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Better Tomorrow Partner Day 2026

24 June 2026 Montcalm Royal London House, London

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Insurer Partners

Industry Body Partners

Insights Partners

ILC

Corporate Partners

ALLSCREENS NATIONWIDE

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VIZION

As an ILC Corporate Partner you not only align your brand with the UK’s leading insurers but more so, you have the opportunity to engage across multiple platforms and, of course, exclusive access to partner only events.

ILC

Become a Corporate Partner ILC Corporate Partnership ensures you are at the very heart of the insurance claims industry... To discuss an ILC Corporate Partnership, as well as other ways that we can help in the marketing and brand awareness of your company at an ILC event:

Book a call now! Liane Price Sales & Account Manager liane@iloveclaims.com 07850 220714

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Better Tomorrow

Partner Day 2026 ILC DISCLAIMER

Contributors

The views and opinions expressed within Better Tomorrow are reported from live events and are those of the individual contributor/s. They do not necessarily reflect the official policy or position of the contributor’s employer, organisation, committee or other group or individual. ILC While every effort has been made to ensure the accuracy of information, ILC will not accept responsibility for errors or omissions or for consequences arising from reliance on information published. The opinions expressed in Better Tomorrow are not necessarily the opinions of, or endorsed by ILC unless otherwise stated.

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Contents 8

Foreword

ILC ClaimsTech Advisory Board

Chris Ashworth

ILC

40 BOWLS

Keep on rolling! In aid of Rainbow Trust

Partnership at the heart of ILC’s continued growth

Partnerships built on collaboration

Partner Day 2026 feedback

Mark Hadaway

Advisory Boards helping shape ILC’s future

What’s next for ILC events

Mobility in insurance 2026

Mark Hadaway

ILC

ILC Motor Claims Advisory Board

The next chapter for ILC content

MGA Claims Conference 2026

ILC

Mark Hadaway

ILC

ILC Motor Repair Advisory Board

Looking ahead with purpose

Property Claims Event 2026

ILC

Chris Ashworth

ILC

Chris Ashworth

ILC Property Claims Advisory Board ILC

GUEST SPEAKER

Better questions. Better leaders. Better tomorrow. Jez Rose

ILC Event calendar 2026/27

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Foreword Every time the ILC community comes together, it reinforces something that has been true since the organisation was founded in 2010 – the insurance claims profession is at its best when people are willing to share ideas, challenge thinking and learn from one another. Chris Ashworth ILC Founder & Motor Sector Lead ILC

ILC

That belief remains the foundation of everything ILC does. What began as an ambition to ‘simply’ connect claims professionals has grown into a community that brings together insurers, suppliers, technology businesses, repairers and industry bodies with a shared purpose: helping both individuals and organisations become better tomorrow.

Conversations This publication captures many of the conversations that took place during the event, but it also demonstrates the strength of a community that continues to collaborate, evolve and look beyond today’s challenges towards tomorrow’s opportunities. One of the privileges of watching ILC develop over the years has been seeing how willing people across the industry are to contribute. Whether through speaking at events, serving on Advisory Boards, sharing expertise or simply taking the time to have an open conversation, there is a genuine appetite to help move the profession forward.

That willingness to give back is something that has always made this community special.

Evolution The insurance claims sector continues to evolve at pace. Customer expectations continue to change, technology is transforming the way claims are handled, and businesses face new challenges every year. Yet the conversations throughout this event and many others demonstrate that, while the issues may change, the industry’s commitment to collaboration remains constant. Perhaps that is why ILC continues to grow. Growth has never been an objective in its own right. Success has always been measured by the quality of the conversations taking place, the relationships being formed and the practical value that members of the community take back into their own organisations. If ILC continues to expand, it is because so many people have embraced that same philosophy and chosen to play an active role in shaping it.

FOREWORD

Inspiration Another aspect of ILC that continues to inspire everyone involved is the generosity shown by the community in supporting Rainbow Trust Children’s Charity. The remarkable amount raised over the years says as much about the people within this profession as any conference or publication ever could. It is a reminder that collaboration extends beyond business and that, together, the insurance claims community can have a meaningful impact on families facing incredibly difficult circumstances. As this publication demonstrates, every event creates opportunities to learn something new. Some ideas will confirm existing thinking. Others may challenge established approaches. Both are equally valuable because progress is rarely achieved by standing still.

Contribution We will always be immensely grateful to everyone who contributes to the ILC community. From speakers and partners to delegates, Advisory Board members and the wider ILC team, every contribution helps strengthen a business that is built by claims professionals, for claims professionals. We hope the following pages serve not only as a record of the day, but also as a source of ideas and inspiration that continue long after the event itself has finished. After all, creating a better tomorrow has never been about one event. It is about the conversations, collaboration and collective commitment that continue every day across the ILC community. Kind regards

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Partnership at the heart of ILC’s continued growth Opening ILC Partner Day 2026, Mark Hadaway, Content Director at ILC, welcomed Corporate Partners, Insurer Partners, Industry Body Partners and Insights Partners for a day focused on collaboration, progress and the future of the ILC community.

