8 – 11 March, 2021

Streaming live directly to you

Episode One – 8 March

Episode Two – 9 March

Episode Three – 10 March

Episode Four – 11 March

Responding to a new wave of fraud

New tech in counter-fraud – harnessing the opportunities

Tech-enabled claims – looking towards a new era

Optimising the claims experience

Join us online for Insurance Innovators: Fraud & Claims

Running as four episodes across one week in March, Insurance Innovators: Fraud & Claims will bring cutting-edge conversations and content directly to your home or office. With two episodes focused on fraud and two episodes dedicated to claims, this is a great chance to dig deep into those key topics and themes affecting these significant parts of the industry.

Each episode has a standout keynote from a senior industry leader, followed by chunky panel discussions and opportunities for audience Q&A.

Much more than just content, the digital platform provides an unrivalled opportunity to chat and network with peers – forget coffee and croissants, this is the new conference normal! Join senior representatives from across insurance and technology to exchange ideas, raise your profile and unlock solutions for your business

Responding to a new

wave of fraud

Episode One | 8 March

Join experts from across the industry as they unpack the biggest fraud trends shaping 2021, weigh up the conflict between fraud detection and CX, and unlock the secrets behind successful collaboration.

New tech in counter-fraud – harnessing the

opportunities

Episode Two | 9 March

AI, advanced analytics and new data sources are transforming the power and insights of fraud departments; learn how the industry leaders are capitalising on these new opportunities.

Tech-enabled claims – looking towards a

new era

Episode Three | 10 March

Hear how IoT, drones and other new tech are enabling remote assessment and empowering claims departments to provide a ‘predict and prevent’ service for customers

Optimising the claims

experience

Episode Four | 11 March

Putting the customer at the heart of claims, building a 360˚ journey view and deploying chatbots to meet unspoken customer needs – join the discussion about how to excel at claims CX here.

Speakers

Ian Thompson

Ian Thompson

Chief Claims Officer, Zurich

Grace Hanson

Chief Claims Officer, Hiscox

Ben Fletcher, IFB | Counter Fraud 2019 | Insurance Innovators

Ben Fletcher

Director, Insurance Fraud Bureau

Steve Dukes, Confused.com | Insurance Innovators

Steve Dukes

Chief Product Officer, Confused.com

Andrew Fairclough, Zurich

Andrew Fairclough

Global Head of Claims Operational Excellence, Zurich

Jeremy Trott

Claims Director, Ecclesiastical Insurance

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

Julia Walker-Smith

Associate Director – Underwriting Services & Customer Support, BGL Group

Andrew Moore, RSA

Andrew Moore

Director of Home Claims, RSA

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“It is great that we can still keep the sense of insurance community considering the pandemic.”

 

Head of Claims, UNIQA

Agenda

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Episode One - 09:30 GMT
Monday, 8 March 2021 8 Mar

Episode Two - 09:30 GMT
Tuesday, 9 March 2021 9 Mar

Episode Three - 09:30 GMT
Wednesday, 10 March 2021 10 Mar

Episode Four - 09:30 GMT
Thursday, 11 March 2021 11 Mar

Responding to a new wave of fraud

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From the studio

Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.


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

Associate Director – Underwriting Services & Customer Support
BGL Group

Paul Ridge, SAS | Insurance Innovators
Paul Ridge

Head of Insurance UK & Ireland
SAS

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Keynote

Aligning fraud strategy with wider business objectives

In this keynote, we explore the importance of aligning fraud strategy with other key business objectives, and how to achieve this. Fraud detection and prevention is vital to the financial and reputational wellbeing of an insurer; however, fraud strategy doesn’t always align with speedy CX and claims payouts. Find out how to align objectives to streamline operations and increase profit margins.


Ben Fletcher, IFB | Counter Fraud 2019 | Insurance Innovators
Ben Fletcher

Director
Insurance Fraud Bureau

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From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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Panel discussion

Assessing the current climate: what are the key fraud trends?

• What does a fraudster look like in 2021?
• Large fires, water damage, ‘crash for cash’ schemes: how is the recession influencing fraudulent behaviour?
• How is opportunistic fraud evolving and how can insurers work to prevent it?
• Playing the system: IoT as an enabler of fraud
• Pre-empting the rise of CMCs and COVID-19 claims: what’s the best strategy?
• In what ways is remote working impacting fraud departments and fraud detection?
• How will fraud patterns change after the Civil Liabilities Act and Whiplash Reforms come into force?
• What does successful industry collaboration look like? What still needs to be done?


