Adjusting World - CILA/The Chartered Institute of Loss Adjusters

NEWSLETTER OF THE INTERNATIONAL FEDERATION OF ADJUSTING ASSOCIATIONS
PENINSULAR HOUSE, 36 MONUMENT STREET, LONDON EC3R 8LJ ISSUE 5, SUMMER 2007
Adjusting World
NEW PRESIDENT OF THE IFAA
At the recent IFAA’s AGM held in
London, John Lugt, on behalf of ILASA,
became President of the IFAA. The
position is held for two years with the
IFAA’s next AGM in 2008 being held in
Johannesburg, South Africa
Apart from Canada, all other member
associations attended the AGM where
the meeting considered a number of
objectives, including the expansion of
From left to right: Makoto Satou (LAAJ) Peter
Gaudensi (IILA) Sammy Sotomi (ILAN) Malcolm
Edwards (CILA) Leong Yee Fook (AMLA) Angus
Tucker (CILA) John Lugt (ILASA) Paul May (CILA)
Kieran Rigby (CILA) Gerry Hale (NAIIA) Graham
Cave (IFAA) Leo Fluitsma (AICLA)
John Lugt, new President of the IFAA
its membership to other continents and
preparation for a global congress on
Loss Adjusting and Risk Management
to be held in London in Spring 2009.
Thanks went to Leong Yee Fook for
guiding the IFAA through two years of
significant development during his
presidency.
The IFAA now has over 400 accredited
members worldwide across its ten
member associations.
– Spain Rejoins
At a specially convened General Assembly in Brussels in November last year Spain re-joined
FUEDI the Federation of European Loss Adjusting Experts after several years of absence.
Wheras in the past Spain was represented by one loss adjusting association, after well over a
year of negotiations the country is now fully represented by three associations:
APCAS – Association of Loss Adjusters and Marine Surveyors
(an association of individual loss adjusters)
AESPER – Association of Loss Adjustment Services Companies
(an association of loss adjusting companies)
AEPGAS also an association of loss adjusting companies.
Mr Juan Angel Lopez Rouco appointed as President of the Spanish platform said that he was
delighted that Spain is now a member and can benefit from the special relationships that exist
between all member countries as well as its involvement with the European Community. FUEDI
President Staf Cannaerts of GEBCAI, the Belgium Association, welcomed Spain and was
pleased that their application had come to fruition in
his presidential year.
At the General Assembly in Ghent in May of this year
Poland became the 12th member of FUEDI. The
country was represented by Pawel Kaminski, President
of SNELS, the Polish association.
At the meeting in May the FUEDI Presidency changed
hands from Staf Cannaerts of Belgium to Thomas Kabler
of Austria.
Visit the new FUEDI website to know more about
FUEDI and its pan European membership.
www.fuedi.eu

NEWS FROM AICLA’S PRESIDENT
During February, Tony Libke and I met with the Insurance
Council of Australia to discuss AICLA’s submission in
respect of the new Catastrophe Co-ordination Plan
being developed by the Insurance Council. The new
plan will replace the current Insurance Disaster
Response Orgaisation and will be finalized in the near
future.
The Insurance Council liaised closely with AICLA on
the new plan and agreed to adopt a number of changes
we recommended. Importantly, the Insurance Council
saw the benefit in early consultation with AICLA and
we hope to be involved, as appropriate, in the
formative stages of other policy development by the
Council.
The new Catastrophe Co-ordination Plan is a policy
document and does not cover operational aspects
relating to a disaster. Broadly the operational matters
have been identified and it has been agreed each of the
issues raised by AICLA warrant further discussion. A
range of other matters was also discussed with
Insurance Council CEO Kerri Kelly including our plan
to lift the minimum standards for loss adjusters. It was
agreed that regular meetings and ongoing dialogue
between the two bodies would be beneficial.
I am happy to announce that a joint AICLA/ANZIIF
Claims Convention will be held on 22-24 August at the
Shangri-la Hotel in Sydney. This is the first occasion
that AICLA and ANZIIF have partnered to create one
unified claims Conference. A quality list of speakers
and a diverse range of topics under a “Catastrophe”
theme is being developed for the event. A joint
committee with representatives from some of ANZIIF’s
Claims Discussion Groups has been established to
manage the convention. The committee is working to
ensure that the topics will appeal to all levels of the
industry and will include not only the traditional
topics but also those of interest to liability
practitioners.
