My review is based on the initial set up of my policy and does not cover any claims process as I have only had the policy for a couple of weeks. I received the documentation for my policy via email and could also view documentation via an online portal which appeared quite efficient. I was asked to provide copies of my and my wife's driving licences as she is a named driver on the policy together with check codes for the driving licences and also proof of no claims discount. I sent the required documents to Autonet's designated email address on the same day as I received the request. In the interim I needed to change the registration number on the policy as I had a personalised number that I wanted to use. I arranged this by an online chat with a customer service representative which again was quite efficient. I subsequently received a text informing me that I hadn't sent the documentation they had requested and my insurance would be cancelled at a future date if I didn't provide it. Again I had an online chat with a customer service rep and advised her I had in fact sent the documents and gave her the email address I had sent it to. She was then able to find my email after a while but informed me that my wife's driving licence check code didn't work and I hadn't provided proof of no claims discount (NCD). I informed her the NCD document was definitely on that same email. She then confirmed that the NCD document had been received but they needed a new check code for my wife's driving licence. I took the liberty of testing the check code afterwards that I had sent originally and it worked perfectly! Anyway, I obtained a new check code and sent it off with a request that they let me know everything was OK with it. As I hadn't heard anything after a few days I had a further online chat with a customer service rep to check that everything was in order. After answering the normal security questions and advising the reason for my contact the lady told me she noted I wasn't the policyholder and did I have their permission to act. I advised her I was indeed the policyholder after which she apologised and advised me that she was on another chat at the same time! She seemed to be struggling with my chat so probably not a good idea to try to multitask! She said she could see I needed to send a new check code for my wife's licence. Again, I advised her that this had been sent and gave her the email address I had been requested to send it to which allowed her to eventually find it, So I would say it was a poor experience to have sent documentation as and when requested on two occasions only for it to seem to disappear into a black hole both times and only retrieved once I had advised them of the email addresses I had sent it to. Not a great customer experience in my view. Hopefully, I never have to make a claim as I dread to think what will happen with all the documentation that would entail!