A Spring Update from the Team
A Note from Tina Whelan – Director of Business Services
As we step into Spring (my favourite season), we’re excited to continue supporting you with practical, dependable solutions for your liability claims. We know the challenges you face—managing costs, avoiding financial leakage, maintaining accurate reserves, and navigating increasingly complex claims in a fast-moving environment.
Our approach is straightforward: early and proactive investigations, clear communication, and balanced, practical advice. We believe the best outcomes come from strong working relationships, open dialogue, and direct access to the experienced professionals (and, we have a very strong team) handling your files. From start to finish, our team is committed to providing a market leading service: our aim is to exceed your expectations.
Looking ahead, we remain focused on delivering consistency, accountability, and support at every stage of the claims process. If you have questions, would like to discuss any case (gratis), or simply want to reconnect, we encourage you to reach out to our team—we’re always happy to start the conversation. We look forward to working together and achieving successful outcomes.
Easter Message from Our Managerial Director – Kelly Gray
While Easter may not provide a complete break for many in our industry, it offers a valuable opportunity to reflect (eat chocolate) and recharge.
At MI Adjusting, we provide unwavering support to our Clients, ensuring that all claims are managed with precision and care. If you need assistance during the Easter period, we are just a call or email away.
With over 100 years of experience, here are a few reasons to choose us:
• Seasoned Experts: Our extensive experience with liability claims means you can rely on us for dependable advice and service.
• Quick and Efficient: We keep the process moving forward and provide clear updates to keep you informed.
• Personal Touch: Every claim is unique, and we tailor our approach to the specific and individual requirements of our Clients.
Whether you are taking a brief break over the Easter weekend or continuing your work, we wish you a peaceful and refreshing Easter break. If you need us, we are here for you. ……..Man
Our Board of Directors
MI Adjusting’s Board of Directors consists of highly experienced claims professionals with extensive industry expertise. Their knowledge drives our clear vision, decisive actions, and unwavering commitment to exceptional service delivery.
Claims Trends and Observations
In recent months, we have continued to manage a wide spectrum of liability claims, with a particular focus on road traffic accidents, employers’ and public liability, and product-related claims.
Across these areas, one theme remains constant: early investigation and clear, informed communication are critical. Liability is most effectively determined through careful analysis of facts — not assumptions — and early action often makes the difference between resolution and escalation.
Areas of Focus
In response to the claims trends we continue to observe, our focus remains on claim types where early, evidence-led investigation has the greatest impact on liability outcomes and cost control.
• Road Traffic Accident claims, including complex liability disputes, causation challenges, and early identification of fraud indicators
• Employers’ and Public Liability claims, with a strong emphasis on factual investigation, policy application, and proportionate early resolution
• Product Liability claims, where technical understanding and structured, evidence-based assessment are essential.
Across all areas, our approach remains pragmatic, proportionate, and aligned with client handling philosophies and governance requirements.
Early, Evidence-Based Assessment
Across these focus areas, early and evidence-based assessment remains central to our approach. By analysing circumstances, securing key documentation, and gathering critical evidence from the outset, we form a clear and balanced view on liability and reserving at an early stage.
This proactive approach helps prevent escalation, reduces uncertainty, and supports more predictable and defensible outcomes while effectively managing exposure and indemnity spend.
Our Team
The liability team at MI Adjusting comprises of experienced, seasoned adjusters who possess a comprehensive understanding of the needs and requirements of Insurers and Brokers. Our adjusters are readily accessible, responsive, and actively engaged in both the investigation and reporting process, ensuring clear communication and timely advice for claims handlers.
Clients can expect consistent points of contact and reporting that facilitates informed decision-making, meets audit requirements, and adheres to governance standards.
NEW FACES AT MI ADJUSTING
We’re delighted to welcome Kelly to the team. She brings over eight years’ experience in the UK insurance sector, with expertise across employers’, public and motor liability claims. A CILEX-qualified professional, Kelly has a strong background in end-to-end claims handling and complex investigations. She is also an accredited trainer and mentor, and we look forward to the positive impact she will have in supporting team development and best practice.
We’re pleased to welcome Valery, who joins us with a first-class Law degree and a strong foundation in legal analysis and liability assessment. She takes a structured and methodical approach to claims investigations and is skilled in working with a range of stakeholders to achieve clear, well-reasoned outcomes. We’re excited to have her expertise strengthening our liability team.
Luke Sankey – Senior Liability Adjuster
We’re very pleased to welcome Luke to the business. With over 20 years of experience in the insurance industry, including more than a decade as a Liability Adjuster, he brings a wealth of knowledge across liability and complex motor claims. Luke combines strong technical expertise with a proactive, client-focused approach, and we look forward to the experience and insight he adds to the team.
A note from Ray Phair – Managing Director
As the Managing Director, I am responsible for the overall operational delivery, technical standards, and claims governance across the UK. I assumed the role in 2024 and remain actively involved in complex field investigations, I continue to take a hands-on role in supporting our clients.
With over 20 years’ experience at MI Adjusting, I have investigated and overseen a wide range of motor, property damage, employers’ liability and public liability claims, including complex and high-value losses exceeding £1 million. My experience includes sensitive liability matters, technical investigations and cross-border assignments, including work in Ireland and beyond the EU.
Before entering the insurance sector, I held senior loss prevention roles with several leading UK retail organisations. This background provided a strong foundation in risk identification, incident management and loss control, which continues to influence how I approach investigations and decision-making today.
In addition to client work, I’m responsible for recruitment, training and the ongoing development of our adjusting team, supporting a structured, experienced and well-controlled nationwide field operation. My focus remains on maintaining high technical standards, consistent reporting quality, and defensible claims outcomes aligned with both client expectations and regulatory requirements.
Over the coming months, we look forward to introducing more of our team and sharing a little more about the people behind the files.
Looking Ahead
As the year progresses, we anticipate continued complexity across liability claims and an increased emphasis on early, collaborative handling. Our commitment remains to provide clear advice, practical solutions, and a consistent, reliable service to support effective claims outcomes.
Thank you for your continued trust and collaboration. As always, we remain available to discuss any matter or provide support as required.
Kind regards,
Tina and the MI Team