We expect to generate wide support from insurers, reinsurers,
loss adjusters, risk managers, brokers,
suppliers and others associated with the industry.
It is pleasing to report that for first time in over three
years, there has been a net
growth, albeit modest, in
membership. I believe the
new streamlined application
procedures will assist
applicants wishing to join
the Institute. I ask all members
to encourage colleagues
who are working in
the profession to consider
joining AICLA.
Stephen Thorpe
President, AICLA
Stephen Thorpe
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AICLA International Division
Membership of the International Division now stands
at 104 and has almost doubled in the past 18 months.
The Division conducts regular meetings by
teleconference and has Councillors in Malaysia,
Singapore, Thailand and Hong Kong. Educational
activities for members during the year included a
Business Interruption seminar in Malaysia and
breakfast meetings in Hong Kong and Singapore.
AICLA was also a supporting organisation for the 3rd
Asian Claims Management Conference in Singapore.
In April 2005 the President, Andrew Thomas, and
International Development Director, Ian McWalter,
made visits to Malaysia, Singapore and Hong Kong
and met with members and industry associations.
Negotiations with the Malaysian Insurance Institute
and Singapore College of Insurance and the
Philippines Adjusters Association for the promotion of
ICT were advanced during the year. These efforts were
spearheaded by Jaye Kumar and Ian McWalter.
National Association of Independent
Insurance Adjusters – Catastrophe Service
The National Association of Independent Insurance
Adjusters, NAIIA, is offering members of the
Canadian Independent Adjusters’ Association the
opportunity to participate in their Member
Catastrophe Assistance Service.
An overview of the service is outlined below. CIAA
Members interested in being included on the roster
are asked to complete the form and return it to the
CIAA National Office.
Overview NAIIA Member Catastrophe Service:
NAIIA is developing a roster of member firm
adjusters/CIAA member firm adjusters willing to be
accessible for handling losses as a result of storm
activity. Registered participants are required to be
free of any existing catastrophe loss handling
programs or business amalgamations either with
insurance providers or other NAIIA members.
Enrollment is not binding but rather provides fellow
members seeking assistance with a basis for
assembling a cadre of adjusters or claims response
teams.
NAIIA staff will maintain the roster of individual
names, member firms, addresses, email addresses,
telephone numbers and fax numbers and will, when
needed and directed by the President, alert the
membership to the roster’s availability.

2007 International Institute of Loss Adjusters
Annual Convention Nashville, USA
LOEW’S VANDERBILT PLAZA HOTEL,
NASHVILLE TN
SEPTEMBER 30TH - OCTOBER 6TH 2007
Pre-convention dates September 25th - 30th September
Pre-Convention package centered around the capital of
the United States, Washington D.C. staying at the
Alexandria, VA Old Town Hilton
Any IILA Members wishing to attend please
go to www.iila2007.com for registration
The IILA Opening Reception begins at 6:30 pm Sunday,
September 30th in the Kraus Gallery near the lobby of
the Loews Hotel. Heavy h'ors d'oervres until 9:30 pm
(no planned dinner)
Dress Code - Business Casual
IILA HOSPITALITY ROOM EACH NIGHT FROM 10pm
UNTIL 12:30am IN THE V.I.P. SECTION OF THE HOTEL
BAR
MONDAY OCTOBER 1ST
Bus trip to the world famous Jack Daniel’s Distillery
with lunch at Miss Mary Bobo’s
WEDNESDAY OCTOBER 3RD
IILA EDUCATION SEMINAR
7:30 A.M. - 10:30 A.M.
