Agenda

Explore the comprehensive agenda featuring keynote presentations, panel discussions and fireside chats. Stay ahead of the curve with insights from insurance industry leaders and innovators.

Session One: Navigating a changing landscape

09.15 - 09.20

Opening remarks

09.20 - 09.35

Keynote address

The future of the claims department: inclusive, collaborative and sustainable

Barbara Rizzi

Chief Claims Officer

Arch Insurance

09.35 - 09.50

Keynote address

The digital revolution in claims

09.50 - 10.10

Advisory

10.10 - 10.40

Leaders' Forum

Setting the strategic priorities for 2025 and beyond

• Blue skies ahead? How is the changing economic landscape likely to impact claims and fraud trends?
• From the Ogden Rate to “GDPR 2.0”: assessing the impact of a changing regulatory landscape
• Tracking innovation: what are the biggest game changers facing fraud and claims departments?
• What does truly innovative, effective and fraud-secure digitalisation look like?
• Managing speed, CX and the fraud risk: where will the optimal balance lie?
• Closing silos and fostering collaboration: how can fraud and claims teams work better together?

Anton Ossip

Chief Claims Officer

esure

Gareth Davies

Global Head of Fraud

Allianz Commercial

Judy O'Neill

Chief Claim Officer, Europe

Travelers

Barbara Rizzi

Chief Claims Officer

Arch Insurance

Fraud Stage - Staying one step ahead of the modern fraudster

11.25 - 11.40

Presentation

Trendspotting - Spotlight on organised fraud

From commercial lines to “crash for cash”, how is the modus operandi of the organised fraudster changing?

Adele Sumner

Head of Counter Fraud and Financial Crime

RSA

11.40 - 11.55

Presentation

Trendspotting - Opportunistic fraud: how are levels and patterns shifting?

How are attitudes shifting and where do the greatest vulnerabilities to opportunistic fraud lie?

Mark Allen

Assistant Director, Head of Fraud and Financial Crime

Association of British Insurers

11.55 - 12.15

Advisory

12.15 - 12.30

Keynote address

The state of fraud in 2025

12.30 - 13.05

Panel discussion

Adapting to evolving fraud trends and typologies

Delegates will be divided into discussion zones focusing on either motor, pet, travel, property or life & health. They will spend 10 minutes discussing emerging trends before feeding back to the panel, who will discuss the commonalities and differences across lines and how insurers should respond.

Arlenee Lebrón

Head of Fraud and P&C Claims Manager

AXA

Howard Rawstron

Head of Group Oversight Economic Crime Prevention

Lloyds Banking Group

Peter Ward

Head of Claims Counter Fraud

Aviva

Claims stage - AI in action

11.25 - 11.40

Keynote address

The future of AI in claims

Ed Leon Klinger

Chief Executive Officer

Flock

Sam Halford

Head of Claims

Flock

11.40 - 11.55

Case study

Operationalising generative AI: transforming claims

Danny Hoskin

Principal Data Scientist for Artificial Intelligence

Aviva

11.55 - 12.15

Advisory

12.15 - 12.30

Case study

Lessons from banking: ensuring AI explainability

Paul Mullins

Former Managing Director

HSBC

12.30 - 13.05

Panel discussion

AI in claims automation: unlocking the potential

• From FNOL to processing: where do the most compelling use-cases lie?
• Combining GenAI with OCR and computer vision: a step change in digital analysis of unstructured data?
• What are the challenges with implementing and scaling straight through processing?
• Applying automation to complex claims: how can the potential of AI best be realised?
• How can data quality be improved to deliver optimal performance?
• How will the role of the claims handler evolve with the increase of digitalisation and AI?
• Moving beyond the lab: how can AI-driven automation be scaled across the claims function?

Oriane Valdelièvre

Head of Claims Transformation, Europe APAC

AXA XL

Vesna Sanjković

Head of Claims Division

Croatian Insurance Bureau

Lucy Costin

Head of Claims Operations

Sompo International

Fraud Stage - Counter-fraud in the digital era

14.20 - 14.40

Keynote address

Voice analytics: the next line of defence

Ben Fletcher

Director of Financial Crime - Personal Lines

Allianz

14.40 - 15.00

Advisory

15.00 - 15.20

Fireside chat

Identifying false identities: tackling increasingly elaborate identity fraud

• From spoofing to shallowfakes: how are methods of identity manipulation developing?
• Deep fakes: how is this technology advancing, and where are insurers most at risk?
• Synthetic identity fraud: a new epidemic?
• From multi-factor authentication to biometric security: what countermeasures are proving most effective?
• Pre-emptive protection: how can predictive analytics be leveraged to expose identity fraudsters?
• Fighting fire with fire: which emerging technologies hold the most promise in the battle against identity fraud?

