Could not be nicer when you are buying the product. When there's an issue however, staff a rude and very condesending. Blatently lied to me. I wanted to cancel insurance after an extremely shoddy experience in trying to make a claim for accidental damage to a TV. Told me I had to pay for an independent engineers report to prove the TV was broken, if it really was smashed they 'may' consider refunding the cost of the report within my claim. They would then send out a paper application form by post to be filled in which I had return, again, via 'snail mail'. I gave up and asked them to just cancel the claim and the policy. They then told me Creation would charge me around £140 to cancel which is ridiculous, as I had set up a loan under a finance agreement with creation . I called creation they informed me they don't charge anything to cancel the finance agreement and what they were probably trying to do was stop me from cancelling the policy as they would have to repay comission the company had for setting up the policy.