After two years full of meetings, presentations, functions, travel and commitments in Australia, New Zealand and South East Asia, outgoing president of the Australasian Institute of Chartered Loss Adjusters (AICLA), Michael Collins has said he has ‘mixed emotions’ about his presidency ending.
He said he was grateful for the many friendships he had developed in that time and had enjoyed the considerable learnings he had undertaken.
He said he also had great confidence in his successor, Leon Briggs, national chief adjuster at Cunningham Lindsey New Zealand.
“I know that he will be able to fulfil the role competently and with vigour,” Collins said in his final editorial.
Collins’ last piece of advice was gleaned from his attendance at the Australian Claims Convention on 20 September, where he listened to a panel discussion about ‘What does the assessment and management of claims look like into the future?’
The panellists outlined the extent that technology will have on claims assessment, with brokers, claims officers and loss adjusters all being affected.
“There is no doubt that technology such as data analytics, algorithms, apps and automation will be some of the technology used by insurers to process certain lines of claims in the future,” Collins said.
“The panel agreed that some of the processing functions traditionally undertaken by loss adjusters will cease to exist but will ‘free up’ the loss adjuster and allow them to focus their attention on customer service and technical claim issues.
“Insurers are already having to deal with the immediacy of policy holders sharing adverse experiences on social media so customer service will remain a critical issue for us to deliver and manage.”
He was relieved to hear some assurance that human involvement would always be required, especially at the coal face.
However, he said: “I was left with no uncertainty that the traditional loss adjusting role is changing and will continue to change moving forward.”
He warned: “You need to be aware of these changes (if you aren’t already) and ensure that you continue to add value to the claims process in whatever form that may be.”
Collins was keen to thank the many board members, colleagues, AICLA members and volunteers, office bearers and contributors who had supported him during his term.
The Institute’s AGM will be held on Thursday 20 October at the Hotel Grand Chancellor, Adelaide at 4.30pm.
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