DONT USE OR PUBLISH - InsurED & Financial Planning Day 2021

We are delighted to be holding our 9th InsurED; a one day conference for all our Financial Services and General Insurance Members.

InsurED has grown in popularity over the years and we are pleased to announce that we have an excellent line up of speakers providing a wide variety of technical and skill topics.

Our opening speaker will be:

Melissa Collett - CII Professional Standards Director

We are also delighted to have a fantastic Keynote speaker - Kelly Gallagher MBE.

InsurED is the perfect opportunity to gain up to 5 hours of structured CPD and for those who cannot attend the full day, you can choose to attend some or all of the sessions, allowing you the flexibility to get the most out of the day. We are only charging a small registration fee per delegate this year and we are expecting bookings to be high, so it is definitely worth booking early!

This year, like many events, we are delivering a virtual experience but the quality and standards, of which we are rightly proud, will be maintained.

FOR THE FIRST TIME IN ITS HISTORY INSURED IS GOING NATIONAL!

We are accepting bookings from all general insurance and financial services professionals.

Please scroll down to find the key information to help shape your day and choose the sessions to suit you:

• Agenda

• Booking Instructions

• Session Overviews, Learning Objectives and Presenter Biographies

• Sponsors

This year, for the first time, we are operating a complete on-line booking system. You can book your place online, which allows you to pay any registration required at the time of booking, as well as ensuring you choose the sessions you wish to attend. No fuss, a simple on-line system will gather all the information needed for your booking.

NOTE : ensure that you have chosen the sessions that you wish to attend before beginning the booking process, as you will need to reserve your place at each event to ensure you have a place reserved for you.

We are accepting bookings from individuals or groups of up to 10 delegates per category.

This full day event includes five sessions , 4 technical and/or soft skills sessions as well as a series of virtual Lloyds Tours (which are eligible to record for appropriate CPD purposes)

Delegate Registration Fees are:

CII Members: £10 registration fee

Non-CII Members: £15 registration fee

Members of Nottingham Insurance Institute : Free

Once both your payment and booking form have been received, you will receive an email from the team to confirm your booking.

For all queries, please email insured@thenii.org.uk

We are thrilled to announce our our Keynote speaker as Olympic Gold Medalist, Kelly Gallagher.

Northern Irish skier and Olympic speaker Kelly Gallagher is a visually impaired alpine ski racer who joined the British Disabled Ski Team in 2008. The first Northern Irish athlete to compete in the Winter Paralympics, Kelly also boasts title of the first ever British Paralympic Gold Medallist. A gifted skier Kelly moved to England to attend the University of Bath and took part in her first international skiing competition soon after graduation . Instantly proving herself an excellent athlete and rising Olympic speaker, Kelly Gallagher MBE took a gold medal at her first ever international race at the 2009 Winter Games in New Zealand.

Kelly took part in her first Paralympics in 2010 when, along with sighted guide Claire Robb, she took part in two skiing events and was part of a six strong British Disabled Skiers Team. Despite missing out on a medal – by a paltry 3.36 seconds – Kelly was the highest scoring skier in the British team. Kelly’s position in Team GB was funded by Disability Sport Northern Ireland and in her capacity as a sports speaker she frequently discusses the barriers faced by those with disabilities attempting to break into sport.

Helping to raise the profile of funding bodies such as Disability Sport Kelly Gallagher has become an icon for disabled athletes and is a particularly popular Olympic speaker in her home country. Following her Paralympic debut in 2010, Kelly sought a new sighted guide and eventually became paired with former athlete turned Coach Charlotte Evans who had retired following an injury. Together the two went on to compete in the 2011 IPC World Championships where Kelly Gallagher became the first ever British athlete to win a World Championship medal taking silver medal in the slalom and bronze in the giant slalom.

Though they had only been working together for five weeks Kelly and her 19 year old guide quickly became known as a force to be reckoned with and, shortly after her record breaking win at the World Championships, Gallagher and Evans went on to win a gold medal at the European Cup Finals. Kelly’s most impressive performance to date remains her appearance in the 2014 Winter Paralympics in Sochi, Russia. Taking Britain’s first ever Winter Paralympic medal on 10th March, finishing first in the visually impaired Super-G competition. Later that year Gallagher was awarded an MBE for her work as a sports speaker and contribution to disability sports.

