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Managing Public Expectation in the Covid Crisis

The Covid-19 crisis has hit the insurance industry hard and many claims in relation to travel and events will already be on their way to being settled. But UK business was led to believe that business interruption (BI) claims would automatically be covered just because the government announced that Covid-19 would become a declarable disease. This has not worked out as well as most policyholders had hoped.

This webinar investigates why Covid-19 and BI has become such a controversial area and considers some ways to tackle the problem.

Areas covered include:

Principles of BI cover
The ABI (Industry) position: What it is and what it implies for practitioners
The FCA – including the “Dear CEO” letter
Press reports
The impact on the public perception and how to deal with it
The technical arguments
Group actions
Pros and Cons of litigation
FOS: Pros and Cons of using it
Flaxmans’ campaign to the industry and government
Recorded Apr 29 2020 40 mins
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Presented by
Roger Flaxman and Michael Wilson, Flaxman Partners
Presentation preview: Managing Public Expectation in the Covid Crisis

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  • Channel
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  • Nurturing Knowledge - how innovation skills can de-risk your business Recorded: Dec 15 2020 60 mins
    Ian Simons, Melissa Collett & Toby de Belder
    The CII is partnering with Innovation specialists Fluxx to shine a light on the theory and practical application of Innovation in insurance and personal finance. By attending this webinar you will:

    1. Understand how innovation skills can contribute to competitive advantage and good customer outcomes, how it supports the Chartered ethos and public trust in the profession
    2. Understand where innovation fits into the insurance landscape: which roles, processes, products and services can benefit from a design process
    3. Understand the fundamentals and principles of innovation
    4. Understand how you can use some essential innovation tools and processes in your day-to-day role
    5. Understand how to apply innovation techniques to solve any insurance problem scenario
  • Professional Standards Recorded: Dec 14 2020 60 mins
    Melissa Collett, Professional Standards Director. CII
    The Insurance Institutes of Scotland are happy to announce their next regional webinar which will focus on the topic of ethics.

    Making ethical decisions is even more difficult during times of crisis. Having a strong ethical purpose and culture is vital to rebuilding public trust in a sector that has been impacted by challenging environment.

    This webinar will explain How the CII Code of Ethics can help professionals tackle issues such as:

    Digitalisation of insurance
    Financial inclusion
    Transparency and the expectation gap
    Find solutions to all these issues and more in this webinar delivered by Melissa Collett, CII.

    Melissa Collett is Professional Standards Director at the Chartered Insurance Institute (CII), leading its professional standards, ethics and conduct activity as a united profession across insurance and financial planning. She is also responsible for the professional body’s legal affairs, risk management, disciplinary matters and governance. She is keen to raise awareness of best practice and drive ethical behaviour through engagement with the profession and external stakeholders.

    Melissa has an extensive background in consumer and legal issues. She spent over a decade at the Financial Ombudsman Service, was a Director at Fairer Finance and sits as a Tribunal Judge. She is also qualified solicitor, specialising in insurance law at Hogan Lovells. She is a frequent speaker at conference and events, sits on judging panels, and is the author of numerous articles and publications on consumer law subjects.
  • Living with COVID-19: the economic outlook Recorded: Dec 9 2020 69 mins
    Professor Trevor Williams, TWC Consultancy
    This is an economic crisis of a magnitude seen only once in a hundred years or more. Unusually, it was not caused by inflationary bubbles in either the financial sector or in the real economy that were brought to a stop by tighter monetary policy from central banks in the form of higher interest rates.

    Instead, it was precipitated by a health emergency. In this case, a pandemic. It led governments around the world to shut down their economies by diktat to avoid the spread of the disease: COVID-19 a respiratory illness emanating from bats. Over a million people from around the world have already died.

    The shutdown has a severe impact on global growth and on the UK economy. At the time of writing, there is no cure and no vaccine, so periodic shutdowns can occur if cases rise significantly. This is already occurring as winter approaches.

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    Learning Objectives:
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    • Identify the various protected characteristics under the Equality Act
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    Iain Duff, Bank of England
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    Iain joined the Bank of England in 2009 having previously been Chief Economist and Policy Manager at the Scottish Council for Development and Industry. Prior to that Iain was employed as an economic researcher in various universities including St Andrews, Liverpool and Dundee where his main interests were macroeconomics and regional economic development
  • A Continent of Promise - Part 2 - Activities of Institutes & Training Colleges Recorded: Nov 3 2020 59 mins
    Laurence Smith
    A Continent of Promise is a major publication from the CII that showcases and celebrates the incredible work underway throughout Africa, to build a trusted insurance profession.

    This invite only, free of charge webinar is to launch the publication, providing the opportunity to hear from key insurance leaders, understand the latest data about Africa's emerging insurance profession and participate in a Q&A. The speakers for the webinar include;
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    - Abimbola Tiamlyu, Chartered Insurance Institute of Nigeria
    - Saul Sseremba, Insurance Training College, Uganda
    - Thokozile Mahlangu, Insurance Institute of South Africa
    - Dr Adel Mounir, Insurance Institute of Egypt
  • A Continent of Promise - Part 1 - Activities of Insurers and Brokers Recorded: Nov 3 2020 58 mins
    Laurence Smith
    A Continent of Promise is a major publication from the CII that showcases and celebrates the incredible work underway throughout Africa, to build a trusted insurance profession.

