Chief Claims Officer
Alistair is responsible for BLM's engagement with government departments and regulators on policy and public affairs issues and consultations affecting the firm and its clients across the UK & Ireland. He is co-ordinating BLM's market-facing activities in connection with the implementation of the Insurance Act 2015 and managed our representations to the Law Commission and during the Bill's passage in Parliament.
He was a member of the Civil Justice Council of England & Wales for ten years until January 2016 and is a regular speaker and experienced commentator on legal and procedural reforms. He writes and edits BLM's policy blog http://blmpolicyblog.com/
Following the Jackson report, Alistair led the CJC's work on qualified one-way costs shifting, proportionality and Part 36 reform. He was a contributing editor to the Law Society's Litigation Funding Handbook (September 2014). He has contributed to CJC reports dealing with serious injury claims, rehabilitation, costs issues and collective redress. He is the chair of the Bodily Injury Claims Management Association (BICMA) and is also a member of the Ogden Working Party, which publishes official actuarial tables of multipliers for use in personal injury claims.
Head of Liability Claims (Motor and Casualty)
Calum McPhail, Head of Liability Claims (Motor and Casualty) Zurich
- Joined Zurich in May 2004 having spent 17 years as a Chartered Loss Adjuster
- 14 years at Zurich in various technical and customer facing claims roles
- Current Head of Liability Claims (Motor & Casualty)
- Former Chair of the Forum of Scottish Claims Managers
- Interested in legislative and market developments and has given evidence on behalf of the ABI to the Scottish Government Justice Committee on the Civil Litigation Bill
Crescens is a highly experienced financial service professional with far-reaching and extensive knowledge in, Recruitment, Learning & Development, Organisational Development and generalist HR, attained during a progressive career both in global & regional organisations.
Crescens has over 15 years’ experience within the insurance industry, he started his career as a sales consultant in 2002 with Zurich Financial Services and quickly moved to the training team where he found his passion for working to develop people. Crescens’ ethos is not to look for the finished product in his employees, but to identify and celebrate the potential each individual has, and help shape their skills and experience through various professional development initiatives.
Crescens co-conceived Wiser Academy to offer affordable and relevant training solutions to the UK insurance market. Since the launch of the Academy under Crescens’ leadership the academy have managed to reach out to more than 200+ insurance brokers and have helped over 500+ people attain their professional insurance qualification.
Crescens is passionate about learning and development and through Wiser Academy he wishes to change the attitude and mind-set to professional qualification within the insurance industry. He dreams of a day when everyone within the insurance sector is professionally qualified.
In his volunteer role as an Apprenticeships Ambassador, Crescens’ supports the government’s objective of promoting apprenticeships to businesses in England.
Fact: Outside of work Crescens enjoys photography.
Property Claims Field Lead
Damian Cross joined Aviva as technical manager in its property claims team in 2007. With around 25 years of property claims industry experience Damian has led teams across many different property sectors.
Damian is currently responsible for Aviva’s field surveyors & claims adjustors, leading the development and implementation of its major incident response strategy (including severe weather events), and best practice training across household & commercial claims.
Damian represents Aviva in market initiatives and contributes to industry discussion around floods, resilience & damage management. Damian sits on committees such as BDMA (British Damage Management Association) and BRE skills & standards, and aims to continue to improve the skills & emotional understanding of Aviva’s claims teams, helping them to support customers, businesses and communities.
Head of Property Claims
Hazel has worked with Aviva since 1999 and currently leads Property Claims for the UK from Perth, Scotland.
During her time in insurance, Hazel has held a variety of roles technically and operationally, predominantly in motor bodily injury and liability claims.
Hazel is married to Donald and has two step children Anna and Calum. Outside of work, Hazel spends most of her time performing or directing in theatre or on the golf course.
Jeremy Sykes has been Managing Director of Polygon in the UK & Ireland since 2009. In that time he has seen considerable change both in the company and in the UK general insurance market.
A mechanical engineer by training, Jeremy spent his career prior to Polygon in sectors ranging from automotive to aerospace to industrial and construction in technical, commercial and general management roles. A fluent French speaker, Jeremy has considerable experience of business in a range of geographies and has lived and worked in North America. Jeremy is married with 3 children and lives in the East Midlands.
Polygon, headquartered in Sweden, has been present in the UK for 70 years and was born out of Munters Moisture Control Services business in October 2010. A full employee company, rather than a franchise organisation, Polygon has grown to become the largest property & contents damage restoration business in Europe, with sales of around €500m
Global Head of Business Solutions Claims
A Chartered Loss Adjuster and Chartered Insurer Jonathan has over 35 years claims handling experience. He has dealt with claims in more than 50 countries and has worked with many of the world's largest corporations on their claims programmes. He has designed and implemented claims compensation schemes for governmental bodies and was Claims Director of the Financial Services Compensation scheme from 2007 to 2009.
