Making contact with a real person, after pressing numerous buttons on the phone,and was pretty well "miffed" at getting an operator who's first language was not English, was obvious. The operator had a prepared script, was not prepared to listen to me but merely asked me to repeat information that had already been given out three times. Then, after waiting 20 minutes, the operator passed me into another operator who told me they were busy. I had to ask her to speak up as I could not hear her due to the laughter and shouting which could be heard at her end. my money was taken within seconds but five days later still no Documents and I could not get into online programme. The operator said it was pending and could not tell me why, when I would get the documents or if I even WAS insured with them. Why I wanted to change my car insurance to More Than after this i don't know! Hopefully,the complaints Dept has dealt with this...time will tell!!!!!!