Customers expecting a letter from Norwich Union's (NU), fraud team may think it was stuck in the Christmas post backlog.

But it seems, according to sources, that the investigators have been told "from the highest level" that all post from staff must be sent second class.

"This means that posted instructions and reports to and from NU's home-based investigators will be sent second class," said the source.

So, Backchat presumes that the industry will not see in 2004 the advertising slogan: NU - a first class service.