The Society of Claims Professionals

The Society of

CLAIMS PROFESSIONALS

Issue 1 Spring 2019

Swift resolutions How new technology is streamlining supply chains

Your profession, your Society Welcome to your new ezine dedicated to the claims community

Hot topic Fire causes largest losses in global claims analysis

Great expectations Workplace wellbeing in a demanding profession

INTRODUCTION

TO YOUR SOCIETY

W 2

elcome to the first edition of your Society of Claims Professionals ezine. I am delighted and honoured to have been appointed as the first managing director of your Society and I hope to drive real influence through our profession on your behalf in the coming months.

While there is always a tendency to talk about the changing nature of the marketplace, as we begin 2019 this is more relevant than ever.

Everywhere you look, whether in the macroeconomic environment worldwide or specifically within claims in the UK, the requirement to continue to change and adapt is ever increasing. The uncertainty created by political upheaval, legislative reform, changing customer expectations, robotics and AI, as well as different entrants into the marketplace are all driving a very busy change agenda.

Our job in claims within this uncertain world is to provide confidence – both for our customers and for all of us working in this fantastic profession. We should be very proud and respectful of the role that we play in our society more generally as the shop window for our profession and, when done correctly, as providers of the strong customer outcomes demanded by both the customers themselves and our regulator.

We should be looking beyond our profession for best practice and should get better at calling out those bringing our industry into disrepute, by either blatantly or more subtly not following the same ethics we would expect if it were our own families affected.

EMBRACING OUR CHALLENGES One key area of focus which will allow us to tackle these challenges head on is to look more broadly at the skill set required to work in our sector.

Traditional skills of technical claims handling, while still relevant, will only get us so far in our journey.

We must be bold and challenge our profession to really embrace key soft skills such as empathy, as well as understand new and important streams of work such as robotics and data. Changing customer expectations are driving ever-quicker solutions. We need to ensure we have the right skills to develop robotics to work alongside the essential personal service our customers rely on. Important considerations such as the ethical approach to automated decisionmaking is also crucial in ensuring that we build public trust in an area where a lot of reservations currently exist.

For the next three years and beyond, your board and wider society will be considering all of these issues and more. My final plea is to get involved.

Please do feedback and let us know what you would

like our focus areas to be and how you want your society to be shaped.

This is your society – our primary purpose is to protect public trust in our profession and to look after the interests of our membership – you.

For more information, contact: socp@cii.org.uk ● Jeremy Trott is non-executive director of the Society of Claims Professionals

socp.org.uk / Society of Claims Professionals / Spring 2019

GOOD PRACTICE GUIDES

GUIDING OUR PROFESSION The CII is committed to enhancing the reputation of the insurance sector, James Moorhouse introduces some of the Good Practice Guides which can help

T

BY LOOKING AT UPCOMING CHANGES IN REGULATION AS WELL AS NEW TRENDS WITHIN THE INDUSTRY, THE GOOD PRACTICE GUIDES WILL PROVIDE UNIQUE AND EXTENSIVE SUPPORT FOR MEMBERS

he CII policy and public affairs team produces materials covering a wide range of subjects including UK and European regulation, industry developments, legislation and regular public affairs updates.

The newly launched Society of Claims Professionals is designed to create a community, as well as providing market-relevant continuing professional development to its members. All members will have access to unique content that aims to raise the levels of professional knowledge and technical competence.

SHUTTERSTOCK

EXPANDING OUR KNOWLEDGE One key area for the Society of Claims Professionals is the library of Good Practice Guides. These newly created guides, written specifically for the Society, will cover a broad range of topics as part of an effort to expand

the knowledge of claims officers, as well as examining emerging trends.

The first range of topics these guides will cover include: ● GDPR – how to process data lawfully and maintain ethical data practices; ● Escape of Water – examining how to reduce costs during this escalating issue; ● Ghost Broking – finding practical ways to be helpful during if your client is a victim of fraud; ● SM&CR – improving accountability and responsibilities for senior managers.

Each guide is carefully researched using official sources as well as interviews with technical experts from relevant fields. By looking at upcoming changes in regulation as well as new trends within the industry, the Good Practice Guides will provide unique and extensive support for members.

