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A life of luxury

I have no experience of the length of time it takes to get through to lenders on the phone as Ian McKenzie, (Money Marketing, December 9).

However, five minutes is a luxury compared with life insurance offices. Scottish Widows recently asked me how can we possibly justify using Standard Life given their staff to client ratio.

I cannot remember the exact figures but apparently the ratio is close to 1:1 compared with Widows at 1:10,000 or thereabouts. This is a reason to use Scottish Widows.

Phone Standard Life and after two rings it is answered by a human being, the information requested is either sent by email immediately or in the post that night.

Scottish Widows will regularly take six weeks to furnish the requested information but they hold the record for the phone to be answered at 47 minutes.

Tom EvansDirectorDavid Kneale Financial ManagementLancaster

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