Claims Seminar

The Claims Seminar is designed to be a hands on technical seminar for claims professionals, who want to stay up-to-date with trends, gain knowledge on the future direction of the claims sector, and the issues directly affecting the industry to drive new thinking and transform the customer experience.

Having difficulties dealing with angry, aggressive or threatening people? Are you looking to provide practical tips on reducing stressful situations? 


Register online or to register three or more attendees, please download the registration form and email the completed form to [email protected]

For more information on this event, please contact Event Manager, Sharon Raath.


  • Dealing with the difficult customer
  • Interpreting liability policy wording
  • Technology innovations in insurance



  • Claims leaders, teams and adjustors
  • Insurance Brokers and agents
  • Insurtech and software providers
  • Loss adjustors and investigators
  • Underwriters
  • Claims handlers


  • Scott Alcock


    Scott Alcock New

    Scott Alcock

    Human Resources Manager & Corporate Counsel

    Scott is the Human Resources Manager and Corporate Counsel for Sedgwick, New Zealand. During his fifteen-year tenure, Scott has held various roles including an operational leadership role, prior to specialising in the provision of governance around people strategy, health and safety, legal compliance, and business risk.  

    Scott is also well known in the insurance industry for facilitating training on industry specific requirements, including the 2015 Health and Safety Act and other relevant legislation.

    Prior to joining Sedgwick, Scott practiced as a litigation solicitor for three years and holds a current practicing certificate. He is a current member of CLANZ and HRINZ.

    In his personal time, Scott is an avid mountain biking enthusiast and ocean swimmer.

  • Thomas Bartlett

    AA Insurance


    Thomas Bartlett

    Home Claims Manager
    AA Insurance

    Thomas Bartlett has been working in the insurance industry for over 10 years, holding various roles within the service, earthquake and claim space. Thomas currently manages the home claims department at AA Insurance, helping lead the strategy and implementation for the management of its building and contents claims portfolio.  Thomas is originally from the UK and prior to coming to New Zealand has spent a number of years in various service and management roles.    Thomas is passionate about driving a culture that is continually improving and changing to meet the needs of its customer to help drive great customer experiences.

  • Crossley Gates

    Keegan Alexander

    Crossley Gates

    Crossley Gates


    Crossley Gates is an insurance partner at Keegan Alexander. Crossley has specialised in insurance law for over 36 years. He is recognised in Chambers Asia-Pacific 2020 in Band 1 as a specialist in insurance law, focusing on regulatory advice, insurance policy drafting and coverage disputes. One client said of Crossley: ‘He is the leading lawyer in his field in New Zealand.’

  • Petra Lucioli

    Delta Insurance

    Petra Lucioli_Grayscale

    Petra Lucioli

    Claims Manager
    Delta Insurance

    Petra has around 20 years’ experience in liability claims management. She spent a number of years as a litigation lawyer in the UK before moving into the London insurance market as a claims manager, handling professional liability risks and managing a claims team of up to 40 staff. Moving to New Zealand in 2008, she continued to develop her claims management expertise and now heads Delta’s claims function and technical operations. Petra is passionate about claims service standards and helping clients improve their Risk Management.

  • Sarah O’Connell

    Gallagher Bassett


    Sarah O’Connell

    Gallagher Bassett

    Sarah O’Connell is the Executive General Manager for Risk Control Gallagher Bassett New Zealand. 

    Prior to its acquisition 18 months ago, Sarah owned, led and grew a diverse workforce – TriEx, to become New Zealand’s leading national workplace health, safety and wellness provider. For most of this time Sarah negotiated this in the context of being a single Mother caring for her two daughters. 

    During her career she has dealt with many difficult people and had to balance managing many difficult conversations with the thousands of more light hearted ones. 

    From her own experience she is highly conscious of the importance of being able to address mental health, personally, professionally and with those she supports. 

    She is a certified Board Director of six years. 
    Business coach and mentor of 15 years. 
    Yoga teacher.

  • Richard Nicholson

    Crawford NZ

    Richard Nicholson

    Richard Nicholson

    Head of InnoCo, and Chief Strategy & Innovations Officer
    Crawford NZ

    Richard Nicholson - Head of InnoCo, and Chief Strategy & Innovations Officer for Crawford NZ.

    Richard is a strategy and innovation specialist experienced in working with incumbents, entrepreneurs and the investment community to help bring ideas to market. He has been actively involved in the insurance industry for the past five years, and along with strategy for Crawford New Zealand, he heads up InnoCo – established in 2018 with a mandate to engage with new and emerging technologies, whilst exploring innovative and scaleable business solutions suitable for the insurance industry.

    Richard focuses on the future of the customer, and how businesses respond by re-framing or extending existing boundaries and develop new products and services that ultimately transform customer's expectations of relevance, usefulness, and engagement experience.

    Richard is a member of the InsurTechNZ Working Group, within FinTechNZ. 

  • John Shipman

    JB HiFi Insurance Division

    John Shipman

    John Shipman

    General Manager
    JB HiFi Insurance Division

    John Shipman is the General Manager of the JB HiFi and The Good Guys Insurance Division. He is arguably Australasia’s leading Insurance Replacement expert having had over 16 years’ experience in managing the replacement of Consumer Electronics and White Goods for the insurance industry.

    Starting as a Commercial Manager in New Zealand, he was promoted to oversee Australia and New Zealand Insurance relationships in 2009 and relocated to Melbourne Australia in 2011. John manages three
    customer service teams and has developed them to become market leaders. The JB HiFi Insurance Division has made remarkable market share growth over the last five years under his leadership in Australia. 

    Building relationships is John’s specialty and enabled him to make a lot of friends within the insurance industry. John is passionate about Customer Service and led his teams in Australia and New Zealand to win Five ANZIIF and one Supplier Service Awards. This was a pioneering moment as no other Electronic Retailer won these awards previously. 

    His innovative ideas are always customer-centric and established new exciting replacement models that shorten claim life cycles. 

    He is an avid sports fan and as a South African born Kiwi, now living in Australia, finds it easy to support a winning team.


ANZIIF gratefully acknowledges the generous assistance and support of the event organising committee. 

  • Crossley Gates, Partner, Keegan Alexander
  • Sara Malins, General Manager - Operations, Sedgwick
  • Janine Mostert, Client Relationship & New Business Manager, Sedgwick
  • Tanya Parrel, New Zealand Claims Leader – Willis Towers Watson


Sponsorship opportunities for this event are still available. For more information on how your organisation can benefit as a sponsor of this leading professional development event contact Sara Cheong, Sponsorship Executive, by phone +61 3 9613 7200, or email.




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9 Oct 2019

  • Stamford Plaza Hotel
    22-26 Albert Street, Auckland
  • Registration: 12.30 pm - 1.00 pm
    Seminar: 1.00 pm -
    4.30 pm
    Networking: 4.30 pm - 5.30 pm
  • 3 Points
  • Member $263
    Non-Member $335
    Group (2 or more):
    $85 per person