Diary of an Insurer: Criterion’s Helen Stanley

Monday

My Mondays are often reserved for catching up on everything. I try to keep visits to a minimum and carve out the morning for essential admin: checking diary updates, clearing the weekend’s backlog of emails, chasing suppliers and insurers, and tying off outstanding reports. 

It’s a chance to reset, review the week ahead, and prep for what’s coming.

Of course, as with any day in loss adjusting, interruptions are inevitable. Today I took a call from a broker regarding a sensitive theft claim involving high-value jewellery. The insured has limited documentation to support ownership. 

It’s a difficult and emotional case, and they are understandably distressed. We’re working closely with the jewellery supplier to re-evaluate their assessment after I uncovered some inconsistencies in their methodology – particularly where the valuation didn’t reflect a true like-for-like basis. 

There’s an art to these conversations, balancing empathy with clarity.

I also had a frank but supportive call with the insured, offering guidance on future best practices, like obtaining updated valuations every three years and storing digital copies of documentation. 

It’s not just about processing claims – it’s also about empowering clients to be better prepared for the future. Education is a big part of the job, even if it’s not written into the job description.

Tuesday

I was out on the road early to Suffolk to review progress for a major loss flood claim, which has been ongoing for over a year. 

I’d been meaning to arrange a joint revisit with the surveyor to check the progress of repairs, and since both our diaries miraculously aligned, I confirmed the visit at short notice late on Monday. 

Repairs are in progress with the appointed contractor however, some changes in the scope and queries regarding materials required review. Seeing the property first hand gave me a better understanding of how the repairs were progressing.

I always try to make time for the gym on Tuesdays. Weight training helps me decompress and reset. It’s a good counterbalance to the unpredictability and complexity of claims work and a reminder that even loss adjusters need structure somewhere in their lives.

Wednesday

Back in the office today I had time in the morning for catching up with emails, reports and claim updates from having been out on the road for most of the day Tuesday.

I’ve inherited a particularly challenging case, which is a large storm-related claim that also affected a bed and breakfast business. 

The property suffered significant damage during last winter’s storms, and while most structural repairs are now complete, the policyholder has submitted a proposal for compensation due to loss of earnings. Unfortunately, the claim appears to exceed the policy limits. 

A detailed review of the file was required, alongside discussions with the insured and preparation of a proposal to insurers.

I also had time to review a few more claims from earlier this year that had been parked while waiting for further evidence. It’s amazing how quickly a “to be reviewed” folder can become a graveyard for unresolved cases if not regularly maintained. 

I made progress on two claims involving water damage and managed to push both forward with requests for further information.

Thursday

Today, I travelled to London to join my colleagues at Criterion for a full-day catch-up session. These gatherings are incredibly valuable, providing a rare opportunity for the whole team to come together and share insights, updates, and plans for the future. 

We covered a wide range of topics, including the current challenges facing the high-net-worth claims market, strategic initiatives we’re working on, and the evolving needs of 

our clients.

What I appreciate most about these sessions is the chance to connect in person with so many talented and experienced colleagues. 

Being able to exchange ideas and perspectives with such a knowledgeable team is both inspiring and energising.

There’s something powerful about being in the same room with people who share your passion and commitment to excellence. 

It reinforces a sense of collaboration and purpose that can be hard to replicate remotely. I leave today feeling reconnected, aligned, and more confident than ever in the direction we’re heading.

Friday

I was on the road early visiting an escape of water claim site in Suffolk. The drive was long but worthwhile. There’s something about being on-site that you just can’t replicate through phone calls and photos.

The property is a Grade II listed domestic property in Suffolk – a stunning 16th-century home with all the quirks and charm you’d expect from a building of that age. 

I’d appointed a leak detection firm a few weeks earlier after the homeowner reported damp patches appearing in various rooms. Progress had been delayed due to the presence of suspect materials requiring asbestos sampling – a common issue in historic properties.

Now that the test results are in and clear, I was finally able to complete my initial site assessment. Repairs are ready to move forward. A drying contractor is scheduled to begin work tomorrow, and I’ll follow up with the policyholder mid-week to check progress and ensure they’re feeling supported.

After returning home late in the evening, I documented the visit and updated the claim file with photos and notes. I always aim to capture details while they’re fresh. Memories fade, but good records last.

The site visits this week reminded me how much I love the variety in this job. One day you’re handling spreadsheets and policy wordings; the next, you’re walking through a centuries-old building diagnosing leaks with infrared cameras. It keeps you on your toes, and no two days are ever quite the same.