"Where to start...\r\n\r\nUpdated to new car mid January 2024 using the First Alternative web chat and paid for change. As of today (30\/01\/2024) online account still shows old car - I don't have the official certificate of motor insurance, insurance schedule or update letter - for my new car.\r\n\r\nIt is very difficult to get through to a person - web chat regularly takes more than 40 minutes, that's if it doesn't kick you off.\r\n\r\nCalling by phone is a lottery of forced disconnects, calls being dropped when transferred, and a bizarre IVR function where the recording\/system says it's sending a security code to your email address so the call can proceed - email never arrives - which results in a forced disconnect - system ends call.\r\n\r\nWhen you try and access your online account you have to reset your password EVERY time you log in as they system says the password is incorrect - another bizarre function of the system.\r\n\r\nI managed to talk to a person yesterday to ask why my insurance documents had not been updated - was told there are system issues ( I knew that). I asked for docs to be emailed - was told they had been emailed - a day later and still not arrived.\r\n\r\nI've checked with the Motor Insurance Database and my new car is insured, it's just that the insurance company - First Alternative - can't seem to be able to issue their customer, who is paying for the insurance, with the correct documentation.\r\n\r\nA complete and utter shambles....\r\n"