Each topic will include a look at how a claims professional should

consider the issues addressed from a public trust perspective, as well as maintaining compliance with the CII’s Code of Ethics. These guides will examine the context of each topic, consider any new implications and provide tips on effective ways of dealing with each subject.

By highlighting important changes, new areas that require learning and examining gaps in the sector, these guides will be a handy resource for members. The topic areas chosen are determined from feedback from board and society members, as well as in response to current events.

As technology and regulations develop, the Good Practice Guides will tap in to what is relevant and help claims professionals to keep up with what is new, while remaining true to the goal of improving public trust. ● James Moorhouse is content manager at the CII

socp.org.uk / Society of Claims Professionals / Spring 2019

3

S U P P LY C H A I N S

COMMUNICATE AND COLLABORATE Liz Booth examines the importance of streamlining claims supply chains and the technology in place to give the best customer experience

4

A

fter years of business interruption as the top risk cited in an annual survey of Allianz customers, supply chain issues have never been more important.

With the US-China trade war bubbling in the background and a series of natural catastrophes resulting in millions of pounds of losses, most companies want to be sure their supply chain is working properly – and will work properly come a crisis.

Insurance is a key part of that. But, as we all know, the acid test of the policy comes at the point of claim.

Now it seems increasing numbers of people are looking at the supply chain in a claims’ environment. Customers want swift resolution and to return to the position they were in pre-event, while insurers want final settlement as quickly, efficiently and as at a low cost as possible.

However, this ideal seems hard to achieve in many instances. Insurers argue they need more information at the outset, while insureds say they need more communication through the process.

So, what is the solution? It seems it is simple: communication and collaboration.

And it also seems that technology may be the ideal vehicle to enable both those things. As KPMG said

MOST PEOPLE TODAY WOULD EXPECT THESE CLAIMS TO BE A DIGITAL PROCESS AND FOR ANY DEALINGS WITH THEIR INSURER TO BE PRIMARILY CARRIED OUT ONLINE in a recent report, “Data rich and regulation wary”, “customer trust and an organisation’s reputation are crucial to maintaining market share”.

While the report was concentrating on customer protection from data breaches, the arguments run true for the claims process – customers want to trust their insurers and maintaining a good reputation is crucial for the insurer if it is to maintain its market share.

Last year, Allianz Australia chief operating officer, David Krawitz was also talking of this issue.

He stressed the importance of industry collaboration to achieve the best technology outcomes for insurers and customers.

“Blockchain is not just another buzzword: it presents an incredible opportunity for our industry to

socp.org.uk / Society of Claims Professionals / Spring 2019

S U P P LY C H A I N S

KPMG believes “The UK insurance industry is slowly progressing to a new way of seeing the customer. A world where its knowledge of the customer inspires improvement and change.

A world that requires seeing the customer through a different lens from the outside in.”

It adds “One of the few occasions when a customer comes into contact with their insurance company, other than their annual policy renewal, is when they make a claim. It therefore presents the perfect opportunity for insurers to nurture a deeper customer relationship.”

KPMG suggests “Most people today would expect these claims to be a digital process and for any dealings with their insurer to be primarily carried out online. It is likely customers will prefer dealing with their insurer via their computer or mobile device than actually speaking on the phone – and expect the whole interaction to be quick, easy and straightforward.”

However, KPMG said the process does not stop at becoming more seamless, it should also be about greater use and collection of data.

“Take, for example, the use of telematics and GPS following a car crash: the technology not only provides invaluable information about driver behaviour, it also results in a faster, more comprehensive response, with far less burden on the customer,” said KPMG. Insureds sit on mountains of data, all of which would not only help insurers build the picture of that company but would contribute to a better understanding of any one sector.

However, they are unlikely to want to share information with insurers, unless they can trust that the information will be used in their best interests.

Communication and collaboration can achieve much, the experts all agree, the question seems to be: who wants to go first? ●

ISTOCK

transform how we work together in areas such as reinsurance, recoveries, quota share and claims. It’s critical that we continue to ask ourselves how we can use industry technology to make things easier for all of us.”

