Why loss adjusting is not just a science – it is an art

Steven Wallace, president of the Chartered Institute of Loss Adjusters and McLarens UK & EMEA’s managing director, said for loss adjustors on the ground technology has been great but it does create challenges when it comes to ensuring his profession remains an art.

He said: “With technology comes an expectation of immediacy. We do need to bear in mind that adjusters do need to find the space to develop the right solutions and bring about the right settlement outcome.

“The profession is now a profession of professions. The skillset that exists is much broader but that underlying, fundamental requirement of a loss adjuster is pretty broad in terms of what is expected of them.

“That empathy and ability to connect with people, that ability to find solutions and think outside the box is where the adjuster's journey goes to as they develop within the profession.”

Suzanne Ferguson, head of general property at Crawford, said technology developments created a much more connected claims environment and could free-up loss adjusters to empower them in the more artistic side of their work.

Glyn Brookes-Humphrey, director of regional operations, North, for Woodgate & Clark, recommended support and mentoring from experienced colleagues was key to learning the art of loss adjusting.

He said: “It is an art and there is a knack to it. Not everyone can do it.”

The trio also reflect on the skills and knowledge required to develop a career in loss adjusting today, how artificial intelligence could transform the sector plus why you need to look beyond the science as there is often more than one right answer to settling a claim.

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