Terms &
Conditions

Terms & Conditions (Terms of Business)

Independent Loss Adjusters Limited
Last updated: 20th February 2026

1. Introduction

These Terms of Business set out the basis on which Independent Loss Adjusters Limited (“ILA”, “we”, “us”, “our”) provides services to you.

By instructing us, you agree to these terms.

2. Our Services

We provide independent loss assessing and insurance claims support services, as agreed with you in writing (including by email, engagement letter, or signed mandate).

We will provide our services:

• With reasonable care and skill, and
• In accordance with applicable laws and regulations.

3. Scope of Engagement

The scope of our services will be set out in your engagement letter, mandate, or other written agreement.

If you ask us to carry out work outside the agreed scope, we may:

• Agree to do so; and
• Charge additional fees (which we will discuss with you first, where reasonably practicable).

4. Fees and Payment

Our fees will be agreed with you in advance and confirmed in writing.

Unless otherwise agreed in writing:

• Invoices are payable within 30 days of the invoice date; and
• We reserve the right to charge interest on overdue sums at a reasonable rate permitted by law.

5. Your Responsibilities

To help us support your claim effectively, you agree to:

• Provide accurate and Complete information;
• Provide documents, photos, and other evidence we reasonably request;
• Tell us promptly about any changes relevant to your claim, and
• Respond to reasonable requests within a reasonable time.

We are not responsible for delays caused by missing, incomplete, or late information from you or third parties.

6. Confidentiality and Information Sharing

We will keep your information confidential and will not disclose it to third parties except:

• Where necessary to provide our services (including to insurers, contractors, professional advisers, and service providers acting on our behalf);
• Where required or permitted by law, regulation, or a court/authority;
• where you have authorised us to do so; or
• Where sharing is carried out in accordance with our Privacy Policy.

Where relevant to your enquiry or claim, we may share necessary personal data between Exactum, Independent Loss Adjusters (ILA) and Independent Supplier Network (ISN) where we reasonably believe this allows us (or the receiving organisation) to provide enhanced and/or relevant services, and where there is an appropriate lawful basis to do so.

Depending on the circumstances, the receiving organisation may act as an independent data controller for its own services.

If you wish to object to this sharing, please tell us, and we will record your preference where legally possible.

7. Data Protection and Privacy

We process personal data in accordance with applicable UK data protection law, including the UK GDPR and Data Protection Act 2018.

Please read our Privacy Policy for full details of:

• What personal data that we collect;
• How we use it;
• Who we share it with;
• Retention periods; and
• Your rights.

8. Client Success Stories, Testimonials and Photos

8.1 Anonymised case studies and non-identifying content

To help explain our services and outcomes, we may create and publish anonymised case studies based on claims we have handled.

By instructing us, you agree that we may use claim information for this purpose only where the published content is anonymised and does not identify you (directly or indirectly), your address, policy details, or other confidential/personal information.

We may also use non-identifying images related to a claim (for example, close-up damage images) where they do not reveal personal data or confidential information.

We may edit anonymised content for clarity, formatting, and presentation.

8.2 Identifiable testimonials, success stories and photos

If we wish to publish content that identifies you (or could reasonably identify you), including but not limited to:

• Your name, initials, or location;
• A direct testimonial or review attributed to you;
• Before-and-after photos of your property or other recognisable images; or
• Detailed claim circumstances that may identify you,

We may ask for your separate prior consent before publication.

Your consent may be requested separately from these Terms & Conditions, will not be a condition of receiving our services, and may be withdrawn at any time.

8.3 How we may use and edit content

Where consent is given (or where content is used in anonymised form under section 8.1), you grant us a non-exclusive, royalty-free licence to use, reproduce, edit, and publish the relevant content on our website for promotional and informational purposes.

We may make reasonable edits for:

• Spelling and grammar;
• Clarity;
• Formatting;
• Image cropping/resizing; and
• Removal of personal or sensitive information.

We will not materially change the meaning of any testimonial.

8.4 Withdrawal and removal

If you withdraw consent for identifiable content, we will stop future use and remove the relevant content from our website within a reasonable period (subject to technical and operational constraints).

Withdrawal does not affect use that took place before withdrawal.

8.5 Client-provided content

If you provide us with testimonial text, photos, or other content for publication, you confirm that:

• The information is true to the best of your knowledge.
• You have the right to share it with us, and
• it does not infringe on another person’s rights.

We reserve the right not to publish any content.

8.6 Sensitive or third-party information

Please do not send us content for publication that includes:

• Policy numbers, claim references, full addresses, number plates, or other unnecessary identifying information; or
• Information about other individuals, unless you have their permission.

We may redact or decline content where necessary.

9. Intellectual Property

All content on this website (except content provided by clients or third parties) belongs to ILA or our licensors and may not be copied, reproduced, or reused without permission.

10. Limitation of Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation; or
• Any other liability which cannot be excluded by law.

Subject to the above, our liability to you for losses arising from our services will be limited to the amount of fees paid (or payable) by you for the relevant services, and we will not be liable for indirect or consequential loss.

11. Changes to These Terms

We may update these Terms & Conditions from time to time. The latest version will be published on this page with an updated “Last updated” date.

12. Governing Law and Jurisdiction

These terms are governed by the laws of England and Wales.

Any dispute arising out of or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Us

If you have any questions about these Terms & Conditions, our services, or your data, please get in touch with us via our website contact page or the contact details shown on the website.