CILA research highlights vital role of Loss Adjusters in balancing expertise with empathy

Member survey reveals evolving role of claims professionals

New research from the Chartered Institute of Loss Adjusters (CILA) highlights how today’s loss adjusters must combine technical expertise with empathy and communication to meet the evolving needs of insurers and policyholders.

The survey of CILA members, conducted by insurance benchmarking specialists Gracechurch,  reveals that adjusters are clear about where they add value in the claims process. Insurers value knowledge and expertise (39%), cost control and indemnity spend management (18%), and the adjusters’ role in limiting exposure (21%). By contrast, claimants place the highest importance on communication (29%), guidance and explaining terms (29%), and empathy and honesty (21%). These differences emphasise that while technical skills remain vital, the role of loss adjusting increasingly hinges on interpersonal skills and emotional intelligence.

Communication and technical knowledge are seen as the most essential future skills for loss adjusters (both highlighted by 88% of respondents), with empathy and negotiation also identified as increasingly important areas for development.

CILA Executive Director, John Bissell, commented: “This survey shines a light on the profession’s unique position: loss adjusters are at the frontline of claims, bringing both technical expertise and empathy to the claims process. The findings reinforce CILA’s commitment to developing both the technical and human skills needed to serve clients in the UK and worldwide.

“At the same time, we know there are concerns about the claims process, through complaints and issues recently highlighted in Which?’s ‘super complaint’ to the FCA about the home and travel insurance markets. Our research indicates that when an adjuster is involved, applying both technical knowledge and empathy, outcomes can be more positive for both insurers and claimants.”

Gracechurch MD, Ben Bolton, added: “Loss adjusters play a crucial role in helping the insurance industry demonstrate its value, guiding customers and managing claims to good outcomes. The survey reveals that adjusters set clear communication as vital for success and a priority focus for professional development going forward. Our independent studies support this, with good communication being central to good service and sustaining the value of insurance in the long term.”

The survey also found that adjusters face challenges ranging from rising claimant expectations and heavy workloads to increasing demands from insurers and brokers. Nearly seven in ten respondents (68%) identified managing claimant expectations as their top challenge, closely followed by workload pressures (57%) and managing insurer expectations (46%).