Cila’s John Bissell on the future of loss adjusting

The Chartered Institute of Loss Adjusters exists to support the professional development of loss adjusters and more generally promote the delivery of fair and speedy claims outcomes, thereby ensuring customer satisfaction, reducing future losses and bolstering public confidence in insurance.

In an era marked by complex risks, such as climate change, cyber threats and geopolitical tensions, loss adjusters are at the vanguard of not only recognising these risks, but also in devising and integrating solutions into comprehensive risk and exposure management strategies for policyholders and insurers alike.

With rapid technological advancements such as artificial intelligence, data collection and analytics, loss adjusters face the challenge of harnessing these tools while remaining a people-focused business that supports often vulnerable policyholders in their times of need.

Upholding technical excellence

At the core of loss adjusting lies a wealth of technical expertise. With this in mind, Cila is committed to maintaining and elevating professional standards through a world-class qualification framework. 

Our efforts in training and qualification, including the continuous review of syllabi and learning materials, ensure that they stay relevant and effective. By increasing the number of professionals achieving qualifications, we aim to instil confidence in employers and clients while showcasing a robust knowledge base.

The art of people skills

Insurance remains fundamentally a people business, where trust is the cornerstone of every interaction.

 The ability to build trust is contingent upon the interpersonal skills adjusters demonstrate with each claim. Adjusters must listen to the policyholder’s needs, assess the situation, gauge customer characteristics and determine the best communication strategy throughout the claim’s lifecycle.

Cila will place a growing emphasis on supporting adjusters in their development of soft skills. 

This commitment to professional and ethical behaviour is paramount, especially when supporting policyholders during their most challenging times.

Embracing technological developments

The industry is transitioning towards a digital model, integrating data and technology to enhance the efficiency and quality of client services. The challenge for adjusting firms is to implement technology in a way that complements the adjusting process without overshadowing the human skills that are vital to the profession.

From Cila’s perspective, ensuring that our professional development offerings evolve with the market’s changes is crucial. We must prepare adjusters to leverage technology effectively while maintaining the human connection that is so essential to their work.

Addressing the talent challenge

These considerations will be meaningless if we cannot attract the next generation of adjusters. The industry faces an ongoing challenge in finding and nurturing talent. 

Here, Cila plays a critical role, assisting firms in providing clear career progression pathways and professional qualifications and addressing broader industry issues such as diversity, equity and inclusion.

We must also enhance the visibility of loss adjusting as a profession to attract talent from schools, universities and other industries. 

As the voice of the loss adjusting profession, Cila has a key role to play in raising awareness and inspiring the upcoming generations to pursue this vital path.

Envisioning the future adjuster

What will the loss adjuster of the future look like? This profession has consistently demonstrated its resilience and ability to innovate. 

Loss adjusters will need to be multiskilled and equipped with a resourceful 'can-do' attitude, ready to adapt to an ever-evolving landscape. 

They will be tech-savvy, yet empathetic, analytical yet compassionate – melding the best of technology with the irreplaceable human touch.

As we look to the horizon, we are focused on preparing loss adjusters who are not only technically proficient but also adept in human relations. 

Our goal is to ensure that as the profession advances, it retains the trust and confidence of those it serves. 

By striking the right balance, we can future-proof the profession, ensuring it remains indispensable in a world where both risks and opportunities are constantly emerging.