Thank you for taking the time to share your feedback, and we are genuinely sorry to hear that your recent experience did not meet the high standards you have come to expect from us over the years.
We truly value the trust you have placed in us over the past 25 years and greatly appreciate your loyalty. Your renewal was a priority for us from the outset, and we sent your renewal documents three weeks ahead of the deadline. We understand as the renewal date approached, a number of changes and clarifications were needed, and we worked to process these with the insurer as quickly as possible. As an insurance broker, we are often reliant on the response times of the insurers we liaise with, which can sometimes cause delays outside of our direct control. That said, we completely understand how frustrating this must have felt from your perspective, especially close to your renewal date.
Your feedback has been shared with our team so we can review our communication processes and ensure we provide clearer updates throughout. We would very much like the opportunity to regain your confidence and demonstrate the level of service you have previously experienced with us.
Thank you again for your comments and for your many years of business with us.
