Very "computer says no" when I dealt with admin staff. My car was stolen and recovered without any damage and they made it so difficult for me to get my car back as they had made an offer. They lost my keys and tried to get out paying for losing them. They tried to insinuate I hadn't sent the keys so weren't going to cover lock change which was required on my less than 24 months old Mercedes costing 000's until I proved them wrong with my picture and weight of packages sent recorded delivery. Would not budge prior to this even though they made a offer of settlement prior. After threatening the ombudsman they gave in and paid but cost me hundreds of pounds and loads of time and effort when I was trying not claims a penny and save my NCB. No different to the rest but slight cheaper for me and the Mrs.