Tom Gardiner, Aviva | Counter Fraud 2019 | Insurance Innovators
Tom Gardiner

Head of Fraud, Claims Risk and Recoveries
Aviva

David Phillips
David Phillips

Claims Validation Technical Manager
NFU Mutual

Mark Button, University of Portsmouth | Insurance Innovators
Mark Button

Director of the Centre for Counter Fraud Studies
University of Portsmouth

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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Networking & coffee break


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Panel Discussion

Overcoming the conflict between fraud detection and good CX

• How are technological advances enabling insurers to better navigate counter-fraud and good CX?
• Accelerating customer on-boarding whilst still exercising sufficient caution
• How can good data management and data sharing between departments enable better fraud detection and CX?
• How can fraud and claims departments better co-operate to align their objectives?
• Do insurers still have to strike a balance between fraud and good CX, or can both be optimised?


Jon Radford, QBE | Insurance Innovators
Jon Radford

SIU Claims Manager
QBE Europe

Ami Fromson, Tesco Underwriting | Insurance Innovators
Ami Fromson

Head of Fraud
Tesco Underwriting

Scott Clayton, Zurich
Scott Clayton

Head of Claims Fraud
Zurich

Adele Sumner. RSA | Counter Fraud 2019 | Insurance Innovators
Adele Sumner

Head of Counter Fraud and Financial Crime
RSA

Geoffrey Andrews speaking at Insurance Innovators: Counter Fraud
Geoff Andrews

Co-founder & Chief Operating Officer
Carpe Data

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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New tech in counter-fraud - harnessing the opportunities

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From the studio

Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.


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

Associate Director – Underwriting Services & Customer Support
BGL Group

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Keynote

Aggregators: optimising data to detect application fraud

In this keynote, Steve explores how aggregators can utilise data to help detect and prevent fraud and the importance of industry data sharing and collaborating with the wider industry to catch fraudsters.


Steve Dukes, Confused.com | Insurance Innovators
Steve Dukes

Chief Product Officer
Confused.com

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From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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Panel discussion

Taking AI-driven advanced analytics to the next level

• COVID-19 and beyond: how can insurers keep analytics models accurate in exceptional times?
• Geo-location, device profiling, social media: are we on the brink of a data revolution?
• How can insurers capitalise on the data deluge to combat fraudulent behaviour?
• What are the next steps for adoption and integration of RPA, AI and ML?
• What barriers do insurers face when adopting new analytics models?
• In what timeframe can we expect fully integrated digital models to detect and prevent fraud at scale?


Insurance Innovators speaker
Lorenzo Morganti

Head of Fraud Analytics
AXA

Vera Sønsthagen
Vera Sønsthagen

Head of SIU – Norway
Gjensidige

Andrey Zhukov, Central Bank of the Russian Federation | Insurance Innovators
Andrey Zhukov

Insurance Fraud Analyst
Central Bank of the Russian Federation

FRISS: Insurance Innovators
Christian Van Leeuwen

Chief Technology Officer & Co-Founder
FRISS

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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Networking & coffee break


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Panel discussion

New tech in counter-fraud: exploring the opportunities and challenges

• How is tech enabling proactive monitoring and an end-to-end view of customers?
• Video, AI and biometrics: what are the next steps for online identity verification?
• Budgets, workforce limitations, poor data quality: what are the greatest challenges to integrating new technologies with existing expertise?
• What steps can be taken to overcome these challenges?
• Digital and human agents: what will the future of counter-fraud workforces look like?
• Virtual and augmented reality in anti-fraud programmes: fad or future?


Gareth Evans
Gareth Evans

Consultant – Counter Fraud Intelligence Team
Ageas

Steve Jackson, Covea Insurance | Counter Fraud 2019 | Insurance Innovators
Steve Jackson

Head of Financial Crime
Covéa Insurance

Rob Douglas, Skopenow | Insurance Innovators
Rob Douglas

Chief Executive Officer and Co-founder
Skopenow

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Tech-enabled claims – looking towards a new era

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From the studio

Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.


Melissa Boyars, Generali | Insurance Innovators
Melissa Boyars

Claims Operations Manager & Technical Excellence Co-ordinator UK
Generali

Xavier Marcillac photo, IBA, Insurance Innovators speaker
Xavier Marcillac

VP Sales
IBA

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Keynote

Unlocking a mindset of innovation in claims


Grace Hanson

Chief Claims Officer
Hiscox

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From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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Panel discussion

Remote assessment: leveraging technology to improve service

• Post-COVID-19: to what extent will remote claims assessment become the norm?
• Which insurance lines have been quickest to adopt remote assessment?
• Aerial imagery, IoT, sensors, drones: how are different technologies being used?
• How does AI and ML help handle these claims in real time?
• How can remote technologies deliver ROI and cost savings?
• How does the claimant benefit from remote assessment?
• How will advances in image recognition and computer vision transform claims?
• What’s next for remote assessment?


