9th October 2018  |  London

London Market Claims 2018

NEXT EVENT | Etc. Fenchurch Street

Improving the client experience | Driving claims efficiency | Enabling innovation

The only event exploring the key initiatives and innovations that will improve claims performance in the Lloyd’s and London markets for the industry and clients alike.

London Market Claims brings together senior decision-makers from across the value chain to explore how claims contributes to the overall business strategy.

Specific areas of focus include:

  • The ‘view from the top’ – strategic perspectives from the incoming Marsh UK CEO and MS Amlin Underwriting’s CEO  
  • Automation and RPA and its impact on claims functions and service levels
  • LM TOM, SCAP, DA SATs and other acronyms
  • Developing your claims capabilities to meet changing client expectations, improve the client experience and deliver efficiencies in a rapidly changing global (re)insurance landscape
200
+
senior attendees
30
+
expert speakers
11
interactive sessions

Register today for just £499 + VAT

Group offer - buy 2 places, get 1 free

REGISTER NOW

What will London Market Claims cover?

London Market Claims focuses on claims’ role in modernisation and delivering better client outcomes

All organisations are refocusing from being product to client centric – today claims professionals and business leaders need to prioritise where they add value and rethink how their operations can both meet changing client expectations and achieve efficiency. With digital transforming both business models and industry dynamics, and the renewed focus on claims with the LM TOM, the market is facing a period of unprecedented change.

Attend London Market Claims to discover how companies are approaching modernisation and hear key insights from claims leaders at JLT, Aspen, Brit, Willis, Aon, Beazley and more. Discuss and benchmark your critical challenges with peers, uncover what is actually being done to transform claims and leave with practical insights that will reshape your claims function.

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Programme

08:00 Registration & Coffee

09:00 Keynote Presentations

Enabling modernisation as a catalyst to reduce complexity for clients

  • The reality of where the growth is and what those clients expect from their service providers
  • Future of business lines insurance – as the nature of risk changes what expertise will be needed to deliver new services
  • Leveraging the skillsets in claims to enhance new service offerings and meet changing client expectations
  • Reflections on recent market initiatives and what participants need to be ready for
Chris Lay
CEO, UK & Ireland
Marsh

Claims 2022: Are we at a tipping point?

The Insurance Network Gracechurch Report 2018

Ben Bolton of Gracechurch will present the results of this year’s pre-event research conducted with key stakeholders from across the market.

  • Key trends in the insurance industry
  • The likely impact and significance of automation in claims
  • How claims jobs will change
  • The increasing focus on the customer
  • The importance of service quality
  • Culture and how it impacts performance
Ben Bolton
Founder and CEO
Gracechurch Consulting
Steve Parry
Director of Claims, Europe and Eurasia & Africa
Chubb

Opening panel discussion

How does claims respond to increased competition, technology led change and the pressing need to improve client service?

Our expert panel will respond to the strategic themes raised in the opening presentations and the results of the pre-event survey. Questions will also be taken from the audience and discussed by the panel.

Chris Lay
CEO, UK & Ireland
Marsh
Tom Clementi
CEO
MS Amlin Underwriting
Steve Parry
Director of Claims, Europe and Eurasia & Africa
Chubb
Linda Rothmann
Claims Director
CNA Hardy
Paul Wordley
Head of Dispute Resolution
EC3 Legal

Sponsored by:

10:45 Morning Coffee

11:15 Streamed Sessions

Please select one of the following three streams to attend.
Two practitioner presentations set up peer learning and benchmarking during round table discussions.

Scroll right to see additional streams

Stream 1

Transforming claims operations

People, processes & technology

How to transform claims operations to improve the client experience and remove frictional claims costs.


Making the claims process more client friendly, slicker and transparent for customers

Charles Bush
Head of Property and Energy Claims
Zurich

Making it easier for TPAs to conduct business with the London market

Paul Brady
Head of Policyholders and Third-Party Oversight
Lloyd's
 

Sponsored by:

full session details

Stream 2

LM TOM phase 2

Modernising Claims 

This session will explore the practicalities of achieving the claims modernisation objectives of phase 2 of LM TOM


TOM phase 2 and beyond:   overcoming the practical challenges for organisations

 
Adrian Thornycroft
Programme Director, Target Operating Model
London Market Group

Practitioners respond to TOM phase 2

James Livett
Associate Director
LIIBA
 
Tim Carter
Claims Director
Everest Re
 
full session details

Stream 3

Changing claims to meet client expectations

Empowering claims to meet changing client expectations

This session will explore how you create a client centric culture and an environment where new ideas and ways of working can be devised and implemented.  