Mark Hadaway Content Director & ILC Motor Repair Co-Founder ILC

ILC Thanking everyone for making the journey to London, Mark acknowledged the continued support shown by partners and the important role they play in helping ILC achieve its ambition of creating a better tomorrow for the insurance claims profession. He explained that the event was an opportunity not only to share updates on the organisation’s progress, but also to recognise the contribution made by the wider claims community in shaping ILC’s direction. Mark said partnership remains central to everything the organisation does. Whether through events, content, Advisory Boards or industry engagement, he explained that collaboration continues to influence how ILC develops.

Growth Looking back over the past 12 months, Mark pointed to continued growth across motor, property, MGA and ClaimsTech. He said insurer engagement has continued to increase, attendance across the events programme has grown and relationships with industry bodies have strengthened. However, he made clear that growth is not the objective on its own. Instead, Mark said the focus remains on creating meaningful opportunities for partners to connect with senior decision-makers, contribute to industry conversations and help shape the future of the claims sector. He explained that the ILC community now brings together more than 50 Corporate Partners, 37 Insurer Partners, a growing network of Industry Body and Insights Partners and more than 13,000 insurance claims professionals. That community, he said, continues to grow because of the willingness of organisations to work together and share knowledge.

PARTNERSHIP AT THE HEART OF ILC’S CONTINUED GROWTH

Development Mark also reflected on the continued development of ILC’s events. He highlighted the move of the Motor Claims Networking Lunch to Grosvenor House earlier this year and explained that the organisation is now focused on strengthening existing events rather than continually introducing new ones. He said the same approach is being taken across ILC’s wider activities, with increasing emphasis placed on year-round engagement through publications, digital content, the ILC App and Advisory Boards. Supporting ILC’s charity partner - Rainbow Trust Children’s Charity – formed a key part of the opening session.

Throughout his introduction, Mark encouraged partners to continue playing an active role within the community. Whether by contributing to Advisory Boards, supporting events, sharing expertise or introducing new organisations, he said the continued success of ILC depends on organisations working together. Mark highlighted how the day’s agenda was set to demonstrate how partner feedback is helping shape future events, content and strategic initiatives. BETTER TOMORROW

Mark highlighted how ILC’s claims community has now raised more than £1.5m for the charity, with recent events continuing to make a significant contribution towards that total.

He thanked partners for their ongoing generosity and encouraged them to continue supporting future fundraising initiatives such as the newly launched Summer of Love campaign, the annual ILC Day, or involvement in the ILC Networking Lunches fundraising.

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Advisory Boards helping shape ILC’s future Chris used Partner Day to reflect on what he described as one of the most significant developments in the organisation’s recent history, the introduction of ILC’s Advisory Boards.

Chris Ashworth ILC Founder & Motor Sector Lead ILC

ILC Speaking one year after they were launched, Chris said the boards had quickly become an important part of how ILC develops its events, content and wider strategy. “We’ve had six board meetings in the last 12 months and the amount of innovation, ideas and engagement has been truly off the charts,” he said. ILC now operates four Advisory Boards covering Motor, Property, ClaimsTech and ILC Motor Repair (ARC360). Chris explained that each board brings together senior representatives from Insurer Partners alongside Corporate Partners and other industry experts, creating an opportunity for open discussion around the issues shaping the insurance claims sector.

Better tomorrow He said the purpose of the boards is straightforward: to help ILC deliver its mission of creating a better tomorrow for organisations and individuals working across insurance claims. Rather than acting as discussion groups alone, Chris explained that the boards have become an important source of practical ideas that are now influencing every aspect of ILC’s activity. Content remains one of the clearest examples. He said the discussions taking place around the boardroom table are helping ensure conferences, publications and digital platforms focus on the issues that matter most to claims professionals. AI, regulation, claims inflation, consolidation, vehicle technology and global economic pressures all continue to feature prominently in conversations with insurer partners.

ADVISORY BOARDS HELPING SHAPE ILC’S FUTURE

Looking ahead

Personal development

Chris also highlighted the importance of looking ahead.

The boards have also encouraged ILC to broaden its programme beyond technical claims discussions.

Alongside current operational challenges, the boards have explored how the industry attracts the next generation of talent and how insurance can continue to develop as an attractive career for future professionals.

Chris explained that members highlighted the importance of personal development alongside professional learning, leading to the inclusion of keynote speakers such as behaviour consultant Jez Rose as part of Partner Day.

He explained that this ongoing dialogue helps ensure ILC’s programme remains relevant to the changing priorities of the market rather than relying on assumptions about what delegates want to hear.

Improving the event experience has been another area of focus.

Speaker selection The Advisory Boards have also influenced speaker selection. Chris said the conversations held throughout the year have helped identify both the topics and the industry leaders best placed to address them. Looking ahead to the Exclusive Motor Claims Conference later this year, he highlighted forthcoming conversations with senior leaders from Aviva and Marshmallow as examples of the calibre of speakers now engaging with the ILC community.

