CILA Report

SHAPING
the FUTURE
OF THE
CLAIMS
PROFESSION
Annual Report 2015/16
The Chartered Institute of Loss Adjusters
Leading the way in claims
THE CHARTERED INSTITUTE

OF LOSS ADJUSTERS
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Council & Officers 2015-2016
Offices
Council
President
Benedict Burke BA ACII FCILA
N.R. Baldwin ACII ACILA Property SIG
Deputy President
Jonathan Clark MA MScDipEng ACII FCILA
S Burley ACII FCILA FIFAA Northern Area
Vice Presidents
C.A. Holland BA (Hons ACII ACILA
K.C. Wood MA(Oxon) ACII CDir FCILA
Mike Jones ACII FCILA
Honorary Secretary
A.J. Considine Bsc Dip CII FCILA
Honorary Treasurer
K.C. Wood ACII CDir FCILA
Chairman Examinations Committee
L. Exford MRICS, FCILA
Honorary Solicitor
Tony Dempster (Herbert Smith Freehills LLP)
C.A. Holland BA (Hons) ACII ACILA International SIG

N. Croan ACII FCILA Scottish Area
M.J. Gabbitass ACII ACILA Liability SIG
M Haynes ACILA Independent
A.D. Humphrey LLB (Hons) MA ACII CIP ACILA
Construction, Energy & Engineering SIG
I. Johnston BSc ACII ACILA FIFAA Independent
W.A.C. Tucker FCILA FUEDI ELAE Claimant SIG
J.A. Parvin BSc (Hons) MIStructE MaPS ACILA
Subsidence SIG
R.D. Pitt ACII ACILA Smaller Independent Practices SIG
N. Powell Dip CII ACILA Future Focus Group
Honorary Auditor
Kingston Smith
J. Eves ACII FCILA Republic of Ireland Area
Executive Director
M.J. Hyde BSc (Hons) Dip (Fr) FCII FCILA
S Nock FCILA Business Interruption SIG
Technical Marketing Manager

A.B. Gamble BA (Hons) Dip CII
S.S. Wallace ACII CDipAF FCILA Northern Ireland Area
T.P. Richardson ACII ACILA ACFS Anti Fraud SIG

A.J. Walker ACII ACILA Midlands Area
W. Wilson BSc ARICS ACILA High Net Worth & Specie SIG
Registered Office
20 Ironmonger Lane
London EC2V 8EP
tel +44 (0)20 3861 5720
email:info@cila.co.uk
www.cila.co.uk
www.twitter.com/TheCILA
Annual Report 2015/16 2
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Contents
Institute Governance
Statement
operates under the terms of the Royal
Charter, bye-laws and regulations.
04
Presidents Report
07
Treasurers Report
08
Financial Statements
09
Balance Sheet
10
Income & Expenditure Account
10
Details of Income
11
Details of Expenditure
12
Note to the Accounts
13
Executive Directors Report
14
Benevolent Fund
15
Media & Web
16
Membership
17
Examinations
18
Professional Conduct
19
Synergy
20
Special Interest Groups
22
Review of the Presidents year
23
Minutes of AGM 2015
CILA Council
Council considers, reviews and approves strategy,
operational plans and budgets proposed by the Executive
Director and Executive Committee. It articulates the
views of members on all those matters and delegates
the powers and authority conferred by the Royal Charter
and bye-laws to the Committees and Executive Director.
Council meets frequently throughout the year.
Executive Committee
The purpose of the Executive Committee is to formulate
strategy. The Committee comprises the Officers of
the Institute and the Executive Director. The Executive
Committee meets frequently throughout the year.
CILA Committees
The Institute has seven Committees as follows:
Examinations
Finance
Media & Web
Membership
Synergy
Each of the committees meet throughout the year,
and report back to the Executive Committee and Council.
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Presidents Report
When I was first elected President of the Chartered
Institute of Loss Adjusters, I told members how
proud I was to be a part of this industry.
Benedict Burke, President
I encouraged colleagues to be Proud and Shout about

their individual and collective achievements and almost
a year on there have certainly been plenty of examples
where our membership has excelled.
We are rightly judged by our performances

on the ground and last years winter storm
season beginning with Desmond in early
December certainly put the sector through
its paces. Im very pleased to say the industry
delivered a great service, backed up by
some uncharacteristically good press as
our colleagues in the Association of British
Insurers used their influence to inform the
media about adjusters making more than
10,000 visits in a matter of weeks.
What may not have been publicised is the fact that
many adjusters cancelled their own Christmas plans
and spent weeks away from their own families to ensure
customers were taken care of in their time of need.
With every passing year, the level of engagement we
receive from press, public and policymakers increases.
Although the winter of 2015 was far from the worst
surge period in recent years, the CILA involved itself in
a number of events which helped us put a more public
face on the institute and our profession.
First was our invitation to the Carlisle public meeting
in January, where I was a panellist alongside flood
victim Dr Stephen Gibbs, the local MP John Stevenson,
local MEP Julie Ward and representatives from the
Environment Agency, County and City Councils. At the
meeting we took a great many lessons home, including
the simple fact that any opportunity to engage with
people directly is worth doing and I hope my successors
will be afforded the same chance.
Secondly, we were able to use what weve learned from

these engagements by performing a new lobbying
function on behalf of our own membership.
In March, I presented to MPs at the All Party
Parliamentary Group on Insurance and Financial
Services to explain what Id learned at that meeting
and also to remind policymakers of the realities our
profession faces.
Whilst stretching our operations, the call on
additional resource from our members in winter 2015
was manageable, but it is a fact that numbers in the
profession are significantly lower than they were when
Tewkesbury was underwater in 2007. Therefore I
reminded the APPG that the markets ability to respond
to an event of those proportions in line with the
customer expectations outlined above remains open.
It is important that we remind both our clients

