Agenda
Agenda
Agenda
09:00 – 09:40
LIVE Interactive Panel Session: Sustainable Claims
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With ESG currently so high on the insurance boardroom agenda, it was inevitable that the role of clams would soon come into focus. In this session we will invite four claims leaders to debate how claims can be ‘greened up’ to help insurance companies play their part in driving the sustainability agenda. Among the questions we will focus on are:
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Robin Challand was appointed to the role of Claims Director at Ageas UK in 2018 having held a number of senior positions within Ageas.
Robin is responsible for the claims process across all channels including motor, household and commercial. Robin also works closely with the supply chain and external partnerships.
Graham Hughes is Chief Claims Officer of esure. He joined the business in 2015 and is responsible for all claims operations in the group. Graham joined esure from RSA where he was Commercial Claims Director for four years. In this role he was responsible for leadership of the commercial claims area and for circa £1.9bn claims and a team of 300. Prior to joining RSA, Graham was Head of Claims at Allianz responsible for all claims operations and management of circa 600 staff.
Post and Insurance Age content director Jonathan Swift has written and commented about the insurance industry since 1998. He has appeared on television speaking about topics as diverse as the insurance implications of Michael Jackson's death to the consequences of consolidation on motor premiums; and is a past winner of the British Insurance Brokers' Association journalist of the year and Association of British Insurers general insurance trade journalist prizes.
Jonathan has chaired/ hosted over 100 insurance events from roundtables involving a small specially invited audience, to addressing over 2000 people at the British Insurance Awards at the Royal Albert Hall. He is listed as a top 50 insurtech influencer by Insurtech News and presently coordinates the All Party Parliamentary Group for Insurance and Financial Services.
Jim has recently joined Salesforce's Insurance Industry Team and is responsible for driving Strategic Customer Growth. He is passionate about the necessity for Customer Success to be the driving factor in leading us to our Strategic ambitions. Jim has spent over 30 years within the Insurance and Financial Services, working at Aviva, AXA, RBS, Tesco Bank, and the last ten in a Executive Board level role within Cigna International Healthcare. His experience spans leading a start-up and successful growth of a Global Individual Healthcare business - from zero to $3000m within 3 years, led the discovery and implementation of Salesforce across multiple business lines within Cigna International and successfully managed International Strategy, Sales & Operational businesses across multiple blue-chip brands.
10:00 – 10:30
Digital End-to-End Claims – Can Insurers Match Customer Expectations?
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11:00 – 11:30
Panel Discussion: What does ‘good’ look like for claims in 2022?
It sounds like a simple question; but given the turmoil of the 2020 and 2021 - and trends that were already being talked about and predicted before Covid-19 took a grip on the UK, what do customers now expect from insurers when it comes to handling their claims? And how different is it to 2019? Among the questions the panel will look to answer are:
- What lessons have been learned over last two years, and how they will instruct the future?
- Have insurance customers/claimants become more demanding; and how do we match those expectations?
- What role does technology have to play in assisting insurance companies meeting these expectations?
- By the same token, what is the role of the claims handlers and your staff in matching - and indeed beating - expectations and giving claimants the best experience possible?
Post and Insurance Age content director Jonathan Swift has written and commented about the insurance industry since 1998. He has appeared on television speaking about topics as diverse as the insurance implications of Michael Jackson's death to the consequences of consolidation on motor premiums; and is a past winner of the British Insurance Brokers' Association journalist of the year and Association of British Insurers general insurance trade journalist prizes.
Jonathan has chaired/ hosted over 100 insurance events from roundtables involving a small specially invited audience, to addressing over 2000 people at the British Insurance Awards at the Royal Albert Hall. He is listed as a top 50 insurtech influencer by Insurtech News and presently coordinates the All Party Parliamentary Group for Insurance and Financial Services.
Mike has worked in the insurance industry across EMEA for over 30 years. His experience spans both Personal and Commercial lines. He created and launched, in conjunction with RSA, a unique business proposition for the mid net worth market and has worked for a variety of technology companies implementing scale processing systems.
12:00 – 12:30
Insurance Fraud – How Can Insurers Best Prepare for Future Trends?
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During over 30 years with Zurich, Scott has handled claims across all lines of business and all distribution channels and, in a previous role, headed up the Chief Executive’s Complaints Team. For the last 15 years, Scott has been responsible for managing and developing the claims fraud proposition across the General Business in the UK. With a team of over 50 and cutting edge tools and technology, the Claims Investigation Unit have achieved notable success and industry recognition. He chairs Zurich’s Global Fraud Network and is a member of the Association of British Insurers General Insurance Fraud Committee.
