Programme New

Programme

Claims and Fraud Programme

09:0009:30

Registration and Breakfast

09:00 - 09:30

09:3009:35

Opening Comments

09:30 - 09:35

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.

09:3510:00

Keynote Address: Where are we and where are we going in the future

09:30 - 10:00

In this session we will hear from a senior claims executive who will give a helicopter view of the claims and fraud landscape in terms of how it is adapting to - and adopting - the digital agenda; stepping up to the challenge of recruiting the best staff to maximise the opportunities this technology opens up; and how claims and fraud could be shaped by the political decision makers – at home and abroad - over the coming years.

Jessie Burrows

Managing Director- Claims

Direct Line Group

10:0010:30

The Rise in Regulatory Claims

10:00 - 10:30

Regulatory scrutiny of health, safety, product liability and environmental risks is ever increasing, as are the penalties that may be faced if things go wrong. Policy-holders (businesses and individuals) are facing new levels of exposure. 

Following a major incident, early intervention in the form of pragmatic advice, swift solutions and effective crisis management is an essential tool in a Policy-holder’s armoury when under the Regulatory spotlight, to protect reputation, brand and financial exposure. This early intervention will also protect the Insurer’s position in the inevitable claims that follow.

BTO’s Vikki Watt is a Partner and Solicitor Advocate in the largest independent and dedicated Regulatory Crime team in Scotland.  Expert at hitting the ground running as soon as an incident arises to support Policy-holders, Vikki will provide a review of changes in the Regulatory sphere and what can be done to minimise the repercussions, resultant fines and claims.

Carly Forrest

Insurance Litigation Partner & Solicitor Advocate

BTO Solicitors

Vikki Watt

Partner

BTO solicitors

10:3011:00

Customer Vulnerability- How well is the insurance industry responding?

10:30 - 11:00

  • What is the definition of vulnerability?

  • A customers vulnerability is fluid, how do we ensure that at the point of claims the customer is looked after

  • With a lack of interacting with vulnerable customers who buy insurance through aggregators how as an industry can we highlight these individuals and help them if and when they have a claim?

Sue McCall

Head of Claims

Aspen Risk Management

Sue is the Head of Claims for Aspen Risk Management, She set up the technical and operational standards and management of the claims function in 2011. This now sits across 2 platforms, handling Commercial Claims to include GL, Property, D&O, PI, Cyber and Marine Transit. She has helped shape the products offered, identifying client needs with market research and relationship management. Earlier roles include that of founding Director of Hawes McCall and Associates, Head of Group Claims for Novae (now Axis) and Head of London Market Claims for Independent Insurance.

Sue has over 35 years’ experience in change management, operational management and technical claims handling and investigation, spanning most classes. She has an advanced diploma in insurance from the Chartered Insurance Institute; is a Chartered Insurer; sits on the Post Claims Network Board; is a past President of the North Downs Insurance Institute and the current Chair of the Society of Claims Professionals.

Sue is a great supporter of Diversity and Inclusion, holding a role as the D&I Officer for North Downs Insurance Institute from 2017-2019. She helped with the CIIs Dive In Campaign at Lloyds, is also a member of the Link Insurance Network; regularly attends the Interlaw Diversity Forum Events and has a special interest in mental health strategies in the workplace.

Jeremy Trott

Head of Claims Operations

Allianz

Jeremy has a varied background, having joined Commercial Union over 20 years ago on their graduate training programme where he spent 11 years, surviving two mergers to be appointed as Maidstone Sales and Underwriting Manager in 2003.    

After profitably growing this account, Jeremy moved across to Allianz in January 2006 where as well as picking up the sales and underwriting site, he has his first experience of managing a large operation when he was responsible for handling the Allianz SME business. In May 2009, he moved into Allianz's head office and successfully managed an Innovation & Strategy team looking across the whole of Allianz UK where he and his team drove out in excess of £10m worth of annualised savings a year earlier than planned.

After 3 years in this role, Jeremy moved back into his current role of Head of Operations for Claims, which gives responsibility to him for driving the operational delivery of the claims service from around 700 employees from three sites in the UK and one in Trivandrum in India.

During his 7 years in this role, the operational environment has been through a radical overhaul with significant organisational change including the closure of offices and the expansion of the offshoring team accompanied by the digitalisation of the customer journey, the implementation of a new IT system and the introduction of the Robotics programme into Allianz UK claims.

As well as his Allianz responsibilities, after 5 years on the CII Claims Faculty board, he has recently been appointed Non-Executive Director of the recently formed Society of Claims Professionals where he is able to combine his passion for developing professionalism in the industry with supporting training & development of the societies’ members.      

