So you are sorry to see bad press but not really that sorry that one of your valued(or probably not in this case by the sound of it) has been grossly inconvinenced and abandonded at the side of the road with no cover.
So you managed to sell recovery on the first policy but then Sky decided that on renewal that he probably didnt need it anymore. I am sure wben you decided this that you did not make it glaringly obvious and I am damn sure the renewal was no cheaper(I would ccheck this Mike to see if I am right)