Confirmed Speakers:
Mr. Simon White, MIAI Dip.CII
Group Head of Claims
Heritage Managing Agency Limited
Lloyd's of London
Mr. Paul A. J. May,
LLB (Hons), MBA, FCII, FCILA, AdipC, DipAIS, MCIArb,
MIRM, FCMI, MAE, FUEDI-ELAE, AMIMC, FinstD,
FIFAA Chairman
Concordia Consultancy Ltd
Head office: 30 Eastcheap, London, EC3M 1HD
Mr. Gordon Lahti
Vice President – Senior Account Executive
Swiss Reinsurance America Corp
111 Sutter Street, Suite 400
San Francisco 94104, USA
OPEN DAY UNTIL DINNER
OPTIONAL GOLF 12:00 PM TEE TIME AT:
GROUP DINNER AT HILLWOOD COUNTRY CLUB
THURSDAY OCTOBER 4TH
ALL DEPART FOR A DAY IN FRANKLIN, TN
CIVIL WAR BATTLEFIELD HOMES AND ANTIQUE
SHOPPING EXTRAORDINAIRE
Thursday night - Dinner at the Wildhorse Saloon,
Line Dancing Lessons, and
Lower Broadway Honky 'Tonkin!
TUESDAY OCTOBER 2ND
Group Breakfast at the famous LOVELESS CAFE
FRIDAY OCTOBER 5TH
IILA ANNUAL BUSINESS MEETING -
8:30 A.M. TO 12:00 NOON
FRIDAY NIGHT’S STERLING RECEPTION AND
BANQUET AT THE WORLD FAMOUS
COUNTRY MUSIC HALL OF FAME
ALL DEPART AT 12:30 P.M. FROM HOTEL LOBBY FOR
AFTERNOON MUSIC CITY 'SWING' TOUR AND
LUNCH
OPTIONAL - TUESDAY NIGHT AT
THE GRAND 'OL OPRY!
NOTICE - ONLY 16 SEATS ARE LEFT! (AS OF 8/1/07)
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SATURDAY OCTOBER 6TH - HOMEWARD BOUND

The Institute of Loss Adjusters of South Africa
Our own RPL (Recognition of Prior Learning)
facility
In February we said that our education committee is
confident that our internal RPL regulations, policies and
procedures would be in place by the end of February, which
meant that roll-out could start early this month. We are very
proud to announce that our education committee completed
its task on time, and has published its recommendations.
In view of the fact that to roll out our RPL programme will
need a slight amendment in our By-Laws, we will be
tabling our education committee’s proposal at our AGM
which will take place on 8th of this month. Hopefully our
members will see this in a positive light and allow us to
proceed.
Our Website
These are the days of transparency, consumerism,
disclosure and specialisation which are just a few of the
requirements demanded of professionals operating in the
insurance industry today. Consequently for a small “once
off” admin fee we are providing our members with an
opportunity to publish their cv’s on our website so that
insurers and claims handlers can identify those adjusters
with the specific skills and knowledge that they require.
We believe that this kind of approach adds value to the
services we already provide to the insurance industry, and
we will be identifying and implementing other services of
this nature in the months to come
Broad Based Black Economic Empowerment
The Financial Sector Charter was drawn up on narrow
based BEE and although it became accepted that a
broader application would be more appropriate, it was
necessary to wait for the new codes to be approved by
Parliament. For this reason, it was not possible for
insurers to provide us with their official policy on BBBEE
In December last year, the new broad based BEE codes of
conduct were approved with a threshold turnover of
R5,000,000, within which micro enterprises are deemed to
be exempted from BEE requirements. Many of our members
are either self employed, or are employed by enterprises
that fall within the exempt definition and automatically
become recognised as level 4 (100%) contributors.
Those insurance companies that subscribe to the
Financial Sector Charter can now officially make use of
these loss adjusters without penalty on their scorecards.
With this in mind, we are presently approaching all
insurers to ascertain their official policy with regard to
the support they will give to loss adjusting enterprises
that fall within this category, as well as others that fall
outside the exempt threshold, are not yet compliant but
have an appropriate strategy in place.
Hopefully we will be in a position to report back to our
members by the end of this month.
As editor I am responsible for the collection and editing of
content, along with the general day to day maintenance of
the site. My role provides an exciting opportunity for me to
combine my technical skills, gained in my previous
employment as an IT support technician, with my interest
in the more creative side of things, as we develop the site
further. Site maintenance is accomplished with a state-ofthe-art
content management system called Drupal, which
is the software that also powers MTV.co.uk, US Online, and
The Onion, a popular American satire magazine
One of the objectives when the CILA decided to implement
a new site was to make the profession seem more
accessible to a lay audience, hopefully encouraging
potential future members to think about a career in loss
adjusting, and promoting the profession in a positive light.
