“Dear All, I just received a call from (their customer's name) regarding the response we sent to his wife.

He was very happy that his concerns had been acknowledged as valid and reasonable by the response, and said he felt much better after the conversation.

He added that he had been considering not renewing his policy before this, but was much more confident now. I have fed the outcome of the conversation back to the insurers who are responding from a policy cover point of view.

So all the time we spend investigating complaints, putting in countermeasures and drafting responses does make a difference!

Thanks all”