Mr Krawitz stressed the importance of ensuring that any change aligns to the customer. “There is a lot that we are, and could be, doing. But before diving in head-first and testing the technology, we should always look at how it stacks up in terms of value for customers, service for customers and operating costs,” he suggested.

Meanwhile, back in the UK at the Association of British Insurers’ fraud conference last year, Donna Scully, a director at Carpenters, agreed collaboration was crucial.

Speaking in the context of fraud, she discussed the need to reduce fraud to better serve customers and maximise results, but only in the context of maintain a healthy relationship with genuine claimants.

She also warned “Fighting fraud should be the driving force behind regulatory and legislative change in the sector. Unfortunately, it has become a secondary goal behind the pursuit of cost savings, at the expense of fairness for premium paying customers and independent legal representation.

“Accident claims will not simply disappear under the current whiplash reforms.

Instead, genuine customers will demand action and support and then the cost savings start to look increasingly over-stated.”

socp.org.uk / Society of Claims Professionals / Spring 2019

5

CLAIMS MANAGEMENT

Jay Borkakoti tells us how we can contribute and collaborate for enhanced claims management

6

READY, CLAIM, ASPIRE!

I

mproving the claims experience remains a core focus for the insurance profession as we enter 2019.

As recent research from J.D. Power has shown, there are rising expectations on the swiftness of settlement with consumers seeking speed, empathy and personalisation in claims.

It’s well recognised that reengineering the claims process beyond just re-allocating resources, means greater use of technology and new data sources. The good news is that the industry is already exploiting

socp.org.uk / Society of Claims Professionals / Spring 2019

CLAIMS MANAGEMENT

will help to create an effortless experience, automation will not be able to solve all the issues. Most customers are unlikely to be ready for a computer that says, “trust me” and takes away the ability for communication when a customer wants to discuss a claim with a human.

LexisNexis Risk Solutions has often discussed a future where better databases in the claims and property arena are going to create powerful insight for segmenting claims with the necessary precision. Pooling of data sets between home insurance providers, as the industry has achieved in motor policy history, will help to create new insights offering efficiency savings while reducing fraud and claims leakage.

digitisation and new data sets, putting the consumer more in control and bringing new suppliers together in the claims continuum.

Automation is changing the game in claims. Whether it’s a customer snapping photos of their damaged vehicle and initiating a claim via an app, or an adjustor using a drone to inspect property damage, data is simplifying and expediting the claims process.

In the home insurance context, digital transformation of claims will require new data assets and a renewed push in the direction of data enrichment to help create the experience consumers want. This will make data on the property and the policyholder available in claims and across the whole lifecycle of the policy.

Fundamentally, digitisation and automation is data doing the work; taking the effort from the customer and answering the necessary questions in the decision-tree.

But while automation can and

MOST CUSTOMERS ARE UNLIKELY TO BE READY FOR A COMPUTER THAT SAYS, “TRUST ME” AND TAKES AWAY THE ABILITY FOR COMMUNICATION WHEN A CUSTOMER WANTS TO DISCUSS A CLAIM WITH A HUMAN SENSIBLE RISK It makes perfect sense. Where insurers have data on the insured, policy history, cases of fraud and trends related to intermediaries, brokers and their own sales staff, this information sits in isolation inside each company. It is of limited use for any individual company when looking for a broader, more accurate view of a risk.

When aggregated, this information is seen in the context of the whole market, reducing the risk of blind spots. Even for an insurer with a large market share, there are clear advantages to working with

shared data.

However, a recent survey conducted by LexisNexis Risk Solutions among UK home insurers, revealed that there is a high reliance on customer self-declared claims.

Other sources of claims data are used by approximately half of the market.

Why is this not higher? Is customerdeclared claims data so trustworthy and sufficiently accurate to price such a hugely important risk factor? Can we reasonably expect a customer to recall the value and nature of their claims across many years?

Undoubtedly there is an opportunity to make things better and to eradicate these blind spots.

We know that past claims are an important predictor of future claims, but we need to question the current reliance on customer-declared claims, as well as how the claims history for both the property and person can be used to generate important signals for fraud or claims management priorities.

With the launch of LexisNexis Home Prefill and the underlying datasets, together with our claims database to come, we are playing a role in creating new risk rating factors for underwriting, but also business attributes that play into the claims process.