THE NEW CILA WEBSITE WENT
LIVE ON 1ST MARCH
Have you visited the new site?
If not, click on
www.cila.co.uk
NOW!
I would like to think this has been achieved, due to both the
new look and also to new sections such as the careers
pages, which include interviews with loss adjusters about
their experiences in the field.
Primarily however, the site is a resource for CILA members.
As well as a sleek and stylish design, the site includes
many new features of use to those in the profession. The
recently introduced Specialist Interest Groups have each
been given their own section, which includes a wealth of
technical material. There is also an online diary, or blog
(short for web log) maintained by CILA President Harry
Roberts. Perhaps the biggest departure from the old site is
that there is now a forums section in which members can
post messages on topics of relevance to loss adjusting.
Rob Didcock
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PROFILE
The Loss Adjusters Association of Japan
Members if claim handling network
Our members’ network consists of about 100 offices throughout the country.
This network provides insurers with the most efficient access to the services they require.
Businesses are to:
(i) provide a number of educational training programs designed for our adjusters in conjunction with our members.
(ii) provide materials and technical information on adjusting skills to our members.
(iii) study and develop the total system, from estimating repair costs of building loss to assessing the amount of
insurance claim by using the PC.
(iv) discuss and exchange views and information with adjusting industry peers at home and abroad.
Common Ideas
Members and loss adjusters must at all times keep in mind the social role of the adjusting business, and ensure reliability
for parties concerned by engaging in all the work assigned with impartiality, fairness and sincerity.
Members
All our adjusters are registered claims specialists who have successfully completed examinations conducted by The
Marine and Fire Insurance Association of Japan (The Non-Life Insurance Association)
Their main assignment is to investigate the cause of damage, assess fair and reasonable amounts of loss of or damage
to insured properties, and to evaluate proper insurable values of properties.
Major work of our members
(1) Handling of the following insurance claims:-
a) Fire Claims
b) Complex Claims in the field of Machinery & Erection, Contractors of All Risks and Engineering Works
Insurance.
c) Catastrophe Claims
d) Liability Claims
(2) Value Appraisal
(3) Loss Control
THE CILA ANNUAL LUNCH
Last October several of our international members attended the Annual Lunch of the
Chartered Institute of Loss Adjusters at the Royal Lancaster Hotel in London.
Harry Roberts, CILA President, welcomed all his guests and Gerry Loughney, Chairman
of Cunningham Lindsey UK gave a most entertaining speech prior to proposing the
toast to the CILA.
Our overseas guests included Leong Yee Fook of AMLA, at the time President of the
IFAA; Andrew Thomas, President AICLA; Keith Edwards, Past President CIAA and
Thomas Kabler, Vice President FUEDI, at the time.
Leong Yee Fook, President IFAA
Helen Roberts, Harry Roberts, President, CILA and Keith Edwards,
Past President, CIAA
Andrew Thomas, President,
AICLA
Thomas Kabler, Vice President,
FUEDI
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North East Floods CILA Members respond brilliantly
The CILA has been working very closely with the ABI
since the floods first occurred and was responsible for
the statistics on claim volumes and values that the ABI
provided to the media. The President, Harry Roberts,
and the Deputy President, Malcolm Edwards, visited
Hull and Sheffield with Stephen Hadrill and Nick Starling
of the ABI and joint meetings were held with the Press,
Local Authorities and Members of Parliament, including
Ed Milliband and David Blunkett. Also, Malcolm was
seen on Sky News and BBC News 24 and Michael
Burnett, a Past President, was interviewed on BBC Radio
5 Live.
The CILA Secretariat has worked to 'gross up' the
number of domestic and commercial losses to represent
the likely overall total. Domestic claims are expected to
average £30,000 where flood waters have extended over
the entire ground floor area. Commercial losses will vary
much more widely, but it does not take many multimillion
pound claims to boost the average commercial
loss to £100,000.
As regards future revisions to these figures, the
number of claims is unlikely to increase significantly
with most Policyholders having now notified their
insurers, or being identified from databases of
Policyholders by post code. The CILA, via its members,
intends to revise the average claim figures in the light of
specific reserves allocated to the current losses as
matters develop.
