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What an interesting letter from Paul Smith, who wonders if fellow IFAs can reassure him that his experience of getting policy information from Legal & General is not typical of the way that other providers in this industry operate (Money Marketing, February 12).

I am sorry to tell him that it is absolutely typical and he will find very little efficiency. He will find long call queues, indecipherable electronic messages on call-queuing systems and staff who are unfriendly, unhelpful and unclued up.

There are a few exceptions at the moment. These are Standard Life in almost everything, Skandia in most things and, oddly enough, the annuity department of Legal & General, GE Life and Prudential.

This is not a comprehensive list and there are other people, such as Liverpool Victoria,who can get their act together and even Canada Life.

Most of the rest are gruesome and Mr Smith may start getting depressed.

BGW Jamieson Principal, Jamieson Financial Management, Bognor Regis, West Sussex

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