Claims Club Summit Agenda


Claims Club Summit Agenda


Registration opens and refreshments

08:30 - 09:20


Welcome to Claims Club Summit

08:30 - 09:20

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.


Opening keynote: regulation and the insurance claims sector

09:30 - 10:00

Caroline Gardner

Head of department for insurance market interventions

Financial Conduct Authority

Caroline Gardner is Head of Market Interventions for Fixed Firms in the Insurance Directorate at the FCA, which supervises the largest insurers and intermediaries in the UK. She has been at the FCA since 2012. Prior to the FCA Caroline led the Insurance Strategy practice at Deloitte UK, and also was a member of the Financial Services Consumer Panel 2005-2012.


Panel discussion: how have approaches to claims management changed in the last 12 months?

10:00 - 10:30

Mona Barnes

Chief claims officer


Graham Gibson

Chief claims officer


Graham joined Allianz as director, claims in June 2008 with responsibility for customer service delivery and technical integrity and he is a member of the AZ Commercial Senior Leadership Team. Over and above his claims responsibility Graham leads the Allianz Engineering Inspection Services business and is responsible for Complaints and Fraud at a company level.

He is a member of the Allianz Global Claims Committee which sets the Strategy for Claims at a group level.

Graham represents Allianz in a number of market initiatives and currently is the Chairman of Thatcham, the Chairman of Allianz Pensions Trustees, the Chairman of AIES Ltd and a Director of the Insurance Fraud Bureau.

He has previously been a member of the Civil Justice Council, a Director of the Claims Portal, the Chartered Insurance Institute’s claims faculty advisory board and a Director of AGF.

Graham is a regular speaker at industry seminars and contributes to trade press articles.

James Nicholson

Chief Claims Officer


In February 2023, James was appointed Chief Claims Officer, having end to end responsibility for the claims operation within the UK. Prior to this, James was the Head of Expert and Commercial Insurance Claims, responsible for setting and implementing Zurich’s technical claims strategy for all lines of business and fraud.

James joined Zurich on the graduate programme in 1997 and has had a variety of leadership roles within Zurich, including Head of Global Corporate Claims, Head of Property & Specialty Claims and Property Branch Manager. He is passionate about customer advocacy, inclusivity and our future workforce.

Dean Witherington

Retail claims director


Dean Witherington has 35 years working in Insurance claims & claims project management. Chartered Insurer, ACII and have a BA(Hons) degree in Insurance Management. Previous experience includes working as part of a UK Claims leadership team, working within global frameworks and within international teams. Dean has a breadth of analytical knowledge, creation of Management Information and analysis of performance. Dean has operational management experience across sites, Personal and Commercial Lines, Motor, Property, EL & Public Liability Lines of Business. He also holds leadership experience  in strategic change programmes across claims including strategic work split, sourcing, off shoring, site closure, site creation and right sizing.  System implementation including Guidewire, use of RPA and Machine learning. Business Improvement leadership including use of Lean tools.


Coffee & Networking Break

09:35 - 09:55


First Boardroom

10:50 - 11:40

Each boardroom will be an interactive, expert-led 50-minute session which will enable attendees to interact with leading providers on key themes dominating the insurance claims industry. The aim of these sessions is to address pressing industry topics in more detail and off-the-record. These sessions will be held under the Chatham House Rules. 

Delegates will have the opportunity to attend one of the following sessions:



Boardroom A

Where next? Exploring the brave new world of claims management in 2024

10:50 - 11:45

The Combined Ratio Problem - closing the Gap Between Claims Costs and Premiums

10:50 - 11:45

The insurance industry is facing a period where claims costs are outpacing premium across many lines. But despite having a grasp on the factors behind the issue, tackling it is proving elusive for many insurers given the raft of macro issues at play from increased interest rates to global conflict; as well those closer to home such as FCA rules and regulations.

Traditional levers such as raising premiums and finding efficiencies in claims handling are still options to improve matters, but there could be another solution involving process improvement that fall into a category that is broadly described as claims automation.

In this board room session guests will be encouraged to engage in a discussion around how automation can be a strategic option for insurers, and how the upside needs to be managed alongside any downside [fraud].

How claims learnings can be fed back into underwriting and risk management to improve the quality of books; and modern technologies such as AI can be used to improve subrogation and recoveries.

Finally, we’ll address what the best combination of process efficiency and claims loss management might look like, and what tools could be used to achieve the best outcomes in closing the gap between claims costs and premiums.


Jeremy Jawish

CEO and Co-Founder

Shift Technology

Shift Technology CEO and Co-founder Jeremy Jawish became acutely aware that fraud detection was one area of the insurance industry that was ripe for disruption while working with a leading global insurance company. There, the seed was planted related to how artificial intelligence and advanced data science could be used to help insurance professionals make the best decisions possible throughout the policy and claims lifecycle. Jawish, along with co-founders Eric Sibony and David Durrleman transformed the idea into reality and now insurers around the world trust Shift’s AI-native solutions to help them solve some of their biggest challenges.

Jeremy holds a Master's degree in Probability and Finance - known as "El Karoui" - awarded jointly by Ecole Polytechnique and Paris VI University.


Boardroom C

Claims data: getting the most out of this prized asset to thrive and drive better MI into the business

10:50 - 11:45


Boardroom D

Turbocharged insurance: unlocking efficiency, speed, and customer delight through automated claims processing

10:50 - 11:45


Second Boardroom

11:45 - 12:30


Networking lunch

12:30 - 13:15


Third Boardroom

13:15 - 14:05


Coffee & Networking Break

09:35 - 09:55


Claims Generation Game

14:30 - 15:00

Claims Managers of tomorrow take on Claims Directors and compare approaches and priorities when tackling claims challenges.


Closing keynote: Addressing customer complaints in the post-Consumer Duty world: The view from the Financial Ombudsman Service

15:00 - 15:30

Rachel Lam

Ombudsman Director of Insurance

Financial Ombudsman Service

Rachel was appointed Ombudsman Director for Insurance in January 2023. She leads a directorate responsible for all insurance complaints at the Financial Ombudsman Service as well as drawing out the themes and insight to share with the sector. She works with Ombudsman Leaders to form the Ombudsman’s approach on insurance complaints, building teams to handle these well and with pace. This includes complaints across home and motor insurance, travel, health, pet and legal expenses.

Rachel has been at the Financial Ombudsman Service for 12 years, working across insurance for the past seven and before then leading transformation at the service. Previously Rachel worked in government and across a range of policy roles at the Home Office, Department of Education and Department for Work and Pensions.