Programme List - COVER Claims Convention 2019


*Please note this programme is subject to change

08:15 – 08:45

Registration & Coffee

08:45 – 08:50

Welcome Address

Adam Saville, Editor, Cover Magazine

08:45 – 09:10

KEYNOTE: Harnessing collaboration to build trust

In the opening keynote speech Alan will discuss how collaboration is fundamental to improving the reputation of the protection industry. Alan draws on his own experiences of a changing protection landscape and how improving claims experiences and access to insurance will help build customer trust.

Alan Knowles, Chair, Protection Distributors Group

09:10 – 09:30

Session: Putting the member first

As a mutual, our members have been at the heart of what we do for over a hundred years. But what does a ‘member first’ culture mean in reality? How do we ensure all corners of the organisation reflect this in practice? And what does it mean for the member claim journey?

Stuart Tragheim, CEO, Holloway Friendly

09:30 – 09:50

Forget payouts, it’s all about a great claim experience

All too often we think about the customer experience in term of claims and payouts, but in reality it has very clear pre, during and after phases, beginning with the initial conversation with an adviser. This session will consider:

  • Advisers: kick-starting the customer journey
  • The underwriting angle: questionnaires, disclosure and broadening definitions to improve chances of the best outcome in the event of a claim
  • Interacting with the customer during the claim process - the value of trained professional call handlers
  • Supporting the customer from start to finish – and beyond
Simon Jacobs, Head of Underwriting and Claims Stategy, Aegon

09:50 – 10:20

Panel: All change – the claim  journey in a digital era

Technological advances offer huge opportunities to streamline every stage of the claim journey, from sign-up and auto-adjudication, to post-claims management, increasing efficiency, reducing costs, and – vitally – leading to faster payment and a better customer experience. This interactive panel session will consider:

  • How digital improves the claims journey
  • Redesigning claims with a focus on customer outcomes
  • Technology and efficiency versus empathy and care
  • Underwriting practices to improve outcomes
Luke Ashworth, Protection Consultant,
Scott Cadger, Head of Protection Underwriting and Claims Strategy, Scottish Widows
Sarah Kirk, Senior Claims Handler, Lifesearch

10:20 – 10:50

Networking Break

10:50 – 11:10

Where access to insurance meets the claims process

The drive to make insurance cover and the benefits of insurance such as support services more accessible to all is escalating fast. In this session Johnny Timpson and Steve Evans will give an overview of where the industry stands on access, the implications for the claims process, and how Scottish Widows are responding to the challenge, including: 

  • How support services make the difference - but, are clients aware of the assistance available to them and how to access it?
  • Thinking beyond your organisation – external signposting and more
  • Annual benefit statements – keeping the dialogue going
  • Built in replacement cover options
Steve Evans, Regional Protection Manager, Scottish Widows Protect
Johnny Timpson, Financial Protection Technical & Industry Affairs Manager, Scottish Widows

11:10 – 11:30

CASE STUDY: Why we need to talk about TPD

Total permanent disability (TPD) was created to try to ensure pay-outs when claimants suffer an incapacitating life changing injury or illness not covered elsewhere in CI policies. As more conditions have been added to CI policies the profile of illnesses presented as TPD claims has changed, with more complex and difficult-to diagnose-conditions being the norm. Some of these claimants are struggling to have their claims paid, raising questions about whether TPD is fit for purpose. This session looks at one on-going claim, examines some of the key issues thrown up, and considers the impact on the claimant from a highly personal perspective.

Jerry Brown, Head of Underwriting & Claims, Salus Life International
Andrew Wilkinson, Director, Moneysworth

11:30 – 12:00

Panel: Trust and transparency – the lifeblood of protection

Paying claims – and publicising claim rates – are critical to ensuring the long-term wellbeing of the protection industry. But despite record payout levels public perception and trust in the insurance industry remains poor, with the majority convinced insurers won’t pay and that it’s money down the drain. What is the industry missing? What more can it do? And what will it take to increase consumer uptake of vital protection insurance?

Roshani Hewa, Assistant Director, Head of Protection & Health, ABI
Julie Hopkins, Director, Underwriting and Claims Strategy,Guardian Financial Services
Katharine Moxham, Spokesperson, Group Risk Development (GRiD)
Andy Rowson, Sales and Marketing Director, Holloway Friendly
Guest Chair: Melissa Collett, Professional Standards Director, CII

12:00 – 12:05

Closing remarks and end of conference

Adam Saville, editor, Cover Magazine