When I was directed to go to the document vault to view my policy documents I found that the PIN I was given did not work. I tried to request a new PIN but was unable to as my mobile number wasn't recognised. In the end, to resolve this I contacted the help enquiries on-line but was told by the advisor that (Sheridan) that she could only discuss car insurance. She did however give me a number and email so that I could contact the Home Insurance team. I duly did this and explained my problem to the lady who answered and she was great. She helped me immediately and sent pdf versions of the documents straight away. She then asked me if I wished to add on the Emergency Cover to my policy as I had this last year - she explained the benefits and cost to my partner - we then agreed to the additional cover. I found her service and attitude to be excellent, both friendly and informative. Thank you to her.