Lance Ondrej

Senior Executive Vice President & Chief Operating Officer Germania Insurance

CX Insurance Exchange - Day 1

4:20 PM Think Tank Discussion: Claims & Underwriting Automation: How Can Insurers Unlock AI’s Full Potential?

As insurers face growing pressure to improve efficiency while delivering faster, more accurate outcomes, AI-driven automation presents a major opportunity to transform claims and underwriting operations. From data aggregation to automated file analysis, insurers are beginning to unlock how AI can remove manual workloads and enhance operational decision-making. This session will explore how carriers can use AI to improve efficiency, elevate employees into higher-value critical thinking roles & create better customer experiences through faster, more specialized service.

• Discuss where AI-powered automation is delivering real operational efficiency across claims and underwriting workflows…as well as where challenges still remain.

• Address how carriers can successfully integrate automation capabilities, evaluate vendors and scale AI adoption across existing operational structures.

• Uncover why operational AI is becoming a competitive necessity and what insurers must prioritize now to avoid falling behind.

CX Insurance Exchange - Day 2

8:30 AM Keynote Panel Discussion: Cost? Care? Control? What Outcomes Are Journeys Optimized for?

This panel examines the tension between cost control, compliance and customer care and asks whether current operating models are structurally misaligned with trust based experiences in claims.

• Debating whether insurance leadership are optimizing journeys for regulators or customers

• Assessing the risks of both adopting and not adopting AI

• Understanding the long term risk of cost first CX decisions

• Exploring how leaders are rebalancing efficiency with empathy

Check out the incredible speaker line-up to see who will be joining Lance.

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