We naturally ask the client if there is anything they didn't understand and often, the client replies “No”.

Or we ask if everything was clear and the client answers “Yes”.

But can we rely on these answers as being an accurate reflection of whether the client truly has listened to and understood that advice? The answer is NO.

That is why, in this webinar, Jeff Heasman will outline his SURE technique for insurance and financial services professionals, based on concept checking, a method traditionally used in language teaching. Concept checking is designed to determine, with as much certainty as possible, that the client has understood the advice. Easy to apply to day-to-day interactions with clients, the SURE technique will help avoid misunderstandings now and in the future.

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

• identify the key elements of the skill of concept checking.
• recognise the risk of certain types of questions when dealing with clients
• implement a strategy to use the SURE technique to ensure clients have listened to and understood your advice.

Speaker - Jeff Heasman

Jeff Heasman is a well-known international trainer, providing specialist communication and cognitive skills training to the insurance and financial services industries.

With a portfolio of international clients from across Asia Pacific, Europe and sub-Saharan Africa, Jeff has vast experience in delivering practical training based around his in-depth knowledge and practical experience.

A former litigation executive and a former senior liability adjuster, he has a bachelors and masters degree in law, is a qualified language teacher, a graduate of the Yale University School of Management Executive Education program and he is a member of the Academy of Modern Applied Psychology and the Association for Business Psychology.

Jeff has particular experience in providing training and consultancy to insurance and financial services organisations based around the synergy between product design, brand promises, marketing messages and customer expectations.

Insolvency Proceedings and Insurance – A Gathering Storm?

The Covid pandemic has resulted in unprecedented government financial support for businesses and individuals. Furlough schemes, Coronavirus Business Interruption Loans and Bounce Back Loans have allowed businesses which have been unable to trade normally to survive, at least in the short to medium term. These support mechanisms have resulted in artificially low levels of insolvencies when compared to historic data.

As government support is withdrawn many businesses will face significant challenges and some will not survive. A significant increase in the number of insolvencies over the coming months is being predicted by many insolvency industry commentators.

All Insolvency proceedings involve a formal process undertaken by a licenced Insolvency Practitioner. What does an Insolvency Practitioner do and what the implications are for insurers, brokers and their clients?

Learning objectives - by the end of this webinar you will gain an overview of:-

• The Insolvency Act
• What an Insolvency Practitioner does
• The different types of insolvency proceedings
• The implications of insolvency events for insurers and brokers

Speaker: Adam Loveitt, Director Insolvency– Insolvency Risk Services (IRS)

Adam is a Fellow of the Chartered Insurance Institute and has over 38 years’ insurance experience. Adam is a Director of IRS and has been directly involved in the insolvency industry since 1990. IRS is an Insurance Broker providing insurance and risk management solutions to Insolvency Practitioners and lenders. IRS is part of Specialist Risk Group.

Vulnerability – Changing Perceptions

If ever there was a time to focus on how we improve the experience and outcomes for the most vulnerable, surely now is that time. The FCA have said that they want doing the right thing for vulnerable customers to be deeply embedded into firms. Whilst we’ve been socially-distanced, new guidance has been issued. What can we learn from recent experience and the regulator’s latest thinking in this area?

There are some fundamental initial steps that need to be adopted in a crisis, especially with the most vulnerable. However, this should be accompanied by a deeper understanding of the vulnerability ‘triggers’ that need to be revisited. These can easily be exacerbated by the recent pandemic and it is important that we capture what has been learned and the positive ways in which firms have responded so far.

The whole point of the vulnerability agenda is to build a genuine culture that will promote good outcomes to consumers. It’s important that we respond to the current needs of clients, but also establish practices that can be developed over the long-term.

By attending this session, you will be able to:

• Identify the initial steps in working with vulnerable clients
• Recognise the key themes of vulnerability and how they are relevant in a major crisis
• Review the key steps from the FCA’s guidance on consumer vulnerability
• Discover how to develop skills and capability in this area

Speaker: Karl Steadman, Retirement & Later Life Specialist - Just

Karl Steadman is a Retirement and Later Life Specialist at Just. Karl shares his knowledge of the retirement and later life markets with intermediaries through the delivery of high quality presentations and workshops, both face to face and online!

