Occasionally a customer writes to ask why our letters are so soothing. We are happy to explain. Our correspondence is reviewed by a panel of three, led by our Customer Comfort Officer, Biscotti, who is trained to remove any phrase that might alarm. Words such as “fire,” “flood” and “claim” are replaced, where possible, with “warmth,” “water” and “moment.”
Please be assured that the substance of our policies has not changed. You are still covered for what is covered, and not for what is not, and the difference remains explained on page 31. We simply say it more gently. If any letter has caused you worry, please let us know. We will reply with a very nice letter, and a very small asterisk.
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