Exploring innovation in travel and health insurance
22 September 2026
Convene 133 Houndsditch, City of London
22 September 2026
Convene 133 Houndsditch, City of London
INNOVATE THIS – from the Travel & Health Insurance Series – is an in-person conference exploring the most important innovations happening across the travel and international health insurance ecosystem.Â
Designed to be focused, intentional and global in outlook, it combines strategic content, practical insight and highly curated networking – with additional events and gatherings surrounding the conference day.Â
Join us to discuss what’s new in this space, network with potential new partners – and be part of the future of travel and international health insurance.
Never been to one of our events? Download the event brochure to find out more.
At INNOVATE THIS, we explore the trajectory of innovation in the global travel insurance and IPMI space – covering everything from product and solution development to emerging partnership opportunities, tech evolution to customer-centricity.
Innovate THIS 2023 – tickets
EARLY BIRD RATE – £895 – until 17 July
Register NOW and save over £250 on the full ticket cost
08:00 – 09:00
THE FRAUD ARMS RACE – LESSONS FROM BANKING AND BIG TECH
10:45 – 11:20
11:25 – 12:25
12:25 – 13:25
WHAT YOU SHOULD KNOW ABOUT YOUR CUSTOMERS
13:30 – 14:10
Time to recharge – with refreshments and conversations that count
14:40 – 15:20
THE AI REALITY CHECK: WHAT INSURERS KNOW VERSUS WHAT CUSTOMERS EXPERIENCE
15:25 – 15:45
SCALING TRAVEL AND HEALTH INSURANCE ACROSS BORDERS: OPPORTUNITIES, CHALLENGES, AND STRATEGIC APPROACHES
15:50 – 16:25
Taking to the stage at INNOVATE THIS 2026 will be some of the brightest minds
shaping the travel insurance and IPMI space today.
Stay tuned as we continue to announce the INNOVATE THIS 2026 speaker line-up over the coming weeks.
Adventurer, Author
& former Royal Marines Commando
Senior Manager, Insurance Lead
VP, Insurance
Commercial Medical Director
Chief Strategy Officer
Global Growth Director – Travel
Director
Founder & Lead Consultant
Founder
President & Chief Growth Officer
Global Head of Fraud Solutions
Head of Accident & Health, UK
Vice-President Mobility & Travel Protection
Strategic Advisor
Head of Oversight Economic Crime Prevention
CEO & Founder
Content Director – Insurance and Risk
Product & Commercial Manager
Commercial Leader for Europe
Business Development – Senior Director
Partner
Co-founder & CEO
Head of Intermediary Consultancy South
Head of Global Travel Assistance
Travel Fraud & Cost Containment Operations Manager
Global Head of Strategic Account Management
Director – Strategic Growth
Founder & Leadership Coach
Head of Customer Experience
If you’re interested in speaking at INNOVATE THIS 2026, please get in touch.
TO WHAT EXTENT ARE NEW TECHNOLOGIES POSITIVELY IMPACTING THE ASSISTANCE INDUSTRY’S RELATIONSHIP WITH INSURERS AND INSUREDS?
 BUILDING SUCCESSFUL AI STRATEGIES FOR THE INSURANCE BUSINESSES AND WORKFORCES OF TOMORROW
TRAVEL INSURANCE – THE NEW FRONTIERS: WHERE DO FUTURE DISTRIBUTION OPPORTUNITIES LIE?
Head of A&H, UK
Head of GB Affinity
VP Sales & Marketing
CEO & Founder
Founder & CEO
Head of Financial Ancillaries
Conference Chair
Join us for the latest industry thinking, insightful presentations, stimulating panel sessions, and fireside chats that deep-dive on trending topics.
Learn from those at the forefront of travel insurance industry innovation. Share your own insights with other conference attendees. Network, connect and drive positive change in the industry – through exciting new collaborations.
The venue is a dedicated event space, with plenty of room to network; all-day Nourish stations for help-yourself drinks, snacks and hot drinks; and – of course – we’ll be bringing the THIS vibe.
LocationÂ
Conveniently situated near both Aldgate and Liverpool Street tube stations in the heart of the City of London.