    This invite only, free of charge webinar is to launch the publication, providing the opportunity to hear from key insurance leaders, understand the latest data about Africa's emerging insurance profession and participate in a Q&A. The speakers for this webinar include;
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    - Karen Olege, ICEA Lion
    - Donbell Mandala, NICO General Insurance
    - Caroline Mwangi, UAP Old Mutual
    - Willance Mukosha, Minet AON, Zambia

    Part 2:

    After a 15 minute break, Part Two will focus on the activities of institutes and training colleges, and will include remarks from senior representatives from the insurance institutes in Egypt, Kenya, Nigeria, South Africa and Uganda. Please follow the below link to reserve your place for Part Two:

  • Code of Ethics: Focus on financially inclusive customer outcomes Recorded: Oct 30 2020 28 mins
    Rebecca Ashton, Professional Standards Manager, CII
    30 minute webinar:
    Following the publication of the CII’s second Code of Ethics Companion Guide, on Financially Inclusive Customer Outcomes, this webinar aims to help members understand and engage with the Companion Guide, and bring the principles of Financially Inclusive Customer Outcomes to life through examples and case studies.

    Learning outcomes:
    Members will understand the CII Code of Ethics Companion Guide on Financially Inclusive Customer Outcomes, and be able to apply the principles to real-life scenarios.
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  • Understanding and mitigating the risks of lead generation Recorded: Oct 6 2020 21 mins
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    •Learn to recognise the signs of misleading lead generation
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  • Purpose in times of crisis Recorded: Oct 1 2020 61 mins
    Sian Fisher
    The CII in conjunction with PwC will be hosting a webinar for the general insurance audience on corporate purpose in times of crisis. Hear tangible examples, and hear case studies from two firms.
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    • Brenda Trenowden CBE, PwC and Wallace Rosenberg, PwC
    • Neil Clutterbuck, Allianz
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  • Professional Standards, Ethics and Trust: Part 2 of 2 Recorded: Sep 23 2020 37 mins
    Melissa Collett, Professional Standards Director, CII
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    Learning Objectives
    By the end of the session participants will have gained an understanding of the following learning points:
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    - What is the current state of public trust in insurance?
    - How to engage with the CII Code of Ethics, and related Companion Guides?
    - Opportunity to reflect on some ethics case studies.
  • How Fire Risk Data for Insurance Has Become Hot Property Recorded: Sep 7 2020 32 mins
    Jonathan Guard, Director, Commercial Insurance, LexisNexis Risk Solutions, UK and Ireland
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    - Understand the impact of climate change on the market and how fire spreads
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  • Perfect Storm - seven reasons why there will be a hard market Recorded: Aug 21 2020 55 mins
    Alan Chandler
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  • Fair, reasonable and informed - Making sound decisions Recorded: Aug 18 2020 47 mins
    Roger Flaxman - Chairman, Flaxmans & Michael Wilson - Senior Consultant Flaxmans
    Insurers’ use of claims info on CUE at the claims stage only, and the unfair treatment of misrepresentation cases where there is no connection with the loss, all remain unresolved. There would be no need for a change in the law if insurers made their own decisions based on sound insurance principles. But, when the decisions are left to the lawyers, the insurance profession is impoverished and inequity is the result. So instead of having a word is my bond approach to reaching fair decisions, we now have no alternative but to press for a change in the law.

    Learning Objectives.
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  • Breakthrough Habits Recorded: Jul 28 2020 62 mins
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    Lasting change for good comes from better HABITS, rarely from better goals. It comes from focusing on taking action and shifting key mindsets consistently. Now, more than ever we need better habits to provide us more structure, sanity and control.

    We also need a mindset to steer us in a proactive and empowered direction – as much as is possible – for the sake of ourselves, our business, and our loved ones who need us as role models. We also need to innovate.

    Most people find it VERY hard to sustain new, better habits for more than a few weeks or, very occasionally, a few months. (Think about the failure rate of New Year’s Resolutions). If you want to grow on an ever-better, upward trajectory, virtually the only way to do it is through better habits. The purpose of this session is: To Put You on the Best Possible, Sustainable Trajectory for Consistent Growth in All Areas That Matter to You and BREAKTHROUGHS in Your Business.

    Join us if you want an easy-to-understand process to achieve ever-better results that will lead to breakthroughs

    1. Confidence that you really can achieve what you want by creating a game plan of achievable winning habits
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    3. An immediate improvement in quality of life and self-respect that only gets better
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    Matt Anderson from Breakthrough Habits group has been a repeat speaker: at Million Dollar Round and other UK and international financial planning conferences.
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    Richard Mullender
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    In this compelling talk Richard will help you discover:

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    1. How to listen at an elite level. Not active but actual listening
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    Learning Objectives:
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    2. Using Telematics as an effective underwriting and claims management tool
    3. How to create engagement with customers to improve customer satisfaction
    4. Addressing distribution challenges with Telematics
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  • Title: Managing Public Expectation in the Covid Crisis
  • Live at: Apr 29 2020 10:00 am
  • Presented by: Roger Flaxman and Michael Wilson, Flaxman Partners
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