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Leo was unhappy with his insurance policy but did not communicate with his insurance broker.

Communication breakdown

Pei-Ling made a claim to her insurer after her apartment was damaged by a water leak. The insurer’s assessor found some hidden gradual damage also, but Pei-Ling didn’t think this was accurate. The relationship broke down due to the disagreement, so Pei-Ling was unaware the insurer had recently offered to settle her claim in full.