The Chartered Institute of Loss Adjusters
THE CLAIMS INSTITUTE
ASSOCIATESHIP HANDBOOK 2015
1
The objectives of the Institute are set out in its Royal Charter.
Amongst these objectives are the advancement of the study of the promotion
of the efficiency and usefulness of the profession by observance of strict rules
of professional conduct by members of the Institute and by establishing high
standards of education and training.
The CILA is an equal opportunities institute and accordingly prohibits any
discrimination in terms of sex, disability, religion, sexuality or age.
The CILA Examinations are regulated by the CILA Council and the
Examinations Committee of the CILA.
Superseding all previous handbooks - January 2015
The Chartered Institute of Loss Adjusters
51-55 Gresham Street
London
EC2V 7HQ
Tel: 020 7216 7580
Fax: 020 7216 7581
Email: info@cila.co.uk
www.cila.co.uk
2
Contents
Introduction ........................................................................................................................................................................ 5
Interview Option of ACS .................................................................................................................................................. 5
Written Option of ACS .................................................................................................................................................... 5
Election to Membership as an Associate ........................................................................................................................ 5
Prizes ............................................................................................................................................................................... 5
Accreditation for Chartered Status (ACS) ........................................................................................................................... 6
Assessment Criteria Interview Option & Written Option ............................................................................................... 6
Technically Correct.......................................................................................................................................................... 6
Informed Decision Making .............................................................................................................................................. 6
Effective Claim Management .......................................................................................................................................... 7
Effective Communication ................................................................................................................................................ 7
Eligibility .......................................................................................................................................................................... 7
Enrolment ....................................................................................................................................................................... 7
Date of ACS Examination ................................................................................................................................................ 8
Fees ................................................................................................................................................................................. 8
Withdrawal from the Examination ................................................................................................................................. 8
Liability of the Institute ................................................................................................................................................... 8
ACS Marking Structure ........................................................................................................................................................ 9
Results ........................................................................................................................................................................... 10
When the Candidate Fails ............................................................................................................................................. 10
Examination Option .......................................................................................................................................................... 11
Results .......................................................................................................................................................................... 11
Appeals .......................................................................................................................................................................... 11
Position for Overseas Candidates ................................................................................................................................. 11
Written Option .............................................................................................................................................................. 11
ACS Format.................................................................................................................................................................... 12
Critical Analysis of Summary of Experience Content .................................................................................................... 12
ACS Summary of Experience – Interview Option .......................................................................................................... 13
ACS Law & Practice ....................................................................................................................................................... 13
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The Accreditation – Interview Option........................................................................................................................... 14
ACS Presentation........................................................................................................................................................... 14
ACS Interview ................................................................................................................................................................ 14
The Accreditation Panel ................................................................................................................................................ 14
Monitoring .................................................................................................................................................................... 15
