8th October 2019  |  London

 

"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, SCOR

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London Market Claims 2019

| Etc. Fenchurch Street

Enabling and delivering claims transformation in the London market

The London Market is at the threshold of transformational and structural change that will permanently impact market operations, claims and service.

At the same time as TOM Phase 2 - centred around claims modernisation - nears completion, and John Neal embarks on ‘The Future at Lloyd’s’ strategy, individual organisations are ramping up their digital capabilities to improve claims performance, client service and gain efficiencies.

This is a period of unprecedented change for the Lloyd’s and London markets. Myriad new challenges and opportunities are emerging, and those well positioned for the change ahead are about to take advantage.

This year’s agenda focuses on HOW you respond to the strategic claims challenges ahead, drive innovation in claims, and develop the skills and capabilities to meet changing client expectations.

Topics for discussion include:

  • Assessing the impact and likely success of the ‘The Future at Lloyd’s’ strategy
  • How you transform claims mindset & culture through innovation
  • Leveraging technology to enable and improve your claims processes
  • Delivering an exceptional claims service that meets clients expectations and new digital risks

 

BOOK NOW

 

Book your place today

Just £499 + VAT

GROUP OFFER: Book 2 places and the 3rd comes free

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120
+
senior attendees confirmed

15
+
expert speakers

11
interactive sessions

Agenda

09:00 Keynote presentations

Leveraging claims to build brand, reputation and a claims culture for a digital age

  • Strategic position of claims and impact of service on brand
  • New approaches to future-proof reputation
  • Capturing qualities, competencies and culture to build the claims workforce of tomorrow
Grace Hanson
Group Claims Director
Hiscox

Sponsored by:

The Insurance Network Gracechurch Report 2019

Key trends and perspectives from across the value chain on the current status of claims in the London Market.

  • Global trends, consolidation and disintermediation
  • The convergence of digital, innovation and claims transformation
  • The changing nature of risks and client expectations

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

Ben Bolton
Founder and Managing Director
Gracechurch Consulting

Sponsored by:

10:10 Panel discussion

Improving claims performance to meet the changing risk environment and evolving client expectations

  • What is the client’s view of London Market claims and direction it is heading?
  • Are needs being met and what reforms are making the biggest difference?
  • Leveraging data to measure performance and customer satisfaction
  • Customer service in the London Market versus customer service levels in the global insurance marketplace
Angus Watson
Head of Claims

Aon Risk Solutions
Jonathan Clark
Global Head of Business Solutions Claims
SCOR
Simon White
Head of Claims

Apollo
Grace Hanson
Group Claims Director

Hiscox
Ben Bolton
Founder and Managing Director
Gracechurch Consulting

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

Claims modernisation

Transforming claims and making it real
 
Lee Elliston
Claims Director
Lloyd's Market Association

The opportunities and practical challenges of ‘The Future at London’ initiatives
 
Sheel Sawhney
Group Head of Claims
Brit Insurance

Sponsored by:

full session details

Stream 2

Delivering exceptional claims service

Enacting customer centric claims transformation

David Fineberg
Head of Claims UK
Generali
Melissa Boyars
Claims Operations Manager
Generali


Creating best in class customer service
 
Angus Rogers
Head of Claims Operations
Canopius

Sponsored by:

full session details

Stream 3

Technology in claims 

Incorporating Internet of Things (IoT) to expedite settlement and reduce claims costs
 
Chris McGill
Underwriter
Ascot Underwriting
Stephen Chapman
Claims Manager, Marine
Ascot Underwriting 

Achieving efficiencies in claims management with blockchain
 
Ghanshyam Patil
Digital Lead - Blockchain 
AXA XL

Sponsored by:

full session details
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Stream 1

Claims modernisation

Transforming claims and making it real

  • Where does LMTOM fit in terms of current business priorities?
  • Winning hearts and minds to gain traction and adoption for transformational change
  • Technology and support requirements needed to ensure internal systems can be integrated with central deliverables
Lee Elliston
Claims Director
Lloyd's Market Association

The opportunities and practical challenges of ‘The Future at London’ initiatives

  • Update on the scope of programme and timings
  • The wider strategic questions being addressed by the ‘Future at Lloyd’s’ & the implications for claims
  • Where are the quick wins to be gained?
  • Leveraging digital, APIs and new technologies to deliver positive change
Sheel Sawhney
Group Head of Claims
Brit Insurance

Sponsored by:

