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Partner sponsor Main sponsor Legal Sponsor Drinks Sponsor
Stream sponsor Exhibitors Supported by
Panelists and speakers include:
Achieving an exceptional claims service cultureLondon Market Claims is the only conference dedicated to addressing strategic
claims challenges for all stakeholders from across the value chain in order to improve claims performance for clients
Martin ThomasChief Claims OfficerAON Risk Services UK
Jonathan ClarkHead of Business Solutions & Syndicate Claims Management, SCOR SE
Andrew SellersGroup Claims Service Delivery ManagerHiscox
John MuirManaging Director of Technical & Operational PracticesWillis Limited
EARLY BOOKING
RATE ONLY
£399 + VAT
Angela DoranGroup Claims Manager, Insurable RiskTesco Stores Limited
Michael EastHead of Claims and OperationsCanopius
Colin BarkerGroup Risk Manager, Bayer& Airmic Board Member
Martin TurnerClaims DirectorXL London Market
THEINSURANCENETWORK
London Market ClaimsOctober 16th 2014 | Dexter House | London
Keynote speaker:
Dominic ChristianExecutive Chairman, Aon Benfield Internationaland CEO, Aon UK Limited
OverviewClaims performance is a critical area of competitive advantage - both for London competing against other global markets and as a differentiator between firms within the market. The challenge is how to achieve a ‘claims service culture’ across the value chain that will deliver and exceed client expectations.
By bringing together the entire insurance value chain - including clients – this conference identifies the issues, discusses the opportunities and provides solutions to your claims challenges:
• How creating a claims service culture can improve the customer experience• What role and value should claims functions bring at the pre-placement stage?• How do we keep improving claims performance to meet changing client needs?• How can claims data and analytics be used to develop your business?• How can London help risk managers deliver on and exceed boardroom expectations?• Using technology to increase efficiency, communications and customer service
Early Booking rate £399 + VAT – Book 2 places and get the 3rd place FREE
09.00 Keynote presentation Maintaining the London Market’s lead in global insurance innovation and service
• Four strategic challenges that the London Market needs to respond to: – Increasing global competition – Rapid development in technology and communications – New and rich data sources and their impact on underwriting, claims and innovation – The war for talent as growth returns• Where will the burning platform for change come from?• Improving claims responsiveness by aligning customer, broker and underwriter relationship• A vision for the future
Dominic ChristianExecutive Chairman, Aon Benfield Internationaland CEO, Aon UK Limited
09.35 Results of the research paperBen will present the findings of the pre-conference 2014 risk management survey and research conducted with key stakeholders from across the market. The themes presented will establish the parameters for discussion in the next two sessions.
Ben BoltonFounder & Managing DirectorGracechurch Consulting
Programme - morning
Partner sponsor:
08.30 Registration and coffee
13.00 Networking lunch in the exhibition hall
11.15 Networking refreshment break
09.50 Meeting strategic claims challenges5 industry experts will build on the results of the research paper - presenting the main strategic challenges facing London and potential approaches to overcoming them. The panelists will then take questions from the audience to stimulate a discussion on the barriers and issues preventing progress being made.
Panel Discussion 1 Creating an exceptional claims service culture
Topics to be discussed include:
• What needs to change to improve the level of trust between risk managers and insurers?• How do we create greater transparency, better communications and less reliance on legal intervention?• What measures and metrics will help improve claims performance and demonstrate value to clients? • What can the London market learn from competitors?• Understanding why claims ‘go wrong’ and what we need to do to stop: – communication breakdowns along the chain – poor wordings – inappropriate legal intervention – lack of understanding of client’s business• How can we adopt more flexible approaches to suit clients’ needs?
