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FOCUS THE CHARTERED INSTITUTE OF LOSS ADJUSTERS CLAIMS Read to gain 1 hour of CPD Issue 33 May 2021 PLANTING PROTECTION FOR OUR PLANET The Zurich Forest p.6 Caring through Claims – My career story by Steph Marquez Cert II p.12 Passivhaus Standard p.10

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Page 1: CILA | Chartered Institute of Loss Adjusters

FOCUSTHE CHARTERED INSTITUTE OF LOSS ADJUSTERS

CLAI

MS

Read to gain 1 hour of CPD

Issue 33May 2021

PLANTING PROTECTIONFOR OUR PLANET

The Zurich Forest p.6

Caring through Claims – My career story by Steph Marquez Cert II

p.12

Passivhaus Standard

p.10

Page 2: CILA | Chartered Institute of Loss Adjusters

Claims Focus May 2021 . 32 . Claims Focus May 2021

Claims Focus May 2021Claims Focus May 2021

CLAIMS FOCUSWhether it is hugging a family member, enjoying a restaurant meal or taking a trip to the theatre, plans for the future are now being made. Your plans may include aspirations for your career and how you want your future at work to look. To help inspire you we have launched a new CILA Qualification Prospectus for 2021 with the theme of “Shape your future in claims”.

There is also the question of where you will work with discussions underway in many workplaces about hybrid working models, working from home and the use of office space. On page 12 we hear from Steph Marquez who has made her career in the desk top handling of claims.

The businesses we work in continually evolve and it is a reflection of this that we are proposing some changes to our Charter and Bye-Laws. Our President, Shaun Kelly, shares some insight into the proposed changes and invites voting members to attend an Extraordinary General Meeting on 6th July (page 16).

The way we work and handle claims in the future will undoubtedly be shaped by concerns about climate change. We have included two articles relating to the climate in this edition. First, tree planting initiatives by the insurance sector (page 6) and second, the design and construction of buildings to the Passivhaus standard (page 10).

Our support for exam candidates will continue in the coming weeks, with a series of webinars on the Advanced Diploma AD1 exam to be delivered by Chartered Loss Adjuster, Dr Marc Sweeney of the Thornton Group. We are also excited to introduce you to our new recruits to the CILA team, Tia Harriott and Asya Altinok (page 15) and to congratulate Reeya Tosar who is now on maternity leave following the birth of her daughter Anaya.

