Last Updated on October 12, 2026 by Darren Carter.
Michael Williamson began working in insurance at the age of 16 and has built his career around loss adjusting, claims investigation and property insurance claims.
His perspective has also been shaped by experiencing a significant insurance claim personally. That experience gave him a clearer understanding of the uncertainty, disruption and practical concerns policyholders can face when serious property damage occurs.
In this podcast, Michael explains why Independent Loss Adjusters focuses on policyholder-side claim support.
When ILA is appointed by a policyholder, we work for that policyholder rather than the insurer. Depending on the claim, our role can include reviewing evidence and policy wording, helping organise the claim and communicating with the insurer where we are appointed to do so.
Michael Williamson began his insurance career at 16 with RSA, formerly Royal & Sun Alliance. Over the years, he developed experience across insurance claims and became particularly interested in loss adjusting and fraud investigation.
A significant turning point came when Michael experienced a major insurance claim of his own. Seeing the process from the policyholder’s perspective gave him a greater appreciation of the practical and emotional impact a serious claim can have.
That combination of industry experience and personal experience later influenced his approach to policyholder-side loss adjusting and the development of Independent Loss Adjusters.
A loss adjuster can be appointed within an insurer’s claims process or directly by a policyholder. The important distinction is who made the appointment, who the professional reports to and whose interests they are engaged to represent.
When ILA is appointed by a homeowner, landlord or business, we work for that policyholder rather than the insurer.
This does not make ILA a neutral adjudicator between both parties. Instead, our role is to represent the policyholder while applying professional judgement to the policy wording, evidence, damage, valuation and other relevant claim issues.
Equally, the appointment of a loss adjuster by an insurer does not itself imply unfairness or bad faith. The insurer remains responsible for complying with its claims-handling obligations.
Our guide to what “independent” means in an insurance claim explains this distinction in more detail.
Michael places considerable importance on empathy during an insurance claim. Having experienced a significant claim personally, he understands that the process can involve financial uncertainty, disruption and difficult decisions alongside the physical property damage.
That experience influences the way he communicates with policyholders and explains complex claim issues. The aim is to ensure that clients understand what is happening, what evidence may be required and what decisions may need to be made.
Michael explains that ILA began operating formally in 2023, although his involvement in policyholder-side claims work predates the company. His wider insurance career provides additional context for the practical claims experience discussed throughout the podcast.
Michael also discusses the potential value of obtaining professional support before a claim has become difficult or disputed.
Early involvement can sometimes make it easier to organise evidence, understand the policy and establish what information may be needed as the claim develops. However, not every insurance claim requires professional representation, and early appointment does not guarantee a faster or easier outcome.
Where ILA is appointed, part of the role is to explain the claims process, relevant policy issues and available evidence so that the policyholder can make better-informed decisions.
Michael’s experience provides useful context for why ILA focuses on policyholder-side loss adjusting and claims management.
When Independent Loss Adjusters 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 position 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.
Feedback From Clients Who Needed Claim Support
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.
“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.”
“Michael dealt with our case in such a very professional manner, providing excellent advice and valued assistance. What really mattered here was Michael had a real connection to us, offering true empathy to our case and real sincere desire to help us to the best of his ability.”
“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.”
“From the very beginning, they demonstrated exceptional professionalism, in-depth industry knowledge, and genuine care for my situation. Their attention to detail and persistence resulted in a settlement that was both fair and far more comprehensive than I could have achieved alone.”
“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.”
“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."
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
Michael Williamson shares practical insurance claim preparation tips, including property records, photographs, maintenance evidence and digital backups that can make future losses easier to document.
The policyholder’s responsibilities during an insurance claim, including reporting damage, providing reasonable information, limiting further loss safely and preserving useful evidence for the insurer.
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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