Guidance Notes to Candidates for Accreditation ............................................................................................................. 15
Critical Analysis ............................................................................................................................................................. 15
Key Issues ...................................................................................................................................................................... 17
Options .......................................................................................................................................................................... 17
The Proposed Solution .................................................................................................................................................. 17
Critical Appraisal and Analysis of Experience ................................................................................................................ 17
Confidentiality ............................................................................................................................................................... 18
References .................................................................................................................................................................... 18
Presentation – Interview Option................................................................................................................................... 18
Interview ....................................................................................................................................................................... 19
Fail ................................................................................................................................................................................. 19
Accreditation for Chartered Status – Assessment Report ................................................................................................ 20
ACS – Written Option .................................................................................................................................................... 21
Scenario Based Question .............................................................................................................................................. 21
Example Commercial Property Scenario Based Question ............................................................................................ 21
4
Introduction
The Associateship examination is made up of two components, which together can be used to apply for the
Membership of the CILA as an Associate.
The first component is the Advance Diploma (see separate handbook). The second component is the
Accreditation for Chartered Status (ACS).
The CILA has two options for sitting the ACS Examinations, an interview option and a written option.
Interview Option of ACS
This entails the candidate submitting a Critical Analysis and a Summary of Experience and attending a
professional interview with two Chartered Loss Adjusters, where the submitted documents will form the
basis of the interview.
Written Option of ACS
This entails the candidate submitting a Critical Analysis that will be marked independently as a standalone
document. In addition the candidate will sit a 3½hr written paper that can be taken twice a year in April
and October. A pass is required for both the written ACS and the written paper.
Election to Membership as an Associate
A person shall be eligible for admission as an Associate or as a Certified member of the Institute if he/she
has:
i
ii
has acquired the Advance Diploma.
shown that he/she has at least 5 years experience as an independent loss adjuster (reduced to 3
years if he/she holds one of the professional qualifications approved by the Institute) and
passed the Accreditation for Chartered Status (ACS).
iii
Candidates seeking admission as Associates of the Institute must comply with the regulations as set out in
the Charter or have been granted dispensation by Council under the terms of the EC Directive on Mutual
Recognition.
Prizes
Prizes are awarded to the candidate achieving the best results in one examination session subject to the
Examination Committee’s approval. The available prizes are:
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The Cuthbert Buckle Prize
The Institute Prize
5
Accreditation for Chartered Status (ACS)
The Accreditation for Chartered Status (ACS) is the method by which the CILA ensure that those who have
the appropriate level of competence to carry out the work as a professionally qualified loss adjuster on
behalf of clients or an employer are admitted as Associates of the Institute.
Assessment Criteria Interview Option & Written Option
The assessment criteria for the ACS are detailed below; however, the CILA are seeking to ensure that the
candidate can operate unsupervised in an effective, competent and professional manner.
Technically Correct
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Knowledge and practices are technically up to date
Is up to date with current law and practice (legislation, case law, arbitration, mediation,
regulation and market practice)
Demonstrates sound practical application of technical knowledge
Displays breadth and depth of professional experience in their chosen discipline
Exhibits business knowledge and understanding, business acumen and commercial awareness
Is aware of the professional and commercial implications of their work
Relevant areas of knowledge:
o Hazards that affect the risk
o Material facts
o Proximate cause
o Policy liability issues, including warranties
o Extent of cover
o Subrogation
o Contribution
o Fraud
o Underinsurance
Informed decision-making
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Gathers relevant facts and information – detailed, relevant to the claim, timely and accurate
Consideration of issues continues throughout the life of the claim as details unravel
Identifies key issues and problems
Analyses facts to consider suitable options
Validates assumptions – information challenged rather than accepted at face value
Justified use of specialists and experts
Exhibits logical thought processes – the final decisions/proposals flow logically from consideration
of the available options
Makes reasoned judgements on policy liability and the extent of cover
Assesses correctly the extent of damage/injury/loss caused by the insured peril
Validates the loss under the claim by collecting sufficient evidence/information
Clearly identifies and explains the all the available options to deal with the key issues