He has over 24 years’ experience in financial services, working as an adviser and with product providers. Karl joined Just in 2009. Over the last 12 years, Karl has gained in-depth experience of the retirement income, lifetime mortgages and care markets.

With the Lifetime Allowance being frozen until at least 2025/2026, more and more people are having to think carefully about how they fund their future and need help understanding the implications. This session will help develop a further understanding and help you work with your clients.

Learning Objectives:

• Highlight how big a problem the Lifetime Allowance is.
• Give you a blueprint to deal with LTA impacted clients.
• Demonstrate how we can help.

Presenter: John Corbyn FPFS -Pension Specialist, Quilter

John is a Fellow qualified Chartered Financial Planner

In excess of 35 years working in the Pensions Field specialising in the adviser market helping advisers with the more complex pension cases and presenting at events and dinners.

Over his career he has worked with 3 large platforms to aid advisers negotiate the complex pensions world for their clients.

The session will cover an overview of the High Potential Trait Indicator tool (HPTI) including the science behind it with theories of personality, potential, and derailment.

The session will also cover how personality profiling can help us in understanding ourselves and others, as well as how it can help us in contexts ranging from recruitment, development, coaching, and succession planning.

Learning outcomes:

The attendees will learn about the scientific background of personality profiling, understand their own and others’ personality, as well as learn ways that personality profiling is used in different workplace contexts.

Speaker: Carmen Amador Barreiro, Thomas International

Carmen has been a Business Psychologist in the global Psychology team at Thomas International since July 2018. She is currently responsible for designing psychometric solutions for clients nationally and internationally, onboarding new partners globally, and supporting the development and validation of existing and new products. Carmen has specific expertise in emotional intelligence and engagement as this was her main focus in her MSc thesis at University College London and she is a registered member of the British Psychological Society as well as the Association of Business Psychologists.

This session will be focused on cyber breach claims. We will look initially at the most common types of breach incident, with an inevitable focus on ransomware. We will discuss they key technical and legal points to be aware of as well as some of the common coverage concerns.

In the latter half of the session, we will focus on data subject litigation, which has seen a particular surge over the last 12-18 months. Recovery for "distress-only" and "loss of use" of data, along with "no win, no fee" arrangements have made claims by individuals affected by data breaches increasingly common. However, there are some cases before the Courts currently which could stem the tide to some degree.

For those interested in cyber and wanting to know more about the current hot topics, this session should provide plenty of breadth and clarity.

Speaker: Richard Breavington, Partner, Head of Cyber & Tech Insurance, RPC

Richard and the team have worked with NMU for a number of years as the provider of breach response services under their cyber policies.

Richard has been dealing with cyber breach incidents generally since before they were the talking point which they are now. When he initially started, the Cyber & Tech Insurance at RPC team involved two people spending part of their time responding to occasional incidents.

Over 5 years and over 500 incidents later, the team is now comprised of eight lawyers working full time on cyber and tech matters and has gained a wealth of practical experience.

Richard has advised on a full range of breach situations at senior levels of a range of insured and other corporate clients.

Using real life case studies, Martin will explore the life cycle of a flood claim. He will look at the different aspects, such as initial emergency works; the drying and strip out process as well as reinstatement and the way contents and stock are treated in such circumstances.

In addition he will touch on often contentious areas such as loss of rent or alternative accommodation, as well as the different interests of the parties where property owners and lessees/tenants are involved.

Learning objectives:

• A better understanding of flood claims
• Practical advice to give to policyholders
• Differentiating between freeholders and lessees interest

Speaker - Martin Almond, ACII, FCILAFUEDI-ELAE, Operations Director for Lorega Solutions

Martin's experience, gained over many years, covers a wide range of commercial claims, including major property and business interruption losses. He has gained a reputation for both his technical expertise and also his pragmatism in resolving contentious claims.

His work has covered a wide range of property losses on behalf of policyholders, both commercial and High Net Worth. Such experience includes:

Project managing major and complex commercial losses and heading up a team of professionals handling the specialist areas of such claims

Dealing with disputed and difficult claims where policy liability has become an issue and resolving these without the need to progress to litigation.

