London Market Claims

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

Convene, 133 Houndsditch

First 50 places - only £199 + VAT

(Standard rate £599)

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There is now a burning platform and the momentum to rethink and transform outdated claims operations, address challenges related to legacy technology, cultural inertia and an extended and complex claims value chain – and to do it NOW.

However, as we move into a dynamic, unpredictable 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

08:00 Registration, coffee and networking

09:00 Keynote presentations

Delivering the claims service of tomorrow

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, enhance 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 Mona Barnes
Mona Barnes
Global Chief Claims Officer
Aon

 

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

  

10:00 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.   

Themes 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 Neil Dalton
Neil Dalton
Group Chief Claims Officer
Ascot Group
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

 

 

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 Anish Parthasarathy Subbiah
Anish Parthasarathy Subbiah
Lead Data Scientist
Allianz
Full session details

Stream 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 Ben Postance
Marie Fenelon
Group Head of Data Strategy & Governance
BMS Group
Full session details
Sponsored by

Stream 3

Overcoming claims Bordereaux challenges

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

A picture of Andrew Ford
Andrew Ford
Head of Claims
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 Stefanie Loher
Stefanie Loher
Head of Claims Strategic Partnerships & Claims Delegated Authorities
Allianz Commercial
Full session details

13:00 Lunch and networking in the exhibition area

14:00 Panel discussion

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  and day-to-day implications 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 the panel's 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 AI and automation is 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 Krishnan Ethirajan
Krishnan Ethirajan
Chief Digital & AI Officer
Mosaic Insurance
A picture of Leo Dixon
Leo Dixon
Global Head of Claims
Swiss Re
A picture of Gina Gill
Gina Gill
Chief Information Officer
Apollo
A picture of Gina Gill
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.

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

Full session details

Check out the pre-event thematic report

Read the report

Stream 3

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
Head of Claims Transformation
Beazley
Full session details

Workshop 2

TPA or not to TPA?

Rethinking outsourcing in the age of digital automation

A picture of Mitch Bennett
Mitch Bennett
Head of Claims (UK)
Allianz Commercial
A picture of Andy Pedler
Andy Pedler
Vice President
Reserv UK
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
Gabrielle Folliard
Head of Claims, Global Markets
AXIS Capital
A picture of Gabrielle Folliard
Janine Powell
Claims Director
LMA
Full session details

16:15 Grab a quick drink from the bar

16:20 Closing panel discussion

London Market Claims 2030

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 needed to deliver it.

Drawing on their expert knowledge and collective experience, the panel will share the insights you need to help  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 competing for talent and retaining the skills required for the future
A picture of Ben Kelly
Ben Kelly
Chief Claims Officer
Ardonagh Specialty
A picture of Colin Masson
Colin Masson 
Chief Claims Officer
Munich Re
A picture of Colin Masson
David Griffiths 
Global Head of Claims Strategy & Innovation
Aon

17:00 drinks reception

Sponsored by

Main sponsor:

Session Sponsor:

Exhibitors

Venue

Convene, 133 Houndsditch London EC3A 7BX