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 | Speaker | Insurance Innovators

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 | Speaker | Insurance Innovators

Mark Button

Director of the Centre for Counter Fraud Studies, University of Portsmouth

Matt Crabtree

Head of Financial Crime Strategy , LV=

Speaker image placeholder | Insurance Innovators

James Dawson

Head of Claims, UIA Mutual

Loading...
Show More

 “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

Expand All add
Collapse All remove


Tuesday, 1 March 2022 1 Mar

Session 1

Refining fraud & claims strategy: assessing the key considerations for 2022 and beyond

Read more add
Read less remove
9.30

Opening remarks 


Manjit Rana

Founder
Ingenin

Read less remove
9.35

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 | Speaker | Insurance Innovators
Ian Thompson

Group Chief Claims Officer
Zurich

Read less remove
9.50

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 | Speaker | Insurance Innovators
Ian Thompson

Group Chief Claims Officer
Zurich

Mario Riccò

Global Head of Claims, Generali

Read less remove
10.25

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

Read less remove
10.45

Refreshments

Session 2   |  2 × Streams

Read more add
Read less remove
STREAM
Optimising automation in claims 1
Unlocking the power of data and analytics in counter-fraud 2

Optimising automation in claims

11.15

Opening remarks


Manjit Rana

Founder
Ingenin

Read less remove
11.20

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 | Speaker | Insurance Innovators
Pamela Negosanti

Global Head of Insurance
Expert.ai

Read less remove
11.45

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, UiPath | Insurance Innovators
Elaine Mannix

Global Insurance Leader
UiPath

Read less remove
12.15

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

Read less remove

Unlocking the power of data and analytics in counter-fraud

11.15

Opening remarks

John Bissell

Chief Operating Officer
Chartered Insurance Institute

Read less remove
11.20

Keynote address 

Unlocking the next level of AI-driven fraud detection 

Read less remove
11.35

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=

Speaker image placeholder | Insurance Innovators
Arnaud Grapinet

Chief Data Scientist
Shift Technology

Read less remove
11.35

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. RSA | Counter Fraud 2019 | Insurance Innovators
Adele Sumner

Head of Counter Fraud and Financial Crime
RSA

James Burge

Head of Counter Fraud
Allianz

Scott Clayton, Zurich
Scott Clayton

Head of Claims Fraud
Zurich

Read less remove
12.55

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 | Synectics Solutions | Insurance Innovators speaker
Chris Hallett

Product Manager
Synectics Solutions

Speaker image placeholder | Insurance Innovators
James Dawson

Head of Claims
UIA Mutual

Speaker image placeholder | Insurance Innovators
Simon Mattless

Claims Fraud Strategy Development Manager
AXA

Read less remove
12.55

Lunch

Session 3   |  2 × Streams

Read more add
Read less remove
STREAM
The future of the digital claims experience 1
Evolving with the fraudster: combating new fraudulent behaviours 2

The future of the digital claims experience

14.10

Opening remarks


David Clamp

Founder & Chair
The Camelot Network

Read less remove
14.15

Keynote address

What does it mean to deliver a truly customer-centric digital claims experience?

Read less remove
14.30

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 ,Zurich | Insurance Innovators Festival speaker
Amy Brettell

Head of Customer, UK Claims
Zurich Insurance Group

Carla McDonald - MoneyLIVE
Carla McDonald

Director, Product Management, Insurance, UK & Ireland
LexisNexis

Read less remove
14.55

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

,

Read less remove

Evolving with the fraudster: combating new fraudulent behaviours

14.10

Opening remarks 


John Bissell

Chief Operating Officer
Chartered Insurance Institute

Read less remove
14.15

Keynote address

Assessing the post-pandemic fraud landscape

Mark Button | Speaker | Insurance Innovators
Mark Button

Director of the Centre for Counter Fraud Studies
University of Portsmouth

Read less remove
14.30

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

Juliet Walker-Smith, BGL Group | Counter Fraud 2019 | Insurance Innovators
Julia Walker-Smith

Associate Director – Underwriting Services & Customer Support
BGL Group

Richard Seaman - Insurance Innovators
Richard Seaman

Product Manager, Insurance, UK & Ireland
LexisNexis

Read less remove
14.55

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, IFIG | Insurance Innovators
Steve Jackson

Head of Financial Crime
Covéa Insurance

Matthew Gilham

Head of Counter Fraud & Financial Crime
esure

Jon Radford, QBE | Insurance Innovators
Jon Radford

SIU Claims Manager
QBE Europe

Paul O'Carroll

Financial Services Industry Consultant
ForgeRock

Read less remove
15.30

Refreshments

Session 4   |  2 × Streams

Read more add
Read less remove
STREAM
The future of motor claims 1
Assessing the ethical implications of data analytics 2

The future of motor claims

16.00

Opening remarks


David Clamp

Founder & Chair
The Camelot Network

Read less remove
16.05

Keynote address

ALKS, autonomous vehicles, and the impact on claims

David-Williams-AXA-photo
David Williams

Managing Director, Underwriting & Technical Services
AXA

Read less remove
16.25

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
David Phillips

Claims Validation Technical Manager
NFU Mutual

Read less remove

Assessing the ethical implications of data analytics

16.00

Opening remarks 


John Bissell

Chief Operating Officer
Chartered Insurance Institute

Read less remove
16.05

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

Read less remove
17.25

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

 

Partner with us

“We’ve worked with Insurance Innovators for a number of years, they really know their audience.
If we have any specifications or requirements, they’ll bend over backwards to put us in touch with the right people.”

– Global Lead Program Marketing Manager, Guidewire
Insurance Innovators USA Thought Leadership

Thought leadership

Whether it’s delivering a keynote presentation, or participating in a panel discussion alongside industry leaders, we have packages that will illustrate your expertise to participants and help position you as a market leader.

Insurance Innovators USA Brand Awareness

Brand awareness

It’s now more important than ever to remain competitive and to ensure your brand has prominence with senior players in the insurance world. Become a hub partner and get your story out with branding at our event, on our socials and on our matchmaking app.

Insurance Innovators USA Lead Generation

Lead generation

With experts and leaders from key industry players, you’ll be able to form lasting connections with a vital audience. Our new matchmaking app will help you connect with the right people, facilitating 1-2-1 meetings.

2022 Sponsors

Scroll for more trending_flat