in the insurance industry of this fact and policy
makers as well. Without their understanding
of the true nature of surge response, we cannot
expect to be listened to when a more
significant event occurs.
While surge events frequently dominate our industry
calendar, Im very pleased with the CILAs continuing
commitment to sharing knowledge and furthering the
education of its membership. To that end, our Special
Interest Groups (SIGs) continue to play a key role. I had
the opportunity to attend several of the 13 regional
seminars that were arranged and delivered by our
SIGs this year and was impressed by both the calibre
of speakers and the level of engagement and debate
from audiences. Our SIG volunteers have also hosted
webinars, written magazine articles, produced technical
papers and contributed to the CILA examination process.
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Encouraging and supporting members to

attain CILA qualification is fundamental to
the Institute and the growth in number of
exams being sat is hugely encouraging. This
year we anticipate that over 1,150 exams
will be attempted by CILA members,

compared to just 49 in 2008. The reach of
our exams is also expanding with a record
number of exam centres being required for
the October 2016 exams.
Continued on the next page.
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Indeed, the development of our international

membership has been a major objective as we look to
enhance and engage with adjusters round the world.
During June 2015, myself, Executive Director Malcolm
Hyde and Technical Marketing Manager, Alison Gamble,
visited key markets in the East Asia to promote the
Institutes work and build working relationships with
like-minded bodies such as the Malaysian Insurance
Institute and the Singapore College of Insurance.
My final point brings us back to the original

theme of taking pride in what we do and the
industry in which we work. For all of the
above reasons I am very proud of what we
do, but perhaps this year I am most pleased
with the steps our Institute has taken towards
addressing the elephant in the room; diversity.
Our historically male dominated industry is, Im afraid,
looking anachronistic with every passing year. This is
why I was so pleased that the Women in CILA group
was formed in 2015, inspired by the appointment of
Candy Holland as the first female President of the CILA.
The group takes positive action to address the current
gender imbalance in CILA qualification progression
and looks to break down barriers to female progression,
providing role models in loss adjusting, creating
networking opportunities and encouraging female
participation in Institute activities.
Meanwhile, gender imbalance is only part of the

story. On a blog earlier in the year, I said I wanted
my profession to reflect the demographics of the
communities we support. We created a diversity and
inclusivity policy which conveys the benefits of diversity
and inclusion not in a moral context, but as a businesscritical issue.
Those of us with roles in business development will
recognise how requests for proposals (RFPs) increasingly
include direct evidential requests on diversity and
inclusion policies. Other professional services are leading
the way on this and I hope that the creation of these
frameworks that support our members to build diversity
into their business, are a worthy legacy of my time as
President of the CILA.
Finally, I would urge all our members to

be proud and to shout about how we come
to the fore when the country suffers from
extreme weather, about how our technical
expertise provides real solutions on the most
complex and large claims, about how we give
impartiality to the claims process and how
we have for over 100 years supported the
insurance industry globally, in a governed,
compliant and honest way.
Benedict Burke
President
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Treasurers Report
It is pleasing once again to report an increase in the total
income of the Institute. At the 2015 Annual General Meeting
we were able to report a continued growth in our reserves
and highlighted our intent to use some of those reserves to
fund our office move and our international initiatives.
Kevin Wood
It is pleasing once again to report an increase in the

total income of the Institute. At the 2015 Annual
General Meeting we were able to report a continued
growth in our reserves and highlighted our intent to
use some of those reserves to fund our office move
and our international initiatives.
I am delighted to report that the office move took place
and the Institutes new location is fit for purpose. It
should be noted by members that our previous location
was considerably less expensive as it was located in
a semi-basement and was provided by our industry
friends the Association of British Insurers. The move
was forced upon us by their need to vacate the building.
The Executive Director set out a project plan to the
Executive Committee for the office move. This included
stage breaks where the Executive Committees approval
was required before incurring costs beyond those
already approved.
Having reached each stage the Executive Committee
were kept informed via the reporting mechanism
set and in this way members could be assured of
appropriate governance of this project.
Further, members will note that we have

developed the new website which is now
in place. This was a large project for the
Secretariat to undertake but has produced a
most pleasing outcome. Again, the Executive
Director has kept the Executive Committee
fully informed of progress on this project.
Members voted at the 2015 AGM to change our auditors
to Kingston Smith LLP. Following discussions with the
new auditors and at their recommendation, it was
agreed by the Finance Committee and subsequently by
Council that the Institute should change the Financial
Year to correspond with our Membership and
subscription year that is January to December.
In consequence of the change in Financial Year, we are

now in a stage of transition and adjustment, but an audit
is being undertaken of the 12 month financial accounts
to 30th June 2016 and a further audit will be undertaken
in February 2017 of the subsequent 6 month period to
31st December 2016. The results of the full 18 month
period to 31st December 2016 will be reported at the
September 2017 AGM.
The accounting treatment of the cost of the website has
also been reviewed by our new auditors who advised that
due to its clear ongoing economic value, this should be
capitalised and subsequently deprecated over five
years. As the project was paid for last year, a prior year
adjustment has been agreed and whilst this results in
an increase in the Reserves brought forward to the year,
the depreciation charge not initially anticipated has
added to the deficit.
At the time of preparing this report, I am expecting
the Institute deficit to be broadly in line with Budget at
around 21,000, this largely accounted for by the cost
of the office move and approved international activities.
The provisional forecast for the new 2017 Financial Year
is broadly break even, but the Finance Committee have
agreed and recommended a small increase in Subscriptions
for the year of 10 for Fellows, Associates and Certified
members and 5 for Certificate, Diploma and Advanced
Diploma holders. It should be noted that there have been
no subscription increases for three years and in future,
the finance Committee believe that more incremental
increases in line with any inflation would be appropriate.
Malcolm and his team continue to ensure that the
Institute is run with appropriate fiscal prudence and
governance, but in a friendly and efficient manner; for
this, we are all sincerely grateful. It is this approach that
ensures the Institute continues to play its part in the
changes affecting us all, serve the needs of our Members
yet remain in a strong and healthy financial position.
Kevin Wood
Honorary Treasurer
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Financial Statements
Statement of Councils responsibilities
The Byelaws of the Institute require the Council to
prepare financial statements for each financial period
which give a true and fair view of the state of affairs
of the Institute and of its income and expenditure for
that period. In preparing the financial statements,
the council is required to:
select suitable accounting policies and then
apply them consistently;
make judgements and estimates that are
reasonable and prudent;
prepare the accounts on the going concern
basis unless it is inappropriate
to presume that the Institute will continue
in business.
The Treasurer is responsible for ensuring that
proper accounting records are kept which disclose
with reasonable accuracy at any time the financial
position of the Institute. The Council is responsible
for safeguarding the assets of the Institute and
hence for taking reasonable steps for the prevention
and detection of fraud and other irregularities.
Auditors report to the Members of the Chartered
Institute of Loss Adjusters
We have audited the financial statements of The
Chartered Institute of Loss Adjusters for the year ended
30th June 2016 on pages 9 to 12 which comprise the
income and expenditure account, the balance sheet
and the related notes. These financial statements
have been prepared in accordance with the accounting
policies set out on page 12.
The report is made solely to the members of the
Chartered Institute of Loss Adjusters, as a body, and
our audit work has been undertaken so that we might
state to that body those matters we are required to
state to them in an auditors report and for no other
purpose. To the fullest extent permitted by law, we do
not accept or assume responsibility to anyone other
than the members of the Chartered Institute of Loss
Adjusters as a body for our audit work, for this report,
or for the opinions we have formed.
Respective responsibilities of Council and auditors

