Australia’s claims leaders will again make their way to The Fullerton Hotel, Sydney, on May 12, 2026, for the latest Claims Leaders Summit – a one‑day forum dedicated to “Designing the Next Era of Claims Leadership.” In a year defined by AI disruption, Nat-Cat volatility, mounting complaints, and relentless cost pressure, the 2026 format is built for leaders who want straight talk, practical ideas, and the right people in the room.
Instead of a single‑track conference where delegates sit through endless slide decks, the summit mirrors the complexity of today’s claims environment. Attendees move between a high‑impact Main Stage, a focused Claims Operations Stage, and small, peer‑driven discussion tables – each offering a different way to learn, compare approaches, and test their own thinking.
On the Main Stage, senior voices from insurers, regulators, technology, and operations will tackle the big questions shaping Australia’s claims agenda. How are leading teams really using AI – from triage to contact centres to straight‑through processing – and where does human judgement still need to call the shots? What does a realistic response to Nat-Cat surge look like when supply chains are stretched and customers expect constant updates? How are organisations handling AFCA‑driven complaints and fraud risks without sacrificing fairness or trust?
For leaders tasked with turning strategy into day‑to‑day performance, the Claims Operations Stage gets into the engine room. Sessions dive into smarter process design, streamlined workflows, and next‑generation contact centres that support frontline staff instead of overwhelming them. The long‑running debate over outsourced versus in‑house motor repair is unpacked with an eye on cycle time, cost, quality, and customer satisfaction. With six no‑cost operational sessions, there is space for operations managers and rising talent to plug directly into practical, immediately applicable insights.
The most candid conversations often happen at the “Claims Leaders Unplugged” discussion tables. These peer‑led groups bring together leaders around specific themes – AI, workforce capability, brokers and builders, travel, motor, and PHI/life. The format is deliberately informal and interactive: delegates put real challenges on the table, compare what’s working (and what isn’t), and leave with ideas they can trial as soon as they’re back in the office.
Networking is not relegated to a drinks reception. With 350‑plus industry leaders expected – from heads of claims and senior managers to loss adjusters and key supply chain partners – every break and small‑group session is a chance to benchmark with people facing similar volumes, regulatory expectations, and media scrutiny. Those conversations help leaders recalibrate what “good” looks like in areas such as dispute reduction, customer communication, fraud control, and supplier management.
Across the day, insurance professionals can expect to sharpen their plans for talent and capability, clarify where AI genuinely adds value, navigate heavier regulatory and AFCA pressure, and reduce friction across the end‑to‑end claims journey. For claims leaders intent on protecting both customers and margins in 2026, spending a day at The Fullerton Hotel in May is an opportunity to reset, compare notes with peers, and help shape how Australia responds to the next era of claims.
