Special Interest Group:

Claims Management

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.

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SIG Committee


Alan Walker - Arthur J Gallagher


  • Patricia Davies - NHBC
  • Sonia Davies - Davies
  • Ruth Delacour - RiskSTOP
  • Tamara Hamilton-Thomas - Coca Cola Europe
  • Ross Macpherson - Questgates
  • Claire Mear - Antell Insurance Associates Ltd
  • Dominic Page - Cunningham Lindsey UK
  • Bryan Regan - AIG
  • Jim Robins - Allianz
  • Paul Sturges - Crawford & Company
  • Helen Walker - McLarens

Latest Updates

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.

What makes a good TPA Ross Macpherson FEB17

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.

The Internet of Things - So What?

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 CILA technical material or text books?

We are currently reviewing all of the technical material that we previously published on our old website. This is part of a project to create a new online technical library for CILA members which will be launched later in 2016.

If you are a member and want to access a specific piece of technical material (which you know was previously published on our old website), you can request this by emailing . Please provide as much information as possible to assist us in locating the item.

CILA text books can still be purchased from our publishers, Witherby. Simply visit their website at http://www.witherbyinsurance.com/categories/loss-adjusting.html

The text book, Property Insurance Law and Claims, can be purchased at a discounted price of £60 if you are a CILA member. Enter the promotional code, CILA60MEMBER. Those who are entered to sit a CILA exam may purchase this book at a further discounted price of £30. Please email with your full name and details of the CILA exam/s you have entered.