I had started the process online the previous evening but the site kept crashing. I began at 09.17 the next morning and finally finished at 13.15. The website kept crashing again and I had to buy the insurance over the phone. The people I spoke to were all very well-mannered, polite and helpful, but I needed to buy a multi-policy and cancel a policy that had been bought the previous day. Each time I phoned I had to wait almost 20 minutes. The first person was unable to produce the policy l had online despite having all the information . I was passed to another department and after another long wait, they sorted it, out but were unable to cancel the original policy. I was passed on and had another long wait, it was the wrong department, I was passed on and after another long wait the policy was cancelled. My tenacity was due to the online quote being very competitive, as I discovered that due to being involved in an accident as a passenger in my husband's car during the previous year, which was not our fault and did not affect our no-claims, each of our insurance, individually or as named drivers on each other's policy went up between £150 to £200. Hence my patience. I would request that Hasting Direct employ more telephone staff as their product is good and their multi-policy saved us nearly £200. Thank you.