At the end of INNOVATE THIS, attendees will be heading to a very special venue for the much-celebrated THIS Industry Networking Party – where we throw our doors open to the wider industry, peers and colleagues.
A talk-of-the-town venue, curated food menu and entertainment. It’s the perfect setting for business deals to be clinched and happy memories to be made.
REGISTRATION – £599 + VAT
Includes full conference day, networking breakfast, refreshments and lunch, inclusion in the event app, Stay & Play networking, and the THIS Industry Networking Party.
Convene 133 Houndsditch is a dedicated event space in the city of London, with plenty of room to network; all-day Nourish stations for help-yourself drinks, snacks and hot drinks.
The nearest Tube stations to the venue are:
Aldgate Station (4 min walk)
Liverpool Street Station (5 min walk)
We have allocations at two nearby Hotels with preferential rates.
Both are a short walking distance from Convene.
For more information or to secure a room, please contact concierge@this-network.com.
Partnering with INNOVATE THIS places your brand at the centre of the conversations shaping the future of the global travel and health insurance industry.
More than traditional sponsorship, THIS is a collaborative partnership. We work closely with every sponsor to create visible, thoughtful activations aligned with your business goals.
Together, we design opportunities that place your brand in front of the right audience – driving meaningful engagement before, during and beyond the conference.
Looking to showcase a product or service to the global travel and health insurance industry?
INNOVATE THIS offers a highly targeted platform to connect directly with senior decision-makers, demonstrate your solutions, and build valuable industry relationships.
Designed to encourage genuine interaction rather than passive footfall, the exhibition experience creates space for high-value conversations, live product demonstrations and real business opportunity.
INNOVATE THIS 2026 exhibitors
Insurers, reinsurers, brokers, distributors, insurtechs, fintechs, payments specialists, investors – and anyone working to accelerate growth and enable impactful innovation across the entire travel insurance value chain.
Read the recap and key take-aways from each session – from the riveting opening keynote, to the fireside chats, presentations, and workshops.
And get a taste of the powerful networking opportunities intrinsic to INNOVATE THIS.
From conference information to intelligent networking, the event app is the go-to place for conference updates and connecting with fellow attendees.
The app’s AI-powered matchmaking allows for intent-based connections – providing relevant and meaningful matches to participants in seconds. All with the aim of facilitating meaningful conversations.
Book meetings in the app, message attendees, visit exhibitors’ virtual exhibition booths,
read speaker bios, see the full agenda, and receive alerts that will keep you in the loop on all things INNOVATE THIS before and during the event.
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Innovation is no longer a choice in today’s insurance world. Digitisation and rapidly emerging technologies allow insurers to create bespoke insurance offerings and bring to market ground-breaking protection products at an unprecedented pace. And this is disrupting the travel insurance marketplace in exciting ways. In this session, Innovate THIS chair Chris Frankland, Founder of InsurTech360, will be in conversation with Matt Connolly, CEO of Sønr Global, discussing insurtech and fintech trends, the importance of innovation, and how to start – or accelerate – your tech-led journey.   Â
Moderator: Katie Scott, Newsquest Specialist Media
Panellists:
Koot Chiew Ling, Tune Protect Group
Rob Bauer, bolttech
Robin Diligent, Waniwani
Distribution is evolving faster than ever. Embedded insurance, social commerce, and AI-driven platforms are transforming how travel insurance reaches customers – and what those products look like along the way.
This session explores the next generation of distribution channels: selling through travel tech platforms, integrating insurance into conversational AI apps, reaching younger audiences via social media, and offering instant, frictionless coverage for convenience-driven travellers.
We’ll examine how these channels differ from traditional brokers or direct sales, whether products need to be designed differently, and how insurers and MGAs can leverage emerging trends to increase reach, engagement, and ancillary revenue.
Join us to understand the opportunities, challenges, and real-world effectiveness of emerging travel insurance distribution channels – and how to future-proof your distribution strategies.
how the This session will explore how TUI and Allianz Partners are working together to build and scale their collaboration. With candid insights into the challenges of building omnichannel insurance offerings and successful D2C distribution strategies, we’ll be gaining a behind-the-scenes look at how the partnership is optimising customer experience, developing an effective product offering, and transforming travel insurance from a grudge purchase to an essential value-add. Â
Moderator: Matt Gillham, WHITELK Fraud Performance Consulting
Panellists:
Ross Aubrey, Quantexa
Howard Rawstron, Lloyds Banking Group
Alex Zoldova, Microsoft
Fraud in travel and health insurance is entering a new phase – defined by AI-generated documentation, synthetic identities and increasingly sophisticated cross-border schemes.
