Had a long stroll around the houses with customer services chat line. They needed me to get a code from DVLA as I’ve recently moved and was in the process of organising change of address with them. They then had problems inputting the code and said it was case sensitive. When I called DVLA again to check the code it turned out it’s not case sensitive. I felt my chat helper should have known this as it would have saved me a lot of time. He should also have been able to request the last eight characters only of my licence number not including the separate final two characters, or ask for the whole sequence and input the necessary eight characters. It took far too long from first giving him the (correct) info because he basically made a complete hash of it. So I’d say the online chat needs to review the quality of its training because car insurance renewal and house moves must happen in tandem very often and this shouldn’t be so hard to sort out