WHAT OUR CLIENTS SAY. a Royal Charter and are subject to the Institute s Code of Conduct. All Policyholders' Loss Adjusters are FSA Regulated

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1 The personal

2 WHAT CILA HAVE TO SAY HELP FOR POLICYHOLDERS THE CHARTERED INSTITUTE OF LOSS ADJUSTERS Insurer's Loss Adjuster The Insurer's loss adjuster will visit the policyholder, within days after submission of the claim form, to discuss the circumstances of the claim. The loss adjuster will check: That the loss or damage falls within the terms of the insurance policy That the sums insured on the policy are adequate That the amounts being claimed are fair and reasonable That all valid items of claim have been included and nothing omitted facts on the matter and is able to make a decision. Policyholder's Loss Adjuster Policyholders can also appoint their own Chartered Loss Adjuster to act on their behalf in connection with corporate, commercial and domestic claims. The Loss Adjuster will assist with organising emergency works and if necessary arrange alternative accommodation or in the case of commercial losses temporary premises to enable trading to continue. The Policyholder s Loss Adjuster liaises directly with the Insurers Loss Adjuster as the claim progresses dealing with all meetings, correspondence and communication Advice is given as regards the appointment of Surveyors, Architects and other Professionals to ensure In domestic situations the Loss Adjuster will also deal with preparing a list of damaged Contents items for submission to the Insurer s Loss Adjuster. With regard to commercial claims Inventories are prepared for Contents and Stock losses. Under commercial policies the Loss Adjuster will also deal with the Business Interruption claim and all aspects relating to interruption to trading. The Loss Adjuster you appoint will look after your interests as the claim proceeds and prepare the claim and negotiate settlement on your behalf. FAQs Q. Why should I appoint a Chartered Loss Adjuster rather than a Loss Assessor? a Royal Charter and are subject to the Institute s Code of Conduct. All Policyholders' Loss Adjusters are FSA Regulated Q. If the Insurers have appointed their own Loss Adjuster do I need a Loss Adjuster acting on my behalf? A. The Insurer s Loss Adjuster is paid by the Insurer to act on their behalf, and under the Charter they are required to act fairly and justly. However, you may prefer to engage a Loss Adjuster to represent your interests. Your Adjuster will ensure that you are treated fairly and achieve the best settlement available under the policy. Q. At what stage of the claim should I instruct a Loss Adjuster? A. Ideally immediately after discovery of the loss or damage in order that he or she can handle all discussions and negotiations with your Insurer s Loss Adjuster. Q. Do I need a Loss Adjuster for a small claim? A. As a general guide you should consider appointing a Loss Adjuster for claims over 10,000. Q. Will my Insurance Broker help me with my claim? A. If you are insured through a Broker they often help with your claim however Brokers generally do not have the claims expertise of a represent you. PUBLIC LOSS ADJUSTERS.COM EXTRACTS TAKEN FROM CILA WEBSITE DECEMBER

3 WHAT HAPPENS NEXT Should you appoint Public Loss Adjusters Ltd (PLA) to look after your interests by handling your claim: PLEASE ENSURE YOU HAVE TELEPHONED YOUR INSURANCE COMPANY TO NOTIFY THEM OF YOUR CLAIM THERE IS NO NEED TO CONTACT YOUR INSURANCE COMPANY OR THEIR LOSS ADJUSTER REGARDING OUR APPOINTMENT AS WE WILL NOTIFY ALL PARTIES DIRECTLY OF OUR INVOLVEMENT WHAT HAPPENS NEXT 1. You will receive a telephone call from your PLA Loss Adjuster to introduce themselves. 2. Our preferred contractors will be in contact to deal with Gas / Electrical / Emergency Repairs 3. DriTech - PLA s preferred Fire & Flood Restoration contractor, will contact you to arrange attendance to survey your 4. Your PLA Loss Adjuster will arrange a meeting with your Insurers or their respective Loss Adjuster, to discuss the claim whilst ensuring that your best interests are protected. NB The date of the meeting is subject to the availability of your Insurers. 5. In the event of larger claims your PLA Loss Adjuster will agree the appointment of an independent surveyor with your Insurers. This surveyor will be responsible for drawing up the schedule of works which will be arranged at a later date during the claim process. WHAT NOT TO DO / BE AWARE OF 1. Avoid all direct contact with Insurers, their loss adjusters or any other of their representatives. This could potentially confuse, delay or even jeopardise your claim. Remember - we are appointed to take care of all matters on your behalf. 2. WARNING/BE AWARE: On occasions Insurers or their representatives may attempt to dissuade you from instructing YOUR OWN independent Loss Adjuster. This is purely an attempt to protect THEIR OWN interests by taking control of the claim. Remember PLA are here to protect YOUR interests at all times. you have any queries or concerns please call us immediately. 4. Please do not meet or discuss your claim with anyone appointed by Insurers or their representatives without prior knowledge of PLA or a representative of PLA being present. 5. Please do not dispose of any damaged property before we have had the opportunity to inspect it.