To shift the curve in improving the insurance customer journey, the industry must understand the things that really make a difference to the customer. Technology and the data platforms will allow for better customer feedback, creating multiple claims journeys that are more relevant to a particular individual, as well as matching the characteristics of the claim better to the insurer’s resources.

It’s an ongoing process of simplification for the customer, but it’s going to take new types of data to deliver it. ● Jay Borkakoti, iS director home insurance, UK at LexisNexis Risk Solutions

socp.org.uk / Society of Claims Professionals / Spring 2019

7

GLOBAL CLAIMS

TAKING THE HEAT

C 8

yber risks and the impact of new technologies will have an increasing influence on the corporate loss landscape in years to come. However, it is fire and explosion incidents that cause the largest claims for insurers and the businesses they cover, according to new research from Allianz Global Corporate & Specialty (AGCS). The vast majority of corporate insurance claims originate from technical or human factors despite natural catastrophes such as hurricanes, having caused devastating losses over the past two years.

In its latest Global Claims Review, AGCS has revealed the top causes of claims in the corporate insurance segment based on an analysis of 470,000 claims from over 200 countries over the past five years (July 2013 to July 2018) with an approximate value of €58bn.

The largest financial losses come from fires/explosions, aviation incidents, faulty workmanship/ maintenance incidents and storms, which collectively account for over 50% of all claims by total value.

Over 75% of financial losses globally arise from 10 major causes of loss.

Professional indemnity related losses (e.g. negligence/misadvice) – stemming from a number of corporate actions – and fires are the most expensive causes of loss in the UK, both accounting for 28% of the value of all claims analysed.

87%

OF CORPORATE CLAIMS ORIGINATE FROM TECHNICAL OR HUMAN FACTORS

EXPENSIVE REPAIRS Over the past five years, fire and explosion incidents have caused in excess of €14bn worth of losses and are responsible for more than half of the 20 largest non-natural catastrophe events analysed. The average claim is almost €1.5mn.

Raymond Hogendoorn, property

and engineering claims specialist at AGCS, explains: “In general, property insurance claims are higher with inflation and greater concentration in value as a result of globalization and more integrated supply chains.

“As manufacturers have become more efficient, the values per square meter have risen exponentially. Fire and flood claims are much more expensive per square meter than a decade ago.”

Costs associated with the impact of business interruption (BI) can significantly add to the final loss total from fire and explosion incidents, as well as many of the other major causes of loss identified in the report.

Almost all large property insurance claims now include a major BI element: The average BI property insurance claim now totals €3.1mn.

This is around 39% higher than the corresponding average direct property loss (€2.2mn).

Despite recent record-breaking natural catastrophe loss activity in the US and around the world, storm is the only natural catastrophe event to appear in the top ten causes of loss. Analysis shows corporate insurance claims typically originate from technical or human factors – or non-natural catastrophe events – accounting for 87% of all claims by value.

The report provides loss breakdown statistics for 13 countries and analyses claims patterns across various industries such as aviation, shipping and energy as well as insurance lines of businesses such as property, engineering, liability and financial lines.

Download the full report here: bit.ly/2RXI358 ●

socp.org.uk / Society of Claims Professionals / Spring 2019

ISTOCK

Fires and explosions cause largest losses for business according to the latest Allianz global claims analysis

M E N T A L H E A LT H

REAL AWARENESS Jeremy Trott reflects on the expectations of us as professionals and the importance of supporting mental health in the workplace

A

s we begin 2019, we all know that expectations, both from ourselves and from work, are growing rapidly. With this and the political upheaval, both globally and locally, the pressures on all of us are growing on what seems like a daily basis.

Working in claims, we see firsthand the strain that people are under, often when they are at their most vulnerable. It can be particularly worrying for an individual to make a claim when there is not only a physical loss but also an emotional response to a traumatic event.

On the commercial side, with increasing expectations around productivity and business performance, organisations are under enormous pressure to get back to normal operations for both their staff and their customers.

Finally, for those of us who work in the sector and our own staff, stress is quickly becoming one of the biggest causes of sickness. The Health & Safety Executive estimated in December 2017 that stress accounted for around 40% of overall sickness in the workplace and that figure is expected to rise further.

