ILC Better Tomorrow - CHO Annual Conference 2024

ILC

Better Tomorrow

Annual Conference 2024 17 October 2024 Event report published by ILC

ILC BETTER TOMORROW

Annual Conference Headline Sponsor

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ILC

Contents Sector continues to evolve

04

Anthony Hughes

Consumer complaints in credit hire

06

Rachel Lam

Legal and operational challenges in credit hire

08

Craig Budsworth, Andrew Hogan, Louise Duffy, Gilly Daniels and Neil Garvin

Dementia UK partnership

12

Alina Kairi

Tackling fraud in vehicle finance

16

Martin Brown

The GTA evolution

22

Anthony Hughes, Peter Highfield, Craig Budsworth, Chris Ashworth and Becky Fairbairn

Transformational conversations

26

Jo Wright

CHO Annual Conference 2024

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ILC BETTER TOMORROW 4

Sector continues to evolve

Better Tomorrow

Welcome to this 2024 CHO Annual Conference Review, published by ILC as part of its Better Tomorrow insights library.

Its wider societal impact will be to reduce the pressure on the civil courts by obviating the need to issue proceedings, but to achieve this laudable aim, we urge that a collaborative approach to reaching GTA2 is essential.

Sponsored by Witness Wise, the 2024 event took place at Chesford Grange, Kenilworth

This year’s conference agenda focused on

on 17 October.

the evolution of the GTA alongside a great mix of other topics and themes including

At the event last year, I said I hoped the

an update from the Financial Ombudsman,

extreme volatility in the motor claims market

a dive into the legal sector, and insight into

that followed the Covid pandemic would

Operation Kijang from the National Crime

start to dissipate, and that our industry

Agency.

would return to something like business as usual.

I would like to thank all those who contributed to a truly insightful agenda,

It’s fair to say that, over the past year,

the details of which you will find over the

inflationary pressures have eased somewhat,

following pages.

and the supply chain has responded positively; accidental damage claims

And finally, a big thank you, of course, goes

volumes remain subdued, and fewer people

to our conference sponsor Witness Wise and

than ever are claiming for injuries. In 2024,

founder Gilly Daniels - who you will see also

we’ve seen motor premiums begin to flatten

contributed to discussions during the day –

out.

as well as all those who joined us for another great event.

Specialist motor players are reporting CORs back in the 80% range, and improving

I look forward to catching up with you all

investment returns (which don’t normally

again soon.

get accounted for in the motor result) will combine to deliver cross-market profitability

Kind regards

in motor in 2024, although Ernst & Young predicts Net Combined Ratios rising again to 104% in 2025.

For the CHO, the biggest challenge remains guiding ourselves to a successful conclusion to the GTA2, and like last year, this is at the top of the CHO’s agenda. We need a robust, yet flexible agreement that is independently administered and provides the means for credit hire companies and motor insurers to continue to service the mobility needs of

Anthony Hughes Chair & CEO CHO

their customers.

CHO Annual Conference 2024

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CHO ANNUAL CONFERENCE 2024

Rachel Lam, Director of Financial Ombudsman Service (FOS) led a session focused on consumer complaints within the credit hire sector.

SESSION ONE WELCOME TO

Rachel Lam

Rachel Lam

Ombudsman Director – Financial Ombudsman Service Rachel was appointed Ombudsman Director for Insurance in January 2023. She leads a directorate responsible for all insurance, investment and pensions complaints at the Financial Ombudsman Service as well as drawing out the themes and insight to share with the sector.

Director

Financial Ombudsman Service (FOS)

She works with Ombudsman Leaders to form the Ombudsman’s approach on these complaints, building teams to handle these well and with pace. This includes complaints across home and motor insurance, travel, health, pet and legal expenses as well as a range of investments and pensions.

Rachel has been at the Financial Ombudsman Service for 12 years, working across insurance for the past seven, and more recently across pensions, investments and mortgages, and before then leading transformation at the service. Previously Rachel worked in government and across a range of policy roles at the Home Office, Department of Education and Department for Work and Pensions.

What is the Financial The service covers: Ombudsman Service? • bank accounts, payments and cards

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The Financial Ombudsman Service, often referred to as FOS, was set up

by Parliament in 2001 to investigate complaints between financial businesses and their customers.

•

payment protection insurance (PPI)

•

home, car, travel and other types of insurance

•

loans and other credit, like car finance

•

debt collection and repayment problems

Their service is free to access for consumers and every year over 1 million people utilise contact FOS with a query or complaint.

•

mortgages

•

financial advice, investments and pensions

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CHO Annual Conference 2024

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CHO ANNUAL CONFERENCE 2024

WELCOME TO

Legal and operational challenges in credit hire

SESSION ONE

Craig Budsworth

Technical Director – AX

Louise Duffy

Head of Scotland - Canford Law

Craig is Group Technical Director at AX, with 30 years of experience since starting at DLG in 1993, moving to Glaisyers Solicitors five years later and becoming one of the first CILEx partners in the country.

Louise Duffy heads up Canford Law Scotland in Glasgow. An established Solicitor with over 20 years litigation experience, Louise has been listed in Chambers and the Legal 500 on many occasions.

He’s a past chair of MASS and spent six years on the CJC. A regular trainer on credit hire/repair he helps develop the next generation’s knowledge on the subject. With 15 years of being involved in The CHO, the last six sitting on the TC of the GTA as AX’s representative, he gets a bit sick of acronyms but truly loves our industry!

Louise is a dual qualified Solicitor in England & Wales and has worked in both claimant and defendant litigation. With an Accountancy background Louise has a unique approach to credit hire claims and an acute awareness for the commercial focus required for clients when dealing with these claims. Canford Law Scotland are here to help maximise your recovery and reduce your claims lifecycle. Please do get in touch with Louise at louise.duffy@canfordlaw.co.uk to find out more about recoveries in Scotland.

WELCOME TO

WELCOME TO

Craig Budsworth NeilTechnical Garvin Director – AX

Craig Budsworth

SESSION ONE

Gilly Daniels

Director – Witness Wise

Technical Director – AX

Group Legal Counsel – EDAM Group Craig is Group Technical Director at AX, with 30 years of experience since starting atas DLG in 1993, moving Glaisyersnearly Solicitors five years later and Since qualifying a solicitor, Neil hasto dedicated 30 years to credit becoming one of the CILEx partnersindustry in the country. hire litigation, beginning hisfirst career alongside pioneers such as Keith Beardsell of Beardsells Solicitors and Chris Norman of Three Arrows.

