been insured for them for 2 years, initially had an issue with proving NCD and after complaining (by email) they advised what was required for the proof (my error with proof I sent). Although online and no telephone support if you email they do reply with advice on how to change a policy. Saw earlier post about cost of changing car and so was worried when I bought a new car. Premium did go up but when asked why it was explained due to the car itself and I was not being charged any 'fee' to change the car. Read the reviews previously and took the opinion that people take out an 'online only' policy to get cheaper insurance but then complain that they cant speak to someone (except if I wanted to make a claim, you can call their claims number anytime but not had to yet). My experience seems to confirm that as long as you contact them with any issues within reasonable time then any problem can be resolved. Although not related, in my job we get complaints after the event as my clients wait until its too late before contacting me so wonder if its the same here.