Programme

8:30 Registration opens

9:00 Chairman’s welcome

9:05 The regulatory and legal landscape and the impact on claims

• Reducing claims costs and the Jackson report
• How will regulation be managed with the break up of the FSA?
• Disclosure rules and the Law Commission review

Paul Hopkin, technical director, AIRMIC

9:45 The impact of the volcanic ash incident

• How was the industry caught out?
• What was the impact to the reputation of the insurance sector?
• How can the industry better prepare itself for future similar events

Merryn Myatt, director, Perris-Myatt
Sean Tipton, senior press officer, ABTA

10:20 Questions and comments

10:30 Morning coffee and networking

11:00 The increasing trend in claims farming, what it means for insurers?

• Who is giving this information away?
• Who is encouraging policy holders to now make a claim?
• What steps are being taken to manage the problem?

Speaker to be confirmed

11:45 Expert Panel debate – The Ministry of Justice review, six months on

• How successful has the review been in bringing down the number of personal injury claims?
• What have been the problems with the implementation?
• What changes need to be made to increase effectiveness?
• Interactive voting session

Roy Hebburn, divisional claims manager (technical), Allianz

Representative from FirstGroup, check for updates

12:20 Question and comments

12:30 Roundtable discussions, by invitation only - part 1:

Raising standards for claims professionals, Facilitated by Roy Hebburn, divisional claims manager (technical), Allianz

Fraud, Facilitated by John Kenny, chief claims manager, NFU Mutual

The impact of Solvency II on claims, Facilitated by Kent Chaplin, head of claims, Lloyds Performance Management Directorate

12:30 Using mobile and web technology to maximise the claims experience and supplier and insurer relationship

• How can insurers embrace the trend for mobile technology?
• A case study of mobile technology for claims in action
• What the supplier can do to assist the insurer with the claims process
• Future technological developments for the insurers, customer and supplier

Nigel Davies, sales and marketing director, Auto Windscreens

Robin Reames, claims director, Swiftcover

1:30 Lunch

2:30 Streamed focus groups

Claims, costs and compensation culture under the Coalition

• A look at the new Government’s review of health and safety and the compensation culture
• What are the potential risks and opportunities in those reforms and their fit with the Jackson review?
• What are the potential impacts of budget cuts on liability claims generally?
• The impact on claims exposures and the possible responses.

Alistair Kinley, head of policy development, BLM

The impact of customer service during the claims process on customer retention at the point of renewal

• How do the differences in claims handling performance across insurers affect the likelihood of customers renewing their policy?
• Understanding the consequences of poor customer service
• Possible initiatives that can improve profitability

Tony Sault, director of insurance group, Ernst and Young

Roundtable discussions, by invitation only - part 2

Supply chain management, Facilitated by Lynn Day, function leader - specialist operations, The Cooperative Financial Services

What is the future of the GTA & are there better ways of providing mobility than Credit Hire?, Facilitated by David Williams, managing director - claims, Axa Insurance

3:30 Coffee and networking

4:00 The introduction of the Employers Liability Tracing Office and its effect on the claims process

James Dalton, assistant director of property, liability and motor, ABI