Nothing went wrong, but the whole structure you have is badly designed. Live chat took longer than the call waiting despite indicating it is quicker. Live chat is never effective anyway. The lack of an email address to send data rather than having to use an upload portal is crazy. The rejection of my noclaims proof on the lack of logo on a pdf highlighted how your system will work but not for anything beyond the narrow and normal responses. Distinct lack of decent UX investment. Also, I’m trying to access the portal and I’m having to reset the password and the related email to enable this is taking ages.