Agenda

Agenda

Claims Club Meeting 1 Agenda

09:1010:00

Handling claims in a digital age: How insurtechs are changing customer expectations at the moment of truth

09:10 - 10:20

Live-Stream Panel Discussion

In this session we will hear from - and have a chance to question - a number of people who manage claims on behalf of the new breed of insurtech start-ups; businesses looking to reinvent the customer journey from cradle-to-grave, using the latest technology to make it as seamless and frictionless as possible.

Among the topics we will seek to address are:

  • What is the insurtech difference when it comes to claims handling?
  • What lessons have insurtechs learnt from other sectors – and incumbent insurers – in modelling what to do (and not to do) regarding their claims processes?
  • What makes a good insurtech claims manager/handler in terms of skillset and background?
  • Insource versus outsource; traditional insurers have boasted that as the moment of truth claims should largely be handled in house; how true is this with start-ups?
  • If working with third parties, how do you align their processes/culture with your own to create a frictionless claims journey, with as few (or many) touch points as the policyholder demands?

Listen here

 

Joe Pendle

Managing Director Verisk Claims, Europe

Verisk

Joe joined ISO (a member of the Verisk Analytics Family of Companies (www.verisk.com) in early 2004, and in 2020 celebrated over 40 years’ experience in the Insurance Industry.

Joe leads the Verisk Claims Division in Europe helping customers reduce their overall costs and helping them to manage their portfolio of claims through the use of technology and data analysis.

Joe has helped Verisk significantly increase its market share, so that most insurers in the UK are now customers of Verisk claims products and services.

Joe has overseen the acquisition of other claims businesses to increase the breadth of services Verisk can offer its customers.

Under Joe’s leadership the company has established a reputation for delivering and meeting commitments to customers, leading to the team winning many industry awards including one for Supporting the Industry for the work done to help the ABI and Ministry of Justice understand the likely impact of the Government’s Whiplash Reforms. 

Joe regularly contributes articles and commentary to many industry publications and journals such as Post, Insurance Times, Strategic Risk, Insurance Age, MASS Magazine, Claims Magazine and the Journal of Personal Injury Law.  Joe was invited to sit on Lord Justice Jackson’s working party on the use of Quantum Assessment Tools in personal injury claims.

Joe has been a regular Judge for Industry Awards including 3 years as a Judge for the Personal Injury Awards and the Chairman of the inaugural Claims Technology Awards.

Prior to joining ISO Joe had over 23 years working for insurance organisations including MIB, Endsleigh Insurance, City of Westminster Insurance, AGF, Sentry, Shead Motor Policies, Allstate and Federated Insurance Company.

Joe takes an active interest in sport, particularly football and cricket where he volunteers as youth coach for local children and is an enthusiastic supporter of Manchester United.  Joe is married with 3 children.

Andy Warren

Head of Claims Operations

Ticker Insurance

Andy has had a diverse career predominantly in  large operational and supply chain based roles with global giants such as Microsoft, IBM and for a number of years with The Walt Disney Company in California.

Having headed claims and supply chain at RSA Insurance for several years his wide reaching knowledge of claims embraces motor, injury,  property, pet, marine and commercial lines. Andy departed RSA in 2017 having had 16 years building a slick, forward thinking and profitable claims business. 

More recently Andy has built a new claims function at Ticker Insurance, the young driver and van driver telematics company that was founded by Insurance legend Richard King together with Gary Lineker. Andy works closely and advises industry technology leaders Audatex and is currently assisting the fast growing insurance consolidator, Atlanta,  with integration of their claims businesses Swinton, Carol Nash and Autonet. 

Andy is passionate about claims, serving the customer and embracing partnership with his supply chain contributors. 

Christine Matthews

Head of Claims

Bought By Many

Christine Matthews is Head of Claims at insurtech Bought By Many. With over 30 years industry experience, Christine held several senior positions at AXA before joining Bought By Many. Playing a key part in developing Bought By Many's innovative claims process, Christine is helping them make insurance better for everyone by simplifying and shortening the claims cycle for vets and customers. 

