This is one of the worst insurance companies we have ever dealt with. Takes them over a week to send documents out, then when then send them they are wrong as the Customer Service member "forgot" to process the 2nd claim. We raised the call to the line manager of the Customer service team to get this resolved by COB as the first line person would not send documents out urgently even though it was their error.. Once documents finally arrived with ourselves they were completed and submitted in less than 2 days once doctors appointment was able to be obtained to fill in paperwork. Documents were emailed with all accompanying details and 7 days (5 working days) down the line and the have still not arranged the "instant" payout money for fractures. On 3rd business working day we called them to only be advised that "i wasn't covered" - which turns out as usual they were reading the wrong policies - Second manual error by their teams and took 2 more phone calls to get them to sort this out! 2 days after this and we are still trying to get an answer when the fracture payout will be made - they now say it will be 3-5 days for payment with a bank holiday in the middle (that if they even get the paperwork right this time! We do not hold any faith in them! Complete disgrace of a company and should be embarrassed at the level of service given to their customers. When someone is injured this is the last thing they want to deal with is incompetent people. P.S they also like to hang up the phone on you when they dont want to deal with you!