6
Effective claim management
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Plans, organises and monitors the claim in a timely manner.
Negotiates and agrees settlement effectively
Identifies ways to mitigate the loss and takes the appropriate, justifiable action
Shows an awareness of fraud and investigates as appropriate
Sets the reserve accurately and updates it throughout the life of the claim
Manages relationships and expectations with client, broker, policyholder, third parties
Liaises and agrees course of action with client, as appropriate.
Uses administrative skills to manage a portfolio of claims to achieve accurate and timely claims
settlements
Acts within CILA Rules of Conduct and general professional ethics
Effective communication
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Oral: (Interview Option)
o Confident body language and positive interaction with Panel.
o Material is well prepared and presented in a logical, signposted manner
Written:
o Well-presented, clear, neat and professional
o Correct use of English, including spelling, grammar, punctuation – Plain English rules apply
o Logically-structured with appropriate use of headings
Impact – establishes a rapport with the panel, using body language and positive interaction
Handles questions well, using active listening, answering confidently and admitting any gaps in
knowledge.
Influencing skills – uses appropriate styles and strategies to win co-operation from all parties and gain
their commitment.
Provides a clear rationale for their decisions
Is assertive and convincing in the role of a loss adjuster.
Ambassador for the profession
Eligibility
Candidates must have completed the Advanced Diploma before undertaking the ACS.
Enrolment
Candidates must apply to the Institute, by completing the application form available from www.cila.co.uk
sending this to the Institute and making the appropriate payment. The Institute will check that eligibility
requirements have been met and will notify the candidate of their acceptance or otherwise to the
accreditation process within one month. At this time the candidate will be asked to state their chosen
discipline and to submit their Critical Analysis and/or Summary of Experience, by e-mail, to the Institute
within one month of the acceptance.
7
Where the interview option is chosen CILA reserve the right to review the Critical Analysis and Summary of
Experience before arranging a panel, to ensure the submission meets the standard set out in the Objectives
above. Should the submission not be acceptable the candidate will be asked to resubmit an amended/new
submission.
The Candidate will be asked for dates that they are available and a panel will be organised that has a
suitable level of knowledge in the chosen discipline. Conflicts of interest will be avoided.
Date of ACS Examination
The interview option: ACS examinations are held anytime throughout the year at the candidate’s
convenience, subject to the availability of suitable Accreditation Panel. The Candidate should liaise with
the CILA to arrange an ACS.
The Written option ACS: The Critical Analysis can be submitted at any stage, although the written
examination is available to be taken in April and October.
Candidates must also complete and forward to the Institute an official entry form downloaded from the
Institute’s website - www.cila.co.uk, together with the entry fee, no later than 31st January for the April
examinations and 31st July for the October examinations.
Fees
The entry fee is £150 for the ACS examination, payable on the submission of an examination entry form.
Withdrawal from the Examination
If after the payment of the entry fee a candidate withdraws or is absent from the examination, no part of
the fee will be returned. At the Institute’s discretion a credit for the fee may be carried forward.
Candidates are advised to notify the Institute at their earliest opportunity that they intend to withdraw, and
include an explanation for consideration by the Institute as to whether the fee can be credited to a future
sitting of the examination.
Changes of examination centre or the subjects to be taken will be considered but the Institute is unable to
guarantee that changes will be possible. Candidates are recommended to submit requests for alterations at
least six weeks prior to the examinations.
Liability of the Institute
If the Institute, for reasons outside its control, should find it impossible to hold any of its scheduled
examinations, or if a candidate’s completed examination script be lost or destroyed, the Institute’s liability
shall be limited to a complete refund of the examination fee paid in respect of the examination concerned.
8
ACS Marking Structure
Interview Option: In making their assessment the Accreditation Panel will take a holistic view of the
candidate’s performance. However the Critical Analysis and the Summary of Experience will be judged
together. Candidates will be marked in line with the table below with regard to each core competence:Grade
Technically Correct
Distinction
Always displays indepth knowledge across
specialised and general
areas. Clear evidence
of independent thinking
and study. Easily
applied theory
knowledge to practical
situations
Pass
Mostly displays
knowledge across
specialised and general
areas. Some evidence
of independent thinking
and study. Able to
apply theory knowledge
to practical situations
Marginal Fail
Sometimes displays
some knowledge that is
inadequate and
sometimes out of date,
but not in a key
technical area.
Evidence of
independent thinking or
study, but somewhat
thin. Occasional
difficulty in applying
theory knowledge to
practical situations
Rarely displays up to
date knowledge in
specialised and/or
general areas. Little or
no evidence of
independent thinking or
study. Unable to apply
theory knowledge to
practical situations.
Fundamental
misunderstanding of key
crucial element of key
claims handling issues.
Fail
Informed Decision
Making
Always deals highly
effectively with
complexity,
contradictions and
incomplete data. Can
analyse, reason and
identify alternative
options. Exhibits sound
judgement and gives
clear justifications.
Mostly deals effectively
with complexity,
contradictions and
incomplete data. Can
analyse, reason and
identify alternative
options. Exhibits sound
judgement and gives
clear justifications.
Sometimes dealt
effectively with
complexity,
contradictions and
incomplete data. Some
weakness in the ability
to analyse, reason and
identify alternative
options. Judgement
occasionally unsound or
with poor justification.
Effective Claim
Management
Always displays highly
effective planning,
organisation and monitoring
of the claim, in a timely