Rajitha Prabhakaran

Group Financial Crime Officer

Domestic & General

15.20 - 15.50

Panel discussion

From detection to prosecution: counter-fraud in a new world

• How are new technologies enabling fraudsters to better cover their tracks?
• Tracing the nearly traceless: which emerging techniques are proving most effective?
• What obstacles impede the identification of fraud, and how can these be overcome?
• Explain, interpret, comply: the need to look inside the black box of automated fraud detection
• AI as evidence in the courtroom: how can insurers guarantee admissibility?
• To what extent is the industry still facing a case backlog? What more needs to be done?
• What role will private prosecutions continue to play and what considerations need to be made?

David Phillips

Chair

General Insurance Fraud Committee

Simon Klust

Deputy Head of Insurance Fraud Enforcement Department

City of London Police

Karl Parr

Claims Technical & Central Services Director

AXA Insurance

Geoff Andrews

Chief Operating Officer

Carpe Data

Claims Stage - Catering for the future customer

14.20 - 14.40

Keynote address

Consumer Duty: assessing compliance

Caroline Gardner

Head of Department for Insurance Market Interventions

FCA

14.40 - 15.00

Advisory

15.00 - 15.20

Fireside chat

Delivering empathy in claims

• Establishing the goalposts: what does an empathetic and customer-centric claims experience look like?
• Dealing with different demographics: catering for diverse expectations
• Sensitive technology: how could advances in sentiment analysis and emotional AI impact claims?
• How can human touchpoints be established where necessary?
• Is a digital experience necessarily less empathetic than a human one?

Alan Jackson

Head of Customer Experience & Customer Journey

AXA Group

15.20 - 15.50

Panel discussion

The next frontier in CX excellence

• How are customer expectations changing and where do claims teams need to raise the bar?
• Consumer Duty to date: lessons learnt a year on
• Delivering good customer outcomes: where is the industry falling short?
• What levels of personalisation will customers come to expect?
• Where do the data opportunities for delivering a more proactive and pre-emptive customer journey lie?
• The hybrid claims lifecycle: which parts of the claims process are best automated, and which are better suited to the human touch?

James Russell

Director

Lead to Change Consulting

Sumesh Vijayakumar

Head of Claims Transformation

Beazley Group

Maximilian Heidbrink

Director Claims Germany

Hiscox

Fraud Stage - The changing data landscape: from regulation to collaboration

16.20 - 16.40

Fireside chat

Navigating future opportunities and challenges in data

• The EU AI Act: understanding the impact on counter-fraud
• Whose data is it anyway? Data ownership in 2025.
• Variety, velocity and volume: the challenges and opportunities of new data sources for fraud departments
• All’s fair in love and counter-fraud? Assessing reputational risks of new data sources

Nick Errington

Head of Claims Governance & Performance Excellence

Swiss Re

David Clements

Investigations Manager

Zurich

16.40 - 17.00

Advisory

17.00 - 17.30

Panel discussion

Taking data sharing to new levels

• Tracking the migration of fraud: where is greater data sharing needed?
• How are fraudsters exploiting the lack of cross-industry and industry-wide data sharing?
• When, if ever, will we see the emergence of broad, cross-industry, government-controlled databases?
• How can insurers move past the competitive obstacles to full collaboration?
• Where do inter-departmental silos remain?
• What steps are needed to facilitate greater collaboration between claims and underwriting departments?

Mike Haley

Chief Executive Officer

CIFAS

Jon Radford

Head of Intelligence, Investigations & Data Services

Insurance Fraud Bureau

Claims Stage - Strengthening the supply chain in turbulent times

16.20 - 16.40

Fireside chat

Making the supply chain more resilient

• What are the current and emerging threats to the supply chain?
• How best can insurers ensure visibility of the supply-chain performance, efficiency and values?
• What are the main impediments to gaining an end-to-end view of the supply chain?
• Where do opportunities for future vertical integration lie?
• From AI to blockchain: how will new technologies reconfigure supply chain dynamics?

Zoe Burnett

Head of First Party Claims

Marshmallow

Karl Poulson

Chief Procurement Officer

Hiscox

16.40 - 17.00

Advisory

17.00 - 17.30

Panel discussion

Greening the supply chain: ESG obligations

• Where do the opportunities for driving greater sustainability in the supply chain lie?
• How can the main obstacles to making the supply chain more sustainable be overcome?
• A competitive edge? To what extent are green supply chains the new differentiator?
• How best can insurers address customer reluctance over second-hand parts?
• To repair or to replace? How can insurers better incentivise the reuse of parts?
• Everything to declare: staying abreast of tightening ESG regulations
• How can supply chain emissions be more accurately measured?