CONTENTS:04 QUALIFICATION SUCCESS

09 HAWKINS 2021 WEBINARS

10 PASSIVHAUS STANDARD

14 STUDY SUPPORT & CPD

15 SAY HELLO TO THE NEW MEMBERS OF THE INSTITUTE TEAM

16 DEVELOP YOUR SKILLS AS A SCHOOL GOVERNOR

16 EXTRAORDINARY GENERAL MEETING

W E L C O M E T O

Alison Gamble, CILA Technical Marketing Manager

Malcolm Hyde, CILA Executive Director

12 CARING THROUGH CLAIMS06 PLANTING PROTECTION FOR OUR PLANET

Page 3: CILA | Chartered Institute of Loss Adjusters

QUALIFICATION SUCCESS

NEW ADVANCED DIPLOMA MEMBERS

Steven Allan IAS Group

Andrew Bone

Leanne Graham Crawford & Company

Steven Allan IAS Group

Andrew Bone

Leanne Graham Crawford & Company

NEW CERTIFICATE MEMBERS

Jeremy Anderson

Louise Billingsley Crawford & Company

Helen Brown Davies Group Limited

Carole Brown Sedgwick International UK

Sarah Cutteridge Sedgwick International UK

Dean Edwards Public Loss Adjusters Limited

Harvey Frost AMPM Public Loss Adjusters

Shrivatsav Gajapathi Miller International Loss Adjusters Ltd

John Goodwin Oakleafe Claims

Gillian GrahamAlex Heldth McLarens

Andrew Hill Crawford & Company

Kirsty Holmes Crawford & Company

Katie Hyslop Sedgwick International UK

Ci JangJames Kemsley Sedgwick International UK

Nigel Lambert Sedgwick International UK

Joanne Leonard Hiscox Insurance

Alec Lloyd

Andrea Loasby Aspray Ltd

John MacPhersonIan Marenghi McLarens

Yoshiyuki Nagayama

Szandra NagyDavid Naylor Crawford & Company

Karen Palmer Claims Consortium Group

Sunil Patel Charles Taylor Qatar

Aleisha-Gemma Popple Sedgwick International UK

Ian Pretty Sedgwick International UK

Deborah Quigley Sedgwick International UK

Marina Roberts Sedgwick International UK

Adrian Symons Specialist Lines Adjusting Limited

Daniel Walker Crawford & Company

Emma Weatherley Sedgwick International UK

Ryan Young QuestGates Ltd

Sean Clancy Crawford & Company

Luke Crowe Woodgate and Clark Limited

Jane Dando Charles Taylor Adjusting

Michael Dinan Sedgwick International UK

Charles EurellSean Fitzgerald Criterion Adjusters Ltd

James Miley Sedgwick International UK

Jose Panameno Lloyd Warwick International

NEW ASSOCIATE AND CERTIFIED MEMBERSSean Clancy Crawford & Company

Luke Crowe Woodgate and Clark Limited

Jane Dando Charles Taylor Adjusting

Michael Dinan Sedgwick International UK

Charles EurellSean Fitzgerald Criterion Adjusters Ltd

James Miley Sedgwick International UK

Jose Panameno Lloyd Warwick International

Isaac AduAngus CottellStephen Cromb Sedgwick International UK

Emer Cunningham McLarens

Mark Gamage Sedgwick International UK

Denise Jordon Sedgwick International UK

Steven Smith Charles Taylor Qatar

Theresa Tate Crawford & Company

Patrick Toole Woodgate and Clark Limited

NEW DIPLOMA MEMBERSIsaac AduAngus CottellStephen Cromb Sedgwick International UK

Emer Cunningham McLarens

Mark Gamage Sedgwick International UK

Denise Jordon Sedgwick International UK

Steven Smith Charles Taylor Qatar

Theresa Tate Crawford & Company

Patrick Toole Woodgate and Clark Limited

Jeremy Anderson

Louise Billingsley Crawford & Company

Helen Brown Davies Group Limited

Carole Brown Sedgwick International UK

Sarah Cutteridge Sedgwick International UK

Dean Edwards Public Loss Adjusters Limited

Harvey Frost AMPM Public Loss Adjusters

Shrivatsav Gajapathi Miller International Loss Adjusters Ltd

John Goodwin Oakleafe Claims

Gillian GrahamAlex Heldth McLarens

Andrew Hill Crawford & Company

Kirsty Holmes Crawford & Company

Katie Hyslop Sedgwick International UK

Ci JangJames Kemsley Sedgwick International UK

Nigel Lambert Sedgwick International UK

Joanne Leonard Hiscox Insurance

Alec Lloyd

Andrea Loasby Aspray Ltd

John MacPhersonIan Marenghi McLarens

Yoshiyuki Nagayama

Szandra NagyDavid Naylor Crawford & Company

Karen Palmer Claims Consortium Group

Sunil Patel Charles Taylor Qatar

Aleisha-Gemma Popple Sedgwick International UK

Ian Pretty Sedgwick International UK

Deborah Quigley Sedgwick International UK

Marina Roberts Sedgwick International UK

Adrian Symons Specialist Lines Adjusting Limited

Daniel Walker Crawford & Company

Emma Weatherley Sedgwick International UK

Ryan Young QuestGates Ltd

HERE ARE OUR MEMBERS WHO HAVE ACHIEVED QUALIFICATION SUCCESSSINCE THE MARCH 2021 EDITION OF CLAIMS FOCUS

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Claims Focus May 2021 . 54 . Claims Focus May 2021

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Page 4: CILA | Chartered Institute of Loss Adjusters

As society understands and becomes more aware of the devastating impacts of climate change, businesses around the world are having to consider their own impact on the environment and what can

be done to tackle climate change.

At Zurich, we are dedicated to providing sustainable, eco-friendly services while protecting our customers. It is our ambition to become one of the most responsible and impactful businesses in the world. In June 2019, Zurich signed up as the first insurer to the Business Ambition for 1.5°C Pledge aimed at limiting average global temperature increases to 1.5°C above pre-industrial levels.