After a lengthy career at executive level in the world’s largest claims adjusting firms, he joined SCOR in 2013 as head of claims in London. Jonathan is now Global Head of Claims for Business Solutions within the SCOR Global P& C.
Jonathan is past President of the London Business Interruption Association, past Treasurer of the Insurance Institute of London immediate past President of the Chartered Institute of Loss Adjusters and President of the Chartered Insurance Institute.
He holds degrees in Biochemistry and Biochemical Engineering from Oxford and London Universities. Hobbies include music and sailing in which he has been a member of the British Sailing team as well as a regular columnist for a leading magazine.
Head of Claims Technical Excellence & Support
Karl’s career in the Insurance business spans over 25 years doing a variety of technical and leadership roles in Claims 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 a Senior Claims Leadership role at Ageas and is currently the Head of Claims Technical Excellence & Support at Ageas Insurance, with specific responsibility for
-Process & Change
-Development, Best Practice and Strategy
- Market Representation
- Continuous Improvement
-Quality & Risk Assurance (internal and external)
-Counter Fraud initiatives
Karl contributes to market issues through membership of ABI PI Committee, CII Claims Advisory Board, Claims Club Advisory Board and ABI Property Claims Forum and has responded to the key Government Consultations
Head of Technical Claims
Lee Watts joined Allianz as head of casualty claims in November 2015. Lee has over 25 years of insurance industry experience, having also worked at Commercial Union, AIG and QBE, where most recently he held the position of claims investigation services manager.
Lee is responsible for leading the development and implementation of technical claims strategy and best practice across all casualty & disease claims along with oversight of claims fraud across all lines of business.
Lee represents Allianz in market initiatives and contributes to industry discussion and press articles. Lee is a Director of Claims Portal Ltd and a member of the Insurance Fraud Taskforce Legacy group.
Lynn has a particular interest in data protection, freedom of information and both contentious and non-contentious intellectual property matters. As part of BTO’s Data Protection Team, Lynn advises clients on issues ranging from data protection and cyber security to FOISA and information law. Lynn is also part of BTO’s specialist GDPR Team advising clients on how best to adapt their businesses to comply with the requirements of GDPR. She has made countless successful appearances in sheriff courts throughout Scotland including appeals before the Sheriff Principal and Sheriff Appeal Court. Lynn is described by her clients as a versatile and able civil litigator with strong advocacy, negotiating and drafting skills.
Director of Claims
Marcus Taylor is a seasoned business leader, his experience spans numerous industries including leisure, car hire, insurance and legal services. Marcus specialises in delivering strategy around high volume customer centred products and services. Having been closely involved with most aspects of car insurance and claims servicing for over 17 years, Marcus is central to the evolution and delivery of Minster Law’s product portfolio and business strategy, which is driven by truly understanding the needs of the customer.
Leading all the high-volume operational areas within Minster Law (Fast-track, Small claims, First-response), Marcus has an absolute focus on continuous improvement, looking at how do we do things better now and in the future.
Marcus is passionate about creating great customer solutions that meet the ever growing needs and demands of our customers, under Marcus’ leadership Minster Law is developing technology to enhance the customer’s journey through a claim with the support of artificial intelligence and chat-bot functionality. Marcus’ forward thinking approach aims to challenge the norm, make things easy for everyone in the claims lifecycle, and maximise the skills of our people by giving them the time to focus on delivering exceptional customer service.
Head of Commercial Property Claims, Axa Commerical Lines & Personal Intermediary
Martin joined the insurance industry in 1986 and has remained in the claims arena since then covering a variety of roles across most business classes including operational claims handling, project management, operational management and strategic planning.
Based in the Bolton Centre of Excellence, Martin is responsible for all aspects of Commercial Property and Motor Trade claims in the UK for AXA Insurance, including the operational delivery and cost control, together with the development and implementation of the strategic plans for the Property Supply Chain.
Martin is part of the ABI Property Working Group and has been involved in industry activity around issues and responses to Surge events, and more recently under insurance. He also sits on the CII Claims Faculty Board.
Martin is a regular contributor to the trade press on property claims articles and also presents at Claims clinics and Conferences on property and supply chain related issues.
Martin has over 20 years experience in general insurance in various operational and technical roles, predominantly within Churchill Insurance. During that time he got involved in a variety of issues including being heavily involved in the creation of the Credit Hire GTA.