Case study: Lessons learned from a BI claim following hurricane Irma

Mark Dawson
Group Head of Insurance
Thomas Cook Group

  Meeting client expectations

 
Leonora Siccardi
COO
Aon Benfield UK

Creating solutions at the pace of changing client needs

 
Chris Moore
Deputy Head of Casualty
Apollo Syndicate 1969

Sponsored by:

full session details
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Stream 1

Transforming claims operations

People, processes and leveraging technology

This session will explore how to transform claims operations to meet changing client expectations, improve the client journey and remove frictional claims costs.

The discussions will focus on overcoming these operational challenges and successfully driving change.

Making the claims process more client friendly, slicker and transparent for customers
  • Claims skills & capabilities for the digital world
  • Maximising the value of claims expertise in the London market
  • Means to remove the ‘encumbrance’ of doing business with London
  • How London claims can best harness new means to do business
Charles Bush
Head of Property and Energy Claims
Zurich
Making it easier for TPAs to conduct business with the London market
  • Effectively dealing with third parties and systems integration
  • Getting consistent information across the board
  • Balancing flexibility for coverholders with compliant efficiencies for the business
  • Building agility and flexibility in systems and processes to improve the coverholder experience
Paul Brady
Head of Policyholders and Third-Party Oversight
Lloyd's

Followed by round table discussion & feedback

Sponsored by:

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Stream 2

LM TOM phase 2

Modernising Claims

The next phase of the LM TOM is focused around claims modernisation to deliver a world-leading and superior claims service, underpinned by a modern and flexible claims agreement platform.

This session will explore the practicalities of achieving these objectives and ensure the challenges are successfully overcome.

TOM phase 2 and beyond – overcoming the practical challenges for organisations
  • Putting claims centre stage in the next round of transformation
  • Increasing speed of settlement and reducing frictional costs
  • Adding automation to the Single Claims Agreement Clause
  • Improving client communications and transparency
Adrian Thornycroft
Programme Director, Target Operating Model
London Market Group

Practitioners' responses to TOM phase 2

Following Adrian’s presentation you will hear 2 responses from market practitioners before discussing the issues and challenges raised

James Livett
Associate Director
LIIBA
Tim Carter
Claims Director
Everest Re
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Stream 3

Changing claims to meet client expectations

Empowering claims to improve the client experience

Changing an organisations culture to become more innovative is a key challenge for all firms and claims teams in the London market.

This session will explore how you create a client centric culture and an environment where new ideas and ways of working can be devised and implemented.

Case study: Lessons learned from a BI claim following hurricane Irma

  • Overview of the BI claim and the issues that followed
  • Pre-loss scenario planning
  • Improving communications & transparency with all parties
  • Looking beyond policy wording to really understand the business and deliver a client centric experience
Mark Dawson
Group Head of Insurance
Thomas Cook Group

Meeting Client Expectations

  • What do clients value most in claims service – speed of settlement, transparency and clear communications
  • Honest appraisals of where claims needs to improve
  • How high a premium is placed on effective communication and negotiation
  • What modern businesses need from their risk coverage
  • Lessons to be learned from other financial institutions in providing a modern service
Leonora Siccardi
COO
Aon Benfield UK

Creating solutions at the pace of changing client needs

  • Where extant P&C falls short for client business models reliant on the sharing economy
  • The unpredicted risks, their scale and the implications for future claims
  • Assessing the importance of internet economy clients to the London market
  • Reflections on London market reforms and realistic rate of change
Chris Moore
Deputy Head of Casualty
Apollo Syndicate 1969

Sponsored by:

13:00 Lunch in the exhibition room

14.00 Panel discussions

Please select one of the following three panels to attend.
Each features punchy presentations followed by audience Q&A.

Scroll right to see additional panels

Panel 1

Delivering a client-centric
claims culture

Enhancing the value proposition of the claims function

This session will look at how underwriters and claims teams can work more closely together to drive up business performance. 


