Diary of an Insurer: Criterion’s Stuart Dean

Monday

It’s an early start to take our new German Shepherd puppy, Willow, for a walk on what is a chilly morning in Ruislip. 

I often use this time to mentally prepare for the day ahead. It will be a busy one today, we received a major loss, which I’d been discussing with my head of major loss on the Sunday evening, so lots to think about. 

I head out at 7.30am to Bedfordshire to visit the loss. A fire had caused extensive damage to a 16th century listed house over the weekend.

We were aware the upper part of the building had been severely damaged, so we had arranged to attend site with forensics, a surveyor and structural engineer to check the building was safe to enter and highlight any immediate safety measures that may be required. 

With all major loss claims arranging for key experts to attend site as quickly as possible is crucial.

On arrival, equipped with PPE, we make our initial inspections of the damage, but also at the same time meet with the policyholder, who is clearly in shock about the events that have just occurred, and have so many questions. 

So, it’s a case of balancing out the technical part of the job discussing any immediate arrangements required such as arranging a 24hr security presence to deter unwanted attention, and other mitigation measures needed with the surveyor and engineer, but also being there to speak to and reassure the policyholder.

Having an empathetic approach with the policyholder is so important. While you can’t immediately make things better, understanding what they have just been through and giving them your time to just listen is key.

I spent several hours on site, but left hoping that I had helped answer any of the policyholders’ immediate worries and minimised where I could, the stress they were clearly feeling.

A couple of hours to drive home, but this again is good thinking time following a major loss to run through the plan and actions and process the devastation seen that day.

Tuesday

The day after a major loss visit is full on. Having discussed with the insurers I make arrangements for key specialists to be appointed and set out a plan of action.

This starts with a restoration company appointed to attend site to remove and assess contents as the building itself has been saturated with water by the fire brigade. 

Next, it’s liaising with surveyors and contractors regarding potential costs for emergency fencing to surround the building. We also arrange drone footage to capture the extent of damage from an aerial perspective, which is such a benefit in cases with this level of damage and restricted access.

The local conservation officer is also contacted, as they ensure that the historical integrity of the building is considered during reinstatement and will dictate the work required. 

The structure of the building also needs to be preserved so we arrange for scaffolding contractors to attend site to assess requirements to protect the building. Alongside this I also deal with any emails or calls coming in on my other cases.

Just before I close for the evening, I receive a message about an urgent claim in Mallorca, which requires me to visit the island on Friday. Its going to a busy week, so having finished everything I switch off my laptop and spend some down time taking my son to his kick boxing training.

Wednesday

I’m off to Jersey to inspect the repairs completed on a high net worth storm damage claim as a result of Storm Ciarán, which hit the island with winds of more than 100mph in November 2023. 

Things run relatively smoothly mid morning, as there are no delays on my flight from Heathrow. 

I arrive on site to inspect the repairs and review against the invoices presented for the work completed. Thankfully this is a straightforward claim, and I am now in a position when I am back in the office, to report to the Insurer with full details concluding the claim.

Things are running on time on my journey back, although I’m let down when hitting the M25 on my way home, which is not unusual, and arrive back in Ruislip just after 8pm. So while a slightly easier day, a later finish.

Thursday

I have a full office day where I can focus on all my ongoing claims, luckily without interruption with any urgent new losses. 

All my claims are at different stages and require different levels of input, but keeping all stakeholders regularly updated is key. I manage to catch up with all outstanding tasks so close off ready for a busy day on Friday. 

I have tickets for the England vs Greece football match at Wembley tonight, but I need to be at Gatwick airport for 4am to catch a flight to Mallorca. 

Reluctantly and to my son’s delight, I give him my ticket to join his brother to watch the match as I head to Gatwick that night to stay in a local hotel. I watch the first part of the match remotely and chat to my boys on our WhatsApp chat. Not quite the same as being there.

Friday

The 6.10am flight from Gatwick to Palma, Mallorca is thankfully on time.

I’ve been instructed to attend an escape of water claim, on the other side of the island. I take a taxi to the property and on arrival to the villa, the managing agent and representatives from a local kitchen company meet me. 

I inspect the damage – having the kitchen company on site makes it much easier to discuss the likely scope and cost of the work, which will assist in reporting to Insurers.

Thankfully a relatively straightforward claim so I then have time to grab a coffee overlooking the beautiful harbour before catching a taxi back to Palma airport.  

I make the most of the waiting time in the departure lounge drafting my report, so that it can be completed and on the insurers’ desk Monday morning.

Thankfully no delays on the way home, a glass of red wine rounds off what has been a particularly diverse and rewarding week.