He’s a past chair of MASS and spent six years on the CJC. A regular trainer on credit

Gilly’s career began in practice dealing with Credit Hire claims. Over her career she has worked for two of the largest CHO’s in the UK and handled high-value litigated caseloads. Gilly’s time in practice gave her valuable exposure to working on evidence collation for industry-renowned Appeal cases.

With 16 years of litigation experience, and now director of her own company, Gilly has developed a passion and expertise in statement taking, an essential yet timeconsuming aspect of the litigation process that cannot be compromised. As claims industry trends have evolved, Gilly has expanded into other areas of litigation.

However, her passion and extensive knowledge in Credit Hire have remained a core part of her expertise, as it formed the foundation of her career. Over the years, Gilly has continuously honed her technical understanding of Credit Hire, allowing her to offer precise, informed insights into this complex and strategic area of litigation.

Gilly’s commitment to delivering thorough and reliable statement-taking services is underpinned by years of hands-on experience and a deep understanding of litigation strategies.

WELCOME TO

WELCOME TO

hire/repair he helps develop the next generation’s knowledge on the subject. With Throughout his career, Neil has navigated the evolving landscape of credit hire law, 15 years of being involved in The CHO, the last six sitting on the TC of the GTA as AX’s from early disputes over Champerty and the landmark case Giles v Thompson [HL representative, he gets a bit sick of acronyms but truly loves our industry!

1994] to more recent challenges involving non-party cost orders. His experience reflects the dynamic and often complex nature of this industry, where there’s always something new to tackle.

SESSION ONE SESSION ONE

Craig Budsworth

Technical Director – AX

Craig Budsworth

Technical Director – AX

Andrew GillyHogan Daniels

Barrister - Kings Chambers Director – Witness Wise

SESSION ONE

Louise Duffy

Louise Duffy

Head of Scotland - Canford

Craig is Group Technical Director at AX, Louise with 30Duffy yearsheads of experience since up Canford Law starting at DLG in 1993, moving to Glaisyers Solicitors five years later and Solicitor with over 20 years litigation becoming one of the first CILEx partnersChambers in the country. and the Legal 500 on ma

He’s a past chair of MASS and spent six yearsLouise on theisCJC. A regular trainer on credit a dual qualified Solicitor in Engla hire/repair he helps develop the next generation’s knowledge on the subject.

WithWith a claimant and defendant litigation.

15 years of being involved in The CHO, the lastunique six sitting on the TC the GTA as AX’san approach to of credit hire claims representative, he gets a bit sick of acronyms but truly loves our focus required for industry! clients when dealing w are here to help maximise your recovery do get in touch with Louise at louise.duffy recoveries in Scotland.

Louise Duffy Gilly Daniels

Neil Garvin

of – Scotland - Canford Law Group Legal Counsel – EDAM Director Witness Wise Head of Scotland - Canford Law Head

SinceCredit qualifying as a solicitor, Neil h Hogan practises from Kings Chambers in Manchester.

He has Over is Group Technical Director at AX,Andrew with 30 years of experience since Louise Duffy began heads uppractice Canford Law Scotland in Glasgow.

AnOver establishe Gilly’s career in dealing with Hire claims. her Craig is Group Technical Director atCraig AX, with 30 years of experience since Louisewith Duffy heads upclaims.

Canford Lawher Scotland in Glasgow.

An established Gilly’s career began in practice dealing Credit Hire hire litigation, beginning his career moreSolicitors than 25she years ofworked experience in advising upon credit issues andhandled starting Solicitors at DLG infive 1993, moving Glaisyers five years later Solicitor with over 20listed years experience, listed career she has worked for two of the largest CHO’s inLouise the UKhas andbeen handled starting at DLG in 1993, moving to Glaisyers years later to and Solicitor with overhire years litigation experience, Louise has been inlitigation career has forand two of the largest CHO’s in20 the UK and Keith Beardsellgave of Beardsells Solicito cases in court. high-value litigated caseloads.

Gilly’s time in practice her valuable becoming of the first CILEx partnersarguing in the country.

Chambers and the Legal 500 on many occasions. becoming one of the first CILEx partners in theone country.

Chambers the Legal on many occasions. high-value litigated caseloads. Gilly’s time in and practice gave 500 her valuable exposure to working on evidence collation for industry-renowned Appeal exposure to working on evidence collation for industry-renowned Appeal Throughout his career, Neil has navigated conducted moretrainer than 1000 credit hire trials, a very experienced He’s a past chair of MASS and spent six years the chair CJC. Aof regular on credit He’s aon past MASStrainer and spent six yearsHe onhas thecases.

CJC. A regular on credit cases.

Louiseand is aisdual qualified Solicitor in England & Wales andishas worked in bothSolicitor in England & Wales and has worked in both Louise a dual qualified from early disputes over Champerty and barrister.

He is the on author of a blogWith on credit hire: www.credithirebarrister.com hire/repair he helps develop the next generation’s on the subject.

With claimant and defendant litigation. With an Accountancy background Louise has a hire/repairknowledge he helps develop the next generation’s knowledge the subject. claimant and defendant litigation.

With an Accountancy background Louise has a 1994] to more recent challenges involving 15 years of being involved in The CHO, the six of sitting on involved the TC of in theThe GTACHO, as AX’s With 16 years of experience, andand nowan director her own company, Gilly unique credit claims Gilly and an acute awareness forlitigation the 15 last years being the last six sitting the TCofof the GTA as AX’s and unique approach tocommercial credit hire claims acuteof awareness for the commerci With on 16 years litigation experience, now approach director of to her ownhire company, reflects the dynamic and often complex n representative, he gets a bit sick of acronyms but truly loves has developed passion and expertise statement anCanford essentialLaw yet timerequiredtaking, for clients when dealing with thesefocus claims.

Canforda Law Scotland representative, he our getsindustry! a bit sick of acronyms but truly loves our industry! has developed a passion and expertisefocus in statement an essential yet timerequired for clients when dealinginwith these taking, claims.

Scotland something new to tackle. consuming aspect of the litigation process that beyour compromised.

As claims are here to help maximise your recovery and reduce your claims lifecycle.

Please consuming aspect of the litigation process that cannot be compromised. As claims are here to help maximise your recovery andcannot reduce claims lifecycle.