While insurers have long battled organised fraud networks, banks and big tech platforms are now confronting these threats at scale, from deepfake impersonation to real-time payment fraud.
This session explores what travel insurers can learn from these industries on the frontline of digital fraud. From advanced behavioural analytics and real-time anomaly detection to federated data models and cross-industry intelligence sharing, discover how new approaches are reshaping fraud prevention.
As the line between customer and fraudster becomes harder to detect, how can insurers strengthen controls without adding friction? And what capabilities will be essential to stay ahead in an accelerating fraud arms race?
Showcasing boundary-pushing partnerships between insurers and their tech partners, our lightning talks provide a unique insight into how these partnerships came about, how the involved parties work together, and the benefits for all stakeholders – including the end customer.
As Ukraine looks beyond the immediate challenges of war, attention is shifting to recovery, investment, and the frameworks for long-term transformation. Businesses must navigate a volatile geopolitical environment while identifying opportunities to engage with Ukraine’s future. This session will provide an overview of the current situation on the ground and explore the critical role of insurance in enabling resilience and growth. It will highlight innovative war risk solutions, the development of new travel insurance facilities with bespoke medical assistance services, and the importance of collaboration between government, industry, and international partners.Â
Moderator: Olivier Michel, Ancileo
In conversation with:
Peter Altmann, Amadeus
Anthony Gallaway, SAGA
Travel brands sit on a wealth of real-time customer insight. They understand how, when and why people travel, how behaviours are shifting, and where friction still exists in the customer journey.
In this session, leading travel providers share what they are seeing across their customer base – from changing booking patterns and risk behaviours to emerging traveller segments and expectations around protection and flexibility.
Moderator: Manny Soccoro, Flywire
In conversation with: Eran Tirer, Ledgertech; Amy Brown, Authenticx; Declan Murphy, MAWDY; Dr Yvonne Umebuani Beresford, Vitality Health
With customer acquisition costs rising, customer retention is more important than ever – but what should insurers and brokers be focussing on in order to increase customer loyalty? What are some of the innovative ways that the industry is driving customer retention in the travel and health space? And how do insurers enhance customer engagement beyond the point of claim?
In this session, we’ll be exploring some of the ways that forward-thinking insurers are building long-lasting relationships with customers, assessing how different models of insurance are enhancing customer engagement, and how we build value for insureds even when there is no claim.
Moderator: Toni LePine, Berkshire Hathaway Specialty Insurance (BHSI)
Panellists:
Alastair Crossley, AXA Partners
Peter Blanc, Howden Group Holdings
Andre Santos, WTW
In a market obsessed with digital distribution and direct-to-customer models, brokers continue to hold extraordinary influence in travel insurance and IPMI. But to what extent is that influence accelerating innovation – or quietly constraining it?
For some, brokers are powerful growth engines: opening doors to new geographies, shaping sophisticated propositions, and unlocking access to complex or underserved customer segments. For others, they remain entrenched gatekeepers – controlling distribution, limiting customer visibility, and slowing the pace of change in an already fragmented global market.
This session will ask questions such as: Where do brokers genuinely add value – and where do they introduce friction? How do insurers and MGAs balance dependency with diversification? And as ecosystems become more interconnected, what does the future broker model actually look like?
Expect a candid discussion on power, partnerships, and progress.
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Moderator: David Clamp, Camelot Network
Panellists:
Tariq Siddiqi, Collinson
Charlotte Gregory, Capital Law
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Expanding travel and international health insurance beyond your home market can unlock new growth, but scaling internationally comes with complexity. From regulatory and governance hurdles to structuring cross-border policies, cultural nuances, and collaborative partnerships, insurers and MGAs must navigate multiple dimensions to succeed.
This session explores how to identify markets where regulatory change is creating opportunity, structure policies for international customers, and leverage ecosystem partnerships to expand efficiently.