As explained in our Letter of Engagement the Institutes
council are responsible for the preparation of financial
statements in accordance with applicable law. Our
responsibility is to audit the financial statements
in accordance with relevant legal and regulatory
requirements and International Standards on Auditing
(UK and Ireland). Those standards require us to comply
with the Auditing Practices Boards (APBs) Ethical
Standards for Auditors.
Scope of the Audit of the Financial Statements
An audit involves obtaining evidence about the
amounts and disclosures in the financial statements
sufficient to give reasonable assurance that the financial
statements are free from materials misstatement,
whether caused by fraud and error. This includes an
assessment of; whether the accounting policies are
appropriate to the Chartered Institute of Loss Adjusters
circumstances and have been consistency applied and
adequately disclosed; the reasonableness of significant
accounting estimates made by the Council; and the
overall presentation of the financial statements. In
addition we read all the financial and non financial
information in the Annual Report to identify material
inconsistencies with the audited financial statements.
If we become aware of any apparent material
misstatements or inconsistencies we considered
whether there are any implications for our report.
Opinion on Financial Statements
In our opinion the financial statements:
give a true and fair view of the state of the Chartered
Institute of Loss Adjusters affairs as at 30 June 2016,
and of its incoming resources and application of
resources, including its income and expenditure,
for the year then ended.
have been properly prepared in accordance with
applicable law and International Standards on
Auditing (UK and Ireland).
KINGSTON SMITH LLP
Devonshire House,
Goswell Road,
London, EC1M 7AD
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Balance Sheet
Balance sheet as at 30th June 2016
30/06/16
Note
30/06/15
Fixed Assets
Intangible assets
Investments
54,395
202,287
211,635
256,682
211,635
Current Assets
Debtors and prepayments
116,773
113,160
Cash at bank and in hand
505,616
501,574
622,389
614,734
126,130
75,803
Creditors
Amounts falling due within one year
Sundry creditors and accruals
Corporation tax
Income received in advance
Net Current Assets
(417)
578
344,694
319,973
470,407
396,354
151,982
218,380
408,664
430,015
As at 31st July 2015
430,015
367,404
(Deficit)/surplus for the year after taxation
(21,351)
62,611
NET ASSETS
GENERAL FUND
As at 30th June 2016
408,664
430,015
President
Honorary Treasurer
Approved on behalf of the Council on:
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Income & Expenditure Account

For the year ended 30th June 2016
Income
Membership
Sponsorship
Educational
Other
30/06/16
Note
531,265
84,943
80,176
99,583
Total Income for the year

Expenditure
Secretariat Expenses
Officers & Council
Qualifications
Member learning & development
Annual Report
Computer Expenditure
Marketing
International FUEDI
30/06/15
513,210
82,062
75,973
97,671
795,967
532,542
34,490
54,104
43,560
10,763
31,460
93,997
7,054
Total Expenditure for the year
768,916
464,039
31,057
44,034
12,632
10,051
21,350
108,617
9,979
807,970
Transfer Investment Revaluation Reserve
701,759
(9,348)
(Deficit)/SURPLUS FOR THE YEAR BEFORE TAXATION
(4,440)
(21,351)
Taxation
62,717
(Deficit)/SURPLUS FOR THE YEAR after TAXATION
106
(21,351)
62,611
Details of Income
Membership
Ordinary subs
Associate subs
Fellows subs
Cert
Diploma
103,890
144,695
221,000
51,600
10,080
Educational
Examination fees
Book royalties
Certificate and diploma
Training delivery
Conferences
27,662
1,173
14,067
927
36,347
Other
Investment dividends
Profit on sale of investments
Bank interest
Advertising income
Sundry
VAT Recovery
Annual Lunch
Leonardo Costs recovered
7,215
427
2,495
1,489
4,270
83,687
-
531,265
80,176
99,583
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103,700
150,220
215,025
33,815
10,450
513,210
54,180
707
15,431
5,655
-
7,482
6,872
530
4,142
1,220
2,074
66,496
8,855
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75,973
97,671
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Details of Expenditure
30/06/16
Secretariat
Salaries and Pensions and NI
Rent Rates & Service charges
Room Hire incl. Council
Light, Heat and Cleaning
Insurance
Travelling and subsistence
Telephone
Printing, Stationery and postage
Bank, & Credit Card charges
Sundry Expenses
Audit and Accountancy
Training
Legal and professional
Office move
Investment Managers fees
Subscriptions to Journals
Amortisation
Recruitment
Officers & Council
Meetings
Travel and Accommodation
Training
Note
356,060
46,960
6,793
1,577
4,565
8,874
4,303
6,215
7,146
5,224
18,426
911
8,927
47,307
4,308
3,070
1,876
-
532,542
3,965
30,525
-
30/06/15
327,488
30,323
8,296
1,320
2,384
19,866
1,990
11,767
6,321
4,941
18,225
12,131
10,528
5,612
1,720
1,127
464,039
3,208
26,553
1,296
34,490
Qualifications
Exam Centre
ACS
Accreditation Costs
45,726
5,378
3,000
31,057
35,566
5,968
2,500
44,034
54,104
Member Learning and Development
Claims Focus
CILA Conferences
SIG Events
Event Management
2,335
29,750
11,475
-
4,354
(5,187)
13,465
43,560
Marketing
Awards Sponsorship and PR
Annual Lunch
Marketing materials
PR Consultant
Advertising
8,472
81,804
3,306
415
-
28,800
69,763
7,979
920
1,155
93,997
12,632
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108,617
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Note to the Accounts

