Sorry to hear how this great industry has fallen at the first hurdle ("Out of hours - out of mind", 2 September, Insurance Times).

In contrast, the service provided by us, a relatively small commercial broker in Lancaster, was, in the words of the client, "absolutely brilliant".

After fire gutted part of the client's building, a member of our staff attended within 30 minutes of the first phone call. He appointed a loss adjuster who immediately arranged for a clean-up team the same afternoon.

The loss adjuster called on the client on the Monday morning and agreed all the work needed. The claim was met in full.

Duncan Woodcock
Managing director
Reid Hamilton

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