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.
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