For the year ended 30th June 2016
1. ACCOUNTING POLICIES
3. VALUE ADDED TAX
a) Basis of Accounting
The accounts have been prepared under the historical
cost convention. The accounts are prepared in line with
the principles of the Financial Reporting Standard 102
(FRS 102) but does not include all of the disclosures.
The Institutes supplies comprise exempt and

standard-rated output. Input VAT is recoverable in
full only in respect of costs directly attributable to
standard-rated output. Input VAT in relation to certain
overheads is recoverable to the extent permitted by
the partial exemption provisions of the Value Added
Taxes Act 1994.
b) Intangible Assets
All costs incurred with the design and development
of the website have been capitalised as an intangible
asset. Amortisation is charged to the Income &
Expenditure Account to write off this amount over
its useful life. Amortisation is charged on a straight
line basis over a period of 5 years.
4. CORPORATION TAX
The Institute is exempt from Corporation tax on its
transactions with its members.
c) Tangible Assets
The cost of computer hardware and non-computer
equipment additions are written off in the year incurred.
d) Income
Subscriptions and Fees are recognised in the accounting
period to which the services covered by those
subscriptions relate. Fees and subscriptions received
in advance are included within creditors. Other income
including exam fees and royalty income is recognised
in the period in which the services are provided.
e) Investments
Investments held for the purposes of generating
long- term investment income are treated as
non-current available for sale investments and are
included at the market value at the year end date.
Gains and Losses on re-measurement are taken to
the Investment Revaluation Reserve initially any excess
loss is written off to Income and Expenditure account.
5. CHANGE IN VALUE OF INVESTMENTS

Year
ended
30/06/2016
Brought forward at 1st July 2015
9,054
Transfer form Income and

Expenditure Account
9,348
Change in value of investments

as at 30th June 2016
18,402
This amount represents the accumulated loss in the

valuation of the investments at 30th June 2016 and has
been charged to the Income and Expenditure account.
2. INVESTMENTS
Note
Available for Sale
Investments
Listed Investments at cost
Decrease in value at
30th June 2016
Market value as at 30th
June 2016
2016
2015
211,635
220,689
(9,348)
(9,054)
202,287 211,635
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Executive Directors Report

It is particularly rewarding to witness the continued
growth in the uptake of the Institutes qualifications.
Malcolm Hyde
This comes on the back of the recognition of our

Gold standard qualification at Masters level and
putting into place a suite of qualifications from
Certificate to Fellowship level. More importantly,
this increase is predicated on the dedication of our
members to professionalism.
Your Institute promotes the highest standards in
claims, delivering the promise in what can be most
challenging environments and ensuring the customer
is treated fairly. Our qualification framework, syllabi
and learning events have this and our members
career development at their heart.
With a continuous increase in examination candidates,
our costs associated with qualifications have increased
(largely matched by income from the candidates
taking the examinations). However, our costs would be
significantly higher and our qualifications poorer were it
not for the considerable work undertaken by volunteers
in officiating examinations, preparing the questions
and marking the examination scripts. To each and
every one, I give sincere thanks. This Institute relies on
participation of its members in order to grow stronger.
Our members determination to exceed

expectations is so frequently obvious and in
the words of our President, Benedict Burke,
something we can be most proud of and
certainly something we should shout about.
This is so often demonstrated by the immense number
of hours so many of our members put into Continuous
Professional Development (CPD). All members with CILA
qualifications are required to undertake CPD and when
asked to submit details of CPD we usually receive around
90% of members returning details often far in excess of
the required minimum and within hours of the request.
This year, we have moved offices, held around 30

SIG events in the UK, held a lunch for our members
in Singapore, run SIG events in Dubai, Hong Kong and
Singapore, and held a full-day conference in Kuala
Lumpur. Further, we launched our new website.
This new website is the Institutes shop front and
it was of utmost importance that the project was a
success. It took considerable effort to ensure it was
delivered on time and to budget, and the feedback we
have received is a clear demonstration of its success.
Your Institute is the voice of authority in

the Claims profession, and we will continue
to extol the considerable virtues, skills and
knowledge of our members. This is facilitated
by your high standards and commitment to
our profession.
The Institute Council members, Officers and SIG
Committees give their time freely to support the core
principles of the CILA. Often there is considerable debate
about the way forward. This debate is beneficial and
only takes place as a result of the unquestionable
commitment to the Institute. I thank all of our members
who give their time to support, develop and create
initiatives for the benefit of all within the Institute.
This report also provides me with the opportunity to
thank publicly my team at Ironmonger Lane who work
so well together to enhance the products and services
this Institute provides to its members, our sponsors
and to the public.
Malcolm Hyde
Executive Director
This commitment is again something to be proud

of and to shout about. It demonstrates that being
a qualified member of the CILA means that you are
committed to the highest ideals.
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Benevolent Fund
In accordance with the minutes of the Annual General
Meeting 2012, the day-to-day management of the
Benevolent Fund has been transferred to the Insurance
Charities (registered charity number 206860 and
company number 74461).
As reported in 2015, the Executive Director, Malcolm

