MeetHelena

Helena’s views on the ‘people’ side of loss adjusting:

“I often think we’re a bit like the emergency services. Of course, the actual role is very different, but on a big claim you might be turning up because someone’s house has burnt down, and they’re in a highly emotional state. They don’t know what to do and are worried about everything. Initially you’ve got the challenge of how you deal with that customer – and as everyone is different, you have to work it out quickly, and build a relationship of trust. You know there’s a light at the end of the tunnel, and I like working with them making that happen, to assist in getting their life back together. That’s the rewarding part of our job, helping people.”

You know there’s a light at the end of the tunnel, and I like working with them making that happen, to assist in getting their life back together.

…on the investigative nature of the role:

“When I first started in claims, we would instruct loss adjusters and read their reports, and I’d always think ‘that looks interesting’. Because, as a loss adjuster, you’re not only going out to someone’s house or business and meeting the people, but you’re also investigating things. You might appear to be asking one question, but at the same time you’re gathering lots of information just by looking around you, watching their body language, assessing their lifestyle, or checking there’s not a fraud element somewhere. Your brain is in overdrive taking everything in, and I quite like that side of it. You need to be a good listener, and observant, and take your time making decisions. Those are all good skills for this job.”

You need to be a good listener, and observant, and take your time making decisions. Those are all good skills for this job.”

…on what a Head of Specialist Services does:

“With a managerial element to my role, I have a reduced caseload. I tend to deal with the more-complex claims, vulnerable customers, major losses, or claims given to us by insurers that need getting back on track. Outside of case work, I oversee some accounts with insurers, ensuring they get good service, and I’m in the firm’s senior leadership team.”

…on the importance of qualifications:

“It was the professional and highly respected nature of the work that attracted me to the job. However, I do remember when I was younger, before there was today’s understanding of diversity and inclusion, females would often be challenged about decisions made, with customers suggesting a male colleague should take over. Or people would assume I was a member of the office staff  arranging the appointment for the adjuster. So once I had some qualifications after my name it was actually very important, as this was a way of showing to a customer that I did know what I was talking about. From an employer point of view, qualifications show your commitment to the profession, and firms showcase the number of qualified adjusters they have when pitching for new business with insurers. In addition, I’ve had several promotions since qualifying. And now I’m in a managerial role, I get drawn into complaints and queries, and so the understanding of the technical side of things I gained from my exams is very important. So, my advice would be to study for the exams early on. Never think you’re too busy, you can always make the time.”

When work is finished for the day, Helena enjoys photography, loves Cornwall, and wants to buy a motorhome when her three teens have flown the nest.

From an employer point of view, qualifications show your commitment to the profession, and firms showcase the number of qualified adjusters they have when pitching for new business with insurers.