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Everything You Need to Know About Independent Loss Adjusters
What Policyholder-Appointed Loss Adjusters Do and When Their Support May Help
Written by Darren Carter. Last Updated on September 24, 2026
Navigating Insurance Claims on Your Behalf.
A property insurance claim can involve unfamiliar policy wording, evidence requirements, inspections, repair proposals and discussions about settlement.
When Independent Loss Adjusters is appointed by a homeowner, landlord or business, we work for that policyholder rather than the insurer.
Depending on the claim, our role can include reviewing relevant evidence and policy wording, helping organise the claim, communicating with the insurer and reviewing proposed repair scopes or settlements.
Professional claim support cannot guarantee that a claim will be accepted or that a particular outcome will be achieved.
Here To Assist Through Every Step of Your Claim
Many policyholders are unsure whether they are allowed to appoint their own claims professional when the insurer has already appointed a loss adjuster.
They can. A policyholder may appoint their own loss adjuster or other appropriately authorised claims representative to work on their behalf.
Not every insurance claim needs separate professional representation. However, it may be useful where the damage is extensive, the evidence is complex, the policy position is unclear or there is disagreement about the repair scope or proposed settlement.
Can I Appoint My Own Independent Loss Adjuster?
Yes. A policyholder can appoint their own loss adjuster or claims representative to support a domestic or commercial property insurance claim.
The insurer may also appoint its own loss adjuster to inspect the damage, investigate the circumstances and report within the insurer’s claims process.
The fact that an insurer has appointed a loss adjuster does not, by itself, mean that the claim is unusually serious, complex or disputed. Insurers routinely use panel firms and in-house loss-adjusting teams across a range of claims.
The practical question is whether you would benefit from having a professional who has been appointed specifically to represent your side of the claim.
Understanding Independent Loss Adjusters
A loss adjuster is a claims professional who can investigate the circumstances of a loss, assess property damage, consider relevant policy issues and help establish the amount being claimed.
Terminology can vary. An insurer may appoint a loss adjuster within its own claims process, while CILA also recognises that a policyholder can appoint a loss adjuster to work on their behalf.
When ILA is appointed by the policyholder, we review the claim from that position. Depending on the circumstances, this can include considering the cause of damage, relevant policy wording, available evidence, repair requirements and supported costs.
We can also communicate with the insurer and its representatives where we are appointed to do so. The insurer remains responsible for deciding how it will respond to the claim.
When Appointing an Independent Loss Adjuster May Be Useful
Professional representation may be worthwhile where the property damage is extensive, the claim involves technical evidence or there is uncertainty or disagreement about the insurer’s position.
Experience of property claims can help a representative identify the information that may be relevant, understand how different parts of the claim interact and explain complex issues more clearly to the policyholder.
The potential benefit should be considered alongside the complexity of the claim, the support required and the applicable fee.
Our Role as Independent Loss Adjusters
When ILA is appointed, our role is to represent the policyholder rather than the insurer.
Depending on the claim, our work can include:
- Policy and claim review: Considering relevant policy wording and the insurer’s stated position.
- Damage and evidence review: Reviewing photographs, reports, estimates, valuations, invoices and other relevant information.
- Claim preparation: Helping organise and present information about the damage and supported costs.
- Specialist input: Identifying where technical or professional evidence may be useful.
- Insurer communication: Communicating with the insurer and its representatives where we are appointed to do so.
- Settlement review: Reviewing proposed repair scopes or settlements against the policy wording and available evidence.
This work does not guarantee that every item claimed will be covered or that a particular settlement will be achieved.
Navigating Insurers and Their Loss Adjusters
An insurer-appointed loss adjuster works within the insurer’s claims process and reports to the insurer. A policyholder-appointed representative is instead engaged to work on behalf of the policyholder.
That distinction does not mean an insurer-appointed loss adjuster should be assumed to act unfairly or simply minimise payments. Equally, a policyholder-appointed representative should not describe themselves as neutral between both sides.
The important questions are who appointed the professional, who instructs them, who they report to, how they are paid and whose interests they are engaged to represent.
