My agent was NC4. Started call in a very abrupt way which put me on the back foot a bit. The process got better but she was going through the details very quickly which made it difficult to follow in parts - had to get her to stop and ask for clarifications a number of times. Some surprises with extra costs around the breakdown & courtesy car covers which was difficult to follow. I found there was assumed IT ability, eg 'just upload your documents to the website', that may be off-putting for some & made me think twice. Didn't like the tone or speed of the recorded message at the end of the call. Overall I was happy as the cost was a lot better than my existing renewal but I must admit I'm slightly concerned what the customer service will be like if I ever have to claim.