Hi Ben, I went to the travel insurance company's office this morning and spoke to them about your skiing accident. I told them that you 1 (still/wait) to hear from them, and they admitted that they 2 (lose) your claim form. They said that they 3 (send) you another one. I pointed out that you 4 (not want) to try and phone them again because you 5 (already/spend) a lot of money on calls that were never answered. They explained that they 6 (have) problems answering calls last week and that they 7 (not/can) call you because they didn't have the form with your phone number. They promised that they 8 (pay) for the cost of your calls. The woman I spoke to added that she 9 (be) very sorry about all this, and said that she 10 (want) to offer you £100 extra when the claim is finally paid. Love, Helen.

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