Programme

8:00 - Registration opens

8:55 - Chairmans Welcome

Ant Gould, group editor in chief for insurance, Incisive Media

9:00 - Beyond 2010 and the implications of the Ministry of Justice and Lord Justice Jackson reviews

What will be the impact for the personal injury claims department?
What changes will need to be instituted for dealing with claims handling?
What are the potential pitfalls of the review and how can these be avoided?
What will be the likely impact for claimants?

Tony Emms, motor claims director, Zurich Insurance

9:30 - Case Study - Effectively managing third party claims to improve services and results

What do insurers need to do to ensure third party customer claims are receiving the best possible service?
How can this service be improved?
Should these claims be outsources oe handled internally?

Richard Harris, head of operations for motor claims, Fortis

10:00 - Case Study - The effects of fraudulent claims on the market; working cooperatively to break the cycle

What can be done to break fraudulent rings down?
What advances have insurers and the police made in fraud prevention technology?
What steps can be taken to proactively combat fraudulent claims?

Chris Andrew, specialist claims service manager, AIG

Andy MacKay, detective inspector, Association of Chief Police Officers' Vehicle Crime Intelligence Service

10:30 - Questions and Comments

10:45 - Morning Coffee

11:10 - Case Study - Credit Hire; bringing the issue up to date

How will the Ministry of Justice affect credit hire?
What is the future of the GTA?
What developments have their been over the last year?
What changes need to be made to ensure a better working relationship?

Phil Rawlings, technical manager - motor claims, AXA

11:50 - Expert Panel Discussion; maintaining reasonable expectations in a customer centric market

What impact will the new FSA league table have on applying appropriate expectations for customer services?
How will this affect the position of the Financial Ombudsman Service in the insurance industry?
What are the greatest source of complaints for the insurance industry?

Susan Vidler, financial services research director, Harris Interactive

Peter Hinchliffe, lead ombudsman for insurance, Financial Ombudsman Service

12:30 - Lunch

1:30 - Interactive workshops commence

Workshop 1: Using report commissioning to a defendant’s advantage

Roger Mackle, partner, Langleys

Workshop 2: Update report on uninsured drivers

Neil Drane, head of MID services, Motoring Insurance Bureau

Workshop 3: Using intelligence and surveillance for proactively tackling fraud

Shaun Woods, director investigations services, The Cotswold Group

Paul Ewen, head of technical services, The Cotswold Group

Workshop 4: Can claims departments justify outsourcing some of their claims handling

Mark Turner, vice president sales and marketing, WNS Assistance

2:15 - Afternoon Coffee

2:45 - Managing the dynamics of change in the assessment of damages

Graham Dickinson will explore how insurers can position themselves in order to manage the expensive impact of quantum changes in personal injury claims.

PPOs: before, during and after the order.
Care: the management of cost
Interim payments: managing the process in everyone's interests

Graham Dickinson, partner, DWF

3:15 - Expert Panel Discussion: Examining the developments in motor related personal injury claims trends

Why is the number of personal injury claims so much higher in the UK?
How with the Ministry of Justice report help change this?
What has the Jackson review done to affect the volume of claims so far?
Low velocity impact claims

Bob Rabbitts, technical claims manager, Allianz Insurance

Andrew Parker, head of strategic litigation, Beachcroft LLP

Justin Jacobs, head of motor and liability, ABI

Joe Pendle, director of client services, ISO