Richard Gurney
Global Specialty Head of Construction and Head of Claims
JLT Specialty
 
Scott Kellers
Deputy Head of Claims and Head of Syndicate Claims
Liberty Specialty Markets
 
Sheel Sawhney
Group Head of Claims
Brit
 
 
full session details

Panel 2

The Single Claims Agreement Party (SCAP)

Is SCAP effectively dealing with low value, non-complex claims?

This panel discussion will look at the practicalities of working with SCAP now that it is in place and what needs to change to improve operational performance and adoption across the market.


Birgit Biondi
Chief Underwriting Officer Casualty
Munich Re
 
 
Miles Banks
Chairman, Global Claims Executive
Willis Towers Watson
 
 
Guy Lether
Head of Claims
StarStone International and Lloyd's Syndicate 1301
 
full session details

Panel 3

Future claims technology - robotics, AI & blockchain

Real world appraisal in the context of benefitting London market claims

This session will cut through the hype to explore how the next generation of claims technology will impact your organisation – and how you can leverage the benefits.


Madeline Bailey
Group Head of Strategic Initiatives
MS Amlin
 
 
Alan Burtonshaw
Group Head of Insurance Claims
Aspen Insurance
 
 
Areiel Wolanow
Blockchain Solutions Architect
London Market Group
 
full session details
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Panel 1

Delivering a client-centric claims culture

It is often said that an organisations claims service should be central to the value proposition – so why aren’t claims involved more during pre-placement negotiations?

This session will look at how underwriters and claims teams can work more closely together to drive up business performance.

Enhancing the value proposition of the claims function

Topics to be discussed include:

  • Putting claims at the heart of your proposition - effectively involving claims pre-placement

  • Empowering your claims team to negotiate better outcomes

  • Ensuring a client centric claims culture runs through the organisation

  • Enabling skilled negotiators to deal with complex claims

  • Addressing the emerging skills gaps in claims handling

Richard Gurney
Global Specialty Head of Construction and Head of Claims
JLT Specialty
Scott Kellers
Deputy Head of Claims and Head of Syndicate Claims
Liberty Specialty Markets
Sheel Sawhney
Group Head of Claims
Brit

Followed by facilitated Q&A

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Panel 2

The Single Claims Agreement Party (SCAP)

This panel discussion will look at the practicalities of working with SCAP now that it is in place and what needs to change to improve operational performance and adoption across the market.

Is SCAP effectively dealing with low value, non-complex claims?

Our expert panel will discuss:

  • Rating SCAP’s success in benefitting both the London market and its customers
  • The key issues arising from SCAP claims to date
  • What’s been revealed regarding the supporting infrastructure?
  • Potential developments in systems and processes to realise SCAP’s stated goals
  • What the market needs to know about likely changes ahead
Birgit Biondi
Chief Underwriting Officer Casualty
Munich Re
Miles Banks
Chairman, Global Claims Executive
Willis Towers Watson
Guy Lether
Head of Claims
StarStone International and Lloyd's Syndicate 1301

Followed by facilitated Q&A

Closeclose pop up window
Panel 3

Future claims technology - robotics, AI & blockchain

Depending on which article you read technology is either our savour or the nail that will seal the industry’s’ coffin! 

This session will cut through the hype to explore how the next generation of claims technology will impact your organisation – and how you can leverage the benefits.

Real world appraisal in the context of benefitting London market claims

Topics to be discussed include:

  • Identifying optimal roles for automation in claims
  • Avoiding the danger of dissipating the claims function
  • Who’s an early adopter and what have they achieved?
  • Using new technology in the field – from blockchain in marine to drone NatCat reporting
  • Developing standards for digitally enabled client self-reporting
Madeline Bailey
Group Head of Strategic Initiatives
MS Amlin
Alan Burtonshaw
Group Head of Insurance Claims
Aspen Insurance
Areiel Wolanow
Blockchain Solutions Architect
London Market Group

Followed by facilitated Q&A

15:00 Coffee in the exhibition room

15.20 Workshops

Please select one of the following three workshops to attend.
Each features a case study presentation followed by round table discussion.

Scroll right to see additional workshops

Workshop 1

Claims and RPA

Overcoming the practical challenges of RPA

This workshop will explore how RPA can be applied within the claims function today, what is achievable and what is not.

