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6th Home Claims Conference


6th Home Claims Conference

Wednesday 14th November  2018

  Ricoh Arena, Phoenix Way, Coventry, CV6 6GE

£235 + VAT per person

Future Look

Taking stock of our achievements, and making bigger our ambitions.

Join us on Wednesday 14th November at the Ricoh Arena in Coventry.  We’re looking at what the future holds and analysing our achievements so far. We’ll then be in a great position to plan our next steps.

The conference is divided into 4 topic areas each with experts and industry insiders coming to share their experience and insights.

2018 Conference Gallery

Andy Lucas  (9.25 – 9.50)

Managing Director, CET

Andy Lucas has held senior management positions in the insurance supply chain. Following his previous position as Global Strategy Director for Polygon, he set up Property Assure Ltd (now part of CET Structures Ltd) to provide the insurance market and their customers with innovative solutions to property risk profiling and management, and property maintenance and improvement services.

Roberta Mugellesi Dow  (9.25 – 9.50)

Business Applications Manager, European Space Agency

Roberta has received 8 awards and has more than 50 publications in peer-reviewed journals and conferences. She holds a M.Sc. in Mathematics and an MBA in International Business from the Schiller University of Heidelberg, DE. She is member of the International program Committee of the International Astronautical Federation (IAF) and member of the International Academy of Astronautics (IAA). services.

Mike Hall (9.50 – 10.10)

Director of Property and Liability Claims for LV=

Mike Hall is the Director of Property and Liability Claims for LV=, having worked in the Insurance industry for nearly 30 years. He has experience in a wide variety of roles, including Underwriting, Loss Adjusting, Risk Surveying, Fraud Detection and (mostly) Property Claims. He has previously chaired the ABI’s Property Claims Panel, sat on the ABI’s Property Committee, the ILC Advisory Board and the Steering Group for PAS 64 . As well as LV=, he has worked for a number of companies, including RSA, DLG, Cunningham Lindsey and Independent Insurance. Mike passionately believes that great customer service can be provided at the same time as costs being controlled. He is of the view that this can be achieved through empowering frontline Handlers and suppliers, supported by technology and streamlined processes.

James Fryer

Business Development Manager, Martindales Limited

James leads the development of the Martindales glazing validation, repair & replacement service for insurance customers. He also manages the company’s many client relationships. With over 30 years in the industry, including 23 at RSA in claims and account management, James has experienced the opportunities and challenges of the supplier/insurer dynamic from all perspectives. Building on the objectives of making things easy for customers and delivering “right first time” outcomes, James is currently focused on further enhancing the online & self-service features of the Martindales proposition to meet the digital aspirations of the market.

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Hannah Dixon (10.20 – 10.35)

Senior Vendor Manager, UKI & Chubb Global Markets

Having spent 10 years with Covea Insurance in a variety of Operational, Client and Supplier Management roles, Hannah joined Chubb Insurance in 2016. She was quickly promoted to Senior Vendor Manager and now leads a team of Vendor Managers responsible for Chubb’s UK&I Vendor panel across all lines of business in the Lloyd’s and composite markets.
Whilst at Covea Insurance, Hannah led a programme to achieve Institute of Customer Service accreditation for Commercial Claims. Since joining Chubb, she has completed the Lloyd’s Claims Practitioner Programme where she was awarded Best Team Player by the Lloyd’s Market Association (LMA).

Claire Lashbrook (10.35 – 10.50)

Operations Manager, Claims Consortium Group

Claire has a passion for people development and continued learning in the insurance industry. She joined the company in 2011 as a claims handler and has worked through a range of project, service and supply chain management roles. She has a contagious enthusiasm for innovations that benefit both individuals and the sector as a whole. She has experience in engaging and attracting service providers, focusing on how they can meet Claims Consortium’s customer-led objectives though technology and personal development. This has led her to her current senior operations role, guiding a team of around 80 people.

Matthew Cooper (10.50 – 11.05)

CEO, Revival

Matthew is CEO at Revival, a company that concentrates on delivering a service for its clients that is underpinned by technical ability, an understanding of the Policyholder’s predicament and a can-do attitude. As part of the Revival team, Matthew is at the forefront of service delivery to Insurers, providing innovative solutions for Leak, Flood and Fire.

Ian Guest

Supply Chain & Procurement Consultant

Ian is supply chain and procurement consultant who has worked both with insurers and suppliers across property and motor spends. He started life as a graduate trainee with Cunningham Lyndsey before progressing to Allianz where he managed the property and motor supply chain for 6 years. A double innovation award-winner, Ian improved multiple areas of the supply and claims area before becoming Chief Operating Officer of Cipher UK. He has worked with LV= and Direct Line Group as well as co-founding Business Documents UK LTD, a self-sustained online retail platform. Ian sits on the national leadership team for Fix Auto.

