CILA Claims Professionals’ Conference & Dinner 2025
THE WAY AHEAD
Navigating the changing world of loss adjusting
Agenda
Date: This event is completed
EVENT AGENDA
09:00 - 09:30 : Foyer, Hall 11
Event Registration
Event registrations and morning refreshments.
Early networking and opportunity to meet exhibitors.
09:30 - 09:35 : Hall 9
Welcome
John Bissell – CILA Executive Director
09:35 - 09:45 : Hall 9
Introduction
CILA President 2025-26
09:45 - 10:15 : Hall 9
The Future of Claims
Ben Bolton - Gracechurch Consulting
This session explores how claims functions are evolving to meet changing customer needs and deliver competitive advantage. We’ll look at emerging service trends, the competencies and operating models driving high performance, and how insurers are rethinking claims as a differentiator. Gain insight into what these shifts mean for loss adjusters, insurers, and claims professionals in the years ahead.
10:15 - 11:00 : Hall 9
Insights to customer trends
Representatives - Financial Ombudsman Service
Hear the latest insights from the Financial Ombudsman Service, including key updates on current trends in the claims landscape. This session will highlight examples of good practice as well as areas where change is needed, offering practical guidance for insurers, adjusters, and service providers. Gain a clear perspective on how to enhance processes, communication, and decision-making to achieve better consumer outcomes and reduce the risk of escalation to the Ombudsman.
11:00 - 11:30 : Hall 11
Refreshments
Mid-morning coffee, tea, opportunity to network and visit event exhibitors
11:30 - 12:15 : Hall 9
RISCAuthority and
The Large Loss, Fire & Flood Database
Don Oakley - FPA
& Robin Ehrlich - QuestGates
This session will explore the work of FPA and RISC Authority in advancing fire prevention and risk management through data-driven insight. Attendees will gain an understanding of the Large Loss Fire Database, its significance to the insurance industry, and why adjuster awareness is crucial. We’ll discuss the importance of submitting accurate and meaningful data at key points in the claims process, and how this supports better outcomes across the sector. The session will also highlight the benefits to organisations such as CILA, insurers, and fire safety bodies, along with planned improvements that aim to enhance the database’s effectiveness and accessibility.
11:30 - 12:15 : Hall 10A
Blue Sky Thinking:
Sky & Mace vs Riverstone
Mark Simmons - McLarens,
Louis Foscolo & Caitlin Gallagher - Kennedys
The Sky & Mace v Riverstone (2024) decision carries important lessons for property claims well beyond construction. In this Q&A session, we’ll examine how the case addresses the meaning of damage, development and deterioration damage, the “death blow” principle, uncommercial cases, investigation costs, and aggregation. With Sky Central in West London as the backdrop, the session will consider what this ruling means for current practice and the future of complex property claims.
12:15 - 13:00 : Hall 9
The Perfect Storm
Alex Wakefield - McLarens
& Mike Boast - Gately Smithers Purslow
When faced with devastation and complex challenges, how can adjusters navigate safely to the right outcome?
In this 45-minute discussion, adjusting and surveying specialists share approaches to managing risk, overcoming obstacles, and guiding investigations through to resolution.
12:15 - 13:00 : Hall 10A
Lithium-ion Batteries
Lucy Pinkard - Hawkins
With the move towards a greener and more environmentally friendly world, the abundance of lithium-ion batteries and the risks associated with them are increasing.
In this 45-minute session you will be given an overview of the main hazards associated with lithium-ion batteries. From determining if manufacturer defects, in proper use or disposal are at fault, forensic investigation can assist in concluding causation and help you to understand how a related claim should be progressed.
13:00 - 14:00 : Hall 11
Lunch
Food and refreshments, networking and visit event exhibitors
14:00 - 14:45 : Hall 9
Judgment Calls: What Recent Cases Mean for the Future of Policy Interpretation
Nicola Maher, Lauren Murphy - Edwin Coe
& Melissa Cunningham - Marsh
Nicola Maher, Lauren Murphy and Melissa Cunningham unpack key claim judgments over the last 12 months and share practical applications for future policy interpretation and litigation.
14:00 - 14:45 : Hall 10A
Investigating Fires and Engineer Failures: The Forensic Link to Insurance Claims: Burgoynes
James May, Matthew Suddards - Burgoynes
& Nathan Holt - Crawford & Company
This session will explore what forensic investigation is and how it relates to insurance claims and legal proceedings. The session will discuss the process of forensic investigation, the role of the investigator and how investigations inform on areas such as policy response and recovery. The points discussed will be illustrated with case examples
14:45 - 15:15 : Hall 11
Refreshments
Afternoon coffee, tea, network and visit event exhibitors
15:15 - 16:00 : Hall 9
The Show Can't Go On
Shaun Coyne - Hyperion Adjusters
When major events are disrupted, the financial and reputational stakes can be enormous. This session will uncover the fascinating worlds of contingency and non‑appearance adjusting, where no two claims are ever the same. Join Shaun Coyne (Hyperion Adjusters) to discover how these specialist adjusters navigate high‑pressure situations, balance competing interests, and bring clarity when the unexpected happens.
16:00 - 16:45 : Hall 9
The Risks and Rewards of AI in Claims
Eddie Longworth - e2e Total Loss Claims Management
Understanding the opportunities presented by the use of AI set alongside the moral, ethical, and business dilemmas of the greatest technology ever invented (probably!).
16:45 - 17:00 : Hall 9
Closing Remarks
John Bissell – CILA Executive Director
19:00 : Hall 11
Drinks, Dinner, Conversation
Join us for the evening three-course dinner; also open to non-conference attendees – for relaxed networking and continued conversation.