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Customer neglect

I read with interest D Budge&#39s open letter to Legal & General last week. He has hit the nail on the head although sadly the situation is by no means confined to Legal & General.

Most of the large insurers are only too happy to put vast resources into new business generation but neglect the customers that have saved with them for decades.

These longer-standing customers are usually dealt with by out-of-date systems (sometimes paper-based) in departments with up to 50 working-day turnround times and a couldn&#39t-care-less attitude.

David Hopkinson

JFW Robinson & Co

New Oxford Street



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