11.15 – 11.45 Coffee & Networking Break
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Matthew Green (11.45 – 12.05)

Key Account Director, Consumer Intelligence

Matthew has been with Consumer Intelligence since 2012, helping businesses see themselves through the eyes of their customers and leading strategic projects in claims process optimisation. Consumer Intelligence is a data analytics company that helps businesses execute great customer strategies across multiple sectors.

Jo Causon (12.05 – 12.25)

CEO, The Institute of Customer Service

Jo Causon joined The Institute as its CEO in 2009. Over the past nine years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction. Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability.

Lindsey Barnett

Commercial Manager, Clearabee

Lindsey started her career as a sales administrator at Skippy Nationwide, one of the UK’s leading skip hire brokerages, taking and placing orders for skips. Fast forward 16 years and she is now the commercial manager at Clearabee, the UK’s largest on-demand man and van rubbish removal business. Prior to joining Clearabee, Lindsay worked at Veolia, where she looked after sub-contractor commercial relationships worth over £25 million a year. She has also worked at Office Depot, WCRS and designed, implemented and managed waste management systems for large events including The Cheltenham Gold Cup, The Grand National and the BMW PGA European Tour.

Simon Hughes

Business Development Director, WNS

Simon is Business Development Director at WNS and leads the development of the WNS Property Claims Management Service for Insurers, MGAs and broker customers in the UK market. He has worked in the industry for over 28 years and has extensive experience in Legal Expenses, Home Emergency, Subrogated Recovery, TPA – Claims Management / Loss Adjusting, Fraud Detection and Containment, Supply Chain / Procurement and distribution via the broker market. As well as WNS, Simon has worked for DAS Legal Expenses, Cunningham Lindsey, UKDN and The Innovation Group.

Simon’s view is that a customer centric claims approach can be achieved whilst effectively managing operational expenditure and controlling indemnity spend through the use of technology throughout the claims process.

12.40 – 13.50 Lunch & Networking Break
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Rob Chilcott (13.50 – 14.05)

LiveBIG Coach

With a background in professional rugby, first as a player and then as a coach, Rob believes passionately in the potential of people to achieve remarkable things.
Using the liveBIG methodology Rob brings this to life exploring the direct link between our energy and passion, and the impact we have on the world around us on both personal and work levels. Rob teaches leaders to liveBIG. Because, when you teach leaders, they teach others. Great leaders change lives.

Byron McGill (14.05 – 14.30)

Procurement Lead, UKGI Claims, Aviva

Byron McGill is passionate about innovation and simplifying complexity. He brings 18 years of retail experience into the insurance industry and has been with Aviva’s Claims Procurement team since 2014. Byron believes the biggest challenge for insurers and their supply chains is meeting customer expectations in the growing digital world with insurance companies (particularly claims) lagging behind other industries. Additional challenges surround the disparate and often localised nature of the claims supply chain, the delivery of consistency in terms of branding and customer journey, and the varying levels of IT capability across businesses within the supply chain. Byron believes collaboration and transparency between all parties involved is key to the success of delivering retail-style digital services for insurance claims customers.

Michael Porter (14.05 – 14.30)

SVP of International Markets Symbility

Michael Porter is the SVP of International Markets for Symbility Solutions, leading the development of the Symbility business outside of North America. Michael took on this role in 2017, after a number of years spent leading our United Kingdom business. While Michael has been part of the Symbility team since early 2015, he has been working with the Symbility platform since 2009 and brings over 12 years of experience to the business from the Software, Insurance and Financial Services markets. As part of his role, Michael continues to heavily influence the company’s growth and product strategies for international markets. Graduating from the University of Lincoln, in the UK, with an honours degree in Management and Information Systems, he continued his education by completing an executive training programme in 2011 with Cranfield University.

Andrew Sellers (14.30 – 14.55)

Group Head of Claims Supplier Management, Hiscox

Andrew is a Hiscox veteran and has recently been appointed a Hiscox Partner. He started out specialising in Tech; Media & Telecoms (TMT) E&O and was Head of TMT Claims before moving over to underwriting as Head of Technology Underwriting in Europe. Andrew moved onto group operations as Group Head of Claims – Supplier Management. In that role he has successfully focused on professionalising the supply chain and the retail claims functions service proposition when partnering with third parties. Andrew is a member of the global leadership team and is a co-executive sponsor of the LGBT+ employee network.

