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We are directed by a Board of key market practitioners who provide advice, technical expertise, access to key personnel and advocacy of the Chartered Insurance Institute's professional agenda.


  • To provide technical advice and support
  • To advise on current market issues
  • To ensure our customer's interests are represented
  • To act as advocates for membership, qualifications and Code of Ethics
  • To ensure that members have relevant and accessible support for their professional development
  • To provide additional expertise and experience, and to provide input to and nominations for working parties that may be set up to consider specific issues and inform initiatives

For wider group governance please read our CII governance pages.

Board members 

Martin Ashfield, Board member

Martin Ashfield

Martin joined the insurance sector in 1986 and has remained in the claims arena since then, covering a variety of roles across most business classes, including operational claims handling, project management, operational and technical management and strategic planning. Martin is currently responsible for the Property and Casualty operational areas across commercial property, household, motor trade and liability classes. Martin has also worked on various ABI initiatives and Working Groups in the last decade. He has been involved in industry activity around issues and responses to surge events and other property related topics. He is also a regular speaker and contributor at claims conferences. Martin is a Chartered Insurer with ACII and an active member of the Bolton CII Council where he completed a two year term as President.

Melissa Collett, Board member

Melissa Collett

Melissa Collett is Professional Standards Director at the Chartered Insurance Institute (CII), leading its professional standards, ethics and conduct activity as a united profession across insurance and financial planning. She is also responsible for the professional body’s legal affairs, risk management, disciplinary matters, and governance. She is keen to raise awareness of best practice and drive ethical behaviour through engagement with the profession and external stakeholders. Melissa has an extensive background in consumer insurance and legal issues. She spent over a decade at the Financial Ombudsman Service, was a Director at Fairer Finance and sits as a Tribunal Judge. She is also qualified solicitor and specialised in insurance law at Hogan Lovells. She is a frequent speaker at insurance conference and events, sits on judging panels, and is the author of numerous articles and publications on consumer insurance law subjects. 

Ann Golder, Board member


Ann is a Director of Broker Direct Plc based in Bolton. Broker Direct is an MGA and Third-Party Administrator in the UK market and has been Chartered since 2016. Ann has over 30 years’ insurance experience, starting her career in the Personal Lines department of Iron Trades and is a Fellow of the CII.

Patrick Hayward, Board member

Patrick Hayward

Patrick joined Altus’s General Insurance team as a business consultant in 2017, and supports insurers with operational, technology and regulatory change projects. Prior to this, he worked in technical claims and in legal adviser roles at DLG and Aviva. He was part of the CII New Generation 2016 Claims Group, which worked with Government, insurers, loss adjusters and other stakeholders to deliver a comprehensive guide for the police to use when handling claims under the Riot Compensation Act 2016, and supports the development of CII study texts through the CII Expert Practitioner Programme.

Graham Hughes, Board member

Graham joined esure Group in October 2015 as Chief Claims Officer with over 30 years of claims and insurance sector experience. He leads esure’s Claims and Financial Crime operations having held previous senior claims roles, both personal and commercial lines in RSA, Allianz and Aviva.

Malcolm Hyde, Board member

Malcolm Hyde

Malcolm started his career in underwriting with the Commercial Union in 1980 and commenced his CII studies immediately with the support of his employer. This proved highly beneficial opening Malcolm’s career path to claims, loss adjusting, process engineering, training and, finally, to head the Chartered Institute of Loss Adjusters as their Executive Director. A strong supporter of life-long learning and continuous personal development, Malcolm, as a Fellow of the CII, delights in his role on the Board of Society of Claims Professionals helping others to succeed.

Carolyn Mackenzie, Board member


Carolyn is the Director of Complex Claims at RSA in the UK. Her team manages large and complex losses arising from the motor, liability, property, engineering and household portfolios, and all claims arising from the professional indemnity, financial risks and marine portfolios. Prior to joining RSA in 2012, Carolyn was the Casualty Claims Manager for Munich Re in London. Carolyn started her career as a claims graduate trainee with Sun Alliance International. She is a Fellow of the CII and a Chartered Insurer.”