New ideas Beyond content, Chris said the boards have become a valuable environment for testing and refining new ideas.

Chris said early Advisory Board discussions explored how networking events could remain welcoming, inclusive and relevant as attendance continues to grow. Feedback has helped shape changes across ILC’s networking programme, including enhancements planned for future Motor Claims Networking Lunch events.

Improved diversity He also reflected on the importance of improving diversity across the community. While recognising that table bookings at ILC’s Networking Lunches ultimately remain the responsibility of partner organisations, Chris said ILC continues to encourage greater representation across its audiences and speaker programmes. He noted that female participation at events has continued to increase and said the organisation remains committed to creating an environment that reflects the wider insurance industry.

Partner networks

Rather than developing initiatives in isolation, ILC is increasingly using the boards to gather feedback before introducing new concepts across its events and content programme.

The Advisory Boards have also strengthened ILC’s wider network of partnerships.

He cited the forthcoming Claims Sprint set to feature at the Property Claims Event 2026 – bringing varied stakeholder teams together to consider common, industry wider challenges - as one example of an initiative that originated from Advisory Board discussions before progressing into the wider events programme.

Chris explained that recommendations from board members have helped introduce new organisations to the community while identifying opportunities to work more closely with insurers, suppliers and industry bodies. Recent developments, including the addition of the Motor Insurers’ Bureau and growing collaboration with KPMG, were highlighted as examples of relationships that have developed through those conversations. 13

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Looking ahead, Chris said the boards will continue to play an important role as ILC expands its reach across the claims sector. He explained that increasing insurer participation, engaging more brokers and strengthening relationships with industry bodies remain key priorities for the year ahead, alongside continuing support for Rainbow Trust Children’s Charity.

Perspectives and participation Concluding the session, Chris encouraged attendees to consider becoming involved in the Advisory Boards themselves. He said fresh perspectives and active participation would be essential as ILC continues to develop its events, content and community. Reflecting on the first year of the initiative, Chris suggested the success of the Advisory Boards demonstrates the value of bringing together people from across the insurance claims profession to share ideas, challenge thinking and help shape the future direction of the community. For ILC, he said, the boards have become a practical way of ensuring that the organisation continues to evolve alongside the industry it exists to support.

ADVISORY BOARDS HELPING SHAPE ILC’S FUTURE

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Motor Claims

Advisory Board Find out more today Stephen Linklater

Greg Cole

Michael Golding

Chief Claims Officer Ageas Insurance Ltd

UK Claims Director Aioi Nissay Dowa Europe

Network Manager Allianz

Hazel Johnson

Dawn Marsden

Lucy Frost

Director of Personal Lines, Home & Motor Claims Aviva Insurance

Head of Claims Supplier Management and Engineering Services esure

Corporate Claims Servicing Director Howden

Paula Coulthard Griffiths

Geoff Carter

Dave Thompson

CEO Sabre Insurance Plc

Claims Director Tesco Insurance and Money Services

VP - Insurance & Partnerships Marshmallow

Carl Cripps Claims Director Direct Commercial Ltd

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Better Tomorrow

Motor Repair

Advisory Board Find out more today Kate Nash

Emma Speed

Simon Smith

Head of Outsourcing & Supply Chain Management Tesco Insurance & Money Services

Managing Director AutoRaise

Managing Director and Aviva Repair Lead Solus Accident Repair Centre

Richard Ketley

Martyn Rowley

Lyn Edmunds

National Repair Network Manager esure

Executive Director National Body Repair Association

Operations Manager – Vehicle Damage Ageas

Andrew Eade

Dean Lander

Paul Glover

Head of AD Strategy & Fullfilment 1st Central Insurance Management Ltd

Head of Repair Sector Services Thatcham Research

Network Manager – Accident Repair Programme Stellantis

Natalie Horton Head of Motor Claims Operations The AA

ILC Partner Day 2026

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Advisory Board Find out more today Gary Barker

Connie Beasley

Marianne Cowie

Managing Director Trinity Claims

Head of Home Claims 1st Central

Head of Customer UK Claims Zurich

Andy Henner

Brian Moore

Leanne McGarrity

Head of Technical Claims (UK GI) Ecclesiastical Insurance

Supply Chain Director - UKGI Aviva Insurance

Director of Property and Casualty Claims Allianz

William Quibell

Sue Stansfield

Victoria Sutton

Head of Claims (Home) Ageas

Home Claims Director Hastings Direct

Business Performance Director (Corporate & Commercial Claims) Howden

Suzy Tiffany

Jess Woodhouse

Claims Director AXA Insurance

COO Homeprotect

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Better Tomorrow

ClaimsTech

Advisory Board Find out more today Robert Richstein

Alex Bond

Melissa Collett

Program Manager InsurLab Germany

Founder FinPro

CEO Insurtech UK

Luke Gill

Sarah Rovella

David Clements

Head of Product and Technology Zego

Chief Technology Officer Aviva Insurance

Investments Manager Zurich Insurance

James Fairgrieve Head of Innovation Aventum Group Ltd

ILC Partner Day 2026

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Partnerships built on collaboration A dedicated section of Partner Day saw Mark outline how ILC’s partnership model continues to develop, with collaboration remaining central to its future growth.

