I read with interest D Budge's 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These longer-standing customers are usually dealt with by out-of-date systems (sometimes paper-based) in departments with up to 50 working-day turnround times and a couldn't-care-less attitude.
JFW Robinson & Co
New Oxford Street