Featuring two co-located events for fraud & claims professionals

11 March 2020 | Hilton Tower Bridge, London

Featuring an insurtech evening on 10 March 2020

Attendees will benefit from tailored content from specialist speakers who are pushing the boundaries in fraud and claims ecosystem.

Whilst the content is separated, the two events will share one networking space and joint workshops. Under one roof we will bring together senior representatives from every important industry player to exchange ideas, forge new partnerships and unlock potential collaborations.

Insurance Innovator: Fraud

Hot topics: Fraud

 

Insurance Innovator: Claims

Hot topics: Claims

 

Fraud in the digital age

Hear experts discuss digital trends and future forecasts, and learn how your department can step-up its strategies in the fight against fraud.

The changing claims landscape

Hear from experts about how different technologies are transforming the claims process and the biggest trends to look out for in 2020.

A new data landscape

Take a look at what’s just over the horizon, grab control and transform your data ‘Wild West’ into a valuable asset that works to your advantage.

Collaborating for success

The issue at the top of everyone’s agenda! Join this session that is dedicated to understanding 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 the claims space.

What does an excellent CX look like?

The burning question every insurer is striving to answer and deliver! Hear how claims departments can rise to meet 21st century expectations and deliver an excellent customer experience.

Speakers

Jessie Burrows, Direct Line Group | Insurance Innovators

Jessie Burrows

Managing Director – Claims and Finance, Direct Line Group

Dan Trueman, AXIS Insurance | Insurance Innovators

Dan Trueman

Global Head of Cyber, AXIS Insurance

Mike Bennett, AXA UK | Insurance Innovators

Mike Bennett

Head of Fraud and Investigations, AXA UK

Dave Thompson, Tesco Underwriting | Insurance Innovators

Dave Thompson

Director of Claims, Tesco Underwriting

Adele Sumner. RSA | Counter Fraud 2019 | Insurance Innovators

Adele Sumner

Head of Counter Fraud and Financial Crime, RSA

Martin Kroos

Martin Kroos

Head of Claims, Achmea

Sam White

Sam White

Chief Executive Officer, Pukka Insure

Tom Gardiner, Aviva | Counter Fraud 2019 | Insurance Innovators

Tom Gardiner

Head of Fraud, Risk and Recoveries, Aviva

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More Speakers

Collaborate and solve your problems

You asked and we delivered! Our two afternoon workshops will facilitate original discussions around the most pressing issues facing fraud and claims professionals. Collaborate, engage and come away feeling inspired with practical insights to take back to your organisation.

Workshop 1

Human + Tech: finding the balance

Workshop 2

Working across departments to combat fraudulent claims

Dicussion points 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?

Dicussion points 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?

Pre-event InsureTech Evening

Kick-start your conference in the right way by attending our Insurtech evening on 10 March. Unwind, put your feet up and be dazzled by a hand-picked selection of claims and fraud lighting pitches from rising insurance stars who have the potential to revolutionise your business.

Agenda

  • All Topics
  • Claims
  • Fraud
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Fraud & Claims Wednesday, 11 March 2020

09.00

Welcome Address and chair's opening remarks

Session 1

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

Insurance Innovators: Fraud
Insurance Innovators: Claims

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

Dan Trueman, AXIS Insurance | Insurance Innovators
Dan Trueman

Global Head of Cyber , AXIS Insurance

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, Aviva | Counter Fraud 2019 | Insurance Innovators
Tom Gardiner

