Facing disruption head-on: a new paradigm in insurance
Explore what insurers can, and must, do to survive during the outbreak of COVID-19.
With every individual and organisation around the world affected, our panel of experts provide insight on how insurers can continue to support customers whilst also facing extraordinary workforce challenges head-on.
Unpack the opportunities and challenges facing the industry, from implementing a robust remote working infrastructure, to delivering a continuity of service to customers. Plus, delve into the impact on claims departments and find out what strategies can be adopted to help ease pressures.
Tracey Smith recently joined Covea Insurance as Head of Fintech and Insurtech. In this role Tracey is working across the Covea’s product lines to establish innovation and partnership opportunities with insurtechs, fintechs and the larger tech ecosystem. Prior to joining Covea, she held an innovation consulting role at Tokio Marine looking at innovation in cyber insurance and innovation in Europe. Previously she was Direct Line Group’s Fin Tech Lead, developing their strategy in the insurtech space and building potential partnerships, investments and managing the investment portfolio. As part of this role she was seconded to operate as interim CEO for a tech start-up. Prior to moving into the insurtech space Tracey led DLG’s commercial division’s strategy and propositions development team. She has also worked for the boutique consultancy, BTS as a cross sector consultant building business models to enable companies to deliver their strategy and held management roles at Aon and M&S.
In her spare time Tracey is an online tutor in Fintech and a keen rugby player. Playing both contact and non-contact versions of the sport, running a 7s rugby team and organising a number of tournaments.
David has over 30 years' experience in general insurance roles including Chief Commercial Underwriter at one of AXA's largest branches, Reinsurance Manager, Casualty Insurance Manager, before moving to lead AXA's Personal and Commercial Claims teams.
David returned to underwriting as Managing Director, Underwriting, and now has a broader role as part of AXA’s general insurance businesses in the UK. He was heavily involved in the Government and ABI responses to the 'Liability Crisis' just after the Access to Justice Act and continues his lobbying work on behalf of the insurance industry.
David leads AXA’s work on Connected & Autonomous Vehicles, including work with five Government backed Consortia (including Venturer, UK Autodrive, & Flourish). He sits on the Association of British Insurers GIC and is Chair of the Autonomous Driving Group. He also Chairs RISCAuthority, the CII Underwriting Faculty, and is a Board Member of the Fire Protection Association.
He is an outspoken critic of claims farming, credit hire, high legal costs and exaggerated whiplash claims. As well as operating at an Executive level within AXA Insurance, David is a Non-Executive Director of The Fire Protection Association, a former Vice President of the CII and Chair of the CII Underwriting Faculty. He is Chair of the ABI Autonomous Driving Insurance Group and Chair of RISC Authority, he also won the ‘Insurance Personality of the Year’ Award at the last British Insurance Awards, as well as awards for Claims Achievement and Social Media Influence.
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 site, 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 worth of annualised savings a year earlier than planned.
After 3 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 around 700 employees from three sites in the UK and one in Trivandrum in India.
During his 7 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 the introduction of the Robotics programme into Allianz UK claims.
As well as his Allianz responsibilities, after 5 years on the CII Claims Faculty board, he has recently been appointed Non-Executive Director of the recently formed Society of Claims Professionals where he is able to combine his passion for developing professionalism in the industry with supporting training & development of the societies’ members.
Jeremy lives in Kent with his wife and two children and when outside of work, enjoys spending time with them and watching and taking part in a variety of sports.
Ben is a Senior Account Director at Salesforce and is passionate about helping insurance companies transform relationships with their customers, partners and employees.
Prior to joining Salesforce in 2016,, Ben held senior roles at both Moneyhub, an award winning fintech, and CGI, the business and IT services provider. Ben started his career at Polaris UK Ltd, the general insurance standards body.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.