Acting on High Net Worth cases for high profile policyholders

Martin is a Fellow of the Chartered Institute of Loss Adjusters, a European Loss Adjusting Expert and Associate of the Chartered Institute of Insurance. He is a Past President of the Reading Insurance institute and is currently secretary of the Southern Area of the CILA

The world of estate planning is now more than ever a consideration for advisers and with this comes the opportunity to work both with clients and the intergenerational family members. Part of this is considering how all of the estate planning options interact with each other and the opportunities that arise from this. The recent legislation regarding trust’s and the trust register along with the 4th and 5^th Money laundering objective provide an opportunity to provide an additional service to both existing and new clients, especially in the IHT space.

Learning Objective

• 5MLD and the impact on existing trusts
• Trust reporting
• Trustee responsibilities
• Penalties for trustees who get things wrong
• Ideas for collaborating with professional connections
• Next steps

Speaker: Billy Brown, Strategic Relationship Director - Triple Point

Billy Joined Triple Point in January 2019 and is the Strategic Partnership Director in the sales team.

Billy entered financial services straight out of university and has 14 years’ experience in the retirement marketplace covering pensions, retirement income, long term care and estate planning. Billy is responsible for building and managing relationships with IFA networks, national firms, compliance providers and third party relationship.

The strategic partnership teams key role is to help IFA’s understand Triple Point’s products and help develop key partnerships with the marketplace where we can support better outcomes for both the advisers and their clients.

Billy is currently studying towards the Advance Diploma in Regulated financial planning, a member of the CII/PFS.

Away from TP Billy enjoys being outside as much as possible, doing anything active with his family and considers himself quite the chef!

The FCA has issued new warnings about the prevalence, lack of understanding and serious consequences (for firms and clients) related to conflicts of interest. For many, recent laws have confused rather than clarified the issues. This session will take participants through recent changes in the law, the FCA´s recent reports and warnings on the topic and bring clarity on how to identify, avoid and manage conflicts of interest.

Learning objectives

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

• identify scenarios that may give rise to conflicts of interest.
• recognise how to avoid and manage conflicts of interest.
• implement policies and procedures to stay on the right side of the law and the regulator.

Speaker: Jeff Heasman

Jeff is a professional trainer who holds a Bachelors degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults. He spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company he dealt with insurance claims arising from many worldwide jurisdictions, with a particular focus on public and employers’ liability claims.

A former Dean of the Faculty of Law and lecturer in law at Cavendish University in Zambia, as well as a tutor in legal English at Swansea University, Jeff now provides training in insurance law, practice and language to prestigious insurance organisations and companies throughout the world. He maintains a close connection to the international legal profession, working as a consultant in insurance law to a niche firm based in Istanbul, Turkey and he provides plain language editing services to the UK insurance industry.

Jamie will provide an update on current economic conditions and the Bank of England’s forecast, focusing on the continued impact of the pandemic. He will also discuss the Monetary Policy Committee’s latest policy decisions, and recent updates on future guidance.

Learning objectives:

After this session the delegates will have an understanding of the potential issues facing the UK economy including:

• Our latest forecast and some recent updates
  Current economic conditions and a possible recovery
  Policy in and beyond the pandemic
  Discussion and questions.

Speaker: Jamie Jordan, Deputy Agent - Bank of England

Jamie is the Bank of England’s Deputy Agent for the East Midlands. In this role he supports the Monetary Policy Committee by reporting to them on current economic conditions prevailing across the region, and by externally delivering key analytical and policy messages to the public.

Another important part of the role is to communicate the Bank’s views on the economy to those businesses, organisations and people. Combining those things contributes to the Bank’s mission of promoting the good of the people of the UK by maintaining monetary and financial stability.

Learning Objectives:

Rapport is the key:

connecting with people is one of the main weapons in any salesperson’s artillery. In this session we:

• identify how people connect with each other

• what tricks of the trade are used to build meaningful and lasting relationships,

• how to use Neuro Linguistic programming skills to drastically improve the speed and impact sales people have with their clients.

Learning outcomes

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

• apply the MEANING rapport concept to your clients

• demonstrate the difference on credible and approachable communication styles

• identify the four different color personality profiles

• understand what your color personality profile is

• tailor your communication to the various color personality profiles

Presenter:

Emma Pickering is a strong advocate of providing an outstanding training service to customers. Emma joined Premium Credit in August 2017, after spending nearly 10 years in regulated businesses, which range from banking to insurance. She’s used her extensive knowledge to provide training consultancy to Premium Credit's partners and has successfully built and delivered bespoke support for systems and offering finance amongst a variety of CPD accredited training courses which covers a plethora of topics, from how the brain works, to customer-focused behaviours

Session Content:

So much has changed in the travel industry over the past 2 years and understanding the cover on offer is more important than ever.

