Broadening perspectives in subsidence claims 

The specialist session titled ‘A Wider View’, held during the ILC Specialist Subsidence Conference 2025, brought together three industry leaders for a compelling conversation that challenged conventional thinking in subsidence claims.  

Featuring Simon Hughes, Managing Director – Subsidence & Underground Services, CET UK; Jim Pittman, Head of Professional Services, Evolution Claims Management; and Mark Webster, Director of Subsidence & Building Consultancy, Sedgwick the session offered a rare opportunity to examine subsidence claims through a comparative lens, drawing parallels with other property insurance perils and encouraging a fresh, strategic perspective. 

Uniquely complex? 

At the heart of the session was the recognition that subsidence claims are often perceived as uniquely complex and protracted when compared to other perils such as escape of water, storm, or fire. The discussion interrogated whether that perception is justified – and, crucially, whether elements of the more agile decision-making models used in other claim types could be applied to subsidence without compromising technical integrity or customer outcomes. 

The panel opened with the key question: ‘How does the subsidence process compare to the other claims you deal with?’  

This immediately highlighted key differences – notably, the extended timescales and technical dependencies inherent in subsidence cases, which often require multiple stages of investigation and validation. But also highlighted that other perils are not immune to such a multi-faceted process. 

It was suggested that much of what is focused on – and for good reason – when it comes to subsidence is the 20%, rather than the 80% which in theory should and could flow seamlessly. 

Learnings from other sectors 

The conversation moved swiftly into an exploration of where efficiencies and proactive strategies from other sectors could be transferred. 

Communication emerged as a central theme. The panel discussed why subsidence claims are often perceived to involve more challenging communication cycles – with customers, contractors, and insurers alike.  

Jim emphasised that unlike fast-moving perils, the time lag between discovery and resolution in subsidence often leads to customer uncertainty and disengagement.  

The session explored whether structured, proactive communications – routinely applied in other claims areas – could be better leveraged in subsidence cases to manage expectations and improve satisfaction. 

Widening decision making 

One of the session’s most forward-looking questions addressed decision-making models: “In other perils we are widening decision-making. Can we follow this route with subsidence claims?” The consensus leaned toward cautious optimism.  

Mark outlined how triage techniques, data analytics, and better digital integration could indeed decentralise some early-stage decisions, particularly where patterns and risk profiles are consistent. However, the speakers also acknowledged the limits of automation and stressed the importance of retaining expert oversight in technical evaluations. 

The final segment of the session invited the panellists to reflect on the biggest lessons learned from managing other types of claims.  

Simon concluded with a call for adaptive thinking – urging the industry to “stop thinking of subsidence as an outlier” and instead bring it into the fold of broader claims strategies where lessons in process, technology, and customer care are abundant. He also repeatedly made a call for the need for more young people and skilled personnel for the future of the sector. 

Overall, the session urged the subsidence sector to look beyond its traditional boundaries, challenge long-standing assumptions, and adopt proven practices from the broader claims ecosystem. It stood out as one of the most strategically vital sessions of the day – encouraging innovation not through technology alone, but through mindset and model transformation. 

ILC’s Specialist Subsidence Conference 2025 was proudly Headline Sponsored by Innovation Group, and supported by Gold Sponsors: Geobear, Geosec Ground Engineering Ltd, SML Group Ltd, and Subsidence Ltd. Silver Sponsors included Leviat Ltd, Sedgwick, and Shire Structures Ltd.