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Stream 2

Delivering exceptional claims service

CASE STUDY: Enacting customer centric claims transformation

  • Evaluating the operating model in terms of ability to improve customer service and change demanded by the customer
  • How do you apply technology to the benefit of the customer whilst achieving efficiencies in operations?
  • How do you create the right mindset and philosophies required to deliver an exceptional customer experience?
David Fineberg
Head of Claims UK
Generali
Melissa Boyars
Claims Operations Manager
Generali

Creating best in class customer service

  • How do you engender change to create a customer orientated culture?
  • Where does technology fit and what is the right balance between people and tech to deliver the best customer service
  • I’ve got a new piece of customer centric technology – what do I do next to make it work?
Angus Rogers
Head of Claims Operations
Canopius

Sponsored by:

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Stream 3

Technology in claims guidewire

CASE STUDY: Incorporating Internet of Things (IoT) to expedite settlement and reduce claims costs

  • Insight into how new technology solutions are being piloted with the aim of bringing efficiencies and speed to claims settlement
  • What were the operational challenges and practicalities of implementation?
  • What is the future of IoT in specialty insurance and how should organisations prepare for this?
Chris McGill
Underwriter
Ascot Underwriting 
Stephen Chapman
Claims Manager, Marine
Ascot Underwriting 

Achieving efficiencies in claims management with blockchain

  • What does blockchain mean for claims management in the insurance industry?
  • Benefits that have been realised from automation
  • Lessons learned and tips on launching your own blockchain pilot
Ghanshyam Patil
Digital Lead - Blockchain 
AXA XL

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

The Future at Lloyd’s

The role of claims in the ‘bold new strategy at Lloyd’s’

Paul Davenport
Financial Director
Lloyd’s Market Association

Travis Bowles
Head of Claims – Insurance International
Axis Capital

Colin Masson
Head of First Party Complex Claims
Beazley
full session details

Panel 2

Claims workforce & culture

Overcoming the practical challenges to deliver a claims centric culture

Tim Carter
Vice President Claims
Everest Re

Alison Maxwell
Group Claims Director
Munich Re

Andrew Walker
Head of Claims, Europe
Berkshire Hathaway Specialty Insurance (BHSI)
full session details

Panel 3

Driving digital innovation in claims

Creating a coherent and innovative environment to transform claims

Julian Millar
Head of Claims
Travelers

Luke Sanders
Head of Innovation
Neon

Jamie Garratt
Head of Digital Underwriting Strategy
Talbot Underwriting

Sponsored by:

full session details
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Panel 1

The Future at Lloyd’s

The role of claims in the ‘bold new strategy at Lloyd’s’

This panel will focus on the key opportunities, threats and practical challenges of implementing the six pillars of transformation in the market – and the role and impact on traditional claims processes.

Topics to be discussed include:

  • How does claims fit in with the proposed solutions that are being proposed and how will this provide outstanding service to clients?
  • Expected timing, development and implementation of solutions?
  • Is the Lloyd’s Risk Exchange the solution to dealing with less complex risks and claims?
  • The role of claims in ‘A Syndicate-in-a-Box’ idea to drive innovation
  • The next generation claims service – how will transparency and automation improve the customer experience and how do we deliver on this?
Paul Davenport
Financial Director
Lloyd’s Market Association
Travis Bowles
Head of Claims – Insurance International
Axis Capital
Colin Masson
Head of First Party Complex Claims
Beazley
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Panel 2

Claims workforce & culture

Overcoming the practical challenges to deliver a claims centric culture

Putting claims at the heart of the business is critical in delivering on changing client expectations, improving outcomes, and enhancing speed and transparency.

This panel will address the key practical challenges in successfully delivering change and transforming organisational culture.


Topics to be discussed include:

  • Where does claims ‘sit’ in the culture of the London market and where does it need to get to?
  • What have firms done to and what are the biggest challenges?
  • Overcoming the talent gaps and recruitment issues to build the skill and capabilities needed in the future
  • Achieving diversity in claims to find new solutions to old problems
Tim Carter
Vice President Claims
Everest Re
Alison Maxwell
Group Claims Director
Munich Re
Andrew Walker
Head of Claims, Europe
Berkshire Hathaway Specialty Insurance (BHSI)
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Panel 3

Driving digital innovation in claims

Creating a coherent and innovative environment to transform claims

As new risks emerge and client expectations around service levels change, creating an environment where innovation can flourish is critical.

This panel will explore how you approach the people, process and technology legacy challenges to create an innovative environment.