Programme - morning
11.45 Panel Discussion 2 Overcoming the practical challenges to deliver on client expectations
Our expert panel of speakers will continue to discuss and respond to questions from the audience focusing on the practicalities of improving claims performance. Areas for discussion include:
• How can the market differentiate on service?• How can we achieve consistency within: – Speed of service – Claims certainty – Better communications between all the active parties• How can the insurance value chain work together to benefit the client?• How does the market avoid complex litigation?
Martin ThomasChief Claims OfficerAON UK Limited
David HendersonOperations Vice President, Claims Manager, FM Global
Angela DoranGroup Claims Manager, Insurable Risk, Tesco Stores Limited
Jonathan ClarkHead of Business Solutions, & Syndicate Claims ManagementSCOR SE
Patrick HarringtonPartner, Head of Construction Claims, JLT Speciality Limited
David HillHead of Risk Management, AET
Andrew SellersGroup Claims Service Delivery Manager, Hiscox
Peter SchwartzConsultant & expert in reinsurance matters with expertise in handling Lloyd’s market clients, Holman Fenwick Willan
Andrew JacksonManaging Director - Property, Casualty & Special Risks Charles Taylor Adjusting
Stream 1Aligning operations to
improve claims performance Establishing claims excellence
across the business
Sponsored by:
INTRODUCTION: This session will explore the people, process and technology challenges in improving the client experience.
CASE STUDY: How to provide claims consistency and best practice across the value chain
• Aligning resources across the business to focus on claims management and service• Where should you focus your efforts to achieve an excellent and consistent service?• Effectively using benchmarking to establish areas of improvement • Improving speed of settlement through better communications across the supply chain
Michael EastHead of Claims & Operations, Canopius
OUTCOME: The discussions will focus on overcoming the practical challenges of
improving claims performance
Stream 2
Claims data and analytics
Driving new business, creating new products and increasing renewals
Sponsored by:
INTRODUCTION: Using advanced data and analytics to drive business value, improve underwriting and customer service.
CASE STUDY: The challenges of effectively using data to enhance claims performance
• How can access to shared data benefit claims across the market?• How can the relationship between clients and insurers be improved using analytics?• How good is the quality of real time data provided by third parties? • What are the implications for operating models? • When is the time for infrastructure investment?
Ben HayesMI Claims ManagerLloyd’s
OUTCOME: Discover how claims data can help improve claims service and create winning business strategies
Stream 3
Developing a claims service culture
Placing claims and service at the heart of the business
INTRODUCTION: Overcoming the challenges of moving to a customer centric strategy.
CASE STUDY: What are the challenges and obstacles to achieving a customer centric model?
• Understanding customer needs and expectations • Developing a target operating model that reflects those customer needs• The importance of leadership from the top to embed a culture of service • Developing internal protocols and procedures• Prioritising resources to enhance the customer experience
Sara AgerClaims and Client Services DirectorOIM UK
OUTCOME: How new approaches to people, process, resourcing and talent
management can improve claims performance and customer service
16.35 Closing panel discussion Can London deliver improved claims performance in an increasingly competitive, technology enabled and fast moving global market? The recent LMG letter to chief executives of all London Market firms, outlining a project to better understand the competitive landscape in which the market operates, is both welcome and worrying at the same time. Welcome, in that continued review,
assessment and reaction is essential if the market is to develop – worrying as we seem to have been asking this question - with no real answers forthcoming - since time immemorial. This panel discussion will explode some of the myths and propose fundamental changes that will need to be seen for the market to compete in the 21st century, including some more leftfield suggestions. Join this more light hearted look at some of the serious issues before joining us for the drinks reception
15.10 Netw
orking refreshment break
17.30 Drinks reception
Programme - afternoon14.00 – 15.10 Delegates choose to attend one of the following three streams
Mark MullinProduct Marketing Manager EMEA, Guidewire
John MuirManaging Director of Technical & Operational Practices, Willis Limited
Chair: Panelists:
16.35 Closing panel discussion Can London deliver improved claims performance in an increasingly competitive, technology enabled and fast moving global market? The recent LMG letter to chief executives of all London Market firms, outlining a project to better understand the competitive landscape in which the market operates, is both welcome and worrying at the same time. Welcome, in that continued review,
assessment and reaction is essential if the market is to develop – worrying as we seem to have been asking this question - with no real answers forthcoming - since time immemorial. This panel discussion will explode some of the myths and propose fundamental changes that will need to be seen for the market to compete in the 21st century, including some more leftfield suggestions. Join this more light hearted look at some of the serious issues before joining us for the drinks reception
Stream 4Effective pre-placement
planning Insurers, brokers and clients
working together to avoid claims failure
INTRODUCTION: How can each party add value at the pre-placement stage?
