The industry's empty promises

The other day I happened to catch the TV advertisement that marks the 25th anniversary of Virgin Atlantic. It made me realise the significance of the launch of Virgin Atlantic on the airline industry and how that industry has changed compared with 30 years ago.

The advert also started me thinking about the insurance industry and why it has such a terrible reputation for service. When you go to the pub, or when at a dinner party I'm sure you've faced the same complaints about insurers trying not

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