Navigating your ACII
Interviewing the Industry
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MARK BUTTERWORTH - Outsourcing risk - SLAs- Auditing (12:32)
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SUNEETA PADDA - Business ethics - CSR - ESG - Accountability (5:28)
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SUNEETA PADDA - Value chain - Customer centricity - Customer journey (2:14)
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THERESA FROEHLICH - Assets - People management - Human capital - ESG (6:45)
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ROSEMARY BEAVER - Business ethics - Business failure - Corporate governance (8:31)
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ROSEMARY BEAVER - Emerging risks - Climate change - Latent risks (7:16)
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ROSEMARY BEAVER - Corporate Governance - Regulators - ESG (2:44)
Technical Topics
Refreshers
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Enterprise Risk Management (2:42)
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UK Regulation of Insurance (6:09)
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Claims Agreements (2:18)
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Claims Information (3:24)
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Reserving (3:55)
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Business Continuity Management (3:17)
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Emerging Risks (4:32)
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Types of Claims Handling Authority (1:54)
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The Delegated Claims Handling Process (2:55)
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Operational Risk (2:36)
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Deciding to Delegate (2:31)
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Strategy Planning (1:30)
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Decision Making and Management Information (3:04)
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Role of a Claims Leader (1:10)
Concepts ‘in a nutshell’
Perspectives & Scenarios
Real Time Research
Snip-it Summaries
Research Resources
Strategic claims management within the insurance value chain
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Value Chain Analysis - Harvard Business School
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Insurance value chain: Personal insurance - KPMG
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(Re)Insurance Value Chain: Feedback Statement - EIOPA
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Revolutionising the insurance value chain with generative AI - EY
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VRIO Framework Explained - Strategic Management Insight
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Value chain analysis - Strategic Management Insight
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Risk appetite explained guides - AIRMIC
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Enterprise Risk Management - IRM
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Enterprise Risk Management: An overview - Reuters
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General Insurance Code of Practice - Insurance Council Australia
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California Department of Insurance - Regulations and Guidance Website
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Buncefield response - Health and Safety Executive
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Global Risk Management Survey - AON
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Information Commissioner’s Office (ICO) Website - Enforcement action
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The Insurance Fraud Bureau - MIB Website
Impact of regulation on the claims strategy
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What is the Prudential Regulation Authority (PRA)?
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Reserving - Lloyd’s
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Understanding complaints root cause analysis - FCA
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Regulation among key concerns for insurance firms in 2024 - Insurance Times
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2024 Insurance Regulatory Outlook - Deloitte
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Financial Crime - International Sanctions and Regulatory Risk - Lloyd’s
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UK outsourcing expectations - Herbert Smith Freehills
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Consumer Duty Resources - FCA
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Individual conduct rules (COCON) - FCA
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CII Code of Ethics
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UK GDPR Guidance and Resources - ICO
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Fair Claims Settlement Practices Regulations - California Department of Insurance
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General Insurance Value Measures Data 2022 - FCA
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Delegated authority: Outsourcing in the General Insurance Market
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Outsourcing and Third Party Risk Management - PRA
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LIIBA Website - Representing Lloyd’s Insurance Brokers
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LMA Website - Lloyd’s Market Association
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IUA Website - International Underwriting Association
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LMG Website - London Market Group
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Lloyd’s Website
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Principle 4: Claims Management
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Principles for doing business at Lloyd’s
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Delegated Claims Administrators (DCAs) - Lloyd’s
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Principle 5: Customer Outcomes - Lloyd’s
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Lloyd’s Claims Lead Arrangements
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Single Claims Agreement Party - Lloyd’s
Developing a claims strategy
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Corporate culture - FRC
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Building a culture of integrity - CII
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Creating a winning culture - PWC
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Perceptions of insurance business culture - Browne Jacobson
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Porter’s Five Forces - Harvard Business School
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Porter’s Five Forces - Forbes
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Why benchmarking alone isn’t enough in today’s risk landscape - WTW
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Insurance 360 Benchmarking Tool - McKinsey
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Strategic Management Tools - Masterclass
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A study of major risk events: their origins, impact and implications - Airmic
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A strategy for positive change: our ESG priorities - FCA
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Enhancing climate-related disclosures by asset managers, life insurers and FCA-regulated pension providers - FCA
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The Chartered Institute of Loss Adjusters (CILA) Website
Analysis of resources and strategic planning
Financial impact of the claims strategy on the business
Leadership in the claims context
Leading to achieve the performance of the plan
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What is a balanced scorecard? Harvard Business School
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Ethics and claims: An overview for insurers
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Conflicts of interest - Marsh
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Systems and controls SYSC - FCA Handbook
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Training and Competency TC - FCA Handbook
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Your Professional Claims Community - CII
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Code of Ethics - CII
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Diversity and Inclusion: Our role as a regulator - FCA
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UK Corporate Governance Code - FRC
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Managing Financial Risks from Climate Change - Supervisory Statement - PRA
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The Institute of Customer Service Website
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Addressing Gender Bias in Artificial Intelligence - CII
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National AI Strategy - UK Government
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Guidance on AI and Data Protection - ICO
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Big Data, Artificial Intelligence, Machine Learning and Data Protection - ICO
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Financially Inclusive Customer Outcomes - CII
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DEI Blueprint Progress Update 2023 - ABI
Wider issues affecting claims strategy
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How to write a business continuity plan - AXA
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Creating a business continuity plan - JP Morgan
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Catastrophe modelling and climate change - Lloyd’s
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Lifetime Value Calculation - CFI
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Customer Lifetime Value (CLV) in the insurance business - PWC
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Insurance: a roadmap for digital claims transformation - Grant Thornton
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How do you leverage AI to streamline insurance claims? EY
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Opting in: Using Internet of Things - Deloitte
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How Internet of Things and Telematics are transforming insurance - FinTech
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What every insurance leader should know about cloud - McKinsey
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Leading the Way to Resilience - BCI Website
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TSB fined £48.65m for operational resilience failings - FCA
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Airmic Website
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Guidance for firms outsourcing to the ‘cloud’ and other third party IT services - FCA
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Catastrophe Modelling Guidance for Non-Catastrophe Modellers - LMA
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Systemic Risk of Modelling in Insurance - Amlin
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Global Insurance Run-off Survey - PWC
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Insurance Insolvencies - FSCS
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Insurance Technology Vision - Accenture
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Digital Ecosystems for Insurers - Internet of Things - McKinsey
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Liberty Mutual Reduces Costs, Improves Time to Market by Going Serverless on AWS
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Exploring Public Trust in Technology and Data - CII
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Lloyd’s Lab Website
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Claims in the digital age: How insurers can get started - McKinsey
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Behaviour change study on physical activity - Vitality
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What does cyber insurance cover? ABI
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Supreme Court Judgment in FCA’s Business Interruption Insurance Test Case - FCA
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Synthetic Biology - US Government
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Antimicrobial Resistance (AMR) - NHS
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State of the Connected House - TechUK
