Their annoying system of posting certificates and terms and conditions for every appliance in separate envelopes. Having several appliances insured I am annoyed at this wastage which we obviously have to pay for in the premiums. I have complained for the last 3 years and this year i was not going to renew but their customer service told me that I could go paperless and have the info sent via email, I got these very quickly, great! However a week later a stack of A5 envelopes were delivered with 24 sheets of unnecessary duplicated information along with the certificates.