I was instructed to use the 'chat' line as it is quick. Nobody answered for about 15 minutes. That is not quick. When I got through I was asked what I wanted. I had already keyed in what I wanted. I waited for an answer. During this time I was asked if there was anything else I wanted. Why ask me that when I've not even received the information I had asked for? All I wanted was en email with my car insurance and certificate of insurance as an attachment. I don't know why this takes more than a few seconds, let alone another 5 minutes or more. I don;t think the person dealing with it was to blame - I think the company needs to look at how it gives out information more efficiently.