Søren Frederiksen

Director of Sustainable Supply Chain

Tryg

Alan Finnerty

Claims Manager, Reinsurance and Governance

Ayvens

Kimmo Aalto

Head of Business Sourcing

OP Financial Group

Select a stage

Session One: Navigating a changing landscape

09.15 - 09.20

Opening remarks

09.20 - 09.35

Keynote address

The future of the claims department: inclusive, collaborative and sustainable

Barbara Rizzi

Chief Claims Officer

Arch Insurance

09.35 - 09.50

Keynote address

The digital revolution in claims

09.50 - 10.10

Advisory

10.10 - 10.40

Leaders' Forum

Setting the strategic priorities for 2025 and beyond

Anton Ossip

Chief Claims Officer

esure

Gareth Davies

Global Head of Fraud

Allianz Commercial

Judy O'Neill

Chief Claim Officer, Europe

Travelers

Barbara Rizzi

Chief Claims Officer

Arch Insurance

Fraud Stage - Staying one step ahead of the modern fraudster

11.25 - 11.40

Presentation

Trendspotting - Spotlight on organised fraud

From commercial lines to “crash for cash”, how is the modus operandi of the organised fraudster changing?

Adele Sumner

Head of Counter Fraud and Financial Crime

RSA

11.40 - 11.55

Presentation

Trendspotting - Opportunistic fraud: how are levels and patterns shifting?

How are attitudes shifting and where do the greatest vulnerabilities to opportunistic fraud lie?

Mark Allen

Assistant Director, Head of Fraud and Financial Crime

Association of British Insurers

11.55 - 12.15

Advisory

12.15 - 12.30

Keynote address

The state of fraud in 2025

12.30 - 13.05

Panel discussion

Adapting to evolving fraud trends and typologies

Arlenee Lebrón

Head of Fraud and P&C Claims Manager

AXA

Howard Rawstron

Head of Group Oversight Economic Crime Prevention

Lloyds Banking Group

Peter Ward

Head of Claims Counter Fraud

Aviva

Claims stage - AI in action

11.25 - 11.40

Keynote address

The future of AI in claims

Ed Leon Klinger

Chief Executive Officer

Flock

Sam Halford

Head of Claims

Flock

11.40 - 11.55

Case study

Operationalising generative AI: transforming claims

Danny Hoskin

Principal Data Scientist for Artificial Intelligence

Aviva

11.55 - 12.15

Advisory

12.15 - 12.30

Case study

Lessons from banking: ensuring AI explainability

Paul Mullins

Former Managing Director

HSBC

12.30 - 13.05

Panel discussion

AI in claims automation: unlocking the potential

Oriane Valdelièvre

Head of Claims Transformation, Europe APAC

AXA XL

Vesna Sanjković

Head of Claims Division

Croatian Insurance Bureau

Lucy Costin

Head of Claims Operations

Sompo International

Fraud Stage - Counter-fraud in the digital era

14.20 - 14.40

Keynote address

Voice analytics: the next line of defence

Ben Fletcher

Director of Financial Crime - Personal Lines

Allianz

14.40 - 15.00

Advisory

15.00 - 15.20

Fireside chat

Identifying false identities: tackling increasingly elaborate identity fraud

Rajitha Prabhakaran

Group Financial Crime Officer

Domestic & General

15.20 - 15.50

Panel discussion

From detection to prosecution: counter-fraud in a new world

David Phillips

Chair

General Insurance Fraud Committee

Simon Klust

Deputy Head of Insurance Fraud Enforcement Department

City of London Police

Karl Parr

Claims Technical & Central Services Director

AXA Insurance

Geoff Andrews

Chief Operating Officer

Carpe Data

Claims Stage - Catering for the future customer

14.20 - 14.40

Keynote address

Consumer Duty: assessing compliance

Caroline Gardner

Head of Department for Insurance Market Interventions

FCA

14.40 - 15.00

Advisory

15.00 - 15.20

Fireside chat

Delivering empathy in claims

Alan Jackson

Head of Customer Experience & Customer Journey

AXA Group

15.20 - 15.50

Panel discussion

The next frontier in CX excellence

James Russell

Director

Lead to Change Consulting

Sumesh Vijayakumar

Head of Claims Transformation

Beazley Group

Maximilian Heidbrink

Director Claims Germany

Hiscox

Fraud Stage - The changing data landscape: from regulation to collaboration

16.20 - 16.40

Fireside chat

Navigating future opportunities and challenges in data

Nick Errington

Head of Claims Governance & Performance Excellence

Swiss Re

David Clements

Investigations Manager

Zurich

16.40 - 17.00

Advisory

17.00 - 17.30

Panel discussion

Taking data sharing to new levels

Mike Haley

Chief Executive Officer

CIFAS

Jon Radford

Head of Intelligence, Investigations & Data Services

Insurance Fraud Bureau

Claims Stage - Strengthening the supply chain in turbulent times

16.20 - 16.40

Fireside chat

Making the supply chain more resilient

Zoe Burnett

Head of First Party Claims

Marshmallow

Karl Poulson

Chief Procurement Officer

Hiscox

16.40 - 17.00

Advisory

17.00 - 17.30

Panel discussion

Greening the supply chain: ESG obligations

Søren Frederiksen

Director of Sustainable Supply Chain

Tryg

Alan Finnerty

Claims Manager, Reinsurance and Governance

Ayvens

Kimmo Aalto

Head of Business Sourcing

OP Financial Group

Download the full agenda to plan your Fraud & Claims experience. Ensure you don’t miss any sessions relevant to your interests and professional goals.