I think the letters you send out to (new) customers are actually far too strong, the live chat has some helpful people on it but the online payment system through which I thought I'd paid last week does NOT work which makes things VERY frustrating when I am being told that my car insurance will be cancelled - through no fault of my own. I was initially away. I thought I'd paid last week but received a letter today to say that it hadn't gone through. I checked my emails and couldn't find anything from paypal as usual. I have used paypal for years and never had any issues with it. This morning having received another letter from you to say that the payment failed - I tried to pay - 3 times on paypal, once on my CC and once on one of my bank cards. NONE of which worked because the confirm tab at the bottom of the page did not click! I finally got it done via RC2 on the phone who was quick, efficient and friendly. Normally I do not use phones to call insurance companies because of the long wait time. I was told I was number 8 - so I wasn't too pleased about that, the call was however answered in a reasonable time.