I have never had to claim against the policy, so cannot rate the service beyond the renewals team. I had problems with my renewal. You can only pay on-line by direct debit and incur high interest charges. You can only pay by card for a one-off annual payment by phone. You cannot pay by bank transfer as a one off payment. The phone lines were very busy. I didn't get call backs and when I did manage to get through the very lovely agent was pushing for automatic renewal. Two weeks before they did try to call me a few times at home to get me to renew over the phone, but not at times I was available. There needs to be a service by which you can pay by bank transfer or for the policy as a one off payment on line.