Hear first-hand experiences from those actively involved in live projects to help you decide where this technology could be deployed within your organisation.


Leveraging robotics to improve efficiencies and client experience

Paul Willoughby
Head of IT, Innovation and Architecture
Beazley

Paul Betts
Innovation Delivery Manager
Beazley
full session details

Workshop 2

Delegated authority claims

Creating a frictionless client experience

Effectively handling delegated authority claims is critical to improving efficiency across the London market, but also in providing a superior service to coverholders.

This session will explore the practical challenges of developing the capabilities needed to transform DA data capture and reporting. The subsequent discussion will focus on how these challenges can be overcome to improve your business performance.


Developing new capabilities and functionality to improve CH/TPA partnerships

Christian Kitchen
Head of IT
Miller

Sponsored by:

full session details

Workshop 3

Emerging risks & claims

Driving innovation to meet tomorrows risk challenges

In a fast moving, digitally enabled world traditional products based purely on physical risks are fast becoming only part of the story.

As the nature of business risk changes and clients demand a much more personalised service, how can you create an innovative culture to enable your organisation to devise the products and services fit for tomorrow.


Harnessing existing expertise with a culture of innovation to develop new products for future risks

Tony Kreisel
Casualty Senior Claims Underwriter
Hiscox London Market
full session details
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Workshop 1

Claims and robotic process automation

Overcoming the practical challenges of RPA

This workshop will explore how RPA can be applied within the claims function today, what is achievable and what is not.

Hear first-hand experiences from those actively involved in live projects to help you decide where this technology could be deployed within your organisation.

Leveraging robotics to improve efficiencies and client experience
  • Assessing how robotics can be used in London market claims
  • Defining the scope of RPA in automatic triaging and settlement of small claims
  • Identifying and developing the skills and capabilities vital for running the robots
  • Setting a methodology for tracking and reporting results post-implementation
  • Key elements for a disciplined implementation and ongoing operational management
Paul Willoughby
Head of IT, Innovation and Architecture
Beazley
Paul Betts
Innovation Delivery Manager
Beazley

Followed by round table discussion and Q&A

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Workshop 2

Delegated authority claims

Creating a frictionless client experience

Effectively handling delegated authority claims is critical to improving efficiency across the London market but also in providing a superior service to coverholders.

This session will explore the practical challenges of developing the capabilities needed to transform DA data capture and reporting. The subsequent discussion will focus on how these challenges can be overcome to improve your business performance.

Developing new capabilities and functionality to improve CH/TPA partnerships
  • Extending the capabilities of claims platforms used by coverholders
  • Removing the frictional costs for coverholders when placing and reporting in the London market
  • New approaches to satisfying regulatory requirements efficiently
  • Addressing differing needs of brokers and insurers
  • New technology developments in data capture and systems integration
Christian Kitchen
Head of IT
Miller

Followed by round table discussion and Q&A

Sponsored by:

Closeclose pop up window
Workshop 3

Emerging risks & claims

Driving innovation to meet tomorrows risk challenges

In a fast moving, digitally enabled world traditional products based purely on physical risks are fast becoming only part of the story.

As the nature of business risk changes and clients demand a much more personalised service, how can you create an innovative culture to enable your organisation to devise the products and services fit for tomorrow.

Harnessing existing expertise with a culture of innovation to develop new products for future risks
  • Matching claims skillsets with new lines of business such as cyber
  • Transitioning from traditional P&C/marine processes and an engrained culture
  • Responding to technological evolution of property and casualty risks
  • Handling cyber claims beyond loss of data
  • Optimising the interaction between claims and underwriting
Tony Kreisel
Casualty Senior Claims Underwriter
Hiscox London Market

16.30 Closing panel discussion

2019 - year of change or plus ça change?

Is the London market meeting client expectations through innovations?

Our panel will share their opinions on the most pressing service gaps in the London market claims space, and consider:

  • Is LM TOM addressing claims challenges quickly enough?
  • Will technology ‘steal our jobs’ and make the market an anachronism?
  • Is change really needed…if so can we create a burning platform?
John Muir
Managing Director of Technical and Operational Practices
Willis Towers Watson
John Ludlow
CEO
Airmic
Anthony Hobkinson
Group Head of Claims
Beazley

17:30: Drinks reception

The future of the London market

The London Market Claims Annual Report explores the key claims issues facing directors both now and in the future. 

