Europe’s leading insurance fraud and claims event

10 – 11 March 2020

Hilton Tower Bridge, London

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Insurance Innovators: Fraud and Claims brings together top-level fraud and claims executives to find solutions to key industry problems and adapt to the rapidly evolving insurance market.

Learn from board-level executives from Aviva, AXA and RSA, and join senior representatives from every important industry player to exchange ideas, forge new partnerships, unlock potential collaborations and stay ahead of the curve.

Hot topics: Fraud

Hot topics: Claims

Fraud in the digital age

Hear experts discuss fraud trends and forecasts for the coming years and pick up tips about how your department can be pro-active in the fight against fraud.

The changing claims landscape

Understand how new technologies are transforming the claims process and the biggest trends to look out for in 2020.

A new age of data

It’s the future – learn how to transform your data ‘Wild West’ into a valuable asset that works to your advantage.

Collaborating for success

Understand how aggregators, brokers, law enforcement and fraud and claims departments can collaborate effectively to combat fraud.

Technology spotlights

Stay ahead of the curve and be inspired by quick-fire technology presentations delivered by innovators who are shaking up claims.

What does an excellent CX look like?

It’s the burning question. Hear industry leaders discuss their thoughts in a panel discussion dedicated to the subject.

Speakers

“A great conference that actually offers great insights into future trends and how to tackle the digital challenges ahead!”

“An essential conference for all Counter Fraud Professionals to attend, this conference enables the discussion of critical topics and explores the new fraud trends that the industry faces, a truly thought-provoking event.”

“Excellent conference with quality content and attendees. Definitely recommend for those who focus on digital transformation and new industry trends!”

Head of Analytics, Uniqa

Head of Financial Crime, RSA

Chief Executive Officer, Wilov

Agenda

All Topics
Claims
Fraud

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Fraud & Claims Wednesday, 11 March 2020

09.00 - Insurance Innovators: Fraud | Insurance Innovators: Claims

Insurance Innovators: Fraud

Insurance Innovators: Claims

Welcome Address and chair’s opening remarks

Fraud

Welcome Address and chair’s opening remarks

Claims

Session 1

09.10 - Fighting fraud in the digital age | Claims - the future in focus

Fighting fraud in the digital age

Claims - the future in focus

Keynote address

Taking counter-fraud to the next level: assessing the road ahead

Fraud

In the mirror: how technology is enabling fraud

The motives of fraudsters remain deeply rooted in human behaviours but the technology that is facilitating fraud is developing at a rapid pace. From the dark web and malicious software, to hacking and phishing, fraudsters are using ever-evolving methods to exploit security vulnerabilities and commit fraud. This session will explore a new age of fraud and how insurers can best tackle the digital challenges they face.

Fraud

Panel Discussion

Future of fraud: predictions and priorities

The biggest trend this year: why is application fraud on the rise?
What must the industry do to deal with this growing trend?
A game of cat and mouse: how can insurers develop proactive strategies to fight fraud?
Stepping up: where are fraud departments currently falling short and what needs to be done?
Unlocking potential: how can insurers optimise new technologies in fraud investigations?
To what extent is collaboration a crucial component of counter-fraud success?

Fraud

Tom Gardiner

Head of Fraud Risk and Recoveries , Aviva

Mike Bennett

Head of Fraud and Investigations , AXA UK

Keynote address

Claims in a digital age

Claims

A new era of claims: parametric insurance

From ‘Acts of God’ to business interruption: where can parametric insurance be utilised?
Building a resilient world: how can parametric insurance help close the protection gap?
Exploring the extent to which parametric insurance can significantly reduce claims pay-out time
Revolutionising claims: what are the next steps for wider adoption of parametric insurance?

Claims

Leaders’ forum

Navigating the changing claims landscape

Where can the biggest gains in claims efficiency be leveraged across both personal and commercial lines?
How are new technologies transforming the claims process?
How is telematics, drone and IoT data set to increase the speed of claims service?
Fad or future: is blockchain here to stay?
Evolution of personal injury claims: what trends are emerging?
Fad or future: to what extent can blockchain play a role in the claims process?
Finding the right balance: combatting fraud whilst putting customer first at point of claim

Claims

Session 2

11.20 - A new data landscape | Quick-fire technology spotlights

A new data landscape

Quick-fire technology spotlights

New data sources: the ‘Wild West’ of information

From the dark web to smart home devices: how can new data sources help insurers fight fraud?
A data explosion: how can counter-fraud departments prioritise quality over quantity?
What are the biggest challenges facing fraud departments in the new data landscape?
Ethical implications: harnessing the power of data whilst being aware of customer consent and privacy

Fraud

Know Your Customer from point of quote

What customer data do insurers need to fight fraud at point of quote?
ID theft and manipulation: how can insurers determine if a customer is who they say they are?
What is the future of electronic identity verification and ‘Digital Identities’?
Setting out priorities: what comes next in the fight against application fraud?

Fraud

Panel Discussion

Optimising analytics in fraud prevention

How can insurers use analytics to turn new data into useful insights to combat fraud?
How is the application of AI streamlining fraud detection?
Turning fraud detection on its head: can analytics be used to find genuine claimants?
What challenges do insurers face when adopting a new analytics strategy?
Pushing boundaries: what’s next for analytics in fraud prevention?