Mark Hadaway Content Director & ILC Motor Repair Co-Founder ILC

ILC

Mark explained that the purpose of the session was to show how partners help shape ILC and to demonstrate the value that partnership continues to deliver across the wider claims community. Using ILC’s partnership ‘flywheel’, he described how content, insurer engagement, events and partnerships work together to support the organisation’s continued development. Mark explained that high-quality content attracts insurers to engage with ILC, while growing insurer participation strengthens the value of events for partners and delegates. That, in turn, creates further opportunities to develop new initiatives and expand the community. Mark said the model succeeds because every organisation contributes something unique and of value to the community.

Corporate Partners Mark thanked Corporate Partners for their continued support and said ILC is proud to work alongside businesses that are helping shape a ‘better tomorrow’ for the insurance claims sector. Bringing those organisations together, he explained, creates greater value for the whole community. Looking at future growth, Mark said ILC is taking a measured approach to expanding its partnership base. He explained that the motor community is now well established and that any future additions will be carefully considered to ensure new partners complement the existing community. Feedback from the Advisory Boards, he said, will continue to play an important role in identifying opportunities for future growth. He added that there is still scope to expand partnerships across Property, ClaimsTech and Motor Repair (ARC360), but stressed that development will continue to take place in consultation with existing partners.

PARTNERSHIP MODEL CONTINUES TO EVOLVE

Enhancements Mark also highlighted a number of enhancements introduced over the past year. Among the most significant has been the introduction of Advisory Boards across Motor, Property, ClaimsTech and Motor Repair (ARC360). He said these groups are already helping to shape event content, identify emerging industry issues and influence the future direction of ILC. He also spoke about ILC’s commitment to a ‘partner first’ approach. Partners, he explained, are now given early sight of new initiatives, event developments and opportunities before they are announced more widely. The introduction of the Claims Sprint at the forthcoming Property Claims Event was one example of that approach. Communication with partners has also increased. Alongside Partner Day, Mark said ILC now provides regular monthly updates and ongoing account management, helping partners stay informed and become more involved throughout the year. Content continues to be another growing area of opportunity.

Mark encouraged partners to work closely with the ILC content team by sharing news, insight and thought leadership across newsletters, Better Tomorrow, the ILC App and online. He also highlighted showcase opportunities at selected events, where partners have the opportunity to present their businesses and innovations directly to delegates.

Delivering value He explained that ILC continues to review its partnership offering to ensure it delivers value. As one example, he highlighted the recent changes to Motor Repair (ARC360) Corporate Partnerships, where pricing had been reduced to improve accessibility while at the same time enhancing the benefits available to partners. Concluding the session, Mark encouraged organisations to make full use of their partnership by completing onboarding, appointing internal champions, promoting ILC within their own businesses and introducing organisations that could further strengthen the community. He said partnership should never be viewed as passive membership. Instead, he encouraged organisations to become active participants in helping shape the future of ILC, reinforcing the message that the strongest communities are built through collaboration.

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What’s next for ILC Events Focusing specifically on events, Mark reflected on another busy year across the events programme, highlighting continued growth in attendance, new event formats and further investment designed to create even greater value for partners and delegates.

Mark Hadaway Content Director & ILC Motor Repair Co-Founder ILC

ILC

Looking back at the first half of 2026, Mark said six events had already taken place, each contributing to ILC’s ambition of bringing the insurance claims community together while supporting Rainbow Trust Children’s Charity. A chronological overview saw him begin with the Motor Claims Networking Lunch, which moved to Grosvenor House earlier this year. Mark described the event as a significant milestone, with 759 guests attending and more than £81,000 raised for Rainbow Trust. He confirmed that next year’s event will return to Grosvenor House on 15 January 2027 and encouraged partners to save the date.

Continued success Mark then reflected on the continued success of ILC Day, which this year was supported by 25 organisations and raised £10,000 for Rainbow Trust. He thanked everyone who had taken part and challenged partners to build on that support in 2027. “It’s never too early to pledge your support,” he stated. The Property Claims Networking Lunch also continued its growth, attracting more than 500 attendees and representatives from 33 insurer brands. Mark said the event had once again reached capacity while raising a further £21,000 for the charity. Turning to ILC’s specialist conferences, Mark highlighted the positive feedback received following the Subsidence Specialist Conference. Reading a feedback comment from a first-time insurer attendee, he highlighted how the event had ‘exceeded expectations’ and reinforced the value of creating dedicated forums for specialist areas of claims.

