I tried to change my motorcycle insurance to a new vehicle. This was attempted by the portal. It told me I needed to contact one call using the chat service. When I tried this on my computer the chat service pop-up had a star shape where each point would highlight in turn. I left this running whilst I looked for a phone number. The only number I could find was for claims and they could not help me or give me an alternative number. I then tried the chat service on my phone. It worked but I was 80th in the queue. Half an hour later I was chatting (more like texting) with someone who tried to do the "change of vehicle" and said that the company wasn't providing cover. I started to panic. Was the bike I had just bought a write off, stolen or have finance outstanding? They couldn't give me an answer why it was declined. They did however give me a phone number for sales. I rang the number and was told to press 1 for a callback or keep holding. I pressed 1 then waited. Eventually, a callback came. I still got no explanation why my "change of vehicle" wasn't accepted, but they managed to get me a new policy with a different insurer. So, if you want to get a better rating from me in future. 1. Tell me the reason for being declined on your portal. 2. If the only way I'm supposed to contact you is by the chat service, make sure it works. 3. Try supplying a telephone number as it is much easier to sort problems out by speaking rather than typing. 4. Employ more staff for both the chat service and answering the telephone so I don't have to wait for ages to get a response. My thanks go to MK5 for eventually getting me the insurance cover I needed and being polite when I was getting to the stage where I wasn't. The rating in no way reflects on her actions! I communicated by live chat and telephone.