Learning Objectives:

• Travel insurance - what is it and why it's needed
• Understanding Travel+
• Topical travel events - Covid-19, Brexit

Speaker: Dipesh Patel, Senior Underwriter, Jackson Lee Underwriting

Dipesh started his working life as an accountant and has now been an Accident & Health underwriter for over 20 years having worked for CNA, Arch, Tokio Marine & latterley at Syndicate 1991 at Lloyds before joining Jackson Lee Underwriting earlier this year.

How the current issues in obtaining PI cover or the changing terms of PI (i.e. going from Any one claim to In the Aggregate, Round the Clock cover etc.) is affecting the industry.”

Our talk will provide an overview of the issues arising out of the Grenfell inquiry, including

(1) an explanation of the cause of the cladding issues and the Building Regulations relevant to this;

(2) how this does and can impact the different tiers of the construction industry (focussing on main contractors, subcontractors and consultants);

(3) an overview of the status of claims in the industry; and

(4) insurance policy issues arising out of the same, including how wordings have changed in response to the cladding and fire safety issues highlighted by the Grenfell tragedy.

Speakers:

Tim Claremont, Partner

Tim has extensive experience advising clients in relation to both domestic and international construction and engineering matters. Tim has particular experience in Japan - he spent two years heading up Hogan Lovells’ Tokyo based Engineering & Construction disputes team, during which time he was recognised as a leading individual by Chambers Asia.

Lorraine Longmore, Senior Associate

Lorraine specialises in insurance policy interpretation and coverage disputes, including recent experience advising on high value cladding-related policy coverage issues. Lorraine also specializes in defending professional indemnity claims; defending professionals in the property, construction, legal and financial services sectors. Lorraine also advises in relation to insurance coverage disputes.

Not all protection applications are simple, especially for clients with more complicated medical and financial backgrounds. Our Chief Underwriter will bring to life the underwriting services designed to help you and your clients get the cover they want and on risk as swiftly as possible.

Learning outcomes:

• Understanding of the processes and need for medical and financial underwriting requirements
• Understand why working with your client to get the right disclosure information is important for your clients outcome
• Be aware of the most common medical disclosures and what you need to know about them for underwriting purposes

Speaker: Bernadette Collins & George Barclay, Old Mutual Wealth

Bernadette started her career in financial services over 34 years ago. During this time she has held positions ranging from managing admin teams to supporting advisers within her role as Business Development Manager. It was during this time that she found her real passion for protection often hearing stories from advisers about the huge difference that protection made to both them and their clients when it’s needed.

Bernadette has now been with Old Mutual Wealth for 5 years spending her time working with advisers supporting them through generic learning.

Sadly, last year, Bernie lost her niece to cancer at the age of 39. This really brought home to her personally the devastating effect that this can have on a family both emotionally and financially further cementing her belief that protection is crucial for so many reasons and early planning is so important.

George started his career in Underwriting in 1987 at Abbey Life. He moved to Old Mutual Wealth (formerly Skandia) in 1995. George’s people skills, dedication and passion for good customer outcomes led to his promotion to Underwriting Manager in 1997 and then to Chief Underwriter in 2005.

George is a member of ABI Critical Illness Working Party and he is passionate about delivering high standards of customer service, which is also evident within his team. This desire to provide first class service and to ensure the best possible customer outcomes lead the Old Mutual Wealth Underwriting team to win “Best Underwriting Team of the Year 2019” (COVER Customer Care Awards).

The emphasis of this session is to enable you to truly understand the importance of communication what it means to really listen. We can often underestimate the power of language and listening to understand. Asking the ‘right’ questions, to attain the best quality responses. Making the Client journey a great experience whilst helping them find the best product solutions.

Learning outcomes:

This module enables us to examine the true impact of communication, whether face to face or via the telephone; The power of the questions we ask - featuring TED questions (an acronym not related to the TED talks) and the structuring of any communication with our Clients, enabling the best results.