Pleas industry have Gilly has expanded into other areastooffind litigation. do get in touch with Louise at litigation. louise.duffy@canfordlaw.co.uk to find outevolved, more about industry trends have evolved, Gilly has expanded into other areas of do get intrends touch with Louise at louise.duffy@canfordlaw.co.uk out more abo However, her passion and extensive knowledge in Credit Hire have remained a core recoveriesininCredit Scotland.

However, her passion and extensive knowledge Hire have remained a core recoveries in Scotland.

Host:

Craig Budsworth

Gilly Daniels

Group Technical Director

Director – Witness Wise

Andrew Hogan Barrister

Gilly Daniels

Kings Chambers

Director – Witness Wise

Louise Duffy Head of Scotland

Canford Law

Gilly’s career began in practice dealing with Credit Hire claims. Over her career she has worked for two of the largest CHO’sbegan in the in UKpractice and handled Gilly’s career dealing with Credit Hire claims. Over her high-value litigated caseloads. Gilly’s time she in practice gave her valuable career has worked for two of the largest CHO’s in the UK and handled exposure to working on evidence collation for industry-renowned Appeal high-value litigated caseloads.

Gilly’s time in practice gave her valuable cases. exposure to working on evidence collation for industry-renowned Appeal

AX

Gilly Daniels

part of her expertise, as it formed the foundation of her career. Over the years, Gilly has continuously honed her technical understanding of Credit Hire, allowing her to offer precise, informed insights into this complex and strategic area of litigation.

Gilly’s commitment to delivering thorough and reliable statement-taking services is underpinned by years of hands-on experience and a deep understanding of litigation strategies.

cases.

With 16 years of litigation experience, and now director of her own company, Gilly has developed a passion and expertise in statement taking, an essential yet timeWith years be of litigation experience, and now director of her own company, Gilly consuming aspect of the litigation process that16cannot compromised.

As claims has developed a passion expertise in statement taking, an essential yet timeindustry trends have evolved, Gilly has expanded into other areas ofand litigation. consuming aspect the litigation However, her passion and extensive knowledge in Credit Hireofhave remainedprocess a core that cannot be compromised. As claims industry trends have evolved, expanded into other areas of litigation. part of her expertise, as it formed the foundation of her career.

Over the Gilly years,has Gilly However, her and extensive has continuously honed her technical understanding ofpassion Credit Hire, allowing herknowledge in Credit Hire have remained a core to offer precise, informed insights into thispart complex strategic of litigation. of herand expertise, asarea it formed the foundation of her career. Over the years, Gilly Gilly’s commitment to delivering thorough and reliable statement-taking servicesunderstanding of Credit Hire, allowing her has continuously honed her technical is underpinned by years of hands-on experience and a deep understanding of this complex and strategic area of litigation. to offer precise, informed insights into litigation strategies.

Gilly’s commitment to delivering thorough and reliable statement-taking services

is underpinned by years of hands-on experience and a deep understanding of litigation strategies.

Director Neil Garvin

Neil Garvin

part of her expertise, as it formed the foundation of her career. Over the years, Gilly has continuously honed her technical understanding of Credit Hire, allowing her to offer precise, informed insights into this complex and strategic area of litigation.

Gilly’s commitment to delivering thorough and reliable statement-taking services is underpinned by years of hands-on experience and a deep understanding of litigation strategies.

Director

Andrew Hogan

Garvins Law Barrister - Kings Chambers

Group Legal Counsel – EDAM GroupNeil Garvin

Witness Wise

Andrew Hogan practises from Kings Group Legal Counsel – EDAM Group more than 25 years of experience in Since qualifying as a solicitor, Neil has dedicated nearly 30 years to credit arguing cases in court. hire litigation, beginning his career alongside industry pioneers as Since qualifying as such a solicitor, Neil has dedicated nearly 30 years to cre Keith Beardsell of Beardsells Solicitors and Chris Norman ofbeginning Three Arrows.

He has conducted than 1000 credit hire litigation, his career alongside industrymore pioneers such as

He isNorman the authorofofThree a blogArrow on cr Keith Beardsell of Beardsells Solicitorsbarrister. and Chris Throughout his career, Neil has navigated the evolving landscape of credit hire law, from early disputes over Champerty and the landmark case Giles v Thompson [HL Throughout his career, Neil has navigated the evolving landscape of credit hire la 1994] to more recent challenges involving non-party cost orders. His experience from early disputes over Champerty and the landmark case Giles v Thompson [H reflects the dynamic and often complex nature of this industry, where there’s always 1994] to more recent challenges involving non-party cost orders. His experience something new to tackle.

reflects the dynamic and often complex nature of this industry, where there’s alwa something new to tackle.

Andrew Hogan

Barrister - Kings Chambers

Andrew Hogan

Andrew Hogan practises from Kings Chambers in Manchester. He has Barrister - Kings Chambers more than 25 years of experience in advising upon credit hire issues and arguing cases in court.

Andrew Hogan practises from Kings Chambers in Manchester. He has

At the CHO Annual Conference 2024, held at Chesford Grange and sponsored

by Witness Wise, legal and operational experts joined a panel to discuss the complexities facing the credit hire industry.

more than 25 years of experience in advising upon credit hire issues an

He has conducted more than 1000 credit hire trials, and is a very experienced cases in court. barrister. He is the author of a blog on credit hire: arguing www.credithirebarrister.com

He has conducted more than 1000 credit hire trials, and is a very experienced barrister. He is the author of a blog on credit hire: www.credithirebarrister.com

Joining host Craig Budsworth, Group Technical Director, AX, were panellists Andrew Hogan, Barrister, Kings Chambers; Louise Duffy, Head of Scotland, Canford Law; Gilly Daniels, Director, Witness Wise; and Neil Garvin, Director, Garvins Law.

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In a far-reaching discussion, they addressed allocation issues, impecuniosity standards, witness statement integrity, and the potential role of AI in case preparation.

Credit hire cases Andrew led with a detailed analysis of case misallocation in credit hire claims. He expressed concerns over high-value cases being allocated to small claims courts, where claimants are unable to recover their costs.

“I keep seeing valuable claims worth five figures ending up in small claims,” he noted, adding that misallocation not only impacts claimants but chokes court dockets with cases that might otherwise settle.

The issue of cost recovery in higher-value claims remains central to case management, Andrew explained, cautioning that judges sometimes exercise more discretion than warranted.

“Judges are thinking they have far wider discretion than they do,” he emphasised, urging more structured arguments to ensure appropriate allocations that respect case value and complexity.