The “Zurich Forest” ProjectOur 1.5°C roadmap is closely connected to our business. However, deforestation and loss of biodiversity are key factors in accelerated global warming. Deforestation is currently responsible for 17% of CO2 emissions. This is because a single tree can offset up to 250 Kg of CO2 in its lifetime1. Reforestation can, therefore, be a powerful tool in addressing climate change. With the impacts of climate change being felt more and more each year, the need for reforestation projects has arguably never been more important and urgent.

Zurich Insurance Group has agreed to sponsor a targeted, sustainable reforestation project in Brazil to convert barren farmland back into native forest that is rich in plant and animal life. The eight-year project will help to restore Brazil’s Atlantic Forest, the ‘other’ Brazilian rainforest, by planting 1 million carefully selected native trees in collaboration with non-profit organization Instituto Terra.

Instituto Terra aims to re-create native forests, restore the biodiversity of plants and animals, protect soil, and to revive and maintain water sources on the former cattle farm

“Bulcão” in the Doce river valley in Brazil. This area was originally covered by the Atlantic Forest, a biodiversity hotspot. Due to deforestation and other human activities only 7% of the original forest is left intact2.

Zurich’s grant covers the planting of an additional one million seedlings over an eight-year project, further supporting the growth of healthy native forest. Scientifically selected seedlings will be planted in three different areas. This is to ensure that the forests will become fully self-sustaining and biodiverse in the coming decades. In total, 800,000 seedlings will be planted with another 200,000 seedlings replanted. Together they will cover a total area of 700 hectares or 1,730 acres of land. The starting point will be a list of 300 species of trees and shrub-trees of seasonal forests taken from a list of more than 600 native species from the region where Bulcão Farm is located. These will serve as a basis for a later selection of 80 to 120 species to be planted each year over the term of this project.

Tree NationAs part of Zurich UK’s continued efforts to reduce its environmental footprint and support the Paris Agreement’s target of limiting global warming, we have teamed up with reforestation experts, Tree-Nation, to leverage the brilliance of nature to remove excess CO2 from the air in order to contribute to a more sustainable tomorrow.

Tree-nation are an organisation who run reforestation projects around the world to tackle rising CO2 emissions. For Zurich in the UK, there are various tree-planting activities which employees and customers, both personal and commercial, can take part in. For example, personal lines customers can use the motor or property portals to plant a tree when putting forward their claim to Zurich. Once selected, they are directed to Tree-Nation who detail how customers are contributing to reducing carbon and truly making a difference.

In this article the insurance company, Zurich, share their ambitions for a sustainable future, including an inspiring tree

planting project called the Zurich Forest.

1 https://www.zurich.co.uk/news-and-insight/planting-trees-to-tackle-climate-change 2 https://www.ioes.ucla.edu/wp-content/uploads/Giorgi-F07-fieldreport-FIN.pdf

PLANTING PROTECTION

FOR OUR PLANET

Claims professionals may be hesitant to plant trees having dealt with claims for tree root ingress to drains, falling trees in a storm or

subsidence damage but science tells us that trees are hugely important to the health of our planet and, in turn, our future.

Claims Focus May 2021

6 . Claims Focus May 2021

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Claims Focus May 2021 . 7

Page 5: CILA | Chartered Institute of Loss Adjusters

Specialist forensic investigation services for the global insurance, legal and risk management professions

• Acoustics & Audiology• The Built Environment• Contamination• Digital Forensics • Electrical Engineering• Escape of Water, Gas & Fluids • Fire & Explosion • Fraud• Hydrology

• Materials Failure • Mechanical Engineering• Personal Injury • Power & Energy • Process Engineering • Railways • Road Traffic Collisions • Shipping & Marine • Vehicle, Plant & Machinery

Contact Hawkins 24 Hrs:UK +44 207 481 4897Dubai +971 4372 1262Hong Kong +852 2548 0577Singapore +65 6202 9280

www.hawkins.biz

The experts at Hawkins have delivered a series of webinars in 2021 and the recordings are now available to view via the Hawkins website: https://www.hawkins.biz/news/article/hawkins-2021-webinars-civil-engineering-the-built-environment

A Smashing Material: Glazing failure investigations and how to crack themAn introduction to various types of common glazing failure, including: impact, edge damage, thermal shock, and inclusions – and what to do when one is discovered.

When Beauty is Only Skin Deep: Cladding and façade failures A review of structural cladding failures, including wind loading, water ingress, and warning signs to look out for.

