I've just received a curious email from Mark Wilson, the MD of Heritage. It starts off:
"Hi Ian,
It was about a year ago since parting ways and looking back we appreciate that may have been because our service levels were well below par. We know this because over the last year, we have asked a lot of customers, both current and former, what we were getting wrong and with their help we have set about putting things right."
It goes on to detail the improvements they have made in the last year and inviting me to try them again for a quote.
Refreshingly frank I thought, but a little confusing because I hadn't "parted ways" - Heritage is my current insurer. This email came a day after my renewal quote.
Has anyone else had this? I've been with them a couple of years and can't say I've had a problem, but ironically this email has made me think again about renewing.
~iw
