I have been frustrated with creating my online account which led me to having to call Castle to sort out. I uploaded proof of my NCB, but still got requests for the document. I email it across to Castle, but was sent further requests. I emailed it a third time before it was accepted. Then I wanted to make a small change on the policy. The website portal is very difficult to understand and despite Castle trying to explain where edit button was, when I showed them screenshots of what I was seeing they conceded that it was not there! They then asked me to call the Portal Helpdesk so that they could assist. I still was not shown where the edit button was, but the gentleman I spoke to did change my details himself. I think everything is sorted out now, although the insurance has not actually started yet! I was very closing to cancelling. A frustrating experience - I hope I don't have a claim! Regards, Jacki Lester.