Backchat often hears of brokers complaining about insurer service standards, but one insurer's claims helpline takes the biscuit.

A broker called to find out why there had been no response to a policyholder's query.

He was told that, despite having all the policyholder's information, the insurer had been unable to make contact because there was no dialling code on the phone number and they had no phone directories. Backchat wonders if they have ever heard of directory inquiries.