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
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
YOUR SUPERPOWER IS ALREADY IN THE DATA – SO WHY DON’T YOUR CUSTOMERS FEEL IT?
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 Fraud Solutions Manager
Head of Accident & Health, UK
Vice-President Mobility & Travel Protection
Consultant
Founder
CEO & Founder
Head of Travel & Mobility Europe
Senior Consultant & Co-Owner
Executive VP – Insurance
Head of Financial Ancillaries
Policy & Research Manager
Senior Partner
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
With three decades of experience in some of the world’s most hostile and high-stakes environments, Aldo Kane has learned what it truly takes to lead under pressure, make critical decisions with no margin for error, and build resilience in the face of volatility.
Drawing on this unique experience, Aldo will explore how leaders can stay calm under pressure, align passion with purpose, and build resilient teams that thrive in uncertain times. His perspective on human performance and authentic leadership offers powerful lessons for an industry navigating constant change and complexity.
This keynote presentation is sponsored by Verisk Underwriting
Panellists:
Koot Chiew Ling, Tune Protect Group Berhad
Rob Bauer, bolttech
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: Shyam Bhatt, Quantexa; Howard Rawstron, Lloyds Banking Group
Fraud in travel and health insurance is entering a new phase – defined by AI-generated documentation, synthetic identities and increasingly sophisticated cross-border schemes.Â
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
In conversation with: Peter Altmann, Amadeus
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:Â
Alastair Crossley, AXA Partners
Peter Blanc, Howden Group Holdings
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.
Insurers are sitting on more data than ever before – yet many still struggle to translate it into better products, sharper pricing or meaningful customer experiences.
This session will explore how leading insurers, MGAs, brokers and insurtechs are closing that gap. From real-time data and predictive analytics to smarter use of partner and distribution data – and even new approaches like federated learning – we’ll look at how data is being turned into tangible commercial and customer outcomes.
We’ll cut through the hype to focus on what’s actually working – from improving underwriting and fraud detection to designing more relevant, responsive cover.
The prize? More precise risk selection, faster product innovation, and propositions that genuinely reflect how people travel today.
Aldo Kane is a world-renowned adventurer, Former Royal Marines Commando sniper, and one of the most sought-after technical safety consultants in the global film and television industry. Born and raised in Kilwinning, Scotland, Aldo developed a deep love for the outdoors and adventure from a young age. This passion for pushing boundaries and testing limits has defined his life and career.
At the age of just 16, Aldo Joined the Elite Royal Marines becoming a Trained Commando at The age of 17, earning the coveted Green Beret of the most feared fighting force in the world. Shortly after passing for duty, Aldo passed one of the longest, hardest Sniper courses on the planet and became a reconnaissance specialist. This rigorous training and operational experience honed his skills in leadership, discipline and survival preparing him for the challenges he would later face in civilian life.
After leaving the military, Aldo transitioned into the world of extreme adventure and television. He quickly established himself as a trusted safety and technical expert for high-risk productions. His expertise has taken him to some of the planet’s most extreme, remote and hostile locations, from active volcanoes and dense jungles to war zones and the summit of Mount Everest, with several world-first expeditions.
Aldo’s ability to lead teams and manage risk in life-threatening environments has made him an indispensable figure in the industry, working alongside top filmmakers like James Cameron and Darren Aronofsky – making high-profile films for the BBC, National Geographic, Disney, Netflix and Apple TV.
In addition to his behind-the-scenes role, Aldo has become a prominent on-screen personality. His natural charisma, extensive knowledge, and unflinching resolve have made him a favourite among audiences.
His TV credits include leading expeditions and hard-hitting documentaries that captivate viewers, offering a unique window into the world’s wildest terrains and most challenging environments.
Outside of his adventurous endeavours, Aldo is a passionate advocate for leadership development specialising in optimising human performance, resilience and dealing with stress. His life on the front line has made him the go-to person in high-performance organisations to develop and train strategies to deal with one of the most volatile, uncertain, ambiguous and complex times in human history.
Aldo continues to inspire through his relentless pursuit of adventure, resilience in the face of adversity, and commitment to sharing the awe-inspiring beauty of our planet. Whether on-screen or behind the camera, his life is a testament to the power of courage, adaptability, and unyielding determination.
This keynote presentation is proudly sponsored by Verisk Underwriting
Kate Morgan-Baker is a Senior Manager at Faculty and works at the epicentre of AI, Insurance, and user-centric design. As a 15+ year Consultant and certified Design Thinking Facilitator, she helps C-suite and Senior Executives creatively unpack and tackle core business problems through the lens of both AI and human capability. Kate works primarily with financial institutions, helping them to develop and evolve their AI roadmaps in support of core business strategies.Â
Educated in both America and the UK, she has worked in London since 2007, first as an Insurance Broker before spending many years at Accenture in both strategy and delivery roles. Kate joined Faculty to work with an established name at the forefront of AI delivery and to explore complex business challenges with some of the very best technical talent in the UK. In that role, she is tackling the existential question of how to shape the workforce of the future with AI at its core, without losing the humanity at its heart.
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.
Dr Yvonne Umebuani Beresford is Commercial Medical Director at Vitality Health, where she leads the design and delivery of clinical pathways that not only ensure high-quality care but also enhance member engagement and loyalty.Â
Yvonne combines clinical leadership with a strong drive for innovation, using data, technology, and partnerships to make more personalised, proactive, and accessible healthcare models.
