London Market Claims

Transforming London Market Claims processes and improving claims performance for the benefit of all stakeholders

Convene, 133 Houndsditch

Fully booked  |  Join the waiting list:

Waiting list

Overview

Driving up claims performance is crucial to meet evolving client needs and expectations, reduce frictional costs and seize the opportunities presented by a more data-driven market.

There is now a burning platform and momentum to rethink and transform outdated claims operations, address challenges related to legacy technology, cultural inertia and an extended and complex claims value chain – and to do so swiftly.

However, as we move into a rapidly developing, AI enabled world there is uncertainty about the opportunities and threats for traditional operating models and how to deliver the claims service of the future.

London Market Claims focuses on how to successfully deliver claims transformation that not only provides ROI but also enhances the client experience.

Attend London Market Claims to:

  • Deliver an exceptional claims service that meets client expectations
  • Leverage technology and data to enhance and streamline your claims processes
  • Overcome the operational challenges to rethink delegated authority claims processes, data and bordereaux
  • Discuss strategies to attract and retain the next generation of claims talent
  • Discover innovative approaches to transform traditional processes and practices

Agenda

09:00 Keynote presentations

Building claims capabilities to meet changing client expectations

  • Developing a strong claims philosophy and client centric mindset across the organisation
  • The opportunities and threats posed by digital technologies and AI
  • Investing in claims to improve service, client outcomes and drive efficiencies
  • A vision for London market claims in 5 years’ time 

 

Improving claims service and developing a claims-centric organisational culture

  • A vision for future claims service
  • Five pillars for success: expertise, relationships, speed, customer focus and communication
  • Harnessing the power of new technologies to enhance employee roles and enable better client outcomes
  • Overcoming the operational challenges to transform claims systems and processes
  • Effectively recruiting talent and retaining the skills required for strong, inclusive teams in the future
A picture of Colin Masson
Mona Barnes
Global Chief Claims Officer
Aon

 

 

A picture of Colin Masson
Barbara Rizzi
Chief Claims Officer
Arch Insurance International

 

 

David McNamara
Partner, Global Solutions
Davies Group

10:00 Keynote panel discussion

Overcoming the operational challenges to drive up claims performance across the value chain

During this facilitated Q&A with the audience, our expert panel will discuss the issues and themes raised in the opening two presentations. The focus will be on overcoming the operational challenges to deliver tangible business solutions that will drive up claims performance for clients and the entire value chain.

Topics to be covered include:

  • Developing a strong claims philosophy and mindset across the organisation to improve service, client outcomes and relationships

  • Exploring the opportunities and risks of digital innovation and how new tools can enhance employee roles, improve speed and communication, and deliver better outcomes.

  • Tackling the challenges of modernising claims systems and processes to drive efficiency and elevate performance across the value chain.

  • Building the future of claims talent and strategy through a compelling vision for London market claims

A picture of Mary Beth Mclellan
Mary Beth McClellan
Group Claims Director
Munich Re Specialty
Global Markets
A picture of Colin Masson
Elliott Goss
Chief Claims Officer
Berkley Specialty London
A picture of Julia Graham
Julia Graham
CEO
Airmic
A picture of Mona Barnes
Mona Barnes
Global Chief Claims Officer
Aon
A picture of Barbara Rizzi
Barbara Rizzi
Chief Claims Officer
Arch Insurance International
Gerry Bouwman
Global Strategy and
Development Partner
MDD
Sponsored by

10:30  Coffee and networking in the exhibition area

10:50 Breakout sessions

Choose one of the following 3 breakout sessions

Session 1

AI in London market claims

Moving from POC to BAU and realising ROI

A picture of Nikhil Chaudhari
Nikhil Chaudhari
AI Transformation Lead
Tokio Marine Kiln
A picture of Niahm McConville
Niamh McConville
Claims Operations and Analytics Manager
MS Amlin
Full session details

Session 2

Optimising data & analytics across claims

Leveraging data and analytics to streamline claims processes

A picture of Ben Postance
Ben Postance
Head of Data
Ki Insurance
A picture of Marie Fenelon
Marie Fenelon
Group Head of Data Strategy & Governance
BMS Group
Full session details
Sponsored by

Session 3

Overcoming claims Bordereaux challenges

Overcoming the operational challenges to effectively send, receive and process claims bordereaux

A picture of Jed Sims
Jed Sims
Head of Binder Management
Miller Insurance Services LLP
Full session details

11:50 Coffee and networking in the exhibition area

12:10 Breakout sessions

Choose one of the following 3 breakout sessions

Session 4

Streamlining claims operations

Leveraging digital to transform the claims operating model

A picture of Nikki McCulloch
Nikki McCulloch
Head of Claims - UK Commercial Risk
Aon
Full session details
Sponsored by