Fraud

Spotlight

Chatbots? Now you’re talking

24/7 instantaneous support: what role can chatbots play in handling claims and enhancing CX?
Evolution of chatbots: understanding a client’s needs and when to transition from bot to human
How can chatbots be used to help detect fraud?
Chatbots providing a new data source: how can insurers capitalise on bot advances?

Claims

Spotlight

A picture paints a thousand words

Removing pen and paper: how can claims teams make use of advancing digital visual evidence?
Reducing time and costs: drones, videos and 3D imagery
Exploring possibilities of real-time validation and accurate appraisals of damage and repair costs
How will visual evidence lead to greater trust and transparency between customer and insurer?

Claims

Spotlight

Voice recognition

How will natural language processing change the claims game?
Providing the right response: detecting and interpreting customer emotions and linguistics
Fraud detection: possibilities of checking a caller voiceprint against a blacklist of known fraudsters
Improving the customer claims experience: is voice recognition a solution for all demographics?

Claims

Spotlight

The Whiplash Portal

How will the Whiplash Portal revolutionise the claims process?
What lessons have been learned since the testing phase last autumn?
Finalising the product: what still needs to be done?
Emerging risks and unintended consequences: what can be expected from fraudsters after the reforms?

Claims

Session 3

14.15 - Workshops

In this session delegates will have the chance to attend workshops running simultaneously across the Insurance Innovators: Fraud and Insurance Innovators: Claims events

Workshop 1

Human + Tech: finding the balance

Discussion points will include:

Reframing the debate: is the future of insurance human plus technology, or human vs technology?
How can fraud and claims departments integrate new technologies alongside existing expertise?
When is the appropriate moment for humans to take over from tech in fraud investigations and the customer experience process?
Anticipating change: how will technology create skills gaps and how can insurers adapt?
Overcoming challenges: what currently stands in the way of harmonious integration?

Claims
Fraud

Julia Walker-Smith

Associate Director – Fraud , BGL

Workshop 2

Working across departments to combat fraudulent claims

Discussion points will include:

Achieving the dream: what does a holistic claims-fraud process look like?
Challenging well-established cultures: what are the first steps to increasing collaboration between departments?
Breaking down siloes: how can insurers ensure that all departments have all relevant information?
What new technologies can be adopted to facilitate greater collaboration?

Claims
Fraud

Steve Jackson

Chair , Insurance Fraud Investigators Group

Session 4

15.30 - A cohesive approach to counter-fraud | Claims in the age of customer experience

A cohesive approach to counter-fraud

Claims in the age of customer experience

IFiHUB: an update

What progress has been made with the IFiHUB so far?
Pro-active rather than reactive: how will real-time data sharing help fight fraud more effectively?
How will a single platform aid the development of data-led strategic threat assessments?
‘Built by the industry for the industry’: does the IFiHUB mark a start of a new era of collaboration?

Fraud

Ben Fletcher

Director , IFB

Case Study | GoCompare

The evolving role of aggregators in the fight against fraud

Aggregators are ideally placed to spot quote manipulation and GoCompare is leading the way in tackling application fraud. In partnership with Featurespace, GoCompare is investing in and strengthening its front-end fraud prevention and detection abilities at point of quote. Recognising its role as the first line of defence, GoCompare is paving the way for a closer industry relationship between aggregators and insurers to fight fraud on all fronts.

Fraud

Leaders’ forum

Collaborating for success

How can insurers work with law enforcement, brokers and aggregators to fight fraud?
Benefits of an online fraud fighting community: how can greater collaboration be encouraged?
The ‘Unusual Suspect’: how can insurers collaborate internally to reduce possibilities of insider fraud?
To what extent are educational campaigns a crucial part of the counter fraud strategy?
2020 vision: what does the future of fraud collaboration look like?

Fraud

Adele Sumner

Head of Counter Fraud and Financial Crime , RSA

Andy Fyfe

Detective Chief Inspector at Economic Crime Department , City of London Police

Case Study | NFU Mutual

Delivering an excellent claims experience

NFU Mutual strives for a straightforward and stress-free claims experience – this was recognised in a recent industry survey of customer attitudes that placed the insurer at the top of the table for best home and car insurance claims experience. This session will shed light on the operational aspect of delivering an excellent claims experience and how this success can be shared.

Claims

Panel Discussion

Putting the customer at the heart of claims

Dealing with the emotional aspect: cultivating empathy and loyalty in the claims journey
Diversifying into new channels: how are customers’ communication demands evolving? How must insurers respond?
Exceeding customer expectations: reducing claim time and costs with instant pay-outs
The need for transparency: meeting customer demands for live tracking and real-time updates
How can wider industry partnerships improve the overall claims experience?

Claims

Alex Whitehead

Head of Insurance , so-sure

Ask the experts

Making the claims dream an operational reality

What challenges do insurers face when implementing a new tech strategy?
The in-house transformation: what are the first steps?
How can new technologies drive economies of scale and reduce claims handling costs?
Putting everyone on the same page: how can insurers harmonise data and overcome siloes?
Security and storage: how can cloud solutions transform claims operations?
Technology plus culture: how to achieve the ultimate transformation success story

Claims

17.20

Chair's closing remarks and drinks reception

PARTNER WITH US

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Our attendees tell us their aim is to make meaningful connections with solutions providers. With this in mind, we have created a range of sponsorship opportunities that can help you raise your profile and reach the right people.

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