Toby Knight, Associate Director and Regional Manager, Ashworth Mairs Group

How did you come to be a Loss Adjuster?

TK - Along with lots of other similar people at my age, I fell into the insurance industry by accident. After leaving Sixth Form College I was looking for a career in an office environment. I applied and was successful in getting a job as a claims handler for Provincial Insurance Company in Birmingham. I dealt with commercial claims for five years and during this time had a lot of interaction with Loss Adjusters.

Whilst working in the claims department I was always keen to go out on claims in nearby locations. The adjusting role appeared interesting, professional, dynamic and even glamorous! I had moved within the company following office closure and an opportunity arose for a Trainee Loss Adjuster role in Cambridge. I applied and was successful, and so at the age of 23 entered the profession.

What happened then?

TK -Within days I realised this was the career for me.

Each day was different. The job was challenging and presented opportunities for new learning with every claim.

As the years went by, it became clear that my career could go in two directions. I could either follow the technical route and specialise or progress into management. I felt running a team and driving for business success would be more natural and satisfying to me than specialising.

Since working in Loss Adjusting, I always had a desire to manage my own Regional Office. I therefore decided to continue with general and domestic claims, progressing through my qualifications and focusing on moving towards a managerial role.

What have been the claims you are most proud of?

TK -Over the years I have dealt with a large amount of diverse claims ranging in severity.

Whilst I enjoyed the technical fulfilment and challenge of dealing with and concluding complex claims, I have found that I am most interested in dealing with smaller, but still problematic and challenging policyholder claims.

All claims and policyholders are different. I am proud of the way I am able to adapt and resolve issues when faced with different scenarios and by the nature of the claims situation, often strong personalities.

Are there any downsides to Loss Adjusting?

TK -There is nothing I dislike about the profession, but one thing that does disappoint me is the mistaken perception amongst various parties that the Loss Adjuster exists solely to save money for the Insurer. I strongly feel that a Loss Adjuster is so much more. The skills of a successful Loss Adjuster need to be finely tuned. A Loss Adjuster acts independently and is there to resolve claims within the terms of the policy; meeting the needs of both the Insurance Company and the policyholder.

How do you see the future?

TK - Personally, I feel lucky to work in my current office. It is a young, vibrant and dynamic environment, within an innovative company which strongly supports the personal development and career progression of employees.

All Claims Handling staff within my office are due to commence or are taking Insurance / Loss Adjuster qualifications. I feel that obtaining my ACII and ACILA qualifications relatively early in my career has enabled me to be a strong role model to other young professionals within the industry.
There do appear to be relatively few young people within the profession and traditionally the insurance industry as a whole has not promoted itself to young graduates. I for one am very excited that CILA are targeting young talent and I will do all I can to promote my profession and the insurance industry as a dynamic career choice, wherever possible.