It took quite a long time to get on to a live chat. When I did I requested a paper copy of my policy documents, but was repeatedly told that it is ideally no longer company company policy. After making the request for the 3rd or 4th time I was finally told by the operator that they would action my request - 6 days later I am still waiting for it to arrive! Had I fully understood the fact that Yoga are a fully online platform, with no access to a person on the end of a phone I wouldn't have purchased my policy. But for the fact that there is also a heavy penalty for cancelling, even within the 14 day cooling off period, I would also be inclined to cancel.