Providing the best possible customer experience while moving toward accurate claim resolution is the resounding mantra of claim departments everywhere, and yet a host of impediments often stand in the way of optimizing this vital chain of events.

However, no challenge is insurmountable. Enhancing customer service and refining the entire process—as Michael J. Roche, senior vice president of claims at Allstate Insurance Company, will explain at the upcoming 14th annual ACE America's Claims Event—involves leveraging fresh technologies and strategies. It also means taking a hard look at your claim operations and their relation to the big picture.

Roche will help kick off this year's ACE conference with an informative keynote address titled, “The Customer and the Claims Process.” (The ACE conference is sponsored by Claims Magazine.) Roche contends that insurers can still do a lot to raise the overall bar for customer service. One case in point is the benefits realized by Allstate's multi-year journey to improve the claim customer experience by implementing a new claim technology platform and drastically shifting the organizational mindset. At his ACE presentation, he will talk about what worked for Allstate and how attendees can adopt some of the same thinking to improve their own outcomes.