We requested a quote for buildings insurance in advance of exchange of contracts, to be started on the day of exchange. One the day of exchange, I phoned up with the quote information to be told that there was no quote. After much debate (and 30 mins on the phone) I eventually got what I wanted, or so I thought. having specified that I wanted cover from that very day, I made my payment and was instantly told the cover would start 2 weeks later. Apparently the start date could not be amended retrospectively, and I did not have time to go though another application there and then, so terminated the policy and go a refund. The call handler was not particularly helpful or well-informed, but was bearable enough, I suppose. My partner phoned a couple of hours later. This time, the original quote was retrieved and my partner paid for the insurance starting that same day. All was well. Or so we thought. Now, having set a move-in date, we have phoned back to add contents insurance and have just been told that we have no policy at all. We were told that the policy that my partner had set up had been recently cancelled and the payment refunded. I need not add that we did not authorise this cancellation. The boy on the phone (an insolent, giggling idiot) did not listen, and did not (or could not) comprehend the seriousness of the situation. Eventually we managed to speak to his supervisor and were told that we could not reinstate the cancelled policy, but would need to go through a whole new quote again. The person we spoke with said that they would look into it and we are still waiting, although we have organised alternative cover as we shall never again use or recommend Cooperative.