Jeremy lives in Kent with his wife and two children and when outside of work, enjoys spending time with them and watching and taking part in a variety of sports. 

Martin Milliner

Claims Director

LV=

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.

11:0011:30

Coffee and Networking Break

11:00 - 11:30

11:3011:55

Emerging Risks in Personal Injury Claims – What can we expect?

11:30 - 11:55

The working environment is constantly evolving, resulting in new risks and potential claims trends on the horizon. Change factors include: new workplace exposure limits; more stressful working environments; increased home and shift working and the use of technology; ever more outlandish team-building events and risks associated with employing an aging workforce.

 

  • There are also current and upcoming issues in public liability casualty claims in respect of animal attacks, historic child abuse and food allergies, and claims inflation generally.
  • We will consider the implications of these issues and the risks for policyholders and insurers
What Keeps Insurance Fraud Managers Up at Night?

11:30 - 11:55

How Confused.com and iovation fight ghost broking

Ghost broking is keeping many insurance fraud managers up at night. Understand

how device intelligence helped Confused.com stop ghost broking, fight fraud, prosecute fraud rings and protect their panel of insurers.

  • Tactics used to perpetrate ghost broking
  • How Confused.com uses device intelligence to tackle fraud and prevent ghost broking
  • The benefits of an online fraud fighting community
  • How to uncover and prosecute fraud rings
Stephen Adams

Fraud Manager

Confused.com

Having spent over 15 years working in the insurance industry, with almost a decade in the Counter-Fraud space, Stephen is excited to have joined Confused.com and to be building on an excellent foundation of counter-fraud work already in place. In collaboration with partners, his role gives him the freedom to explore new initiatives to reduce fraud and ensure efficiency as well as accuracy in the business’s fraud systems. His role also provides endless opportunities to work with the wider Insurance and financial services industry, including continued collaboration with, and supporting the aims of the Insurance Fraud Bureau, Insurance Fraud Enforcement Department, and CIFAS.

Shaun Smith

Business Development

iovation

Shaun has over 9 years experience working in fraud prevention, having worked for one of the UK's largest fraud prevention data providers before coming to iovation. With a natural interest in technology, Shaun is passionate about cyber security, fraud prevention and online customer experience. Shaun is focused on delivering innovative and market leading products to organisations within the Insurance sector, across fraud, risk, security and customer journey touchpoints. Aiming to consolidate the effort of detecting and investigating incidents of online fraud, with the security concern of preventing data loss, access management and user authentication.

12:0012:25

Claims arising from data breaches

12:00 - 12:25

Synopsis to come 

Cross border Fraud

12:00 - 12:25

Brexit will create new opportunities for organised gangs to commit fraud, understand how you can better prepare yourself for the threat. 

  • How will leaving the single market affect fraudulent claims which take place in multi-jurisdictions?

  • What impact will Brexit have on the economy and the amount of fraudulent claims being detected?

  • How will the reduction in EU data effect your ability to identify fraud?

Julia Walker-Smith

Associate Director, Fraud

BGL Group

12:3012:55

Flood Re: Changing the shape of Flood claims

12:30 - 12:55

Flood Re are revolutionising the flood claims space with their proposal to help customers reduce their policy by placing preventative measures to ensure they are better equipped to prevent a claim

  • Understand how incentivizing customers to put in flood protection measures can help reduce the number of claims you receive while allowing you to reduce loyal customers premiums
  • How can educating your customers about the risk portfolio can help reduce the number of claims
  •  What impact will changing the nature of claims have on the industry?
Synopsis to be confirmed

12:30 - 12:55

12:5514:00

Networking Lunch

14:55 - 15:10

14:0014:25

Synopsis to be confirmed

12:30 - 12:55

Fraudsters beware: AI’s watching

14:00 - 14:25

As Fraud professionals, how do you ensure that your fraud detection technology is up to date with the most sophisticated system

  • Can artificial intelligence improve the process of identifying and preventing insurance fraud?

  • How can AI help protect your customers and identify unusual transaction and claims?

  • What part will machine learning and deep learning have on identifying Fraud?

Stephen Adams

Fraud Manager

Confused.com

Having spent over 15 years working in the insurance industry, with almost a decade in the Counter-Fraud space, Stephen is excited to have joined Confused.com and to be building on an excellent foundation of counter-fraud work already in place. In collaboration with partners, his role gives him the freedom to explore new initiatives to reduce fraud and ensure efficiency as well as accuracy in the business’s fraud systems. His role also provides endless opportunities to work with the wider Insurance and financial services industry, including continued collaboration with, and supporting the aims of the Insurance Fraud Bureau, Insurance Fraud Enforcement Department, and CIFAS.

