I went through the policy purchase process online, including payment, but then after that the website said "session expired" and I never got a confirmation email. They had taken my money by credit card but not set up the insurance policy. I went on the online chat and they responded quickly and were helpful, and said they would reverse my payment and I should apply again. The second application went through successfully and I received the documents. Still waiting for the refund of the first charge, though - they said this can take up to a week! Summary: Online chat is responsive and helpful, but the website application process appears to be a bit flaky.