I was changing my car to a Transit Custom “van” which meant I couldn’t transfer the policy over on line and couldn’t get help via the online chat service. I requested a call back and waited from 0930 until 1700 that day without joy. Buying the van the next day , I tried the process again the following morning. It took until 1200 to finally get someone to speak to me. I put everything in place to transfer over on buying the van and was told to call back later. I was told you were open until 1600. At 1515 I called to change the insurance over and was on hold for 48 mins. Thankfully the person I had spoken to earlier in the day gave great service and stayed on the call after 1600 and sorted everything out. If it wasn’t for him I was about to go elsewhere. Your processes need to be more personable and easier to contact an actual person. I won’t be renewing with you next time.