CASE STUDY: Key criteria in developing pre-placement scenarios to effectively stress test polices • Where do the responsibilities lie to ensure a policy responds to client expectations?• A model for developing effective stress tests, claims protocols and claims planning• Preparing the stakeholders at the planning stage to avoid worst case scenario• How will the proposed Insurance Contract Law reforms affect the market?
Candy HollandManaging Director, Echelon Claims Consultants and President, CILA
Chris McGloin, former VP Risk Management & Insurance, Invensys Plc & AIRMIC Board Member
OUTCOME: Discuss the role that each party plays in ensuring a better service in
the event of a claim
Stream 5
Meeting client boardroom expectations
Expectations and risk management delivery
INTRODUCTION: What does the CEO want and how can the market help the risk manager deliver?
Top 5 claims challenges and how they can be overcome
1. How does the risk manager effectively ‘work the board’?2. Preparing a financial case for risk management decisions3. Are there alternative risk management approaches to insurance - and how can the market help?4. Critical steps to re-instating the business in the event of a claim5. Avoiding difficult and complex litigation
Colin BarkerGroup Risk Manager, Bayer& Airmic Board Member
OUTCOME: Discover how the industry can support clients and how claims can add
value pre-placement
Stream 6
London Market claims technology
How will new technology impact traditional business models
Sponsored by:
INTRODUCTION: Discover how new technologies will shape London Market claims.
Technology will drive change in the market and the claims function – but where will it have the most impact?
• Where is change happening now and what does this mean for organisational strategy and operations in the future?• The convergence of technology, data and generation Y • Using innovation to overcome the conservative culture within the industry• Dealing with legacy systems as agility becomes the key to sustainable competitive advantage • Quick wins now – dealing with duplication, re-keying and inefficiencies
Mark ChapmanGroup CIOGlobal Aerospace
OUTCOME: Explore the key technologies, solutions and approaches firms need to focus on to maintain competitive
advantage
17.30 Drinks reception
Programme - afternoon15.30 – 16.30 Delegates choose to attend one of the following three streams
Chaired and sponsored byMartin TurnerClaims DirectorXL London Market
Richard WardFormer CEOLloyd’s
Tony RaiHead of London Market Claims, Hiscox
Have you thought about joining the network as a member? The Insurance Network is an exclusive community of directors from leading insurers and brokers who benchmark, share ideas and network with their peers at conferences, panel discussions and breakfast briefings.
Joining The Insurance Network as a member not only offers great value for money and time, it will also keep you up to date with key business issues.
AS A MEMBER YOU BENEFIT FROM:
@
To discuss membershipcall Phil Middleton
#lmclaims2014
020 7079 0270
www.the-insurance-network.co.uk
Discounted attendance at:
• London Market Claims 2014 16th October 2014
• TINtech London Market February 2015
• Strategic Claims Conference March 2015
• Data & Advanced Analytics Conference May 2015
• TINtech 2015 16th June 2015
MEMBERSHIP OPTIONS:
Individual membership ......................................................... £799 + VATCorporate standard 3 x nominees ....................................... £2000 + VATCorporate enterprise 5 x nominees ..................................... £3000 + VATCorporate enterprise PLUS 10 x nominees ......................... £5000 + VAT
Plus FREE attendance at:
3 Evening panel discussions 3 Breakfast briefings 3 Member only lunches
Partner SponsorFor generations past, business has insured current risks against an unknown future. It’s a complicated business, but the desired outcome is simple – business improvement, whatever happens. Xuber provides specialist insurance software to insurance specialists, end-to-end. Insurance professionals are trusted to provide consistent, reliable cover. So is Xuber. When events occur, you need the systems, processes and solutions to restore order. We’re not so different.
