Recently taken out insurance for my son. You requested that both myself and my son contact you. Requested call backs, did not happen. Each occasion very long wait re telephone customer services contact - { up to 20 mins on one occasion}. Informed log wait as a result high volume of students returning to university. I believe this could be defined as a ' predicted situation' and therefore appropriate resources should be in place. Arranged black box installation on a prearranged time. Agreed and then informed of a totally different date and time for installation. Not a good start and not impressed so far!