Hyde, and our Honorary Treasurer, Kevin Wood, both
sit on the Insurance Charities Board and on the Grants
Committee and the Finance, Investment and Audit
Committee respectively.
The Insurance Charities website provides

detail on the Insurance Charities and can be
found at www.theinsurancecharities.org.uk
The Insurance Charities has undertaken an internal

structural review, which both Malcolm and Kevin have
voted in favour of. This will result in positive changes
to the make-up of the Board.
The Insurance Charities maintain the Institute
Benevolent Fund as a ring-fenced fund available to those
entitled to claim on the fund in accordance with the
Trust deed. The Insurance Charities year end is the 31st
March and their latest report to the Charity Commission
can be found via www.charitycommission.gov.uk and
using the registered charity number 206860.
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Media & Web

This year, the main activity of our Media and Web
Committee has been the design and development
of a new CILA website.
Alison Gamble
For some time, we had been aware that the styling of

our website had become dated. Members told us that
they found it difficult to locate material, and enquiries
into the Institute also indicated that our website did
not answer commonly asked questions.
After several months of work, phase one of the website
project was completed and launched in April 2016.
The new design reflects our ethos of being a modern,
welcoming and supportive Institute. Where possible,
we have presented information in a question and
answer format and introduced sections for Frequently
Asked Questions (FAQs). We have also streamlined the
content to focus on the most popular sections of our
site, namely qualifications and membership.
Our special thanks go to those members

who contributed to the development by
providing testimonials on the benefits of
CILA membership and qualifications.
We are now working on the second phase of the project
which will include the roll-out of a new technical library
for CILA members. Volunteers from our Special Interest
Groups (SIGs) are currently reviewing and updating the
material that was published on our old website and we
are all looking forward to providing members with a
useful, reliable and up-to-date place of reference.
In addition to the website project, the Media

and Web Committee has continued to monitor
all forms of Institute communications.
A highlight of this year has been the CILA
Presidents promotion of the expertise and
value of CILA members, with the
accompanying hashtag #ProudandShout.
The winter floods of 2015 provided opportunities for
the Institute to highlight the work and dedication of
the loss adjusting profession. The CILA President and
CILA Executive Director actively participated in various
forms of communication, including national television,
industry press, social media and flood-related events.
Audiences included insurance industry bodies, the public
and the UK government.
In the year ahead, we will continue to analyse our
communications and, in turn, focus our efforts on the
methods and messages that deliver the greatest return
for our members.
Alison Gamble
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Membership
On behalf of the Membership Committee, I am
pleased to report that the past year has seen us
achieve a number of our objectives.
Andrew Considine
In a broader context, the Membership Committee

continues to support efforts to expand the membership
of the CILA within the UK as well as providing support
as and when required to grow the Institute in an
international arena.
This year has seen the launch of the new CILA website
which is a significant improvement on the old website.
This can only help in attracting new members as it
clearly sets out the benefits of the Institute including
our excellent suite of examinations and qualifications.
For existing members, the ease of access to technical
material, qualification routes and information has been
much enhanced.
Last year, I reported that in June 2015

the CILA membership totalled 4,729.
To compare, in June 2016 the membership
now totals 4,671. The collection of
subscriptions continues to be well managed
by the Secretariat.
Work continues within the Institute to improve our
examinations to the benefit of both employers and
employees. We continue to see excellent take-up of
our entry level qualifications and I can now confirm
that the Institute has 685 members qualified as
Certificate holders. There have also been increases
in the numbers of candidates taking the Diploma
and Advanced Diploma qualifications.
The major focus of the Membership

Committee over the past year has been
improvements to our processes surrounding
CPD. This has led to an increasing number
of requests for evidence of CPD being issued
to the membership. From a regulatory
perspective, the ability to demonstrate
competence through CPD is becoming
ever more important.
I am pleased to confirm that the majority of the
membership respond quickly, with the CPD being
approved by the Committee. Whilst the Membership
Committee will always assist those with genuine
reasons for being unable to comply, there are processes
in place for those who fail to respond or attempt to
delay submission. I must report that a member has
been referred to the Professional Conduct Committee
for potential disciplinary action in this regard.
Finally, I am delighted to advise that during 2016
Kim Alcock has joined the Membership Committee.
Her expertise, fresh approach and enthusiasm will be
of absolute benefit to the Committee and I very much
look forward to working with Kim and the rest of the
Committee through to 2017.
Andrew Considine
Chairman of the Membership Committee
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Examinations
The Examination Committee has presided over
another very busy and rewarding year. The number
of candidates taking examinations at all levels proves
that the drive to evidence ones credentials around
claims handling is still very prevalent.
Luke Exford
It has been a pleasure to have assisted those members

who have achieved a qualification or who have taken
a step nearer to their goal this year.
The work of the Examination Committee is constant
in keeping pace with changes in legislation and industry
developments; requiring updates to the syllabi, drafting
the papers, invigilating, moderating, delivery of the
results and reviewing appeals. I would like to thank
all those involved in this process, including members
of the Committee as well as those setting and marking
the examinations.
This year I would like to highlight the close relationship
the Examination Committee has with Bournemouth
University (BU), represented by Dr Julie Robson. Julie
has a great insight into loss adjusting having worked in
the insurance sector for ten years after completing her
PhD before returning to university as a lecturer. Julies
involvement with the CILA initially started in 2010 when
BU secured the contract to evaluate CILAs qualifications
(C1, C2, C3 and ACS) against the national qualification
framework. This mapped CILA qualifications against
university qualifications and established that C2, C3
and the ACS were at level 7 (Masters). Julie joined the
Committee in 2011. Julies presence provides impartial
and independent advice on the standard of CILA
qualifications and the assessment processes used. I am
extremely grateful for the professionalism Julie brings,
along with her vast depth of knowledge, enabling the
Committee to be sure that any changes to or adoption
of new exams will be to the highest standards and will
meet the due diligence expected and demanded of
the Institute.
Julie also introduced the MSc Loss Adjusting at BU,
which is a top-up masters degree for qualified loss
adjusters. This year, BU welcomed their second intake
of students and I would commend anyone seeking to
take their education to the ultimate level to give serious
consideration to taking the masters degree, which
will be very rewarding both personally and for career
development, whilst also being affordable.
In accordance with the Institutes Diversity and Inclusion

