I wanted to make a simple change to my policy, a change of where the vehicle is kept, but I was told it could not be done through my account online. I opted for the online chat, thinking this would be quick and easy. Unfortunately it was not, I was connected for around 50 minutes with no way of having notifications for the slow replies from the agent. This meant I had to keep my phone on the chat screen for the entire time, not allowing me to do anything else in this time. In hindsight, I wish I had opted for a phone call as this may have been quicker, despite the prospect of being in a queue. I was then asked to pay £42.50 as an admin fee to make the change which is extortionate. I have since spoken to an agent for the company who apologised and explained that they are going through an unforseen busy period which explains the delays. They have also offered compensation for the delays and to offset the admin fee, despite it being refunded anyway as they could not action my request which was no fault of their own, this was due to the rules of the insuring company.