Opened a mobile device insurance policy with them, condition was that I had to provide them with proof of purchase and proof that the device worked within 7 days. Expected to have some communication from them about how to provide the information but hadn't received any, no info on the website about how to submit it either. Contacted them 12 days later and they said I had to pay a £4.99 fee to keep the policy valid as it was past 7 days. I threatened to just cancel the policy as it was within the cooloff period and they waivered the fee giving me another 7 days for free. Seemed very cheeky and I'm tempted to still cancel it, clearly a trap they want people to fall into and doesn't make me trust them at all. Customer service was quick and friendly enough (after my threat) and it was cheap, so +1 star for that I suppose