Head of Fraud, Risk and Recoveries , Aviva

Mike Bennett, AXA UK | Insurance Innovators
Mike Bennett

Head of Fraud and Investigations , AXA UK

Ben Neyland, Admiral | Insurance Innovators
Ben Neyland

Head of Counter Fraud , Admiral

Keynote address

Claims in a digital age


  • Claims

Jessie Burrows, Direct Line Group | Insurance Innovators
Jessie Burrows

Managing Director – Claims and Finance , Direct Line Group

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

Adam-Rimmer, FloodFlash | Insurance Innovators
Adam Rimmer

Co-founder , FloodFlash

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

Dave Thompson, Tesco Underwriting | Insurance Innovators
Dave Thompson

Director of Claims , Tesco Underwriting

Martin Kroos
Martin Kroos

Head of Claims , Achmea

Sam White
Sam White

Chief Executive Officer , Pukka Insure

David Fineberg, Generali
David Fineberg

Head of Claims , Generali

Session 2

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

Insurance Innovators: Fraud
Insurance Innovators: Claims

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

Simon Jones, Direct Line Group | Insurance Innovators
Simon Jones

Principal Data Scientist, Darwin , Direct Line Group

Fireside Chat

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

Robin Tombs, Yoti | Insurance Innovators
Robin Tombs

Chief Executive Officer , Yoti Ltd

Speaker placeholder
Alison Mcdowell

Head of Financial Services Engagement , Government Digital Service

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

Jon Radford, QBE | Insurance Innovators
Jon Radford

SIU Claims Manager , QBE Europe

Douglas Allen, Co-operative Insurance | Insurance Innovators
Douglas Allen

Data Scientist , The Co-operative Insurance

Nicholas Kelsall, Allianz
Nicholas Kelsall

Fraud and Technical Claims Manager , Allianz

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

Louise McCormack, AA Ireland | Insurance Innovators
Louise McCormack

Customer Lifecycle Manager , AA Ireland

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

Ashish-Umre, AXA XL | Insurance Innovators
Ashish Umre

Head of Artificial Intelligence , AXA XL

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

David Anderson, Liberty Mutual, Insurance Innovators
David Anderson

Director of Technology , Liberty Mutual

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

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

Chair , Insurance Fraud Investigators Group

Session 4

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

Insurance Innovators: Fraud
Insurance Innovators: Claims

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

Speaker placeholder
Stephen Dalton

Head of Intelligence and Investigations , IFB

Case Study | Confused.com

The evolving role of aggregators in the fight against fraud

Aggregators are ideally placed to spot quote manipulation and Confused.com is taking a pro-active approach to tackling ghost broking and application fraud. In this presentation, Stephen shares the experiences of fighting fraud from the perspective of an aggregator. Recognising its role as the first line of defence, Confused.com is paving the way for a closer industry relationship between aggregators and insurers to fight fraud on all fronts.


  • Fraud

Stephen-adams | Insurance Innovators
Stephen Adams

Fraud Manager , Confused.com

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. RSA | Counter Fraud 2019 | Insurance Innovators
Adele Sumner

Head of Counter Fraud and Financial Crime , RSA

Andy Fyfe, City of London Police | Insurance Innovators
Andy Fyfe

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

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

Associate Director – Fraud , BGL

Case Study | Achmea

Behind the scenes of an excellent claims experience

In this case study, Martin explains how Achmea has built an excellent claims experience and holds a leading position in the Dutch market. Drawing on a wealth of experience, he discusses how to overcome the challenges of working in a large insurer including how to implement new tech strategies and work effectively across departments. Charting the in-house transformation, this session will shed light on the operational aspect of delivering an excellent customer experience and how this success can be shared.


  • Claims

Martin Kroos
Martin Kroos

Head of Claims , Achmea

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

Andy Whitehead, So-Sure | Insurance Innovators
Alex Whitehead

Head of Insurance , so-sure

Andrew Moore, RSA
Andrew Moore

Director of Pet Claims , RSA

Will Paskins, Zurich | Insurance Innovators
Will Paskins

Head of Claims Digital Experience , Zurich Insurance Group

Vicki Heslop, Covea Insurance | Insurance Innovators
Vicki Heslop

Head of Customer Claims – Personal Lines , Covéa Insurance

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

Melissa Boyars, Generali | Insurance Innovators
Melissa Boyars

Claims Operations Manager , Generali

17.20

Chair's closing remarks and drinks reception

“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

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.” Guidewire

 

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.

Sponsors

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All tickets include:

Full access to Insurance Innovators: Fraud, Insurance Innovators: Claims, lunch & refreshments and a drinks reception

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15% off

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