Poor communication & frustrating not being able to speak to someone. I had accidentally cancelled the direct debit. When I realised, I went online and paid the policy premiums for the remainder of the year in full. They forgot to include the missed direct debit, so then I received another letter saying the policy would be cancelled, but no explanation. Took 1hr 40 min online chat to work out that even though I had paid nearly £300 on line, the missing direct debit payment meant that they were going to cancel my policy! It isn't difficult to be able to communicate clearly with customers and in an area of financial services, they should be doing better!! I will be leaving at the end of the year when the policy is due for renewal.