In 2003 he became claims fraud manager for RBS insurance and was involved in the formation of the Insurance Fraud Bureau.
In 2006 he joined LV= and is now claims director, managing personal and commercial lines claims across a range of LV= brands.
Martin is married with three children and is a keen Leeds United supporter.
Access to Justice
Matthew is a director of Access to Justice, which is campaigning to bring about fairer and more effective personal injury reforms which will tackle fraud and high insurance costs while maintain the rights of the genuinely injured. He is also government relations lead at the Slater and Gordon Group, before which he worked as a professional speechwriter at the BBC, RSA Insurance plc and at the CBI. A former local authority councillor, he has also run for parliament twice and is a director of the Abbotsford Trust.
Senior Manager - Customer Motor Claims
Matthew is Senior Manager in Motor Claims and is responsible for all customer facing teams within the operation. He has worked for business for over 20 years and was responsible for implementing Covéa Insurance’s UK-wide strategy for using the Apprenticeship Levy, having originally set up Covea’s first apprenticeship programme in 2012. Matthew has been instrumental in shaping the recruitment and attraction strategy within the business and has recently been appointed to the Department of Education’s T-Level Panel, focussing on developing business, admin and management qualifications.
Chief technology officer
Mike Downing, Chief Technology Officer, WPA Group
"The best way to predict the future is to create it.", Peter Drucker
First computer:ZX Spectrum
First mobile phone: Philips Fizz
First job: Brick Layer
Digital hero: Eric Ries, author of "The Lean Startup"
Best thing about your current job: A great mixture of disruption, innovation and technology in a forward thinking environment.
Last time you wore a tie: Every workday
If the insurance industry was a piece of technology what would it be? A robotic vacuum cleaner, trying its best to improve what it does yet restricted by its own limitations.
If you were not a digital activist what would you be doing? Finding other ways to drive and influence change.
Qualified since 1993, Richard heads Kennedys’ liability division, is a member of the firm’s strategy board, and also leads Kennedys’ Innovations Group.
Acting for insurers, third-party administrators, and brokers and corporates with large deductibles, defending motor and casualty claims, he has particular and extensive expertise in catastrophic injury claims.
Richard leads with his vision that lawyers should empower their clients to use their lawyers less frequently. He believes that Kennedys should enhance clients’ own skills in the early stages of personal injury litigation in order to ‘de-lawyer the law’.
Richard developed Kennedys' virtual lawyer online claims tool ‘KLAiM’, which won Legal Technology Team of the Year at the Legal Business Awards 2016. He has spearheaded the firms’ Innovation Toolkit, which is revolutionising the way in which clients respond to claims. In December 2017, KLAiM also won Insurance Day’s award for Technology Initiative of the Year.
Richard is the lead author of Kennedys’ Claims Handling Law and Practice Guide, the fourth edition of which was published in March 2018, and is a regular presenter and trainer. He is a member of the Forum of Insurance Lawyers (FOIL).
As part of his active role in the firms’ lobbying agenda, Richard chaired the All Party Parliamentary Group (APPG) meeting in Westminster, focusing on Jackson reforms and authored Kennedys’ Ministry of Justice responses for whiplash, Jackson and portals.
Richard has met with Lord Justice Jackson and Lord Justice Briggs, as well as senior members of the Government Legal Department to demonstrate Kennedys’ innovative and award winning products that embody his division’s core principle of “helping clients to use all lawyers less”.
Rob has worked for Aviva since 1996 and is currently MD of UK General Insurance (appointed March 2018).
During his time at Aviva he has held various senior operational and commercial roles across the UK, Canada and Ireland; prior to his recent appointment he transformed Aviva's claims service as the position of UKI Claims Director.
Rob sits on the ABI and represents Aviva on cross-stakeholder groups on both combatting insurance fraud (sits as committee member of IFB) and champions for injury reform. He also sits on the leadership of BERG (Business Emergency Response Group), an initiative set up by HRH Prince Charles to provide prevention, resilience advice and post-event support to small business and communities and the MIB.
Rob lives in Norfolk with his wife Sarah and two teenage daughters. He enjoys the outdoors, travel and most sports, especially rugby.
UK Insurance Lead
Rodrigo leads the commercial efforts for Marklogic into the UK Insurance market. MarkLogic is the leader in integrating data from silos. We help insurance clients:
1) Reduce cost and increase GWP by driving automation and delivering better insights in underwriting.
2) Improve combined ratio by improving claims case review and estimation.
3) Reduce fraud by improving anti-fraud capabilities in real time.
4) Enhance pricing through the use of deeper analytics capabilities.
We do this by extracting, aggregating and linking data from unstructured and structured sources. We then add context to the aggregated data to deliver information to derive insights.