The level of response to Policyholders from Insurers
and Loss Adjusters has been tremendous, given the
following:
• The widespread nature of the flooding renders this
incident the largest UK natural catastrophe since the
1987 storms.
• The current flooding equates to ten 'Carlisles' which
was a major incident in itself back in 2005.
• Claims received in the two weeks since the flooding
are the equivalent of two years normal storm/flood
numbers. Other causes of loss such as fire or theft
continue to be received across the country
irrespective of the flooding.
• During Saturday/Sunday 30th June/1st July, it is
estimated that 6,000 adjuster visits were completed.
• By the middle of last week, out of 27,500 domestic
and 6,800 commercial claims, approximately 99% of
Policyholders had been visited by Loss Adjusters.
This level of response has been achieved by
individual Loss Adjusters on site working extended
hours (made possible by the longer evenings) and
weekends. Additional resources have also been brought
in by the firms of Loss Adjusters as reported in Post
Magazine. Seeking external help to meet unprecedented
demand is a demonstration of lateral thinking which is
to be commended and typifies our profession.
To date, Chartered Loss Adjusters have responded
brilliantly. However, we are in no way complacent.
Repairs to flood damaged properties will, of necessity,
take a long time, often between 6-12 months, thus we
need to continue to manage resources, both our own
and contractors and maintain the highest level of service
that can possibly be delivered to policyholders
TECERIS GOES INTERNATIONAL
Teceris, the loss adjusting arm of Capita has announced it has become a member of the VRAS Universe International adjusting network. VRS
Universe is an international loss adjusting and claims management organisation which provides networked services through 300 offices in
65 countries. Its member companies include VeriClaim in the US, Seri-Expert in France, RIG in Spain, Gielisch in Germany and Insight in Asia
all of whom represent a major force in international loss adjusting. Teceris will be the VRS Universe representative in the UK.
CILA President Meets with Asian Members
Harry still handling a claim
whilst visiting members in the
Far East!
For a relatively small professional body, the CILA has exceptional reach around the world. This in part reflects
the continued success of the UK insurance market in meeting the requirements of a hugely diverse range of
businesses in varying stages of development on a world wide basis. That such a dynamic market should
continue to place trust in our members when it comes to claims is a testament to those members who are, or
have worked, overseas in their careers.
It is also the case that many non-UK citizens seek to achieve CILA qualification. Again we should be proud
of this fact, but we cannot risk complacency.
With all these thoughts in mind I set my sights, as President, on meeting as many overseas members as I
could in areas where we can expect to seek growth in the future. This took me to the Far East and to Hong Kong,
Kuala Lumpur and Singapore in particular. I believe I met over 75 members in the course of my visit.
The first thing I must comment on is the warmthof the welcome that I received. Also those who organised
meetings for me did a splendid job and I was thus able to meet a broad range of insurers and brokers, as well
as representatives of the Malaysian Insurance Institute, and the insurance regulators in both Singapore and
China.
It would be a challenge to meet the wishes of all the members that I met – indeed it would be impossible in
some instances where diverse views exist. Nevertheless I am grateful to all those of our members who took
time out to share their thoughts with me.
Harry Roberts
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GLOBAL CONGRESS ON LOSS ADJUSTING AND RISK
MANAGEMENT LONDON, UK – MAY 2009
History of Loss Adjusting and Risk
Management
• Evolution and the development of the profession
• The past
• The present
• The future
Synergies
• Explore the synergies between loss adjustment
and risk management
• Education
Soft Skills
• Dealing with post traumatic stress
• Emotional attachment to property
• Psychology of loss
• Grief counselling
Technology
• The virtual office
• Transparency
• Client file accessibility
• Encryption
• Fraud
• Identity fraud
International Forthcoming Events
Loss Adjusters and
• The claims department
• The underwriter
• The re-insurer
• The claimant
• Fraud detection
Risk Management and
• The Loss Adjuster
• Post loss risk management
• Loss control
• Can a loss adjuster be a risk manager
• Loss control
• Can a loss adjuster be a risk manager?
• Conflicts of interest between risk management
and loss adjusters
• Fraud prevention
• Risk financing
• Loss Modelling
Catastrophe Response
• Local
• Continental
• Global
The programme should envisage panel discussions, workshops and break out groups etc.
