What is your role and where do you work?
As a Major Loss Lead within Zurich’s Large and Complex Property Claims team, my role is to support customers during some of the most challenging times they may ever face; major property losses caused by fire, flood, explosion, or other catastrophic events.
These claims often involve significant disruption, and I’m responsible for assembling the right team of specialists, including loss adjusters and other experts, to help customers recover quickly and effectively.
What is your expertise, specialism or main area of interest?
I’ve worked in claims for over 35 years across four different insurers, in roles ranging from branch claims management to technical positions in catastrophic injury and professional indemnity.
For the past 20 years my focus has been property claims. This specialism has given me deep knowledge of buildings and the public services that operate within them. Understanding those environments helps me tailor our response and ensure we provide the right support, whether that’s reinstating an asset, compensating for lost profits, or covering extra cost.
Is there a particular aspect of your work you are interested in or passionate about?
I’m particularly passionate about proactive risk management and preparedness. One initiative I really value is our large loss scenario workshops, which we offer to all Zurich Municipal customers.
These sessions simulate the challenges a client would face if a major property loss occurred, helping them plan and understand the steps needed to recover. If the worst happens, everyone knows their role and responsibilities, which means we can hit the ground running.
The workshops are tailored to each client and often involve key stakeholders such as property managers, finance teams, and even solicitors. Customers really appreciate them, and they’re insightful for us too. For me, it’s about being there at their time of need and providing not just financial support, but guidance and reassurance.
What are you working on currently?
Right now, I’m focussed on two key areas: sustainability and resilience. We’re looking for ways to deliver more sustainable reinstatement solutions following a claim, salvaging and reusing materials, reducing carbon footprints, and working creatively to minimise environmental impact. Customers are keen to collaborate on these initiatives.
Alongside sustainability, we’re promoting ‘build back better’ strategies, using the reinstatement process as an opportunity to make properties more resilient against future risks. For example, after a flood, we might work with clients to install flood defences or adapt building layouts to reduce potential damage. Sometimes these improvements can be cost-neutral, which is a win for everyone.
What topics and trends are emerging?
One of the most pressing trends I’m seeing is the rise in lithium battery-related fires. With batteries powering everything from smartphones to electric vehicles, their prevalence and the associated risks, are growing. Fires caused by damaged batteries, incompatible chargers, or modified devices can be devastating, burning with intense heat and sometimes exploding. We’re seeing claims across residential and municipal environments.
At Zurich, we’re actively engaging with customers and even government stakeholders to raise awareness and develop strategies to mitigate these risks. Education is key, from safe charging practices to proper disposal of battery-powered products.