The full scope of COVID-19′s impact across the world may not ever be fully determined, but its effect on in-person gatherings has been pronounced from the very beginning. This has been an especially challenging time for industries, like insurance, that had conferences and other events planned.

But in times of crisis, the insurance industry finds a way to adapt. This is certainly the case with America's Claims Executive (ACE) Virtual Leadership Forum & Expo, which was redesigned as a virtual event. Whether in-person or virtual, the ACE Leadership Forum & Expo is designed to cover the most critical issues facing claims and insurance executives, from emerging risks and the evolving workforce to enriching the customer experience.

The virtual event, which runs from July 13-15, kicked off yesterday with a keynote, fireside chats, networking time and more. The Day 1 keynote was delivered by Dr. Michael Skiba, vice president, international fraud strategies at INFORM.

Day 1 takeaways

Skiba talked about his vacation to Romania, where he visited Dracula Castle. However, Dracula, or Vlad III, had never actually been to Dracula Castle. After doing a little research, Skiba found the real castle that Vlad lived in. At some point, a gatekeeper there told him, "You don't have to outrun the bear, all you have to do is just outrun the other hikers." After deciding not to go on the hike, Skiba thought how what the gatekeeper said could be applied on a professional basis.

Technology's trajectory in the insurance industry and the world around us is stark. In 2020, there are 50 billion connected devices, up from 15 billion in 2018. Skiba says that humans are still a major driving force behind the technology, so insurance companies need to be agile to meet the demand.

One reason the insurance industry needs to be agile is that many of today's jobs will not be around a few years from now. As technology and the amount of data available expands, the market will look drastically different than it does now. COVID-19, alone, is forcing companies and industries to reevaluate how work is done, so the ability to be agile as time goes on is critical.

Just as companies focus on integrating technology and understand its current trajectory, Skiba says it's important they also know the human component in regards to what motivates us and drives us to succeed.

There are three main theories about what drives behavior: psychological, which centers around mental factors that drive behavior; biological, which focuses on inborn or genetic factors; and sociological, which relates to how society drives actual behavior. Skiba notes that understanding behavior can illustrate what pushes someone to commit insurance fraud as much as motivation and a desire to succeed.

Near the end of his keynote, Skiba said technology is doing one main thing: detaching us from connection points (either internal or external behavior drivers). He says without these connections, negative behavior ensues. To this end, organizations should develop communities to combat technology's negative effects.

"Understanding the human component of technology and what it's doing to us will absolutely help you develop better strategies," says Skiba.

In conclusion, companies that focus on agility and adapt to these external factors will understand that they do not need to outrun that volatile bear environment but instead outrun their friends (non-agile organizations). Organizations that outrun their friend always survive.

"Take this technology piece… the psychology piece, put them together, and you're gonna develop fantastic strategies," says Skiba.

There's still time to participate and learn at the ACE Leadership Forum & Expo. For more information and to register, click here.

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