The Fourth Industrial Revolution in Insurance
Entering a new era: moving beyond digitalisation
IAN M THOMPSON, ZIP/EMEA CHIEF CLAIMS OFFICER, ZURICH INSURNACE - SHORT BIOG
Ian M Thompson has spent 22 years working in General Insurance, gaining a range of experience in Global and UK roles covering Risk Control Engineering, Global Operational Risk Management, Corporate Venturing, Strategic Change and Claims Leadership.
Over the last 12 years, Ian has increasingly focused on claims development and delivery, leading RSA’s Global and UK strategic Claims Change programmes from 2002 to 2006. In 2006 Ian moved to operational transformation, integrating RSA’s UK motor claims teams to achieve an aligned, end to end, claims management service delivering market-leading efficiency and indemnity control.
Ian has a passion for driving customer service performance, securing the 2012 Insurance Times Claims Technology Innovation Award for his teams work to deliver enhanced automation and customer self-service for ‘MORE TH>N’ Insurance in the UK.
In 2012, Ian was appointed as Zurich Insurance Plc (ZIP) and Europe Chief Claims Officer, based in Dublin, Ireland. In 2014, Ian‘s remit was expanded to encompass Zurich’s Middle-east and Africa claims teams. Ian is now accountable for over 4,500 Claims professionals across 31 countries with an annual claims spend of in excess of USD12Bn and reserves over USD20Bn.
In the last 36 months, Ian has led the evaluation and development of the EMEA Claims governance and control environment, over-seen the delivery of more than USD250m of incremental claims indemnity improvements and rolled-out a global restructuring and claims capability-up-skilling program within the Region.
In 2014, Ian has also co-sponsored the development of a common ‘Blueprint’ for Zurich GI Claims operations as well as supporting the deployment of over $300m of capital investment across the region.
Ian continues to develop the EMEA GI claims community to leverage the Zurich's knowledge, scale and capabilities to improve governance and control, maximising contribution to profitable growth, encourage innovation and develop consistent delivery of a market-leading claims service.
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 claims in 2003. After leading AXA’s Personal & Commercial Claims Teams, David returned to Underwriting as Managing Director, Underwriting, and now has a broader role reporting in to CEO Amanda Blanc, as part of the newly recombined AXA general insurance businesses in the UK
He was heavily involved in the government and ABI responses to the ‘Liability Crisis’ way back just after the Access to Justice Act, and continues his lobbying work as the insurance industry looks to remove unnecessary costs and delay from the current adversarial compensation process. 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 AXA Assistance UK, Vice President of the CII and Chair of the CII Underwriting Faculty. He is Chair of the recently formed Autonomous Driving Insurance Group and RISCAuthority, was previously a member of the National Stakeholder Council for the Governments ‘Workplace Health Connect’ initiative during its currency, and was a Director of Thatcham, the Insurance Industry Motor Vehicle Research Institute for four years.
He is a member of various AXA Group Boards and has represented the UK on Asbestos, Health, Pollution and Fraud issues. He speaks regularly at conferences and other events in the UK and Europe on a variety of subjects including most recently, improving customer service, flooding, climate change, Big Data & Driverless cars
David has also appeared on BBC Breakfast TV, Sky, Channel 4 and BBC News, as well as Radio 4’s ‘Today’ Programme, being interviewed on topics varying from Compensation Culture to Business Crime.
David originally hails from Bristol (explaining his passion for Bristol Rovers!) but now lives in Suffolk with his wife Catherine and two young sons Evan (10) & Ryan (8).
Adam has worked in the enterprise technology arena for 8 years and has a background in Capital Markets & Banking, specialising in high performance applications. Having spent time at IBM, Adam joined TIBCO in 2011 and has successfully run the Insurance business for TIBCO in the UK&I region for the past 4 years.
With a focus on driving business outcomes for customers in an ever-changing technology world, Adam oversees TIBCO’s Insurance business and is now a leader in the Insurance Technology market, helping turn Insurers into Algorithmic businesses, harnessing the power of Advanced Analytics, Machine Learning & Artificial Intelligence.
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.