Attendees will gain practical insights for navigating European and global markets, balancing standardisation with localisation, and capturing growth in an increasingly connected world.
Having always had an insatiable appetite for understanding what drives human behaviour, Will pioneered the use of Behavioural Science within the insurance industry, co-founding the first Behavioural Science unit within a reinsurance company in 2013.Â
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Since then, Will has repeatedly set up Behavioural Science units within organisations and grown their impact, having so far helped a number of companies achieve this by harnessing the value of psychology and persuasive communication to improve their business results.  Â
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Before starting Unconventional Wisdom, Will worked at a digital insurer where he managed a multi-disciplinary team who had responsibility for CX, Customer Research, Behavioural Science as well helping the firm meet its regulatory customer conduct risk requirements.Â
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Tariq Siddiqi is Commercial Leader for Europe at Collinson Insurance, where he works with insurers, MGAs, brokers, travel companies and financial services organisations to develop and grow travel insurance programmes across the UK and Europe. With extensive experience in building strategic partnerships and expanding into new markets, Tariq brings a practical perspective on navigating regulatory complexity, local market requirements and the partnerships needed to scale internationally. His focus is on helping distributors turn international ambition into sustainable growth.
Russell is Vice President, Insurance for Cover Genius, the insurtech for embedded protection.Â
In his role, Russell is responsible for leading his global insurance team to build strategic insurer partnerships that deliver long-term value and leverage our deep capabilities to meet the needs of our rapidly growing customer base.
He has more than 20 years experience of creating transformative insurance solutions and leading teams at Uber, Zurich, Allianz, Europ Assistance and most recently at Onsi – the benefits platform for the flexible workforce.Â
At Uber, Russell successfully partnered with the largest insurers and most innovative insurtechs to redesign traditional insurance capabilities to fit the modern mobility and on-demand worker models and launched motor, liability, accident and income protection insurance for millions of customers, drivers and couriers in 42 countries across EMEA.
Katie Scott is content director of the insurance and risk portfolio at publishing company Newsquest Specialist Media, which includes having overall editorial oversight and responsibility for trade publications Insurance Times – targeted at the UK general insurance industry – and Strategic Risk, which supports global corporate risk managers. She was named Overall Journalist of the Year at trade body Biba’s 2025 Journalism and Media Awards.
Koot Chiew Ling is the Chief Strategy Officer of Tune Protect Group, overseeing Corporate Strategy, Investor Relations, Sustainability, Strategic Projects, Communications, Corporate Good (CSR) and Customer Experience. She chairs the Group’s Sustainability Committee and serves on the Board of Tune Protect Thailand, where she also chairs the Risk Management Committee.
With more than 25 years of experience, she has led numerous strategic initiatives and previously held roles at CIMB, Etiqa and AIG. She is a business leader and sustainability advocate committed to balancing commercial success with ESG responsibility.
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With a career spanning over 25 years in financial services, insurance and assistance, Alastair Crossley now leads the Global Travel Solutions team at AXA Partners. He is responsible for the end-to-end value proposition, innovation, commercial framework, customer solution delivery and implementation for the AXA Travel Insurance offering globally. Â
Having started his career in asset finance, Alastair soon moved into a commercial role in the UK for an automotive data services business, before joining the RAC (Royal Automobile Club) as Head of Motoring Services. In 2020, Alastair joined AXA Partners to head their Global Roadside Assistance programme, before switching industries to lead the Travel Solutions team. An accomplished public speaker, Alastair regularly covers travel and travel insurance topics from Security to Sustainability and Insurtech to Risk.
Matt Gilham is an independent counter-fraud consultant with over 20 years’ experience helping insurance organisations prevent, detect and respond to fraud.Â
He has worked with insurers, brokers, MGAs, fraud prevention agencies, technology providers and private equity firms. He was previously Head of Enterprise Fraud and Financial Crime for a leading UK motor and home insurer. A Certified Fraud Examiner, Matt also advises on risk management, corporate fraud and corruption prevention.
David Clamp is an experienced technology and insurance leader with more than 35 years’ experience delivering transformation programmes across the banking, investment and insurance sectors. As former CIO of Hiscox Insurance Company, he led the digital transformation of the UK retail business, overseeing strategy, technology delivery and operational change.