Mental health charity Mind published a Workplace Wellbeing Index for 2018 with the following results: ● 7 in 10 employees will experience poor mental health at some time in their lives; ● 51% of employees experienced anxiety at work; ● 32% of employees took time off work due to mental health issues; ● 12% of employees said their mental health was poor.

Stress can stem from both work and home-related incidents. However, with an

increasingly stretched NHS, traditional support is increasingly sporadic in nature and so it falls back to us – the employer – to help out.

TAKING RESPONSIBILITY However, are we ready for this responsibility? Traditionally, I would suggest, we have not tackled this as a priority and have passed the responsibility to someone else. We’ve also not equipped our leadership community to deal with it.

Our challenge is this: how long can this go on? As insurers we have an opportunity to offer our customers and our own staff real, meaningful support

40%

OF OVERALL SICKNESS IN THE WORKPLACE IS RELATED TO STRESS

and to deliver on the very worthy public trust agenda that we’ve built through our commitment to the Society of Claims Professionals.

The good news is that awareness is growing in the UK, which encourages these conversations to be held more openly. Previous taboos around mental health are being addressed, but there is more we can do to encourage open and honest communication in this respect.

Increasing numbers of companies are now offering specific training on mental health for their leadership teams. More and more companies are adding mental health first aiders alongside the more traditional first aiders at work. By giving this training, we can start tackling the problem as soon as signs are spotted.

As well as ensuring that the usual support mechanisms are in place for our own staff, we can offer the support of experts in this field, such as mental health charities, by inviting them into our organisations to run individual sessions with employees on a confidential basis.

On the customer side, there is also more we can do. For example, could we add additional covers for those who have experienced traumatic events, such as counselling post-flood or additional care support to victims of theft?

With many more issues that still need to be addressed, the improvement of wellbeing in the workplace and providing proper support to clients is something the sector needs to focus on this year. If you would like more information on the issues raised, why not read the CII in association with Mind’s guide to “Implementing the Thriving at Work Standards”. ●

socp.org.uk / Society of Claims Professionals / Spring 2019

Jeremy Trott is non-executive director of the Society of Claims Professionals

9

BOARD MEMBERS

MEET THE BOARD

Get to know the new Society of Claims Professionals board members JEREMY TROTT

10

Head of Claims Operations Jeremy has a varied background, having joined Commercial Union over 20 years ago on their graduate training programme where he spent 11 years, surviving two mergers to be appointed as Maidstone Sales and Underwriting Manager in 2003.

After profitably growing this account, Jeremy moved across to Allianz in January 2006 where, as well as picking up the sales and underwriting side, he has his first experience of managing a large operation when he was responsible for handling the Allianz SME business. In May 2009, he moved into Allianz's head office and successfully managed an Innovation & Strategy team looking across the whole of Allianz UK where he and his team drove out in excess of £10m

JUDY O'NEILL Vice President, Claims Europe Judy is a US qualified lawyer from California and is Vice President, Claims Europe at Travelers Europe where she heads up the claim organisation. She has been with Travelers Europe since 2009 where she formed the inhouse legal team for the claims operation.

Prior to her work at Travelers,

worth of annualised savings a year earlier than planned.

After three years in this role, Jeremy moved back into his current role of Head of Operations for Claims, which gives responsibility to him for driving the operational delivery of the claims service from Allianz from four sites in the UK and one in Trivandrum in India.

During his six years in this role, the operational environment has been through a radical overhaul with significant organisational change including the closure of offices and the expansion of the offshoring team accompanied by the digitalisation of the customer journey, the implementation of a new IT system and, more recently, he has taken on the sponsorship of the Robotics programme through Allianz UK claims.

Judy was employed at Equitas to manage the strategic oversight of legal initiatives and US-based litigation. Before her move to the UK in 1996, she was in private practice focusing on complex insurance defence and coverage litigation. Judy has held the role of Chairperson for Travelers Europe Women’s Diversity Network for the past two years.

MALCOLM HYDE Executive Director Malcolm started his career in underwriting with the Commercial Union in 1980 and commenced his CII studies immediately with the support of his employer. This proved highly beneficial opening Malcolm’s career path to claims, loss adjusting, process engineering, training and, finally, to head the Chartered Institute of Loss Adjusters as their Executive Director.

