My contents premium was much to much compared with last year. As it is paid by direct debit the first I knew was when I saw it on my bank statement (my fault for not reading the renewal documents). I telephoned and after some discussion they agreed to reduce the premium. I agreed to this and they told me the new premium would be taken immediately and a refund of the first premium would be credited at the same time. I thought this strange , why not just refund the difference but they told me this was their policy. sure enough the new premium was taken from my account the very next day but after 10 days so far and several phone calls I am still waiting for the refund of the initial amount. My advice, there are loads of insurance companies out there, go to one of them instead .