2007
22-24 August AICLA Joint Claims Convention with ANZIIF
Shangri-la Hotel, Sydney, Australia
23-26 August CIAA AGM & Conference
Inn at the Forks, Winnipeg, Manitoba, Canada
30 September - IILA Annual Conference
6 October Loew’s Vanderbilt Plaza Hotel,
Nashville, USA
29-31 October CILA Specialist Interest Groups’ Conference
Birmingham
16 November FUEDI Plenary Meeting
Bedford Hotel, Brussels, Belgium
2008
14 April ILASA One day Regional Conference
Johannesburg, South Africa
15 April IFAA AGM Johannesburg
South Africa
16 May FUEDI General Assembly
Vienna, Austria
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Outline of IFAA Core Competencies
All Loss Adjusters who are members of IFAA associations have
displayed evidence of holding the following competencies:-
Plan and implement loss investigation:
• Receive and verify instructions from client
• Establish relevant facts
• Plan and implement a loss investigation
• Preserve evidence
• Liaise with authorities
• Verify and document information
• Identify and appoint necessary specialists if required
Evaluate collected information requirements:
• Determine whether loss is covered by insurance or other criteria
• Apply and analyse established facts
• Determine extent of loss/damage/injury
• Establish recovery rights
Report findings and provide guidance to involved parties:
• Report findings
• Provide interim information and guidance regarding
salvage/disposal to involved parties
Negotiate and effect settlements:
• Make preparations for negotiations
• Call and/or attend meetings with involved parties
• Represent clients in cases where disputation arises
Provide ancillary services:
• Provide guidance in prevention of similar, future losses
• Provide guidance on the application of risk management
techniques where appropriate
For further details refer to the IFAA member in your area at
www.adjustersworldwide.org
THE IFAA MISSION
To promote the role of Loss Adjusting Associations and their Members in creating a positive business environment.
To inform and influence public policy.
To support Members with appropriate services.
To disseminate best practice and increase the professionalism of Loss Adjusting Associations.
In pursuing this mission it is recognised that national associations must be allowed to act in their best interests, without having to consult
the International Federation.
However, it is in the continuing interests of the profession and all related disciplines that, as a collective group within the insurance industry
involved in claims, the Federation could, whenever possible speak with a single voice and form a position of collective strength.
MEMBERSHIP OF THE IFAA
Member Association Country President Contact Details
Australasian Institute of Australia & Stephen Thorpe Tel: 617 3229 6663 • Fax: 617 3221 7267
Chartered Loss Adjusters New Zealand E-mail: adminoffice@aicla.org
Canadian Independent Canada Miles Barber Tel: 1 416 621 6222 • Fax: 1 416 621 7776
Adjusters’ Association
E-mail: ciaa@netcom.ca
FUEDI Europe Thomas Kabler Tel: 31 10 242 6888 • Fax: 31 10 242 6886
E-mail: fuedi@fuedi.eu
International Institute of Global Peter Gaudenzi E-mail: info@iila.com
Loss Adjusters
The Loss Adjusting Japan Ken Tel: 81 3 3254 6454 • Fax: 81 3 3254 6064
Association of Japan
Takahashi
Association of Malaysian Malaysia Tan ah Chuan Tel: 60 3 9281 6615 • Fax: 60 3 9287 1992
Loss Adjusters
E-mail: amlasec@pd.jaring.my
The Institute of Loss Nigeria Darlington Tel: 234 1 840367
Adjusters of Nigeria Mgbojikwe E-mail: president@nigeriailan.org
Institute of Loss Adjusters South Africa Alan Blem Tel: 27 11 782 3968 • 27 11 782 9538
of South Africa
E-mail: admin@ilasa.org.za
The Chartered Institute of UK Malcolm Tel: 44 20 7337 9960 • Fax: 44 20 7929 3082
Loss Adjusters Edwards E-mail: info@cila.co.uk
National Association of US Harold Kern Tel: 1 312 853 0808 • Fax: 1 312 853 3225
Independent Insurance
E-mail: assist@naiia.com
Adjusters
Contributions for the next issue of Adjusting World to the editor, Graham Cave at e-mail: harwoodmarketing@btconnect.com
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