Defining the future of fraud and claims strategies
7 March, 2023
London
Insurance Innovators: Fraud & Claims will be taking place on 7 March 2023 in London.
The last few years has brought ground-breaking changes to insurance: unprecedented digitalisation, rapidly evolving customer expectations, and transforming fraudulent behaviours. Bringing together over thirty expert speakers, Insurance Innovators Fraud & Claims explored these changes, giving you all you need to build your strategy for the future.
2022 Hot topics
Fraud
Claims
Combatting the digital fraudster:
Fraudulent behaviours are rapidly evolving as fraudsters
are becoming more intelligent, proficient and adventurous
in the digital space. Hear how industry leaders are
leveraging analytics and advanced technologies to adapt
to this ever-changing landscape.
Optimising analytics:
When fraudulent behaviours and technologies are rapidly
evolving – optimising analytics and building an adaptive
analytics strategy is key to success. Our speakers will be
diving into the details in an in-depth, analytics-focused
session.
The future of digital claims:
What’s next for the claims experience?
Our speakers are bringing you cutting edge info on everything from eFNoL to ecosystems, data sharing
to investment decisions, and much more!
Managing the human + digital dynamic:
RPA, AI, chatbot, and human agents. Achieving operational excellence
and delivering fantastic customer experience means finding the place for all four
2022 Speakers
Ian Thompson
Group Chief Claims Officer, Zurich
Cyril Steffen
Chief Claims Officer, European Markets, AXA
Mario Riccò
Global Head of Claims, Generali
Matthew Gilham
Head of Counter Fraud & Financial Crime, esure
Melanie Kill
Claims Transformation Director, AXA
Mark Button
Director of the Centre for Counter Fraud Studies, University of Portsmouth
Matt Crabtree
Head of Financial Crime Strategy , LV=
James Dawson
Head of Claims, UIA Mutual
“A very fruitful event which give the insurance professionals a great opportunity for networking and work together to tackle our ambitious challenges on a transformation and innovative context that we never lived before”
Head of Performance Analytics and Claims, AXA Spain
2022 Agenda
Tuesday, 1 March 2022
1 Mar
Refining fraud & claims strategy: assessing the key considerations for 2022 and beyond
Opening remarks
Manjit Rana
Founder
Ingenin
Keynote address
Greener claims process: investing in a sustainable future
- The power of digital to assist in sustainability efforts
- Restore not replace, and recycling: the future of repair
- Balancing green initiative and regulatory compliance
Ian Thompson
Group Chief Claims Officer
Zurich
Leaders’ forum
Strategies for success: aligning counter-fraud and CX in a digital world
- Fraud prevention and CX excellence: are these necessarily competing goals?
- Opportunities of new tech: increasing counter-fraud accuracy and simultaneously speeding up CX
- To what extent can better fraud detection at on-boarding speed up the process at the point of claim?
- The rise of digital identities: how might these assist counter-fraud efforts?
- Aligning teams internally: embedding the counter-fraud vision across departments
Shyam Bhatt
Head of Solution Engineering - Insurance EMEA
Quantexa
Cyril Steffen
Chief Claims Officer, European Markets
AXA
Ian Thompson
Group Chief Claims Officer
Zurich
Mario Riccò
Global Head of Claims, Generali
Fireside chat
Embedding fraud detection throughout the organisation
- Embedding fraud detection AI across the policy lifecycle: how can this be achieved?
- Cultural change: how can insurers encourage greater collaboration between the claims and underwriting departments?
- How can stricter controls at point of underwriting mitigate low- and no-touch claims processing fraud risk?
- How can data sharing across the policy lifecycle improve fraud detection and CX?
Martyn Griffiths
Sales Manager UK
FRISS
Michael Connolly
Management Consultant
Ascina
Refreshments
Optimising automation in claims
Opening remarks
Manjit Rana
Founder
Ingenin
Interview
Intelligent automation in claims
- Integrating RPA and AI to achieve truly intelligent automation in claims
- Replicating the performance of the best claims handlers: how can AI best learn the lessons of their approach?
- In what way is intelligent automation changing claims processes and how does this affect human claims handlers?