manner. Good at identifying
and delivering ways of
reducing the cost of the
claim to the client. Sees the
whole picture and delights
all parties.
Mostly displays effective and
timely planning, organisation
and monitoring of the claim.
Identifies and delivers ways
of reducing the cost of the
claim to the client. Sees the
whole picture and satisfies
all parties.
Effective
Communication
Always
communicates
their work
highly
effectively, both
orally and using
the written
word.
Sometimes some aspects of
planning, organisation or
monitoring of the claim
inadequate or behind time.
Missed some minor ways of
reducing the cost of the
claim to the client.
Occasionally focussed on one
party to the detriment of
another.
Sometimes
showed they can
communicate
their work
effectively, both
orally and using
the written
word, but some
minor aspects
detracted from
the message.
Rarely deals with
complexity. Displays
contradictions and
incomplete data. Did
not analyse, reason and
identify alternative
options. Exhibits poor
judgement and unable
to give clear
justifications.
Inadequate planning,
organisation and monitoring
of the claim or behind time.
Misses ways of reducing the
cost of the claim to the
client. Does not see the big
picture - fails to satisfy all
parties
Rarely able to
communicate
effectively,
either orally or
using the
written word.
Style, use of
English or lack
of structure
detracts from
the message.
9
Mostly
effectively
communicates
their work, both
orally and using
the written
word.
An overall decision will be made of the candidate’s pre-accreditation submissions, the presentation and the
interview.
Marginal under-achievement in one area may be balanced by a distinction elsewhere. However in view of
the fact that the candidate’s Critical Analysis and Summary of Experience are not prepared under
examination conditions, technical and literary accuracy and a high standard of presentation will be
expected. Should a candidate fail in any one of the four core competence or receive two marginal fails then
the candidate will fail the ACS.
Adjudicators have to be satisfied that the candidate has received reasonably balanced professional training
and experience and possesses the communication skills, both oral and written, of a professionally competent
loss adjuster.
Successful candidates will be eligible for election to the class of Associate of the Institute.
Results
Results will be sent to the candidate’s correspondence address within 21 days after the interview.
When the candidate fails
In the event that the candidate fails to satisfy the panel the candidate will receive a report giving the
reasons for the decision and advice to assist the candidate to prepare for a future accreditation application.
The Accreditation Panel will in the report advise the candidate on what he/she will need to submit to the
Institute in the event that the candidate wishes to seek re-accreditation.
Candidates seeking re-accreditation may apply to the Institute and will need to submit to the Institute:
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A plan in no more than 500 words of how the candidate proposes to address the deficiencies in
the Fail report and,
A new 3000 word Critical Analysis or if recommended, re-submit the original Analysis suitably
amended and updated and/or
Submit a revised Summary of Experience.
In the event of the candidate being referred on the Critical Analysis a new ten minute presentation will be
necessary.
A further fee of £150 is required to re-sit the ACS.
10
Examination Option:
Results
The CILA Council will communicate the results of the written examinations to candidates. The marks
required for a pass in any paper of the examination will be 60% of the maximum marks. Although the marks
awarded will not be revealed an indication will be given to the candidate of the degree of his success or
failure by use of the following code:
D = Distinction
P = Pass
X = Fail
Y = Fail
Z = Fail
A = Absent
(75% - 100% of the maximum marks)
(60% - 74% of the maximum marks)
(50% - 59% of the maximum marks)
(40% - 49% of the maximum marks)
(0% - 39% of the maximum marks)
Appeals
Interview Option:
An unsuccessful candidate may lodge an appeal with the Institute within 30 days of receiving the result. A
fee of £150 will be charged (which is refundable in the event of the appeal being upheld).
The candidate will need to outline in no more than 500 words the reasons why he/she feels the result was
incorrect. This submission together with the candidate’s original Critical Analysis and Summary of
Experience will then go before an Appeals Committee comprising two chartered members representing the
Institute and one chartered member nominated by the appellant, none of whom was a member of the
Accreditation Panel that referred the candidate. The Appeals Committee reserves the right to interview the
appellant and/or the Chairman/Adjudicators of the original Accreditation Panel.
The appellant will receive a written report of the Appeals Committee giving its decision on the application.
The decision of the Appeals Committee will be final.
Position for Overseas Candidates
Overseas candidates will follow the same paths as detailed above.
Regional training will be given to adjudicators for the Accreditation Panels.
The same Appeals procedure will apply with regard to the decision of the Accreditation Panels.
Written Option:
Appeals will only be considered from candidates who gained an X fail and within one month of the
publication of results. The appeal must be in writing and accompanied by a payment of £100. No appeal
will be considered without both criteria being met. Following an appeal the decision of Council on the
examination result is final. The Institute will endeavour to provide the appealed result within 28 days. The
fee is non-refundable.
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ACS Format
Critical Analysis - Background
The choice of disciplines for the Critical Analysis are:
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Property Claims
Subsidence Claims
Theft Claims
Business Interruption Claims
Employers’ Liability, Public Liability & Product Liability Claims
Contractors All Risks (Material damage) Claims
Specialist e.g., Agriculture/Fraud/Fidelity Guarantee
The Critical Analysis will be used:
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to assess
to assess
to assess
to assess
to assess
the breadth and depth of the Candidate’s professional experience in the chosen speciality,
the candidate’s written communication skills,
the candidate’s claim management skills,
the candidate’s decision making ability
the candidate’s critical appraisal of the claim analysed
The Critical Analysis should be a word processed document of no more than 3000 words relating to the
