The young lady I dealt with was excellent,10/10: I am a little hard of hearing and I asked her if she would speak a little louder and more slowly. She did exactly that and I was very appreciative. She was also extremely helpful in guiding me through and offering a reduced premium for the renewal my home insurance. Secondly, may I just register my disappointment at the booklet system used for setting out details of our cover. For me it is a retrograde step from the schedule used in previous years and makes it a lot harder to follow. It is my guess that you have introduced some procedural changes and in the process confused things.