Today, David is Founder and Chair of The Camelot Network, a unique community of more than 150 former C-suite executives and insurance experts, alongside corporate partners and insurers working together to solve challenges and unlock new opportunities across the industry.
Rob leads bolttech’s global MGA strategy and capabilities, including commercial structure, partnerships and distribution.
With more than a decade of experience in the insurance industry and nearly two decades in global strategy and commercial leadership roles, Rob has a strong track record of building innovative insurance products and driving growth. He has led innovation initiatives for multinational financial services organisations and developed new insurance products for emerging sectors, including the sharing economy and new mobility.
Ross Aubrey is Global Head of Fraud Solutions at Quantexa, the decision intelligence platform used by many of the world’s leading banks, insurers and government agencies to uncover hidden risk and connect the dots across complex data. He leads the design and delivery of fraud solutions for banks, insurers, telecommunications providers and public sector organisations, drawing on more than 14 years’ experience in banking and a further eight years in RegTech, with deep expertise in fraud, financial crime and market abuse.
Ross is passionate about staying ahead of evolving fraud threats and works closely with clients to apply Quantexa’s entity resolution and network analytics capabilities to detect, investigate and disrupt fraud across a wide range of use cases.
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Toni LePine is a senior Accident & Health (A&H) underwriting executive with more than three decades of experience spanning Group Personal Accident, Business Travel, and specialty A&H solutions across the UK and international markets.Â
She currently serves as Head of Accident & Health, UK at Berkshire Hathaway Specialty Insurance (BHSI), where she leads the development of BHSI’s A&H offering with a focus on disciplined underwriting and sustainable portfolio construction.Â
Toni has held senior leadership roles at Sompo International, AXA XL, XL Catlin and RSA, progressing from underwriting management through global product leadership positions. Her career has combined deep technical expertise with responsibility for A&H product strategy, governance, and distribution across both mature and emerging travel and health insurance markets.
Her work is particularly focused on the intersection of employee wellbeing, business travel risk, and evolving geopolitical, security and duty‑of‑care considerations. Toni is known for her pragmatic approach to complex risk environments, including travel to austere or high‑risk territories, catastrophe exposure management, and the alignment of underwriting appetite with regulatory and conduct expectations.
As a committee member for the Travel & Health Insurance Series, Toni brings a perspective grounded in real‑world underwriting decision‑making, portfolio governance, and the practical challenges facing insurers as travel risk, employee health, and corporate responsibility continue to converge.
Peter Altmann is Vice President, Mobility & Travel Protection within Amadeus’ Hospitality business, where he leads the global distribution of car rental, transfers and travel protection content, as well as relationships with content providers across these three business areas.
Originally from Germany, Peter joined Amadeus in 2006 as Head of Product Management for Cars, based in Sophia Antipolis. He went on to lead the Cars Business Unit before relocating to the company’s global headquarters in Madrid in 2011. In 2015, he spearheaded the launch of Amadeus’ Transfers business as part of its wider Mobility offering, and since 2019 has also been responsible for the Travel Protection Business Unit.
With more than 25 years’ experience in the travel industry, Peter has held a variety of senior management roles across Germany, France and the United States. His extensive international experience has given him a deep understanding of the distribution, technology and commercial needs of both travel providers and travel sellers.
Peter Blanc ACII is one of the UK’s most respected insurance broking leaders, with a career spanning more than three decades of building, acquiring and growing insurance businesses.
Over the course of his career, Peter has led the acquisition of more than 100 insurance brokers and related businesses and has successfully built and sold three major insurance groups – FMW Risk Services, Oval Insurance Brokers and Aston Lark – with a combined transaction value of more than £1.5 billion.
Following the sale of Aston Lark, Peter has been working with Howden as a Strategic Advisor, supporting the group’s global mergers and acquisitions strategy and international growth.
Peter has also made a significant contribution to the wider profession. He served as President of the Chartered Insurance Institute in 2022 and previously chaired BIBA’s Large Brokers’ Advisory Board, on which he continues to serve. In addition, he is a Non-Executive Director of Ascot Lloyd and a Board Advisor to the Pet and Equine Insurance Association.