policy, the Examination Committee is continuously looking
to ensure that examinations are inclusive, without bias
and accessible to all potential candidates. During this
year, we have carried out a review of the ratios between
male and female candidates sitting the Institutes
examinations in order to consider whether there are
any factors or trends arising that might cause concern.
It is interesting to note that, of the total number of
examinations sat by both male and female members,
the percentage of examinations passed was similar for
both genders. It was also noted that the percentages
of male and female candidates sitting and passing
the Institutes examinations had been consistent over
the last 5-year period. The percentage of male/female
candidates sitting and passing examinations is
considered to be largely representative of the male/
female balance overall within the Institute.
The Diploma qualification will become mandatory
from 2017. This will provide a linear format for the
examinations offered by the CILA and has given the
Examination Committee an opportunity to introduce
mandatory papers on Customer Service and Ethics.
Both topics are important areas in claims handling.
Bespoke reading material is being produced. In the
interim, the Committee are making final arrangements
for the transition between the old and the new
examinations. We are endeavouring to ensure
the relevance and benefit of the changes in the
qualification, that members are treated fairly in terms
of credits for previous examination successes and
that there is ample time for candidates to complete
on the existing process. This is a positive change.
Finally, I should like to wish all candidates luck in
upcoming exams!
Luke Exford
Chairman of the Examination Committee
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I would like to thank PCC members for the diligent work
they have undertaken: Angus Tucker, Iain Johnston, Alan
Walker and Malcolm Hyde, ably assisted by the President.
Simon Burley
As a committee, I believe we have addressed the

various issues cast in our direction in both a prompt
and professional manner.
There have been a steady number of referrals to the
PCC, largely presented as alleged breach of the Code
of Conduct and more specifically alleging a failure in
professional conduct. As per my Report to last years
AGM, the year has passed without any significant
findings against any of our members. Where any minor
issues have been found, these have been raised with
the Member and guidance provided.
In most cases, the investigation has revealed

that the findings are unjustified and often
these identify an interested party who feels
let down by the claim process or who has
been unable to obtain financial satisfaction
that meets their, sometimes, unrealistic
expectations. We have no authority to
intercede in such matters unless a particular
member has acted inappropriately.
In a similar vein, we have received questions as to how

and when a Company can refer to themselves as a
Chartered Loss Adjusting firm. The requirements as
set out in the Charter are historic and possibly do not
represent the way businesses are run in todays market.
I raised this in 2015 and, whilst the matter is being
addressed, no suitable resolution has yet been found.
Questions have been raised in relation to the use of
terms that suggest, or maybe at least create an
impression, that a Company is governed or overseen
by the CILA when in truth only a handful of their staff
are even Members. This is an ongoing issue and the
PCC are keen to ensure that companies references to
the CILA are both accurate and appropriate.
After serving as Chair for the last four years,

it is now time for me to stand down. I have
enjoyed the time and wish my successor the
very best in his or her endeavours.
The Guide to Professional Conduct can be found on the
CILA website along with a supporting document which
captures the process used in dealing with a complaint.
Simon Burley
Chairman of the Professional Conduct Committee
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Synergy
The CILA is, of course, a members institute, but matters
arise from market dynamics, including legislation and
regulation, that create issues for members and so the
firms that employ them.
Shaun Kelly
The firms often formulate their own response, but

often the interests of the members are better served
by CILA-led agreement on the response to the issues,
appropriate representation to the interested government
agencies and coordination that is completely in accord
with proper competition between the firms and
related law.
Many of us can remember a time when loss adjusters
hardly ever thought of the word regulation but it is
inextricably woven into so much of what we do because
of the FCA regulation of our Insurer clients, Data
Protection law, Health and Safety law, etc. Last year I
reported that 2014-2015 had been a slow year for
changes in laws and regulation that impacted the
profession and that members of the Committee might
have hoped for a little more regulatory excitement in
the then forthcoming year! Over the last 12 months
though there has been more substance than volume in
terms of matters requiring focus from the Committee.
The main attention has been to rationalise and clarify
the revised CDM regulations that became effective in
April 2015. As is often the case, there were apparently
subtle changes from the prior regulation but with
potentially significant impact, especially around roles
and responsibilities and exposure for members and
their firms if the regulations were not understood and
followed. Through Synergy, the CILA liaised with the
ABI and the Health and Safety Executive to enable the
creation of the CDM Guidance that was published in June.
We have monitored the EUs progress in revising data

protection law that was created 20 plus years ago
when we were using floppy disks, the internet was in
its infancy and a SmartPhone was the latest Sony
Ericsson that Bond used to remotely control his BMW
EU 750iL in Tomorrow Never Dies. The EU General Data
Protection Regulation has finally happened and will
come into force in 2018, shortly before the likely UK
exit date from the EU. The UK will though have to
update the Data Protection Act 1998 to mimic the new
EU law in order to enable the free movement of data
and so trade with Continental Europe and beyond.
As soon as the mist clears, Synergy will consider the
impact of changes that will include mandatory
reporting of data loss/breaches and the potential for
fines of up to 20 million or 4% of a firms revenue,
whichever is greater. Fines and sanctions will apply not
just to data controllers as now but also to the loss
adjusters typical function as data processors.
The work of the Committee could not be achieved
without the experience and time provided by
Committee members with accommodations from their
firms, coupled with engagement of the Secretariat,
which is very gratefully acknowledged.
Shaun Kelly
Chairman of the Synergy Committee
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The CILA Special Interest Groups (SIGs) bring together
members who share an interest in a particular type of
claim or have a common perspective on our profession.
Alison Gamble
This year has seen the establishment of

a Women in CILA group, led by past
president Candy Holland. This group aims
to take positive action to address the gender
imbalance in CILA qualification progression
(only 5% of Chartered Loss Adjusters are
female) and the Institute was thrilled to host
an event on International Womens day,
celebrating the successful and talented
women in our profession.
Our Claims Management SIG has had a renaissance
this year, with the appointment of Alan Walker as the
new SIG Chair. The Claims Management SIG represents
those members who predominantly handle claims at a
desk. Over 80 members volunteered to assist with the
work of this group and we now have a newly formed
committee which includes a wonderfully diverse group
of individuals from a range of claims environments.
The annual activities of our SIGs start with the CILA