Navigating impecuniosity Andrew also addressed impecuniosity, highlighting the difficulty claimants face in proving they lack funds to cover credit hire costs independently. Despite economic data showing widespread financial struggle, he suggested that courts have been slow to deem claimants impecunious.

“Credit hire is the remedy of the poor,” he stated, emphasising the real-world financial constraints of clients who rely on credit hire services post-accident.

Supporting this, other panellists pointed

“Credit hire is the remedy of the poor…Judges need to understand the real financial constraints of claimants.”

CHO Annual Conference 2024

out that credit cards or savings should not necessarily be treated as accessible resources for credit hire, especially given the high interest rates.

Louise mentioned practical approaches in Scotland, where courts allow claims to trial within six months, enabling quicker outcomes for claimants.

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LEGAL AND OPERATIONAL CHALLENGES IN CREDIT HIRE

Witness statements

Legal privilege

Meanwhile, Gilly discussed challenges

The role of AI in credit hire, particularly for

around witness statements, particularly

drafting witness statements and compiling

for claimants whose first language is not

evidence, drew mixed reactions.

English. Stressing the need for authentic client language, she warned that standardised statements can damage credibility, especially if the claimant struggles with complex legal terms.

streamlining document preparation, other panellists raised concerns over privacy and privilege.

“If somebody uses the phrase ‘kids,’ use that instead of ‘children,’” she advised, underscoring that witness statements should reflect the claimant’s real voice.

The panel debated the effectiveness of AI in drafting statements, with Gilly cautioning against over-reliance on AIgenerated language that might miss critical nuances.

“AI can support but not replace human oversight, especially in handling sensitive or case-specific details,” she noted.

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While Andrew highlighted AI’s potential in

“Use terms that clients understand; witness statements should reflect the claimant’s real voice.”

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“Credit hire companies might benefit from

“Explain that as long as they cooperate, they won’t

technological efficiencies, but legal protections

be responsible for charges; this helps establish a

and case nuances demand experienced

cooperative relationship,” he advised.

oversight,” he said, adding that using AI to create draft statements could expedite the process.

Conclusion

But the consensus held that human input

The debate concluded by exploring the broader

remains crucial for accuracy.

Fraud The panel also discussed the ongoing challenges of managing fraud within credit

narrative that credit hire serves as an essential lifeline for those who need it most. Andrew urged industry representatives to continue promoting credit hire’s societal value to judges and the wider public.

hire claims and how firms can better protect

“Credit hire keeps people moving, from getting

themselves while supporting clients.

children to school to reaching work on time. It’s vital

The importance of upfront communication

we communicate these benefits,” he asserted.

was repeatedly highlighted, with speakers suggesting that managing client expectations from the outset could mitigate complaints.

Neil recommended framing the credit hire agreement as essential to client welfare, not an adversarial document.

CHO Annual Conference 2024

“AI can support, but human oversight remains crucial for casespecific details.”

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CHO ANNUAL CONFERENCE 2024

Dementia UK partnership Alina Kairi Volunteer Ambassador Dementia UK

Dementia UK volunteer ambassador Alina Kairi took the stage at the CHO Annual Conference, held at Chesford Grange and sponsored by Witness Wise, to spotlight the vital work of Admiral nurses in supporting families affected by dementia.

Her address underscored the severe

“Imagine being in a maze where each turn is met with confusion and frustration. That’s the reality for dementia carers.”

impact of dementia on carers, advocating for increased awareness and support for Dementia UK’s initiatives.

Alina began with a personal account, sharing the difficult experience of witnessing her grandmother’s decline due to dementia, a story that resonated strongly with attendees.

She likened the carer’s experience to being lost in a maze, struggling to find clarity and support as they navigate the overwhelming demands of care.

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“40% of informal carers experience clinical depression or anxiety.”

“Dementia UK opens doors for families who often feel shut out.”

“Imagine being in a maze where each turn is

Alina noted that while there are currently

met with confusion and frustration. That’s the

456 Admiral nurses nationwide, demand far

reality for dementia carers,” she explained.

exceeds availability, with thousands of families

She said that dementia is a complex and

lacking access to this essential service.

multifaceted condition with over 200 types,

Dementia UK’s helpline, which served over

affecting not only memory but the ability to

33,000 people last year, is another lifeline,

perform daily activities.

offering consultations with experienced

There are over 900,000 people in the UK living with dementia, with over 700,000 carers providing informal support—many of whom face significant psychological stress. Studies show that 40% of these carers experience clinical depression or anxiety, a statistic that highlights the urgent need for support.

Dementia UK’s Admiral nurses play a critical role, providing tailored support to individuals affected by dementia at any stage of the condition. These specialised nurses offer guidance and reassurance to families, working in community settings, care homes, and through virtual consultations.

nurses who provide both emotional support and practical advice. The service is available daily, providing much-needed assistance to those in crisis. The organisation’s virtual clinics, where families can book video or phone appointments with nurses, also form a key part of their outreach efforts.

She ended her presentation, which underscored the CHO’s commitment to social responsibility, by encouraging attendees to support Dementia UK’s mission by contributing via a JustGiving page set up for the conference, or volunteer work.

Alina said, “Dementia UK opens doors for families who often feel shut out.”

Every three minutes someone in the UK develops dementia. Dementia UK is the specialist dementia nursing charity that is there for the whole family. Our nurses, known as Admiral Nurses, provide free, specialist advice, support and understanding to anyone affected by dementia, whenever it’s needed. With the support of an Admiral Nurse and Dementia UK - whether it’s on our Helpline, through our Clinics service, or in the community - families we support know they’re not alone.

If you need advice or support on living with dementia, contact Dementia UK’s Admiral Nurse Dementia Helpline on 0800 888 6678 or email helpline@dementiauk.org

CHO Annual Conference 2024

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CHO Annual Conference 2024

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CHO ANNUAL CONFERENCE 2024

Tackling fraud in vehicle finance Martin Brown Senior Investigator National Crime Agency (NCA)

At the CHO Annual Conference 2024, sponsored by Witness Wise, Martin Brown, Senior Investigator at the National Crime Agency (NCA), presented an in-depth look at the sophisticated methods employed by organised crime groups (OCGs) to exploit the vehicle finance sector.

He detailed his experience as lead investigator on ‘Operation Kijang,’ a highstakes investigation into car finance fraud.

The session highlighted the scale and ingenuity of the operations, the widespread availability of personal data for fraudulent use, and the crucial role of interagency collaboration in combatting such crimes.

