COVER Magazine welcomes you to the Claims & Underwriting Forum.

We start off the day with a welcome from our editor, Cameron Roberts. 

Client objections are an inevitable part of the advice process, but they don’t signal the end of the conversation. This session provides strategies on how to respond to client objections appropriately, understand the reasons behind them and identify opportunities to re-engage clients in the future, ensuring no potential relationship is lost.

This session will:

• Provide insights into the most common objections and how to address them.
• Learn techniques to handle objections professionally while keeping the door open for future conversations.
• Discover proactive approaches to re-engage clients after an objection.

Ilan Buganim, Chief Technology & Information Officer at Sapiens, will share his insights on how to leverage AI to simplify processes, enhance customer engagement, and deliver better customer outcomes. Learn how AI can transform customer interactions, enabling insurers to provide smoother experiences, better risk assessments, and reduced administrative costs—all while putting customers first.

This fireside chat will explore what defines a good customer outcome in a claim, whether it is speed, support, or clarity, and how this is reflected in HSBC’s claims process. It will also examine the impact of regulation, the role of advisers in customer support, and the changes that can be made to improve the overall claims experience.

In this session we’ll explore the why, the what and the how of added value services from different industry perspectives.

This session will discuss:

• How can insurers effectively integrate added value services to enhance the overall claims process and create a more personalised, supportive experience?
• How can group risk providers ensure their strategies evolve in response to recent trends in cancer diagnosis claims, while keeping added value services accessible and beneficial for all policyholders?
• What can be done to increase take up of these services, so that they can help more customers recognise the value of protection and strengthen their financial resilience?

Behavioural science is central to the FCA’s vision for Consumer Duty. At its heart is a simple challenge: make it easier for people to do the right thing, and harder to make decisions they may regret. For insurers and intermediaries, this is not just about compliance - it’s about building trust and delivering better outcomes.

In this session, Fairer Finance will:

• Set out the key behavioural principles that matter for protection products
• Show how to apply a regulator’s mindset when assessing customer journeys
• Identify what good evidence looks like when demonstrating behavioural risks have been addressed

Companies that truly understand customer psychology don't just meet regulatory expectations; they unlock new revenue streams, reduce complaints, and build stronger customer relationships. This practical session will help firms strengthen their approach to Consumer Duty while unlocking insights that can improve engagement, satisfaction, and retention.

There is a growing need for advisers to offer holistic protection as part of their advice process. Whether delivering it themselves or referring clients to specialists, advisers play a crucial role in ensuring clients have access to the best possible outcomes.

This session will:

• Provide insights into when advisers should refer clients to protection specialists for better advice.
• Discuss best practice in delivering holistic protection in line with Consumer Duty requirements.
• Highlight strategies to ensure clients receive high-quality advice.

Thank you for joining us at COVER Customer Care Conference!