08.15 Registration & Refreshments
09.00
Welcome by the chair



 
Keynote Presentation - CEO Insight
Transforming claims service and performance – the changing role of brokers
  • Making claims management a strategic source of competitive advantage driving strategic decision making
  • Are we meeting client expectations on claims and renewals?
  • Improving the claims experience – if you don’t measure it you can’t manage it
  • The broker’s role in managing expectations and retaining key relationships
  • The critical innovations that will improve claims performance and service
 
Daniel Wilkinson
Chief Executive Officer
Willis UK & Ireland
 
 
Keynote Presentation
The strategic role of claims in attaining superiority in the insurance market
  • Assessing the financial risk of poor claims performance within the context of the company as a whole
  • Leveraging claims performance as a critical driver of profitable client retention and acquisition
  • Operations - overcoming the silo mentality between claims and underwriting towards achievement of ROCE certainty
  • Managing the challenges of the increase in claims costs through targeted risk-selection and proactive claims handling
  • Reflections on the priority of investment in technology that improves claims performance and service

David J Williams
Claims & Underwriting Director
AXA Insurance
 
 
Keynote Presentation
Successfully leading claims transformation
  • Insurance and customer service, key insights from recent client interviews
  • Moving beyond what’s changed in the industry to what you can actually do about it
  • Understanding how boards and key committees work and the types of information and metrics that drive their decision making
  • Shifting insurance’s KPIs away from the transactional towards the value of outcome
  • Leadership and organisational process, addressing fragmented accountabilities

Professor Bryan Foss
Non Executive Director, Audit & Risk Chair,
Board & Business Development Adviser
An active Audit & Risk Chair and Board Adviser in financial services for over 30 years, Bryan will bring
  Question and answer session
10.45
 
Networking and refreshment break
 
11.15  Delegates choose from one of the following 3 streams
 

Stream 1

Volume Claims

 Stream 2

Specialist Claims
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13.15
 
Networking and refreshment break
 
 14.15  Delegates choose from one of the following 3 streams
 
 

Stream 3

Claims Transformation
 

Stream 4

Harnessing Technology
 
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15.30
 
 Networking and refreshment break
 
15.55
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Is claims taking talent seriously?
Strategic implications for claims of changing customer expectations, disruptive technologies and a more complex risk environment.
 

David Lang
Head of Claims
Lloyd's
 
Des Bishop
Head of Learning & Development
Hiscox
 
Philip Nastri
Head of Operations, Group Claims
Brit Insurance
 
Matthew Scott
Chief Claims Manager
NFU Mutual
  Topics to be discussed:
  • Identifying the skillsets needed for effective claims handling
  • Finding and tapping sources of the right talent outside insurance
  • Addressing the looming skills gap between entering graduates and experienced, confident professionals
  • How claims can attract the necessary inflow of talent
  • The career choice between leadership and technical expertise, what claims needs to change to ensure the right rewards and recognition to retain skills
17.15
 Drinks and networking reception

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