Digital Claims 2018 - The Insurance Network

Digital Claims 2018

Digital Claims 2018
Transforming claims for the digital age

20th March 2018 |   Fenchurch Street, London

LAST 4 PLACES LEFT AT £199 + VAT - Register now

Developing an effective claims strategy has never been more complex – digital technologies and changing customer expectations have rapidly changed the insurance landscape whilst the pressure to reduce claims costs has intensified.

This conference focuses on the strategic claims challenges within general insurance in the next 3-5 years, how you adopt and leverage digital technologies, and build agility into your claims operations to achieve operational excellence, improve efficiency and deliver the kind of customer experience that the digital era demands.

This conference will explore how you:

  • Leverage digital to transform claims processes and meet changing customer expectations
  • Enable a culture of innovation within claims, and drive collaboration across the company
  • Effectively deploy AI, machine learning and robotics within claims
  • Develop a ‘digital first’ mindset to overcome claims challenges and improve the customer experience



09:00 keynote presentations

Leveraging digital technologies to enhance the claims experience and drive efficiencies

  • Moving beyond just digitising existing claims processes – reimagining claims through a customer centric lens
  • It’s not just about the tech – developing an innovative claims strategy and culture to deliver business change
  • Using digital to enable responsive, fast and flexible self service
  • Implications for claims as we move from an environment of risk indemnity to risk prevention
Ian Thompson
Chief Claims Officer

Building a customer-centric culture that enhances the claims experience and creates competitive advantage

  • The essential ingredients in creating a high performance, customer driven culture
  • How digital is changing customer expectations around claims service excellence…and why it won’t stop
  • Key challenges for traditional, established insurance organisations in building customer loyalty and retention
  • Top 3 techniques to start building a customer-centric culture
Oke Eleazu
Chief Operating Officer
Bought By Many
and Author, "The Cult of Service Excellence"


10:45 coffee & networking in the exhibition room

11:15 - 13:00 case studies
Transforming claims

Embracing digital to transform claims operations, improve the customer experience and drive up retention

  • Using design thinking to deliver a holistic, end-to-end claims experience
  • Speeding up claims settlement times
  • Enabling transparent and effective self-service claims platforms
  • Creating a high performance claims culture
Stephen Hall
Head of Claims Strategy
Direct Line Group

Leveraging AI and robotics to improve the customer experience

  • Overview of the AI initiative and the business objectives: introducing artificial intelligence to the damaged vehicle engineering process
  • Creating a richer customer journey, that delivers better outcomes and drives engagement
  • Overcoming the people, process and technology challenges when adopting AI
  • How did customers react to the AI enabled system?
Paul Llewellyn
Head of Motor Claims Operations
Ageas Insurance

Round table discussion and feedback

Sponsored by:

13:00 lunch and networking

14:00 - 15:00 Panel discussion
Next generation customer engagement
Enabling digital claims
Providing an effective digital claims service is not just about technology. You have to understand both the potential - and limitations - of adopting digital, but also the need to transform claims operations and culture accordingly if you are going to deliver real improvements to customer outcomes.

Digital provides organisations with an opportunity to better understand customer expectations and improve engagement interactions that result in a better UX and claims journey. This panel discussion will explore the organisational challenges of driving up digital engagement and improving the customer experience.

Topics to be discussed include:

  • Improving the speed of settlement and customer communications to drive up renewal rates
  • Does a demonstrable, high performance claims service affect customers buying decisions so it’s ‘not just about price’?
  • Omni-channel should now be business as usual – but what’s next?
  • Successfully delivering self-service in claims through digital and automaton
  • Developing the skill sets and capabilities that foster a customer focused claims culture

James Gilmour
Head of Claims
Simply Business

Ingrid Woodward
Head of Claims Excellence

Oke Eleazu
Chief Operating Officer
Bought By Many
Author, "The Cult of Service Excellence"

Sponsored by:

15:00 - 15:20 coffee and networking in the exhibition room

15:20 - 16:30 Afternoon workshops
Leveraging claims technology

Building highly sophisticated, AI enabled systems to transform front end and back office claims

  • A vision for how claims will be handled in the future and developing a roadmap to achieve it
  • Using AI to improve the customer experience, improve claims resolution times and find efficiencies
  • The potential of machine learning to enhance claims reserving and accurate case cost estimation
  • Overcoming the practical challenges of using this tech in claims

Jonathan Mansley
Head of Digital Strategy & Propositions

16:20 - 16:30 move to closing panel

16:30 - 17:15 Closing panel discussion
Future technologies, future risks, and future claims
Bridging the gap between theory and practice

Connected devices coupled with advanced analytics are driving change now, and will transform the insurance value chain in future years. As the nature of traditional risk changes, and digital technologies such as blockchain, AI and robotics mature, what are the implications for claims?

Our panellists will explore the strategic challenges these changes pose within claims, and how you can overcome them by devising a successful approach to manage this digital transition in complex organisations.

