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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 

Jeremy Trott, Head of Claims Operations, Allianz
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 back 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 four 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 of the offshoring team accompanied by the digitalisation of the customer journey, the implementation of a new IT system and, more recently, he has taken on the sponsorship of the Robotics programme through Allianz UK claims.

Sue McCall, Head of Claims, Aspen Risk Management

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. Sue has over 30 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.

Martin Ashfield, Claims Technical Director, AXA Insurance

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 management and strategic planning. Martin is currently responsible for technical claims within operational areas across motor, property 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 an active member of the Bolton CII Council where he has just completed a 2 year term as President.

Jon Cawley, Head of Claims, NFU mutual

Jon is accountable for setting claims strategy, the customer experience, technical control and strategic claims leadership to deliver an award winning service to the Group’s diverse customer portfolio. Jon’s previous roles include Head of Claims at Towergate Insurance, UK Head of Personal Lines Claims & UK Motor Claims Director at Zurich Insurance, and UK Property Claims Director, also at Zurich Insurance. Additional positions held include member of the Post Magazine Claims Club advisory panel and previously a BIBA Claims Board member. With a passion for investing in people, Jon has also instigated the development of training programs which have achieved CII accreditation.

Tony Emms, Director, Vine Grove Ltd

Tony is the Owner/Director of Vine Grove Ltd and provides Advisory Board services to a portfolio of businesses. Tony has a long association with CII having joined their Claims Faculty Board in 2009, chairing from 2010-2013, and serving a term as a Vice President of the CII from 2012-2018. During 2012-2015 Tony also chaired the Board of Thatcham Research and received the Insurance Times Claims Lifetime Achievement Award in 2017. Tony’s final appointment in corporate life was as UK Chief Claims Officer at Zurich Insurance from 2010 to 2015. In this role he had responsibility for claims on all lines of UK domiciled business.

David Frost, Director, Technical & Large Loss Direct Line Group

David Frost (FCII, Chartered Insurer) joined Direct Line Group in 2011, as Director of Technical & Large Loss Claims. David has over 30 years’ industry experience and a wealth of knowledge within UK and global technical claims. He is an insurance market professional with specialist expertise in motor and other general business claims management, having successfully held a wide range of strategy, technical and operational claims management roles.

Ann Golder, Director, Broker Direct

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, Consultant, Altus

Patrick graduated in Law in 2008, before working as a legal adviser and later as a claims technical consultant at DLG. He joined Altus Consulting’s General Insurance team in 2017 as a business architect, supporting insurers with strategic, operational and regulatory change projects. He is part of the CII New Generation 2016 Claims Group, which has 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.

Graham Hughes, Chief Claims Officer, esure

Graham joined esure Group in October 2015 as Chief Claims Officer with over 25 years of claims and insurance sector experience. He oversees esure’s 800 staff strong Claims and Financial Crime operations based across Reigate, Manchester and Glasgow. Graham’s previous roles include Commercial Claims Director, RSA where he was responsible for leadership of the commercial claims area and was responsible for circa £1.9bn claims, with a team of 300. He also held senior positions at Allianz and Aviva.

Malcolm Hyde, Executive Director, Chartered Institute of Loss Adjusters

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, Complex Claims & Strategy Director, RSA

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.

Martin Milliner, General Insurance Claims Director, LV=

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 the creation of the Credit Hire GTA. In 2003 he became Claims Fraud Manager at RBS Insurance and was 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 Executive Team at LV= and has executive accountability and line management responsibility for all fraud matters across underwriting and claims. Outside of LV= he is a member of the Thatchams Board and the Insurance Fraud Bureau Board.

Karl Parr, Technical Claims Services Director, AXA Insurance

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. After spending six 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, Karl has joined AXA as Technical Claims Services Director with responsibility for large loss, legal services, technical strategy, training and best practice.

Andrew Wilkinson, Director of Technical Claims, Aviva

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.

Ashton West OBE, Director, Fidu Consultancy

Ashton is a law graduate, Chartered Insurance Practitioner, member of the Institute of Management and was awarded an OBE for services to road safety in 2015. Ashton is an experienced and dynamic leader with a proven track record of delivering significant value to businesses in a change environment within the financial services sector.

With over 40 years of experience in the insurance industry, Ashton is currently a non-executive director at national law firm Weightmans LLP, chair of trustees of The Road Safety Trust and a trustee of the MIB pension trust.

Previously, Ashton was Chief Executive of the Motor Insurers’ Bureau (MIB from 2003 to 2018. After arriving at MIB he helped to steer the organisation through significant organisational change, particularly focused on optimising the return on the investment in the Motor Insurance Database (MID) to address the problems of uninsured motoring and ‘hit and run’ driving.

Melissa Collett, Professional Standards Director, Chartered Insurance Institute

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. She is currently a non-executive committee chair of the Association of Accounting Technicians.

Matthew Hall, Strategy & Operations Manager, Chartered Insurance Institute

Matthew is responsible for the strategic and operational delivery of the CII’s Societies programme, and sits on the Advisory Board of the Societies representing the broking, claims, and underwriting sectors. He has over a decade of experience within professional membership bodies, including previous roles at the Chartered Institute for Management Accountants, and the Chartered Institute for Securities and Investment.

William Quibell, Head of Major Loss & Supplier Management, Legal and General

William is Head of Supplier Management (GI) and Technical Claims (Fraud, Subrogation, Liability) at Legal and General. He has significant experience in the claims sector in the UK and Ireland, including previous roles with RSA, LV=, and LAS Claims Management. He is both a Chartered Insurer and Chartered Construction Manager, and has been the recipient of several industry awards.

As a technical practitioner William started his claims career in 1997 as a claims handler and has progressed to senior leadership via various claims and field-based roles whilst studying for professional qualifications. This has given him a passion for developing the next wave of leadership and providing support to young and ambitious talent within his organisation and across the insurance industry.