the developing role of the loss adjuster 14 th september 2010 george moss
DESCRIPTION
Royal Sun Alliance Pearl Phoenix Guardian Royal Exchange General Accident Commercial Union London & Edinburgh Norwich Union Client base sTRANSCRIPT
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The Developing Role of the Loss Adjuster
14th September 2010
George Moss
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Some things have changed, others have not
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• Royal• Sun Alliance
• Pearl• Phoenix• Guardian
• Royal Exchange• General Accident
• Commercial Union• London & Edinburgh
• Norwich Union
Client base - 1980s
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Client base - 2010
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• The rise of the procurement function
• Panel arrangements
• Centralised claims handling by insurers
• Diminished requirement for local relationships
• Changes in ownership and branding of loss adjusters
Developments
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• Claims preparation work
• Outward portability
• Regulation
• Treating Customers Fairly (TCF)
Developments
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• Is the title ‘loss adjuster’ still representative of the role we play today?
• Increased segmentation of the role
• Career progression
• Technology
• Management Information
Loss adjuster?
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• Household – FNOL/Validation/Fulfilment/MI• Commercial• BI & accountancy-related services• Agri• Marine & Transportation• Liability and litigation support• Construction & Engineering• Fraud• TPA• Subsidence• Claims preparation• Consultancy
Product lines
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• Trust
• Integrity
What hasn’t changed?
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• Legal Services Act 2007
• Technology
• Opportunities to use skills in other areas
The future
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• To have a value proposition for the disparate constituent groups within its membership
• To offer value for money
• To be relevant
The challenge for CILA
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Yes, provided we continue to adapt to a rapidly changing financial services industry and…
• Provided we innovate
• Provided we can evidence the value we bring in the resolution of mainly claims matters
Will adjusting survive?
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Introduction
• Where we’ve come from and where we are going
• Complex commercial claims ie. high value but low volume