Claims Club Live

Claims Club Live

Claims Club Live

Claims Club Meeting 1 took place on the 13 May 2020, allowing attendees to stay connected with the insurance claims market while we work from home. 




COVID-19 and the Future of Claims

08:30 - 09:00

Welcome to another Claims Club Live digital session, a podcast recording with experts and industry professionals to analyse the impact of COVID-19 on claims operations, and the potential backlash of the public relations dilemma many firms find themselves in.  Tune in and listen to our panel discussion tackle questions including:

  • How have you reacted to the Coronavirus pandemic, what were the biggest challenges in adapting to the disruption caused by the pandemic? How have you adjusted claims operations to meet the needs of the “new normal”? 
  • How much does the insurance industry need to worry about the fallout of the ‘business interruption’ fiasco and claims situations they find themselves in?  Is this a similar PR concern that the banking industry found itself in during the last financial crisis?
  • What measures would you think need to be taken to ensure that when there is another situation like the current pandemic, insurers and customers can undergo a smoother, fairer claims process?
  • Will technology be the big decider in future claims operations and what tech will be leading the way?
  • Could we see a ‘levelling’ that will occur over the course of the next few months, as larger insurers suffer more than others as a result of the fallout of the COVID-19 pandemic?
  • Does the regulator need to do more to enforce the payment of claims?

Listen here

Jonathan Swift

Director of Content

Insurance Post

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.

Graham Smart


The Chartered Institute for Loss Adjusters

Graham holds the global position of Chief Commercial Officer at McLarens, reporting to the Chief Executive Officer.  In this role, he provides leadership of McLarens’ commercial strategy with responsibility for the management and development of key client relationships, whilst driving innovation and service offering expansion.

Beginning his loss adjusting career in 1991 in Liverpool, Graham is an Associate of the Chartered Insurance Institute and qualified as a Chartered Loss Adjuster in 1997.  Now based in London, before taking on this newly created role in 2019, he was Managing Director of McLarens’ UK and European businesses.

As a practicing adjuster, he handled losses in many jurisdictions, particularly in the property, business interruption and casualty arenas whilst also having responsibility for key global corporate accounts. 

He is passionate about the development of the loss adjusting profession and as President of the Chartered Institute of Loss Adjusters, has championed the strategy “Ready Now and Ready for the Future”.

Graham has a keen interest in sports including skiing and scuba diving but football is his true sporting love.  As well as continuing to play, he is an avid supporter of Liverpool FC.    

John Pyall

Head of facilitated claims unit


John Pyall has a M.B.A. and a Post Graduate degree in Business Administration. He has worked twenty-five years for Munich Reinsurance. Originally in the legal section of their Claims Department in London has now returned there to be responsible for claims arising from their Great Lakes Facilitated operation, in the meantime he spent five years as Regional Head of Claims and Underwriting Services in their Singapore Office, then head office in Munich as coordinator of their international claims departments in Asia Pacific And Africa and on to Hong Kong, heading up the regional claims unit as well as continuing his role as the Claims Co-ordinator for their International Organisation.

Among other articles, he has been author and technical editor of the Chartered Insurance Institute book on Reinsurance and author of the Claims section of the Chartered Insurance Institute book on Practice of Reinsurance. He is also a Fellow of the Singapore Institute of Arbitrators and a qualified mediator. He has lectured for the Chartered Insurance Institute, Singapore College of Insurance, Asia Insurance Review, London Guildhall University and for a number of other clients and societies on different aspects of, insurance claims, wordings and reinsurance.

Stephen Bryceland

Partner & Solicitor Advocate - Personal Injury

BTO Solicitors

Stephen, a qualified Solicitor Advocate, has dealt with all aspects of personal injury claims and his strength lies in his pragmatic, methodical and no-nonsense approach to claims. His proactive manner encourages dialogue among client, claimant and agent at an early stage. He is the leader and manager of BTO’s large team dealing with high volume personal injury claims. He believes his team is second to none in providing a first rate service to insurers specifically targeted at early settlement and minimising costs. Costs are a particular issue of contention in this area and the successes that the team have achieved in their keen negotiations and court arguments, under Stephen’s supervision, have seen savings for clients of almost £1million (on average around 15%) on costs presented versus costs paid in cases valued at less than £50,000 over a three year period.


Podcast Launch! Digital Claims Management in the age of Coronavirus

09:30 - 10:56

With such previously unseen disruption to our lives and business, the Coronavirus pandemic has truly left no one affected.  Now, more than ever, customers and clients are seeking support from their insurance partners who are equally under extreme pressures bought about by the lockdown measures used to curb the spread of infection.

So what does this mean for the future of claims management, the adoption of new technology and what customers will demand from the claims process in the future?  Our expert-panel have prepared an informative and insightful podcast to detail what they believe claims professionals must consider in the coming months.

