I insured with you in 2021, renewed in 2022, then passed my test & sold my 125 bike. You quoted me £1200 on my new vehicle while Caroline Nash offered £190, so I went with them. So I had to cancel & you tried to charge me £135 - £56 cancel fee, £30 admin fee and £48 for 6 weeks cover on a £200 policy. I felt ripped off so I did the live chat again & complained. The girl cancelled the £55 fee which I was very happy about, leaving a more reasonable balance owed of £50. However the fact that you tried it on leaves a bad taste. The other issue is you are quite hard to contact - One Call & no phone number. The live chat service could be greatly improved with one simple change. Make an audible notification when your turn comes and an advisor comes online! Also perhaps each time they reply, so you are free to do other things in between, rather than staring at an inactive screen. I am satisfied that my complaint is resolved by the goodwill gesture, and the 2nd advisor I spoke to was great. But I would not be able to recommend your firm as it is, due to the "chancer" move of trying to charge me £86 in exit fees (plus £48 cover, double price), and the lack of ease of contacting you. I think it could be vastly improved by the suggestion above. Thanks for your time & for listening. Best wishes, Mr. S. Clements