conference in September, and in 2015 the programme
included 11 technical sessions which were designed
and delivered by the CILA SIGs. Throughout the year,
our SIGs have hosted a further 13 regional events,
offering 20 CPD hours to members. The total number
of attendees to these events was 486 and locations
included London, Manchester, Leeds, Birmingham,
Nottingham and Bristol.
In addition to events, our SIGs have also

contributed to the new CILA website by
writing job descriptions for the Careers
section. Their input continues with the
review and updating of technical material
for our new technical library which will be
launched later in the year.
Continued on the next page.
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Particular thanks must go to the Property SIG who have

written and published 3 technical papers for the benefit
of members this year:
The Public Authorities Clause
Commercial Leases and Insurance Claims
An Insight into Rebuilding Costs.
We are also grateful to the Property SIG and the
Women in CILA group for contributing articles for our
membership magazine, Claims Focus.
Finally, our thanks go to the Institute sponsors whose
financial support and willingness to share their
expertise enables us to provide more learning and
development activities for members.
Alison Gamble
Volunteers in our SIG committees
120
Top 5 most popular SIGs by

number of members signed up
1148
788
678
572
563
Property
Business
Interruption
International
Construction,
Energy & Engineering
Claims
Management
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Review of the Presidents year

With #ProudAndShout omnipresent, Benedict set about
raising the profile of Loss Adjusters, highlighting the value
that adjusters bring, including their dedication, expertise and
significant soft skills.
Malcolm Hyde
The message was broadcast far and wide geographically,

from London to Belfast, Manchester, Singapore, Dubai
and Hong Kong. Benedict did not rest at this and he took
the message to Parliament, Brokers, the Regulator and
even Royalty. Benedict dedicated his time to promoting
all members at every available opportunity.
This was exampled by Benedicts appearance at a public
meeting in Carlisle where he supported members
efforts to flood victims.
Recognising other matters of considerable

importance, Benedict promoted projects such
as diversity and inclusion, progress on the
international project and a complete rebuild
of our website.
Diversity and inclusion has become a bedrock within
the Institute, the subject being on all agendas and a
Women in CILA group being formed by former President
Candy Holland. This has stimulated a considerable
growth in the number of women involved in committees
within the Institute. Benedicts ambition for far wider
diversity is clear and the Institute is proud of the
Diversity and Inclusion policy launched in October
2015. Its implementation has been instrumental in
changing mind-sets.
With focus and deliver the watch words on the

international strategy, five international events were
held during Benedicts year in office. These included
a lunch in Singapore for members and their guests,
SIG events in Dubai, Singapore and Hong Kong, and
a one-day conference in Kuala Lumpur. This led to
sponsorship of the International Special Interest Group
and stronger ties with like-minded international bodies.
Of course Benedict is known by some as a willing
challenger of the status quo so it is not a surprise that
the Institute moved from a slightly subterranean
location to a fourth floor office with light.
You can be #ProudAndShout but you need evidence to
back up your cry. With this in mind, Benedict raised the
profile of continuing professional development, with
compliance rates in excess of 95%. Where members
are unable to comply, the Institute seeks to encourage
and assist to ensure the safeguarding of the reputation
of all our members.
Benedict has will, drive and enthusiasm

which he used to promote your profession
and your Institute and the positive results
are plain to see.
Malcolm Hyde
Executive Director
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Minutes of AGM 2015

Minutes of the 53rd Annual General Meeting of
The Chartered Institute of Loss Adjusters held
on Tuesday 15th September 2015 at 16:30 pm
at The Midland Hotel, Manchester.
Present
The President, Mike Jones, and 87 members.
The President welcomed all members present.
He requested the Executive Director, Malcolm
Hyde, to chair the meeting on his behalf.
1. Apologies for Absence

Apologies for absence had been received from:
Alan Henry, Benedict McKenna, Bev Fitzgerald,
Brian Clark, Gabriel Karungu, Ian Woodhead,
Mike OConnor, Matthew Roe, David Russell,
Harry Roberts, Neil Powell, John Evans, Kieran
Rigby, Richard Desker, Roger Gledhill, Shaun
Kelly, Sue Willmott, Tony Coxon, Paul May,
Graham Burgess, Heather Parkinson, Andrew
Homewood.
2. Minutes of the Previous Meeting

The minutes of the 52nd Annual General
Meeting held on Tuesday 16th September
2014 were approved.
A silent tribute was observed for members
who had died during the year:
Lawrence Bevan, Robert Jessop.
3. Annual Report 2014/15

Malcolm Hyde asked Kevin Wood, the Honorary
Treasurer, to formally submit the Accounts for
approval. Kevin gave a short overview. On a
show of hands the Annual Report and Accounts
were unanimously approved and adopted.
4. Election of President
The President, Mike Jones, proposed Benedict
Burke as President for 2015/2016. This proposal
had received the unanimous support of Council
and was approved by the members present.
5. Election of Deputy President

Benedict Burke, as incoming President,
proposed the appointment of Jonathan Clark
as the Deputy President for 2015/16. This was
unanimously approved.
6. Election of Hon. Secretary

Malcolm Hyde, on behalf of the President,
proposed that Andrew Considine be elected
Hon. Secretary. This was unanimously approved.
7. Election of Hon. Treasurer

proposed that Kevin Wood as Hon. Treasurer.
This was unanimously approved.
8. Election of Examinations Committee

Chairman
proposed that Luke Exford be elected as
Chairman of the Examinations Committee.
This was unanimously approved.
9. Election of Members to Council

Malcolm Hyde reported that there were a
number of members who had served their two
year term on Council since being elected or reelected and not having been opposed following
their nominations were retaining their elected
positions on Council.
Benedict Burke had stood down as the