“A stolen car isn’t worth much if you can’t sell it, so these groups are going through elaborate lengths to make these vehicles appear legitimate.”

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He revealed that the investigation began with the case of a stolen Audi, which quickly

Re-identification

unveiled a complex fraud network using

The OCG involved in Operation Kijang took

identity theft to acquire luxury vehicles on

extreme measures to alter vehicle identities, a

finance agreements.

process that included changing VIN numbers

These vehicles were then re-identified with new VIN numbers and other fraudulently

and producing high-quality VIN stickers and engraved plates.

obtained genuine documentation to be sold to

“In some cases, even vehicle examiners

unsuspecting buyers.

couldn’t tell the difference between these re-

“A stolen car isn’t worth much if you can’t sell it,” he explained, “so these groups are going through elaborate lengths to make these vehicles appear legitimate.”

Fraud techniques

identified vehicles and legitimate ones,” Martin stated, pointing to one instance where a police examiner was unable to confirm a vehicle’s stolen status, despite suspicions.

The stolen and re-identified vehicles were subsequently sold on mainstream platforms like AutoTrader, with unsuspecting buyers

One of the most alarming aspects of the case

paying market prices for cars that would

was the ease with which criminals obtained

eventually be reclaimed by insurers or seized

sensitive personal data from the dark web.

by law enforcement.

Martin revealed that for as little as £50 fraudsters could purchase comprehensive

“In this scheme, there were many secondary

personal information, including driver’s license

victims—including buyers who unknowingly

details, National Insurance numbers, and bank

purchased stolen cars and had no recourse to

information.

recover their money,” Martin said, noting the far-reaching consequences of these crimes.

“Most of us in this room probably have our details for sale somewhere on the dark web,”

There were also instances of false insurance

he noted, underlining the vulnerability of

claims and hire cars going missing.

personal data in the digital age.

Once armed with this information, criminals used it to fabricate nearly flawless driving licenses. With details as accurate as the date of issue and driving categories, these licenses were nearly indistinguishable from legitimate ones.

“Only the photo and signature differed from the real document,” Martin said.

CHO Annual Conference 2024

“Most of us in this room probably have our details for sale somewhere on the dark web.”

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TACKLING FRAUD IN VEHICLE FINANCE

Collaboration However, he praised the industry’s support in identifying and disrupting fraudulent activities. He shared how real-time collaboration with dealerships allowed his team to intercept fraudulent transactions, with some dealers allowing criminals to “purchase” cars while law enforcement observed to learn more about the network’s operations.

“Dealers and manufacturers are instrumental partners in helping us understand these networks,” Martin said, adding that several high-value vehicles were tracked and recovered through cooperative efforts.

UK Law Enforcement also utilised covert tactics to fill intelligence gaps, such as tracking stolen vehicles across the country to determine whether they were shipped overseas or resold within the UK. Martin also warned that fraudsters often select specific car models with high resale value, admitting that they have a detailed understanding of the cars that fetch the highest prices overseas.

“If transactions are too easy, it might be worth a closer look.”

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Recommendations He concluded with key lessons from the investigation, urging the sector to adopt both proactive and reactive measures against fraud. He advised delegates to look out for suspicious behaviour and recommended vigilance over common fraud red flags, including inconsistencies in signatures on identity documents.

“If transactions are too easy, it might be worth a closer look,” he warned.

He also underscored the importance of maintaining data records, as this information often proves critical in tracking down and disrupting OCG operations. He urged industry representatives to hold on to relevant data like IP addresses and digital footprints, as investigations sometimes unfold over extended periods.

With high-profile arrests and the dismantling of significant parts of the network, Operation Kijang has been deemed a success, but Martin acknowledged that similar threats remain.

He stressed that the sector’s continued partnership is essential to staying ahead of evolving criminal tactics, noting, “The organised crime groups we deal with are resilient and adaptable—our response must be just as dynamic.”

CHO Annual Conference 2024

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The CHO Anthony has worked with a number of leading Manchester law firms, becoming a partner in 1995 and a Managing Partner in 2001.

Having sat on the Board at DWF for two years Anthony was invited to become CEO of Horwich Farrelly which, he did in May 2009.

In January 2014 Anthony formed Jackson Hughes Consulting offering strategic consultancy advice to the legal, insurance and claims sectors and has been involved in a number of projects since including specific merger and acquisition activity.

In February 2019 he joined Simpson Millar as Chief Operating Officer and currently Anthony is Commercial Officer with Keller Postman Ltd, a law firm specialising in group actions and consumer redress. He was invited to take over as Chair and CEO of The CHO in August 2022, a role he does alongside that with KP.

THE PANE

Anthony Hughes The CHO

The GTA evolution

CHO ANNUAL CONFERENCE 2024

Chris Ashworth

Anthony has worked with a num becoming a partner in 1995 and

Enterprise Rent-a-Car

Having sat on the Board at DWF f Horwich Farrelly which, he did in M In January 2014 Anthony formed Ja consultancy advice to the legal, insu number of projects since including s In February 2019 he joined Simpso Anthony is Commercial Officer with actions and consumer redress. He w in August 2022, a role he does along

Chris has worked in the motor insurance claims market for 30 years including several major CHO’s.

THE PANEL

Chris was on the original founding committee of the GTA and today is playing a role on Strategic Board to drive the agreement forward. Chris is the founder of I Love Claims and provides consultancy services to Enterprise Mobility.

Anthony Hughes

Craig Budsworth

The CHO

AX

Anthony has worked with a number of leading Manchester law firms, becoming a partner in 1995 and a Managing Partner in 2001.

Craig is Group Technical Director at AX, with 30 years of experience since

Chris Ashworth

Having sat on the Board at DWF for two years Anthony was invited to become CEO of Enterprise Rent-a-Car

starting at DLG in 1993, moving to Glaisyers Solicitors five years later and Horwich Farrelly which, he did in May 2009. becoming one of the first CILEx partnersIninJanuary the country.

2014 Anthony formed Jackson Hughes Consulting offering strategic

Chris has worked in the motor i

Becky Fairbairn

Craig Budsworth

He’s a past chair of MASS and spent six years on the CJC. A regular trainer on credit hire/ consultancy advice to the legal, insurance and claims sectors and has been involved in aseveral major CHO’s. repair he helps develop the next generation’s knowledge on the subject. With 15 years of Chris was on the original founding number of projects since including specific merger and acquisition activity. being involved in The CHO, the last six sitting on the TC of the GTA as AX’s representative, Strategic Board to drive the agreem In February 2019 he joined Simpson Millar as Chief Operating Officer and currently he gets a bit sick of acronyms but truly loves our industry!