Adele Sumner is the Head of Counter Fraud Strategy & Financial Crime at RSA Insurance UK. She has over twenty years of ‘hands on’ experience in counter fraud activity in the insurance sector, including leading RSA’s Fraud Intelligence Team where she developed techniques and experience in the use of the internet, both to assist individual investigations and to obtain data that will enhance fraud detection models. She is widely acknowledged for her expertise in the practical deployment and use of technology to identify fraud and has been an important figure in various fraud technology programmes both in RSA and at an industry level. In her current role she is responsible for developing strategies to tackle fraud and adopts a risk focused, intelligence led approach to combating the external threat fraud posed to RSA. In 2008 she obtained a Master Degree in Fraud Management from Teesside University
Post and Insurance Age content director Jonathan Swift has written and commented about the insurance industry since 1998. He has appeared on television speaking about topics as diverse as the insurance implications of Michael Jackson's death to the consequences of consolidation on motor premiums; and is a past winner of the British Insurance Brokers' Association journalist of the year and Association of British Insurers general insurance trade journalist prizes.
Jonathan has chaired/ hosted over 100 insurance events from roundtables involving a small specially invited audience, to addressing over 2000 people at the British Insurance Awards at the Royal Albert Hall. He is listed as a top 50 insurtech influencer by Insurtech News and presently coordinates the All Party Parliamentary Group for Insurance and Financial Services.
Mark has worked in the general insurance and IT industry for over 30 years. After joining the insurer Commercial Union (now Aviva) as a management trainee, where he specialised in claims, he moved to marketing at Commercial Union’s head office. He later joined Policy Management Systems Corporation (PMSC), a software application provider to the insurance industry, where he was a business consultant responsible for supporting sales of PMSC’s underwriting and claims systems in the UK, other European markets and South Africa. In 2000, he was part of the original team instrumental in launching Claims Outcome Advisor (COA) in the UK, a personal injury quantum assessment tool.
He joined Verisk (then known as ISO) in 2001 when it acquired the COA product. Since then, Mark has been responsible for driving sales of COA, the MoJ & Official Injury Claim Application to Application solutions and automation of personal injury claims, which have become the most used personal injury tools in the UK market. More recently Mark has become involved with helping clients leverage new technologies to swiftly validate policies and claims to combat fraud and using artificial intelligence for vehicle damage triage and estimation. Mark has a wealth of insurance and technology experience and holds a BA (Hons) degree in Financial Services and is qualified as an ACII and a Chartered Insurance Practitioner.
16:00 – 16:30
Claims & Fraud Awards
09:00 – 09:40
LIVE Interactive Panel Session: The power of Leadership and the Claims Talent of the Future
There is a lot of attention presently on claims automation and allowing policyholders to manage their own claims through self-service options. Meanwhile, there is still a lot of uncertainty about how claims volumes across different lines will settle down due to pandemic enforced behavioral changes. In this session we will invite four claims leaders to debate how claims can maintain its pre-eminence as an employment hub of choice within insurance companies. Among the questions we will focus on are:
- How can we make claims more attractive to people interested in pursuing a career in insurance?
- What skills will we expect the claims handlers of the future to have that the leaders of today did not possess during their formative careers?
- Are there any areas of expertise where there has been a brain drain in recent years that needs to be restocked?
- Do claims still have an issue with diversity?
Post and Insurance Age content director Jonathan Swift has written and commented about the insurance industry since 1998. He has appeared on television speaking about topics as diverse as the insurance implications of Michael Jackson's death to the consequences of consolidation on motor premiums; and is a past winner of the British Insurance Brokers' Association journalist of the year and Association of British Insurers general insurance trade journalist prizes.
Jonathan has chaired/ hosted over 100 insurance events from roundtables involving a small specially invited audience, to addressing over 2000 people at the British Insurance Awards at the Royal Albert Hall. He is listed as a top 50 insurtech influencer by Insurtech News and presently coordinates the All Party Parliamentary Group for Insurance and Financial Services.
Mike East joined QBE in April 2015 as Claims Technical Director. Mike is responsible for Large Loss and Major Bodily Injury Claims across Retail and International Markets, including the management of claims arising from mainland Europe, Dubai and Canadian operations. He also has responsibility for technical claims governance, counter-fraud activities and managing QBE's outsourced claims services, including Third Party Administrators.
Mike, who has over 20 years' experience in the insurance claims environment, joined QBE from Canopius where he was Head of Claims since 2006. He is a member of the LMA Claims Committee and recently stepped down as the chair after a 3 year term. He has had positions on the LMA Board as well as the Claims Implementation Board which was responsible for delivering the Claims Transformation Programme. More recently, Mike is participating on the claims workstream for the London Market Target Operating Model. He has a proven track record of managing high value and complex claims, as well as implementing successful claims and change strategies.
I have worked in the Insurance business for over 35 years doing a variety of Leadership, technical, external and managerial Claims roles, most recently back with AXA, where I originally gained my ACII qualification.
Previously I took responsibility for the strategic leadership and technical integrity of Large Claims management at Groupama and after establishing a new function in the role of Head of Claims Technical Excellence & Development with Ageas Insurance in 2013, I broadened my contribution by becoming Head of Claims Technical Excellence & Support in July 2016 leading c.160 colleagues.
