We thank you for your review and appreciate the time you have taken to do this for us. We agree that our service to you fell short of our high standards and would like to explain what happened. The insurers changed their terms at renewal without advising us and we didn't spot this when we sent out your papers. We were pleased that you did report the problem to us, and not just renew elsewhere. This helps us with dealing with renewals for other clients - and yes, we have expressed our displeasure to the insurers! The result was that a lot of work and form filling was required in a very short amount of time and this doesn't necessarily look good from our client’s viewpoint. However, the end result was very positive and we found an alternative insurer at a lower quotation than last year - and we waived our usual fee as we appreciated the help that you gave us. We hope that you were pleased with paying a cheaper premium this year and will continue to insure with us in future years.
Ray Colenutt - Managing Director
