It took hours to finally make contact (the customer service phone number is a JOKE!) so I ended up using Live Chat. Spoke to Daniel (di1) who seemed to grasp my situation - but was unable to resolve the matter before I had to go out. He said he would speak to the underwriters and email me the result. I am still waiting. I also requested a copy of the chat - and I'm still waiting for that as well. Not impressed. Instead of offering a £40 reward for getting a second policy holder to join up, sort out this policy holder first please. I also do not want any marketing emails, messages or mail shots - just deal with this problem or I am walking away.