Day In The Life: Ian Doyle, Claims and Loss Adjustment, OSG



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What do you do and how did you get here?

I handle all manner of property insurance claims, including fire, water, storm and theft losses. This would include smaller claims but will also include a mix of complex commercial losses and incorporating business interruption, as well as large fires. On occasion, major weather events can hit the country, causing storm damage or flooding, for example, and I can be deployed anywhere nationwide to where the major damage has occurred, to inspect the claims.

From time to time, we also deal with catastrophic events, such as hurricanes in countries like Bermuda, where we can be posted for a period. I am also in charge of a unit of adjusters and am responsible for the general day to day review of their own work and claims, together with ensuring the branch runs smoothly and efficiently, in conjunction with our administrative support. I am also in charge of some accounts with key insurers which involves regular meetings with them to ensure all of their needs are being met.

I have a Mechanical Engineering degree and worked as a Mechanical & Electrical Engineer for three years straight from college. An opportunity arose for a Trainee Loss Adjuster position within OSG and I was successful in interviewing for this. Since then, I have been promoted twice, to Team Leader and then to Regional Manager.

How do you spend your day? 

A typical week would involve some scheduled inspections. This includes an initial inspection at the policyholders’ home or business to assess the initial damage followed by a full review of policy coverage. Ultimately I will then agree a settlement figure with the policyholder, subject to all policy terms.

I am also responsible for checking reports for adjusters in my team, as well as providing regular training and complaint handling.

What’s the best part of your job?

No day or claim is the same, so there is always something different to each day.

It’s nice to get out and about to meet people and try to help them through the difficult situation which they have found themselves in.

You are always learning new things in the role. You can never get bored as there is always something to do or a claim to see.

What’s the hardest part of your job?

Loss Adjusting will involve, from time to time, giving people the bad news that their claim is not covered. This is never nice to do but it comes with the role. Generally, however, once a decision is made promptly and professionally, people are understanding.

What traits are ‘must haves’ to do your job well?

It is essential that you are highly organised and motivated as a loss adjuster. There are lots of different aspects to the role and staying on top of everything can, at times, be challenging.

It is also very important to be empathetic as you are dealing with situations where people’s homes, businesses and property have been destroyed and they are going through a difficult time themselves when we meet them.

Any advice for people applying for a job like yours?

There are three main ways to get into loss adjusting. The first is to build up some experience in the insurance industry and prove yourself organised and proficient in your own role. Having the CIP qualification is a major bonus and shows a good grasp of the basics of insurance and insurance policies. Building up experience handling insurance claims is also very beneficial.

Another main way is if you have a background in an area directly relating to buildings, such as engineering, architecture or surveying. This will give a good grasp of how buildings are put together and therefore what works are required to restore them when damaged.

Lastly, people with a legal background also find it easy to grasp and understand policies and how they are phased. They would generally have a good understanding of the various terms, conditions and terminology used within the contract of insurance.

These are not the only ways to get into loss adjusting however and we have people with accounting degrees or who used to work in the building trade. A wide range of experience is always useful within a team. Some general advice would be to always ensure you research the company and position you are applying for.

It is important to ensure you believe the company will be a good fit for you.

What’s your ultimate goal in your career? 

I would like to continue to progress within OSG Vericlaim and become known within the insurance industry as a market leader in dealing with large and complex losses.

How do you unwind after work? 

I like going to the gym, playing soccer or going for a jog. I also enjoy dinner and drinks with family and friends. Downtime is essential and ultimately, the reason we work at all!

Tell us one quirky thing nobody would know about you.

I always have to put my left sock on first in the morning!


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