Finally managed to get the phone answered. New customer who attempted to buy policy online and found their website got stuck on the payment page. Waited 10 minutes to see if it would finally give proof of policy purchase, but in the end I had to call. Quite a long wait for an answer (working from home perhaps?) but finally managed to get through and made the payment on the phone as the website wasn't working. Later noticed an extra charge of £12.50 for using the telephone to make the payment! You couldn't make it up . . . just hoping that everything works from now on . . .