A recognised authority on insurance broking, mergers and acquisitions, leadership and business growth, Peter is a regular speaker on the future of insurance, entrepreneurship, and the opportunities created by technology and artificial intelligence.
Howard has held a diverse range of leadership roles across the financial services sector, spanning operational management, corporate relationship management, strategy and risk.Â
He currently works at Lloyds Banking Group, where he provides oversight of Economic Crime risk, with a particular focus on the Retail Bank and the Group’s European entities. Passionate about preventing economic crime, Howard brings extensive experience in combating emerging fraud threats.
Olivier Michel is the CEO and Founder of Ancileo, a Singapore-based SaaS company building end-to-end technology infrastructure for the travel insurance ecosystem — covering distribution, multi-market access, AI-powered claims, and traveller experience. Before founding Ancileo in 2016, Olivier held senior commercial roles at Cover-More (now Zurich) and Allianz Partners.
Anthony Gallaway is Saga’s Travel Insurance Product & Commercial Manager. He is responsible for developing and managing Saga’s travel insurance propositions, ensuring they meet the evolving needs of people aged over 50.Â
With over 20 years’ experience across the insurance industry, Anthony has worked extensively in product development, commercial strategy, supplier partnerships and customer proposition design. He is passionate about delivering innovative and customer-focused insurance solutions.
Andre Santos is Senior Director of Business Development at WTW, specialising in travel, motor and motor ancillary insurance propositions. With more than 15 years’ experience across insurance distribution and digital transformation, he works with insurance brokers and commercial partners to develop sustainable, digital-first propositions.
His expertise spans affinity models, embedded insurance and API-driven platforms, helping partners enhance customer value and engagement while expanding their market reach.
Charlotte provides strategic advice to insurance sector clients, advising on regulatory compliance, product design, policy drafting and the interpretation of insurance arrangements in the UK, including for international clients. With over a decade of insurance litigation and coverage experience, as well as first-hand industry experience through secondments to insurers and MGAs, Charlotte delivers commercially grounded advice across both contentious and non-contentious matters.
Robin Diligent is Co-founder & CEO of Waniwani, the revenue and compliance infrastructure for the agentic distribution of financial services. Waniwani launched the first insurance ChatGPT App in February 2026 and has since raised $8m to accelerate agentic distribution in insurance.
Prior to founding Waniwani, Robin was a Consultant at BCG and part of its GenAI team, where he worked on large-scale AI transformation projects for enterprise clients across multiple sectors.
Glynn Hughes is Head of Financial Ancillaries at TUI Group, where he oversees consumer financial services products – including travel insurance and credit card offerings – across all markets. With 17 years at TUI and over 15 years specialising in insurance, Glynn brings deep expertise in developing and managing financial products.
Dr Thomas Lescot, Head of Global Travel Assistance & Group Chief Medical Officer at Europ Assistance, is a seasoned expert in anesthesiology, critical care, and international medical operations. He holds a PhD in Neurosciences, a fellowship from McGill University, and a diploma in medical management. His career spans academia, pharma leadership, and global medical repatriation.
Simon Penny is Travel Fraud & Cost Containment Operations Manager at Admiral Group. Over a 15‑year career in counter‑fraud, he has built high‑performing teams, led data‑driven detection rules, and partners closely with bodies such as IFB and IFED to combat organised fraud and protect customers. His focus includes turning insight into operational outcomes that reduce loss, improve customer experience, and strengthen regulatory compliance.
Magali Khazal is Global Head of Strategic Account Management at Allianz Partners. In this role, she works in close collaboration with decision makers from global brands in the Travel, Ticketing and Lodging industries. Together they work as global strategic partners to optimise the customer experience for travellers, fans and guests. This, by offering the worldwide leading insurance and assistance solutions of Allianz Partners and the wider Allianz Group to Partners and their customers.Â
Customer centricity and best-in-class solutions mean a lot to Magali. With more than 15 years of experience in the insurance industry, Magali held several leadership positions within Allianz Partners, always with a strong international component. She has high energy and enjoys working in a multicultural environment.