Anthony is Commercial Officer with Keller Postman Ltd, a law firm specialising in group provides consultancy services to En actions and consumer redress. He was invited to take over as Chair and CEO of The CHO in August 2022, a role he does alongside that with KP.

Allianz UK

AX

Chris Ashworth

Becky Fairbairn is Technical Claims Manager for Motor damage for Allianz Craig is Group Technical Direct Enterprise Rent-a-Car Insurance starting at DLG in 1993, moving She has worked in claims since 1997 after leaving university, and since 2000. claims market for 30 years including becoming one of the first CILEx Chris has worked infor theAllianz motor insurance During her career she has worked in numerous claims roles CHO’s. in the areas of motor several major He’s a past chair of MASS and spe

THE PANEL

NETWORKING LUNCH Hotel Football, Old Trafford, Manchester 27 March 2025

efore tickets are released - email matt.rowland@thecho.co.uk

Anthony Hughes The CHO

damage, employers and public liability, injury,Chris credit hireonand property.

She was thecommercial original founding committee of the GTA and today is playing a role onrepair he helps develop the next ge was a team leader for 14 years, and the Senior Technical Authority for motor forward. Chris is the founder of I Love Claims and Strategic Board to driveHolder the agreement being involved in The CHO, the last damage, before commencing her current role in 2021.consultancy services to Enterprise Mobility. provides he gets a bit sick of acronyms but tr

Peter Highfield NFU Mutual

Becky Fairbairn

AX

Allianz UK

is Group Technical at AX, Pete Highfield is the law Motor Third-PartyCraig Property Damage ClaimsDirector Manager at with 30 years of experience since Anthony has worked with a number of leading Manchester firms, at title, DLG in 1993, to Glaisyers Solicitors five years later and NFU Mutual which, despite the ‘Claimsstarting Manager’ is not anmoving operational becoming a partner in 1995 and a Managing Partner in 2001.

Having sat on the Board at DWF for two years Anthony invited to role. become CEO of becoming one of the first CILEx partners in the country. position butwas a strategic

Becky Fairbairn is Technical Cla Insurance

She has worked in claims since 199 a past MASS moving and spent six years on the CJC. A regular trainer on credit hire/ Horwich Farrelly which, he did in May 2009. Prior to taking on this position, he enjoyed 20He’s During her career she has worked i years at a chair majorofinsurer through repair he helps develop the next generation’s knowledge on the subject. With 15 years of damage, employers and public liab In January 2014 Anthony formed Jackson Hughes offering strategic claims Consulting handling and people management to a more strategic position. being involved in The CHO, theseveral last six sitting consultancy advice to the legal, insurance and claims sectorsaand has been involved in career a Before fulfilling childhood ambition of a in Insurance, Pete spent years on the TC of the GTA as AX’s representative, was a team leader for 14 years, and getsHire/Injury a bit sick ofcases. acronyms but truly loves our industry! number of projects since including specific merger activity. damage, before commencing her c workingand at aacquisition claimant law firm dealing withhe Credit In February 2019 he joined Simpson Millar as Chiefhaving Operating Officer and currently Whilst enjoyed all his time in this industry, the biggest buzz Pete gets is by Anthony is Commercial Officer with Keller Postman Ltd, looking a law firm specialising in group continually for better ways of doing things, hence welcoming the opportunity to actions and consumer redress. He was invited to take over as Chair and CEOofofthe TheGTA. CHO contribute towards the evolution in August 2022, a role he does alongside that with KP. Allianz UK NFU Mutual

Anthony Peter Hughes Chris Ashworth Highfield CEO

Craig Budsworth

Enterprise Rent-a-Car

Becky Fairbairn Peter Highfield Craig Chris Becky NETWORKING LUNCH Becky Fairbairn is Technical Claims Manager for Motor damage for Allianz Pete Highfield is the Motor Thir Ashworth Budsworth Fairbairn Insurance Manchester NFU Mutual which, despite the Hotel Football, Old Trafford,

She has worked in claims since 1997 after leaving university, and for Allianz since 2000. position but a strategic role.

Founder 2025 During her career she has worked in numerous claims rolesTechnical in the areas of motor Motor Third Group 27 March Before fulfilling a childhood ambit Property Claims CHO ILC Chris was on Party the original founding committee of the GTA Technical and today is playing a role on damage, before commencing her current role in 2021. working at a claimant law firm dea Strategic Board to drive the agreement forward. Chris is the founder of I Love Claims and Whilst having enjoyed all his time i Manager – continually provides consultancy services to Enterprise Mobility.

ReserveDamage your place before tickets areDirector released - email matt.rowland@thecho.co.uk looking for better ways o Consultant Peter Highfield contribute towards the evolution of Claims Motor NFU Mutual Craig LUNCH Budsworth NETWORKING AX Enterprise AX Pete Highfield is the Motor Third-Party Property Damage Claims Manager at Manager Allianz UK NFU Mutual which, despite the ‘Claims Manager’ title, is not an operational Hotel Football, Old Trafford, Manchester Mobility Craig is Group Technical Director at AX, with 30 years of experience since position but a strategic role. starting at DLG in 1993,Mutual moving to Glaisyers Solicitors five years later and 27 March 2025 NFU Prior to taking on this position, he enjoyed 20 years at a major insurer moving through becoming one of the first CILEx partners in the country.

Chris has worked in the motor insurance claims market for 30 years includingdamage, employers and public liability, injury, credit hire and commercial property. She Prior to taking on this position, he e claims handling and people mana several major CHO’s. was a team leader for 14 years, and the Senior Technical Authority Holder for motor

claims handling and people management to a more strategic position.

He’s a past chair of MASS and spent six years on the CJC. A regular trainer on credit hire/ Before fulfilling a childhood ambition of a career in Insurance, Pete spent several years repair he helps develop the next generation’s knowledge on the subject. With 15 years of working at a claimant law firm dealing with Credit Hire/Injury cases. being involved in The CHO, the last six sitting on the TC of the GTA as AX’s representative, Whilst having enjoyed all his time in this industry, the biggest buzz Pete gets is by he gets a bit sick of acronyms but truly loves our industry!

Reserve your place before tickets are released - email matt.rowland@thecho.co.uk continually looking for better ways of doing things, hence welcoming the opportunity to contribute towards the evolution of the GTA.