James Burge

Fraud Manager

Allianz Insurance

James has worked at Allianz Insurance for the past 19 years across a variety of commercial underwriting, operational and technical roles.  He is responsible for leading the Allianz UK fraud strategy for both claims and application by ensuring protection of all Allianz UK portfolios against fraud through the effective implementation and use of market leading tools and process’s.’

Steve Jackson

Head of financial crime

Covéa Insurance

Following more than 22 years service as a police officer, Steve has spent over 17 years working in counter-fraud. As Head of Financial Crime for Covéa Insurance, Steve leads the development of Covéa Insurance’s internal and external counter-fraud strategy, encompassing both claims and underwriting fraud.

Steve was appointed as Chair of the Insurance Fraud Investigators Group in December 2016, which has the overall objective of supporting the fraud investigation community by providing a platform to share knowledge, expertise and intelligence together with accredited training.

Prior to joining Covéa Insurance, Steve held senior fraud management roles with Equity Insurance and Zurich Insurance together with specialist investigation roles with Cunningham Lindsey and Capita Insurance Services. From 2008-2011

Steve also chaired the North West Fraud Forum, which had the objective of sharing counter-fraud advice between local businesses and public authorities within the region and now also works as an Independent Consultant.

14:3014:55

CILA synopsis to be confirmed

11:30 - 11:55

Pet Insurance Fraud the new ‘cash for crash’

14:30 - 14:55

As the economy slows down: jobs, homes, businesses- now even the family pet. Cats, dogs and horses are facing deliberate injury- or even paying the ultimate price- as owners seek payouts from pet insurance policies.

  • Unlike human records, veterinary records do not follow the animal if the owner moves practice, how can we as an industry collaborate to capture fraudulent activity?

  • How do we identify vets committing fraudulent claims?

  • What impact does an increase in pet insurance fraud have on the animal?

Robin Hargreaves, Past President, British Veterinary Association 

Robin Hargreaves

Past President

British Veterinary Association

I am a full time companion animal vet and director of the  13 vet companion Animal

Department of Stanley House Vet Group, our  mixed practice in Lancashire. I am also veterinary advisor and veterinary panel lead for Agria Pet insurance. 

In 2013-4 I was President of the British Veterinary Association. I sit on the council of the Royal Veterinary College London. 

I qualified from Liverpool university in 1985 having grown up on a Yorkshire Dales hill farm. 

14:5515:10

Coffee and Networking Break

11:00 - 11:30

15:1015:40

Technology: Accessing additional data sources

15:10 - 15:40

With increased awareness and resources game- changing, how can you as Claims professionals and Fraud experts

  • Understand how the move away from proprietary algorithms to date modelling and unstructured data is helping insurers collate multiple data sources to complete a claim and identify fraud.

  • How can AI leverage data processing capability allowing you the insurer to identify fraud faster and more effectively?

  • When can a chat bot be effectively used in a claims process at identifying fraud and helping the customer?

15:4016:00

Civil Liability Bill: Assessing the impact on CMC, Customer Relationships and Fraud Prevention.

15:40 - 16:00

As the Civil Liability Bill goes through parliament, evaluate the impact that the bill will have on the day to day running of your department.

  • Does the new definition of whiplash go far enough to reduce fraudulent claims, and allow a for a stricter more comprehensive tariff system?

  • With small claims limit set to rise to £5,000, what impact will this have for solicitors which will no longer find it profitable to work within the small claims sector.

  • What impact will unregulated Claims Management Companies have on the interaction of small claims with insurance companies?

  • How do we best educate and prepare our customers on the impact that CMC’s will have on client relationships?

Calum McPhail

Head of Liability Claims (Motor and Casualty)

Zurich

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

Sue Brown

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.

16:0016:30

Hackathon: Up and coming stars

16:00 - 16:30

Laura Eccles

Technical Claims Handler

Ecclesiastical

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

Alex Riley

Global energy claims adjuster

Zurich Insurance

Sim Kaur

Claims Graduate

Allianz

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.  

Tosin Omosebi

Claims Adjuster

QBE Europe

Tosin has worked at QBE since 2016. She is currently a claims adjuster in the London Markets team, handling a range of professional indemnity matters. She has been increasingly involved in QBE’s diversity and inclusion initiatives, most recently joining the European Operations Diversity and Inclusion Forum to challenge thinking and raise awareness throughout the business.

Dominic Sawkiw

Motor claims team leader

RSA

Verity Ross

Motor expert claims handler

Zurich Insurance

16:3016:40

Closing Remarks

16:30 - 16:35

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.