fastTrack Claims Principles and Practices

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Defining the end to end to claims process focussing on what ‘good looks like’ to drive the best possible claims outcome and experience.

This session will discuss the end-to-end claims process ensuring that attendees are able to take practical ideas into their everyday roles.

The session will focus on three aspects:

  1. What is needed to drive and deliver positive claims outcomes and experiences by demonstrating what good looks like.
  2. The importance of pre-loss planning and how early engagement can have a positive impact
  3. The key themes (i.e. sustainability) currently impacting the Claims environment and how these are being addressed.

By the end of the session, you will be able to:

  • State the key stages in the life of a claim and how they can be managed to achieve a positive claims outcome.
  • Explain why pre-loss planning is so important to preparing for a loss.
  • Cite the key issues that are currently impacting the claims environment.


  • Alastair Thomson, Zurich
  • Sarah Keeper, Zurich