I am extremely disappointed with the level of service I have received from Zego. Despite being promised a response within 48 hours, I have now been waiting for over a month with no resolution and no meaningful communication. I have sent multiple emails, made numerous phone calls, and attempted to engage via the app – all with little to no success. The lack of accountability within the support team is astounding. When requesting to speak to a specific team member, I was told they couldn’t assist because “too many employees share the same first name” and no one is permitted to give a full name. This is not only unprofessional, but it also makes effective communication and resolution impossible. This ongoing delay in processing my refund has caused unnecessary stress and financial hardship, and I am appalled at the lack of urgency or care shown. A company handling insurance and financial matters should be held to a much higher standard than this. At present, Zego is failing to meet even the most basic expectations of customer service and operational competence. Given the unacceptable delays and lack of communication, I have now begun the process of escalating this matter to the Financial Ombudsman Service. I would strongly advise others to think carefully before trusting Zego with anything involving money or compliance. If Zego wishes to resolve this, I suggest they start by responding professionally, providing accountability, and following through on their commitments.