Lecture plus AGM

Time: Registration at 3:45pm, AGM at 4:00pm followed by the lecture at around 4:30pm. Finish with networking.

Vulnerable Customers

An overview of customer vulnerability within the Insurance industry, covering initial drivers, general progress to date, comparisons with other industries, voice of the customer, and opportunities to collectively support the needs of customers with additional needs.

Learning Objectives
By the end of the session, delegates will identify:
• The background to Vulnerability becoming an industry wide concern – FCA/ABI call to action
• What exactly is vulnerability from an insurance perspective and why it's important to recognise
• What does good look like in terms of support
• Where are we going with recent research and other industries
• What we can all do right now and the need to share

Opportunity for Q&A.

Speaker biography
Ian is Vulnerable Customer Delivery Manager for Zurich Insurance, supporting customer-facing and back office teams in ensuring they provide the best possible outcomes for customers with additional needs, across Life and GI operations.

He has worked in the insurance industry for over 40 years and was Claims Manager and part of the Senior Management Team at Hill House Hammond’s Head Office until its closure in 2004.

Since then Ian has been involved in a broad range of insurance activities from Project Managing delivery of a Young Driver telematics operation, PAS platform builds, to Digital transformation including Robotic Process Automation and AI, as well as providing domain expertise to pre-sales and claims operations.

AGM Notice

All Council nominations are listed below and will be approved at the AGM.

Please contact the office 14 days prior to the AGM if you would like to make an objection(s) to any of the points or to request a copy of the 2018/2019 Annual Report or 2018 minutes. The existing Council recommends that members vote in favour of all the resolutions being proposed at the AGM, which they consider to be in the best interests of the institute as a whole. NOTICE is hereby given that the AGM of the Insurance Institute of Manchester will be held for the following purposes:

1. The proposed President of the Institute for 2019/2020 is Victoria Myers of Zurich Insurance
2. The proposed Deputy President of the Institute for 2019/2020 is Eleanor Moore of C&C Insurance
3. To receive and adopt the Treasurer’s Report and Accounts for 2018
4. To receive and adopt the Annual Report of Council for 2018/2019
5. To elect the following Vice-Presidents for the session 2019/2020
Under rule 11a): Katie Jackson, Stephen Bridge, Suchit Desai
Under rule 11b): Fintan Griffin
6. To elect the following ex-officio members of the Council for the session 2019/2020
Treasurer: Katie Jackson, Bollington Insurance
Secretary: Jordan Haskayne, Allianz
Committee Chairperson(s) & Representatives:
Events: Danielle Gowrie, AIG
CPD: Paul Hudson, Aviva
Dinner Secretary: Caroline Griffiths-Davies, Dual Corporate Risk
Regional Forum Officer: Stuart Frost, LV=
Education and Development: Mark Farrant, McLarens
Governance: Paul Heathcote, Griffiths & Armour
Constitution Officer: Mike Cranny, Create Solutions Ltd
SITC Fashion Show: Natasha Johnstone, AIG
Liaison Officer: Suchit Desai, Allianz
Diversity Officer: Jessica Heaton, Zurich
7. To re-elect the following Council members for the session 2019/2020
8. To appoint Warburton & Co Accountants for the session 2019/2020
9. Appoint a Charities Representative: Tracey Threlfall, AON