We got there after a long phone call. It was un auto renew and despite over a week before the renew date, the monies had been taken. The customer services was unable to tell me what name was on the card used or if it was Visa etc. 30-40 minutes later she gave me this exact information and then had to get that payment back as this had caused a friend who I borrowed money from the previous year to go into overdraft which meant I had to pay that bill as well as the insurance. The customer care wasn’t up to scratch, not able to sense my distress and didn’t seem to care. We eventually got to a satisfactory end and have taken off the auto renew which I hadn’t asked for and do not have on any other services.