Tuesday 22nd September, 9am – 12.45pm

About this event:

The COVER Claims & Underwriting Forum will build on the conversations started at the COVER Claims Convention last year, which explored the theme of transparency and trust.

As the protection and health insurance sector pushes to increase access to insurance through more inclusive underwriting philosophies, innovation and personalisation has increasingly come to the fore. In the modern world, where customers share personal information online and advertisers straddle a line to stay GDPR compliant, never before has it been so crucial for life and health insurers to manage data ethically and responsibly, while underwriting appropriately and treating customers fairly. Meanwhile, emerging digital trends and the evolution of medicine sit poised to revolutionise the way we price life insurance policies in the future and how we gather, track and deal with health information on behalf of policyholders.

As a gateway to consumers, the adviser community remains as crucial as ever to the underwriting process too. Asking the right questions can allow intermediaries to more effectively know their client and as a result meet their needs, by sourcing the most appropriate cover, which can in turn help increase the likelihood of a positive outcome – and, in an ideal world, help prevent the need for a sickness-related claim at all.

Join us on the 22nd September for our virtual COVER Claims & Underwriting Forum to explore how the protection and health sector can continue to enhance industry practices to improve the customer experience, as insurers increasingly expand the care and support services available to policyholders before, during and after a claim. This virtual event will provide you with the chance to catch up with your peers, watch presentations from our expert speakers and join the conversation through our interactive networking area. All the presentations will be available for you to watch after the event, on demand.

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CPD Accredited

CPD Accredited

Speakers

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Adam Saville

Editor, COVER

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Adam has been the editor of COVER since January 2018. An NCTJ-trained B2B journalist with a consumer publishing background, previously he was the deputy editor of DJ Magazine and has past experience writing about mortgages, captives/global risk and hedge funds. Adam was named ‘Protection Journalist of the Year’ at the Protection Review Awards in 2019, he has been shortlisted for the Headlinemoney Awards twice and COVER was crowned IPTF ‘Income Protection Champion of the Year’ last year amid stiff competition.

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Andrew Wibberley

Director, Alea Risk

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Andrew set up Alea Risk 5 years ago to try and improve the protection world a little and his work life balance a lot. In the time since he has worked with like minded insurers, advisers, tech companies and service providers to do just that. He has been involved in process, product and pricing developments that have made a real difference to real people.



Andrew won the CII “Building Public Trust in Life, Pensions and Long Term Savings” Award this year and leads the Protection Access To Insurance Trust and Transparency underwriting workstream. He tends to be more optimistic about the future of the protection market in general and underwriting specifically than most people he speaks to!

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Nilesh Patel

Head of Sales and Marketing, UnderwriteMe

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Nilesh is responsible for UnderwriteMe’s technology sales in Europe, commercial relationships and leads the global marketing team. Prior to joining UnderwriteMe, he spent over 10 years at Pacific Life Re where his last position was leading the development of their Underwriting and Claims digital proposition. Much of his career has been focused on exploring ways in which technology can be utilised to transform the Protection market.

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Craig Paterson

Chief Underwriter, Royal London Intermediary

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Craig has been in an underwriting, claims or proposition development role since 2000. He started his career at Scottish Widows before moving to Bright Grey shortly after it launched in 2003 and then Royal London when Bright Grey was rebranded in 2015. He’s passionate about underwriting philosophy and claims due to the impact they can have on people’s lives. He can’t overstate the feeling you get when telling someone that their claim’s been accepted. Outside of work, Craig has a young family, so his spare time is precious - but if there’s some, it’s usually filled by playing football or golf.

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Suzy Esson

Head of Operations, Holloway Friendly

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Suzy Esson is Head of Operations at Holloway Friendly and has over 27 years of experience in the Financial Services industry, mostly in the Claims and Underwriting arena. Suzy has successfully inspired a number of providers to develop a pro-active approach to protection claims using her extensive experience and her passion to ensure best practice claim management is given. Her continuous desire to drive operational excellence has enabled Suzy to build high performance teams that achieve significant results. Suzy has created a market leading claims management process at Holloway Friendly that has reduced the claim decision time from weeks to hours with 98% of claims being paid in 2018. By combining her Underwriting and Claims experience, Suzy’s mission is to create a culture whereby Holloway can differentiate their philosophies to be the most inclusive and develop strategies that support’s the Holloway brand of ‘Keeping Life Colourful’ for their members.