4 GUIDE TO FREE LOSS ADJUSTING A Guide to Our Free Loss Adjusting Services Call our Free 24/7 Helpline for Advice or Information: Insurers' Loss Adjusters are paid varying fees to handle claims working on the Insurers behalf. The simple answer - there is no catch. We do exactly the same as the loss adjusting companies do when insurers appoint them directly, except we work on your behalf. Almost all the major loss adjusting companies appointed by insurers have building networks and surveying companies that work on THEIR behalf; almost all of those are owned or controlled by the very same loss adjusters. Examples of Insurance Companies appointed Loss Adjuster Building & Surveying networks are: Cunningham Lindsey own the Oriel Network and have their own in-house surveying company Crawfords control the Repairnet Network and have their own in-house surveying company Davies control the Eastwell Network and have their own in-house surveying company All building contractors on the above networks have to pay management fees to the loss adjusting companies, who own or control them, for the privilege of their appointment to the required building works. In addition Insurers pay their loss adjusters for the appointment of surveyors which again are owned or controlled by the very same loss adjusters. This information is rarely disclosed to the policyholder at the outset of the claim; more commonly they are advised by the loss adjuster that the appointed company is the Insurers approved contractor/surveyor. It may (or may not) be the case that these contractors are the Insurers preferred networks (with whom they have agreed rates, to help reduce their liability costs). It may NOT however, have been your choice to allow these networks to be appointed had you had been made aware of the above -. Various insurers who have directly employed loss adjusters or claim handlers, try to appoint other so-called building networks' on a direct basis. These insurers, in every case, have agreed reduced building rates in order to reduce their liability costs. We are not stating that it is absolutely impossible for these contractors to return your property to its pre-loss condition. However, ask yourself a question: If you employed a 300 a day joiner originally to do your work, is a 100 a day joiner likely to produce the same quality of workmanship? So, to sum up, the Insurer is employing/paying (or owns) the loss adjuster THEY appoint to handle your claim, and the loss adjuster is employing/paying (or owns) the building/surveying company THEY appoint to handle your claim. WHO EXACTLY IS ACTING ON YOUR BEHALF? Public Loss Adjusters Ltd own or manage similar networks to the insurers or their loss adjusters. However, the contractors on our network do not work on pre-arranged rates and work on your behalf alongside our appointed Loss Adjuster and surveyors, ensuring you receive your full entitlement under the terms of your policy. We give you the choice of whom you want to use. Our companies are only recommended, and it is your choice if you want to use their services. Ultimately it is YOUR right to appoint a contractor of your choice. SHOULD YOU DECIDE TO USE OUR RECOMMENDED CONTRACTORS, THEY WILL PAY US YOUR MANAGEMENT FEE, LEAVING YOU WITH A FREE SERVICE We own or manage the following networks: DriTech Ltd (Fire and Flood Restoration): 25 Independent BDMA Approved Specialists Combined Surveyors Network Ltd (Surveying): 42 Independent RICS Surveyors ProBuild Contractor Network Ltd (Building): 96 Independent Contractors Sub Contractors W & R Fraser (Nationwide RICS Surveyors) Sage Repair Network (Nationwide Building & Disaster Restoration)

5 OUR SUBSIDIARY COMPANIES PROBUILD CONTRACTOR NETWORK LIMITED Probuild Contractor Network specialises in managing building reinstatement works, taking pride in the high quality workhave passed our stringent vetting, compliance and quality control procedures - allowing you to make an informed choice should you wish to appoint a contractor from our network to undertake the repairs to your home or business. Remember, it is your right to appoint contractors, not your Insurers. Contractors from our network work independently of those from the Insurers and will always work in your interest to ensure the building is reinstated to the highest possible standard. As our client your complete satisfaction is of paramount importance to us. Probuild are highly experienced in the handling of Insurance related property claims and have worked with most major loss returned to its pre-loss condition. DRITECH LIMITED chosen because of their expertise and experience in the restoration industry. We have worked directly for the Insurance industry and policyholders nationwide since We assist and support in all aspects of drying and restoration caused by Our services are available nationally, with a dedicated 24/7 emergency call out available to you in your time of distress. We understand how disruptive an emergency event can be and by responding to your needs quickly we can often reduce the level of damage and prevent further damage occurring. Using Dritech s specialist technicians, equipment and fully trained Insurers and policyholders, along with a reduction in the time frame required to reinstate the property back to its pre-loss condition. Dritech s network of drying & restoration specialists are all British Damage Management Association (BDMA) or Institute of knowledge and skills to professionally restore your property. COMBINED SURVEYORS NETWORK LIMITED Combined Surveyors Network is a network of approved building surveyors and/or structural engineers who are all either Members of the Royal Institute of Chartered Surveyors (RICS) or the Chartered Institute of Building (CIOB). Working closely with W&R Fraser & Company Ltd (Specialist Chartered Surveying Practice to the Insurance Industry) and similar companies national repair panel is able to provide complete coverage whilst ensuring you have a truly independent surveyor working on your behalf. These surveyors will supply all parties with schedules of work, transparent tendering, contract management Working with us and our panel will ensure all required works are included in the schedule and that all required works are carried out to the highest standard. (NB Subject to cost approval by Insurers, surveying fees are usually covered within the terms of your insurance policy.)

