PROBLEM: Multiple sources of communication with no apparent internal communication (between your team). Standard documents circulated without any reference to client's existing situation. Over the years I have used you as agents I have become increasingly frustrated by having to repeat my 'story' to every new contact (more than 5 different people last year). If there are file notes nobody seemed to read them before contacting me. Once my file was taken over by one individual (Jimmy Khing), who handled my case exclusively, the service was excellent and the problem your organisation initiated, by cancelling my policy with three months to run, was resolved (hopefully satisfactorily). I suggest this approach be considered throughout your organisation.