Insuring my previous car last December with One Call was straightforward. Unfortunately I changed cars from a 2005 Jazz to a 2018 Jazz after 6 weeks and the extra charge seemed excessive. All I wanted to know was whether this was the premium for the new car plus mid-term adjustment fee, and confirmation that One Call did not offer a refund after a very short period of insurance on my previous car (as some insurers do). Online chat couldn't answer, suggested I register a complaint (by post) even if it was just a query about the current premium for a 2018 Jazz. Complaints said I had to ask Online chat. (Pointless). The answer to a second letter to Complaints told me again what the penalty for a MTA was, and that I shouldn't bother going to the Ombudsman (which I'd never suggested). I still don't have the simple information I asked for - whether One Call offered refunds or not, as this is not clear from the documentation.