We were new customers for buildings insurance and the pre-sales communication was good. All details were obtained and some advice given as to what was needed in regards to legal requirements. The initial cost of the insurance was settled and paid for by us when it was found that we had been over charged. Not quite sure how this happened but the good news was that Henshall's did advise us of this overpayment and we had to be refunded an overpayment of £200. After sales not quite as good as the pre-sale service. E-mails dropped into the abyss I had to make 2 phone calls over 10 days to chase the refund.