on two occasions I have taken out a policy using this company. The first time the contact email on the confirmation letter / email was wrong, it took time to establish that it was not just down. When I went to tell them this their webpage only give options related to specific queries for contact. Eventually I got through to them via Twitter but even that took over 6 days and then another 4 days of investigating. By then I was tempted to drop the policy, now in the light of the new problem I am regretting continuing. They are all about themselves and don’t think about their audience or clients, eg defensive unhelpful mentality which can clearly be seen in their website where their methods of contact are clearly controlled and are to suit the company and not themselves. The second incident is a non-refund of a premium taken despite a cancellation email being sent to them within hours of the contract, no confirmation of cancellation has been sent either by mail or email. Endless phone calls (different department so could find number) to find out if they got email, eventually I got a verbal confirmation that they did and that policy has been cancelled and that funds would be in bank in two days. I expect (after 6 days of checking inc w/e) I’ll have to spend hours reaching out to them on the phone today only to be told the same. FRUSTRATING Policy cancelled 24th July Premium taken 25th July Notified premium not returned multiple times Still awaiting return of return on 8 August Update - they asked me to contact them following this review, see response below. Which I did and 4 days later I have had no acknowledgement of my email and I am waiting their response Update - 15 August - no premium return yet. The complaints number that they gave me is no longer working.