resolution of a loss extensively handled by the candidate. The total number of words must be shown at the
end of the document.
Critical Analysis of Summary of Experience Content
Care must be taken to protect the confidentiality of all the parties to the case and the identity of the
subject property.
The choice of topic is important. The candidate may be working for a large company and been involved
with an instruction of complexity size or importance in which the candidate’s role and contribution could be
appropriate. Alternatively the instruction may not be too complicated or of great value. It may simply be
typical of the type of work with which the candidate has been involved during his training period. This
could equally be a suitable topic. The candidate may wish to choose an issue or aspect of their work which
is common to a number of cases with which he/she has been involved as the core of the Critical Analysis as
opposed to the case itself.
It is not expected that the candidate will be an expert in every area of professional activity. The CILA will
be seeking a demonstration of a satisfactory level of competence in key areas, subject always to the level of
professional conduct expected from a member of the CILA.
Guidance Notes on the Critical Analysis are attached to this document. There is no set template for the
Analysis. Photographs may be attached together with any other documents relevant to the case to highlight
the Critical Analysis. It is to be noted that no more than four such appendices may be attached to the
Analysis.
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ACS Summary of Experience – Interview Option
The candidate is required to submit a brief review of no more than 750 words per case in respect of six
cases handled by the candidate either solely or as part of a team in the preceding two years.
The summary to each case should show the nature of the claim, the input of the candidate, the decisions
taken and their reasons and the outcome of the claim, including, if relevant, recoveries.
Care must be taken to protect the confidentiality of all the parties to the cases and the identity of the
subject properties.
Whilst recognizing that the candidate may be placed in a position where all cases handled are of one type it
is important that each case as summarized should reveal a breadth of experience and the cases should
involve different characteristics, causes, issues or resolutions.
The Summary of Experience will enable the Accreditation Panel, with the assistance of questioning, to judge
whether the candidate has obtained sufficient experience in breadth and depth to warrant the title of
Chartered Loss Adjuster.
There is no pre-set template for the Summary of Experience.
The CILA reserve the right to review the Critical Analysis and Summary of Experience before arranging a
panel, to ensure the submission meets the standard set out in the Objectives above. Should the submission
not be acceptable the candidate will be asked to resubmit an amended/new submission.
ACS Law & Practice
Where questions of law and practice are involved candidates will be expected to answer these according to
the law and practice in either of England, Wales, Scotland and Northern Ireland or of their domiciled
country. The candidate should give a clear indication of the country and this must be stated on the
examination answer sheet.
Candidates must display an up-to-date knowledge of law and practice. However they will not be examined
on changes which came into effect within 6 months of the examination. Where a question arises on a topic
affected by such a change the answer may be based on either the old or the new position and equal credit
will be given in either case.
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The Accreditation – Interview Option
The presentation and interview will take place at an Accreditation Centre and will conclude the assessment
process.
At the Accreditation a panel of two representatives of the Institute will interview the candidate.
The interview will last approximately 60-90 minutes (but may, at the discretion of the panel, be extended),
comprising two parts:
ACS Presentation
The candidate will be provided with a ten-minute opportunity to introduce to the panel an outline of the
approach, rationale, investigations and conclusions concerning his/her Critical Analysis. During this period
the panel will not interrupt the candidate.
ACS Interview
The interview will occupy the balance of the period with the panel and the candidate will be questioned on:
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Matters arising from the Critical Analysis
Matters arising from the Summary of Experience
The broader aspects of the candidate’s experience, knowledge, including ethics and the CILA’s
Rules of Conduct.
The candidate will be offered a closing 5 minutes to re-visit any aspect of the interview for further
explanation of what he/she may have said or to correct anything that on reflection the candidate considers
was wrong.
The Accreditation Panel
Each Accreditation Panel will comprise two adjudicators at least one being Associates or Fellows with five
years experience of the Institute.
Each adjudicator will have undergone training under the auspices of the Institute at which interview
techniques, the judgement of competency and body language will have been core subjects.
No adjudicators will be members of the same company as the candidate and wherever both panel
adjudicators will be from different companies.
Each adjudicator prior to the Accreditation will have studied the submissions and discussed with their fellow
adjudicator the salient points and agreed amongst them an allocation of subjects for questioning and the
line of questioning to be adopted.
14
After the interview the adjudicators will prepare their own marking schedule. The two will be compared
and discussed followed by the preparation of one master schedule. Where the two adjudicators have
differences the candidate will have failed.
A specimen template for the Marking Schedule to be used in the Accreditation is attached to this document
for the information of the candidates.
Monitoring
The Accreditation interviews will be monitored at each centre on a regular basis by an invigilator appointed
by the Institute. At some point during the interview it is possible that the invigilator will monitor the panel.
The purpose of the monitoring is to:
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Enable a judgement to be made on the consistency of interviews and to develop and improve them and
Ensure that the candidates are treated fairly by the panels and are given every opportunity to
demonstrate their professional competence.