Tim Grant is a seasoned leader in global Accident & Health insurance with over 25 years’ experience spanning international operations, crisis management, and specialty distribution. As Director – Strategic Growth at WTW, Tim drives innovation across Accident & Health facilities, helping clients, underwriters, and partners navigate complex risks in an evolving travel and mobility landscape.Â
He began his career in elite military operations with the British Army’s Pathfinders before holding senior roles in assistance, insurance, and risk advisory – including Global Head of Assistance at International SOS. Today, Tim combines deep technical expertise with a passion for building customer-centric solutions that bridge insurance, security, and health services.
In addition to his corporate work, Tim owns ventures in hospitality, sport and wellness. These consumer-facing outlets keep him closely connected to customer behaviour, reinforcing his focus on quality, service, and the end-to-end customer journey.
A frequent advisor to governments, aviation, and corporate sectors, Tim is focused on designing future-ready travel protection models that reflect changing traveller behaviours, new distribution channels, and integrated risk management.
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Kate Southerby is a brain-based coach, team coach, and performance consultant with over 20 years of experience in the learning and development space. She helps individuals and teams break free from the habits that hold them back – so they can think more clearly, connect more effectively, and perform at their best under pressure.
With a professional background spanning insurance, retail, tech and the creative industry, Kate brings commercial insight, empathy, and grounded tools to her work. Through her coaching practice, she supports both large and small organisations – including Holland & Barrett, NHS, Publicis Groupe, and private clients across various industries – navigating growth, change, and complexity.
She is a qualified coach with the NeuroLeadership Institute, a trained somatic coach, and a certified Core Strengths® Relationship Intelligence facilitator. Known for her warm, no-fluff approach, Kate blends neuroscience, embodied practice, and practical mindset tools to help people unlock performance – starting with the brain.
Lisa Dalzell is a seasoned customer experience leader, serving as Head of Customer Experience at ERGO Travel Insurance. With a track record rooted in deep customer insight and operational excellence, Lisa oversees the design and delivery of customer interactions across all touchpoints – ensuring clarity, responsiveness, and trust.
Her leadership focuses on developing strategies that align service, technology, and user feedback to elevate satisfaction, loyalty, and brand reputation. Known for her collaborative approach, she works closely with cross-functional teams to embed customer-centric thinking into every process, and she champions continuous improvement and innovation.
Travel and health insurers face unique challenges when it comes to making payments to international insureds. This session will give an overview of current and emerging options for cross-border payments and claims settlements. Address how payments companies are tackling key pain points for insurers faced with serving the ‘now’ generation. And look at why it matters – with a focus on the importance of understanding your customers’ emotional journey in order to deliver an enhanced customer experience and benefit from improved customer loyalty.
This session will take a thought-provoking look at claims transformation in travel insurance – and assess how far we’ve come in terms of business efficiencies, fraud prevention, and meeting customer expectations. How can your claims process shape your value proposition? How do we overcome current challenges in this field? And how can we better work together to restore customers’ faith in the claims process?
In this session, we’ll explore the current and emerging technologies being used by the global assistance industry in different regions of the world. We’ll be looking at the extent to which these technologies – such as AI-powered call handling, document processing, payments innovation and telehealth – are aiding and strengthening how insurers and assistance providers work together, the benefits they bring to the wider industry, and how they’re being used to improve the customer experience and help prevent problems for travellers.
We’ll also be looking at some of the challenges posed by relying on technology within the assistance space. Ask how important tech capabilities are when choosing an assistance partner. And assess how to find the right balance when it comes to consumer-facing technology.
MGAs – known for their underwriting agility, product specialisation, and tech-driven innovation – are gaining an increasing share of travel and health insurance business.
This session will explore the reasons behind this growth and assess the wider insurance industry’s response to the expansion of MGA activity in the travel and health insurance space.
In this interactive fireside chat, we’ll be getting an inside perspective on the main priorities for insurer-broker relationships in today’s IPMI space; how technology has changed the roles of insurers and brokers, and the relationship between the two; and what the next phase of growth will look like for IPMI.
This session will explore travel insurance and IPMI distribution channel trends and identify emerging opportunities for future insurance distribution. We’ll be looking at distribution trends in different parts of the world, predicting where the travellers of tomorrow will expect to purchase their insurance, and asking how we overcome the challenge of meeting customers where they are.
This session will explore untapped schemes and underserved demographics, look at new types of distribution partnerships and discuss shifting customer expectations around access to travel and health protection.
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