With us, repeat clients, astonishingly, they sneakily tried to take advantage in sending a renewal quote attempting to charge an ''arrangement fee''- which after discussion with them was cancelled, and cheekily referred to as a 'discount'; my phrase was ''pickpocketing'' and for a company established over 200 years they should be ashamed; but I am equally sure they are not; the telephonic renewal was with a robotic female was akin to being hypnotised- the salesperson droning on and on and on; my attention wandered, and rightly so. Four emails to them went unanswered. I spoke on the phone eventually, after holding on for ages, since my call was important to them (!!!!)to three personnel, each of whom clearly regard clients as unwarranted interruptions and intrusions to their day, and shewed not a whit of interest.