I took out car insurance in July 2022. I needed to access my account as I am changing vehicle next week, 12 Ocober and wanted to get new quote for comparison purposes. Having entered my signing in details, it came up "Policy currently in the process of being set up ... you are not insured until documents appear here"! so could not access any information. However, payments have been taken from my bank account. The "Chat to Agent" symbol was nowhere to be seen so I spent over an hour trying to find a way to speak to someone. In desperation I decided to go to "Make a complaint" and eventually had a live chat with Jason F (JF1) who was extremely helpful. To remedy the problem of not having access to my portal Jason got me to change my login details using my mobile phone. Just looking on this page at the review ratings, it comes up with 4.4 under the heading of Customer Service, including telephone, live chat and email. Telephone? Email? - nowhere could I find a phone number except a claims line and nowhere could I find an email address. So very unsatisfactory. I am 73 years of age and found this experience very stressful. I am seriously thinking of cancelling the policy but Jason has quoted me £68 to do so which I find excessive. I also note that under the heading Cancellations & Refunds, the process is marked as "difficult".