With a clinical background spanning Orthopaedic Surgery and General Practice, and previous experience as Deputy Chief Medical Officer at the UK’s largest digital telehealth provider, Yvonne brings a unique perspective on how digital transformation can strengthen customer relationships.Â
Her focus now is on improving access, speeding up diagnosis, and delivering seamless care journeys, initiatives that are building trust, improving outcomes, and driving retention in an increasingly competitive market.
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.
Shyam Bhatt is a globally recognised expert in insurance fraud solutions and is currently the Global Insurance Fraud Solutions Manager at Quantexa. With over a decade of experience spanning intelligence analysis, fraud detection and solution engineering, Shyam has been instrumental in shaping the future of fraud analytics across claims, underwriting and broker networks.
His career began at the Insurance Fraud Bureau, where he played a pivotal role in developing intelligence products to identify and mitigate fraud risks. Since then, Shyam has held key positions at BAE Systems and Quantexa, leading global initiatives and product strategies that have transformed how insurers detect and prevent fraud. His work has consistently bridged the gap between cutting-edge technology and real-world fraud challenges, making him a trusted advisor to C-suite stakeholders across the insurance industry.
A frequent speaker and thought leader, Shyam is passionate about the role of entity resolution, network generation, and graph-based analytics in modern fraud detection.
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.
Daisy is an accomplished product leader, insurtech enthusiast, and qualified actuary with senior experience at Swiss Re, Vitality, bolttech, and Loadsure. She has worked across the insurance value chain – from reinsurance to direct carriers and digital distribution – spanning both personal and commercial lines in startups, scaleups, and established (re)insurers.
With a deep understanding of the global insurance ecosystem, Daisy is passionate about driving innovation that delivers meaningful customer impact. She now advises insurtech and fintech startups, partnering with founders directly to push the industry frontier forward.
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After 16 years in management consulting with Bain and Arkwright – and two healthcare start-ups – James launched McGrigor Group in 2002 to unite his careers in strategy and health.
Since then, he has led 400+ projects across 95 countries, spanning growth, deals and innovative risk-sharing models, including work in Africa and digital health. James also collaborates with partner offices in Paris, Bahrain and Morocco, supported by a global network of 60 associates.
He has served as Corporate Finance Adviser to the British Association of Medical Insurance Intermediaries and as Co-Chair of the American Population Health Association’s International Committee.
Olivier Michel is a tech entrepreneur, and CEO & Founder of Ancileo. Prior to founding Ancileo in 2017, Olivier had held several roles with primary insurance players. He’s also carried out consultative work for Cover-More (now a Zurich company), where he was acting as General Manager Sales for South East Asia and China. He’s also worked with Allianz Partners as General Manager Sales & Operations.
Christian is Head of Travel & Mobility Europe at Cover-More where he leads product and distribution strategy across the region. He has just under 20 years’ experience in personal lines insurance, with deep expertise in travel, working across the full distribution chain from insurer, MGA, and broker perspectives.
Passionate about creating customer-focused insurance solutions, Christian enjoys shaping strategies that balance innovation, commercial performance, and strong partnerships across Europe.
Matt Winder is a director, co-founder and senior consultant at First Point, based in Northampton, in the UK. First Point originally became a successful provincial UK broker after prominence insuring Ultra Prestige and Super Cars and building long-term relationships with their partners. Â
Matt mainly looks after HNW and UHNW individuals for International and UK Healthcare as well as HNW protection business.Â
Manjit Rana is a recognised thought leader and pioneer of the insurtech movement, with over 30 years’ experience in insurance, innovation, and entrepreneurship.
He is Executive Vice President, Insurance for UK, EMEA & APAC at Clearspeed, where he leads strategy, operations, and growth.
Manjit has co-founded start-ups, driven innovation for global corporates, and advises leading insurtech disruptors and accelerator programmes. Combining deep sector knowledge with commercial acumen, he is passionate about creating technology-led solutions and is widely regarded as a global authority on insurance innovation and the insurtech ecosystem.
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.
Igor Bartkiv, Policy & Research Manager at the London Chamber of Commerce and Industry (LCCI), brings over a decade of experience in international business support. As First Vice President of the Ivano-Frankivsk CCI, he led business missions and delegations for seven years. Since 2022, his work at LCCI has focused on the Ukraine Project and now spans wider policy engagement with London’s business community.
Crispin Ellison is a Senior Partner at Marsh McLennan, the world’s largest risk advisory firm. His career began as an officer in the British Army and, for more than 25 years, he has advised governments around the world on major national challenges. He now leads Marsh McLennan’s work in Ukraine.
Crispin has been closely engaged with the Government of Ukraine on its strategic recovery agenda – addressing questions such as what kind of country Ukraine aims to be after the war, and how it will achieve that vision. His work has focused on identifying and delivering the essential enablers required to unlock large-scale recovery and transformation, including strengthening the rule of law, tackling corruption, and building robust financial services, insurance, and risk-reduction frameworks.
He has led teams supporting the Government in creating war risk insurance for Black Sea grain shipments in today’s heightened risk environment, as well as developing a war risk data-sharing platform to help investors and insurers understand how risks vary across the country. Most recently, he has been working with government and industry partners to design an affordable travel insurance facility, enabling business leaders and visitors to return to Ukraine.
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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