Absolutely shocking customer service. I'm still waiting to hear back from my critical illness policy, which I logged 5 months ago. My husband is dying of Lung cancer and I have to keep phoning them for an update. I've been told that there isn't a timescale within this company to provide an answer. It can take months or in fact years to get a conclusion. In the mean time they are still receiving payment every month and I've been informed that they didn't do anything with my claim for two months. Absolutely shocking! I would avoid! Update: As you can't add to the thread on Trust pilot, I received a message below from Dylan and forwarded on the relevant information to him and surprise NOTHING. Avoid this company, they will continue to take your premiums and do nothing with your claim. Maybe all insurance companies are like this and this is shocking especially as I'm trying to make sure my husband is as comfortable as possible in last stages of his life and I shouldn't have to be chasing up to find out what is happening with this claim. Update: As of November 2023, still no outcome of my husbands claim and researching this further in the feedback from other customers below - it would appear that the positive reviews are only when you take out the policy (this would be the norm) but all the negative feedback is due to claims being rejected/no conclusions or pensions not being paid out. Waiting for my complaints outcome also, received an email last week that they haven't allocated it! Whatever that means?! 'Unfortunately, we are not in a position to offer a final resolution as the complaint is still awaiting allocation. We hope to be in a position to offer a final resolution before 22/11/23.' Read the feedbacks for yourself! AVOID THIS COMPANY!!!