Purchased car insurance online but did not receive policy documents via email. Was on hold for excessive periods of times on a number of occasions over 30mins each time (and total of between 2.5/3hrs!) I have phone records to prove. On the last occasion I was on hold for 45mins and they answered. Agent informed me it was a known IT issue where customer purchases insurance and money deducted but system not generating policy. If I had a policy number I would have been able to sort it out via your online messaging but without this l, I was forced to endure long periods on the phone. The agent was not particularly helpful in understanding my frustrations but dealt with my call. He explained there is nothing to worry about, policy is active but I explained I have a legal duty to check the information is correct and I have no way of confirming this without my policy documents. The policy document was meant to get sent within 48hrs via email but did not receive it and had to spend more time to get it sent over via post. Very disappointed that I wasted a significant amount of time and no real gestures offered to passify my frustrations. Will most likely move to a competitor as service and process is so poor. If purchasing an item is this complicated and poor, I have serious concerns, if a claim had to be made, I would face similar or if not worse service from MoreThan. Look forward to hearing from you.