• The Online Aftershock: How Post-Loss Chatter Shapes Insurer Reputation

Webinar Overview 

In the wake of major loss events, such as catastrophic weather, serious accidents, cyber breaches, or high-profile liability cases, the conversation doesn’t just happen in claims files. It happens online.
Social media, community forums, news comments, and consumer platforms rapidly fill with opinions, speculation, frustration, and evolving narratives that directly influence how insurers and affected companies are perceived.
This session examines how open-source intelligence can track narratives to help insurers understand,anticipate, and respond to these digital conversations. By drawing on best practices from crisis
communications, reputation management, and digital intelligence, the session reveals how insurers can identify early warning signs, reduce misinformation, and engage more effectively during highstakes events.

By the end of this session, participants will be able to:
➢ understand how online conversations influence insurer and client reputation following
major losses.
➢ explore open-source intelligence tools and techniques that detect emerging trends,
misinformation, and reputational risk signals.
➢ apply digital crisis-management practices to insurance communication strategies.

Speaker Bios 

Jeff Heasman is an expert in insurance law and behavioural sciences. He advises insurers and brokers internationally on risk assessment, underwriting judgement and behavioural influences on decision-making. He is the author of the entry on insurance against terrorism in the forthcoming Elgar Concise Encyclopaedia of Terrorism Law.   He was the first Dean of the Faculty of Law at Cavendish University in Zambia and lectures globally.

Professor Stuart Macdonald specialises in legal and policy responses to online violent extremism and terrorism, with particular expertise in criminal law, human rights, and propaganda dissemination. His work examines how legal frameworks intersect with digital platforms and emerging threat environments, including research ethics and data protection. He is Professor at Swansea University, Senior Fellow at Hedayah, and Associate Fellow at ICCT. He serves on the ECTC Advisory Network Steering Committee on Terrorism and Propaganda.