International SIG Representative and a
nomination for Candy Holland had been
unopposed. Simon Burley had served three
years as Vice President having been Deputy
President and President in the years before.
Simon had been proposed as the Northern Area
Representative to Council and his nomination
had been unopposed.
Niall Pritchard had retired from the role of the
Republic of Ireland Area Representative and
John Eves had been proposed and nominated
and had not been opposed.
Simon Cubbage had stood down as Western
Area Representative and Malcolm thanked
him for his time on Council.
Steven Nock had been nominated to take
on the role of the BI SIG Representative to
Council and Steven had been unopposed.
Harry Robert, having served as Deputy
President, President and the BI SIG
Representative for several years, had stood
down. Malcolm conveyed his personal thanks
to Harry for all his input on Council.
Malcolm Hyde, announced the entire
composition of Council and Officers for the
forthcoming year.
10. Appointment of Hon. Solicitor
President
Benedict Burke
Deputy President
Jonathan Clark
Vice Presidents
Kevin Wood
Candy Holland
Mike Jones
Malcolm Hyde called Mike Jones to say a

few words.
Hon Secretary
Andrew Considine
Hon Treasurer
Kevin Wood
Chairman
Examinations
Committee
Luke Exford
The re-appointment of Mr Tony Dempster as

Honorary Solicitor was proposed by Malcolm
Hyde, and seconded by Jonathan Clark and
approved unanimously.
11. Appointment of Hon. Auditors

Malcom Hyde advised members that a few
months ago, Paul Marshall advised the
Finance Committee of his intention to retire.
Southwell Tyrell will no longer be undertaking
auditing work.
The appointment of Kingston Smith as
Honorary Auditors was proposed by Candy
Holland, and seconded by Mike Jones and
unanimously approved.
12. Resolution
Malcolm Hyde proposed that, in accordance
with Bye-Law 66, with effect from 1st January,
2015 all Annual Subscriptions remain the same.
Members fees will therefore be 325 for an
Associate, Fellow or Certified member, 150
for Advanced Diploma, 105 for Diploma Level
members, 75 for Certificate Level Membership
and 40 for Ordinary/Student member
subscriptions. This was approved.
13. Honorary Membership
Mike stated that Paul Marshall had almost

retired from Southwell Tyrell and he advised
members that Southwell Tyrell had been
connected with the Institute since its inception.
Mike announced that Council had conferred
Honorary Membership to Paul Marshall and
asked Paul to come forward to present him with
his certificate.
The remainder of Council:

Candy Holland International SIG
Neil Baldwin Property SIG
Martyn Gabbitass Liability SIG
Adam Humphrey Construction, Energy &
Engineering SIG
Robert Pitt Smaller Independent Practices SIG
Angus Tucker Claimant SIG
Iain Johnston Independent
John Parvin Subsidence SIG
Neil Powell Future Focus
Tim Richardson Anti Fraud SIG
Steven Nock Business Interruption SIG
Simon Burley Northern Area
Nick Croan Scottish Area
Alan Walker Midlands Area
Steven Wallace Northern Ireland Area
John Eves Republic of Ireland Area
Bill Wilson High Net Worth & Specie SIG
14. Installation of President

Benedict Burke was installed as President for
2015/2016 and
Jonathan Clark was installed as Deputy
President for 2015/2016.
15. Vote of thanks

A vote of thanks was proposed to Mike Jones
and Council by Stewart Steel.
There being no further business, the new
President, Benedict Burke declared the
meeting closed.
Malcolm Hyde reminded all members to sign
the attendance book if they had not already
done so.
The President thanked Simon Cubbage, Harry

Roberts and Niall Pritchard who were leaving
Council for all their hard work on behalf of the
Institute.
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20 Ironmonger Lane
London EC2V 8EP
tel +44 (0)20 3861 5720
email info@cila.co.uk
www.cila.co.uk
www.twitter.com/TheCILA
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SHAPING

THE CHARTERED INSTITUTE

The Chartered Institute of Loss Adjusters

Council & Officers 2015-2016

N.R. Baldwin ACII ACILA Property SIG

S Burley ACII FCILA FIFAA Northern Area

C.A. Holland BA (Hons) ACII ACILA International SIG

J. Eves ACII FCILA Republic of Ireland Area

S Nock FCILA Business Interruption SIG

Technical Marketing Manager

S.S. Wallace ACII CDipAF FCILA Northern Ireland Area

T.P. Richardson ACII ACILA ACFS Anti Fraud SIG

Annual Report 2015/16 2

The Chartered Institute of Loss Adjusters

Income & Expenditure Account

Note to the Accounts

Executive Directors Report

Media & Web

Special Interest Groups

Review of the Presidents year

Minutes of AGM 2015

Annual Report 2015/16 3

The Chartered Institute of Loss Adjusters

Benedict Burke, President

I encouraged colleagues to be Proud and Shout about

We are rightly judged by our performances

Annual Report 2015/16 4

Secondly, we were able to use what weve learned from

It is important that we remind both our clients

The Chartered Institute of Loss Adjusters

Encouraging and supporting members to

will be attempted by CILA members,

Continued on the next page.

Annual Report 2015/16 5

The Chartered Institute of Loss Adjusters

Indeed, the development of our international

My final point brings us back to the original

Meanwhile, gender imbalance is only part of the

Finally, I would urge all our members to

Annual Report 2015/16 6

The Chartered Institute of Loss Adjusters

It is pleasing once again to report an increase in the

Further, members will note that we have

Annual Report 2015/16 7

In consequence of the change in Financial Year, we are

The Chartered Institute of Loss Adjusters

Annual Report 2015/16 8

Respective responsibilities of Council and auditors

The Chartered Institute of Loss Adjusters

Cash at bank and in hand

Net Current Assets

As at 31st July 2015

(Deficit)/surplus for the year after taxation

As at 30th June 2016

Approved on behalf of the Council on:

Annual Report 2015/16 9

The Chartered Institute of Loss Adjusters

Income & Expenditure Account

Total Income for the year

Total Expenditure for the year

Transfer Investment Revaluation Reserve

(Deficit)/SURPLUS FOR THE YEAR BEFORE TAXATION

(Deficit)/SURPLUS FOR THE YEAR after TAXATION

Annual Report 2015/16 10