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I agree that trained claims handlers have an extremely important role to play in the battle against fraud. However, it is widely evidenced and acknowledged that the single most accurate indicator of fraudulent claims activity is previous fraudulent conduct. Using conversation management techniques to ‘skilfully encourage potential opportunist fraudsters to walk away’ means that the industry as a whole has no record of the potential attempt to commit claims fraud and leaves other insurers exposed to the risk. Indeed allowing the ‘walkaway approach’ perpetuates the fraud culture, rather than stopping it. The context of this comment seems out of line with the changing approach of insurers to identifying fraudsters and placing them on collaborative registers such as the IFR.