EVENTS PROGRAMME CONTINUES TO EVOLVE

New initiatives ILC Motor Repair (ARC360) also continued to grow during 2026. Mark said this year’s event attracted almost 400 attendees and over 30 insurer brands, making it the largest ILC event of its kind to date. He also highlighted the introduction of the New Generation Hub – in association with skills charity, AutoRaise - created to encourage greater participation from new entrants to the insurance claims profession. Reflecting on ClaimsTech – The Pitch, Mark described the event as another important step forward. He congratulated Veridox on being named the 2026 winner and explained that the introduction of a new semi-final stage had strengthened the competition by enabling more businesses to take part before the live final. Supported by a judging panel of more than 25 leading insurers, he said the revised format had helped further develop the event while continuing to showcase emerging technology for the insurance claims sector.

Looking ahead Looking ahead, Mark said the focus is now firmly on the second half of the events calendar, with several developments already planned across ILC’s events.

Working closely with the Motor Advisory Board, he explained that ILC is refining the information presented to ensure it reflects the issues senior executives are discussing within their own businesses. As part of that development, all motor Corporate Partners will have the opportunity to contribute to the next CEO Report.

Ongoing developments Mark also highlighted the continued development of the Mobility and Insurance Conference. Delivered in partnership with The CHO (Credit Hire Organisation), the event is set to feature seniors speakers from across the insurance and mobility sectors while introducing new opportunities for partners to create more engaging exhibition spaces and interactive experiences for delegates. The MGA Claims Conference also continues to grow. Mark outlined an early speaker line-up that includes senior representatives from AXA, Accredited and Policy Expert, adding that registrations were already progressing well and encouraging partners to consider how the event could support their own engagement with the sector.

Significant investment However, it was the Annual Property Claims Event that received the greatest attention.

Alongside keynote speakers and senior industry leaders, Mark said ILC is continuing to strengthen its Market Intelligence proposition by providing Corporate Partners with opportunities to share specialist insight that supports strategic decision-making within insurer organisations.

Mark described this as ILC’s most significant investment for the year, explaining that the event is being expanded substantially with a larger venue, increased exhibition space and a new multi-stage format. He said the decision to rename the event from the Annual Property Claims Conference to the Annual Property Claims Event reflects those wider ambitions and signals a broader experience for delegates.

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One area receiving particular attention is the Exclusive Motor Claims Conference.

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Among the new initiatives being introduced is the Claims Sprint, an idea developed through the Advisory Boards that will bring together mixed teams from across the industry to work collaboratively on common claims challenges. The exhibition will also play a more prominent role, with the evening welcome celebration moving into the exhibition area to encourage greater interaction between insurers, partners and delegates. For the first time, insurers are also set to exhibit during the event. Mark said the expanded format is intended to provide more opportunities for insurers to meet suppliers, discover new ideas and involve colleagues who may be attending an ILC event for the first time.

Meeting changing needs Concluding the update, Mark encouraged partners to continue sharing feedback as plans develop across the events programme. He said every conference continues to evolve in response to ideas from partners, Advisory Boards and delegates, adding that collaboration remains the best way to ensure ILC’s events continue to meet the changing needs of the insurance claims community. Looking ahead to 2027, Mark said the ambition is not simply to grow the programme, but to continue improving the experience, creating new opportunities for engagement and delivering events that remain relevant to everyone involved in the sector.

EVENTS PROGRAMME CONTINUES TO EVOLVE

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The next chapter for ILC content Mark dedicated time to highlight how ILC’s content strategy continues to evolve, with greater emphasis on digital engagement, community participation and creating year-round value for partners.

Mark Hadaway Content Director & ILC Motor Repair Co-Founder ILC

ILC Reflecting on the past 12 months, Mark highlighted the progress made since the launch of the ILC App. What began as a new way for delegates to access event information, has developed into a growing platform for news, insight and networking across the insurance claims community. He said the app community now includes almost 2,500 users and explained that the next phase of development will see it become the primary destination for ILC content.

App first Over the coming months, ILC will begin moving towards an ‘app first’ approach, with exclusive content being made available through both the mobile application and desktop version of the same platform.

Mark encouraged partners to think of the app as more than a mobile tool, explaining that the desktop version offers the same access to news, updates and community content while providing another way for teams to stay connected throughout the year. Although the platform continues to develop, Mark acknowledged that improvements are still being made. He said partner feedback has played an important role in shaping the app's development and encouraged attendees to continue sharing ideas as new features are introduced.

Platform promotion Mark also urged organisations to promote the platform more widely within their own businesses to fully optimise its value. He explained that many partners and other users have highlighted the value of the daily news updates, with regular notifications helping teams stay informed about developments across the claims sector and providing useful discussion points within their organisations.

CONTENT STRATEGY CONTINUES TO EXPAND

CEO Report Beyond the app itself, Mark outlined how ILC's wider content offering continues to grow. He highlighted the ongoing development of the CEO Report, which will expand over the coming year to include greater contributions from Corporate Partners and provide additional strategic insight for senior leaders across the insurance claims market. Better Tomorrow publications also continue to evolve. Mark explained that the post-event publications are becoming increasingly comprehensive, capturing the key discussions, presentations and themes from ILC events while creating a lasting resource for delegates and partners. He said recent editions have grown significantly in both size and depth, reflecting ILC's ambition to provide content that continues to deliver value long after an event has taken place.

