Extremely disappointed to have to wait 40plus minutes to get through to a customer service representative. I haven’t broken down for a very long time but I don’t think waiting that length of time is acceptable at all. When you break down the only life line you have is effective, helpful and efficient insurance. Unfortunately today I don’t feel that I have had that. Portal ok but I’m in an area with poor signal, pages were loading up, there was no acknowledgement to say that I’d request recovery or option for repair. I spoke to live chat which wasn’t loading properly when I got through it was a case of here is the number to call. The second person who came on the chat was slightly better. I had to wait 40plus minutes to get through to a customer services advisor and please don’t try and fob me off with covid!! I work for a global organisation and the customer service SLA is less than 5 minutes. Once I got through to a member of the team I feel there is less empathy and less care, it’s there job and my life situation that there supposed to be helping me with. I didn’t feel happy, I didn’t feel like they cared, I felt like they were just reading off a script “oh it’s another customer kind of attitude” Finally I have 3 children all under 13 years old. I was in a layby on a very busy A57 looking for some help and direction from the company that takes my money for a service and protect I don’t feel I have got. I am extremely disappointed.