Claims Club Summit Agenda
Agenda
The Claims Club Summit is over for another year. Thank you to our attendees.
08:30 – 09:20
Registration opens and refreshments
09:20 – 09:25
Welcome to Claims Club Summit
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.
09:25 – 09:55
Opening keynote: regulation and the insurance claims sector
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.
09:55 – 10:30
Panel discussion: how have approaches to claims management changed in the last 12 months?
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.
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 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.
10:30 – 10:50
Coffee & Networking Break
10:50 – 11:45
First Boardroom
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:
10:50 – 11:40
Stream
Boardroom A
Sponsored by:
A bold future for claims and the claims experience using Gen AI
Sponsored by:
In today's dynamic insurance landscape, where regulatory pressures, economic shifts, talent pressure and evolving consumer expectations shape the industry, the strategic leverage of advanced technologies is business critical.
Insurers need to accelerate the use of technologies like Generative AI to enhance the overall claims experience not just for the customer but also for their employee’s enabling agility, speed and reduction in claims costs; To infuse Gen AI into their workflow to augment rather than replace claims handlers.
This boardroom session provides a perspective on how Insures can successfully innovate using emerging technologies like Gen AI to address the industry’s current challenges on compliance, claims leakage and its impact on the customer experience, and discuss what a bold vision for the future of claims could look like.
- Adoption Strategies: Sharing real-world examples of Gen AI in claims processing, highlighting the successes and hurdles faced during its implementation.
- Unlock Efficiency: Demonstrating how Gen AI can streamline the claims process by automating routine tasks, providing instant insights, and improving decision-making, resulting in quicker and more precise claims resolutions.
- Data Curation & Orchestration: Emphasizing the importance of data in enhancing the performance of Gen AI algorithms, and the orchestration required to manage this data effectively.
- Enhancing Customer Experience (CX): Discussing the positive effects of Gen AI on customer interactions within the claims process, including personalized service and proactive communication, and how these can surpass customer expectations.
- Mitigating risks and overcoming challenges: Understand the potential risks and implications associated with adopting Gen AI in claims processing, identify strategies for mitigating these risks, ensuring regulatory compliance, and addressing ethical concerns.
This forward-thinking session aims to offer a real-world perspective on how Gen AI can transform the insurance claims processing value chain. The hosts EXL would like participants to be empowered with a keen understanding of the opportunities, challenges, and best practices for implementation of Gen Ai into their own claims’ workflow.
Wayne's extensive experience in the professional services industry, particularly within the global insurance and broking sector, has positioned him as a visionary leader adept at delivering strategic roadmap around claims transformation. He collaborates with the C suite including Claims leaders to champion the integration of digital operations, analytics, automation and AI to enhance both customer, employee and ultimately the claims experiences. His innovative approach and ability to think beyond conventional boundaries have facilitated business expansion into new markets, with a track record of success spanning the Asia-Pacific, North America, the United Kingdom, and Latin America.
Rohan brings over two decades of experience in the insurance sector and leads the General Insurance and Broking Practice at EXL for the UK and EU. His role involves spearheading the company's growth through strategic partnerships and fostering innovation, working with some of the leading Insures in the region.
Rohan's expertise lies in creating integrated insurance solutions using analytics, automation, and AI, enhancing service delivery across various domains like claims, sales & service, and underwriting. He is passionate on digital transformation and modernising claims operations, thereby enriching customer, employee, and the overall claims experience. His active participation in industry solution development and thought leadership underscores his commitment to shaping the future of the insurance industry. Rohan is dedicated on delivering transformative industry solutions that help clients navigate market shifts, seize opportunities, and achieve sustainable growth.
Stream
Boardroom B
Sponsored by:
The Combined Ratio Problem - closing the Gap Between Claims Costs and Premiums
Sponsored by:
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.
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.
Stream
Boardroom C
Sponsored by:
When Seeing Isn't Believing: The Impact of Digital Media and AI on Claims
Sponsored by:
Over the last 12-18 months we have seen an exponential rise in the use of Generative AI, and access to manipulative technologies. For the insurance claims sector, this has led to a rise in opportunistic fraudulent activities, where spotting fraudulent claims is becoming increasingly complex, and requires ever more sophisticated management.
This boardroom will provide a practical opportunity to understand how to spot fraudulent claims, and to differentiate from what is real and what is not. Looking over a variety of claims submissions, this session will dive into some of the tell-tale signs to look out for, and how insurers can match up to the rise of AI.
Join this practical boardroom, hosted by technology experts Verisk and the Insurance Fraud Enforcement Department, as they explore a range of considerations:
- How many times during a claim are you potentially seeing fake information?
- What are some common pitfalls or errors to look out for when reviewing a potentially fraudulent claim?
- How can insurers better streamline the process, taking into consideration such manipulative technologies?
Detective Chief Inspector and Head of Unit for the Insurance Fraud Enforcement Department (IFED). IFED is part of the City of London Police and has a national remit to investigate insurance fraud and economic crime throughout England and Wales.
Over 15 years experience in law enforcement with previous roles including Deputy Head of IFED and National Coordinator for a network of fraud coordinators based in each Regional Organised Crime Unit (ROCU) across England and Wales.
Throughout her career in the insurance industry, Kaye has amassed extensive expertise in Claims and anti-fraud initiatives. With experience as a claims handler for a prominent insurer, followed by numerous roles at the Motor Insurers’ Bureau and time spent at the Insurance Fraud Bureau, Kaye has consistently demonstrated a dedication to combating fraudulent activities within the sector.
11:45 – 12:30
Second Boardroom
12:30 – 13:15
Networking lunch
13:15 – 14:05
Third Boardroom
14:10 – 14:30
Coffee & Networking Break
14:30 – 15:00
Closing keynote: Addressing customer complaints in the post-Consumer Duty world: The view from the 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.
15:00 – 15:05