I recently bought car insurance and had some live web chat communications after an unnecessary problem. I'm appalled by the shambolic service: for several days the company wasted valuable time and tested my patience by wrongly rejecting my legitimate proof of existing no claims bonus, stating that it did not comply with their requirements despite it strictly satisfying each of their stated criteria! They eventually relented and accepted the uploaded document, presumably after the appropriate parties there had actually read what I'd uploaded. OneProtect's policy of supporting communication with them only by webchat (except for claims), must reduce costs and premiums, but it's infuriatingly awkward and it takes ages to get through anyway. It would be much better to simply speak to the person (?) on the phone. OneProtect use TrustPilot not so much for reviewing the company itself, but to rate their individual web chat staff because they explicitly ask customers to identify whoever took their calls after each webchat and provide the link to TrustPilot. It seems completely innappropriate for OneProtect to be exploiting TrustPilot to subject their webchat staff to the ire of disgruntled customers that have had to get in touch about problems caused by OneProtect's practices, policies or whatever. I really don't want to buy from this company next year.