We have noted with interest the developments at Capita Insurance Services, which has closed 22 former McLarens Toplis offices (5 June, Insurance Times).

The pile it high and sell it cheap approach to loss adjusting is doomed to failure, leading to standards falling almost as quick as profit margins.

But it would be wrong to jump to the conclusion that the days of the skilled loss adjuster are numbered. Far from it, we recognised many years ago there is a role in the market for traditional loss adjusting practices.

But in order to compete they must have the experience and skills to carry out detailed investigations and adjustment of high value, complex liability claims.

It seems the larger players have abrogated their role as loss adjusters and have become claims handlers or service agents.

We are happy not to compete in that market and remain committed to a quality product with the "personal touch".

David Miles

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