If requested the invigilators will give feedback to the panels on the day and may also discuss training needs.
They will not however become involved or take part in the decision making process of the panel.
Invigilators will receive copies of the Fail Reports for those panels that were monitored by them.
Guidance Notes to Candidates for Accreditation
Critical Analysis
The Critical Analysis is a written report, which, at its simplest, is a detailed analysis of a case with
which the candidate has been extensively involved during their training period, the conclusion to
which includes a critical appraisal of the case together with an outline of the lessons learned.
The choice of topic is very important. The candidate may be working for a large firm and have been
involved with an instruction, which is considerable in complexity, size or importance and his role and
contribution in that could be an appropriate topic. On the other hand the instruction or case may
not be too complicated or of great value. It may simply be typical of the type of work with which
the candidate has been involved during the training period and this could be an equally suitable
topic. The candidate is able to use a case or a number of cases as being a suitable choice for the
Critical Analysis. The reason for this is the candidate may wish to choose an issue or aspect arising
from his work that is a part of and is common to the number of cases with which he/she has been
involved and upon which s/he wishes to concentrate in the analysis.
It must be emphasized that the candidate is not expected to be running the case, but it is his
involvement in the team that he/she is expected to outline, analyze and provide comment on. It
may be the position that the case has been ongoing for some time and that the involvement has not
been continuous or may not have begun at the outset of the case. It may be that at the time of
writing the Critical Analysis the case has not reached a conclusion. The Critical Analysis will
comprise the detail up to the date of writing and it may be that the report contains a prognosis of
the outcome. Alternatively the outcome may be known at the date of the assessment and the
candidate may wish to include this in his oral presentation to the Accreditation Panel.
15
Overall the Critical Analysis should provide the panel with detailed evidence of the candidate’s
ability to work competently and that he/she is able to apply the core knowledge relevant to the
specialist discipline. After the presentation the panel will question the candidate in detail on this
and other matters.
One of the main reasons potentially for Fail is that the format of the Critical Analysis becomes
similar to the type of report that the candidate may write at work. This should be resisted and
whilst the Critical Analysis should be structured it may take a free flow path with the content
relating to the candidate’s core skill but it may also touch upon other aspects of what may be taken
as the common competencies expected of a chartered loss adjuster.
The candidate should put himself in the position of a potential client looking at the report for the
first time and whether he/she would be impressed with the style of presentation and structure.
The candidate should also note that the information contained in the Critical Analysis will be
treated in the strictest of confidence by the panel.
The candidate should ensure that he/she not only understands the case itself and the processes
followed but also the rationale behind the decision making in the context of the cover afforded
under the policy. The panel will be extending their questioning beyond what the candidate actually
did to why he/she did it and possibly why he/she did not use an alternative approach. They will also
probe the candidate’s understanding of any wider issues surrounding the case.
Whilst the Accreditation Panel will be endeavouring to determine the candidate’s general level of
ability they are not expecting him to be an expert in every area of professional activity. They are
seeking a demonstration of a satisfactory level of competence in key areas, for the client served,
subject always to the level of professional conduct expected from a member of the CILA.
The Critical Analysis must be a maximum of 3000 words (not including the appendices limited to a
maximum of four) and can include photographs and plans etc, but the latter should be no larger than
A4 size when folded. The total number of words must be shown at the end of the document. The
Critical Analysis is a professional piece of work and as such should be signed and dated by the
candidate and certified as his own unaided work by a chartered member of the CILA.
It is to be noted that if external assistance to the preparation of the Critical Analysis is taken and
this is subsequently established then the candidate will not be able to proceed to the Accreditation
for Chartered Status.
It is quality not quantity that is important so a word count should be used and the appendices should
be limited (maximum of 4), each element of which should be included to support the report, not add
to or expand upon it.
It is important that the report includes the following headings:
 Key issues
 Nature and extent of cover
 The magnitude of the loss and the eventual settlement cost
 Options
 Reasons for rejection of certain options.
 The candidate’s proposed solution to the problem/s and reasons supporting this choice.
16
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A critical appraisal of the outcome and reflective analysis of the experience gained.
Key issues
The chosen case could be complex and if too many issues are selected it is likely that the candidate
will only skim the surface and not cover what is required i.e. a detailed analysis. The candidate
needs to be selective and to think about the depth required as being beyond simple basic levels of
knowledge and understanding such as data collection and inspection but to a level demonstrating the
practical application of skills and the use of judgment.
The candidate may have come across one key issue in a case that in itself is so substantial that it is
capable of forming the basis of the Critical Analysis. It may be an issue which is common across a
number of cases with which the candidate has been involved and which become the basis of the
Analysis.
Options
Before proposing a solution on an issue in the case the candidate will need to consider all of the
options to demonstrate his ability to think both logically and laterally. He/she must also
demonstrate that he/she has genuinely considered the options over and above the preferred solution
and give reasons why some solutions may not be feasible.
