AOA Seminar 2023 session details
Time/Session

Speaker

Speech outline

26/Sep(Tue)9:00 – 10:15
Session 1(Opening andKeynote speech)

Rodney Scanlon
CEO Capricorn Mutual(Australia)
Fumio Yanai
Chair AOA(Japan)
Rob Wesseling
Chair ICMIF(Canada)
Melina Morrison
CEO BCCM(Australia)

Welcome speech including indigenous welcome ceremony
from the host organization.
Opening speech from the AOA Chair.

Adam Heath
CEO FMG(New Zealand)[He aha te mea nui o te ao? (What is the most important thingin the world?)]
Join Adam in exploring FMG, New Zealand’s/ Aotearoa’s leading
rural mutual insurance company. He'll reveal what distinguishes
FMG from other insurers, focusing on FMG’s core Values,strategy, and resilience in adversity.
Specifically in theaftermath of Cyclone Gabrielle and the Auckland Anniversary
Weekend floods - FMG’s toughest claims challenge in its 118-year
history.
Discover how FMG has emphasized the intimate nature ofmutual insurance in its response. FMG’s Vision is to help build
strong and prosperous rural communities, guiding the company
through tough times. Its Values, reflected in Te Ara Tika (the wayforward) underpin FMG’s belief that it will “do well by doinggood”. With a balanced approach to profitability, customer
loyalty, and employee satisfaction brought to life via the Service
Profit Chain. Learn about FMG's sustainability commitment andB Corp membership journey.
Adam's talk will illustrate the shared journey of FMG and its
Members, offering invaluable insights and learnings for others.
[1CISP’s Journey in Creating an Attractive Workplace]
The phrase "War for Talent" was coined by McKinsey in 1997 todescribe the difficulties businesses face in finding and hiring
skilled workers. With demographic changes and increased
demand for certain qualifications, talent attracting, retaining, anddeveloping in many industries is becoming more of a "battle" for
top talent, the cooperative and mutual industry are not exemptedof it. Business (including cooperative and mutual leaders) leadersand HR professionals for many years have been discussing this“War for Talent” given that organizations strive to find ways togain a competitive edge in the marketplace. This is more relevant
now more than ever after post pandemic and also in this age ofdigitalization.

26/Sep(Tue)
10:35 – 12:40
Session 2(How to create
anattractiveorganization)

Cecilia Laguna
EVP&COO 1CISP (Philippines)

Naoki Beppu
Deputy General Manager, HRDept. Zenkyoren (Japan)

Speech from the ICMIF Chair.
History and future vision of mutual insurance sector inAustralia.

Given that, it is imperative to build an attractive workplace. A
place that values integrity diversity, equity, inclusion, open
communication, collaboration, and work-life integration. A placethat provides growth opportunities and proudly recognizes
employees contributions, achievements, and milestones. A
positive and supportive work environment will surely make anemployee excited to go to work and commit to the organization.
And this is what 1CISP would like to share with each one.
[Creating an attractive organization for JA Kyosai –Workplace with passion, integrity, and peace of mind]
1. JA Kyosai works to create prosperous living for members andusers by providing insurance securities in order to protect theirlife and property as well as agriculture and local communities.

1Time/Session

26/Sep(Tue)
13:40 – 15:15
Session 3(CX: Sustainable
customerexperiencestrategy
Branding,Channels,Products, Valueadded services,Royalty,etc)

Speaker

Tadao Takahashi
Senior Managing Director
Kokumin Kyosai co-op (Japan)

P.A. Kiriwandeniya
Chairman Sanasa Insurance(SriLanka)
Jacky Mills
Chief Experience Officer Capricorn
Society (Australia)

26/Sep(Tue)
15:35 – 17:15
Session 4(Digital:Strengthening
customer
services throughdigitalinnovation&digitaltransformation)

Emeteria Quijano
CEO ASKI MBA(Philippines)

