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A series of 
unfortunate 
RTA-induced events

Richard Barr laments the poor customer service offered by insurers, especially when they are regulated by the SRA

19 January 2016

It was to be a trip of a lifetime. My stepdaughter became disabled a quarter of a century ago through the appalling negligence of a local hospital. Over the years she has made remarkable advances but still lacks many things in life that others take for granted.

We had planned a surprise journey to Australia for her to visit her elder sister, and we invented a far-fetched story about having to drop off some suitcases for a friend who was passing through Heathrow.
My stepdaughter, unerringly kind, was happy to come along for what she was told would be the six-hour round trip.

We met the usual congestion as we neared the airport, including a distracted lorry driver drifting from one lane to another. My wife was driving and decided it would be safer to get ahead of him in case he caused an accident.

A few miles later the traffic came to a halt on the M4; we ...

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