Loss adjusting is not what it used to be. The Chartered Institute of Loss Adjusters (CILA) is undergoing sweeping changes to its governance and membership structure, part of a broader push to modernise the profession and align it with emerging challenges like AI, climate events, and regulatory scrutiny.
At the helm is John Bissell (pictured), who joined CILA as executive director after seven years as COO of the Chartered Insurance Institute (CII). “We have to be current and relevant to today’s professionals, and have an eye on the next generation,” Bissell said. “Too often, professional bodies can appear dated. That’s exactly what we’re trying to avoid.”
One of the most significant changes at CILA is its transition from a traditional council to a modern board structure. While councils are made up entirely of industry members, boards allow for the inclusion of independent voices, something Bissell sees as essential.
“There’s a risk with councils of looking inwards rather than outwards,” he said. “A board lets us bring in independent oversight, strategic challenge, and better governance. It also creates a clear accountability structure for leadership.”
Alongside governance reform, CILA has voted to update its Royal Charter and broaden its membership model, including a name change to become The Chartered Institute of Loss Adjusting. These changes reflect the fragmented and interdisciplinary nature of modern claims handling. The revised charter, which is awaiting final approval by the Privy Council, defines loss adjusting not by who does it, but by what it involves: assessment, investigation, management, quantification, validation, and resolution of insurance claims.
“These activities now take place across the entire claims value chain,” Bissell said. “So our membership offerings have to reflect that.”
That includes new pathways for existing professionals from adjacent chartered bodies, such as chartered engineers and accountants, who are increasingly involved in specialist claims work, as well as corporate membership models that allow firms, not just individuals, to commit publicly to CILA’s code of professional conduct.
Bissell is candid about the profession’s biggest challenge: staying ahead of technological change. While drones and digital platforms already support fieldwork and data gathering, artificial intelligence is poised to influence the judgment side of claims too.
“AI can pull together data from multiple sources and help augment the human,” he said. “But empathy, understanding the customer, and exercising judgment - that still requires a person.”
The goal, he said, isn’t to replace professionals with machines, but to free up their time for high-value work. That’s especially important in the face of growing climate risks and surge events like flooding, where rapid claims response is crucial.
CILA’s reforms are also driven by a need to attract and retain new talent, an industry-wide challenge. Bissell sees diversity and outreach as essential components of the solution.
“When we actually explain what loss adjusting involves - visiting sites, using tech, meeting people - it’s far from the desk-bound stereotype many assume,” he said. “It’s an exciting proposition, but we have to tell that story better.”
He’s optimistic that a more inclusive membership model, modern governance, and a sharper public profile will help elevate the profession’s appeal.
Regulatory scrutiny is also ramping up, especially with the UK’s Consumer Duty requirements. Bissell noted that loss adjusters, as extensions of insurers, play a frontline role in delivering fair outcomes and identifying vulnerable customers.
“We need to understand what recent complaints, like the one from Which?, really imply,” he said. “Loss adjusting has a role in raising the bar and ensuring better outcomes across the board.”
For Bissell, CILA’s Royal Charter is more than a formality, it’s a guiding principle. “It gives us the mandate to improve the profession for public benefit,” he said. “That’s what drives these reforms - not just ticking boxes, but creating an environment where professionals can deliver great service to whoever the customer may be.”
As the industry faces new pressures - from climate volatility to digital disruption, CILA is betting that agility, inclusivity, and professionalism will keep loss adjusting fit for purpose.
