I was unable to update on the online portal so needed to speak to an agent. I made three attempts over four days to get through to an agent and each time I waited in queues only to finally reach a 'receptionist' who took my details and said they would get back asap but within 24-48 hours. They never did despite having both home and mobile numbers! I finally got through to an agent myself on the fourth attempt (after 6 days). It took a while, over the phone, to go back over all the details they already had on the system from last years policy but the final outcome was a good deal, so worth the long phone call. However very frustrating and time consuming waiting in queues and the company never phoning back as promised.