General Insurance Complaints Management Forum 2019 | Knect365 Informa Business | 3 December 2019 | Crowne Plaza London - Kings Cross, 1 King's Cross Rd, Islington, London WC1X 9HX, UK

Do you want to solidify customer relationships, improve effectiveness in your team, and learn how to get the best return on investment for complaints?

Hear Insights on Insurance Complaints From the Financial Ombudsman
• Hear a presentation from John Quinlan, Ombudsman at the FOS.
• John has been an Ombudsman since 2012, leads work on property insurance and for the insurance practice group.
• Hear the trends seen in the insurance complaints space, as well as insight on firms' complaints handling processes.

Improve Approaches to Ongoing Challenges in Complaints Teams
• How are firms preparing for the current FCA consultation on vulnerable customers, and what change may it bring?
• Are companies empowering front line staff to make decisions on complaints?
• Root Cause Analysis - how can firms bridge the gap and deal with the ongoing regulatory focus?

Successfully Manage Emerging Risks in Complaints Management
• Consider the emerging role of technology and the digitisation of complaints handling.
• Tackle challenges of social media influences on complaints handling, what is best practice?
• Network with insurance companies and explore how firms are harnessing new solutions such as AI.

2019 Speakers

John Quinlan
Ombudsman, Financial Ombudsman

Harry Horsfall
Compliance Officer, Neon Underwriting

Paul Moore
Head of Learning and Customer Excellence, LV

Jonathan Hyde
Director, DWF

Mark Anderson
Head of Complaint, Mercer

Alfie Bassey
Complaints Officer, AXIS Capital

Nick Charleston
Complaints Manager, Alliance Insurance

Gillian Harvey
Compliance and Complaints Manger, HDI Global Specialty SE

Elaine Banks
Head of Compliance, KGM Underwriting Services

2019 Exhibitors

• Aptean Respond
• Civica