Rebuilding trust

in insurance

Moving to a ‘predict and prevent’ insurance model to reshape the customer-insurer relationship

Available on-demand

Insurance has suffered a greater decline in trust than any other financial sector during the pandemic.  Long contact centre queues, frustrating digital and chatbot experiences and adverse publicity about disappointed claimants have all undermined customer confidence. As we emerge into the next normal, there is now a burning need for insurers to build a better customer-insurer relationship.

Fortunately, digital developments present a solution: enabled by AI-driven analytics and burgeoning data from connected devices, the industry has the opportunity to extend its proposition from simple risk mitigation to that of trusted advisor, providing its customers with hyper-personalised risk prevention advice. Join our panel of experts as we discuss the key success factors in making this shift to a “predict and prevent” insurance model, which has the potential to transform trust in the insurance industry forever.


Dan Fiehn

Group Chief Operating OfficerMarkerstudy

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Insurance Innovators: Dan Fiehn
Dan Fiehn

Group Chief Operating Officer


‘challenge, to improve’ is the principle that guides Dan. He is a leader and strategist and with over 30 years’ experience, sits on the Markerstudy board in his current role.

Dan joined Markerstudy, the UK’s fifth largest motor insurance provider, in 2011 to head up the Group IT and Product Management divisions and led the rebrand of the division to ‘M-Powered’, building a culture of innovation, developing a scalable infrastructure to fast track mergers and acquisitions and underpinning rapid growth. Responsible for the IT digital strategy and IT and business cross functional teams, Dan created an award-winning team achieving recognition at the CIO Top 100, Gartner Eye on Innovation and Celent Model Insurer Awards.

Amy Brettell

Head of Customer, UK ClaimsZurich Insurance Group

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Amy Brettell ,Zurich | Insurance Innovators Festival speaker
Amy Brettell

Head of Customer, UK Claims

Zurich Insurance Group

Amy is Head of Customer, UK Claims, working with a super bunch of people advocating for our customers every day. Amy has overall responsibility for claims relationship management, digital customer journey, proposition development, market insight, market voice and our customer listening programme. Amy is a member of the Zurich Community Trust “Executive”. With a passion for sustainability Amy has led or sponsored activities across the business in this space. Amy also sits on the Pension Trustee Board and is Chair of the Ethics Board for Ninety, an insurance innovation consultancy committed to giving 90% of its profits to social causes.

Sue McCall

ChairSociety of Claims Professionals

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Sue McCall
Sue McCall


Society of Claims Professionals

Sue is the Chair of the Society Of Claims Professionals, which is part of the Chartered Insurance InstituteSue has over 30 years’ experience in operational and technical claims management across most classes. She has worked in the Regional, London and Lloyd’s market including nearly 9 years spent at Aspen Risk Management as Head of Claims.

Neil Greathead

Chief Customer OfficerSmart Communications

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Neil Greathead, Smart Communications
Neil Greathead

Chief Customer Officer

Smart Communications

Neil leads Smart Communications’ customer success management, professional services, support and training teams in an effort to help customers more efficiently and effectively scale the conversation. He brings to Smart Communications an exemplary track record of transforming customer success across a number of global software companies, including BMC Software and SAP. Supporting Smart Communications’ key focus on helping its customers be industry leaders in delivering meaningful conversations, Neil will support their digital transformation efforts and oversee their progression toward more modern customer communications. Prior to his tenure at BMC and SAP, Greathead served in customer service and support roles at BEA and Sun Microsystems.

Jim Bruce

Senior Director, Customer TransformationSalesforce

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Insurance Innovators: Jim Bruce
Jim Bruce

Senior Director, Customer Transformation


Jim’s industry experience covers the breadth of Financial Services, including General Insurance, Banking, Healthcare, Life & Investments, and prior to joining salesforce he spent nearly 10 years at Cigna as Global Sales, Strategy and Marketing Director and then as Chief Operating Officer.

Jim brings an Industry lens to guide visionary Insurance businesses through successful digital partnerships and implementations. He provides an internal Voice of the Customer and challenge to the Salesforce business. Jim works alongside C-suite Executives to ensure that the most appropriate solutions and opportunities are prioritised with a focus on time to value and strategic priorities for the Customer, and dives a culture of transparency, customer obsession and orderly engagement – “One Salesforce”


22 April at 3PM BST

60 Minutes

  • To what extent could a ‘predict and prevent’ insurance model revolutionise customers’ trust in insurers?
  • What are the critical factors in making this happen? What skills and technologies required?
  • The engagement challenge: what will make customers take notice of risk advice communications, and then ensure they take action accordingly?
  • Kickstarting a virtuous circle: how can insurers encourage customers to provide ever deeper access to data in exchange for increasingly personalised and insightful advice?
  • Leveraging and utilising the data: how do you achieve optimal real time analytics?
  • A convenient and frictionless experience: how essential is providing fast, accurate and, most-importantly, personalised information in real time to inspire confidence in the insurance process?
  • Which channels are likely to work best? How can you orchestrate a clear and consistent message across all of them?
  • A new role for claims department: how can practical risk prevention interventions best be organised and trust-inspiring customer experience be ensured?
  • Will insurers ultimately succeed in becoming trusted life partners and, if so, how long is it likely to take?


Sponsored by:

PA Consulting Company Logo

About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.

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Sponsored by:

Salesforce Industries Logo, Insurance Innovators

About Salesforce

Salesforce is the #1 CRM, bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, voice, and artificial intelligence—to connect to their customers in a whole new way. The Salesforce Customer 360 is an integrated CRM platform, powered by AI, that unites marketing, sales, commerce, IT and analytics departments.Salesforce is one of the leaders on Fortune’s Change the World list, and has been one of Fortune’s 100 Best Companies to Work For, for twelve years in a row. 

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