Topics to be discussed include:

  • The hot topic of the day is without the fallout from COVID-19.  To start with, what is the panels take on the Coronavirus pandemic’s impact on insurance claims since the virus hit the UK and lockdown measures were implemented? What are we to expect from a claim’s perspective over the next few months?
  • What will the future of claims management look like post-lockdown?
  • Would you say that innovation and technology had been occurring in the claims space prior to the virus outbreak? What is the panels thinking on the speed at which insurers adopt digital solutions to mitigate for social distancing measures?
  • How will customers interact with insurers in the future, and what will a digital claims journey look like?
  • Will technologies and solutions that enable a remote claims operation enhance or damage the customer relationship?  How do we balance technological innovation without losing the human touch?
  • Have any technologies stood out in making a dramatic difference to the way customers make a claim over the last year or so?
  • Looking ahead to the end of the decade, what do you envisage a claim operation looking like?  What will be the major changes to occur in insurance claims?

Listen here

Jonathan Swift

Director of Content

Insurance Post

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.

Karl Parr (ACII Chartered Insurer)

Claims Technical Services Director

AXA Insurance

Karls career in the Insurance business spans over 25 years doing a variety of technical,external and managerial Claims roles attaining ACII, Chartered Insurer status along the way. 
He took responsibility for the strategic leadership and technical integrity of Large Claims management within Groupama in April 2010.

In May 2013, he was delighted to take the role of Head of Claims Technical Excellence & Development at Ageas Insurance, with specific responsibility for
-Technical Competence
-Development, Best Practice and Strategy
-Quality Assurance (internal and external)
-Counter Fraud initiatives
Karl contributes to market issues through membership of ABI PI Panel, CII Claims Advisory Board, ISCIF (Insurers Serious & Catastrophic Injury Forum) and ABI Property Claims Forum and has responded to the key Government Consultations of recent years.

Neil Dawson

UK Account Manager


Neil began his career as building surveyor before becoming an executive loss adjuster and is now the UK Account Manager for the Xactware solutions within Verisk.

Neil has considerable experience in property claims management; also the implementation use of technologies that support each step of the claim journey.

Neil recognises that customer is key, continually looking for ways to support his customers and provide them with innovative solutions that support and improve their business in both the B2B and B2C arena.

You can connect with Neil via

Robert Stephens

Senior Desktop Assessor



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


Joe joined ISO (a member of the Verisk Analytics Family of Companies ( 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.


Containing Claims Costs with Automated Alternative Dispute Resolution (ADR) During COVID-19

12:30 - 13:00

In these unprecedented times, court cases are being adjourned in lockdown. This is having a detrimental impact on policyholders, lawyers, and insurers. In this session, we explore alternative online cloud solutions for efficient resolutions and include a case study example.

Listen to this sponsored presentation and pick up the latest insight and information!

Listen here

BTO's Insurance team is one of the largest in Scotland, representing many major UK and international insurers. Unique to our team is the broadest range of legal insurance specialists in Scotland, each of whom focuses 100% on their own practice area - ensuring the right 'fit' and optimum outcome for every case that we handle. Having developed numerous niche teams to meet the sector's evolving needs, we are considered to be an adaptable player in the insurance market.

Described as "first-class" "highly commercial aware" and client focused, our experience has shown that collaboration and pragmatism facilitate the early resolution of cases, where appropriate, minimising cost, risk and exposure for our clients.

A "highly regarded Scottish firm", our internal advocacy team is also one of the largest in Scotland, consisting of civil and criminal solicitor advocates. Our insurance team has been awarded band 1 rankings in The Legal 500 in personal injury (defender), health and safety, medical negligence and professional negligence (defender). For further information, please contact Bill Speirs [email protected], or visit:


The Chartered Institute of Loss Adjusters (CILA) is a globally recognised membership organisation for claims professionals. The Institute sets the professional and ethical standards for those who work in the handling of claims through its qualification framework and guide to professional conduct.

The CILA has over 4,500 members worldwide which includes over 1,000 Chartered Loss Adjusters. The specialist knowledge and expertise held by Chartered Loss Adjusters is recognised and respected throughout the insurance industry.

e2e TotaL Loss Vehicle Management  

e2e Total Loss Vehicle Management [e2e] is a network of progressive vehicle salvage and recycling agents delivering market leading services to the insurance industry via 50 nationwide, environmentally compliant sites.  Our agents recover 500,000+ vehicles per annum and our focus on customer service is evidenced by a justified complaints ratio of <0.1%.

Insurance customers benefit from:

  • stronger salvage resale values and faster sales;
  • reduced claims leakage;
  • reputation risk mitigation with certified destruction of CAT A and B vehicles;
  • business interruption risk mitigation due to the service continuity afforded by a network;
  • the opportunity to access 3million+ warranty assured reclaimed parts delivered within 24 hours;
  • flexibility to shape a service specific to their business requirements.


Verisk Analytics (Nasdaq:VRSK) is a leading source of information about property/casualty insurance risk. Drawing upon unique data assets and deep domain expertise to provide innovative solutions that are integrated into customer workflows. We help our customers serve their customers better by helping them improve their own quality, productivity and timeliness across their functions such as: product development, compliance, rating, marketing, underwriting, claims, fraud, loss control, portfolio balancing, risk transfer, analytics, economic forecasting, weather, CAT modeling and more.