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: Session details to be announced

Alan Knowles, Chair, Protection Distributer's 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?

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
Scott Cadger, Head of Protection Underwriting and Claims Strategy, Scottish Widows

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

Customer versus technology?

There’s no doubt that technology is transforming the claims experience, but with so many options and channels available, it’s vital providers use technology to deliver the end customer’s preferred journey, rather than the reverse: forcing them to do it at your convenience, on channels you prefer, during your operating hours. This session will consider how to build a strategy that makes the best use of technology whilst keeping the customer’s needs at the forefront, and look at how to measure – and translate – effectiveness and customer satisfaction.

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
Guardian Financial Services
Holloway Friendly

12:00 – 12:05

Closing remarks and end of conference

Adam Saville, editor, Cover Magazine