Insurance Business’s flagship Claims Leaders Summit returns to Sydney on May 12, 2026 – and at its heart is the Claims Operations Stage, a free, fully programmed stream where claims leaders can drill into the mechanics of performance, workforce resilience, and customer experience in real operational detail.
Designing the Next Era of Claims Leadership at The Fullerton Hotel, Sydney, brings together senior claims and insurance leaders for a powerful day of strategy, innovation, and real‑world problem‑solving. Built around two complementary stages – the high‑impact Main Stage and the deeply practical Claims Operations Stage – the summit tackles AI, next-gen contact centres, Nat-Cat surge, supply chain strain, AFCA complaints, and fraud. With 6 ANZIIF‑accredited CIP points on offer, it’s designed to shape your 2026 claims agenda and sharpen both strategic and operational thinking in one focused day.
While the Main Stage navigates the big external forces reshaping claims, the Claims Operations Stage is about what you can change on Monday morning. Across seven tightly curated sessions, it dives into smarter process design, streamlined workflows, next-gen contact centres, and frontline performance your team can action immediately. Leaders will hear how Young Insurance Professionals (YIPs) are reshaping perceptions of insurance and making claims careers compelling again, with practical ideas to modernise culture and bridge generational gaps. You’ll also cut through the assumptions around outsourced versus in‑house motor repair performance, exploring real outcomes across cost, cycle time, and customer experience – and exposing the often‑hidden costs of insourcing, including people, systems, training, and scalability.
The Operations Stage looks ahead to the future of claims platforms, exploring the shift from traditional claim management systems to ecosystem orchestration. You’ll see how evidence capture, intelligence, and workflow execution can connect insurers, brokers, assessors, builders, suppliers, and customers in a single, intelligent environment that lifts both efficiency and experience. Automation’s human impact is front and centre. As simpler, undisputed claims are increasingly automated, the program examines “survivor bias” in claims – where staff are left with a portfolio dominated by complex, contested and emotionally demanding cases – and what this means for workload design, support structures, and retention.
People, culture, and wellbeing are core themes across the afternoon. Sessions will unpack how to future‑proof the claims workforce by upskilling early‑career staff for complex, tech‑enabled roles, rebuilding mentorship and coaching in hybrid environments, and positioning claims as a visible, purpose‑driven career path for the next generation.
You’ll also reimagine the claims journey as a genuine brand differentiator, shifting from pure processing to emotionally intelligent, human‑centric touchpoints that turn moments of stress into moments of advocacy. Finally, the stage explores operational relief as a wellbeing strategy – using clearer workflows, smarter meetings, and reduced cognitive load to protect frontline teams and build long‑term resilience.
With the full Claims Operations Stage agenda already locked in and tickets priced at exactly zero, there’s no barrier to getting operations leaders, managers, and emerging talent into the room. Step into the Operations Stage for free, access seven targeted sessions plus networking with peers from across the sector, and leave with a concrete plan to lift performance, cut disputes, and protect both customers and margins.
Claim your free Claims Operations Stage pass at the Claims Leaders Summit on May 12, 2026, at The Fullerton Hotel, Sydney – and help design the next era of claims leadership from the operational core.