Our guide to what “independent” means in an insurance claim examines these distinctions in more detail.
Expert Representation for Policyholders
Policyholder-side representation can be particularly useful where there are significant sums involved, technical questions or several different parts of the claim to coordinate.
Having your own representative means there is a professional engaged specifically to understand and present your position, while the insurer and its representatives continue to carry out their own roles within the claims process.
Understanding the Claims Process
If an insurer appoints a loss adjuster, ask what their role will be and what information or access they require.
You can keep your own copies of important evidence, correspondence and reports and ask for clarification where the insurer’s position is not clear.
If the claim becomes difficult to manage or there is a genuine disagreement about the evidence, repair scope, policy wording or proposed settlement, you can consider whether separate policyholder-side representation would be useful.
The Role of Insurance Appointed Loss Adjusters
An insurer-appointed loss adjuster may inspect the property, investigate the circumstances, assess the extent of damage, consider relevant policy issues and report to the insurer.
Depending on the authority given by the insurer, the adjuster may be able to agree certain aspects of the claim directly or may instead make recommendations for the insurer to consider.
The insurer normally pays the fee of the loss adjuster it appoints. If a policyholder appoints their own loss adjuster, the policyholder will normally be responsible for that professional’s fee unless another applicable arrangement or policy provision covers it.
When ILA is appointed, we gather information from the policyholder, inspect the available damage where appropriate and help prepare evidence relevant to the claim. We then use that information when communicating with the insurer and its representatives.
How Much Does Independent Loss Adjusters Charge?
Where Independent Loss Adjusters manages and negotiates a claim, our standard fee is 10% plus VAT of the relevant settlement amount.
If you choose an ILA-recommended contractor to undertake reinstatement work, the contractor may cover our fee for the proportion of work they complete. You remain free to appoint your own contractor.
The applicable fee arrangement and service terms are explained before appointment so that you can decide whether the support is appropriate for your claim.
Independence Is Not the Same as Neutrality
When ILA is appointed by a policyholder, we are not acting as a neutral adjudicator between the policyholder and insurer.
We are appointed to represent the policyholder. Independence in this context relates to professional judgement and the fact that we are not appointed or instructed by the insurer.
Our assessment should still be evidence-led and professionally reasoned. Representing a policyholder does not mean that every disputed item must be supported or that every insurer position is wrong.
Where the policy wording and evidence support the insurer’s position, that should be explained clearly. Where there is a reasonable basis to question it, further evidence or clarification may be appropriate.
When Might ILA Be Useful for Your Claim?
ILA may be useful where a domestic or commercial property claim involves extensive damage, significant repair work, technical evidence or disagreement about the insurer’s position.
Depending on the circumstances, we can help coordinate claim information, review relevant evidence and policy wording, communicate with the insurer and consider proposed repair scopes or settlements.
We may also help coordinate appropriate professional or contractor input where this is relevant to the claim and agreed with the policyholder.
Not every claim needs professional representation, and appointing ILA does not guarantee a successful outcome or higher settlement.
Conclusion
An Independent Loss Adjuster can provide policyholder-side support where a property insurance claim is extensive, technically complex or difficult to manage.
The most important distinction is who the professional has been appointed to represent. An insurer-appointed loss adjuster works within the insurer’s claims process, while a policyholder-appointed representative works for the policyholder.
Professional representation can help organise evidence, explain claim issues and provide a dedicated point of contact, but it cannot guarantee that a claim will be accepted or that a particular settlement will be achieved.
Our Property Insurance Claims Process guide explains the wider stages a property claim may go through.
Need Help With a Complex Property Insurance Claim?
If you already have a property insurance claim and are unsure about the insurer’s position, evidence requirements, repair scope or proposed settlement, Independent Loss Adjusters can provide free initial insurance claim advice.
If ILA is appointed, depending on the claim we can review relevant policy wording and evidence, help organise claim information, communicate with the insurer and review proposed repair scopes or settlements.
Professional claim support does not guarantee that a claim will be accepted, resolved within a particular timescale or result in a higher settlement. The outcome will depend on the policy wording, evidence and circumstances.