Speech outline
2. Under these circumstances, the social environment ischanging such as diversification of values that emphasize worklife balance in recent years and changes in working population
due to aging and birthrate declining. In addition, various issues
such as decrease in communication opportunities triggered by
the Covid-19 pandemic have been occurring. We will explain
specific initiatives aimed at becoming an organization that ischosen by society and employees in response to these issues,
3. Furthermore, in this session, as one of the activities to gain
impetus for our communication I would like to introduce ourcard game (named as "Shim Card") by playing with participants
to enjoy and understand each other. Don’t miss it!
[CX-Challenge: Focusing on the customer experience tocontinuously innovate member-relationship operation]
Modern customers have been increasingly taking more lead in
consumption
behavior
thankstodiversification
ofcommunication tools, commoditization of products in markets,and the development of DX, Digital Transformation. In order toadapt to such recent market changes, Kokumin Kyosai Co-op is
now promoting CX, Customer Experience, for sustainable
relationship and collaboration with its members, reflecting theirdemands and opinions of customers. Additionally, theorganization believes that better CX requires enhanced EX,
Employee Experience, such as satisfaction, passion, and loyaltyof employees nurtured while working and belonging to thecooperative. Tadao Takahashi shares an overview of the projectand efforts called CX-Challenge.
[Sustainable Business Model][Fostering a positive Member experience at Capricorn]
As a Member-based organisation, proudly operating bycooperative principles, Capricorn has always placed Members at
the heart of everything we do. We also recognise that ourCapricorn community extends further to include PreferredSuppliers, our employees and our Members’ employees. To fostera positive experience for Members at every stage of their journeywith Capricorn we need a synergistic relationship between allparts of the community.
To assist in delivering on its Purpose, Capricorn has developed abroad program of market and Member research. Listening to andacting upon feedback from Members is critical to enabling a
Member obsession across all our teams. Jacky Mills, ChiefExperience Officer, will share highlights from this program andplans to continually develop this into the future.
[Responding and Adapting to DI and DX: The ASKIExperience]
I. Introduction-Overview about ASKI Group(This will briefly introduce the ASKI Group, its strategic business
units, areas of operation in the Philippines to give the audience aglimpse about ASKI)-Highlights about ASKI Mutual Benefit Association (ASKI MBA)
(It will highlight the operation of ASKI MBA as one of thestrategic business units of ASKI)
II. Digitalization Initiatives-Microinsurance MBA Association of the Philippines (MiMAP)(As a member and past President of the Microinsurance MBA2Time/Session

SpeakerSpeech outline
Association of the Philippines, Ms. Quijano will discuss briefly
the digital innovation of the network and in a nutshell some of itsmembers)-ASKI Group(Ms. Quijano will discuss the digital innovation initiatives of theASKI Group)
III. Joys and Challenges of the Digitalization Journey of ASKI
(This section will share the joys and challenges of ASKI in its
digital innovation)
IV. 3-minute Video Presentation on one of ASKI’s DigitalInnovation(As a concluding part, Ms. Quijano will share a 3-minute video ofASKI featuring its Loan Management System. It is one of thesemi-finalist in the 1st Digital Financial Inclusion Award
sponsored by the Microfinance Council of the Philippines,
Bangko Sentral ng Pilipinas, and the Citi Foundation)

Shigeru Sakamoto
Operating Officer Sales Promotion
CO-OP Kyosai(Japan)

Ashaben Ajmer
Chairperson Vimo SEWA(India)
Ruchi Agarwal
CEO Vimo SEWA(India)

