2020 C&F speakers

Jonathan Swift

Director of content

Insurance Post

Stephanie Denton


Insurance Post

Stephanie began writing about insurance over 12 years ago when she joined the Post team as a reporter in 2004. Since then she has worked her way various roles on the magazine and became editor in 2013.
In addition to writing about the insurance industry, Stephanie also has a thing or two to say about it, and is often asked to comment on various areas of the industry on television and radio.

As editor, Stephanie is also heavily involved in the brand's events, and is instrumental on both the Rehabilitation First Awards, and the British Insurance Awards judging panels.

Gary Barker

Claims Director

The AA

Charlotte Brown

Underwriting Counter Fraud Manager

NFU Mutual

Charlotte Brown has over 15 years of experience fighting fraud in both claims and underwriting. A qualified solicitor, Charlotte worked at two of the UK’s leading legal insurance practices, specialising in defending fraudulent claims. She joined NFU Mutual in 2014, where she now heads the Underwriting Counter Fraud Department.

Michael Calvert

Head of Claims Analytics


Andrea has held a wide range of roles at Hiscox, most recently COO for the Special Risks division but also in Risk Management, Compliance and Reinsurance. She has insurance regulatory experience and knowledge of enterprise risk in the banking sector. Andrea is passionate about diversity, equity and inclusion becoming fixtures at the ‘top table’ along with revenue, profitability and growth.

Scott Clayton

Head of Claims

Zurich Insurance

During over 30 years with Zurich, Scott has handled claims across all lines of business and all distribution channels and, in a previous role, headed up the Chief Executive’s Complaints Team. For the last 15 years, Scott has been responsible for managing and developing the claims fraud proposition across the General Business in the UK. With a team of over 50 and cutting edge tools and technology, the Claims Investigation Unit have achieved notable success and industry recognition. He chairs Zurich’s Global Fraud Network and is a member of the Association of British Insurers General Insurance Fraud Committee.

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.   

Peter Edgar

Head of Motor Claims Operations


Peter is the Head of Operational Motor Claims for RSA.  The team has 400 claims professionals handling all aspects of Motor Claims.  Peter has been employed by RSA in various senior claims management roles.  Before joining RSA Peter was the UK Head of Casualty Claims for AIG.  Peter has worked in Claims all his career starting with the Provincial Insurance Company in Kendal and has over 20 years’ experience in the Insurance claims environment.

First Car: 

1.2 Mark 1 Vauxhall Astra

If you had to carpool with any famous person (current or historical) who would it be?

Winston Churchill – no better person to get to speak to on a 121



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.

Ahmed Esat

Head of Investigations

Davies Group

Tom Gardiner

Head of Fraud, Claims Recoveries & Risk


Tom is responsible for customer Fraud across all of our UKGI products – incl Policy and Claims, commercial and personal lines, and all distribution channels. His role includes setting Fraud strategy and direction, defining best practice, leading strategic change and delivering new initiatives, and working closely with the market to improve the industry’s fraud capability. He is also responsible for 1st Line Risk management and Recoveries across UKGI Claims.

Before that, Tom was Head of Loss Prevention, with responsibility for Claims fraud, 1st Line Risk management, governance, audit and assurance across UK & Ireland GI Claims.

Previously, Tom spent 10 years in operational roles leading property, motor and casualty Claims centres in various locations across the UK.

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.

Cath Hulme

Head of Motor and Legal Supply Chain Development

Coop Insurance

Malcolm Hyde

Executive Director

Chartered Institute of Loss Adjusters

Neil Joslin

Chief Operating Officer

e2e Total Loss Vehicle Management

Paul Llewellyn

Head of Motor Claims Operations


Paul Llewellyn is Head of Motor Claims Operations for Ageas UK. He started his insurance career in 1989 with Guardian Royal Exchange and has worked for Ageas since 1996. Known for his innovative approach to claims he has been an advocate for Green Car parts for many years and oversaw the adoption of Ageas’s Green Car Parts strategy in 2019. Paul lives in Gloucestershire with his wife and 2 children, he was brought up in Birmingham.

Nyasha Kuwana

Head of Product

FloodFlash Ltd.

Nyasha Kuwana joined FloodFlash as Head of Product in 2019. Having developed customer propositions at insurance giants Aviva and AXA Nyasha more recently applied her skills as a consultant, working with multiple insurtech and fintech startups. Recently Nyasha oversaw FloodFlash claims from Storm Ciara and Storm Dennis - setting a company record claim that way paid in full in just 26 hours and 15 minutes.

Matthew Maxwell-Scott


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.


