The online chat operator was great but there was no need for me to use chat - I should have been able to do what I wanted using the customer portal. I was swapping my insurance to a new car. The portal is supposed to be able to deal with this. I could understand that the reg of a brand new car might not be on the database but the make and model of the car - widely available in the UK - was not on the list of options. OneCall says you're charged more if you use chat rather than portal so I wonder if I've been penalised for OneCall not updating their list of cars properly.