MALCOLM, AS A FELLOW OF THE CII, DELIGHTS IN HIS ROLE ON THE BOARD OF SOCIETY OF CLAIMS PROFESSIONALS HELPING OTHERS TO SUCCEED

socp.org.uk / Society of Claims Professionals / Spring 2019

BOARD MEMBERS

ANDREW WILKINSON Director of Technical Claims Andrew, a Law Graduate, has worked in General Insurance Claims for Aviva for over 20 years. He is currently Director of Technical Claims having responsibility for Aviva’s high value and complex loss claims teams. His main focuses are balancing customer service, indemnity spend and assessing the legal and market environment in which Aviva

MARTIN ASHFIELD Claims Technical Director Martin joined the insurance sector in 1986 and has remained in the claims arena since then, covering a variety of roles across most business classes, including operational claims handling, project management, operational management and strategic planning. Martin is currently responsible for technical claims within operational areas across motor, property and liability classes.

Martin has also worked on various ABI initiatives and Working Groups in the last decade. He has been involved in industry activity around issues and responses to surge events and other property related topics.

He is also a regular speaker and contributor at claims conferences.

Martin is an active member of the Bolton CII Council where he has just completed a two-year term as President.

Claims operate.

He also has responsibility for setting Aviva’s internal claims philosophies and standards.

For several years Andrew has been heavily involved in Aviva’s external engagement, covering a variety of civil justice reform issues to Government level, including whiplash, medical evidence and Aviva’s “Road to Reform” campaign.

CAROLYN MACKENZIE Complex Claims & Strategy Director Carolyn is the Director of Complex Claims at RSA in the UK. Her team manages large and complex losses arising from the motor, liability, property, engineering and household portfolios, and all claims arising from the professional indemnity, financial risks and marine portfolios.

Prior to joining RSA in 2012, Carolyn was the Casualty Claims Manager for Munich Re in London.

Carolyn started her career as a claims graduate trainee with Sun Alliance International. She is a Fellow of the CII and a Chartered Insurer.

MARTIN IS AN ACTIVE MEMBER OF THE BOLTON CII COUNCIL WHERE HE HAS JUST COMPLETED A TWO-YEAR TERM AS PRESIDENT

JON CAWLEY Head of Claims Jon is accountable for setting claims strategy, the customer experience, technical control and strategic claims leadership to deliver an award winning service to the Group’s diverse customer portfolio.

Jon’s previous roles include Head of Claims at Towergate Insurance, UK Head of Personal Lines Claims & UK Motor Claims Director at Zurich Insurance, and UK Property Claims Director, also

at Zurich Insurance.

Additional positions held include member of the Post Magazine Claims Club advisory panel and previously a BIBA Claims Board member.

With a passion for investing in people, Jon has also instigated the development of training programs which have achieved CII accreditation.

socp.org.uk / Society of Claims Professionals / Spring 2019

11

BOARD MEMBERS

TONY EMMS Director Tony is the Owner/ Director of Vine Grove Ltd and provides Advisory Board services to a portfolio of businesses.

Tony has a long association with CII having joined their Claims Faculty Board in 2009, chairing from 2010-2013, and serving a term as a Vice President of the CII from 2012-

2018. During 2012-2015 Tony also chaired the Board of Thatcham Research and re ceived the Insurance Times Claims Lifetime Achievement Award in 2017.

Tony’s final appointment in corporate life was as UK Chief Claims Officer at Zurich Insurance from 2010 to 2015. In this role he had responsibility for claims on all lines of UK domiciled business.

DAVID FROST Director Technical & Large Loss David Frost (FCII, Chartered Insurer) joined Direct Line Group in 2011, as Director of Technical & Large Loss Claims.

David has over 30 years’ industry experience and a wealth of knowledge within UK and global technical claims. He is an insurance market professional with specialist expertise in motor and other general business claims management, having successfully held a wide range of strategy, technical and operational claims management roles.