- How can RPA be used to connect silos?
- AI-driven analytics in claims processing: how far can and should it realistically go in speeding the process?
Pamela Negosanti
Global Head of Insurance
Expert.ai
Fireside chat
From chatbots to virtual assistants: where are we on the journey?
- Assessing current chatbot deployments: where have they seen most success?
- How quickly are NLP and sentiment analysis developing?
- From chatbot to virtual assistant: what is required to link the front-end and back-end?
- Unlocking voice technology and messaging apps: transforming interactions with insurers?
- The primary customer communication channel: is this the future of chatbots?
Elaine Mannix
Global Insurance Leader
UiPath
Panel discussion
Achieving seamless automation: unlocking straight-through processing
- Where are the key challenges to implementing straight-through processing?
- Aligning systems: how can disparate solutions be built into a cohesive whole?
- Increasing intelligence: how will developments in AI and analytics allow automation of more complex claims?
- STP with supply-chain partners: what is required to deliver real-time updates to customers?
- Assessing the fraud risk of straight-through processing
- Should straight-through processing always be the aspiration? Are there instances where it is not appropriate?
- No-touch, near-instant pay-out: does this deliver for the customer emotionally?
Andy Warren
Head of Claims Operations
Ticker
Melanie Kill
Claims Transformation Director
AXA
Peter Edgar
Head of Motor Claims Operations
RSA
Unlocking the power of data and analytics in counter-fraud
Opening remarks
John Bissell
Chief Operating Officer
Chartered Insurance Institute
Fireside chat
Analytics in fraud prevention: harnessing new opportunities
- What is required to optimise predictive analytics models?
- Using AI to identify genuine customers: what are the opportunities?
- What role can AI play in combatting ghost-broking?
- Taking the sophistication of AI to the next level: what steps should insurers and the industry at large take?
Matt Crabtree
Head of Financial Crime Strategy
LV=
Arnaud Grapinet
Chief Data Scientist
Shift Technology
Panel discussion
Taking data-driven fraud detection to the next level
- Cracking data silos: what are the keys to success?
- Which new data sources will be most valuable in the fight against fraud?
- How can new data sources be integrated into existing anti-fraud strategies?
- Unlocking unstructured data with new technology: what is required to succeed?
- Optimising processing power: what technological advances are on the horizon?
Andrew Lowe
Business Development Director
Carpe Data
Adele Sumner
Head of Counter Fraud and Financial Crime
RSA
James Burge
Head of Counter Fraud
Allianz
Scott Clayton
Head of Claims Fraud
Zurich
Panel discussion
Cross-industry data collaboration
- What can be done to encourage greater collaboration within the industry?
- How can insurers work effectively with brokers to catch fraudsters?
- How is the role of the aggregator evolving in counter fraud?
- Assessing privacy concerns: how can the industry strike the right balance?
- Catching internal fraud: how can collaboration help?
- How can closer cross-industry collaboration aid in the fight against fraud?
Ben Fletcher
Director
Insurance Fraud Bureau
Chris Hallett
Product Manager
Synectics Solutions
James Dawson
Head of Claims
UIA Mutual
Simon Mattless
Claims Fraud Strategy Development Manager
AXA
Lunch
The future of the digital claims experience
Opening remarks
David Clamp
Founder & Chair
The Camelot Network
Fireside chat
Transforming CX with next-stage data analytics
- Building the customer 360: where are the data hurdles?
- Offering the customer the most targeted and convenient experience possible
- Optimising data capture with digital: what are the keys to success?
- Avoiding unnecessary questions: leveraging data ecosystems to pre-populate claims information
- Settlement speed: accelerating resolution time with analytics
- Proactive interaction: turning analytics into customer advice
Amy Brettell
Head of Customer, UK Claims
Zurich Insurance Group
Carla McDonald
Director, Product Management, Insurance, UK & Ireland
LexisNexis
Panel discussion
The future of digital claims: from eFNoL to ecosystems
- Moving beyond eFNoL: what is required to digitise the whole claims journey?
- How must claims processes evolve to capitalise on the opportunities of digital?
