I had a poor experience when I called to ask about excess insurance for a campervan trip. Despite clearly explaining that we already had insurance and were looking for additional excess cover (due to a high excess on the main policy), the advisor kept steering the conversation toward a full insurance quote — ignoring what I’d said. He also assumed we’d been declined insurance, which wasn’t the case at all. When I tried to explain further, the tone became increasingly dismissive and unhelpful. At one point, he called me "lovely," which felt patronising and unprofessional in a business context. The overall attitude suggested he wasn’t really interested in helping. I ended the call feeling unheard and frustrated. A shame, as I was ready to purchase a policy — just wanted to ask a couple of simple questions first.