I had my bike stolen and made a claim, it was from this point that hidden charges became apparent. To call them you need to ring a number that costs 7p per minute. The final straw was they took a payment from my credit card as a final balance payment. This was taken under there TERMS and CONDITIONS and without my authority. I was under the impression that card details could not be retained by companies for long period of time??? I will never recommend or use them again. Why do they not offer a transparent service instead of hiding details. Therefore the online portal is not a true reflection of your insurance premium, they appear to be competitive until you come to claim.