From Radicalisation to Risk Exposure

Event Overview

Chatbots have evolved rapidly in recent years, fuelled by advances in AI, and today serve billions of users across dedicated platforms such as ChatGPT as well as embedded services on platforms including Google and Meta. While these tools provide efficiency and innovation, they also carry emerging risks.

For insurers, the misuse of chatbot technology, whether through radicalisation, fraud, misinformation, or enabling criminal activity, creates new challenges in underwriting, risk modelling, and claims. Malevolent actors have already exploited chatbots to cause harm, and vulnerable users may be manipulated with serious social and financial consequences.

This one-hour session explores how extremists and other bad actors leverage chatbots, what this means for insurers’ exposure to cyber, liability, reputational, and regulatory risks, and the safeguards that technology companies have employed to prevent harm.

Learning Outcomes

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

• understand the different types of chatbots, their legitimate uses, and the ways they can be misused to generate insurable risks
• assess the potential impact of chatbot exploitation on insurance products and portfolios, including cyber, liability, professional indemnity, and reputational risk cover
• evaluate existing policies, regulatory requirements, and technological guardrails used to mitigate chatbot-related risks, and consider implications for insurance risk management and underwriting strategies. 

Speaker Bio

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.