Digital Claims 2024

Transforming claims to improve customer service and deliver efficiencies

Etc. Fenchurch Street

Book now for £599 + VAT


Transforming the way claims are processed and settled is a key priority for leading organisations striving to improve customer journeys, drive retention, deliver efficiencies and create sustainable competitive advantage.

Rapid developments in digital technologies, data analytics and automation have provided an opportunity to deliver a truly omni-channel, personalised experience for customers, and free up claims teams to focus on solving more complex claims challenges and deliver better customer outcomes more quickly.

This year Digital Claims will focus on how you overcome the practical challenges to effectively deliver claims transformation, and explore the latest innovations in claims.

Topics to be covered include:
  • Leveraging digital to drive up engagement, retention and build sustainable competitive advantage
  • Harnessing the power of automation and A.I to deliver a better customer (and employee) experience
  • Transforming the customer experience through data & analytics, self service and transparent claims processes
  • Improving resolution times and reducing claims expenses



08:00 Registration, coffee and networking

09:00 Keynote presentations

Leveraging digital innovation to transform claims experience, reduce expenses and drive growth.

  • The vital role of claims in shaping and delivering the brand promise.
  • Leveraging omni-channel in claims to improve engagement and increase retention.
  • Utilising data analytics and AI for efficient claims processing.
  • Practical strategies for effectively implementing digital claims transformation.  
James Nicholson
UK Chief Claims Officer 

10:20 - 10:50 Coffee & networking

10:50 - 11:50 Morning sessions

Choose to attend one of the following 2 sessions

Session 1

Streamlining claims operations

 Leveraging digital technology to streamline claims operations

default speaker image
Mike Essam
Head of Express Claims
Aleksander Czarnołęski
Senior Consultant
Sollers Consulting
Full session details
Sponsored by

Session 2

Transforming the claims experience

Delivering the digital customer claims experience

Lucy Costin
Claims Innovation Leader
QBE Insurance
Mike Bianchi
Account Director
Smart Communications
Full session details
Sponsored by

11:50 - 12:10 Break for coffee

12:10 - 13:00 Afternoon sessions

Choose to attend one of the following 2 sessions

Session 3

New business lines and the implications for claims

 Cyber, parametric and embedded

Niamh McConville
Head of Claims Operations & Technical Support
Akash Bharadia
Former Customer Experience & Digital Transformation Lead
AXIS Capital
Full session details

Workshop 4

AI and claims automation

 Developing a strategic framework to assess and implement AI in claims

Picture of Simon Torrance
Simon Torrance
Strategy, Systemic Risk and AI Expert
Picture of Ania Collins
Ania Collins
AI Development Lead
Full session details

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13:00 - 14:00 Lunch

14:00 - 15:00 Panel discussion

Successfully creating a claims-centric organisation

Overcoming the operational and cultural challenges to deliver organisational change

This panel discussion will explore key criteria to successfully develop a culture of continuous improvement that can embrace change. Through practical case studies our panel will share how they have approached organisational change, and how they have improved claims performance. 

Topics and themes to be discussed include:

  • Developing an effective leadership culture.
  • Key criteria for executing effective organisational and technological change.
  • Defining and aligning values and purpose to engage employees on the journey.
  • Navigating change through a growth mindset.


A picture of Tim Purcell, claims strategy & services director, AXA Commercial insurance PLC
Stephen Walker
Leader in General Insurance Claims and Customer Operations
Roy Jubraj
Former Chief Strategy and Transformation Officer
Lawrence Tanner
Claims Operations Manager

15:00 - 15:20 Coffee

15:20 - 16:20 Afternoon sessions

Choose to attend one of the following 2 sessions

Session 5

Claims technology

Leveraging new technologies and automation with human in the loop to enhance service and efficiency

Ben Kelly
Claims Director
The Ardonagh Group
Joe O'Connor
Deputy CEO
Dan Fiehn
Group Chief Operating Officer
Compre Group
Full session details
Sponsored by

Session 6

Data and advanced analytics in claims

Personalising interactions and streamlining claims operations

Annarita Roscino
Global Head Data & Insights
Zurich Insurance
Full session details
Sponsored by

16:20 - 16:30 Quick break for refreshments

16:30 - 17:30 Closing panel session

Closing panel discussion: Delivering the claims proposition of 2029

A visionary look at how digital, data and generative AI will impact claims and customer expectations

Whether you believe we are at the start of the 4th industrial revolution, or just another evolution in digital technologies, there can be little doubt that the current wave of digitally driven change and innovation will impact our businesses - and claims specifically - in ways we can’t yet fully understand.

This panel discussion will explore the opportunities and threats that technologies like AI present for claims - and how we can best embrace them to transform our claims operations and service.


Topics to be discussed include:

  • Enhancing efficiency and improving CX through data driven, digital platforms
  • Enabling personalisation and tailored claims handling through predictive analytics
  • AI in Customer Service: transforming interactions and enabling immediate and hyper-personalised service
  • How will digital and AI advancements set new standards for transparency, speed, and customization in claims?
Melanie Kill
Claims Transformation Director
Robin Challand
Digital Business Development Advisor & former Claims Director
Ageas Group
Margaret Scott
Director Claims Strategy & Customer Experience
Allianz Insurance

17:30 - 18:30 Drinks reception

Sponsored by

Session Sponsor:



Etc. Fenchurch Street Fenchurch Place 43/44 Crutched Friars London EC3N 2AE

Tel: 020 3735 2700

Useful Info

Closest tube stations: Tower Hill or Aldgate

Closest rail: Fenchurch St, Liverpool St, London Bridge