Underground Swimming Pools: Basement Drainage IssuesAn overview of the requirements of the Building Regulations in relation to drainage from basements, and case studies of failures that have resulted in flooding of basements.

SHARING FORENSIC EXPERTISE ON TOPICS SUCH AS:

Blow Me Down: Surprising wind-induced failures of buildings and structures An explanation of the numerous factors influencing wind load on buildings, and some case studies illustrating how wind-induced structural failures are usually caused by a problem with either the design or construction.

Building Cracking: Excavations, Bad Vibrations & Investigations How to identify the causes of problem cracking in a building – due to movement, humidity, or foul play.

GIVING BACK, ONE TREE AT A TIME It is not just insurers who are planting trees to protect our planet, CILA member, Matt Deller persuaded his employers, Crawford & Company to establish a replacement planting scheme in partnership with the Woodland Trust.

Lynn Cufley from Crawford & Company explains more:

Sustainability is becoming more critical for businesses across many different industries, but understanding how to specifically tackle the issues that your own business causes can deliver the most profound impact.

Crawford & Company has always looked at ways to develop our sustainability program in line with our most significant community and environmental impacts, taking some of the best ideas and initiatives directly from our people. Following a company competition in recent years, we have run with small ideas like a switch off campaign to encourage people to turn off computers as they leave for the evening and a single-use plastic cups reduction initiative.

However, one noteworthy suggestion that has had a measurable impact came from our in-house subsidence expert, Matt Deller.

Subsidence is a common problem in the UK, and is an issue that affects thousands of households and businesses. Subsidence claims cost insurers around £400m per year, and approximately 60 - 70% of those claims are considered to be due to the influence of trees and other vegetation.

Many trees are removed to protect properties affected by tree root damage. Tree loss due to subsidence damage claims can have a high negative impact on the environment in the communities we serve.

Matt’s idea was that we should plant a replacement tree for every tree subsidence had to pull up as a consequence of an insurance claim. At the time, we committed to checking each year how many trees were sacrificed a year and logging the data. We then looked to how we could implement a replacement planting scheme, which we now do in partnership with the Woodland Trust.

Together, we now ensure that we plant as many as 400 trees a year. In fact, since the initiative first started, we have paid for around 1300 trees to be planted across the UK.

Find out more about the Woodland Trust at https://www.woodlandtrust.org.uk/

These sort of industry initiatives are so important. It’s great to work for a company like Zurich who embrace Sustainability and actively support tree planting, both here and overseas”

Paul Redington, Zurich Insurance & Co-Deputy Chair of the CILA Property SIG

Since 2019, Life Insurance customers have trees planted on their behalf when they take out a policy as part of our ‘one policy one tree’ commitment. As of December 2020, Zurich UK Life Insurance customers have helped plant over 130,000 trees, with the initiative renewed for another year until December 2021.

For Zurich’s UK employees, trees are planted on behalf of colleagues who have been nominated for delivering exceptional service to customers. Additionally, at various award ceremonies, trees are planted on behalf of all nominees to demonstrate Zurich’s commitment to becoming one of the most sustainable insurers.

The significance of reforestation has only been ramped up by the COVID-19 pandemic. If ecosystems deteriorate further, the natural barriers between humans and potential reservoirs of disease begin to break down. However, successful reforestation requires planning, management and engagement and we hope that Zurich’s activity inspires colleagues, customers and local communities to recognise the importance of biodiversity and take action.

Lawrence Vousden, Head of Public Affairs & Sustainability, Zurich Insurance

Claims Focus May 2021 . 9

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HAWKINS8 . Claims Focus May 2021

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Page 6: CILA | Chartered Institute of Loss Adjusters

By Barry Ford, Technical Director & Chartered Architectural Technologist, Smithers Purslow

Claims Focus May 2021 . 1110 . Claims Focus May 2021

Claims Focus May 2021Claims Focus May 2021

PASSIVHAUS STANDARD

The buildings that we live, work and play in are one of the largest sources of carbon emissions and for many years now designers have been looking

at how we can reduce those emissions by looking at the building fabric and the technology we incorporate in buildings.

WHAT DOES IT MEAN AND WHAT ARE THE CONSIDERATIONS

FOR BUILDINGS CLAIMS?

All of us are aware of climate change across the planet and it is generally accepted that this is caused by global warming through carbon emissions. If we are to maintain an acceptable

environment for as long as possible we must seek to reduce these emissions.