Speaker: Karen Gregory-Reader, Close Brothers

An experienced Training and Facilitation professional, with 19 years Insurance and Consumer Relations background, in the Sales. Karen has worked for Close Brothers Premium Finance for 4 and a half years.
Passionate about all things Training and Development with a strong belief in people and their ability to be the best they can be. Karen motivates, encourages and enables people to deliver on their objectives and goals.

The FCA has just published the long-awaited policy statement General insurance pricing practices market study – Feedback to CP20/19 and final rules (PS21/5). The final rules address what has been described as the ‘loyalty penalty’ paid by existing general insurance product customers and aim to ensure that customers receive fair value in the insurance products they buy.

The rules introduce a package of market remedies, which include-

• A requirement that when a firm offers a renewal price to a customer it can be no greater than the equivalent new business price for a new customer;
• Additional product governance rules that require firms to have processes in place to deliver products that offer fair value to customers with these new processes applying to all general insurance and pure protection products;
• Rules to enable firms to offer accessible and easy options for customers wishing to cancel auto-renewal;
• Onerous reporting requirements to support the ongoing supervision of the home and motor insurance markets.

The rules relating to systems and controls and product governance will come into effect on 1 October 2021. The rules on pricing, premium finance, auto‑renewal and reporting will come into effect on 1 January 2022, with a transitional provision (until 17 January) for the rules on pricing and auto‑renewal disclosure.

Learning objectives - by the end of this webinar you will gain an overview of:-

• The new rules to end ‘price walking’ whereby existing customers pay more than new customers;
• What significant changes to internal policies that have to be made;
• What product governance arrangements will be including existing distribution arrangements;
• Above all, an understanding of “value” when it comes to all forms of general insurance.

It is relevant to anyone working in general insurance to include brokers and insurers and anyone with an interest in this area.

Speaker - Branko Bjelobaba FCII

Branko started his insurance career in 1987 and has worked across the sector including stints at PwC and GISC and he has led his own consultancy practice since 2004. He works closely with AMII (retained compliance consultant since 2004), BIBA and the CII and has provided many well-received (even entertaining!) training events throughout the UK. He is a recipient of the Thomson Reuters Compliance Personality of the Year Award, the London Market People Award for Legal and Compliance and was Highly Commended by the CII in their 2021 Public Trust Awards

A talk on the evolution of fraud from crash-for-cash to its present place in the liability space. The types of fraud one sees in the casualty arena and how the evidential picture has changed from that previously seen in motor.

We will look at defensibility and solutions to how we can overcome the new tactics deployed by fraudsters, at both a claims and industry level. Consideration will also be given to how the legal landscape is constantly changing”.

Learning Outcomes:

• An awareness of the current fraud landscape and how this has evolved
• Gain an understanding of different fraud types
• Changing legal landscape from a fraud perspective
• Claims defensibility in fraud

In terms of its relevance I believe everyone should have some awareness of these issues.

Speaker: Michael Richards, Zurich

Mike is the Casualty Fraud Investigation Manager for Zurich Insurance. He manages a team of Casualty Fraud Investigators across the UK, and has worked in counter fraud for over six years. He won Insurance POST’s Young Investigator of the Year in 2017 and is passionate about a career in counter fraud.

Clare will be discussing protection policies and how to use Trusts correctly

Learning outcomes:

At the end of this presentation, you should:

• Understand the business opportunities of making trusts a key part of your protection proposition
• Have a wider understanding of what happens in the probate process and why this takes months to complete
• Accurately be able to locate and complete a Royal London trust form for a protection policy
• Describe the importance of the letter of wishes and why this should be reviewed periodically

Speaker: Clare Moffat, Head of the Intermediary Development & Technical Team - Royal London

Clare qualified as a lawyer and Notary Public in September 2002 and is a member of the Law Society of Scotland and the Society of Trust and Estate Practitioners. Post qualification Clare spent five years at Aegon Scottish Equitable in the legal department before moving to Pinsent Masons LLP in November 2007. While at Pinsent Masons, Clare acted for many different pension providers before moving to Prudential for over six years and ended up leading the pensions side of the external facing technical team.

Clare joined Royal London in April 2018 and leads a team of eight specialists as well as presenting, writing articles and commenting for the press and developing adviser facing content

Clare is a mum of 3 and enjoys holidays, running and socialising.

