Throwback Thursday: Writing gaffs; Don’t ring us

18 February 1971: Move to improve business communication

In a world without Microsoft Word, let alone ChatGPT to polish your wordplay, Post revealed growing concerns about the number of insurance company general managers whose business communications “incense clients and lose business.”

The solution? A management and training consultancy was running courses to deal with the pitfalls of insurance business communications.

“However hard we try to be objective it is all too easy to develop a cosy routine with business communications,” Post’s reporter writes. “The result is often uninspiring to say the least.”

What would Post’s 1971 reporter make of today’s colour coded key features documents? It would blow their minds.

Don’t ring us

The adverts in past editions of Post often reflect a culture that would concern the regulator and customers in 2026, but today’s editorial team reckons a commercial from the Industrial Life Offices Association would have today’s Financial Conduct Authority purring contentedly.

“We’re different from most insurers. We look after our policyholders in their homes. That means we get to know them and their problems, personally,” the advert stated.

“Whenever a policyholder makes a claim he’s dealing with a friend who will come straight round to help fill in the claim form. And come back quickly with the money.”

Ignoring the fact the policyholder can only be a “he” – it is 1971 after all – I think this is the most Consumer Duty-compliant approach taken by an insurer that has ever been put in writing. Today’s insurers should take note.