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Anna Rodgers

Head of Underwriting, LV=

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Anna is responsible for LV=’s Underwriting and Claims strategy. Anna has over 20 years protection industry experience spanning day to day underwriting, system rules development, underwriting and claims philosophy along with product and proposition development. She continues to drive forward the underwriting and claims propositions so that LV= has a contemporary offering delivering excellent customer and adviser outcomes across its full range of protection products.

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Shane Halfpenny-Ray

Policy and Public Affairs Adviser, CII

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Shayne Halfpenny-Ray is the Policy and Public Affairs Adviser at the Chartered Insurance Institute. He leads on the CII’s programmes of engagement with Westminster, Whitehall and financial services regulatory bodies on key consumer interest issues across the insurance and financial planning sectors. He is led engagement on various policy areas including financial resilience, intergenerational differences, open finance, and vulnerable consumers.



Shayne leads on the CII’s involvement with the Building Resilient Households Group and Chairs the Professionalism Workstream of the Cabinet Office sponsored Access to Insurance Working Group. He also sits on the board of BIBA’s new Signposting Committee as the CII’s representative.



Before joining the CII, he worked at the Nuclear Industry Association as a Public Affairs and Communications lead, and has diverse experience in policy analysis, communications and advocacy campaigns.



Shayne graduated from Canterbury Christ Church University with a BSC in Politics and Global Governance.

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Graeme Trudgill

Executive Director, BIBA

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As executive director, Graeme is a member of BIBA’s main board and leads the BIBA policy team that incorporates corporate affairs, technical services and communications. He is personally responsible for BIBA’s public affairs lobby with government, has provided written and oral evidence to the House of Commons and the House of Lords and is the author of the annual BIBA manifesto. Prior to joining BIBA Graeme was a general insurance broker between 1989 and 2001.



Graeme’s knowledge of insurance and the sector is wide-ranging, and he appears regularly as a source of expertise in the media where he promotes the benefits of using a broker. He sits on BIBA’s Insurance Brokers’ Standards and Brexit Committees and the board of the Employers’ Liability Tracing Office. He has also participated on the CBI Trade Association Council, Insurance Fraud Taskforce, the MOD Financial Services Steering Group, and the Insurance Post Motor Advisory Board. As a strong advocate of expanding access to insurance, Graeme chairs the Insurance Disability Champion’s Access to Insurance Working Group on Distribution, Engagement and Signposting. He adds his expertise to relevant industry and government joint working groups and panels. Graeme is a Fellow of the Chartered Insurance Institute and a Chartered insurance Practitioner.

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Alan Knowles

Managing Director of Cura Financial Services and Chair of the Protection Distributors Group

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After originally joining financial services as a web programmer, Alan was quickly tempted by the dark side of financial services and became a protection adviser. Alan now runs Cura, a multi award-winning protection intermediary, specialising in hard-to-place protection cases, such as people with health conditions. Alan is also the current Chair of the Protection Distributors Group (PDG), a group of intermediaries working together to improve customer outcomes in the protection industry.

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Sarah Murphy

Associate Director for Advice, Information & Training, Mental Health UK

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Sarah has over 15 years’ experience in the third sector, in particular ensuring people affected by poor mental health are given the right advice, information and support to enable them to lead healthier, happier lives. In 2017 she set up our flagship service, Mental Health & Money Advice, the first UK-wide service aimed at improving both financial and mental wellbeing.

Sarah also leads our training and consultancy team. Utilising knowledge and experience gained from working directly with people affected by poor mental health, as well as writing and delivering training to a wide range of audiences on mental health related issues, and from delivering consultancy to public and private sector organisations.

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