BL1 was helpful, and resolved the problem quickly. There wasn't the usual niceties I've had with live chats with other companies, but I didn't mind her getting straight to the point. I do think it would have helped if I had the option of adding the password for the proof of no claims document when I first uploaded it. Instead I was sent a letter in the post informing me that my premium was increased. However, that letter today did inform me of the live chat option, which I didn't know about before, and BL1 told me that the payment has been removed. So overall, I am happy with the service.