Energy efficient building designPassivhaus is a standard for the design and construction of comfortable, highly energy efficient buildings with set performance targets, and currently is the gold standard towards achieving a net zero operational carbon building. A good Passivhaus design is based on:

• Simple building form – reduce the exposed surface area of the building to reduce heat loss.

• South-facing predominant facades – to maximise daylight and solar gains.

• High levels of insulation.• An extremely airtight building fabric.• Reduced thermal bridging.• High performance triple glazed windows with

window proportions that are based on orientation.• Natural purge ventilation from opening windows.• Efficient background mechanical ventilation

with heat recovery. This redistributes heat from hot areas of the building, such as kitchen and bathroom, and redistributes it to cooler areas such as living and bedroom.

Repairs to a Passivhaus buildingWhen refurbishing or repairing a Passivhaus building we have to carefully consider the design considerations that went into the original building. Hopefully these are apparent from the Building Manual, but a visual inspection will give us some clues as to the nature of the building. An obvious one will be that the windows are triple glazed, but an external wall that is thicker than normal in a relatively new construction is likely to indicate the nature of the building, due to the higher insulation values needed to achieve the Passivhaus standard.

A lot of heat is lost through uncontrolled air flow through a building, and this is why Passivhaus buildings are extremely airtight. Any refurbishment or repair of such a building must take this into account and ensure that the air-tight seal is maintained so that the performance of the building is not compromised.

Thermal bridging within the building fabric is also very important and so materials with low thermal conductivity are often specified, such as basalt wall ties in place of the more traditional galvanized or stainless steel. In a Passivhaus standard Nursery School Smithers

Purslow used Insulated Concrete Formwork for the structural inner leaf, which provides an airtight layer with very low thermal conductivity.

Failure to take such matters into account will mean that the refurbished building will under perform and even lead to further problems down the line such as condensation due to lack of thermal conductivity.

Building claims professionals need to have an awareness of Passivhaus technology and should it arise on a claim it is important to obtain sound advice from the outset. Smithers Purslow are passionate about sustainable design in the built environment and have been advising our clients about environmental considerations for over 20 years: helping them to have energy efficient buildings that save on energy costs and reduce their carbon emissions.

We are very pleased that we have been able to confirm our commitment to the environment and work towards carbon neutrality by achieving ISO 14001 accreditation. ISO 14001 is the international standard that specifies the requirements for an effective environmental management system, which is used to manage our environmental aspects and fulfill our compliance obligations in a holistic manner.

FIND OUT MORE: Via the CILA Technical Library, CILA members are able to access a webinar recording by Barry Ford entitled Sustainability in Construction. In this webinar Barry discusses climate change and the principles of sustainable development. He explores how building design can take advantage of what nature already provides in relation to light, temperature and ventilation. The importance of insulation and airtightness are discussed, along with alternative technologies for energy and water in buildings. The webinar also includes an example of a building designed to Passivhaus standards.

CONTACT: If you need assistance you can contact Barry Ford at the Manchester office of Smithers Purslow:

Suite 3A, Maclaren House, Talbot Road, Old Trafford, Manchester, M32 0FP

Telephone: 0161 8750600 Email: [email protected]

Page 7: CILA | Chartered Institute of Loss Adjusters

Claims Focus May 2021 . 1312 . Claims Focus May 2021

I love working in claims, but it was certainly not a role or a sector that I expected to be working in when I left college. At that time, I had ambitions to become a midwife and with that in mind

started my working life in the care sector. However, the realities and strains of shift work, combined with the extremely low pay, soon became apparent and drove me to have a rethink and consider a more traditional 9-5 office job.

This change of heart and direction took me to Lloyds TSB in Manchester, where I started a temp job in the back office focused on the “signature mandate database”. As fate would have it, I shared the bus to work every day with an old friend who worked at the loss adjusting company Carr Greenwood Smith (CGS). They mentioned in passing that they had a vacancy on their reception and, well, I got the job and started in 2001 at the age of 20 with no previous insurance experience.

And so it beganMy insurance journey had started – albeit more by osmosis than intent – and I started looking out for ways to progress. CGS had an account with a specialist Lloyd’s broker providing claims services under a third-party administration arrangement and I secured a role managing this account to cover a colleague’s maternity leave. The role required a fair amount of manual data entry to excel spreadsheets and at that time was largely unaided by modern automated data inputs. I soon became a master of Excel spreadsheets!

