Claims and Fraud Summit

At this year's FREE to attend virtual Insurance Claims & Fraud Summit we're exploring how organisations can effectively tread the thin line of delivering superb customer care, whilst mitigating against the ever-present threat of insurance fraud.

The annual Claims and Fraud Summit will be taking place this year virtually on 18-19 November 2020 – be sure to join us and take advantage of our online networking platform, livestreamed agenda sessions and explore a wealth of content.

Coronavirus, lockdown and the new “socially distanced” normal in our professional and personal lives have caused previously unknown disruption, piling pressure onto insurance claims and fraud operations to ensure that customers and clients are supported through these turbulent times, claims are paid to those in need of support and fraudsters are deterred and bought to justice.

Our 2020 agenda will look at how the Covid-19 pandemic has forced insurers to reimagine their customer claims journey, where the blind spots were in the operations, enhanced vigilance to adapting fraud and the increase in digitialisation across both claims and fraud operations.

We will also be looking at the impact of climate change on our future claims journey, how will AI and machine learning be able to take fraud detection to the next level, what is the latest in the ongoing Whiplash Reform rollout and what it requires to build a business-wide culture of anti-fraud awareness.

So, go ahead and join us to get the full Claims and Fraud Summit virtual experience. 

Have you already registered?

If you have already registered, here's what to expect next:

1. You will be sent your login details

Please look out for an email from 'The Claims & Fraud Summit Team' This will contain your unique login to access our event platform.

2. Setting up your profile

Once you have received your login details, you can set up your profile in 2 easy steps:

  • Step 1 : Select your interests - our smart matchmaking AI will use these interests to connect you with the right people
  • Step 2 : Add a profile picture - we have found that delegates with a profile picture have a higher engagement rate

3. Set up your schedule

Take a look at our agenda and add your favourite sessions to your schedule, ready for the event.

- Impact of Covid-19 on claims operations; retaining strong customer service during their time of need
- The wider pandemic impact of fraud and what fraud trends we can expect over the coming months
- Digitising your claims and fraud function; the balance between human expertise and a personal touch against automated processes and intelligent systems

Adele Sumner

Head of Counter Fraud and Financial Crime


Adele Sumner is the Head of Counter Fraud Strategy & Financial Crime at RSA Insurance UK. She has over twenty years of ‘hands on’ experience in counter fraud activity in the insurance sector, including leading RSA’s Fraud Intelligence Team where she developed techniques and  experience in the use of the internet, both to assist individual investigations and to obtain data that will enhance fraud detection models. She is widely acknowledged for her expertise in the practical deployment and use of technology to identify fraud and has been an important figure in various fraud technology programmes both in RSA and at an industry level.  In her current role she is responsible for developing strategies to tackle fraud and adopts a risk focused, intelligence led approach to combating the external threat fraud posed to RSA. In 2008 she obtained a Master Degree in Fraud Management from Teesside University.

Andrew Reid

Head of Claims

Home & Legacy

Andrew Reid has been Head of Claims at Home & Legacy since early 2017. A specialist in high net worth broking since 2002, Andrew first joined Home & Legacy in 2008, where he was promoted to Operational Underwriting Manager in 2012 before moving on to his current position. With experience across a range business areas and a deep understanding of the high net worth business, Andrew is responsible for ensuring the Home & Legacy claims department continues to offer a market leading level of service.

Hugo Emanuel Fernandes

International Claims Operational Excellence Team Leader

Hiscox Group

Dr. Hugo Fernandes, International Claims Operations. International claims operations leader delivering value with innovative and strategic projects for the US, UK and the EU. Hugo works at the intersection of technology and business needs, where his vast knowledge in insurance operations enables him to work on complex issues with the customer and his needs in mind. Hugo holds a PhD with health insurance as his research fields.

Anna Fleming

Chief Operating Officer

Motor Insurers' Bureau

Anna Fleming is MIB’s Chief Operating Officer responsible for the smooth running of all the MIB’s operational areas, including Claims, Enforcement and the new Small Claims Portal.  Before joining the MIB, Anna spent 13 years at Zurich Insurance in a variety of claims roles, culminating in being appointed as Chief Claims Officer (ad interim).  Anna also has significant experience in change management and running large IT programmes, having been the Programme Director for Zurich’s claims transformation from 2011 – 2016.  Anna is a non-practising solicitor.

Stephen Dalton

Head of Intelligence & Investigations

Insurance Fraud Bureau

Stephen has 20 plus years of experience developing solutions to financial crime across a variety of private sectors including credit card and insurance fraud. In 2000 he co-founded VFM Services Limited which delivered conversation management techniques to investigative interviews of those suspected of first party claims fraud.

In 2010 he joined the Insurance Fraud Bureau (IFB), the insurance industry’s non-profit body committed to tackling organised cross sector insurance fraud. As Head of Intelligence & Investigations, Stephen’s role is to oversee the production and delivery of the IFB's operational products and services, which provide warning intelligence and identify opportunities to coordinate the disruption of organised cross industry insurance fraudsters. Stephen has been responsible for the development and adaptation of services and products including the IFB’s intelligence forums and training events, the format and output of intelligence products in line with the National Intelligence Model. In 2019 he supported the development and implementation of the new industry suspect intelligence management system, the IFiHUB

Stephen is also responsible for securing and maintaining intelligence sharing agreements with law enforcement agencies and industry regulators and has recently secured a Masters degree in Intelligence and Security Studies from Leicester University.   

18 November 2020
2020-11-18 09:00:00 +0000