Bought By Many was recently awarded the Contribution to Gender Diversity Award at the Women in Insurance Awards, and was named the UK's most trusted pet insurer by MoneyWise last year. 

Kath Mainon

CEO - Claims Solution

Davies Group

Kath is a Chartered Insurer with more than 20 years’ experience in the claims sector. Kath joined Davies in 2014, following the acquisition of MFS. Prior to that Kath worked as Head of Claims Handling for DAC Beachcroft after heading up the development of the TCS Claims outsourcing business for Endsleigh Insurance. Kath has in-depth experience of all aspects of commercial and retail motor claims including corporate and the Lloyds’ market. In recent years Kath has been a keen sponsor and advocate for the introduction of technology and innovation into Davies claims handling.

10:0010:20

Using Technology to Generate Better Outcomes for Clients and Policyholders

10:00 - 10:20

Building on the first panel, in this session Davies’ Kath Mainon will explore how using technology in the right places throughout the claims journey improves the customer experience and streamlines processes. She will focus on how using virtual reality to train claims handlers, adding robots to claims call centres, through to virtual claims handling and measuring customer engagement throughout the cycle generates better outcomes for clients and policyholders.

Kath Mainon

CEO - Claims Solution

Davies Group

Kath is a Chartered Insurer with more than 20 years’ experience in the claims sector. Kath joined Davies in 2014, following the acquisition of MFS. Prior to that Kath worked as Head of Claims Handling for DAC Beachcroft after heading up the development of the TCS Claims outsourcing business for Endsleigh Insurance. Kath has in-depth experience of all aspects of commercial and retail motor claims including corporate and the Lloyds’ market. In recent years Kath has been a keen sponsor and advocate for the introduction of technology and innovation into Davies claims handling.

10:2010:50

Networking Session

10:20 - 11:50

10:5011:20

Catching a cold: What is the solution to the CMC nuisance call epidemic that blights Britain?

10:50 - 11:50

In this session Claims Club members will hear from Aviva about how research it has carried out proves that cold callers continue to flout the law.

Despite the introduction of new rules designed to protect consumers – such as the Financial Guidance and Claims Act 2018, which stipulates firms require consent from the person they are calling – there is still a clear need to monitor and enforce compliance to improve consumer protection.

We will hear about the rise in a black market for car accident data and how Aviva is proposing that solicitors should declare the means by which the client was obtained, and through which business the client was referred.

The ultimate aim being that increased transparency will improve confidence in the claims process - and help restore some much-needed credibility to the injury claims arena.

Andrew Morrish

UK GI Claims Director

Aviva

Andrew is the UK P&C Claims Director at Aviva. He’s a life-long insurance guy with a passion for customers and technology. With an unusual combination of experience in IT, Change and Insurance he leads the development of digital and analytics solutions aiming to make claims service effortless, fast and fair. He has delivered industry-level technology change and is a regular spokesperson on industry issues and reforms.    

Andrew is a trustee of two UK-based charities, with particular interest in education and social care provision in Kwazulu Natal, South Africa. He is married with three children. 

He is a Chartered Insurer and holds a Masters in Business Administration (MBA) from Warwick University.

11:2011:50

Combatting Commercial Property Fraud

10:40 - 11:50

In this session we will hear about how Zurich Insurance helped identify and investigate what IFED considers the largest commercial insurance fraud conspiracy resulting in five men being sentenced to a collective 14 years in prison.

Post Claims Club members will learn about how that between December 2012 and April 2016 the gang identified four bars and one restaurant across England and one by one they used them to facilitate their fraud using the same ‘MO’ of escape of water from a burst pipe. After leasing each of the properties using a shell company, they proceeded to incept a total of 26 commercial property policies, each with a different insurer, and then make a fraudulent claim on each policy.

The presentation will highlight how they perpetrators were brought to justice; what lessons can be learnt; and how processes can be improved to prevent similar frauds happening again. 

Scott Clayton

Head of Claims

Zurich Insurance

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.