Topics to be discussed include:

  • Which emerging technologies & innovations should be prioritised, and how will these impact traditional claims processes and adjusting?
  • Characteristics of successful innovation programmes that deliver benefits to clients
  • Claims’ role in creating new products to meet the changing nature of risks
  • What is still stifling innovation and how do you overcome these challenges?
Julian Millar
Head of Claims
Travelers
Luke Sanders
Head of Innovation
Neon
Jamie Garratt
Head of Digital Underwriting Strategy
Talbot Underwriting

Sponsored by:

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

Delegated authority claims

Delivering an improved and consistent experience in Delegated Authority Claims


Jonathan Gormley
Head of Claims Operations
AEGIS London
full session details

Workshop 2

Effective scenario planning

War games: effective scenario planning to meet emerging risks and claims


Warren Haydock
Claims Manager
Pool Re
full session details

Workshop 3

Improving claims operations

Realising operational efficiencies in claims


Zena Sandgrove
Head of Operational Excellence
Lloyd’s of London
full session details
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Workshop 1

Delivering an improved and consistent experience in delegated authority claims

  • Where are we today – what are the issues and opportunities?
  • How do we work together to overcome the challenges?
  • More delegation = more oversight?
  • Direction of travel – where next?
Jonathan Gormley
Head of Claims Operations
AEGIS London

 

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Workshop 2

War games: effective scenario planning to meet emerging risks and claims

  • What are the new and emerging risks facing insurance claims?
  • What planning and resourcing can be made to alleviate or reduce these risks?
  • What technology, now or in the future, may assist with these risks?
Warren Haydock
Claims Manager
Pool Re

 

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Workshop 3

Realising operational efficiencies in claims

  • Deciding which technology tools to adopt and implement
  • Building clarity around end state and defined purpose to enable successful delivery
  • Challenges of introducing insuretech to deliver value and benefit for all stakeholders
  • Honing process to the benefit of the customer
Zena Sandgrove
Head of Operational Excellence
Lloyd’s of London

 

16.30 Closing panel discussion

Is the London Market an anachronism in the digital age?

Futureproofing London’s position at the forefront of global insurance & claims handling

In an ever-changing, digitally enabled world NOW is the time for London to throw off the shackles of traditional processes, technology and systems to embrace new ways of working.

However, deeply engrained traditional practices and culture still pose significant challenges to those leading the charge to reform and modernise.

Our expert panel will discuss these challenges, how they can be overcome, and what you can do to help drag us into the 21st century.

  • What does the world of claims look like in 10 years as AI, IoT and complex digital risks develop?
  • Does RPA and machine learning spell the end of traditional claims and underwriting roles?
  • Will paper ever be banned or is the solution to grow more trees?
  • Can the proposed market transformations really make a difference to efficiency and client experience?
Justin Emrich
Chief Information Officer
Atrium Underwriters
Colin Masson
Head of First Party Complex Claims

Beazley
Fiona Sperry
Head of Complex Claims

QBE

Sponsored by:

17:00: Drinks reception

Book your place(s) today

REGISTER NOW

Practitioners: £499 + 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

Network & benchmark with over 200 industry experts

Join peers with job titles such as:

Claims Director

CEO

Director of Claims

Global Head of Claims

Group Managing Director

Head of Claims Operations

Head of Transformation

Managing Director

Product Development Director

Property Claims Adjuster

Senior Claims Adjustor

Technical Claims Director

TOM Programme Director

Vice President/London Operations Claims Manager

Director & Co Founder

Chairman - Global Claims Executive

VIEW THE FULL LIST

  

From companies such as:

AIG Europe Limited

RSA Insurance Group Plc

Zurich Insurance

Beach & Associates Ltd

Munich Re Group

Capital Consulting International

Charles Taylor Plc

Chubb

Transport for London

Euler Hermes UK Plc

FM Global

Willis Towers Watson

Hiscox

Liberty Specialty Markets

London Market Group

Markel International

VIEW THE FULL LIST

Exhibitors

Supported by

CLOSE X
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

CLOSE X
Airmic

Airmic is the member association supporting risk and insurance professionals. We have over 1,300 members who represent over 450 companies

Airmic provides research, training, networking, lobbying and market information for the benefit of members. We hold over sixty events per year for our members, including our annual conference for over 1,600 delegates.

For more information click here

CLOSE X
LIIBA

LIIBA is the trade association for Lloyd’s brokers representing its members on all matters affecting them within the London and International Markets. We have the support of the majority of Lloyd’s Brokers, accounting for over 95% of the Market’s business.

LIIBA’s mission is to ensure that London remains the pre-eminent insurance centre in the global market. We ensure that a coherent set of broker requirements are at the heart of the market’s process modernisation strategy. We provide expert guidance to firms as to how they should operate within that marketplace and the wider UK, European and global regulatory framework.

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

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

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