Human V Automated Decision-Making: Have We Gone Too Far?

Industry Expert: Jeff Heasman

When: Thursday 31st July 2025
Time: 12pm – 1pm, Webinar

We have reached a critical crossroads in the digitisation and automation of processes within insurance and financial services. Some say that we have already gone too far and the human element is being continuously eroded, whereas others believe we have not gone far enough and that insurance and financial services continue to lag behind other professions. There is a fine balance to be struck.

Based on doctoral research being conducted by Jeff Heasman and other sources of research and industry insights, this thought-provoking webinar will examine both sides of the debate and suggest a way forward to ensure the best possible outcome for the profession and for our clients.

This session is a pre-seminar webinar for our Flagship event "The Evolving Workplace in the 21st Century" happening on Thursday 9 October, Novotel, Leeds.

Learning Objectives

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

• Identify the different sides to the debate with regards to the balance between human and automated decision-making

• Recognise the point we have reached to date in digitisation and automation within the insurance and financial services professions

• Implement a strategy to ensure that as we move forward, we strike the right balance for the benefit of all

Speaker Biography

Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology. He 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 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.

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Please note: This event is a regional collaboration between the local institutes in the area. Your booking details will be shared with the Insurance Institute of York, which is acting as the host institute for this event.