I note the Hong Kong Federation of Insurers has claimed (Business Post, June 18) it is providing a telephone hotline service for policyholders beginning next month.

The federation's chairman, Frank Chan Yun-lam, had the hide to say the hotline would be a recorded message.

Sir, this is not a hotline. It is a cold line. One of the most annoying things in modern business practice the world over is the advertising of so-called 'hotlines' which are not. To me, a hotline is a number you call to get instant service from a fellow human being.