The assistants on the live chat are very helpful. Today KV2 was able to answer all my questions and hopefully my current issues will be resolved. However you cannot speak to any advisors, this is the only option for assistance it is not easy to find. There is always a queue which means you have to allow time when you can wait for a chat conversation so always allow 30 mins to an hour for any queries. Twice now after I signed up I have received emails saying that my policy is being cancelled and there would be cancellation fees and in both cases it was an error so I am not over pleased so far with the experience. Oh and they don't honor the 14 day cool off period with no fees for cancellation. There is a £50 charge for cancellation within the first 14 days.