Sue McCall, Chair

Sue has over 35 years’ experience in change management, operational management, and technical claims handling, spanning most classes. Sue has an advanced diploma in insurance from the CII and is a Chartered Insurer. She also on the Post Claims Club Advisory Board and is a past President of the North Downs Insurance Institute. Sue joined Aspen in November 2010 from Hawes McCall & Associates Ltd where she was a founding Director. Her earlier roles include Head of Group Claims Operations at SVB/Novae and Head of London Market Claims at Independent Insurance.

Martin Milliner, Board member

Martin Milliner

Martin has over 30 years’ experience in General Insurance in various operational and technical roles, predominantly with LV= and Churchill/ RBS Insurance. During that time he was involved in a variety of issues including being heavily involved in the creation of the Credit Hire GTA. In 2003 he became Claims Fraud Manager at RBS Insurance and was involved as a founder Board member of the Insurance Fraud Bureau. In 2006 he joined LV = and is now Director of Claims, managing personal and commercial lines claims across the range of LV= Brands. He is a part of the General Insurance Exec Team at LV and as part of his role has executive accountability and line management responsibility for all matters fraud across Underwriting and Claims. Outside of LV= he is a member of the CII Society of Claims Professionals, Thatcham’s Board, and the Insurance Fraud Bureau Board.

Karl Parr, Board member


Karl is a Chartered Insurer with ACII and over 30 years’ experience in Claims across all classes of general insurance through a variety of technical, managerial, and strategic roles. Karl is the Technical Claims Services Director for AXA with responsibility for large loss, legal and field services, technical strategy, capability development, training, and best practice. Karl spent the first 14 years of his career at AXA and re-joined in early 2019 following 14 years with Groupama and more recently 6 years at Ageas as Head of Claims Technical Excellence, where he was responsible for best practice, fraud, continuous improvement, risk and quality assurance amongst other things. Various contributions are made to market issues through membership of ABI Personal Injury Committee, Claims Club Advisory Board, Government Consultation responses as well as the Society of Claims Professionals. Outside of work Karl enjoys the company of his two daughters and is a keen follower and participant of sport including cricket, skiing, football and running.

Jeremy Trott, Non-executive Director

Jeremy has a varied background, having joined Commercial Union over 20 years ago on their graduate training programme where he spent 11 years, surviving two mergers to be appointed as Maidstone Sales and Underwriting Manager in 2003. After profitably growing this account, Jeremy moved across to Allianz in January 2006 where, as well as picking up the sales and underwriting side, he has his first experience of managing a large operation when he was responsible for handling the Allianz SME business. In May 2009, he moved into Allianz's head office and successfully managed an Innovation & Strategy team looking across the whole of Allianz UK where he and his team drove out in excess of £10m worth of annualised savings a year earlier than planned. After 3 years in this role, Jeremy moved into his current role of Head of Operations for Claims, which gives responsibility to him for driving the operational delivery of the claims service from Allianz from two sites in the UK and one in Trivandrum in India. During his 6 years in this role, the operational environment has been through a radical overhaul with significant organisational change including the closure of offices and the expansion & then detraction of the offshoring team as a result of automation and the partial digitalisation of the customer journey. He is passionate about employee engagement & welfare and to that end, actively sponsors a global Claims training programme for Allianz Head office and chairs the Health, Safety and Wellbeing committee for Allianz UK

Andrew Wilkinson, Board member

Andrew, a Law Graduate, has worked in General Insurance Claims for Aviva for over 20 years. He is currently Director of Technical Claims having responsibility for Aviva’s high value and complex loss claims teams. His main focuses are balancing customer service, indemnity spend and assessing the legal and market environment in which Aviva Claims operate. He also has responsibility for setting Aviva’s internal claims philosophies and standards. For several years Andrew has been heavily involved in Aviva’s external engagement, covering a variety of civil justice reform issues to Government level, including whiplash, medical evidence, and Aviva’s “Road to Reform” campaign.

William Quibell, Board member

William Quibell

William Quibell, Head of Major Loss & Supplier Management, Legal & General (now part of the LV= group) has over 23 years’ experience in General Insurance claims across various technical roles including loss adjusting, building surveying, fraud, liability, subrogation and major loss.  As well as being a chartered insurer, William is also a chartered construction manager, having led in various senior leadership roles across operations, central services and claims supply chains.  William has a real interest in developing talent across his department, emerging innovation and technology solutions and translating possibilities in the claims space into valued commercial models that put the customer experience at the front of operational strategies.