27/Sep(Wed)
9:30 – 10:40
Special speech

Yannick Even
Global Analytics Business Partner
Swiss Re(Switzerland)
Piyush Sharma
Senior P&C Analytics Solutions
Manager Swiss Re(Australia)[CO-OP Kyosai - Realization of Human-Centered DX with COOP Members’ Voice -]This presentation will introduce the outline of CO-OP Kyosai,
discuss the DX developed along with members' voices andpromotion of digital technologies which are friendly members
and also co-op staffs across Japan. CO-OP Kyosai members, whoused to be mainly housewives, now lead diverse lifestyles,
especially among women and young people. Using digitaltechnology, CO-OP Kyosai is developing systems which can stayclose to individual member.
CO-OP Kyosai is also focusing on creating a system that does notleave anyone behind at the same time with promoting
digitalization. This presentation introduces the efforts of CO-OP
Kyosai with DX technologies, which aims to provide
comprehensive support for the members' livelihoods and create
a mutual aid members can feel supporting each other.
[Digital journey of VimoSEWA]
1. Transition of the organization from manual and paper
operations mode to digital platforms gained momentum during
COVID 19 lockdown and restrictions. Online training andmeetings replaced physical meetings during those days. This
ensured uninterrupted services and operations.
2. VimoSEWA developed its own Mobile Application which is thedigital interface for end to end operations be it Policy enrolmentor claims intimation for staff and front line insurance promoters.
The app also serves as a CRM system.
3. Digital financial literacy for frontline insurance promoters andcommunity members is done in various geographies to impartawareness on financial security and risk management.
Dissemination of information about insurance is facilitated bydeploying a mix of behaviour change communication tools andIEC material in digital and printed formats.
4. Insurance marketing and promotion is also done by leveraging
AV tools and digital platforms. Our frontline insurance
promoters also use the mobile app and offer insurance services
through digital methods.
[AI and Machine Learning to Drive Innovation in Insurance]
In this presentation, we will explore how practical machinelearning is reshaping the landscape of insurance, bringing
tangible value and innovation across APAC.
1. Future of data analytics and AI in (re)insurance

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Time/Session

27/Sep(Wed)11:00 – 13:00
Session 5(Climate Action
Initiatives)

Speaker

Speech outline

Rade Musulin
Principal
Finity Consulting(Australia)

Alison Drill
HeadPCSS
Re(Australia)

APAC

Noel Raboy
CEO CLIMBS(Philippines)

Swiss

Yannick Evens will give a comprehensive insight into AI'strajectory, spanning trends, applications throughout theinsurance value chain, and the pivotal challenges entailed inshaping an effective AI strategy
2. Data analytics and AI at work: realizing value in insurance
through practical machine learning
Piyush Sharma will talk through practical examples of instanceswhere Swiss Re Reinsurance Solutions has enabled P&C insurers
to utilise analytics and machine learning in their business. We
will deep dive into three areas:a. Utilizing external datasets to enhance property risk
understanding across Japan, Australia, and New Zealandb. Efficient claims triage and response through AI on aerial
imageryc. Enhancing customer retention rates through insightful MLdriven customer behaviour analysis[A Holistic View of Climate Risk: Extreme Weather, RisingSeas, Decarbonization, Economics, Politics, and How They
Interact]
Climate risk is about more than super typhoons and raging
bushfires. It also is triggering enormous changes in how wepower our economy, build supply chains, disclose risk, andmeasure economic activity. This changes the risk (andopportunity) landscape, requiring risk managers to take a holistic
approach to risk management considering complex interactions
across many disciplines. This session will review the implicationsof this for financial institutions.
[Insurance initiatives to respond to Climate Change]
As a practical example of how re/insurers are responding toclimate change risks, Alison will outline how Swiss Re seeks toembed climate risk into its Sustainability strategy, and provide
examples of climate risk innovation and solutions with relevancefor APAC insurers:
1. Measuring physical climate risk from natural catastrophe
hazards and climate change impacts
2. Encouraging risk reduction and climate adaptation in face of
insurance affordability challenges
3. Underwriting and product responses for transition risks
4. Embedding sustainability into risk management frameworks
and business strategy.
[CLIMBS Initiative for Climate Change]

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