It's difficult to get through on the phone and you are encouraged to use live chat. However, you often have to wait to get online with live chat and when you do it seems to take an age!! I wanted to inform them about changing my car and it took over 50 mins on live chat and was asked some questions more than once. By the end of the live chat I was told they couldn't help me and to phone instead. I then spent over 30 mins on the phone and still had to phone again. Despite tell the company 3 times what model car I was changing to, they still got it wrong and quoted me for a lower model at a cheaper price. This resulted in yet another phone call to make sure I was being insured for the right car and right model. And what makes it even worse was that for this very lengthy, appalling service I was charged £40 admin fee for changing my car. It really should be much simpler, quicker and cheaper to make what is quite a simple change of vehicle.