Topics to be discussed include:

  • Moving from claims indemnity to avoidance - the implications of a hyper connected world on traditional underwriting models and the claims function
  • Replacing the human element – can AI technologies really take the place of claims handlers?
  • What are the new risks such as cyber security, and what does the claims experience look and feel like for these new products?

Kenny Leitch
Connected Insurance Director

Barry Hawkins
Head of Dynamic Underwriting and Pricing
AXA Insurance

Helen Rodway
Head of Change and Transformation, SME Commercial Lines

17:15 drinks reception



Submit your sponsorship enquiry here »


Terms & conditions
By registering to this event you are entering into an agreement with Middleton Burgess Limited and bound by the terms and conditions of registration. Cancellation: If you are unable to attend this event for any reason and you wish to cancel your booking you must you must notify us in writing. Cancellations received before 27/02/2018 will be entitled to a 50% refund of the registration fee paid. Cancellations received after 27/02/2018 will not be refunded.

You may transfer your place to a colleague at any time however they must be of a suitable seniority level. It may be necessary beyond the control of Middleton Burgess Limited to alter the content and timing of the programme or the location of any event. In the case of event cancellation by Middleton Burgess Limited, liability is limited to transfer this booking to a similar event to be held within the next 12 months. Should Middleton Burgess Limited be unable to provide a similar event a full refund will be applicable.

who you'll be joining

SCC delegate breakdown


Network with 100+ senior attendees including:

Join peers with job titles such as:
Director of Claims
Group CEO
Group Chief Digital Officer
Group Digital Director
IT Director
Deputy CEO / Head of Claims
Connected Insurance Director
Finance and Operations Director

See the full list

Assistant General Manager
Business Analyst
Business Lead Claims Strategy
Chairman, Broking Director
Change Analyst
Change Delivery Specialist
Chief Claims Officer
Chief Operating Officer
Claims Business Manager
Claims Director
Claims Improvement Manager
Claims Manager
Claims Proposition & Change Manager
Claims Team Leader
Client Services Relationship Director
Commercial Transformation Programme Director
Deputy Head of Claims
Digital Manager
Divisional Director
General Manager
Global Head of Claims Operational Excellence
Global Transformation Programme Manager
Head of Change & Transformation | SME Commercial Lines
Head of Claims
Head of Claims Innovation
Head of Claims Strategy
Head of Claims Systems and Process
Head of Crawford Agriculture & Private Clients
Head of Digital - Intermediated Retail
Head of Digital Strategy and Propositions
Head of Dynamic Underwriting and Pricing
Head of Express Claims
Head of Motor Claims Operations
Head of Operational Claims
Head of Operations, Investment, Risk and Reinsurance
Head of Proposition Development
Head of Specialty Claims
Head of Technical Claims
Head of Technical Development & Product Design
Head of UK Claims Supply Chain
Interim Claims Director
Managing Director
Managing Director - UK & Europe
Motor VM & Engineering Manager
Operations Director
Property Claims Manager
Senior Claims Manager
Senior Director, Insurance Operations
Senior Vice President, Head of Claims - International
Sport Claims Manager
UK Claims Director
UKGI Claims Director

From companies including:
Charles Taylor
Lark Insurance
RSA Insurance
Zurich Insurance

See the full list

Aegis London
Ageas Insurance Limited
AIG Europe Limited
Allianz Insurance Plc
Arthur J Gallagher (UK) Ltd
Aviva Plc
AXA Insurance Plc
BHIB Insurance Brokers
Bought By Many
Cega Group Services Ltd
Charles Taylor Plc
Cornish Mutual Assurance Co Ltd
Crawford & Company
DAS Legal Expenses Insurance Co Ltd
Deutsche Post DHL
Direct Line Group
Home & Legacy Insurance Services Ltd
Homeserve Plc
Howden UK Group Limited
Integro Insurance Brokers Ltd
Lark Insurance Broking Group
Managing General Agents' Association
Markerstudy Group
Motor Insurers Bureau
NFU Mutual Insurance Society Ltd
Pen Underwriting
Premia Solutions Limited
RSA Insurance Group Plc
Simply Business
Sompo Japan Turkey
Swinton Group
TH March & Co Ltd
Transatlantic Reinsurance Company
Willis Re
Willis Towers Watson
Woodgate & Clark Ltd
Zurich Insurance



etc. Fenchurch Place
43/44 Crutched Friars

Tel: 020 3735 2700

Please note: Crutched Friars is our own allocated entrance to etc. Fenchurch Place to enable easy access to the conference. There is another entrance on Fenchurch Place although it's not as convenient.

How to get there?

By Tube

» Tower Hill
» Aldgate

By Rail

» Fenchurch Street
» Liverpool Street
» London Bridge

Fenchurch Street is the nearest station.

Car Parking

» Local car park nearby


through the years

Interested in attending?

Register now »

(Please note, suppliers of service cannot attend as delegates)

Interested in sponsorship?

Or contact Phil Middleton
+44 (0)20 7631 0034,

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