11 - 12 September, 2018 | London, UK

Conference Day One - Tuesday 11th September 2018

8:30 am - 8:40 am Chairman's opening remarks

8:00 am - 8:30 am Registration and welcome coffee

8:40 am - 9:20 am Striking the Balance Between Technology and People: What Does the Future Have in Store for Claims Professionals

Philip Godwin - Head of Claims Lloyds of London
  • Understanding the shape and structure of the insurance and claims workforce over the next 3 to 7 years and how to plan effectively for the change
  • Is it all about technology and AI or do technical claims skills still matter?
  • Understanding your business: Determining where technologies are most valuable and where relationship building and people are most critical
  • Establishing the right talent strategy: Replacing skills from retiring baby boomers, developing new competencies and training for new technology related skills
  • Ensuring technology complements the business strategy, structure and workforce

Philip Godwin

Head of Claims
Lloyds of London

The insurance sector has continued to change, forcing insurers to focus on customer centricity, improving operational processes, combatting fraud and embracing new technology. This session will take a detailed look at recent disruption, future impacts and how the industry can evolve to survive.
  • What makes a great insurer in today’s environment?
  • What have been the biggest impacts on the sector over the last 12 months and what will be the next wave of challenges?
  • What role will innovation play in ensuring the claims experience continues to evolve and align with the customer of the future?
  • What impact will disruptive technologies like IoT, AI, ML and Advanced Analytics have on customers and business?
  • How can you ensure that the right technology is implemented within the claims department and solves unique business problems?
  • As fraud and cyber crime become more sophisticated, what safeguarding strategies can insurers put in place t? 
  • How can we train, develop and retain claims talent in a future driven by technology?
  • What tips would you offer to someone developing a strategy for claims transformation?

David Fineberg

Head of Claims UK


Jeremy Trott

Claims Operations Manager


Hans Evers

Global Claims Director
BUPA Global


Simon Gallimore

Senior Manager Complex Casualty Claims UK


Robert Smale

Transformation Director


Neil Ashley

Head of Digital Claims

10:30 am - 11:00 am Morning Coffee and Networking

11:00 am - 11:40 am Holistic Approaches to Business Transformation within Insurance: Creating Smart Ecosystems

Polly Fishwick - GI Change Director Legal and General
  • The importance of business change: Developing an end-to-end digital transformation journey to improve customer centricity, efficiency and competitiveness
  • Embracing agile throughout the entire organisation to adapt and react to new market trends: Leadership, buy-in and change management
  • Re-engineering existing processes and embedding them into a digital operating model
  • Replacing legacy systems to maintain pace in a changing market and ensure future tech can be easily integrated
  • Exploring some of the technology and innovations creating value for Legal and General: Smart claims, self service, robotics

Polly Fishwick

GI Change Director
Legal and General

11:40 am - 12:20 pm People and Talent Management in a Changing Environment: Attracting, Developing and Retaining Claims Talent

Jeremy Trott - Claims Operations Manager Allianz
  • What impact will future technology and business models have on claims professionals in the future?
  • Supporting the future evolution of claims: Ensuring culture, functions, roles and development plans are attractive for all levels, skill sets and tenure
  • What are the key attributes to look for when hiring new talent and what is the best process to adopt to approach and nurture: Customer-oriented, collaborative and innovative
  • Retention: Analysing employee experience to determine key reasons employees leave
  • Change management and leadership: Preparing employees for change, and managing expectations 

Jeremy Trott

Claims Operations Manager

12:20 pm - 1:00 pm Technology Demonstrations

This is your opportunity to meet with the vendors in our exhibition area to learn more about the technology and services that are designed to support your projects. These tech demos will last approximately 10 minutes on four cycles with the opportunity to continue your discussion throughout the networking break.

1:00 pm - 2:00 pm Networking lunch

2:00 pm - 2:30 pm Claims Experience Management: Improving Experience, Loyalty and Retention

Oke Eleazu - Chief Operating Officer Bought By Many
  • Building a customer-centric culture at an organisational level: Leadership, strategy and business change that drive a high performance, customer driven culture
  • Developing the right tools internally to identify what customers really need and want: Securing loyalty during the claims process
  • Translating overall business objectives into a customer centric claims departments
  • Improving process transparency to avoid customer confusion, build trust and provide competitive edge
  • Identifying, selecting and implementing emerging technologies that will enhance the claims experience and drive operational efficiency
  • Delivering on the promise made to customers during the claims process

Oke Eleazu

Chief Operating Officer
Bought By Many

2:40 pm - 3:20 pm Gaining a Competitive Edge through Innovation and Transformation

Dylan Bourguignon - CEO So-Sure
  • Improving the claims proposition through improved service: Reputation, pricing and relevance
  • Enhancing the service: Delivering the result for the customer within a timely manner

Dylan Bourguignon


3:20 pm - 3:50 pm Afternoon Coffee Break

Join us for tea and cake whilst our exhibitors demonstrate the latest technologies to help you improve your claims experience

3:50 pm - 4:50 pm Claims Strategy Roundtables:

New for 2018, this series of interactive roundtable discussions will be designed by you, for you. Whilst we appreciate that presentations are a great source of information, we understand the value of discussion based problem solving.
With this in mind, you will select a key topic where you will join your peers and competitors to discuss challenges, develop a strategy and share your feedback with the audience.
You will have one hour in total, with 45 minutes of discussion, followed by a 5 minute presentation from each group.
Roundtable One: Developing and Implementing a Future Proofed Claims Strategy: Predicting Change, Managing Disruption and Meeting the Evolving Needs of Customers
Roundtable Two: Improving Customer Experience: Aligning Corporate Strategy with Claims Strategy
Roundtable Three: Fraud Strategy: Developing Procedures for Identifying, Investigating and Deterring Fraud within Claims

4:50 pm - 5:30 pm Claims Analytics and AI for Fraud Detection and Prevention

Bob Spencer - Head of Claims Counter Fraud Direct Line
  • Demonstrating how AI tech and advanced analytics can improve consistency for identifying suspicious claims and identifying new types of fraud
  • Leveraging technology to combat new and evolving techniques and methods used to defraud within the claims process
  • Cost and time savings: Optimising available resources by accurately combatting fraud and reducing time wasted on false positives
  • Reducing human error: Uncovering complexities and nuances within claims that may be missed by even the most experienced claim adjusters

Bob Spencer

Head of Claims Counter Fraud
Direct Line

5:30 pm - 5:35 pm Closing Remarks from the Conference Chair and Close of the Conference

5:35 pm - 6:35 pm Networking Drinks Reception