In March 2019, l was delighted to accept the role of Claims Technical Services Director back with AXA Insurance where I enjoy the varied responsibility for Large Loss, Technical Strategy, Best Practice, Capability Development, Continuous Improvement, Legal and Technical Field Services.
A Chartered Insurer, I contribute to market issues through membership of ABI PI Committee, CII Society of Claims Professionals Advisory Board, Claims Club Advisory Board, ISCIF (Insurers Serious & Catastrophic Injury Forum) and ABI Property Claims Forum and have responded to the key Government Consultations of recent years.
When not working I enjoy the company of my two daughters, as well as playing cricket, skiing, cycling and watching most sports and hoping Coventry City will regain the glories enjoyed in my youth.
10:00 – 10:30
Interview: Creating a world-class customer experience in property claims
- What improvements and developments do we see contributing to high service levels?
- Key ways to demonstrate the value of your service to customers
- Benefits and considerations around self-service
- What does the future of claim self-service look like?
Post and Insurance Age content director Jonathan Swift has written and commented about the insurance industry since 1998. He has appeared on television speaking about topics as diverse as the insurance implications of Michael Jackson's death to the consequences of consolidation on motor premiums; and is a past winner of the British Insurance Brokers' Association journalist of the year and Association of British Insurers general insurance trade journalist prizes.
Jonathan has chaired/ hosted over 100 insurance events from roundtables involving a small specially invited audience, to addressing over 2000 people at the British Insurance Awards at the Royal Albert Hall. He is listed as a top 50 insurtech influencer by Insurtech News and presently coordinates the All Party Parliamentary Group for Insurance and Financial Services.
Michael Porter has worked in InsureTech for most of his career, in particular within SAAS and digital technologies supporting property claims transformation. Michael joined Symbility Solutions Inc. in 2015 leading their UK business before taking responsibility for the business’ growth outside of North America in 2017. Since the acquisition of Symbility by CoreLogic in 2018, Michael has been leading CoreLogic’s Insurance business in Europe. Today Michael’s focus is on developing CoreLogic’s market and proposition strategy to successfully supports CoreLogic’s Customers through their claims digitisation journey and beyond. Michael has a broad range of experience in the property claims arena, having worked closely with some of Europe’s largest insurers in developing and executing on digital transformation initiatives and market first change programs over more than 10 years.
Andrew Reid is Operations Director at high net worth insurance specialist, Home & Legacy. After beginning his broking career in 1988, Andrew has gained over 20 years’ experience in high net worth insurance. Positions at Towergate and Marsh preceded Andrew joining Home & Legacy in 2008, where he has also held roles as operational underwriting manager and head of claims. Andrew now sets the strategic direction for Home & Legacy’s operations and claims functions, prioritising the delivery of excellent service to brokers and customers, whilst ensuring Home & Legacy is a great place to work. Andrew is ACII qualified.
11:00 – 11:30
Panel Discussion: A new era for personal injury or another false dawn? Early lessons from the OIC Portal
Having gone live in June, this panel will discuss early observations in relation to the new whiplash portal, looking at whether long trailed issues such as litigants in person and any unintended consequences have had as much impact as some had suggested prior to the long delayed launch. Among the issues we expect to discuss are:
- Will whiplash claim volumes continue to fall in light of the lower levels of compensation or is this down to other factors such as technical challenges delaying notification?
- What is the expectation around injured parties pursuing claims without legal representation? At present this is fewer than 10%.
- Will the insurance market see increased volume of liability and/or quantum disputes?
- Will other types of injury become more prevalent in claims involving whiplash injuries?
- Will we see longer recover durations, attracting higher wards through delays in treatment or other?
Post and Insurance Age content director Jonathan Swift has written and commented about the insurance industry since 1998. He has appeared on television speaking about topics as diverse as the insurance implications of Michael Jackson's death to the consequences of consolidation on motor premiums; and is a past winner of the British Insurance Brokers' Association journalist of the year and Association of British Insurers general insurance trade journalist prizes.
Jonathan has chaired/ hosted over 100 insurance events from roundtables involving a small specially invited audience, to addressing over 2000 people at the British Insurance Awards at the Royal Albert Hall. He is listed as a top 50 insurtech influencer by Insurtech News and presently coordinates the All Party Parliamentary Group for Insurance and Financial Services.
Lee Watts joined Allianz as head of casualty claims in November 2015. Lee has over 25 years of insurance industry experience, having also worked at Commercial Union, AIG and QBE, where most recently he held the position of claims investigation services manager.
Lee is responsible for leading the development and implementation of technical claims strategy and best practice across all casualty & disease claims along with oversight of claims fraud across all lines of business.
Lee represents Allianz in market initiatives and contributes to industry discussion and press articles. Lee is a Director of Claims Portal Ltd and a member of the Insurance Fraud Taskforce Legacy group.