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This week, Ruth is joined by Head of Fraud at Mulsanne Insurance, part of the Abacai Group, David Taylor, along with Keoghs’ Ben Leech and Matt Ruck to analyse where the insurance industry stands with fabricated or inflated rehabilitation in personal injury claims.

Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on the role of mental well-being in the contact centre space.  Keith and Ben Hurrell, Head of Learning Experiences explore the impact of COVID and a changing world on resilient leadership skills, the challenges people face and how contact centre leaders...

The seventh episode of our Fighting Fraud podcast gets into the nuts and bolts of fundamental dishonesty.   This week, Ruth is joined by Keoghs Partner Danny Newton, and Director of Casualty Fraud, Emma Welsh, who are looking at every angle of fundamental dishonesty across motor and casualty claims.

The third episode in our Market Affairs podcast series is now available to download, discussing the MoJ Part II whiplash consultation. In this episode Natalie Larnder is joined by Ruth Needham and Gary Herring to take a closer look at the MoJ Part II whiplash consultation and what the MoJ have and haven't considered in relation to fraud and credit hire reform.

The sixth episode of our Fighting Fraud podcast dips another toe into the OICP waters, this time with special guest, Gee Oldford, Claims Crime Prevention Technical Controller at LV=.  Ruth continues the “never ending story” of the Portal and fraud, with Gee and Ben Leech analysing the early indicators of what we’re likely to see going forward. 

Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manage customer experience to ensure that CMeX scores stay on top, now and in the future? Ben Hurrell is joined by Luke Cuthbertson, Consulting Director and Lee Russell, Client Solutions Director, to discuss how organisations can overcome CMeX challenges,...

Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer experience into it.  Ben and Learning Leader, Kelly Schmidtke take a broad deep dive into the intersection between them both that touches on reskilling, CX operations and the changing expectations of customers through omni-channel approaches.

The fifth episode of our Fighting Fraud podcast is now available, looking at private prosecutions. This week Ruth is joined by Mark Stanger, Barrister and Keoghs Head of Advocacy, to discuss exactly what a private prosecution entails along with the positives and negatives to this approach when fighting insurance fraud. Mark also shares some of his more unusual experiences from trials during the pa...

The second episode in our Market Affairs podcast series is now available to download, discussing the Damages Claims Portal Pilot Scheme. In this episode Calum McPhail and Natalie Larnder examine what types of claim the pilot scheme covers, and the timeline for its roll-out.

The fourth episode in our Fighting Fraud series is now available to download, discussing where we currently stand with fraud and the OIC Portal.  This week Ruth is joined by Keoghs Partner, Ben Leech and James Babington, Motor Fraud Consultant from Ageas Insurance, to talk through their experiences so far and whether the “tap is being turned on”. 

The first episode in our Market Affairs podcast series is now available to download, discussing recent changes to the Highway Code which came into effect at the end of January this year. To kick off the series, Samantha Ramen and Natalie Larnder look at how the Highway Code has recently changed in an effort to enhance safety for all road-users – particularly those most at risk.

What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sharp focus on leadership capability and capacity! David Holmes, Director of Operations, Europe & Global Segments joins The Learning Noodle to share his thoughts on how to transform a surviving organisation into a thriving one through leadership.

Welcome to the third episode in our 'Fighting Fraud' series. This week Ruth Needham is joined by Partner and Director of Casualty Fraud, Emma Welsh, to consider all elements of this ever-expanding area of insurance fraud. 

In the second episode in our Fighting Fraud podcast series, Ruth Needham is joined by Keoghs Deputy Director of Fraud Rings, Sarah Moat to look at the key developments in fraud rings over the last 12 months and their predictions for how the landscape could change in the next year or two.

In this first episode, Ruth is joined by Emma Welsh, Ben Leech and Ryan Sweetnam from the Keoghs fraud team to chat through the current landscape and where the key battles will be fought as the year progresses.

We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real investment that solves organisational challenges, and hear Sebastian Tindall, Head of Learning & Development at Vitality share his top tips on to how to demonstrate the value that high-performing learning teams bring to an organisation in our lates...

Fifteen years ago, it wasn’t uncommon to work at one company, in the same role through an entire career. Look at your grandparents for example, it’s likely they worked in the same role for most of their careers. With the advances we see in technology, people now have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people who don’t get that opportunity o...

The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and development?  Listen in as Darren Jackson, Head of People Development and Workspace at Correla reflects on how the pace of CX change is impacting learner expectations. 

Kari Hansen and John McKie are joined by Willis Towers Watson's Retail Practice Leader, Kelvyn Sampson, for the second Taking Stock podcast. In this episode, our experts discuss the hard insurance market. We look at what this means for retailers across casualty and motor policies and how retailers can mitigate this risk.         Kari Hansen (Head of Retail), John Mckie (Partner), at Keoghs an...

As we continue to work remotely and have adjusted to a new way of working for the last year, Robert Smith, Rebecca Gargan and Oliver Bingle from Keoghs legacy team have joined up for this short podcast to discuss their experiences of remote trials and what future hearings may look like. Robert Smith (Partner), Rebecca Gargan (Associate), Oliver Bingle (Associate) at Keoghs. www.keoghs.co.uk

Following our article discussing the much awaited passing of the "Redress for Survivors (Historical Child Abuse in Care) (Scotland) Bill", on this short podcast, we provide further details of the Bill, and most importantly, what this update means for survivors of historical abuse. We also look at the non-redress options for survivors, as well as who will benefit from the scheme. Calum Fi...

In 2017, the Scottish government passed the Limitation (Childhood Abuse) (Scotland) Act 2017. This was a landmark law that removed the 3 year limitation period for civil actions relating to historic abuse that occurred after 26 September 1964. In this episode, Daniel and Laura chat through the first case in which that Act was comprehensively considered, JXJ v the de la Salle Brothers. Daniel Tyler...

Following the recent article covering the "Mental Capacity Act" in relation to care sector vaccinations, Legacy Partners Terry Zindi and Peter Kenworthy have teamed up with Associate, Shelley Hawker, for this short podcast to discuss the issues raised in more detail. 

Kari Hansen and Hayley Riach team up to produce the first in a series of short podcasts elaborating on the risks detailed in in our recent Future of Retail Claims guide. The first episode delves into some of the numbers and causes underpinning changing behaviours and claim types. Kari Hansen (Head of Retail), Hayley Riach (Technical Lead)  at Keoghs.  www.keoghs.co.uk