Agent PD2 was very polite, courteous and pleasant to deal with. No issue at all with the agent. The 2 stars is for the online portal that you need to use to discuss insurance since all phone comms are suspended. It took 8 (eight) attempts to get through to an operator on the chat line. Each time faced with same problem: 'you are number X of number Y in the queue, your estimated wait time is ZZ mins. This refreshes periodically but instead of the numbers reducing, queue place remains unchanged and wait time rises!! So you join a queue at 10am as position 15 of 15, with wait time of 20mins, 20mins later you might be 14/15 and wait time now 20+mins. Appreciate we are in strange times but if wait time expected to be 40+mins - say so.