Written by Darren Carter. Last Updated on October 12, 2026
Independent Loss Adjusters (ILA) announced a new partnership with a major international company following a successful trial of its claims validation and management model.
Under the agreement, ILA provides claims validation and management services at scale. The work includes domestic and commercial property damage, together with motor damage claims involving delivery drivers in the parcel industry.
The partnership represented an important stage in ILA’s growth and an opportunity to apply its emphasis on clear evidence, transparent communication and proportionate claim handling across a larger claims portfolio.
ILA’s story begins with a realisation. After years of working within traditional claims processes, Michael Williamson, Director of ILA, saw firsthand how outdated practices and external pressures often left consumers frustrated and underserved.
“There came a point when I said, ‘Enough is enough,’” Michael recalls. “For too long, the claims industry has been dominated by inefficiencies and external influences that compromise the consumer experience. I knew there had to be a better way – a solution that prioritises fairness, independence, and the principles of indemnity. That’s why I founded ILA.”
ILA was founded with a focus on clear communication, evidence-led claims handling and consumer understanding.
Independent Loss Adjusters Limited is authorised and regulated by the Financial Conduct Authority for insurance distribution activities. FCA reference number 979706. For retail activities within scope, the FCA Consumer Duty sets standards focused on good consumer outcomes, including consumer understanding and support.
ILA also handles personal information in accordance with applicable UK data protection requirements, including the UK GDPR.
At ILA, independence describes how claim recommendations are reached rather than a promise about the outcome of an individual claim.
The aim is to base conclusions on the policy wording, available evidence, valuation, scope and documented loss, while identifying and managing relevant commercial relationships or potential conflicts.
Our guide to what “independent” means in an insurance claim explains ILA’s approach in more detail.
The trial gave ILA an opportunity to test its claims-handling model before the wider partnership was agreed.
The approach focused on:
Where available evidence indicated that a loss was not covered, the aim was to explain the position and relevant reasons clearly rather than leave the customer uncertain about the decision.
ILA’s approach developed partly from Michael Williamson’s experience of different claims-handling models during his insurance career.
Michael traces an important part of that thinking to a 2009 visit to a high-net-worth insurer. He recalls being struck by a comparatively simple claims model, with empowered handlers and a relatively small complaints function.
For Michael, the experience demonstrated the potential value of early decision-making, clear authority and transparent communication. Those principles later influenced ILA’s focus on evidence-led claims handling and proportionate processes.
At the time of the announcement, the partnership represented a significant growth milestone for ILA. The business also reported that it was in discussions with additional prospective corporate clients.
The wider objective was to develop a claims model capable of operating at greater scale while retaining clear evidence, transparent communication and consistent handling standards.
The partnership reflected ILA’s aim to combine scalable claims handling with clear evidence, transparent communication and consistent service standards.
Independent Loss Adjusters Limited is authorised and regulated by the Financial Conduct Authority for insurance distribution activities. FCA reference number 979706. Where the FCA Consumer Duty applies, firms are expected to act to deliver good outcomes for retail customers and provide clear information and effective support.
For ILA, the focus remains on understanding the circumstances of each claim, identifying the relevant evidence and explaining findings clearly. The outcome of an individual insurance claim will still depend on the policy wording, evidence and circumstances.
For more information about Independent Loss Adjusters and its approach to claims handling, visit www.ilauk.co.uk.
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.
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.
“After having a claim rejected for a fallen tree on our house, I had given up all hope of getting anywhere! However, Chris was extremely helpful in fighting this for us and taking to the Financial Ombudsman to get it overturned and payment made.”
“Mike and his team are an essential if you have to make a claim against your insurance. I have engaged ILA on a number of occasions and they have delivered every time.”
“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.”
“ILA have been fantastic throughout this process. I would highly recommend them.”
“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!”
“Glenn and Sue have been fantastic throughout our claim. Although it has been a very stressful period, it has been relatively easy to communicate with Glenn or Sue, who have always reassured me as time went on. Above all, we are very happy with the total outcome of our claim and can highly recommend ILA.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
Michael Williamson reflects on his insurance career, personal experience of a major property claim and why policyholder-appointed loss adjusting support can be useful during complex claims.
Michael Williamson explains how buildings underinsurance can arise, why rebuild cost differs from market value and what homeowners can check before policy renewal or a claim.
A retrospective on Storm Bert’s severe rainfall and flooding, the disruption to homes and businesses, and the insurance issues property owners faced afterwards.
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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