We had to cancel our holiday because of a heart operation on 4th January 2022. Whilst I was in hospital my husband sent off all the relevant paperwork by registered post . There was no acknowledgement so two weeks later my husband rang customer services and was told it was on the system waiting for a loss adjuster to view it . One week later we had a letter from them asking for the paperwork sending again which we did straight away by email still no acknowledgement. We are now five weeks later after numerous emails and unanswered telephone calls and still no communication from them whatsoever. In our opinion the customer service is very very poor and leaves us in limbo and the feeling we will never use them or indeed recommend them