I had a difficult claim for about $1800. No big deal I thought. I waited 10 weeks for the assessment which was declined. I wrote a formal letter after 2 calls each over 1 hour. As a customer for 44 years to this company and its antecedents I asked about the costs I am paying, when can I cancel, can I get another assessor. I the assessor was extremely unclear often getting excess and my amount interchangably mixed. The note from the woman working from home was not too bad - she seemed reasonable. But still no answer to my simple question that there is no coverage in this instance. All I wanted were the words: no coverage. I then went checking. I pay $1200 per annum and my excess is $1500. I have had two small claims over the past 4 years. Using the above data: I went to two other insurers. Noting my two small claims. The other companies were about $620 each with excess being $700. Moral of the story: check your numbers. They increase premiums for long term customers each year with no moral qualms. Truly awful assessor, horrible company with a terrible attitude. And I am still waiitng for an answer to my formal complaint.