When the computer says no: a client´s right to challenge automated decisions and how we can support them

Thursday, 15 February 2024
12:00 pm – 1:00 pm (UK time)
    • Jeff Heasman

>> Event Overview

Decision-making is becoming increasingly automated in insurance and financial services. But what happens when a client does not agree with the decision that has been made? What are their legal rights? How can we support them? In this session, we will examine:

  • the advantages and disadvantages of automated decision-making
  • the rights that clients have under law to challenge the decision made
  • the ways you can support your client when they are subject to an automated decision with which they do not agree

>> Learning Objectives

By the end of the session, participants will be able to:

  • Identify the advantages and disadvantages of automated decision-making.
  • Understand how the law can be used by clients to challenge automated decisions that they do not agree with and how they can be supported.
  • Implement a strategy to ensure better outcomes for clients who are not happy with an automated decision.

>> Speaker Biography

Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology. Jeff holds both a bachelors and a masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied Psychology as well as a member of the Association of Business Psychology. He delivers courses across the globe, either face-to-face or online. Jeff maintains a close connection to the industry by regularly providing consultancy in areas such as law and communication and he provides consultations with individuals and teams regarding cognitive skills, such as decision-making and problem-solving.

In 2020, Jeff graduated top of the class from the Yale School of Management Executive Education programme in negotiation strategies with a score of 100% across all modules and he is recognised as an expert in the field of negotiations within the insurance industry. Other areas of specialist expertise include insurance fraud, claims handling and the synergy between product design, brand promises, marketing messages and customer expectations. Jeff is currently completing a doctoral thesis with a Swiss business school, focusing on human v automated decision-making in insurance claims and its potential impact on customer trust.

  • Online

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.