Becky Fairbairn Allianz UK

Becky Fairbairn is Technical Claims Manager for Motor damage for Allianz Insurance

She has worked in claims since 1997 after leaving university, and for Allianz since 2000.

During her career she has worked in numerous claims roles in the areas of motor damage, employers and public liability, injury, credit hire and commercial property. She was a team leader for 14 years, and the Senior Technical Authority Holder for motor damage, before commencing her current role in 2021.

RKING LUNCH

, Old Trafford, Manchester 7 March 2025

mail matt.rowland@thecho.co.uk

Peter Highfield NFU Mutual

At the CHO Annual Conference 2024, a key session titled ‘The GTA Evolution’ brought together experts to dissect and propose critical reforms for the General Terms of Agreement (GTA).

Pete Highfield is the Motor Third-Party Property Damage Claims Manager at NFU Mutual which, despite the ‘Claims Manager’ title, is not an operational position but a strategic role.

Prior to taking on this position, he enjoyed 20 years at a major insurer moving through claims handling and people management to a more strategic position.

Before fulfilling a childhood ambition of a career in Insurance, Pete spent several years working at a claimant law firm dealing with Credit Hire/Injury cases.

Whilst having enjoyed all his time in this industry, the biggest buzz Pete gets is by continually looking for better ways of doing things, hence welcoming the opportunity to contribute towards the evolution of the GTA.

Held at Chesford Grange and sponsored by Witness Wise, the event saw key industry

“The reformed GTA should place the consumer at the heart of the claims process.”

leaders tackle the operational challenges and improvements necessary to create a more efficient, transparent, and consumer-centric claims resolution process in the motor industry.

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Better Tomorrow

Overview

Resolution

The session focused on the evolution and potential

One of the most anticipated reforms

reformation of the GTA, an agreement pivotal to

discussed was the introduction of a

the efficient handling of non-fault motor insurance

compulsory Alternative Dispute Resolution

claims. The GTA, established to streamline claims

(ADR) process to resolve disputes quickly

processes, was described as both beneficial

and cost-effectively. Peter highlighted that

yet outdated, with industry leaders calling for

ADR would prevent cases from escalating

modernisation and enhanced cooperation between

unnecessarily and would ensure decisions

credit hire operators (CHOs) and insurers.

on disputed claims are made within a

Taking part in the debate were Anthony Hughes, CEO, CHO; Peter Highfield, Motor Third Party Property Damage Claims Manager, NFU Mutual;

defined timeframe, ideally around 90 to 100 days. This change would create significant savings in both time and resources.

Craig Budsworth, Group Technical Director, AX;

Craig said that the new dispute resolution

Chris Ashworth, Founder of ILC & Consultant at

process is set to be “game-changing” for

Enterprise Mobility; and Becky Fairbairn, Technical

the industry, adding, “We want the GTA to

Claims Manager – Motor, Allianz UK.

become aspirational.”

GTA reform

Meanwhile, Chris said, “Taking the time

Opening the session, Anthony addressed the

pinpointed where the key areas of friction

urgent need for GTA reform, emphasising that while

are. As we go into the changes, it’s not about

the agreement had long benefited the industry, it

a complete overhaul but about ensuring the

now required modernisation to stay relevant.

process is more streamlined and focused on

to understand each other’s positions has

quick settlements.”

He articulated the purpose of the reform as aiming to reduce operational costs, increase efficiency, and place consumer interests at the forefront.

Anthony said, “We want to genuinely put the consumer at the heart of the process. There’s a lot of talk about it, but have we ever really done it? My view is no.”

He added that the reformed GTA should drive “good behaviour” among stakeholders, eliminating the friction and loopholes that delay resolutions and inflate costs.

“Compulsory ADR will be a game-changer, bringing timely and binding decisions.”

CHO Annual Conference 2024

“Insurers need clean payment packs for swift processing, ensuring faster payouts and avoiding penalties.”

21

THE GTA EVOLUTION

Efficiencies A consistent theme across the panel was the emphasis on operational efficiency. Becky stressed the need for “clean payment packs,” a standardised submission of documents required to process claims without delays.

She noted that such standardisation would reduce ambiguities and eliminate unnecessary disputes: “We don’t want cases to go to penalties,” she said. “Good claims are settled claims, and efficient processes are beneficial for all stakeholders involved.”

The panel also discussed a potential shift to incentivise quicker resolutions, whereby insurers and CHOs would face proportional penalties for delayed responses or unclean documentation, deterring parties from delaying

“The reformed GTA’s focus on transparency and operational efficiency is vital for long-term sustainability.”

tactics and encouraging proactive management.

Claims processing Craig highlighted the importance of leveraging technology to improve claims handling, suggesting that advanced data capture and possibly artificial intelligence (AI) could streamline the entire workflow: “Optical Character Recognition (OCR) and AI tools could help us standardise and quickly verify payment packs,” he said, “reducing the time handlers spend on repetitive tasks.”

Anthony said that adopting such technology could minimise human error and streamline claims settlements, as automated processes could instantly flag missing or incomplete information, expediting approvals and resolutions.

Trust Meanwhile, Chris pointed out the importance of trust in ensuring the successful implementation of these reforms, suggesting that over the last two years dialogue between insurers and CHOs had significantly improved.

The panel echoed this sentiment, acknowledging that a cooperative relationship is critical to the success of the new GTA structure.

“Insurers and CHOs must shift from adversarial interactions to collaborative problem-solving if we are to ensure quick, fair outcomes for the customer,” Becky commented.

22

“Insurers and CHOs must shift from adversarial interactions to collaboration, and that’s the path forward.”

Better Tomorrow

Enforcement

Conclusion

To ensure compliance and address non-

The session ended with a commitment from all

cooperative behaviour, a Strategic Board is

panellists to carry forward the reforms discussed

being set up, comprising representatives

and an optimistic outlook for implementing

from both insurers and CHOs. The board will

these changes within the next year.

oversee the adherence to new rules, including mandatory participation in ADR for eligible

Peter said, “I think with the good group of people

cases.

- that are open minded to hearing both sides of

Craig suggested that penalties for non-

push on to make something that’s much more

compliance could be substantial enough

efficient.”

to prompt insurers and CHOs to prioritise adherence, ensuring smooth operation across

the story - there’s great momentum and a will to

Anthony closed, “We’re not here just to talk;

the board.

these are real steps toward a faster, more

Meanwhile, Anthony hinted at possible

process.”

transparent, and customer-focused claims

“yellow cards” or warnings for minor breaches, escalating to “red cards” for repeat offenders, potentially leading to a temporary suspension from using the GTA.

