Western Perspective

For David Porter, a key challenge facing any organization is asking people to take time from their work to move the association forward. Independent adjusters are clearly committed to professional development, but spending days away from running a business is a tall order, especially for leaders of smaller firms.

“We have to make it so that we are not unnecessarily creating a burden on peoples’ lives and work,” says Porter, who is incoming president of CIAA for 2014-2015. “I would like us to centralize, to generate enough revenue that we can hire the appropriate people to run the programs that members need – and to make the membership as meaningful as possible.”

With plans for a smaller executive committee focused on a short list of priorities, he wants to turn that challenge on its head. Porter says he is focused on developing tangible rewards recognized by current members and acknowledged by prospective adjusting firms who are outside the CIAA fold.

“I see the issues from far way away here in B.C., but I know that our provincial chapter (of CIAA) runs a tight ship,” notes Porter, who is also vice president, Western Region for Granite Claims Solutions. “I think there is a need to restructure our organization at the national level. If we prioritize objectives for the year and have a tighter executive committee, I think we could be much more efficient.”

These focused goals include adjuster skill development, increased membership in CIAA and a raised profile of independent adjusters in areas such as cross-border licensing. In all of these areas, Porter is able to walk the talk of claims professionalism.

Porter’s insurance career started in the mailroom with Canadian Northern Shield in 1988, a fact he is not shy about sharing. However, it wasn’t long before he caught the claims handling bug and began loss adjusting for Lofting & Associates in 1989.

From there, Porter moved to Lindsey Morden (now Cunningham Lindsey) where he gained experience working for a large firm handling a wide range of files. After a stint at Pritchard & Associates (now Pritchard Woodall & Associates), he started his own adjusting firm, Advance Claims Service Ltd., in 2000. The company grew to seven offices in B.C., with an impressive client roster and a strong reputation for client-focused claims management solutions. In 2011, Porter sold the business to Granite Claims Solutions, where he continues to work today.

His career trajectory mirrors a diverse and eclectic experience, with specialization in liability claims ranging from construction, general, and professional, to marine losses. “I grew up on condo claims and then moved to take on a wide variety of losses, a bit all over the map,” he says. ” In my earlier days, I took over the account for the maintenance claims work for the road contractors. It was great; it took me all over the place. And I still have that account today.”

Porter’s hands-on adjusting experience is complemented by his commitment to continuing education. He received his CIP relatively early, in 1994, followed by his FCIP in 1997. He also received his Certified Risk Manager (CRM) designation in 1998, and then graduated with an LL.B. from UBC’s law school in 2010.

Throughout his career, Porter has instructed many courses for the Insurance Institute of B.C. He has been an active member of the insurance industry, serving as past president of the Insurance Institute of B.C. and past director of the B.C. Insurance Adjuster’s Association.

Porter says he is keen to bring his adjusting expertise, organizational knowledge and professional development experience to CIAA over the next year. Skill development and certification is a subject he is particularly eager to address.

“As a profession, we have given away a number of functions that we could be doing and that, in fact, we used to do,” Porter says. “For example, every commercial property adjuster should be able to deal with a standard business interruption loss. These are the things that may require a bit of elbow grease, but there is no reason to outsource a modest BI loss to an accountant.”

Here, Porter believes there is a critical role for CIAA to create and promote certification programs.

“If we as an association can develop a process of designations or certificates in key areas, I think we can differentiate ourselves and enhance the role of the adjuster in the minds of the client,” he says. “We also have to ensure that adjusters who have those certifications do quality work – there needs to be some enforcement and continuing standards for skill levels, competence and performance.”

Membership is another central issue that has posed a persistent challenge to CIAA.

“To be a professional by legal definition, you have to belong to a professional association,” he says. “And there are hundreds of adjusters who are not members of our professional association. “Porter notes that hectoring non-member adjusting firms or lecturing them about professionalism is not the way to increase membership.

“Instead, we need to push the message about what our professional association does for them,” Porter comments. “This is why it is valuable to be involved. I would like to have more firms join the association because of the perceived value we offer.”

One way to increase the value and profile of independent members is through tangible accomplishments in areas such as cross-border licensing.

“I think this issue is becoming more manageable now and the Canadian Insurance Services Regulatory Organizations (CISRO) is working on it,” Porter says. “A relatively easy solution is for us at CIAA is to say to CISRO – ‘here is a designation that only our members can hold. It requires that they have CIP (or more) and they must complete 16 hours of continuing education every year. Will you then recognize our member adjusters across the country, full stop?’ I think if you took that to CISRO, there would be a very good chance it would be adopted. You would also have something that members would value.”

Porter maintains there is a big correlation between price/cost and value – an equation that independent adjusters have not fully appreciated.

“When you go to the store and you are holding two jars of mayonnaise with different prices, something in your brain says that one jar is going to cost you a dollar more, but it is better,” he observes. “It’s the same thing in adjusting. I think that as we enhance our skill levels and become true experts in the field, the client will happily pay a commensurate fee.”

That differentiation and value in the minds of client can only be achieved through dedication and professionalism, according to Porter.

“In the type of competitive business environment we are in, you have to have a solid skill set, a sharp focus on continuing education and a strong emphasis on customer service that has been lacking generally,” he concludes.

“You have to take pride in your work, you have to maintain your commitments, timeliness, attention to detail. I know that is a tall order, but if we want to differentiate ourselves as professional adjusters, that is what we have to deliver.”