At the 156th annual conference of the Association of Average Adjusters (AAA) held at Lloyd’s of London, outgoing chair Ann Waite (pictured above, left) addressed the evolving dynamics of the maritime insurance sector, emphasising the continued importance of human interaction in claims handling.
“High levels of communication are required between those involved in a maritime casualty,” Waite told the audience. “Collaboration with colleagues, clients and experts is vital but I am concerned that today’s increasing reliance on keyboards and screens in place of phones and face-to-face will erode the richness of verbal and non-verbal cues vital for meaningful communication.”
Waite, who was the first woman to chair the organisation, noted that while artificial intelligence may play a role in some lines of insurance, it is not equipped to deal with complex marine incidents.
“The introduction of AI will be relevant in some classes of insurance such as claims assessment in a motor or treaty reinsurance claim. But a vessel collision involving salvage, general average and pollution cannot, in my view, be correctly handled by an algorithm.”
“We shouldn’t understate the importance of people,” she said. “Like many, I have experienced distressing situations involving loss of life and environmental catastrophes in addition to the usual property losses. Brokers and average adjusters are often the agony aunt of the shipowner during such difficult times bringing knowledge, guidance and reassurance to a shipowner unfamiliar with such situations. I’m not convinced that AI will be able to mirror these human-centric traits.”
Although acknowledging the role of innovation, Waite urged her peers to preserve direct engagement.
“I fully recognise the importance of moving with the times, embracing change and adopting new technologies but, at the same time, I urge my average adjuster and claims colleagues to keep talking.”
In 2024, the AAA notably expanded its international engagement by hosting its first gathering in Singapore. This event brought together 38 members from nine countries, aiming to establish a framework for future annual gatherings in the region.
Waite concluded her one-year term as chair at the close of the annual dinner and formally handed over to Chris Kilbee (pictured above, right), of MCO average adjusters, headquartered in Singapore.
Kilbee, who has been an average adjuster for 50 years and a Fellow of the AAA since 1987, was named chair for the coming year.
Kilbee founded MCO in 2003 and operates from offices in Singapore, Jakarta, Perth and Kuala Lumpur. His career began in London in 1975 with Richards Hogg and has included positions in Singapore and Sydney. He holds dual citizenship (UK and Australia) and divides his time between Perth and Singapore.
Stelios Magkanaris, who became a Fellow in 2017 and leads Marine Adjusters and Consultants Inc in Greece, was appointed vice-chair. Joseph Shead succeeds David Clancey as convenor of the advisory and dispute resolution panel.
Between October 2024 and March 2025, the following members also advanced through AAA examinations:
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