance, Sydney 2024

Fantastic event, interesting spread of topics and speakers and a highly engaged audience.

Future of Insurance, Sydney 2024

As always, another fantastic FST event whereby industry peers connect, and emerging insights are shared amongst the presenters. Wonderful to see so many familiar faces at the event from what is a small Insurance Industry.

Chief Operations, Transformation and Technology Officer

Tokio Marine Nichido

Future of Insurance, Sydney 2024

Thanks for the opportunity to be part of the event. I enjoyed the sessions and appreciated the opportunity to talk a bit more about Honey

Chief Product and Technology Officer

Honey Insurance

Future of Insurance, Sydney 2024

Thanks for the opportunity for TAL to present at the conference – the sessions were really interesting!

Chief Information Officer

TAL

Future of Insurance, Sydney 2024

It was indeed an interesting and insightful conference with many key speakers. There are great insights to bring back to my business unit for consideration.

Senior Manager Corporate Pricing

AIA

Future of Insurance, Sydney 2024

FOI provided me insights of what is possible in the industry for the future. I'm excited. I really liked the neurodiverse session which gave a different insight, well done!

Business Analyst

TAL

Future of Insurance, Sydney 2024

Contact Us
For sponsorship enquiries:
Brigitte Guerin
Commercial Director
T: +61 417 678 632
For delegate enquiries:
Dianne Emnace
Head of Delegate Sales
T: +61 2 7912 1451
To participate as a speaker:
Jasmine Haw Alvarez
Conference Producer
T: +61 2 8484 0918
For event and marketing enquiries:
Jessica Cozanitis
Marketing Executive
T: +61 401 422 928
To participate as a speaker:
Murali Ramesh
Production Director
T: +61 2 8484 0904
Register Interest