Nairobi, 11 November 2025

Recent industry conversations among insurers and loss adjusters have brought renewed attention to a critical issue — the intersection of professionalism, efficiency, and data protection in insurance practice.

As claims processes become more digitized and customer expectations rise, the ability of practitioners to deliver timely, accurate, and secure services has never been more vital. The conversations underscored one shared commitment: to strengthen technical competence and safeguard client data through continuous professional development.

Professional Conduct and Quality Reporting

A recurring theme in these engagements is the need for professional discipline — from the manner in which adjusters interact with clients, to how reports are structured and presented.

Preliminary reports should be prompt and purposeful, enabling swift claim progression. Final reports, on the other hand, must go beyond mere narration to provide clear technical analysis, actionable recommendations, and insight that adds value to the client relationship.

Equally important is the understanding that every adjuster, surveyor, or assessor serves as an ambassador of the insurer’s brand. Professionalism — in conduct, communication, and documentation — remains a fundamental expectation in a maturing insurance market.

Data Protection: The New Professional Frontier

One of the most consequential developments shaping insurance practice is the Data Protection Act (2019).

Loss adjusters, surveyors, investigators, and other service providers routinely handle vast amounts of personal and sensitive client data — from policyholder information and identification documents to medical and property details.

Under the Act:

• Insurers act as data controllers, determining the purpose and means of data processing.

• Loss adjusters and related service providers act as data processors, handling information on behalf of the insurer.

This distinction imposes clear obligations — ensuring that personal data is processed lawfully, securely, and only for its intended purpose.

It also requires organizations to register with the Office of the Data Protection Commissioner (ODPC), implement appropriate security measures, and train staff on responsible data handling.

Beyond regulatory compliance, effective data protection is a professional trust issue. Breaches — whether through unauthorized sharing, accidental leaks, or weak cybersecurity — can cause lasting reputational harm and erode client confidence in the insurance sector.

Bridging the Gap: Building Capacity Through Training

As the insurance industry continues to modernize, data protection is no longer a purely legal concern — it is a core professional competency.

From front-line adjusters and investigators to claims managers and brokers, every participant in the insurance value chain plays a role in ensuring that client data is handled with integrity and care.

At Specialty Claims Academy (SCA), we recognize the urgent need to strengthen this capacity across the market, and have tailored training programmes designed to equip practitioners with practical, context-specific skills in:

• Data Protection and Compliance for Insurance Professionals

• Claims Handling Ethics and Client Communication

• Technical Report Writing and Documentation Standards

Our approach integrates both regulatory understanding and field-level application — ensuring that participants not only know what the law requires, but also how to apply those requirements in their day-to-day operations.

Looking Ahead

The insurance sector’s evolution is as much about technology and regulation as it is about trust and professionalism.

For practitioners, embedding data protection principles into claims handling and client interaction is both a legal necessity and a mark of professional maturity.

At SCA, we remain committed to supporting this transformation — helping the industry bridge knowledge gaps, build competence, and strengthen customer confidence through structured, high-impact training.

📧 training@specialtyclaims.co.ke
🌐 www.specialtyclaims.co.ke

Author:
Fredrick A. Oloo
BCom (Ins.), Dip CII, Dip CILA
Lead Trainer & Director – Specialty Claims Academy (SCA)

( Also: Managing Director – Niche Loss Adjusters & Marine Surveyors Ltd
Council Member – Institute of Loss Adjusters & Risk Surveyors (IARS – Kenya)
Committee Member – Chartered Institute of Loss Adjusters (CILA – UK)’s Future Focus Special Interest Group