Opportunities For Corporate Partners, he highlighted the additional opportunities these publications provide. Alongside event participation, showcase presentations and editorial coverage, Better Tomorrow offers partners further visibility through dedicated features that continue to reach the wider ILC community after publication. Content contributions from partners remain another important part of the strategy.

10 minutes with… One initiative continuing to attract positive engagement is the ‘10 minutes with…’ interview series. Mark said the articles provide readers with a more personal insight into the people working across the insurance claims profession by combining discussion about careers, business and life outside work. He encouraged partners to become involved as the series continues to expand.

Collaboration Throughout the update, Mark returned to the importance of collaboration. He explained that the success of ILC's content strategy depends on contributions from partners, insurers and industry bodies, ensuring publications and digital channels continue to reflect the issues, ideas and innovations shaping the insurance claims profession. Before concluding the session, Mark invited attendees to use the ILC App to complete a short content questionnaire. He explained that the survey would help the team understand which areas partners value most and where further improvements could be made as the content strategy continues to develop. He reassured attendees that feedback would continue to play an important role in shaping future developments, just as it has throughout the evolution of the app and ILC's wider digital offering. Concluding the update, Mark said ILC's ambition is not simply to produce more content, but to create content that informs, connects and supports the insurance claims community throughout the year.

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Mark encouraged organisations to continue sharing company news, thought leadership and industry insight with the ILC editorial team, explaining that the organisation's growing range of communication channels creates regular opportunities to highlight developments from across the claims sector.

He described ILC as a ‘content hungry’ organisation, with newsletters, digital platforms, publications and events all relying on a steady flow of relevant and engaging material from across the community.

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Looking ahead with purpose Closing the formal sessions of Partner Day, Chris looked ahead to the organisation’s future, outlining the principles that will continue to guide its development while inviting partners to help shape the next phase of the journey.

Chris Ashworth ILC Founder & Motor Sector Lead ILC

ILC

Chris said ILC remains in a strong position, having built a reputation for delivering relevant content, bringing together influential voices from across the insurance claims sector and creating a community centred on collaboration. Rather than introducing change for its own sake, he explained that ILC will continue to focus on the mission that has guided the organisation since it was founded – creating a better tomorrow for the insurance claims profession. He said that ambition continues to rest on three core priorities: delivering high-quality content, attracting leading speakers and working alongside the strongest partners in the sector.

Accessibility remains central Accessibility also remains central to ILC’s approach. Reflecting on the organisation’s origins, Chris explained that ILC was established with the aim of making industry events and insight more accessible. Sixteen years later, he said that principle continues to influence every decision, from free attendance for insurers at many events to maintaining free access to ILC’s news content. He also reiterated ILC’s commitment to reinvesting growth into the community.

LOOKING AHEAD WITH PURPOSE

As the organisation expands, Chris said the focus will remain on adding value for partners through new opportunities, enhanced experiences and continued investment in events and content.

Building on success Looking ahead, he explained that the priority is to build on existing success rather than continually adding new events to the calendar. Using the annual Property Claims Event 2026 as an example, Chris described how extending the programme over two days will create more opportunities for networking, collaboration and learning while making better use of the time delegates already invest in attending. Growing insurer participation also remains a key objective. Chris highlighted the increase in insurer attendance across the events portfolio, including Motor Repair (ARC360), where insurer representation has grown significantly over the past year. He said future events will continue to strengthen those relationships while creating more opportunities for meaningful engagement between insurers and partners.

Insurer exhibition spaces One new initiative receiving particular attention is the introduction of dedicated insurer exhibition spaces. Chris explained that several insurers have already committed to exhibiting at the Property Claims Event, creating new opportunities for partners to engage directly with insurer teams in a more informal environment. Broadening the community is another important area of focus. Alongside increasing insurer participation, Chris said ILC will continue to strengthen relationships with brokers, vehicle manufacturers and other parts of the insurance ecosystem that are currently underrepresented across the events programme.

Simplified proposition He also spoke about simplifying ILC’s proposition for both partners and insurers. Rather than expecting attendees to navigate an increasingly diverse events portfolio, Chris explained that ILC is working more closely with insurer partners to ensure the right people attend the right events and are introduced to the organisations most relevant to their roles. Feedback from insurer partners is already helping shape future developments. Chris shared examples of conversations around making it easier for insurers to understand the services available across ILC’s Corporate Partner community. Among the ideas being explored are short introductory videos that would allow partners to explain their organisations and areas of expertise in a concise and accessible format. He stressed that any new initiatives would continue to place partners first, creating additional opportunities to build relationships while making it easier for insurers to identify potential collaborators.

