We thank you for the time you have taken with the feedback and apologise for the poor service that you received. I have looked into this and advise that the insurer we placed your business with insists upon sending the documents direct to our customer. This normally works without issue but, unknown to us, they had run into problems with this system. Had we known about the problems, we could have warned you to expect a delay. You contacted us to advise that the documents had not been sent and we contacted the insurers who assured us that they would be sent to you urgently, but again, they were not! I am advised that you now have them and can only apologise again for the inexcusable poor service. We have passed on your complaint to the insurers and I have asked my staff to now contact our client when we use this insurer to check that the papers have actually been received.