Working in the commercial Insurance and Reinsurance markets, the Xuber insurance software solution is ideally tailored to insurers and brokers in the high value/low volume, complex transaction markets. Xuber has headquarters in the City of London, with international offices serving over 130 customers and many more live product installations around the world.
For more information, please visit www.xuber.com.
An Xchanging Company
Main SponsorGuidewire Software is a leading global provider of technology solutions to the general insurance industry. Currently serving more than 130 customers in 16 countries, Guidewire delivers proven software to run core insurance operations, including billing, underwriting, policy administration, and claim management. The Guidewire Insurance Suite™ consists of Guidewire ClaimCenter®, Guidewire PolicyCenter®, and Guidewire BillingCenter™, which provide a modern, web-based platform for all lines of business. Guidewire is headquartered in San Mateo, California, USA, with offices in Toronto, London, Munich, Paris, Tokyo, Sydney, and Warsaw.
For more information, please visit www.guidewire.com
Legal SponsorWith over 450 lawyers operating in 14 offices across 11 countries, Holman Fenwick Willan has been advising clients for 130 years on a wide range of international commerce-related legal matters. HFW’s global insurance and reinsurance practice consists of a specialist team of 20 partners and more than 40 lawyers operating in London, Paris, Geneva, Dubai, Singapore, Hong Kong, Melbourne, Sydney and Såo Paulo. The firm offers a comprehensive range of dispute resolution and transactional legal services to the insurance and reinsurance sector, including: insurance companies; captives; insurance intermediaries and other agencies; managing and members’ agencies at Lloyd’s; and run-off service providers.
HFW’s work is high value, likely to be complex and multi-party, and often international in dimension. Apart from our extensive policy defence and coverage work, we specialise in reinsurance recoveries, commercial litigation, subrogation, finality solutions, transactional, advisory and regulatory work, setting up new ventures, product development, drafting and distribution, and in run-off and closing down discontinued ventures. The global practice is headed by Paul Wordley, who is based in the firm’s London office.
For more information please visit www.hfw.com
Drinks SponsorXchanging is a leader in the provision of integrated customer solutions for business processing, technology and procurement services for customers within an array of industries, core among which is the global insurance industry. We work closely with our customers to manage complex global and local insurance processes, and transform businesses through our innovative insurance-specific domain knowledge, powered by world leading technology platforms. Xchanging is the largest processor of ACORD messages in the world and the operator of the infrastructure that supports the London and international insurance market. Learn more about how we can help you at www.xchanging.com/insurance-services
Stream SponsorsFINEOS is a market leading provider of core software solutions for the London Market, Insurance and Government Insurance. Our flagship product, FINEOS Claims, is the insurance industry’s best-in-class solution for all Property & Casualty, Life, Disability and Government Insurance. Established in 1993, the company delivers innovative solutions to a global market and has customers, employees and established bases in North America, Europe, Africa and the Asia Pacific markets.
For more information visit www.fineos.com
Capita Insurance Services works with insurers, brokers and affinity partners throughout the industry to deliver expert support throughout the insurance lifecycle in both the UK and international markets. Our dedicated, market-leading team provides a full suite of underwriting, claims, reinsurance and accounting services with a specific focus on developing first class claims solutions for both the London and international insurance markets. Capita is authorised by the FCA.