Director and Former Chair
Motor Accident Solicitors Society
Sue qualified as a solicitor in 1996 and has specialised in personal injury, clinical negligence and professional negligence since 1990, having spent 13 years at West End firm Reid Minty, four years on the defendant side with Royal & Sun Alliance Legal, and from 2007 to July 2016 as a director and head of personal injury and professional negligence at Prolegal. She is an accredited mediator, a LexisNexis contributing author, sits on the LexisNexis editorial board for PI, and is a regular commentator on legal issues in the legal and national press.
She was MASS Chair for the period 2013-2015 and is currently a director of Claims Portal, Medco and MASS, and chair of the Medco audit committee.
Head of Anti-Fraud Services for the UK and Europe
Steve joined Verisk earlier this year as Head of Anti-Fraud Services for the UK and Europe. Originally trained in the banking and finance sector, Steve has over 20 years’ experience delivering a range of automated decision support services across the insurance customer lifecycle including: shared databases, data analytics, risk evaluation and antifraud services. Steve has previously held consultancy and strategic development roles at; Equifax, Experian, BAE Systems and most recently CRIF.
Head of Customer Claims
Vicki was appointed to Head of Customer Claims, Personal Lines in November 2016 and is responsible for the operational management of the customer facing personal lines claims teams, along with developing and leading the customer experience strategy across Covéa Insurance.
Head of Talent Development Business Partnering
With more than 25 years experience in learning and development, I have lead talent teams in a wide variety of organisations.
After graduating from Glasgow University my first full time role was on the Graduate Development Scheme at Guardian Royal Exchange in Leeds. During my time there in the Commercial Underwriting department I completed my associateship CII (now Advanced Diploma) before moving into Technical Training. Since then I have also spent time in manufacturing where I introduced both NVQs and an industry accredited Graduate scheme and the public sector, before returning to Insurance as Part of the Markerstudy Group.
My current role finds me working with the various departments within the Managing General Agent on predominantly Management and Leadership Development. My team are also responsible for the design, delivery and management of the Markerstudy Academy which includes both in house and outsourced Apprenticeship programmes.
Major Loss Team
Will joined Zurich in 2014 and has spent time working in Claims, Marketing and Underwriting before joining the Major Loss Team in 2016. He has since handled a portfolio of multi-million pound claims across the UK for both the commercial and public sector market.
Will also helps manage graduates throughout their scheme at Zurich, ensuring they gain the breadth and skills to be future leaders in the industry.
Will recently completed Zurich’s 2017/2018 ‘Rising Talent Programme’, undertaking various professional development courses as well as launching a project on upcoming talent attraction and retention.
I joined Covea in 2016 on the Future Leader Graduate Programme after graduating from The University of Huddersfield with a Criminology degree, so I had no prior experience in the industry. I spent some time moving around learning about different areas of the business before I settled in Home Claims, where I became Team Leader. I have recently now taken on the role of Recruitment Lead, and I am working on a project piece looking at our graduate recruitment strategy
Claims Supply Manager
I have been working in Motor Claims Supplier Management for the last 4 years, having previously been a Personal injury Team Leader at esure and Direct Line. My current role includes the Management of Suppliers across all aspects of Motor Claims; hire companies, investigators, legal services, medical agencies, IT providers etc. This involves a requirement for a broad knowledge of the end to end customer journey. I have a strong interest in how digital technology can be used as part of a Claims journey.
I am Cert CII qualified and currently part of esure’s Future Leaders Programme.
In 2012 I graduated from SOAS University of London with a Master of Laws (LL.M.) degree in International and Comparative Commercial Law. In 2013 I started my career in insurance working in the Wordings department at Catlin Group. In 2015 I started a new Wordings role at ProSight Specialty Insurance and in 2017 I moved to Munich Re to work as a Wordings Specialist within the Wordings and Claims Shared Services.
Claims Operations Professional
I graduated from the University of Kent in 2015 with a degree in English and American Literature, and shortly after joined Travelers in our Claim Operations team. Since then, I have gained experience working with all product lines and have been seconded to our London office to work with our Lloyd's teams in March 2017. I have been learning how to handle claims for our Professional Risks claims team for the last year, as well as becoming more involved in our Lloyd's operations. I am also currently a Change Agent for Claims, which gives me the opportunity to create and implement new, innovative ideas and changes to processes and ways of working. I promote, encourage, and lead change within the department and act as a support to the Claims teams
Senior Claims Adjuster- Construction
Joe joined Zurich in 2013 as a General Management Graduate and completed placements in Zurich offices around the UK. Whilst on the Graduate Programme, Joe worked in Claims, Marketing and Underwriting within the Property, Marine and Motor lines of business.
