Have been trying for last 5 months to get them to send my renewal docs from 1/11/16!!!!!! I realised they had never sent them at the time I renewed as they changed company for me due to a high renewal prem. Each time I phoned I had to wait approx. 15mins on the line before someone answered. Each time I explained the problem and was told they would send me the documents with 5-7 working days. After 1 false promise I wrote a strong letter of complaint. They didn't even have the decency to respond! I rang for the 3rd and last time 3 weeks ago and explained I did not even have any info as to whom I call with regards to a claim as I have no documents. The boy on the other end of the phone told me to look on my Certificate of Insurance. I said how can I do that when I don't have any documents!!!! Their customer services personnel are the worst I have ever come across, they don't listen to what you are saying and fob you off with excuses, that's when they can be bothered to answer the phone. My renewal is now due, and guess what, they can manage to send me documents for that. Thank goodness I have never had to claim over the last 12 months. I hope someone in authority at this company reads this as I would love to talk to them but having wasted so much time on phone calls and writing a lengthy complaint all to no avail I doubt whether there is anyone in the company in such a position. Please, please avoid this company at all costs, they are the worst of the worst and should be struck off.