Session 5

Balancing talent and technology in the customer journey

Enabling the claims workforce of the future

A picture of Sophie Meiklejohn
Sophie Meiklejohn
Head of Strategy Implementation & Innovation – Claims
Howden
A picture of Clare Constable
Clare Constable
Chief Claims Officer
MS Amlin
Full session details

Session 6

Delegated Authority Claims

Overcoming the operational challenges to transform delegated claims

A picture of Alex Owen
Alex Owen
Claims Lead - Delegated Claims
AXIS Capital
A picture of Angus Rogers
Angus Rogers
Claims DA Transformation Manager
MS Amlin
Full session details

13:00 Lunch and networking in the exhibition area

14:00 Afternoon panel, discussion pods, and one-2-one meetings

Navigating the drivers for change

Delivering claims transformation in uncertain times 
Overcoming the people, process and technology challenges to improve the client experience and deliver efficiencies 

This panel will explore the key drivers of change impacting the London market and examine both the strategic direction and day-to-day realities for claims. With pressures mounting from evolving customer expectations, workforce challenges and the need to modernise legacy systems, the discussion will unpack how people, processes, data and technology must align to deliver real value.

The panel will avoid abstract theorising, instead focus on practical insights drawn from their experience, including how to prioritise and implement changes that improve efficiency, support claims teams and ultimately enhance client outcomes.

Topics for discussion include:

  • Leveraging technology to enhance efficiency and reduce operational friction in claims without displacing human expertise
  • How is AI and automation reshaping claims workflows to enable faster decision-making, richer insights and a reduction of manual processes
  • Embracing data-driven operations to help claims teams prioritise high-risk cases more effectively, reducing exposure and improving client outcomes
  • Lessons from previous change cycles to inform smarter investments and avoid repeating costly mistakes
  • Tackling talent and resource constraints
A picture of Leo Dixon
Leo Dixon
Global Head of Claims
Swiss Re
A picture of Gina Gill
Gina Gill
Chief Information Officer
Apollo Underwriting
A picture of Chris O'Shea
Chris O'Shea
Managing Director –
International Claims
Markel International
A picture of Aidan O'Neill
Aidan O'Neill
CEO
DOCOsoft
Sponsored by
Or select one of the following sessions

Discussion pods

Round table, focused discussion pods of up to 8 delegates.

Full session details

Check out the pre-event thematic report

Read the report

Networking and discussions

one-2-one meetings

Take part in one-2-one meetings facilitated by the Brella app

 

Full session details

15:00 Coffee and networking in the exhibition area

15:20 breakout sessions

Select one of the following workshops

Workshop 1

Claims technology

Leveraging technology to streamline claims operations and improve the client experience

A picture of Sumesh Vijayakumar
Sumesh Vijayakumar
 
 
Full session details

Workshop 2

To TPA or not to TPA?

Rethinking outsourcing in the age of digital automation

Hollie Whitehair
Head of Claims Regulation & Customer Oversight
AXA XL
A picture of Andy Pedler
Andy Pedler
Vice President
Reserv UK
A picture of Mark Rogers
Mark Rogers
VP Business Development
Vitesse
Full session details
Sponsored by

Workshop 3

Fifth Hurdle Readiness (Claims as a Lloyd’s Principle)

Preparing for claims as a Lloyd’s Principle

A picture of Gabrielle Folliard
Janine Powell
Claims Director
LMA
A picture of Gabrielle Folliard
Elina Lusted
Head of Claims Oversight
Lloyd's of London
Full session details

16:15 Grab a quick drink

16:20 Closing panel discussion

London Market Claims 2030

Delivering the claims service of the future

Securing London’s position in an increasingly volatile global market

Our expert panel will share their vision for what the claims function of the future will look like and the skills and capabilities need to deliver it.

Drawing on their expert knowledge and experience, you’ll leave with the insights to help you shape and enable your future claims strategy.

Topics to be covered include:

  • A vision for future claims service

  • Harnessing the power of new technologies to enhance the employee roles to deliver better client outcomes

  • Overcoming the operational challenges to transform claims systems and processes

  • Effectively completing for talent and retaining the skills required for the future

Ben Kelly
Ben Kelly
Chief Claims Officer
Ardonagh Specialty
Colin Masson
Colin Masson
Chief Claims Officer 
Munich Re
Mike Gillett
Mike Gillett
Chief Claims Officer
Liberty Specialty Markets
A picture of Nicola Chapman
David Griffiths
Global Head of Claims Strategy & Innovation
Aon

17:00 drinks reception

Sponsored by

Main sponsor:

Keynote Sponsor:

Session Sponsor:

Exhibitors

Venue

Convene, 133 Houndsditch London EC3A 7BX