Upon completing the Graduate Programme Joe joined the Property and Energy Claims Team in London. He has since handled a number of multi-million dollar London Market losses in countries around the world. He has handled claims on a number of large construction projects such as Crossrail and Abu Dhabi International Airport’s Midfield Terminal Building. He was recently promoted on a Secondment as a Senior Adjuster within the team.
Alongside his day job Joe recently completed Zurich’s 2017/2018 ‘Rising Talent Programme’ which involved undertaking a number of professional development courses as well as completing a project to help future-proof Zurich’s Public Sector insurance business.
Claims Business Transformation Team Manager
I joined Covea Insurance on the graduate scheme in August 2016 where I was quickly exposed to multiple areas of the claims process. I was then deployed into our Third Party department into the non-fault subrogation team where I picked up various projects and reporting lines before being promoted to Team Leader and moved to our Portal Subrogation Team. I have recently moved again to our Customer Claims department in order to expand my knowledge and exposure of the full claims process.
My role involves analysing incoming Intelligence, identifying business exposure and taking appropriate action to mitigate any financial risk. I produce meaningful Intelligence reports for key stakeholders in accordance with the National Intelligence Model. I also provide advice and support to the operational claims areas regarding law enforcement action, including the preparation and presentation of evidence packages. Outside of work I like to be a little less serious and enjoy nights out, working out at the gym and watching Love Island.
Technical Claims Handler
I am currently in the church claims team. I have recently completed the graduate scheme; this allowed me the opportunity to rotate throughout different areas in the company which has given me a wider business awareness. Now that I am in my permanent role in claims, I am focusing on delivering coaching to my team to improve technical expertise and increasing my own knowledge and experience by handling higher value and more complex claims
I graduated from the University of Nottingham in 2014 with a degree in Finance, Accounting and Management. After which, I took some time out to work and travel around Australia and South East Asia. I joined Allianz in September 2016 on the Claims Graduate Scheme; this involved rotational placements allowing me to experience different aspects of the business. I feel extremely fortunate to have been given the opportunity to gain such extensive knowledge and exposure within such a short space of time. I am currently working in the Major Loss team dealing with more complex technical claims.
Claims Business Transformation Team Manager
I am passionate about change and continuously driving forward and I feel fortunate to work in a role that allows me to do this on a daily basis within an industry that is going through significant change. I started out in Insurance 8 years ago and after a brief spell in a sales role I joined the graduate scheme at Covéa in 2011. I had two years in a leadership role before moving into projects and change management and eventually into business transformation.
Claims Process and Change Analyst
Siân is a Claims Process and Change Analyst at Ageas Insurance, supporting the claims areas with new initiatives, facilitating/managing change, and the day to day settling of claims. With more than 5 years experience in the insurance industry, Siân has also worked as a Household Claims Handler and a Team Leader. Outside of work, she can generally be found watching Netflix and spending far too much money on Deliveroo.
Associate Claim Professional
I spent the first 8 years of my career as a Lloyd’s market claims broker but recently decided to make a change and now work as a claims adjuster at Travelers. My primary focus is Property but I am learning other classes of business including Construction and Energy. I’m also a keen participant in various internal projects and initiatives.
Katrina has a strong background within independent validation. With over 12 years experience within the industry, Katrina has progressed through various different roles, providing her with extensive knowledge and understanding of claims and validation. Having joined Direct Group in September 2017, Katrina is responsible for managing client relationships, and has recently contributed to enhancements to the client service offered for the award winning ‘Swap Out’ service.
I am a Claims Negotiator with Aspen Risk Management Ltd, managing a caseload of EL/PL/Products Liability claims for commercial policyholders. I have worked in the insurance industry for 12 years and I’m currently studying towards my Diploma in Insurance.
Supplier Relationship Controller
After graduating University with a degree in Retail Buying, I joined Allianz in 2013 on a temporary contract for the summer. I joined the Claims Team in Birmingham as a Claims Handler for the Motor Service department before moving onto the Motor FNOL Team. The buzz of the fast paced environment within Claims drew me in, kick starting my career within Insurance.
Since then I have taken on the role of Senior Technical Authority Holder within Motor Claims, before moving into the Claims Training and Development Team. During this time I inducted delegates into various areas of claims, participated in, and trained out, major projects and supported local training and development in addition to supporting cross business area initiatives. In 2017 I was successful in securing a place on Allianz’s ‘Routes to Success’ leadership development programme.
In July 2018 I secured a new role as a Claims Supplier Relationship Controller, managing relationships with a number of our suppliers within the property book of business