I needed to make a change to my policy, so I used the online chat facility. I was told I needed to call, which I did. I was caller #15, whilst waiting (and waiting) a message repeated that I could do it online. So I tried, once again resorting to the chat facility. The same advisor entered communication with me. Not at all sympathetic about the time I’d been wasting and mixed message received and told me that I needed to ring. Told me there was nobody currently waiting. So I called. I was told I was caller#12! Hung on and eventually got what I needed done. Quite frustrated and cross with the experience.