Calum McPhail

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
Richard Napoli

Claims and Legal Services Director

Markel UK

Richard is the Claims and Legal Services Director for Markel’s National Markets businesses. He has responsibility for management and oversight of the claims functions based in the UK, Europe and Canada and their portfolios of claims. As a member of Markel’s National Market Board he is also responsible for Markel UK's law firm, Markel Law. Richard is a qualified solicitor and holds the ACII designation. Honesty and fairness in all dealings are central to Richard’s beliefs and he leads the claims functions’ aspiration to be the most customer focussed, nimble and value adding in the market. Richard is married to Clare and has a son called Alexander.

John Pyall

Head of facilitated claims unit


John Pyall has a M.B.A. and a Post Graduate degree in Business Administration. He has worked twenty-five years for Munich Reinsurance. Originally in the legal section of their Claims Department in London has now returned there to be responsible for claims arising from their Great Lakes Facilitated operation, in the meantime he spent five years as Regional Head of Claims and Underwriting Services in their Singapore Office, then head office in Munich as coordinator of their international claims departments in Asia Pacific And Africa and on to Hong Kong, heading up the regional claims unit as well as continuing his role as the Claims Co-ordinator for their International Organisation.

Among other articles, he has been author and technical editor of the Chartered Insurance Institute book on Reinsurance and author of the Claims section of the Chartered Insurance Institute book on Practice of Reinsurance. He is also a Fellow of the Singapore Institute of Arbitrators and a qualified mediator. He has lectured for the Chartered Insurance Institute, Singapore College of Insurance, Asia Insurance Review, London Guildhall University and for a number of other clients and societies on different aspects of, insurance claims, wordings and reinsurance.

Jon Radford

SIU Claims Manager

QBE Europe

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.

James Shrimpton


Kennedys Law

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.

Martin Stockdale

Partner, Head of Fraud

Kennedys Law

Martin is a partner at Kennedys and operates as Head of Kennedys’ Fraud Group, working with clients across the UK insurance and risk industry, as well as internationally. He also sits within Kennedys’ Innovation Group, leading on data strategy and reporting and as part of the Research & Development steering group developing technology for clients that is revolutionising the claims environment.

Mark Strang

Senior business development manager

Verisk Insurance Solutions

Mark has worked in the general insurance industry for 28 years. After joining the insurer Commercial Union (now Aviva) as a management trainee, where he specialised in claims, he moved to marketing at Commercial Union's head office. In 1996 he joined Policy Management Systems Corporation (PMSC), a software application provider to the insurance industry, where he was a business consultant responsible for supporting sales of PMSC's underwriting and claims systems in the UK, other European markets and South Africa.

In 2000, Mark was part of the original team instrumental in launching Claims Outcome Advisor (COA) in the UK, a new quantum assessment tool for personal injury claims. He joined Insurance Services Office (now Verisk Insurance Solutions) in 2001 when it acquired the COA product. Since then, Mark has been responsible for driving sales of COA, which has become the most used quantum assessment tool in the UK, with more than 25 insurers using the system and AI solutions such as Intelligent Vehicle Inspection (IVI), being used to dramatically streamline motor vehicle damage claim processes. Mark has a wealth of insurance and technology experience gained over the past 28 years in the industry. He holds a BA (Hons) degree in inancial services and is qualified as an ACII and a chartered insurance practitioner.


Jeremy Trott

Claims Director


Jeremy has worked in insurance for over 25 years – holding various roles across underwriting, sales, innovation and claims. Starting as an underwriter at Commercial Union, Jeremy progressed through a variety of underwriting and account management roles before taking over running the Aviva sales and underwriting team in Maidstone in 2003.

He moved across to Allianz in 2006 to run both the local Sales and underwriting and Small business team before taking his first head office role in Innovation and Strategy in 2009. He did this for 3 years before joining claims as the Claims operations manager for Allianz – running 5 sites including their offshore site in Trivandrum in India. After 8 years in this role and nearly 15 years at Allianz, he has recently joined Ecclesiastical as their Claims Director.

Jeremy is also heavily involved at the CII – having sat on the Claims Faculty for 6 years before taking on the Chair in 2017. In 2019, as the faculty moved into the Society of Claims Professionals, he became its first Non-Executive Director.

Jeremy is passionate about strong customer service and employee advocacy, looking to use technological enhancements to improve both!

Chris Weeks

Executive Director

National Body Repair Association

Chris has spent 25 years working with motor crash repair starting as an insurance Engineer before management roles.  At DLG Chris ran the largest insurance owned bodyshop group and this experience followed in into accident management.  Building a wide range of Repairer and work provider relationships through his career he is now seeking to fully repair the bodyshop industry leading the change activities at the NBRA.

First Car:

Ford Cortina

If you had to carpool with any famous person (current or historical) who would it be?

Barack Obama