Last Updated on September 24, 2026 by Darren Carter.
Navigating an insurance claim can feel difficult, particularly when the policy wording, exclusions, evidence requirements and different claims professionals are unfamiliar.
One source of confusion is the role of the loss adjuster. A loss adjuster may be appointed within the insurer’s claims process, while a policyholder can also appoint their own professional to provide claim support.
Understanding who appointed each professional, who they report to and whose interests they are engaged to represent can make those roles much easier to understand.
But what if there were professionals dedicated solely to helping you as the policyholder rather than representing the interests of an insurance company?
In this podcast, Michael Williamson explains the practical difference between a professional appointed within an insurer’s claims process and one appointed directly by the policyholder.
An insurer-appointed loss adjuster may inspect the damage, investigate the circumstances, consider the policy position and report within the insurer’s claims process. That appointment does not itself imply unfairness or bad faith, but the adjuster has not been appointed to represent the policyholder.
When Independent Loss Adjusters is appointed by a policyholder, we work for that policyholder rather than the insurer. Our role can include reviewing the available evidence and policy wording, helping organise the claim and communicating with the insurer where we are appointed to do so.
The distinction is therefore about appointment, reporting and representation rather than assuming that one professional is acting fairly and another is not.
A policyholder-appointed loss adjuster or claims representative can help the policyholder understand the claim, relevant policy wording and evidence that may be required.
That does not mean every disputed or rejected claim should be challenged. Sometimes the available evidence and policy wording may support the insurer’s position. In those circumstances, a clear explanation can be just as important as identifying an issue that genuinely warrants further review.
Where there is a reasonable basis to question the insurer’s position, further evidence or clarification may be appropriate. Where there is not, the policyholder should be given a straightforward explanation of why.
Michael also highlights the value of having a consistent point of contact during a property insurance claim.
When ILA is appointed, the team can listen to the policyholder’s concerns, review relevant policy wording and explain the issues affecting the claim in plain English.
Depending on the circumstances, this can include identifying policy provisions that may be relevant, helping organise evidence and discussing the available options as the claim develops.
Some property insurance claims require specialist input beyond the loss adjuster’s own assessment. Depending on the issue, this may include surveyors, engineers, contractors, accountants or other appropriately qualified professionals.
Where ILA recommends or coordinates specialist input, the purpose is to obtain relevant technical information about matters such as causation, damage, repair scope, valuation or reinstatement.
Any commercial relationships, costs and responsibilities should be explained clearly. The policyholder remains free to make informed decisions about the professionals or contractors they appoint.
One of the most useful things a policyholder can understand is who each professional involved in the claim represents.
An insurer-appointed professional may investigate, assess and report within the insurer’s claim process. A policyholder-appointed representative is instead engaged to represent the policyholder’s interests. Neither description, by itself, determines whether a particular conclusion is correct.
The important questions include who made the appointment, who gives instructions, who the professional reports to, how they are paid and whether relevant conflicts or commercial relationships are clearly disclosed.
Our guide to what “independent” means in an insurance claim examines these distinctions in more detail.
If a property insurance claim becomes difficult to understand or manage, Independent Loss Adjusters may be able to provide policyholder-side support.
When ILA is appointed, we work for the policyholder rather than the insurer. Depending on the claim, our support can include:
Professional claim support does not guarantee that a claim will be accepted, that a settlement will increase or that a particular outcome will be achieved. The outcome will depend on the policy wording, evidence and circumstances of the claim.
Our Insurance Claims Management page explains ILA’s service, scope and applicable fees in more detail.
What Our Clients Say After Working With ILA
When your property claim feels uncertain, it can help to hear from people who have already been through the process. These testimonials show how Independent Loss Adjusters has helped clients deal with insurers, evidence, delays, settlement concerns and the practical steps needed to move a claim forward.
“Michael will do the job to the end he is a professional in his work. Thanks to his team all my problems were solved.”
“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.”
“I received excellent and speedy advice from Michael at ILA - I was hesitant to call in but feel so much better that I did, highly recommend!”
“ILA have been fantastic throughout this process. I would highly recommend them.”
“Our loss adjuster, Michael, was very professional and provided clear communication from the onset. The claim was ultimately settled in quick time, with minimal complications.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
Michael Williamson and Claire Massey discuss insurance claim delays, repair proposals, communication and settlement concerns, with practical points to help policyholders ask better questions.
Michael Williamson discusses contents insurance valuation, replacement cost, underinsurance and claim considerations, helping homeowners understand how household belongings should be recorded and valued.
Michael Williamson explains consumer insurance misrepresentation, how CIDRA applies when answering insurer questions and what policyholders should consider if misrepresentation is raised during a claim.
Claim rejected, delayed, under investigation or offered a settlement you’re unsure about? Our guide covers what to check next, underinsurance and help with an existing claim.
Explore Common Claim Problems
Understand the difference between insurer-appointed and independent loss adjusters, what each role involves and when independent claim support may be appropriate.
Loss Adjuster Guides
Practical guidance on preparing, documenting and progressing an insurance claim, including what to do when questions, delays or disputes arise.
Making a Claim Guides
Clear explanations of common insurance terms, policy wording and claims terminology to help you understand correspondence, decisions and the claims process.
Insurance Terminology GuidesCLEAR, PROFESSIONAL CLAIM SUPPORT
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.
ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
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.
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
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.
We can help assess water damage, organise the evidence and present the claim under your policy.
Flood Damage Claim Help
We review the damage, repair scope and reinstatement costs to help you understand the claim position.
Fire Damage Claim Help
We assess the interruption, financial records and policy position when insured damage affects trading.
Business Interruption Help
We review the damage, circumstances and evidence after vandalism or deliberate damage.
Malicious Damage Claim Help
We can assess collision or impact damage and review the repair evidence and settlement position.
Impact damage claim help
We help organise supporting evidence and review the claim position after burglary or theft.
Theft Claim Help
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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