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No, I think more along the lines of "I am sorry to tell you, but there appears to have been a mistake made. The wills were both signed by the wrong parties. We do have an insurance policy in place that will cover you if there is a loss caused by our negligence. I am not able to say whether or not that applies in this case.

You are now strongly advised to seek independent legal advice of your own. If you like, I will see if we can take steps to rectify the matter ourselves at our cost, because a recent court decision states that a mix-up in will signing can sometimes be disregarded.

But obviously there may be a conflict of interest here. It may be that the will signing issue was not caused by anything our firm did (I wouldn't know as I was not there when the signing took place). But if it was and if we were liable, you may have a claim against our insurance policy."