London Market Claims 2024

Transforming claims to deliver a client focused, digitally enabled & efficient service

etc venues, 133 Houndsditch

Introductory rate: £199 + VAT

(Standard rate £599+VAT)


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There is now a burning platform and momentum to rethink and transform outdated claims operations, address challenges related to legacy technology, cultural inertia, and an extended and complex claims value chain – and to do so swiftly.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

  • Leverage technology and data to enhance and streamline your claims processes
  • Explore the impact of Blueprint Two on your claims operation
  • Discuss strategies to attract and retain the next generation of claims talent
  • Deliver an exceptional claims service that meets client expectations
  • Discuss and benchmark innovative approaches to traditional processes and practices

Gain valuable insights, share experiences, and network with industry leaders dedicated to transforming claims management in the London market.

Book today


08:00 Registration, coffee and networking

09:00 Keynote presentations

Adapting to a rapidly changing risk landscape, uncertain economic environment and an increasingly digital world

A vision for claims in a digitally enabled, AI powered world

  • Developing a strong claims philosophy and client-centric mindset across the organisation
  • The opportunities and threats posed by digital technologies and AI
  • Where Munich Re are investing in claims to improve service, client outcomes and drive efficiencies
  • A vision for London market claims in 5 years’ time
A picture of Colin Masson
Colin Masson
Chief Claims Officer Global Specialty Insurance
Munich Re

Risk Manager Perspective

Delivering a 21st Century client experience

  • Current frustrations and opportunities to improve claims service
  • Getting the basics right to deliver on client expectations
  • Communications and expectations from brokers & underwriters pre-bind and during a claim
A picture of Julia Graham
Julia Graham
Julia will be joined by an Airmic board member

10:00 Keynote panel discussion

Collaborating to overcome the strategic challenges to deliver transformational change in claims  

Reimagining the future of insurance and role of claims

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:

  • Winning the battle for talent to attract the skills and capabilities for tomorrow’s market

  • Leveraging claims service to build client trust and deliver in an ever-changing risk environment

  • Rethinking claims technology & data to deliver efficiencies and rethink traditional claims roles

  • Prioritising claims transformation to improve the client experience

A picture of Gabrielle Folliard
Gabrielle Folliard
Chief Claims Officer
A picture of Colin Masson
Colin Masson
Chief Claims Officer Global Specialty Insurance
Munich Re
A picture of Julia Graham
Julia Graham
A picture of Ben Bolton
Ben Bolton
Founder & MD
Gracechurch Consulting

10:30  Coffee and networking in the exhibition area

10:50 Breakout sessions

Choose one of the following 3 breakout sessions

Session 1

Use cases: AI & automation in claims

Overcoming the practical challenges to successfully deploy AI

Erica Waite Clay, PhD
Senior Data Scientist
Canopius Group
Full session details
Sponsored by

Session 2

Optimising claims processes through data & analytics

Leveraging data and analytics to streamline claims processes

Enrico Alessandri
Executive B2B Operations Expert – Claims, Accounting & Liability Management
Swiss Re
Full session details
Sponsored by

Session 3

Blueprint Two

The implications for claims operations and client service 

Terry Calthorpe
Operations Director - Asia Pacific
Gallagher Re
Scott Kellers
Head of UK and MENA Claims, Deputy Head of GRS International Claims
Liberty Specialty Markets
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

Parul Aggarwal
Head of Operational Performance - Global Claims, Legal & Compliance
Darren Underhill
GSI Head of Claims Transformation
Munich Re
Full session details

Session 5

Balancing talent and technology

Enabling the claims workforce of the future

Melis Otmar
Executive Director
Janine Powell
Claims Director
Lloyd’s Market Association
Full session details

Session 6

Aligning underwriting & claims 

Building effective partnerships to improve business performance

Tony Rai
Group Chief Claims Officer
Aspen Insurance Group
Gavin Williams
Head of Claims
Full session details

13:00 Lunch and networking in the exhibition area

14:00 Afternoon plenary panel

Delivering transformational change in claims

Overcoming the practical challenges to build a claims-centric, organisational culture

Digital technologies such as GenAI, increased client expectations around service and the relentless push for efficiency mean the burning platform for change has finally arrived. It is no longer viable for claims functions to use outdated, manual systems and processes in an attempt to deliver a 21st century client-centric claims experience.

Claims service is now central to winning new business, creating a strong brand and building sustainable competitive advantage - as well as improving retention and delivering operational efficiency.

However, successfully changing legacy systems, traditional roles and an engrained culture is easier said than done. Our expert panel will share their vision of “what a good claims function looks like”, the skills and capabilities needed to deliver it, and experiences of delivering the change.

Topics for discussion include:

  • A vision for future claims service
  • 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 competing for talent and retaining the skills required for the future
A picture of Barbara Rizzi
Barbara Rizzi
Chief Claims Officer
Arch Insurance International
A picture of Marie Hill
Marie Hill
Group Head of Claims
Brit Insurance
A picture of Rob Powell
Rob Powell
Global Chief Claims Officer
A picture of Rebecca Hartley
Rebecca Hartley
Head of London Market Claims
A picture of Natalie Graham
Natalie Graham
Global Head of Claims
Mosaic Insurance
Or select one of the following sessions

Fireside chat

Delivering claims innovations – reflections from 25 years in London market claims

Scott Kellers
Head of UK and MENA Claims, Deputy Head of GRS International Claims
Liberty Specialty Markets
Full session details

Discussion Pods

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

Through facilitated Q&A and open discussion each pod will deep dive into a specific topic allowing for benchmarking and ideation.

Full session details


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 digital to drive better claims outcomes

Sumesh Vijayakumar
Head of Claims Transformation
A picture of Joe O'Connor
Joe O'Connor
Deputy CEO
RDT Limited
Full session details
Sponsored by

Workshop 2

Delegated Authority

Delivering a robust, client centric operating model

Alex Sarafoglou
Head of Delegated Underwriting
A picture of Andrew Pedler
Andrew Pedler
Vice President
Reserv UK
Full session details
Sponsored by

Book your Place Today

Book your place now

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

As the competition around service intensifies, claims will be at the forefront of the battle. The challenge is to build the skills, capabilities and technology to enable the claims service of the future.

Our panel will explore the challenges that need to be overcome to grasp the opportunities and mitigate the risks for a successful London insurance market.

Topics to be covered include:

  • Solving the legacy technology challenges to leverage the benefits of AI and automation

  • Recruiting, retaining and reskilling to deliver future talent capabilities

  • Creating a client-centric culture that can embrace change and innovate the claims service

Clare Constable
Chief Claims Officer
MS Amlin
Mona Barnes
Chief Claims Officer (Global Broking Centre & UK)
A picture of Sarah LaWall
Sarah LaWall
Senior Business Development Manager
Gallagher Bassett
Tim Carter
Head of International Re Claims
Everest Reinsurance Company
A picture of Nicola Chapman
Nicola Chapman
Chief Claims Officer
Consilium Insurance Brokers

17:00 drinks reception

Sponsored by

Session Sponsor:

Legal Sponsor:

Workshop Sponsor:



etc venues, 133 Houndsditch Liverpool Street London EC3A 7DB