I had a query to find out if I would be able to make a claim on house contents insurance for my fitted oven which was smashed by a step ladder being knocked over onto it whilst decoration the kitchen. I phoned on Saturday and was told no one could answer my query. I phoned again on Thursday because I had not heard to be told there was a backlog and I would most probably not be contacted until the following Monday. This was a simple query to see if I was covered and to ascertain the cost of replacement. We cannot use the oven but, luckily we have installed a temporary cooker to use. If this was not the case we would have to use the hob and a microwave. Passable but not ideal. This time frame is at odds with the advertised quick response.