Sitting with Sue - insurance questions answered

Are you preparing to take the CILA Certificate CH2 Claims Handling exam? Wondering what’s inside the coursebook, what topics are covered, and whether there’s a more flexible way to study?

Let me help you get started on the right foot.

👋 I’m Sue Taylor, long-standing CILA member, insurance trainer, and author of many well-known insurance texts. I've contributed to much of the new CILA exam material—though don’t worry, I don’t have access to the actual exam questions… so no need to kidnap me! 😄

What's Covered in the CH2 Coursebook?

The official CH2 study material from CILA is split into 12 chapters, taking you step-by-step through:

✅ The construction of an insurance policy
✅ Policy conditions and warranties
✅ In-depth review of common perils
✅ Claims validation and negotiation
✅ The duty of reasonable care (Chapter 6)
✅ Mitigation of loss
✅ Gradually operating causes (and their exclusions)
✅ Underinsurance
✅ Repudiations
✅ Fraud detection and prevention
✅ Financial crime

📘 Pro Tip: Start with the coursebook. The multiple-choice exam questions are based directly on its content.
🎯 Also, be sure to download the CILA Syllabus and Assessment Criteria from their website—this will help you stay focused.

Struggling to Find Study Time?

If you’re juggling work, commuting, visiting clients, looking after kids—or you just don’t absorb information well from reading alone—don’t worry. You’re not alone.

That’s why I created the CH2 Self-Learning Videocast Revision Course.

🎧 Learn on the go with audio lessons
📝 Visual learners can use summary slides
🐻 And yes—there’s even a bear called Ted who pops in to ask clarifying questions to keep things engaging!

Visit my website at www.suetaylor.co.uk

Join Sue Taylor in the Sitting With Sue Insurance Questions Answered podcast as she provides a brief overview of the CILA Certificate CH1 coursebook. Sue, a seasoned author and contributor to CILA exam materials, breaks down the 14 chapters that cover essential topics including risk principles, legal aspects, insurance principles, customer service, and regulatory considerations. She also introduces her CH1 self-learning revision course designed to help busy professionals prepare for their exams using audio materials, summary slides, and more. Visit her website for additional resources and best of luck with your exam.

00:00 Introduction to CILA Certificate CH1 Course

00:35 Overview of Study Material

01:35 Exam Preparation Tips

01:54 CH1 Self Learning Revision Course

02:20 Additional Resources and Conclusion

Visit my website at www.suetaylor.co.uk

In this episode Sue outlines the four levels of the qualification process, detailing what each level entails and the progression path from Certificate to Chartered Status. She emphasises the benefits of these qualifications, including how they signal professionalize and enhance career opportunities, whilst providing insights about the exam formats, recommended resources and the practical application of knowledge in preparing for the qualifications. She highlights available support including her own training courses and podcasts.

Visit my website at www.suetaylor.co.uk

The Impact of Mentorship Inside and Outside Organizations

In this second session with Luke Brannigan and Steven Helman, the discussion revolves around the advantages and challenges of internal vs. external mentoring. They, share their insights on the broader impact of mentoring beyond organizational boundaries, highlighting the benefits of diverse perspectives and the need for proper implementation. They debate how professional bodies can facilitate mentoring and evaluate its return on investment. Additionally, they discuss the effects of mentoring on talent retention and development, emphasizing that employee growth should be a strategic objective to attract and retain top talent. They conclude with reflections on how organizations can make themselves attractive to potential employees beyond just monetary incentives.

Visit my website at www.suetaylor.co.uk

In this episode of Sitting With Sue Insurance Questions Answered, host Sue Taylor interviews Thom Lumley, a partner at RPC specializing in UK casualty bodily injury claims. They discuss the personal injury discount rate, a metric used to calculate compensation for major injury claims. The rate, set by the Lord Chancellor and influenced by actuarial tables like the Ogden tables, aims to balance the risk of over or under compensation of claimants. Thom highlights the recent change in the discount rate to 0.5% as of January 11th and its implications for compensators, including potential adjustments in premiums and increased use of periodical payment orders (PPOs). They also touch on the broader impact of world events on the UK insurance industry.

Visit my website at www.suetaylor.co.uk

Ellie Smith from Channel Island Adjusters Limited shares her journey of transitioning from cabin crew to a successful loss adjuster, passing the CII and CILA certificate exams with the support of her mentor, Josh. Ellie discusses the importance of mentorship, describes how to play case law snap, the practical application of theory, and the need for practice exam papers. She emphasizes the crucial role of a supportive team and structured yet adaptable study plans in achieving exam success. 

Visit my website at www.suetaylor.co.uk

Building Your Career with Confidence
Ever wondered how professional qualifications can transform your career? 
Tune into my latest podcast episode where I chat with Chris Boggis and Ashley Martin from Woodgate & Clark. We discuss the significance of exams, the doors they open and practical tips for balancing study with a busy work life. Learn how investing in yourself can pave the way for new opportunities and industry respect.

Visit my website at www.suetaylor.co.uk

In this episode, host Sue Taylor discusses the complexities of mentoring within the insurance industry with guests Stephen Helman from Exchange Street and Luke Brannigan from Crawford and Company. The conversation delves into the importance of having clear objectives for mentoring programs. They examine the strategic and cultural elements necessary for effective mentoring, including the need for a whole-firm focus and the role of HR. The discussion also covers the challenges of balancing mentoring with operational demands, the impact of organizational culture, and the evolution of talent management. The episode concludes with thoughts on whether mentoring should be internal, external, or a combination of both. Part two will further explore these themes.

Visit my website at www.suetaylor.co.uk

Major Fires disproportionately occur on weekends or Friday afternoons, creating distinctive challenges for all.

In this episode of the 'Sitting With Sue' podcast, host Sue Taylor talks with John Armstrong. They discuss the crucial role of brokers and adjusters in the claim process, particularly in fire claims, and how commercial sensitivities influence media exposure after such events. John shares valuable insights into the initial actions taken when a fire claim is received, the importance of early coordination, and how to handle the complexities of business interruption. The episode also touches on the importance of long-term collaboration with policyholders and concludes with notable experiences and practical advice for both adjusters and policyholders.

Visit my website at www.suetaylor.co.uk

Ever wondered how mentorship can shape a career? Steven Helman and Sue Taylor share their personal experiences exploring the benefits of mentoring from a mentee perspective from confidence building to improving skills and improved job satisfaction.

Visit my website at www.suetaylor.co.uk