Remind Me
2011 Programme
08.00 Registration and coffee
09.00 Chairman's welcome and interactive voting
Jonathan Swift, editor in chief, Post Magazine
09.15 Evolving your claims operating model to meet your customers' service needs
- Which works better: specialists for each phase of a claim, a dedicated claims handler throughout the process, or a hybrid model?
- How does streamlining claims processes impact the skills requirements of the department?
- How do you make the transition?
- Demonstrating ROI on operating model transformation
Professor John Seddon, managing director, Vanguard Consulting
09.50 Skills panel discussion: How do the leaders of tomorrow view the claims sector of today?
- What, if anything, makes school leavers and graduates choose a career in insurance claims?
- What more could the profession do to attract young talent?
- Are current personal development strategies as effective as possible?
- What more could be done to develop and retain our best talent?
Chair: Tony Emms, UK chief claims officer, Zurich
Panelists:
Tim Andrews, claims manager (technical), Aviva UK
Neil Higgins, senior claims adjuster - global casualty and professional indemnity claims, QBE European Operations
Robin Stagg, corporate partner claims team leader, Allianz Insurance
10.35 Coffee and networking
11.00 The changing legal landscape for liability insurance
- How much? Ogden tables, discount rate review and Jackson damages
- For what? Causation, compensation culture and personal responsibility
- In what forum? A look at Rome II and UK devolution
- Come again? The increasing use of judicial review in shaping policy
Alistair Kinley, head of policy development, Berrymans Lace Mawer
11.30 Mitigating losses from the growing spate of escape of water claims
- Trends in escape of water claims in the wake of recent freeze events
- Is changing the terms of cover a viable solution? What will be the long term impact on customer satisfaction?
- Exploring preventative measures, from educating customers on risk management to installing mechanisms for protecting pipework
Joanne Musselle, head of UK claims and group claims strategy, Hiscox
12.00 Questions and comments
12.15 Interactive streamed sessions
Improving vehicle safety: What can insurers do?
- Latest innovations in crash avoidance and mitigation technology
- Encouraging and incentivising customers to drive safer cars
- What support does the car industry expect from insurers, and how can we work better together?
Peter Shaw, CEO, Thatcham
The future of flood claims
- Trends in global warming and their predicted impact on flooding
- How will the relationshop between the government and insurers evolve over the next couple of years?
- How great is insurers' appetite for underwriting flood risks? How will this impact claims departments?
Matt Cullen, policy advisor, ABI
13.00 Lunch and networking
13.40 Keynote address: How will recent and future legislation change claims processes?
- The Jackson Review in practice: How should it change insurers' operating models?
- Cracking down on claims farming and the use and abuse of consumer data
- Is there any future for referral fees? Preparing for a world without them
- Whiplash damages: How does the UK compare with other jurisdictions and what could we learn from them?
Rt. Hon. Jack Straw MP
14.15 Working with the repair industry to improve cycle times
- Why does it take so long to repair a car?
- What innovations in technology and process could we implement to improve cycle times?
- Changing the mindset of the repair industry to improve efficiency and put the customer at the centre of the process
Rob Smale, claims and operations director, Ageas
14.45 Delivering results through claims technology
- The technology landscape today
- European technology trends
- The challenges of driving claims change
- What is delivering most value to insurers?
Imran Ahmed, partner - financial services performance improvement, Ernst & Young
15.15 Questions and comments
15.25 Coffee and networking
15.55 Panel discussion: The future of referral fees
- Should insurers ban referral fees? Will the government ban them for us?
- How will the market change if referral fees are banned, and what operational and commercial impact will this have on insurers?
- Working collaboratively to combat the compensation culture
James Dalton, assistant director, Motor, Property and Liability, Association of British Insurers
Judith Gledhill, head of personal injury, Thompsons Solicitors
Robin Reames, chief claims officer, Axa Personal Lines
16.40 Chairman's summary and close of conference
16.50 Networking drinks reception