Gill Vincent

Head of Property Claims Supplier Management

Gill is responsible for Team oversight for the sourcing, implementation and post contractual performance management of Loss Adjusters and all suppliers for building and contents commodities across Personal and Commercial Lines. She is a pragmatic individual and procurement specialist by trade. She entered the insurance world in 2004 and has found it an ever-changing industry with rarely a dull day! Gill has a proven track record and a strong desire to deliver Good Customer Outcomes through robust, cost effective and collaborative supply chain solutions.

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Emergency Subsidence Debate

Following our hot, dry summer there is evidence of a four-fold increase in Subsidence claims. This has led to stories of concern over the availability and capacity for the more traditional methods of subsidence claims handling.

Helping us  to understand the issues are leading subsidence experts:

William Quibell

Head of GI Supply Chain, Fraud, Recoveries & Liability

William is thought leader always striving to unlock innovation and learning from within and outside the industry. He has worked in GI claims for over 21 years and has experience of the claims front line, technical, fraud, major loss, supply chain, underwriting and contractor networks. 12 years of his career have been with insurers’, the other 9 within the outsource supply chain. He controls >100m indemnity spend whilst helping customers when they need it the most by delivering great customer outcomes with good cost control.

Geoff Ball

Chartered Loss Adjuster & Chartered Insurance Practitioner

Geoff has over 25 years’ experience in the professional side of building claims and reinstatement. He qualified as a Chartered Engineer and worked on various high profile civil and structural engineering projects before entering the world of insurance claims in 1992. Working as a Chartered Loss Adjuster and Chartered Insurance Practitioner, Geoff has been instrumental in developing the way subsidence claims are handled, holding a series of senior management positions and ultimately joining the Board of Cunningham Lindsey, now Sedgewick. Geoff is currently a non-executive director on the board of Claims Consortium Group. After joining the company in 2015, he led the launch and development of the company’s new and innovative subsidence service.

Alan Milburn

Home Claims Technical Manager, Covéa Insurance

Alan is a chartered civil engineer with a background of heavy civil engineering, with previous roles focussing on roads, bridges, and major housing and infrastructure works in the UK and the Middle East. Alan moved to the insurance sector in 1992 and has worked for a variety of loss adjustors and insurers in both technical and managerial roles, with emphasis on the technical aspects of building claims. He has gained extensive subsistence knowledge from project management, engineering, loss adjusting and insurer perspectives.

Alan joined Covéa Insurance in 2017 as a Home Claims Technical Manager, responsible for and overseeing the technical aspects of all Home claims handled in our Halifax office.

Michael Lawson

CEO, Property Risk Inspection Ltd

Michael is a Chartered Biologist, a Member of the Society of Biology and a Member of the Academy of Experts. He has been involved in property risk and insurance claims at a specialist environmental level since 1991. He has published widely on issues relating to subsidence, climate change, urban city management, planning law and geospatial systems. He has appeared on both TV and Radio for BBC and independent broadcasters as well as Criminal, Civil & Technology Courts on matters relating to insurers recovery, environmental criminal cases and civil disputes. Michael has spent a career innovating and is currently a lead consultant to the Nationwide Risk Management team supporting a range of programmes relating to surveying systems, geospatial risk management and climate change. A keen Liverpool supporter he lives in Suffolk with his family.

Become a Sponsor

The Home Claims Conference is a proven way of making new customers aware of your products and services. ILC has a rich heritage of sponsors and whether it’s targeted brand recognition or new sales opportunities we work with sponsors to ensure there’s a good return on their investment.

Download our MEDIA PACK to discover the benefits of becoming an ILC conference sponsor.


Talk to Nic Sproul, ILC Commercial Director to discuss options tailored to your business needs.

E: nic@iloveclaims.com
M:07710 112 291

Come and Exhibit

The Exhibitor Hall is an important part of the conference.  It’s is where delegates gather prior to the start and where they return to between presentations and during lunch. This means you are exhibiting right in the centre of the action.

To discuss the benefits of exhibiting talk to Rachael Hunt, ILC Events Manager

E: rachael@iloveclaims.com
M:07813 146 944

07813 146944

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ILC Events are always enjoyable

See what a great time our 2017 delegates had!

Our Coventry Location

Having held many conferences at the Ricoh Arena, it’s now our second home! Coventry is in the heart of the midlands and only a 20-minute train journey from Birmingham. It’s only 86 miles from London, 80 from Manchester and 80 from Bristol. It’s also easy to access from the MI, M6 and M40.

Visit the Ricoh Arena

Ricoh Arena


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