During this process, I established a good relationship with the client’s team and learnt a lot about the Lloyd’s market and how it operated. I also learnt about Bordereaux and loss funds and, believe it or not, I found this really interesting and immersed myself in the successful management of fund holding.

My eyes had been opened to future possibilities, so when the maternity cover was over and I was back at reception, I made my interest in becoming a desktop claims handler known. Again, good fortune came my way as the business gained new TPA accounts and decided to create a dedicated Claims Management Unit. I secured a role as account manager for the same account I had looked after whilst covering maternity leave.

The company was, and continue to be very supportive of career development, and with their encouragement I went on to pass the Cert CII.

The formation of Quadra in 2010 (by the former CGS team) saw me promoted to overall manager of the claims management unit and I now manage a team of 12 claims handlers servicing a range of accounts covering the Lloyd’s Market, household, park homes, property investors, residential let, and commercial schemes.

I believe that professional qualifications have really helped me in my development and in 2020 I was delighted to be asked to join the CILA Claims Management SIG which represents members who are involved in claims management.

Variety is the spice of lifeI really enjoy the variety of claims we handle as desk top handlers. In my role our clients are fairly niche, and we are not involved in high volume claims, providing a real opportunity to build strong relationships with clients – many of whom have become personal friends outside of work. Dealing with niche schemes also constantly presents new opportunities to learn, such as understanding the nuances of caravan and park homes which are so different compared with traditional property based on bricks and mortar.

Making a differenceOne of the core roles of any desk top handler is problem solving, and our team are highly skilled in getting difficult claims back on track, in building relationships with people from all walks of life and different backgrounds. Every claim is different and finding solutions is a very fulfilling role.

There are things that I would like to change, and I find it frustrating at times that some in the market seem to think that desk top handling is a lesser skill and fail to understand that handling a claim over the desk can be just as challenging as it is for a loss adjuster making a site visit and meeting customers face to face.

These gripes aside, I love my job. As I said at the outset, I never wanted a 9-5 role but then I never knew that it could be so rewarding, challenging, and stimulating, with no day the same. It may sound like a cliché, but I am passionate about insurance and my role in claims management, and in many ways, I have returned to my original plans of working in the care sector as the job is really about caring for customers and helping them get their lives back to how they were before their claim.M Y C A R E E R S T O R Y B Y S T E P H M A R Q U E Z C E R T C I I

Account Manager at Quadra Claims Services and member of the CILA Claims Management SIG

CARING THROUGH

CLAIMS

I never wanted a 9-5 role but then I never knew that it could be so rewarding, challenging, and stimulating, with no day the same. It may sound like a cliché, but I am passionate

about insurance and my role in claims management.

Claims Focus May 2021Claims Focus May 2021

Page 8: CILA | Chartered Institute of Loss Adjusters

14 . Claims Focus May 2021

Claims Focus May 2021 Claims Focus May 2021

Claims Focus May 2021 . 15

UPCOMING EVENTS

June

• How to train an International Loss Adjuster (International SIG) Webinar with John Matthews and Hugh Sparks

25th May

• Leases (Property SIG) Webinar with Darren Anderton, McLarens

STUDY SUPPORT & CPD

Chartered Loss Adjuster, Dr Marc Sweeney of Thornton Group, will be delivering a series of webinars in the coming months to support those who are working towards their Advanced Diploma exams. Look out for topics such as perils, conditions and warranties, commercial policies, regulation and ethics.

ADVANCED DIPLOMA EXAMS

AD2 – UNDERSTAND BUSINESS INTERRUPTION Webinar with Sue Taylor, Sue Taylor Ltd

THE WORLD OF AVIATION ADJUSTING (WOMEN IN CILA) Webinar with Lalitya Dhavala, McLarens

POLICE INVESTIGATIONS INTO ICONIC ITEMS (CLAIMS MANAGEMENT SIG) Webinar with Simon Taylor, Hireth Associates

Highlights from March – April 2021

New technical paper by the High Net Worth & Specie SIG

Handling of Listed Buildings Losses

Listed buildings will occasionally be the subject of an insurance claim and may require specialist repair techniques and/or planning considerations. This paper explains what a listed buildings is, when listing building consent is required and the procedures, parties and expertise involved in seeking and obtaining such consent. The paper also provides practical tips and example scenarios for loss adjusters, including working with Local Authorities and Conservation Officers.

