The difficulty I have had over verifying my NCD from my previous insurer was compounded by lack of feedback via email or phone call. Having provided documentation from my previous insurers renewal notice which clearly stated my entitlement I was unaware that the document did not meet your requirements. Thankfully, I was able to get a statement from my previous insurers regarding my NCD, but only after I discovered that an additional premium had been withdrawn from my bank account. I would have expected notification of such action and acknowledgment of the transfer. I was grateful that it has now been sorted out, but feel that a simple email would have been the courteous thing to do, to let me know the NCD premium had been refunded. Thanks to a phone call I made ja9 was able to confirm the refund this evening. Please could you look at your procedures and see if there is any way you could be more pro-active in corresponding with clients, we're not all happy with the interactive approach you take on the web.