Verisk Vision 2020


Emotional Intelligence in Claims Handling


Automation isn't only about simple claims and straight-through processing. It can significantly aid adjusters working on complex claims to increase the speed to settlement. This interactive session shares what an automation engine is and how it can be used within the insurance ecosystem and third-party solutions.

Contact Presenters

Meet the Presenters

Caroline Johnson

Direct of Third Party and Technical Claims

Caroline Johnson is director of third party and technical claims at LV= GI. LV= GI is the second largest general insurer in the UK, with a GWP of more than £4 billion and a market share of 9% and is one of the largest personal insurers in the UK. Caroline has been with LV= since 2013, prior to joining LV=, Caroline worked at RSA for 17 years.

Caroline started her career in 1992 in the legal profession and by 1996 had progressed to head of civil litigation in her firm. In May 1996, she embarked on a career in insurance with RSA in Liverpool. Caroline worked and developed in a number of roles within Motability over the next 10 years, and in January 2006, she became head of technical claims for Motability. In January 2012, Caroline moved away from Motability and became head of technical claims for commercial in Manchester. In July 2013, Caroline joined LV= where she embarked on the role of head of property and casualty claims and in June 2014 moved to director of third party and technical claims.

Donna Scully

Carpenters Group

Donna is a joint owner and director at Carpenters Group. She worked for various law firms in London before joining Carpenters in 1997 to set up its specialist personal injury department. She was the Chair of the Motor Accident Solicitors’ Society from 2010 – 2012. During her term, she was closely involved in the formation of the industry anti-fraud tool AskCUE PI and implementation of the LASPO legislation. Donna has held a seat on the Insurance Times’ Magazine Fraud Charter since its launch in 2010, is a member of the editorial board of Modern Insurance Magazine, and received the Outstanding Achievement award at the 2014 Personal Injury Awards. In 2016 and 2018, Insurance Business UK named her as one of the insurance industry’s Women of Influence. In September 2018, Donna jointly won the Insurance Post Magazine’s Social Media Influencer Award.

Mark Hewitt


Mark Hewitt is a director at Verisk and the award-winning creator of piCalculator, the premier software solution for calculating heads of loss for personal injury claims.

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