What are you looking for?



The CILA Claims Management SIG represents those members who predominantly handle claims at a desk.

The CILA Claims Management SIG represents those members who predominantly handle claims at a desk. These individuals often play a critical role in the early stages of a claim, providing essential advice to policyholders and taking vital action to minimise or prevent further loss. It takes considerable skill to progress and settle a claim without the opportunity to meet parties in person or view the loss. The CILA Claims Management SIG committee appreciate the knowledge and talents that are required and provide relevant input into the CILA examinations and other activities to ensure the needs of these members are met.


Ross Macpherson


Layal Alharasha
Sedgwick International UK

Chelsea Beddows

Colin Kelsall
Marley Risk Consultants

Kevin Drain
Marley Risk Consultants

Matthew Fillbrook
Lockton Global Real Estate & Construction

Tamara Hamilton-Thomas
Sedgwick International UK

Heather Phillips

Alan Walker
Arthur J Gallagher

Helen Walker

Latest updates

Discussions about insurance and the COVID-19 pandemic have predominately focused on Business Interruption claims. This paper considers another type of claim arising from the pandemic, Loss of Rent.

The writer, Ross Macpherson, outlines some of the questions that may need to be answered in consideration of a Loss of Rent claim, including whether the loss of rent is irrecoverable or deferred, the requirements of the lease agreement and the type and wording of the insurance policy.

pdfLoss of Rent claims and COVID-19 (517 KB)

Our Claims Management SIG hosted an afternoon workshop on the subject of drains in Manchester on 27th July. Mark Farrant who is a Chartered Loss Adjuster and Executive Adjuster at McLarens attended the event and has kindly provided a summary below:

Despite being what is conceived to be a dull topic, this course was excellent and very well received by all in attendance. The course covered the fundamentals of Accidental Damage to Underground Service claims including:

  • The difference between a drain and a sewer
  • Drainage Systems
  • The different types of construction of drains
  • Investigations
  • Policy coverage (generally)
  • Repair methods
  • General Binding Rules 2020

The presenter, David Brewster, Managing Director of Auger was extremely knowledgeable and very engaging with the audience which ensured everyone was involved and this really added to the session. The topics were covered in detail, providing clear reasons as to why claims should and shouldn’t be paid.

I certainly learned a lot on this session and will be able to apply this to claims handling in the future. Feedback received was fantastic and I would certainly recommend adjusters of all levels attending a course of this nature, either as a refresher, or as part of their learning. The session was mainly aimed at the domestic market but touched on some commercial aspects such as blocks of flats and industrial estates.

I found it very useful to learn about The General Binding Rules 2020 as this will affect the extent of policy cover around Septic Tanks when this new legislation comes in to force. It was also useful to learn about the repair options available which can prevent extensive excavation and really mitigate losses.

The afternoon ended with a few examples of claims that Auger have dealt with. We were asked to review a case study and decide whether the claim should be paid or not and also what other considerations may apply. This was great way of recapping all you had learned and putting it into practice, considering how your knowledge can be applied in the real world of adjusting.

The venue was also fantastic, ideal for the session which was attended by approximately 30 members.

Our thanks to Mark and also to Ross Macpherson of QuestGates who secured the speaker and co-ordinated the event on behalf of the Claims Management SIG committee.

In this paper Ross Macpherson ACII FCILA FUEDI-ELAE, Director at QuestGates, reflects on the varied skills and capabilities that are required of a modern third party administration (TPA) company and its claims handlers.

pdfWhat makes a good TPA Ross Macpherson FEB17 (552 KB)

In this paper Tamara Hamilton-Thomas of Price Forbes shares her thoughts on how technology is changing the nature of insurance risk, along with the expectations of policyholders. She also reflects on how claims may evolve in the future and the potential influence of data on insurance solutions of the future.

pdfThe Internet of Things – So What? (427 KB)

This section provides advice and tips on how to handle building claims when working on a desktop basis. Information is provided under 4 headings: Initial Triage, Evidencing Desktop Claims, Fraud Issues and Options for Settlement.

Searching for SIG material?

Have a look in the CILA Technical library. Papers and presentations that were previously produced by our SIGs are often filed there for the benefit of members.

Visit the Technical Library