From navigating surge and cashflow pressures to unlocking the practical impact of AI and nurturing younger and more diverse talent, the property claims ecosystem is at a crossroads.
Ahead of the Cotality INTRConnect Europe 2026 conference, we sat down with Adrian Jolly, Executive Chair of the British Damage Management Association (BDMA), to get a candid view of the realities on the ground - and why it’s never been more important for the property insurance ecosystem to collaborate and connect.
Adrian, looking at the damage management and restoration sector right now, what are the most pressing operational realities keeping contractors, damage management businesses, and insurers up at night?
If you talk to anyone on the ground right now, the immediate headlines are cashflow, fair rates, and commercial viability.
We’ve seen cost increases across materials, equipment, fuel, and skilled labour, and it feels like those increases keep accelerating.
And while digital workflows have sped up communication in some cases, the commercial models in use across our industry often haven’t kept up.
Many of the specialist contractors and damage management businesses across our membership face delayed payment cycles and squeezed margins. It’s something that I’ve faced in my own restoration business, too.
These delays directly impact business viability in a time when the industry has never been so volatile. It makes running a business feel more precarious than it really should be.
We urgently need to strip away unnecessary administrative friction between insurers and supply chain partners. When we ensure fair rates and predictable, prompt cashflow, we create a much more resilient supply chain that benefits everyone - especially the policyholder.
A major challenge is balancing "Business as Usual" (BAU) operations with sudden surges. How should the claims community rethink surge resilience?
The increasing number of severe weather events means that surge is becoming more frequent and more complex.
The danger is in attempting to handle major surge events using a standard BAU operating framework. When a storm, flood, or freeze hits, contractor capacity is stretched to maximum within 48 hours. If insurers expect supply chains to scale exponentially without pre-agreed surge protocols, realistic SLAs, and rapid triage mechanisms, then the result is likely to be a bottleneck in the process.
True resilience requires proactive surge planning: pre-agreed rate structures, shared scoping protocols, and streamlined claims authorisation so contractors can deploy boots on the ground immediately where they are needed most.
Another area you talk about frequently is the talent pipeline. How do we attract and retain the next generation in damage management?
It is absolutely vital. Damage management is a highly skilled, technical discipline combining environmental science, advanced diagnostic technology, building construction, and human empathy, but our industry hasn't always had the profile among school leavers and graduates that it deserves.
We need clear professional pathways, modern apprenticeships, and recognised accreditation. When young people see that this industry embraces advanced technology, sustainable restoration techniques, and offers a long-term, rewarding career, they are eager to join.
The BDMA is committed to setting high educational standards and making this profession an attractive, future-proof career choice.
Everyone is talking about Artificial Intelligence. Where do you see AI making a tangible impact versus just being hype?
AI holds huge potential, provided we use it to augment human expertise rather than replace it.
Where AI delivers immediate value is in removing administrative drag: automating reporting, categorising site photos, triaging damage quickly, and speeding up approvals.
That frees up certified technicians to really use their expertise. They can make nuanced, on-site judgements, properly assess situations, and provide empathetic support to policyholders experiencing distressing losses.
Technology like AI shouldn’t replace humans. It should empower technicians to spend more time doing their best work, and less time filling out paperwork.
The BDMA has signed up as the Headline Sponsor for Cotality INTRConnect Europe 2026. Why was this the right moment to take on that leading role?
It felt like a completely natural step for the BDMA. The issues we’re seeing across the property insurance ecosystem can’t be solved without communication and collaboration, and that’s exactly what Cotality INTRConnect Europe 2026 is designed to deliver.
The event will bring together key stakeholders from across the property and damage management industries, from insurers and adjusters to contractors and technology innovators. We’re going to be attending, and we’re inviting representatives from our membership to join us on our stand too.
As headline sponsor, our goal is to ensure the voice of professional practitioners is central to the conversation when defining how property claims evolve. We're there to collaborate, share practical insights, and build stronger partnerships across the entire claims chain.
🚀 Join Us at Cotality INTRConnect Europe 2026
The property insurance and damage management landscape is evolving rapidly, and the discussions taking place at Cotality INTRConnect Europe 2026 will set the standard for how the industry handles climate volatility, operational friction, and technological innovation.
Whether you are an insurer looking to build robust surge resilience, a supply chain leader streamlining claims delivery, or a restoration practitioner dedicated to elevating professional standards, this is your opportunity to connect, collaborate, and drive the industry forward.
👉 Secure your pass: Register for INTRConnect Europe 2026
👉 Learn more about our headline sponsor: Visit the BDMA
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