Claims & Underwriting Forum

Connecting the dots

The COVER Claims & Underwriting Forum will build on the conversations started at the COVER Claims Convention last year, which explored the theme of transparency and trust.

As the protection and health insurance sector pushes to increase access to insurance through more inclusive underwriting philosophies, innovation and personalisation has increasingly come to the fore. In the modern world, where customers share personal information online and advertisers straddle a line to stay GDPR compliant, never before has it been so crucial for life and health insurers to manage data ethically and responsibly, while underwriting appropriately and treating customers fairly. Meanwhile, emerging digital trends and the evolution of medicine sit poised to revolutionise the way we price life insurance policies in the future and how we gather, track and deal with health information on behalf of policyholders.

As a gateway to consumers, the adviser community remains as crucial as ever to the underwriting process too. Asking the right questions can allow intermediaries to more effectively know their client and as a result meet their needs, by sourcing the most appropriate cover, which can in turn help increase the likelihood of a positive outcome – and, in an ideal world, help prevent the need for a sickness-related claim at all.

Join us on the 22nd September for our virtual COVER Claims & Underwriting Forum to explore how the protection and health sector can continue to enhance industry practices to improve the customer experience, as insurers increasingly expand the care and support services available to policyholders before, during and after a claim. This virtual event will provide you with the chance to catch up with your peers, watch presentations from our expert speakers and join the conversation through our interactive networking area. All the presentations will be available for you to watch after the event, on demand.

Event countdown

This event is working towards the International Standard ISO 20121 and follows guidance set out by the Sustainable Event Alliance (SEA)

Who should attend?

The COVER Claims & Underwriting Forum is designed specifically for advisers and intermediaries working in the insurance industry, and the following professionals qualify for a complimentary place:



    Employee Benefit/Rewards

    Independent Financial Advisers (IFA)

    Insurance brokers that write protection and health insurance business

    Insurance/Protection/Healthcare Professionals

    Mortgage Advisers

    Proposition Specialists



      Chair's welcome and opening remarks
      Adam Saville, Editor, COVER
      Opening keynote: The impact of Covid-19 on access to insurance

      The Covid-19 crisis brought with it a raft of underwriting changes to protection policies in light of a novel virus that caused a worldwide pandemic. As the virus spread rapidly, insurers understandably had to review their ability to offer cover, especially for those with Covid-19 symptoms or considered particularly at risk to coronavirus. What has informed some of these decisions and how well have they been communicated to advisers? In this keynote session, Andrew Wibberley will weigh up the fairness of these changes, while considering the unknown long-term effects of the virus and its potential impact on access to insurance.

      Andrew Wibberley, Chair to Access To Insurance Working Stream for Underwriting

      Live Q&A 09:20 – 09:30

      Are we connecting the dots in underwriting?

      Is the purpose of underwriting purely risk management? If Underwriting is a dot in the chain of purchasing life insurance, are we considering the other dots when making decisions? Should we be more focused on the end customer and their buying experience? This session will explore whether we are connecting the dots in underwriting and considering the wider implications when making decisions now and in the future.

      Nilesh Patel, Head of Sales and Marketing, UnderwriteMe

      Live Q&A 09:45 – 09:55
      Responding to a crisis: Adaptation through innovation

      When the COVID-19 pandemic struck, providers had to react quickly, mobilising remote working capability and adapting life insurance propositions to reflect the emerging risk of a global health crisis. In this session, Royal London will walk us through its response to the Covid-19 crisis. How and why did the insurer make the changes to its underwriting process? And why is a focus on claims so crucial when meeting the needs of customers at this time?

      Craig Paterson, Chief Underwriter, Royal London Intermediary 

      Live Q&A 10:15 – 10:20

      Networking break

      Please use this time to talk on the event chat and browse the exhibition hall

      A transparent look at claims
      Holloway Friendly has looked in-depth into its claims process, and how every step from initial income protection application through to underwriting and service help determine the outcome of a claim. By working closely with advisers we can improve application quality, reduce non-disclosure and increase members' understanding of their income protection plans. This session will assess how important the adviser role is and what can be done to improve claim outcomes for customers.

      Suzy Esson Head of Operations, Holloway Friendly

      Live Q&A 10:50 – 11:00
      Seen and not heard: COVID-19, cancer and the dangers of missed diagnosis

      NHS England figures show that year-on-year urgent cancer referrals have dropped by a fifth during June, rising 43% for breast cancer. It has been reported that hospital waiting lists for treatment are at their highest level ever and Cancer Research has estimated that 2.1m people in the UK have missed out on screening during the pandemic. In this session, LV= will re-visit their recent claims experience over the COVID-19 period, investigating the potential impact of delayed diagnosis on future claims experience and how protection providers can help reduce the immense strain on the NHS at this time.

      Anna Rogers, Head of Underwriting, LV=

      Panel: Signposting and asking the right questions

      This panel will explore why signposting to specialists is the key to unlocking access to insurance. It will cover asking the right questions; treating vulnerable customers fairly and dealing with difficult questions to do with health and mental health disclosure. If a client cannot initially find the right cover, there is now a system in place to ensure that they can.

      Shayne Halfpenny-Ray, Policy and Public Affairs Adviser, CII

      Graeme Trudgill, Executive Director, BIBA

      Alan Knowles, Managing Director of Cura Financial Services and Chair of the Protection Distributors Group

      Sarah Murphy, Associate Director for Advice, Information & Training, Mental Health UK

      Closing remarks

      Adam Saville, Editor, COVER


      Head of Operations
      Holloway Friendly
      Policy and Public Affairs Adviser
      Chair of the Protection Distributors Group
      Managing Director of Cura Financial Services
      Associate Director for Advice, Information & Training
      Mental Health UK
      Head of Sales and Marketing
      Chief Underwriter
      Royal London Intermediary
      Head of Underwriting
      Executive Director
      Alea Risk

      2019 Highlights


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      +44 (0)7710 737414
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      Paige Reeves
      Conference Manager
      +44 (0)20 7484 9810
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      Ellie Harris
      Marketing Executive
      +44 (0)20 7484 9713