CHO Annual Conference 2024

23

CHO ANNUAL CONFERENCE 2024

Transformational conversations

COA H IN CULTC URE G

Jo Wrigh t is Wright Sp the Co-founde r of eaker & Sh*t Ma Coach Ltd Coaching Cu nage lture , an

rs: Seven Ltd, fou d With ove nd Steps to bestselling au r blue-ch 30 years experie thor of “No er of Jo a Coac ip nce in a hing Cu More accreditedorganisations, breadth lture.”

Jo of senior She is now Coach, who firmis a cultural cha leadersh nge ip ly believe a mission a passionate s that bein champion and and manageme advoca to a help nt roles g pro coache te of the different as in d change fessionally imp ly through many organis d her life. ations, teamact of coachin the pow While Coa er of coa s and indi g, and is on ching. viduals content ching Culture offe to , Jo likes thin rs the k to add different the hum digital coachin ly an sparkle g platform leadersh through her talk to inspire ip and coa s, deliver awarene skills, and coa ching people ches team workshops to to ss that driv thin k develop s and indi es sustaina essentia Jo has spo vidu ble beh ken at ma aviour cha als to raise self- l hosted ny lead nge. and spo ken at her ership and bus ceremo ny. Most iness con own Coa recent talk ference chin s, and has s have cov g Culture con 1. The po ference always ered:and awa wer of tra rds

nsforma 2. How tional co to build nversati a coachin 3. Why ons g culture mana to do ab gers aren’t co aching out it and wh 4. There at ’s no su ch word 5. Why as can’t manage rs matte Jo tells imp actful stor r on her ies

Jo Wright Co-founder Coaching Culture

from own lead ership and her 30 year underst career, and coachin and dra to inspire ing of psycho ws logy and g expertise, as her aud well as to know human iences to her behavio that they thin ur. She unlocked have pote k differently aims and . ntial with in them to be inspired Jo is a pop , waiting ular gue to be spread st on ma the wor ny podcas d about the pow ts, as she how to er continu improve She beli of coaching. Jo es the wor eve believes ld of wor to heard, to s that everyon in k through e can ‘be’ the potential reframe of every can cha person. nge eve their mindset and more. People often rything. overcom Lastly, Jo e limiting need to feel is relatab beliefs whi drawn ch to her natu le, engaging and ral warmth pos and hum itive, and many people our. are CoJo Wright founder founder of Coa , chin of Jo Wrig ht Speake g Culture Ltd, r & Coa ch Ltd

At the CHO Annual Conference 2024, sponsored by Witness Wise, Jo Wright, co-founder of Coaching Culture, delivered a compelling session on the power of transformational conversations in building high-performing, engaged teams.

“Words matter.

Conversations matter. Line managers matter.”

Her talk emphasised the profound impact that empathetic, coaching-based dialogue can have in workplaces, encouraging leaders to adopt a people-centered approach to communication.

Reflecting on a personal experience, she recounted a challenging interaction with a former manager that changed her perspective on leadership. She said the encounter led her to co-found Coaching Culture, an organisation dedicated to fostering coaching skills within workplaces.

24

Better Tomorrow

“Words matter. Conversations matter,” Jo insisted.

She highlighted the critical role of conversations in shaping workplace culture and mental wellbeing, stressing that line managers have a key role to play in influencing employees’ overall experiences and satisfaction at work.

Impact

Connection Her session also touched on how the Covid-19 pandemic shifted workplace dynamics. With employees re-evaluating their priorities, companies face challenges like “quiet quitting” and a shift in the power balance from employer to employee.

She noted that people increasingly expect meaningful work and want to feel valued.

According to a study, 70% of employees feel

Jo drew a clear distinction between

their manager impacts their mental health as

transactional and transformational

much as personal relationships, highlighting

conversations. Transactional interactions,

the importance of managers adopting

which are task-focused, often leave

supportive communication styles.

employees feeling unengaged. In contrast, transformational conversations, centered on

Acknowledging that managers are often

genuine interest and understanding, cultivate

under pressure to achieve results themselves,

trust and motivation.

Jo said that “dialling up” on transformational conversations doesn’t necessarily demand

She urged managers to embrace a coaching

extra time. Instead, she encouraged leaders to

mindset, promoting open dialogue to

integrate empathy into everyday exchanges,

understand employees’ motivations and

ensuring employees feel heard and valued.

aspirations.

“Fundamentally, what I’m talking about “If you put people first, the results will follow,”

is winning hearts and minds,” she said,

Jo said – quoting Casper Craven’s book Be

reiterating the need for leaders to prioritise

More Human - highlighting that focusing on

people over processes.

personal connections and wellbeing drives performance more effectively than taskoriented interactions.

“The role of the manager, in short, is becoming that of a coach”

CHO Annual Conference 2024

25

TRANSFORMATIONAL CONVERSATIONS

Culture To build a coaching culture, she shared essential skills that all managers should cultivate: asking insightful questions, listening actively, and fostering trust.

“Everyone should have some level of coaching skills,” she stated, likening coaching to cooking - an essential skill that, while not everyone needs to master professionally, everyone can benefit from understanding.

She closed by challenging attendees to consider their own communication styles and how they could transform transactional exchanges into opportunities for engagement and growth. She reminded attendees of the ripple effects of their conversations.

Every conversation, she argued, impacts not only the immediate participants but also others within their personal and professional networks.

“People will forget what you said. People will forget what you did. But they will never, ever forget how you made them feel,” she concluded.

“70% of employees feel their manager impacts their mental health as much as personal relationships.”

26

Better Tomorrow

CHO Annual Conference 2024

27

28

Better Tomorrow

CHO Annual Conference 2024

29

ANNUAL CONFERENCE 2024

17.10.2024 TODAY’S HEADLINE SPONSOR

NETWORKING LUNCH Hotel Football, Old Trafford, Manchester 27 March 2025

Reserve your place before tickets are released - email matt.rowland@thecho.co.uk

ILC Motor Claims

Motor Networking Lunch 31/01

Upcoming events: 2025 MGA

MGA Conference 2024 12/02 Rescheduled 2024 event

ILC

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ILC Day

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14/02

14/03

ILC

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22/05

19/06

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Partner Day

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10/07

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CHO Annual Conference 2024

33

ILC

Better Tomorrow

Annual Conference 2024 17 October 2024 Event report published by ILC