- Leveraging IoT to expedite the claims process
- Data sharing in the claims ecosystem: how can this improve resolution times?
- Reassessing CX excellence: how will success metrics evolve in the digital age?
- Innovation strategy: what key factors should influence investment decisions?
Claire Charlton
Head of Household Claims
Admiral
Hugo Emmanual Fernandes
Claims Digital Platform Lead
Hiscox
Senior Representative - FlashFlood
,
Evolving with the fraudster: combating new fraudulent behaviours
Opening remarks
John Bissell
Chief Operating Officer
Chartered Insurance Institute
Keynote address
Assessing the post-pandemic fraud landscape
Mark Button
Director of the Centre for Counter Fraud Studies
University of Portsmouth
Fireside chat
Application fraud: a key battleground
- How does digital innovation present opportunities for application fraud?
- A rise in ghost broking? What are the key trends post-pandemic?
- A team effort: working more closely with brokers to identify fraudulent applications
- Linking the data points: using analytics to assess suspicious links across applications
- Leveraging machine learning to continuously improve analytics models
Julia Walker-Smith
Associate Director – Underwriting Services & Customer Support
BGL Group
Richard Seaman
Product Manager, Insurance, UK & Ireland
LexisNexis
Panel discussion
Combatting the digital fraudster
- How is increasing digitalisation presenting fraudsters with new opportunities?
- Fooling algorithms instead of people: how are fraudulent behaviours evolving?
- Straight-through claims processing: how must fraud detection adapt?
- Doctored documents and photographs: what are the detection options?
- Identity verification: the potential of biometrics
- Embedding counter-fraud into the digital department: does more need to be done?
Steve Jackson
Head of Financial Crime
Covéa Insurance
Matthew Gilham
Head of Counter Fraud & Financial Crime
esure
Jon Radford
SIU Claims Manager
QBE Europe
Paul O'Carroll
Financial Services Industry Consultant
ForgeRock
Refreshments
The future of motor claims
Opening remarks
David Clamp
Founder & Chair
The Camelot Network
Keynote address
ALKS, autonomous vehicles, and the impact on claims
David Williams
Managing Director, Underwriting & Technical Services
AXA
Workshop
The Civil Liabilities Act reforms: exploring the unintended consequences
Presentation: The Motor Portal 10 months on
Roundtable discussion
- The changing face of fraud: how has the injury profile of RTAs evolved?
- Increased smaller frauds: to what extent is this being observed?
- How must fraud detection solutions develop to account for the new system?
- Data sharing with the MOJ: how could greater collaboration improve fraud detection?
- Pushing customers to Case Management Companies? What has been the impact of greater CMC activity?
- Are genuine claimants being disadvantaged by the Portal?
- What role can insurers play in ensuring that the customers, rather than the fraudsters, are the winners of whiplash reforms?
David Phillips
Claims Validation Technical Manager
NFU Mutual
Assessing the ethical implications of data analytics
Opening remarks
John Bissell
Chief Operating Officer
Chartered Insurance Institute
Workshop
Data: exploring the ethical pitfalls
In this session Duncan Minty, an independent ethics advisor, will give a 20-minute presentation on building a framework for data ethics accountability. Delegates will then break down into roundtable groups to discuss data ethics risks in more detail and how they can be addressed.
Presentation: Accountability for data ethics: building the framework
Roundtable discussion
- Transparency around data usage: ensuring customers understand how their data is used
- Leveraging new data points responsibly: what are the key considerations?
- What are the reputational risks around mining publicly available data? How can these be mitigated?
- Navigating privacy and data protection legislation
- White-box and black-box analytics: balancing explainability and accuracy
- Minimising the contamination of AI by human bias: how can this be achieved?
- AI and protected characteristics: monitoring for proxy biases
- How likely are we to see legislative intervention on data ethics? What form could this take?
Duncan Minty
Independent Researcher and Consultant
Ethics and Insurance
Drinks reception
“Clearly one of the leading and most advanced events for our industry in Europe”
Chief Claims Officer & Executive Board Member, Allianz on Insurance Innovators Festival
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