I ammended my policy as changed car and paid the £25 admin fee plus a £35 extra premium to keep my monthly payments the same. I then discovered that my direct debit bounced (plenty of money in the bank to cover it) I called them and their representative was rude and read a script to say I would be charged £20. She implied that I didnt have enough money and said it was my banks error. I contacted the bank and they told me the original mandate was altered on the day the DD was due, this can take up to 5 days to update on the banks system so the bank rejected the payment due to the mandates not matching. I then called go girl back and was told that the mandate shouldnt have been altered and that someone had made a mistake! They will not charge me the £20 but I am expecting some pleasant correspondence from them when the payment fails on their system. You can never get hold of them on the phone. I will not be renewing. Do not trust them to value you as a customer.