Diary of an Insurer: Gary Clift of McLarens

Monday

My morning begins with a 5.30am spin class, followed by a walk with my dog to set myself up for the week ahead. 

At 08.30am I join a European management team meeting where we discuss what is happening across the European network and any wider global network updates if needed.

Mondays consist of reviewing any new claims that we were instructed on over the previous weekend and assigning them to the various members of the wider team. 

These often include birdstrike, which can result in significant damage to the engine’s internal gas path, runway excursions, ground handling events, and almost always one or more light aircraft accidents.

Each claim is reviewed in detail; a number may require on-site surveys to be undertaken to ascertain the cause of loss and damage severity to allow us to report fully to insurers, with the remainder being handled on a desktop basis.

Later in the day, I log into the McLarens claim management system to review and plan my weekly tasks. 

An operator has presented costs concerning a Boeing 787-8 that underwent a complex composite repair due to a lightning strike event. 

The repair costs are substantial, and I spend time reviewing all the supporting documentation to ensure the costs are incident-related and communicate with the insured before preparing a comprehensive report for insurers.

Tuesday

On Tuesday, I head to our Heathrow office to catch up with the claims team in person. 

Handling aviation claims on behalf of insurers requires extensive technical knowledge often gathered via the team, and strong reporting skills, so these in-person catch ups are invaluable.

Aside from my claims handling activities, mentoring and training are a big part of my role. Guiding newer team members is a key responsibility, and I take time to review their reports, offering constructive feedback on structuring technical information clearly and concisely. This builds their confidence and strengthens our team’s capability.

In the afternoon I participate in an audit of a number our files with a leading insurer, which thankfully we pass. This confirms that we are meeting the high standards expected by our clients. The process also allows me to identify any areas for further improvement in our processes.

Wednesday

Today is an early start to take a flight from London, UK, to Hannover, Germany to undertake an inspection of an International Aero Engines V2500 engine, which is a powerplant used on the Airbus A320 series aircraft. 

Engine claims are often complex and can be very expensive requiring detailed investigation which is the reason for the site visit.

On arrival I meet with the client’s engine technical representative to discuss the circumstances surrounding the incident and the findings that have been reported to date.

We then move to the shop floor and meet with the Motoren und Turbinen Union GmbH engineers, and undertake a detailed inspection of the fully disassembled engine. 

It becomes clear that the engine ingested a large bird during take-off resulting in significant impact deformation throughout the engine, with repairs costs estimated to be in the region of $2.5m (£1.9m).

Following detailed discussions, I head back to Hannover airport for my return flight to the UK, finally getting home at 10pm in the evening.

Thursday

Today is about hands-on learning. Along with several team members, we are hosting an ‘Up Close and Personal’ course at Cotswold Airport for a group of underwriters and brokers. 

The purpose of the course is to show our clients around a number of live aircraft including the Boeing 737-800 and Boeing 747-400 in order to share our knowledge and experience of aircraft and their associated systems, as well as the challenges faced repairing these complex machines.

For many underwriters and brokers, having the opportunity to see an aircraft up close, rather than just reading about them in our reports, help them understand why repairs can be so costly and complex.

In the afternoon, we move to the aircraft scrap area, where old aircraft that have been withdrawn from service are cut up and sent for recycling.

By the end of the day, our clients leave with a deeper understanding of aircraft, complex repairs and the potential costs involved.

Friday

Today, I’m heading into London for a breakfast presentation on the topic of composite aircraft disposal with a leading insurer. 

With the increasing use of carbon fiber-reinforced composites in aircraft manufacturing, the cost and process of aircraft recycling have changed significantly, affecting both operators and insurers, as traditional aircraft disposal methods are no longer applicable. A lively discussion followed.

Later in the afternoon, a new instruction is received for an aircraft that was pushed onto a soft verge, subsequently sinking up to the axles. 

After a review of the situation, I formulate a recovery plan. A member of the claims team travels to Farnborough Airport to meet with the operator and implement the recovery plan, The aircraft was successfully recovered to the tarmac apron area after a lot of digging.

Working in aviation claims means no week is ever the same, and I enjoy the unpredictability as we never know what we will get involved with, it’s what makes the job interesting and rewarding.