Event experiences Investment in event experiences also remains a priority. Chris said ILC will continue to improve networking environments, speaker programmes and exhibition opportunities rather than focusing on reducing costs. He explained that future exhibitions will become more flexible, allowing partners to create spaces that better reflect their own objectives rather than working within a standard format. Throughout the session, Chris repeatedly returned to the importance of listening to the community before introducing new ideas. He invited attendees to share their views on several concepts currently under consideration, including Claims Sprint, a collaborative workshop designed to bring together insurer and Corporate Partner teams to develop practical solutions to common industry challenges.

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Another proposal explored the creation of Claims Lab, a new initiative that would provide technology businesses with more regular opportunities to engage with insurers between annual editions of ClaimsTech – The Pitch. Chris also sought feedback on the potential introduction of a senior property claims forum in London, designed to mirror the format of the Exclusive Motor Claims Conference and provide strategic insight for senior leaders unable to attend the larger two-day property event. Partners were also invited to suggest additional specialist sectors that ILC could support in the future, while insurer representatives were encouraged to express interest in joining one of the organisation’s Advisory Boards. Before concluding, Chris asked whether partners would value regular online update sessions alongside the monthly written communications already provided, explaining that maintaining open dialogue will remain an important part of ILC’s future development.

Support and contribution He finished by thanking partners for their continued support and contribution to the community. Whether through participating in Advisory Boards, introducing new organisations, sharing expertise or supporting events and content, Chris said the success of ILC continues to depend on organisations working together. Looking around the room, he reflected that every development discussed throughout Partner Day had originated from conversations with partners and insurer members. Maintaining that collaborative approach, he said, will ensure ILC continues to evolve in ways that genuinely benefit the insurance claims profession. As the session drew to a close, Chris left partners with a simple message: the future of ILC will not be shaped by the organisation alone, but by the community that continues to support, challenge and help it create a better tomorrow.

LOOKING AHEAD WITH PURPOSE

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PARTNER DAY 2026

Better questions. Better leaders. Better tomorrow. Change is often discussed as though it requires bold decisions, major investment or complete transformation. According to behaviour consultant and international keynote speaker Jez Rose, the reality is often much simpler. Jez Rose Behaviour consultant and international keynote speaker

Delivering the keynote address at ILC Partner Day 2026, Jez challenged delegates to rethink how they approach change, leadership and personal development. Drawing on more than two decades of experience studying human behaviour, he argued that extraordinary results rarely come from dramatic interventions. Instead, they begin with curiosity, selfawareness and the willingness to ask better questions. Throughout an engaging and thoughtprovoking presentation, Jez combined behavioural science, personal experience and humour to encourage delegates to think differently about themselves, their organisations and the habits that shape everyday decisions.

Living life on autopilot Jez began by exploring a challenge that affects everyone, regardless of role or experience. Research, he explained, suggests people spend almost half of their waking lives operating on autopilot. Daily routines become automatic, decisions are made without conscious thought and familiar behaviours are repeated simply because they have become habits. While this allows people to navigate busy lives efficiently, it also means opportunities for improvement are often missed. Using a series of humorous examples, Jez illustrated how everyday behaviours reveal just how often people act without stopping to think. Although entertaining, the underlying message was a serious one: “If we don’t understand why we do what we do, it’s very difficult to change it.” That observation formed the foundation for the rest of the session. Rather than viewing change as something imposed by organisations or circumstances, Jez encouraged delegates to see it as a conscious choice. The first step, he suggested, is becoming more aware of the decisions being made every day.

BETTER QUESTIONS. BETTER LEADERS. BETTER TOMORROW.

The questions that change everything At the heart of Jez’s presentation was a simple belief: questions shape behaviour. Reflecting on years of research into behavioural psychology, he explained that children instinctively ask thousands of questions as they learn about the world. As adults, however, curiosity often fades. People begin accepting processes, assumptions and established ways of working without challenging them. For leaders, Jez argued, that loss of curiosity can become a significant barrier to innovation. Instead of accepting “the way things have always been done”, he encouraged delegates to ask two deceptively simple questions throughout the working day. •

What are we doing?

•

Why are we doing it?

Although straightforward, Jez explained that these questions interrupt automatic thinking and encourage people to become more conscious of their decisions.

The result, he said, is that many organisations become highly effective at analysing mistakes but spend relatively little time understanding success. Leaders investigate what went wrong. Teams conduct post-incident reviews. Lessons are documented when problems occur. Yet comparatively little attention is given to asking why something worked particularly well. Jez encouraged delegates to reverse that balance. Celebrating success, recognising positive behaviours and reinforcing effective habits, he argued, creates stronger long-term behavioural change than constantly focusing on problems. For leaders, this means deliberately noticing the behaviours they want to see repeated rather than only intervening when something goes wrong.

Small changes, extraordinary results One of the most compelling themes of the session was the idea that meaningful change rarely begins with dramatic action. Instead, Jez suggested that lasting improvement is often created through a series of small behavioural adjustments.

Whether sitting in a board meeting, leading a project or responding to an email, simply pausing to ask those questions can help individuals recognise when they have drifted away from their original purpose.