With thanks to the authors, Andrew Bussey of Smithers Purslow and Kevin Dinsdale of Crawford & Company.

This publication has been made available by the Chartered Institute of Loss Adjusters solely for the use and convenience of the reader. By making this publication available the CILA does not offer any endorsement or recommendation of the views and opinions expressed therein. For a full explanation of the terms and conditions upon which the CILA provides this publication please see our full disclaimer available on the Institute website.

CILA members can access webinar recordings and previously published technical papers in the online CILA Technical Library or CILA BrightTALK channel

IN CASE YOU MISSED IT…

1 CPD hour

O F T H E I N S T I T U T E T E A M

SAY HELLO TO THE NEW MEMBERS

Tia Harriott BA (Hons) (Assoc CIPD) Qualifications and Membership Administrator

My name is Asya Altinok and I am the Executive Assistant to the CILA Executive Director, Malcolm Hyde.

I am a friendly, business minded and professional LLB Law Graduate from University of Sussex. I have a passion for business growth, as well as assisting people to grow their skills and expand their experience in the sector that they thrive in.

My role at the Institute is to assist our Executive Director; Malcolm Hyde. I am responsible for project coordination, meetings with our Committees and the day to day finances of the Institute. I can honestly say that I am extremely happy within my role as it will allow me to demonstrate and apply the skills that I have gained from my experience in other sectors to ensure that our members are getting the upmost excellent service. I am really looking forward to joining you on your quest for qualification and professional development so that you can achieve your designated goals.

[email protected]

Asya Altinok LLB (Hons) Executive Assistant

VIEW OR DOWNLOAD FROM THE ONLINE CILA TECHNICAL LIBRARY

I’m Tia and I am the new Qualifications and Membership Administrator here at the CILA. In addition to supporting members, I am going to be involved in some new and exciting projects here at the Institute which I am really looking forward to!

I am a BA Hons Graduate and studied a degree in Human Resource Management at University. Alongside my degree I also became a member of the Chartered Institute of Personnel and Development (CIPD). I gained a qualification at Intermediate level and I am now a professional member of the Institute at Associate level (Assoc CIPD).

I have a genuine passion for Learning and Development and helping people to maximize their full potential both professionally and personally. I am passionate about individuals achieving their academic goals and advancing further in their careers. I look forward to helping you achieve your CILA qualification goals and to support you however best I can.

[email protected]

Page 9: CILA | Chartered Institute of Loss Adjusters

16 . Claims Focus May 2021

Claims Focus May 2021

Have you ever thought about becoming a school governor? Getting involved in school governance can be a good way to develop your professional skills, as well as supporting the education of young people in your local community.

DEVELOP YOUR SKILLS AS A SCHOOL GOVERNOR

As a Loss Adjuster your job requires you to be analytical, problem-solving and diplomatic. School governing boards need skilled people like you to help them run effectively – both hard and soft skills are needed around the table. You will be working as part of a diverse and dynamic team, providing strategic, rather than operational, support.

THE ROLE HAS 3 CORE FUNCTIONS:• Planning the strategic direction of the school• Overseeing financial performance of the school and

ensuring money is well spent• Holding the headteacher or school leadership to account

Governors usually attend around 6 meetings a year. Our volunteer survey found that on average, governors spend around 7 hours a month on governing duties.

Governors for Schools will support you throughout your governor journey. All of our training is based online to make it easier to access for governors across the country. Many of our volunteers are first-time governors – but go on to make a big impact on the schools they serve. Learn more about the role and apply here.

I am delighted to promote our Extraordinary General Meeting which enables our Associates and Fellows to vote on changes to our Charter and Bye-Laws.

The changes to these two key documents better align the Institute with modern professional working and business arrangements and promote the adherence to clearer and enhanced rules for individuals and firms. They in turn support and promote the use of the “Chartered” status to those who follow the key Charter objectives of the study of the knowledge of the loss adjuster and our high professional and ethical standards. The refresh also supports and enables greater diversity and inclusion.

Associates and Fellows can register to attend this virtual meeting and all members can find further details at Extraordinary General Meeting (EGM)

Shaun Kelly CILA President

EXTRAORDINARY GENERAL MEETING 16:30 BST 6TH JULY 2021