The insurance and financial services sectors have never been so competitive. Poor communication skills make things even more difficult than they need to be.

This session will look at 5 communication habits that make insurance and financial services professionals highly effective in their day-to-day work with the result that they retain business and win new business.

Learning objectives:

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

• identify how communication contributes to being a highly effective insurance or financial services professional.
• recognise the 5 main habits insurance and financial services professionals have for communicating effectively.
• implement a strategy to communicate more effectively.

Speaker: Jeff Heasman

Jeff is a professional trainer who holds a Bachelors degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults.

He spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company he dealt with insurance claims arising from many worldwide jurisdictions, with a particular focus on public and employers’ liability claims.
A former Dean of the Faculty of Law and lecturer in law at Cavendish University in Zambia, as well as a tutor in legal English at Swansea University, Jeff now provides training in insurance law, practice and language to prestigious insurance organisations and companies throughout the world.

He maintains a close connection to the international legal profession, working as a consultant in insurance law to a niche firm based in Istanbul, Turkey and he provides plain language editing services to the UK insurance industry.

National Security Inspectorate (NSI) appear in insurers conditions, risk improvement and customer guidance notes on security and fire, providing a register of approved companies carrying their Hallmark.

NSI subject matter experts will:-

• Outline the role of a third-party certification body, recent new and updated standards pertinent in the Life Safety and Security sector.
• Outline the impact of the migration from the traditional telephone systems to digital platforms on connected Alarm systems.
• Provide an overview of key changes and updates to standards for visual confirmation.
• Outline the range of BAFE approval schemes focusing on Life Safety Fire Risk Assessment, Fire and Evacuation Alert Systems for high rise residential properties.

Learning objectives

Delegates should be able to:-

• Understand the role of a UKAS accredited certification body in ensuring compliance and the way standards are formed
• Identify some of the key standards Insurers require approved companies to adhere to.
• Identify some of the key future changes impacting Life Safety & Security systems and services.
• Understand the BAFE SP205 & SP207 registrations and their application in the UK.

Speaker;

Matthew Holliday, Head of Approval Schemes at NSI

Matthew has over 30 years’ experience in the Fire & Security industry including 15 years representing the electronic security installation sector as a subject expert at BSI and CENELEC. Matthew has responsibility and oversight at NSI for NSI approval schemes and managing the pipeline of changes to standards & Codes of Practice.

John Davidson, Approval Schemes Manager Systems at NSI

John has 30 years’ experience in the Fire & Security Sector and is responsible for the development and maintenance of electronic security and life safety certification schemes, ensuring NSI maintains its UKAS accreditation as a certification body in these disciplines. John’s role at NSI incorporates assessing companies to the requirements of the NSI Security Schemes and the BAFE suite of fire certification schemes.

Don Oakley, Development Director at NSI

Don has over 30 years’ experience in Insurance and Risk Management. Don’s role is in liaising with NSI’s stakeholders who have an interest in raising standards and where NSI Certification is recognised as a key purchasing benchmark by public and private sector organisations in the interest of public safety and protection of property.

As we adapt to a new way of working, wellbeing expert Emilie West is here to help you navigate the challenges of hybrid working and take care of your mental and emotional health as you do so.

In this highly practical webinar, Emilie shares her top tips to adapting to these changes and navigating your emotions so you can thrive in the new world of work.

This session will cover:

Understanding the psychological and physiological impact of changes to your work routine

How to manage your stress hormones to reduce anxiety and feel more in control, especially when returning to the office

The importance of creating a healthy workday routine and how to do this in the new hybrid model
Practical ways to keep yourself feeling positive, productive and resilient every day

Speaker, Emilie West

Emilie helps individuals and businesses to achieve their goals through transformational change and draws on her extensive experience working in investment banking and personal development to achieve this. She offers coaching, training and business consulting services across a range of areas including health and wellbeing, leadership, brand and image and emotional intelligence.

Emilie graduated from the Institute of Optimum Nutrition in 2006 and as a Nutritional Therapist works with companies and individuals to make a tangible difference to individuals health and resilience through practical and easy to make changes.

Emilie has 14 years Investment Banking experience most recently heading up the Leadership Development and Wellbeing programmes for RBS Corporate & Institutional Banking, transforming leadership and wellbeing for 1000+ staff, where she was also Head of Personal Development for the RBS Women's network.