He illustrated this through research comparing organisations delivering ordinary performance with those consistently achieving extraordinary results. The difference, he explained, was not necessarily greater talent or larger budgets.

For organisations striving to improve, he suggested, creating space for reflection can often be more valuable than working faster.

Successful organisations simply paid closer attention to the behaviours that produced positive outcomes.

Focusing on what goes right Jez also challenged the way organisations respond to success and failure. Drawing on behavioural science, he explained that people naturally remember negative experiences for longer than positive ones. Stress hormones remain in the body long after difficult situations have passed, while positive emotions fade much more quickly.

Rather than waiting for problems to occur before reacting, they focused on creating the conditions that encouraged successful behaviours from the outset. For leaders managing teams through continual change, Jez suggested this represents a practical and achievable way to improve performance without introducing unnecessary complexity.

BETTER TOMORROW

PARTNER DAY 2026

Pressing reset Perhaps the most personal part of the presentation came when Jez shared his own experience of rebuilding his life after losing the business he had spent years creating. Rather than dwelling on the setback itself, he explained how the experience led him to develop what he now describes as the Reset framework, a practical approach to personal and organisational change. The framework encourages individuals to recognise what is and is not working, engage with the questions they have been avoiding, simplify unnecessary complexity, remain curious enough to evolve and trust their instincts when making important decisions. Although born from personal adversity, Jez explained that the framework applies equally to teams, organisations and individuals facing periods of uncertainty. Importantly, he rejected the idea that change always requires starting again. Instead, he suggested that many organisations simply need permission to pause, reflect and make thoughtful adjustments before moving forward with greater clarity.

Challenging established thinking Throughout the keynote, Jez repeatedly encouraged delegates to challenge assumptions. Processes, policies and accepted ways of working should not exist simply because they have always existed. He suggested replacing passive acceptance with two further questions:

•

Why do we do it this way?

•

How do we make it better?

Asked together, he explained, those questions encourage improvement rather than criticism. The objective is not change for the sake of change, but continuous refinement through curiosity. Jez also spoke about organisational values, arguing that values only become meaningful when they influence everyday behaviour. For values to matter he stated, they must be reflected consistently in leadership, communication and behaviour rather than remaining statements displayed on office walls.

The environment leaders create Another recurring theme centred on leadership itself. Jez argued that leaders shape their organisations not only through strategy and decision making, but through the environment they create for others. That environment is influenced by language, behaviours and attitudes just as much as physical workplaces. The way leaders respond to setbacks, encourage ideas, recognise achievement and speak to colleagues all contribute to the culture experienced by their teams. “We are the environment,” he told delegates.

BETTER QUESTIONS. BETTER LEADERS. BETTER TOMORROW.

From “no because” to “yes if”

A better tomorrow begins today

Towards the end of the session, Jez left delegates with a practical challenge.

As the keynote drew to a close, Jez returned to a theme that resonated throughout the session.

Instead of instinctively responding to new ideas with reasons why something cannot be done, he encouraged them to experiment with a different phrase: ‘Yes if.’

The opportunity to begin again never disappears.

Although seemingly a small change in language, he explained that it encourages solutionfocused thinking rather than reinforcing limitations.

Whether leading an organisation, managing a team or reflecting on personal ambitions, change does not always require a complete reinvention. More often, it begins with a willingness to stop, think and choose a different response.

Rather than closing down conversations, it opens opportunities to explore what would be required to make an idea possible.

Quoting Ralph Waldo Emerson, Jez reminded delegates that “the only person you are destined to become is the person you decide to be.”

For leaders, that subtle shift can help create more collaborative, creative and resilient teams.

BETTER TOMORROW 37

BETTER TOMORROW

PARTNER DAY 2026

Keep on rolling!

Following the various exciting updates from ILC - detailing efforts to deliver even greater value to the claims community - it was time to enjoy a game of bowls in a sun-baked Finsbury Square all in aid of ILC charity partner, Rainbow Trust. Guests were divided into teams - sponsored by some of the industry’s leading organisations and headed by a team captain - all of which helped raise funds for Rainbow Trust. It was then on to the ‘serious’ task of discovering who would take the crown of ILC Bowls Champion 2026 which this year went to Satty Nanuwa, Head of Sales UK at Repairify.

Bowls team leaders 1.

10.

11.

ALLSCREENS NATIONWIDE

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Feedback What was said “It’s been a great day of catching up with industry peers, sharing ideas and strengthening the partnerships that make events like this so valuable.” “The quality of conversation, collaboration and networking throughout the day was exceptional.” “The day was filled with valuable conversations, fresh industry insights, and the opportunity to connect with so many talented people across the claims sector.” “We left the day feeling inspired, connected, and proud to be part of such a strong and supportive claims community.” “Events like this reinforce why our industry is so strong. Whilst technology continues to transform the claims journey, lasting success is still built on relationships, trust and good people working together.”

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Contact us To discuss an ILC Corporate Partnership, as well as other ways that we can help in the marketing and brand awareness of your company at an ILC event, please contact: Liane Price

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