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Michael Williamson of Independent Loss Adjusters on The One Show
Independent Loss Adjusters Featured on TV Discussing Insurance Claims and Policyholder Support
Posted by Darren Carter. Last Updated on September 28, 2026
ILA and the Fishlake Flood Claims Featured on The One Show
BBC’s The One Show featured Michael Williamson from Independent Loss Adjusters in a segment about property insurance claims following serious flooding in Fishlake, Doncaster.
The programme followed policyholders whose homes had been affected by the November 2019 floods and looked at the role a policyholder-appointed claims professional can play alongside the insurer and its own representatives.
The segment also helped highlight something many policyholders may not realise: an insurer can appoint its own loss adjuster, but a policyholder can also appoint a loss adjuster or claims representative to work on their behalf.
The Flooding Behind The One Show Feature
The Fishlake claims featured on the programme followed severe flooding across parts of Doncaster in November 2019.
Doncaster Council later reported that the November floods directly affected 897 properties across the borough.
The following winter brought further severe weather. Storm Ciara affected the UK on 8–9 February 2020, followed by Storm Dennis one week later. February 2020 ultimately became the UK’s wettest February on record at the time.
This wider period of flooding provides the historical context for the programme and the challenges faced by homeowners whose properties required extensive drying, investigation and reinstatement.
Barry a Fishlake resident who was affected by the flooding said “It just came so quickly with no time to rescue anything”. Once the water had subsided some people were waiting months for insurance claims to be paid.
Some homeowners in Fishlake, including those featured in The One Show segment, appointed Michael to provide policyholder-side support with their insurance claims.
What Is A Loss Adjuster?
A loss adjuster is a claims professional who may investigate the circumstances of a loss, assess damage, consider relevant policy issues and review the amounts being claimed.
An insurer may appoint a loss adjuster who reports within the insurer’s claims process. A policyholder can also appoint their own loss adjuster or claims representative to work on their behalf.
When ILA is appointed by a policyholder, we work for that policyholder rather than the insurer. This does not make us neutral between both parties; instead, we represent the policyholder while applying professional judgement to the policy wording, evidence, damage and supported costs.
Our guide to what “independent” means in an insurance claim explains this distinction in more detail.
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.
How Michael Supported Barry and Shelia’s Claim
The Fishlake property shown in the programme had suffered extensive flood damage. Floodwater had reached around three feet inside the home, with mould and moisture affecting different parts of the building.
The programme showed the need for substantial investigation, drying and reinstatement. Decisions about removing plaster, timber, flooring or other materials after serious flooding should depend on the extent and type of contamination, moisture levels and appropriate professional assessment rather than a blanket assumption that every affected material must be removed.
Barry and Shelia had lived at the property for 17 years and were staying in temporary accommodation while the claim and recovery work progressed.
Barry was asked why he chose to use Michael instead of dealing directly with his insurer. He said “I think were progressing faster this way you know, I can have someone to talk to rather than you are number 27 in the queue to speak to someone” Before any work could get underway, There was the big problem of Barry’s heating system.
The oil tank in Barry’s garden had collapsed which led to the fuel line breaking. This caused an estimated 600 litres of heating oil to be leaked into the house via the flood water. The oil sat in the house for several days!
At the time of the programme, Michael discussed estimated costs of around £60,000 for investigation, excavation and treatment associated with the heating-oil contamination. If the oil were to contaminate the foundations, It could be a lot more.
Barry authorised Michael to communicate and negotiate with the insurer on his behalf. In the programme, Barry said that he felt the claim was progressing more effectively after appointing ILA.
That was Barry’s individual experience. Appointing a policyholder-side loss adjuster does not guarantee that another claim will progress more quickly or within a particular timescale.
Repairs have already been agreed on in principle, but they are going to take a long time to complete. Surveyors told Barry “It’s going to be at least a year” before they can move back in. Barry is remaining positive however noting that his wife Shelia will “enjoy buying all the new furniture”.
How Michael Was Helping Mark Sangallo’s Claim
Another ILA client featured in the programme, Mark Sangallo, had also been affected by the Fishlake flooding shortly after renovating the downstairs of his home.
Mark appointed ILA for professional support with the claim and the communication involved in progressing it.
Mark was asked if Michael had helped him. He said, “Definitely, it takes the pressure off of you chasing the insurers. I know people say you can just ring up, but at the time I don’t want the hassle it’s better to leave it to them who know”. Mark’s claim couldn’t be agreed on as the insures needed to also inspect the damage.
So, he couldn’t do anything at the time. That meant every day the problems were getting worse. He said “You get mould upstairs on the lampshades on the bed on the table. If it doesn’t go out soon, I’m guessing it’s going to damage everything else”.
The loss adjusters working the claim at the time said “It’s frustrating for us because we can see the damage upstairs happening and we can’t really stop it until we get approval to carry out work.” The other Loss Adjuster said, “If we don’t tackle it soon the bills going to increase”.
Mark was living with family and had said it would be at least 10 months before he could move back in! But he’s trying to stay positive. “You’ve got to go away from it, Pick your head up, and carry on and just hope everything clicks into place”.
The Association of British Insurers (ABI) advises people affected by flooding to contact their insurer as soon as possible. The insurer can explain the claims process, arrange relevant inspections and advise on issues such as alternative accommodation, immediate clean-up and repairs.
A policyholder can also appoint their own claims professional. Early support can sometimes help organise evidence and explain the process, particularly where the loss is extensive or complex.
However, not every insurance claim requires separate professional representation, and appointing a loss adjuster early does not guarantee faster progress or a particular claim outcome.
The decision should depend on the complexity of the damage, the support required, the policyholder’s circumstances and the applicable fee.
*Transcript taken from The One Show.
Need Help With a Flood or Property Insurance Claim?
If you already have a flood or other 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.
“The insurer was being a nightmare and dragged the case on for months, but in the end, with Glenn’s help and guidance, we received the payout needed to rectify the damage. Without Glenn, we would have only received 20% of the actual costs to restore the damage!”
“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.”
“We were at the end of our tether with the communication problem with the insurance and their appointed assessor. We contacted ILA and got an independent assessor Glenn Weatherall and his assistant, they couldn't do enough for us."
“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.”
“We were really struggling with our insurance claim until we decided to use ILA. Glen and Sue took charge of the claim and took the worry away from us. Thank you both for your help and support throughout the process.”
“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.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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Insurance Terminology GuidesCLEAR, PROFESSIONAL CLAIM SUPPORT
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.
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We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
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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.
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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.
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