On my initial call, I was provided with a quote and wanted to go away and consider it... when I called back to go ahead with the policy, nobody else would deal with it and they kept wanting to pass me back to the person I spoke with initially. Because she was on the phone, I was advised she would call me back within 10 minutes. After waiting a couple of hours, I called back and then could not get through due to the high volumes of calls they were experiencing. A further hour later I called again and got passed on again to the person I dealt with initially - I was finally able to take out the policy, but spent most of the day on this, far longer than it should have taken. Another reason for two starts, is that when I declined to upgrade any of the elements of my policy, I was asked to explain why ? Saying no thank you should be sufficient and I should not have to justify myself as to why I have declined. Other people may feel intimidated by this and I did not like the pushy sales technique!