Andrew Fairclough, Zurich
Andrew Fairclough

Global Head of Claims Operational Excellence
Zurich

Insurance Innovators speaker
Andy Warren

Head of Claims Operations
Ticker

Hugo Delavaquerie, Admiral | Insurance Innovators
Hugo Delavaquerie

Head of Claims Analytics and Underwriting
Admiral

Philippe Lafreniere, Slice | Insurance Innovators
Philippe Lafreniere

Chief Growth Officer
Slice Labs

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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Networking & coffee break


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Panel discussion

A digital future: how will technology change the claims process?

• How can investing in ‘digital’ help insurers build an intuitive claims process?
• How is the ‘predict and prevent’ model evolving?
• From business interruption to pandemics: is parametric about to go mainstream?
• Which technologies are transforming operations and driving efficiencies?
• Exploring the future claims ecosystem: what role does technology play in facilitating this?


Jeremy Trott

Claims Director
Ecclesiastical Insurance

Andrew Moore, RSA
Andrew Moore

Director of Home Claims
RSA

Marcel Gordon, Shift | Insurance Innovators
Marcel Gordon

VP Product
Shift Technology

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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Optimising the claims experience

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From the studio

Juliette Foster will moderate the discussions and debrief with insurance pundits in the studio.


Tracy Bradbury, RSA | Insurance Innovators
Tracy Bradbury

Head of FNOL & First Party Claims
RSA

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Keynote & Case Study

Zurich – Putting the customer at the heart of claims

Hear how Zurich has put the customer at the heart of claims by creating a 360-customer view. Learn how the company has joined internal data points to create a single view of the customer’s products, lifestyle choices and communications preferences. When a customer makes a claim with Zurich, good data management means all the information is in one place for the claims department and the customer has a quick and easy claims journey. The results? Happy and loyal customers.


Ian Thompson
Ian Thompson

Chief Claims Officer
Zurich

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From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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Panel discussion

Chatbots: transforming operations and CX

• Where are chatbots currently deployed in insurance? And to what level of success?
• Shifting priorities: to what extent has COVID-19 accelerated investment in chatbots?
• From customer communication channel to actioning processes: how quickly are chatbots evolving?
• Delivering for all demographics: are chatbots always appropriate?
• The proactive chatbot: how can AI be used to identify and meet unspoken customer needs?
• Can chatbots help insurers deliver transparency to customers?
• A hybrid workforce: knowing when to transition from virtual to human agent
• Looking to the future: how significant a role are chatbots ultimately set to play?


Insurance Innovators speaker
Harald Felgner

Digital Experience – UX Innovation
AXA

Jörg-Tobias Hinterthür, Zurich
Jörg-Tobias Hinterthür

Head of Smart Home Innovation Lab
Zurich

Arunima Gautam, Quantiphi | Insurance Innovators
Arunima Gautam

Practice Leader, Financial Services and Insurance
Quantiphi, Inc.

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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Networking & coffee break


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Panel discussion

Investing in operations for seamless CX

• What role can telematics play in creating a seamless customer experience?
• What practical steps can insurers take to capitalise on real-time data for enhanced CX?
• What are the benefits in claims of building a full view of the customer? How can this be achieved through joining data points?
• Automating the claims journey: tech as an enabler to free up human agents for more complex tasks
• What is the future role of contact centre agents in the claims process?


Jason Balls Photo, Zurich, Insurance Innovators speaker
Jason Balls

Claims Market Insights Manager
Zurich

Val Uvarov, Zego
Val Uvarov

Head of Claims
Zego

Hugh Pelling | Insurance Innovators
Hugh Pelling

Senior Account Director, FS&I
Blue Prism

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Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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Sponsors

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Networking opportunities

At Insurance Innovators: Fraud & Claims, we don’t just deliver on content, we are also facilitating those all-important conversations and connections with our brand new networking and matchmaking platform.

Industry communication and collaboration has never been so important. Anyone that purchases a ticket to the live-streamed event can still access to extended networking opportunities on our platform where you can build your network, drive business growth, and stay ahead of the curve.

All episodes include:

  • Virtual coffee breaks
  • Invitation-only virtual boardrooms
  • Live Q+As with speakers

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

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.

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  on our networking and matchmaking app.

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 video-meetings.

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