I really wish I'd found this page before! I've been with this company previously & had no problems. Having said that, my initial web enquiry was easy. I've never had to make a claim & am dreading that possibility now. I have just taken out a car policy & struggled to gain entry to the My Account section, which made paying for the premium difficult. Eventually managed it, but can still not gain entry to download any documents. The communication system is appalling & the automatic response part does not cover this specific problem. A real human being has responded (my assumption is that it's a real person, I may be wrong as he has clearly not read my contact messages) but the access situation has not been resolved. If this was a claim situation I would be massively angry by now, whereas I am just quietly seething at the moment. The customer service is clearly very poor. They excuse this by saying that they are an online service designed to keep prices low. However, it is possible to have an online service that deals with issues & complaints - they just choose not to have one.