I took out my insurance with Debenhams and later found this was Eldon. I took out a claim when my car was stolen - 5 weeks later and my claim is still ongoing. It is extremely difficult to get through to the theft team via customer service line - I discovered that if too many people are holding the line, the phone is cut off and you have to call and start the process again. Communication is very poor - I have to phone up everyday in order to get the claim moving; I suspect they are doing very little behind the scenes. They would not communicate with my gap insurance; I have to be the middle man for conversations, explaining information and figures that I know very little about. They do not send me any information in writing (letters or emails), which makes it difficult to provide evidence to the gap insurance. They tell me each day that I will receive 'this much' and I will get pay out. However, this seems to repeatedly change as someone has 'looked at it' and is now saying this or that. It is extremely frustrating and I feel as though I need a degree in finance to be able to understand all of this. It feels like I have taken up a part-time job with Eldon due to the amount of running around that I have to do.