ANN GOLDER 12

PATRICK HAYWARD – CONSULTANT Patrick graduated in Law in 2008, before working as a legal adviser and later as a claims technical consultant at DLG. He joined Altus Consulting’s General Insurance team in 2017 as a business architect, supporting insurers with strategic, operational and regulatory change projects. He is part of the CII New Generation 2016 Claims Group, which has worked with Government, insurers, loss adjusters and other stakeholders to deliver a comprehensive guide for the police to use when handling claims under the Riot Compensation Act 2016.

Director Ann is a Director of Broker Direct Plc based in Bolton.

Broker Direct is an MGA and Third Party Administrator in the UK market and has been Chartered since 2016. Ann has over 30 years’ insurance experience, starting her career in the Personal Lines department of Iron Trades and is a Fellow of the CII.

GRAHAM HUGHES

ANN HAS OVER 30 YEARS’ INSURANCE EXPERIENCE, STARTING HER CAREER IN THE PERSONAL LINES DEPARTMENT OF IRON TRADES AND IS A FELLOW OF THE CII

Chief Claims Officer Graham joined esure Group in October 2015 as Chief Claims Officer with over 25 years of claims and insurance sector experience.

He oversees esure’s 800 staff strong Claims and Financial Crime operations based across Reigate, Manchester and Glasgow.

Graham’s previous roles include Commercial Claims Director, RSA where he was responsible for leadership of the commercial claims area and was responsible for circa £1.9bn claims, with a team of 300.

He also held senior positions at Allianz and Aviva.

socp.org.uk / Society of Claims Professionals / Spring 2019

BOARD MEMBERS

KARL PARR Head of Claims Technical Excellence & Support Karl has enjoyed over 30 years in the insurance sector and has experience of working in claims across all classes of general insurance through a variety of technical, managerial, strategic and leadership roles.

During this time he has acquired Chartered Insurer status and the Associate of Chartered Insurance Institute (ACII) qualification, as

MARTIN MILLINER General Insurance Claims Director Martin has over 30 years’ experience in General Insurance in various operational and technical roles, predominantly with LV= and Churchill/RBS Insurance. During that time he was involved in a variety of issues, including the creation of the Credit Hire GTA. In 2003 he became Claims Fraud Manager at RBS Insurance and was a founder Board member of the Insurance Fraud Bureau.

In 2006 he joined LV = and is now Director of Claims, managing personal and commercial lines claims across the range of LV= Brands. He is a part of the General Insurance Executive Team at LV= and has executive accountability and line management responsibility for all fraud matters across underwriting and claims. Outside of LV= he is a member of the Thatchams Board and the Insurance Fraud Bureau Board.

SUE MCCALL Head of Claims Sue joined Aspen in November 2010 from Hawes McCall & Associates Ltd where she was a founding Director. Her earlier roles include Head of Group Claims Operations at SVB/ Novae and Head of London Market Claims at Independent Insurance.

Sue has over 30 years’ experience in change management, operational management and technical claims handling, spanning most classes. Sue has an advanced diploma in insurance from the CII and is a Chartered Insurer. She also on the Post Claims Club Advisory Board and is a past President of the North Downs Insurance Institute.

well as serving on various ABI and industry boards and groups. Most recently he enjoyed the challenges of the Head of Claims Technical Excellence & Support role at Ageas.

STEPHEN IS AN ENTHUSIASTIC SUPPORTER OF TECHNICAL EXCELLENCE FOR CLAIMS PROFESSIONALS, AS INDIVIDUALS, DEPARTMENTALLY AND COLLECTIVELY

STEPHEN ROBERTS Executive Claims Director Stephen Roberts ACII, is the Executive Claims Director for RiverStone Management Limited, A Fairfax Company.

Stephen is responsible for the effective handling of all claims in the European Group, including defining and delivering claims company goals, and organising their response to TCF, reserving and emerging claims risks.

Stephen is an enthusiastic supporter of technical excellence

for Claims Professionals, as individuals, departmentally and collectively in the wider insurance sector. Stephen is also Chairman elect for the Insurance and Reinsurance Legacy Association (IRLA) for 2019.

socp.org.uk / Society of Claims Professionals / Spring 2019

13

Ch artered In su ran ce In stitute 21 Lombard Street, London, EC3V 9AH cii.co.uk