The candidate should avoid the trap of going down one route only and should consider options or
possible courses of action and also give reasons for rejection of those options not selected.
Options should relate to alternative courses of action to address the key issues within the
professional case selected. The option to accept the instruction to act or not to accept it is not
what this section should relate to.
The Proposed Solution
The candidate must give a detailed account of the reasons supporting their adopted course of action
and the recommendation placed before his client and it is important that his thoughts are wide
ranging.
The candidate should try to ensure that he/she widens his/her thought processes in respect of the
proposed solution. he/she should think about all of the aspects that support his/her decision;
customer care; market practice; policy cover; legal precedents; financial; technical; professional;
rules of conduct; ethics and conflicts of interest, but he/she does not have to address each of these
if they do not form part of his decision.
Critical Appraisal and Analysis of Experience
It is essential that the conclusion to the report must include a critical appraisal of the outcome
together with the candidate’s own views and feelings as to what he/she learned from the experience
and where in the future he/she may take a different approach, with reasons given.
This part of the report may comprise up to a quarter of the total number of words.
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The critical appraisal is about being introspective. The candidate needs to be able to look at the
case, consider what has gone well and, most importantly, be able to identify what has not gone well,
so that he/she can plan how he/she might improve next time he/she carries out a similar task. This
will comprise the candidate’s critical appraisal of the case. The next step is for the candidate to
stand back from the case and reflect upon what he/she has learnt from the experience gained.
The Accreditation Panel will be looking to take the candidate’s critical appraisal as a starting point
to question him beyond what he/she actually did and to probe his understanding of the wider issues
surrounding the case. It is therefore useful to start these processes whilst writing the Critical
Analysis so that the candidate is well prepared for the interview.
Confidentiality
The candidate must ensure that he/she has his employer’s consent to the disclosure of the matters
that feature in the Summary of Experience and Critical Analysis.
For confidentiality to the policy holder and the Insurer names and addresses should be altered and
the candidate may disguise facts that might otherwise make the case identifiable.
References
Extracts from Acts of Parliament, case law and other sources should not be quoted at length but
essential references must be given if relevant to the case in question and the decisions taken.
Conclusion
Above all the Critical Analysis and Summary of Experience must reflect the candidate’s abilities in
respect of:
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Written and graphic communication
Professional standards of organization and presentation
Analysis, reflective thought and problem solving
Learning from experience gained
The candidate and a chartered member of the CILA must certify that the Critical Analysis and
Summary of Experience are the candidate’s own unaided work and a true and faithful reflection of
his experience during the training period. If this is not the position then the candidate will become
barred from Accreditation for Chartered Status.
Presentation – Interview Option
In addition to the written submission the candidate will make a ten minute oral presentation of the
Critical Analysis as the first component of the interview.
The candidate should remember the panel will have already read the submission so it should not
be read verbatim. The candidate should identify before the assessment the key points he/she wants
to address in the oral presentation and speak to these.
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The candidate should also remember that when speaking what he/she has in mind to say might, if
spoken fast, last only a few minutes leaving an embarrassing gap to the interview. The candidate
should rehearse the oral presentation at normal speaking rate and trim so that it lasts ten minutes.
Owing to the number of interviews held simultaneously, presentation facilities at accreditation
centres are unlikely to match the best available in the candidates’ offices. No presentational
facilities will be provided by the Institute. Those candidates who wish to use a stand-alone laptop
personal computer may do so if the format is appropriate for an audience of three. It is emphasized,
however, that what is being assessed is the candidate’s ability to communicate effectively rather
than his use of technology.
Interview
The interview will occupy the balance of the period with the panel and the candidate will be
questioned on:
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
Matters arising from the Critical Analysis and Summary of Experience.
Other matters arising from the answers to the above.
Broader aspects of the candidate’s experience.
The candidate’s approach to professional ethics.
Knowledge of the Rules of Conduct of the CILA.
In making their assessment the panel will take an holistic view of the candidate’s performance. No
one component of the accreditation will constitute a pass or a Fail.
An overall judgement will be made of the candidate’s pre-accreditation submissions, his presentation
and the
interview. It can be that marginal under-achievement in one area can be balanced by a better than
average achievement elsewhere.
In view of the fact that the Summary of Experience and Critical Analysis are not prepared under
examination conditions technical and literary accuracy and a high standard of presentation will
be expected.
Fail
The panel has to be satisfied that the candidate has demonstrated receipt of a properly structured
and balanced professional training and experience. If the professional training and experience are
considered unsatisfactory the candidate will be referred and required to undertake further training
and gain further experience before attending another interview at a future date.
Successful candidates will be eligible for election to the class of Associate of the Chartered Institute
of Loss Adjusters.
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Accreditation for Chartered Status - Assessment report
Candidate:
Assessment Area and Criteria
including written submission and oral
examination
Date:
Grade
Examiner:
Evidence
Technically correct