Our Insurance Claims Management page explains our service, scope and applicable fees.
For free initial insurance claim advice, call 0800 002 5178 or request a callback.
Darren Carter
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
Customer Testimonials
Feedback From Clients Who Needed Claim Support
Property insurance claims can quickly become confusing when there are delays, unclear decisions or disagreements over the settlement. These testimonials show how Independent Loss Adjusters has helped clients feel better informed, better supported and more in control of the claim process.
“We had a very complex insurance claim which Michael and his team worked tirelessly to resolve. We had zero experience in dealing with insurance companies and we would have been lost without them.”
“Glenn took the time to understand the extreme toll this situation was taking on my family and provided clear, honest and highly effective tactical guidance at every single step. Sue Young was equally exceptional, ensuring seamless communication and keeping the momentum going.”
“Choosing ILA, with Glenn guiding us through the complex insurance claims process, was the best decision we made. We cannot imagine navigating this ordeal without the assistance of Glenn, Sue, and the entire ILA team.”
“ILA are superb at engaging, on your behalf, with insurance companies. They take ownership of the situation for you and work with you to deliver a tremendous outcome. If your insurance claim has stalled, I would recommend you contact Glenn and Sue at ILA - You will be in exceptionally capable hands.”
“Mike and Team are Absolutely Fantastic. We in no way could have managed our insurance claim in the way that he has been able to. For any future claims I would use Mike from the start.”
“From the first call they just knew what they were doing. They were easy to talk to, always kept me updated and nothing ever felt like too much trouble.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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Why Policyholders Speak to ILA
A difficult claim often involves policy wording, technical evidence, repair costs and several parties. Our Loss Adjusters help policyholders understand the position and approach the next step with clearer information.
Policyholder-Focused
ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
Experienced Claims Team
Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
Evidence-Led Guidance
We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
FCA Authorised
Our regulated status supports clear information, appropriate conduct and fair treatment throughout the customer journey.
Independent Loss Adjusters Ltd is authorised and regulated by the Financial Conduct Authority for insurance distribution activities.
Need Clearer Direction on Your Claim?
Tell us what has happened and where the claim currently stands. We will review the initial information and explain whether ILA may be able to help.
Every claim depends on its individual circumstances, supporting evidence and policy wording. No particular outcome can be guaranteed.
PROPERTY DAMAGE CLAIMS
Help with Property Damage Claims
Different types of damage bring different questions about evidence, repairs and cover. Choose the claim type below to see how ILA may be able to help.
Flood Damage Claims
We can help assess water damage, organise the evidence and present the claim under your policy.
Flood Damage Claim Help
Fire Damage Claims
We review the damage, repair scope and reinstatement costs to help you understand the claim position.
Fire Damage Claim Help
Business Interruption Claims
We assess the interruption, financial records and policy position when insured damage affects trading.
Business Interruption Help
Malicious Damage Claims
We review the damage, circumstances and evidence after vandalism or deliberate damage.
Malicious Damage Claim Help
Impact Damage Claims
We can assess collision or impact damage and review the repair evidence and settlement position.
Impact damage claim help
Theft Insurance Claims
We help organise supporting evidence and review the claim position after burglary or theft.
Theft Claim HelpRequest Free Initial Insurance Claim Advice
Tell us what happened and where your claim stands. The initial conversation is free and without obligation. We’ll ask a few questions and explain whether ILA may be able to help. You can call us or complete the form; we’ll contact you using the details you provide.
If you choose ongoing support, we’ll explain the service and fee before work begins. Our general fee is 10% plus VAT of the overall settlement. Where you appoint ILA’s recommended contractors for the agreed reinstatement works, our fee is generally covered through that contractor route. The position depends on your claim and the proposed work.
What Happens After You Request a Callback?
When we speak, we’ll ask a few initial questions about the damage, your insurance policy and the current position of your claim.
You don’t need to have every document ready. The first conversation is simply to understand what has happened and whether we may be able to help.
If you’d prefer to speak to us directly, call 0800 002 5178.
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