Michelle Haynes

Name: Michelle Haynes
Age: 26
Role: Loss Adjuster
Company: AMG
Degree / University: BA (Hons) History and Literature, Essex University

Why did you choose the insurance industry?

Like most people I fell into the insurance industry. Whilst I was at university I started a summer job as a general clerk at a large insurance company. I was then offered the opportunity to work part time as a claims negotiator whilst continuing to study for my degree.

I had always intended to be a teacher, but I was offered an opportunity after graduating to work full time in the liability claims department, for the same insurance company. I had always been impressed by the opportunity that seemed to be available in the industry to develop a career and complete a professional qualification. I also generally enjoyed the office environment.

What have you done in your career so far?

After graduating, I was promoted to senior claims negotiator in the liability claims department. Here I worked very closely with loss adjusters and relied upon the information they provided in their reports and advice, to deal with the claims. I was inspired by the fact that the loss adjusters witnessed the claims scene first hand and the way in which they presented the information they had obtained.

I then took the decision to move to one of the large loss adjusting companies to work as a recovery technician. This was a desk-based job, which involved recovering monies from local authorities for damage caused by tree roots within their control. I hoped that an opportunity would arise to move into a loss-adjusting role within the company I was working for. When the opportunity arose to join AMG as a trainee loss adjuster, I jumped at the chance.

Describe a typical day

One of the best things about this job is that there is no such thing as a typical day. During busy periods I can be out of the office visiting losses during a number of the days of the week. I handle a number of cases at any one time, so there is certainly no time for things to become boring.

Generally I deal with Domestic and small Commercial claims. In any one day I can visit a vast array of properties with damage occurring as a result of any of the following; fire, storm or flood, theft, impact, escape of water and accidental damage. The company provides me with a car, I travel to the scene of the loss, discuss the circumstances and cause of the claim, assess the damage/loss, undertake a risk assessment and provide the Insured with advice regarding the next steps and policy cover - all whilst on site.

Once the visit has been completed I then compile a detailed report for the insurance company. This report will detail the description of risk, circumstances of the loss and extent of damage. I also provide the Insurance company with my recommendations as to whether to accept the claim or not and how best to proceed to settlement.

I handle claims from cradle to grave, and make the necessary arrangements, which may be contractors, suppliers or alternative accommodation, to successful settle the claim.

What's the most challenging aspect of your job?

The job requires you to call on a wide range of skills and develop knowledge in several disciplines. As far as the insured is concerned, you are the face of the insurance company, so you must be prepared to embrace the situation and advise the insured accordingly. The Policyholder will often look to you for answers and advice at a time when their biggest financial commitment, the home, has been damaged or even destroyed.

Another challenging aspect is managing people's expectations. Understandably, the Policyholder will want their home or business reinstated as soon as possible, however a number of factors can prevent reinstatement and settlement proceeding quickly.

What training have you received?

AMG provide a Trainee Adjuster course, which takes the form of structured training along with work shadowing and monitoring. This has given me a fantastic platform from which to develop my skills, knowledge and confidence to execute my role.

I am currently attending an Advanced Technical Training course with AMG, which aims to develop my technical knowledge further; this training also supports the CII and Chartered Institute of Loss Adjuster Qualifications.

AMG has also supported me through the CII exams by providing study leave and financial assistance.

What do you most enjoy about your job?

Loss Adjusting is dynamic and vibrant. There is also the opportunity to move into diverse areas from liability to fraud investigation.

I also love the fact that every day I can learn something new and encounter a new situation. I meet such a varied range of people and visit many different places, one day I may be in London the next a rural setting.