As a FTSE 100 company we are the UK market leader in financial services business process management with 31% of the market share and are the number one highest rated independent service provider according to Fitch and S&P. This scale and breadth of expertise puts Capita in a prime position to meet our clients’ entire suite of financial services outsourcing needs with a consistent and integrated service across multiple jurisdictions.
ExhibitorsHawkins is a well-established firm of forensic scientists and engineers. Founded over 30 years ago, we have eight offices giving national and international cover, with more than 65 highly skilled investigators. We cover a broad range of investigations and our clients include most UK insurers, loss adjusters and the legal profession. Our service is both independent and impartial. Investigations include: • Energy • Personal injury • Road traffic accidents • Engineering • Highways • Contamination assessment • Escape of water, fluids and gas • Railway accidents • Marine • Fire and explosion
For more information, please visit www.hawkins.biz
LWG Consulting UK provides Forensic Engineering and Expert Witness Services throughout UK, Europe, Africa and the Middle East. Our team of experts have experience in investigating losses, ranging from fires, electrical, mechanical, construction and IT losses. With over 27 years industry experience, LWG is able to provide reliable and accurate services to leading insurers, brokers, loss adjusters, risk managers and solicitors www.lwgconsulting.co.uk +44 (0) 20 7959 2212
DOCOsoft is an innovative developer of technology solutions for the global insurance and financial services markets. With over 15 years’ experience, the company’s pedigree is well established in the UK and our software is widely used in the London Insurance market, where we provide highly-effective Claims, Document Management and connectivity solutions. Many of the leading London Market Insurance companies rely on DOCOsoft for their Claims Management and the product is closely integrated into the infrastructure that supports the London and international insurance market. DOCOsoft Claims support regulatory compliance with minimum claims standards, helps increase throughput, reduces duplication of effort, and supports faster reporting all in a controlled process framework.
For more information, please visit www.docosoft.com
Charles Taylor Adjusting is one of the leading international loss adjusting businesses. We focus on commercial losses and claims in the aviation, energy, marine, property, casualty and special risks markets, many of which are large and complex in nature. These include onshore and offshore energy claims, maritime casualties, aircraft losses, large infrastructure claims and financial lines losses. We offer insurers, reinsurers, owners, operators and their professional advisers a comprehensive claims adjusting service. We work in close partnership with all parties to quickly resolve complex matters in a constructive, professional and technically accurate manner.
For more information please visitwww.ctplc.com
Dynamyx provides insurance applications for Claims and Underwriting sectors, built for your existing Microsoft investment. We understand that all Brokers, Insurers, Underwriters and Agents have to drive process efficiency while complying with market regulations and delivering quantifiable business benefit to their organisations. Dynamyx build bespoke solutions that ensure work flows from front to back office and arrives at the right place at the right time. Dynamyx is a Microsoft Gold Partner and ISO certified software solutions provider to the London, Lloyd’s and international insurance markets.
[email protected]/company/dynamyx-limited
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Early booking rate: £399 + VAT (standard rate £599 + VAT) (discount expires 19th September) Group Bookings: Book 2 places and the 3rd person comes FREE
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By registering to this event you are entering into an agreement with Middleton Burgess Limited and bound by the terms and conditions of registration. Cancellation: If you are unable to attend this event for any reason and you wish to cancel your booking you must you must notify us in writing. Cancellations received before 25/09/2014 will be entitled to a 50% refund of the registration fee paid. Cancellations received after 25/09/2014 will not be refunded. You may transfer your place to a colleague at any time however they must be of a suitable seniority level. It may be necessary beyond the control of Middleton Burgess Limited to alter the content and timing of the programme or the location of any event. In the case of event cancellation by Middleton Burgess Limited, liability is limited to transfer this booking to a similar event to be held within the next 12 months. Should Middleton Burgess Limited be unable to provide a similar event a full refund will be applicable.
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THEINSURANCENETWORK
#lmclaims2014
EARLY BOOKING
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£399 + VAT