Correct, up to date and current

Sound practical application of
knowledge

Breadth and depth of professional
experience

Business knowledge and commercial
awareness

Aware of professional and commercial
implications
Informed decision making

Gathers all relevant facts

Identifies key issues and analyses
suitable options

Validates assumptions, using experts
appropriately

Logical thought process & reasoned
judgements

Correct assessment of claim issues
Effective claim management

Plans, organises & monitors claim
effectively

Effective negotiation of settlement

Loss mitigation opportunities and fraud

Reserve management

Management of relationships &
expectations
Effective communication
Oral:
Confident body language, voice clear
and audible, material presented in a logical
manner
Written: Well presented, neat, professional,
correct use of English, logical structure

Impact, assertiveness & influencing skills

Question handling
Grades as defined in the Assessment Criteria
Distinction (D): Pass (P): Marginal Fail (MF): Fail (F):
Overall Pass requirements:
Pass grade in each of the Assessment Areas = Pass
One Marginal Fail can be balanced by a Distinction in another Assessment Area = Pass
One or more Fails or more than one Marginal fail = overall fail
Two Distinctions would provide an overall Distinction providing one Distinction is in the Technical category and there are no marginal Fails.
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ACS – Written Option
The Written ACS process is made up of a Critical Analysis and a Scenario Based Paper. These two papers
may be sat in any order and are weighted equally.
Scenario Based Question
The purpose of this aspect of the ACS is to provide a judgement as to how well the candidate can apply
technical knowledge and provide a solution to a given scenario. There will be a range of scenarios according
to the specialities available to candidates namely:


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


Business Interruption Claims
Employers’ Liability
Contractors All Risks (Material damage) Claims
Property Claims
Public Liability
Product Liability Claims
Subsidence Claims
Specialist e.g., Agriculture/Fraud/Fidelity Guarantee
Theft Claims
Example Commercial Property Scenario Based Question
The following is an example of a Commercial Property based scenario question.
You have been appointed to deal with a Commercial Claim, following a sudden downpour of torrential rain
in a major city. The risk property is a steel portal warehouse 30m span, 100m long, 10m high. It is
occupied by “Carpet Carpet Carpet” a well-known carpet and underlay retailer. The company specialises in
the supply of moderately priced carpets and underlay mainly to on-line purchasers but also to a limited
extent to commercial building companies to fit out “Show Homes”.
The building has a concrete base, steel doors and standard services such as rainwater guttering and has
three phase electrical supply.
The warehouse has rolls of carpet of varying lengths, all of which has been drenched, most of the carpet is
foam backed nylon carpet but around 20% is hessian backed and is part wool and man-made fibres. The
total value of the carpet is around £150,000 and the initial impression is that the entire stock has been
severely affected.
The cover provided by the Policy is as follows:
Buildings £2,000,000
Stock £120,000
Plant and Machinery £40,000
In addition there is Business Interruption Policy with a 12 month indemnity period and a sum insured of £1
million.
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You are advised that there are two warranties – a minimum security warranty and a stillage warranty. In
addition the Buildings Policy is written on a Day One basis and the Stock on a Stock Declaration basis.
Firstly, you are required to outline the enquiries you would undertake to establish:
1. Extent of Policy liability if any
2. Reserve
50 Marks
Secondly, you are required to propose with rationale
1. What measures can be taken to mitigate the loss
2. What steps that should be taken to rule out fraud or determine any fraud indicators
50 Marks
Thirdly, you are required to provide two sections, one from your Preliminary report to Insurers namely
“Initial Measures”, to include your rationale and secondly the “Claim and Adjustment” from the Final
Report.
100 Marks
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