The online chat system is so laborious and there is absolutely NO other way to communicate with them. The representatives have no power to amend or do anything more than just minor admin tasks and adhere strictly to a pre planned script. Security consists of showing you your email and tel number and asking whether it’s correct :/. The central databases are not up to date so when a claim I made showed as NOT closed but my previous insures showed as closed this caused major problems and cost me 4 hours of my time. All they had to do was make a call to my insurer but I was advised they had no way of making external calls?!