Over the past couple of years we as an industry have identified that modernisation in the London market is not moving at the required pace and a number of significant challenges still remain.

In the past year progress has been made with initiatives such as the Single Claims Agreement Party that offers promise to strategic claims transformation under the LM TOM Phase 2 project - but is it enough?

Why is the London market still lagging behind on the innovation front?
Based on responses from London Market Claims research survey and interviews with leading claims practitioners from across the value chain, we've put together a report that explores some of the key challenges and opportunities in the market.

read the report

Book your place(s) today

REGISTER NOW

Practitioners: £499 + VAT
Group offer: buy 2 places, get 1 free £998 + VAT
Suppliers of service (incl. law firms & consultants): £999 + VAT
TIN premium member, Airmic member and risk managers: Free
Join as a TIN premium member: £799 + VAT

Interested in sponsorship?

ENQUIRE NOW

Find out why leading suppliers in the UK insurance sector sponsor London Market Claims year in, year out.

Who you'll be joining - over 170 attendees already confirmed!

Network & benchmark with over 200 industry experts

Join peers with job titles such as:

Claims Director

CIO

Chief Operating Officer

Director - Insurance & Risk Financing

Executive Director

Head of Technology

Risk Manager

Head of Transformation

Chief Executive

Property Claims Adjuster

Managing Director, UK & Europe

Project Manager

Support Services Director

Underwriting Manager

Head of Claims & Delegated Underwriting Management

Head of Cyber & Technology Risks

VIEW THE FULL LIST

  

From companies such as:

Hiscox Re

Cunningham Lindsey

Chubb

Lloyd's of London

Gatwick Airport

XL Catlin

London Market Association

AIG Europe

Tokio Marine Kiln

Sompo Canopius

RSA

Markel International

Regis Mutual Management

JLT Group

Crawford & Company

VIEW THE FULL LIST

Event Exhibitors

Supported by

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Airmic

Airmic is the association for UK risk and insurance managers, dedicated to shaping the future of the profession and supporting members in their roles.

With more than 1,100 members, including professionals within 65% of the FTSE100, Airmic represents the largest network of corporate risk and insurance professionals in the UK, who benefit from industry-shaping thought leadership, CPD-accredited events and peer-support networking groups.

Airmic is a not-for-profit association owned by members for members and provides a community for like-minded professionals to connect on a professional and personal level.

For more information click here

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Lloyd's Market Association

The Lloyd’s Market Association (LMA) represents the interests of the Lloyd's community, providing professional and technical support to our members. All managing and members' agents at Lloyd’s are full members, who together manage a gross premium income of around £30 billion per annum. Through the LMA, their interests are represented wherever decisions need to be made that affect the market.
The purpose of the LMA is to identify and resolve issues which are of particular interest to the Lloyd's market. We work in partnership with the Corporation of Lloyd’s and other market-related associations to influence the course of future market initiatives.

For more information click here

Venue

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

The evolution of London Market Claims

You can download the programmes from previous years by clicking the buttons below.

LONDON MARKET CLAIMS 2017 LONDON MARKET CLAIMS 2016

LONDON MARKET Claims 2015 LONDON MARKET CLAIMS 2014

What others have said

Photo of Paul Umpleby, JLT Speciality Ltd

“Another successful conference. The best bit for me is always the chance I get to spend time with some of my peers from the market…to discuss common issues and get to the heart of them. “

Jonathan CLARK, Global Head of Business Solutions Claims, SCOR Global P&C

Photo of Paul Umpleby, JLT Speciality Ltd

A group of experts set on driving real innovation and change in a traditional industry; TINtech was brimming with originality and good ideas. I’ve come away set on driving real innovation and change!”

Alexandra Gedge, Willis Towers Watson

 

Photo of Paul Umpleby, JLT Speciality Ltd

“Great opportunity to meet other players in our space, and benchmark ourselves against what others are doing, talking about, researching or implementing.”

Peter Vandenberk, Simply Business

Photo of Paul Umpleby, JLT Speciality Ltd

“Great event for getting to know what is important to the Insurance Industry as a whole. Easily two day’s worth of content (in one day).”

John Wootton, Direct Line Group