6 USEFUL CONTACTS CILA The Chartered Institute of Loss Adjusters Tel: Web: BRITISH RED CROSS Tel: Web: PUBLIC LOSS ADJUSTERS Tel: Web: FCA Financial Conduct Authority Tel: Web: NATIONAL GRID Tel: Web: www2.nationalgrid.com PUBLIC LOSS ADJUSTERS Tel: Web: FINANCIAL OMBUDSMAN SERVICE Tel: RICS Royal Institute of Chartered Surveyors Tel: contactrics@rics.org Web: PUBLIC LOSS ADJUSTERS Tel: info@publicla.co.uk Web: NATIONAL FLOOD FORUM Tel: W&R FRASER Chartered Surveyors Tel: enquiries@wandrfraser.com Web: PUBLIC LOSS ADJUSTERS Tel: info@publicla.co.uk Web: POWER NETWORKS Tel: smallservices@ukpowernetworks.co.uk Web: PROBUILD Contractors Network Tel: info@dritech.co.uk Web: probuildcontractorsnetwork.co.uk DRITECH Fire & Flood Restoration Tel: info@dritech.co.uk Web:

7 Thank you to PLA and their team for the speedy resolution of our claim. Until PLA were appointed our insurers had delayed the claim matters for over 9 months. Within 6 weeks of PLA s appointment the claim was agreed and settled in full to our satifaction! Well done Public Loss Adjusters! Mrs E Rogers - Dover I am O.A.P woman living on my own and when part of my ceiling fell down last year I was more than shaken up, it was an old Victorian town house but had been kept in very good state of repair. I was in shock at the time but felt sure my insurers would cover me but to my horror they came back saying I was not covered due to it being wear and tear. I felt so angry and felt that it was unfair because it had come down due to a water leak above, in the bathroom that year. I did found Public Loss Adjusters. that I could understand. The claim proved to be problematic but Public Loss Adjusters never gave up and then they phoned me with the good news that they had won my claim. This was such a huge relief and a battle that I would have never have won on my own. The workmen moved in soon after, They all turned up on time and worked so very hard, so clean and polite. The work was completed in time for Christmas when my youngest son returned from the R.A.F. from Afghanistan. We had a great Xmas together but it was thanks to all the hard and very professional work taken from my shoulders by a great team. I only wish more people out there knew that there is help and advice, so a very big thank you Public Loss Adjusters I would recommend you to one and all. Ms. L. Boa Inverness Although I had not heard of Public Loss Adjusters before and was actually a little sceptical, I thought that a phone call was a safe gamble to get some advice. I did some research and felt that this was going to make my life easier. allowance, contents payments etc. I would not normally endorse anything as I am a real picky old bat but this was just fantastic. I also have to say that the builders, plumbers and electricians who did the work were just wonderful. Mr A. Moore Somerset Adjusters and after their subsequent meeting with the insurers new loss adjusters the claim was agreed at over 22,000. Mr P. Jones Peterborough I have many buy to let properties which I rent out to private tenants. Recently one of the properties was severely damaged by the validity of my claim and whether I had adequate Insurance cover. This made me feel uncomfortable to say the least. I was advised me to appoint my own Loss Adjuster. It was then that I contacted PLA. They took over my claim and I'm happy to say it was the best decision I have ever made. I chose to use one of the contractors from Probuild who did a fantastic job repairing my property and PLA managed to get all the money back which I had lost in rent.

8 SOUTHERN OFFICE MIDLANDS OFFICE NORTHWEST OFFICE SCOTLAND OFFICE GHL HOUSE 2nd FLOOR ALBION PLACE MAIDSTONE ME14 5DZ PENNANT HOUSE SALEM STREET STOKE ON TRENT STAFFORDSHIRE ST1 5PR UNITS 1-4 MULWAY BUILDINGS THRELFALL ROAD BLACKPOOL FY1 6NW UNIT B GLENRUTHVEN MILL AUCHTERARDER PERTHSHIRE PH3 1DP DIRECTOR GARY RODGERS REGIONAL MANAGER MANAGING DIRECTOR TONY MULLIGAN REGIONAL MANAGER