The last person with whom I spoke was extremely kind and helpful. That helped. I am frustrated because the paperwork that the clerks have in front of them do NOT correspond to the questions that you are asked in confirming the condition/status of the home that you are insuring. Where the questions read, DO YOU. ... OR is it ..... OR does it have the following locks OR have shutters OR imbedded iron grills, etc. etc. If your answer is YES to one or some of the questions marked with OR, the answer should be YES, however, those asking the questions mark it NO, because their answers list each of these individually, and not as a group including the ORs. Also, I find the English used in email correspondence equally confusing. The questions are put in ambiguous English, so that one is not sure how to answer the questions. Example: From one of the Underwriters - Can you confirm if your home has ever flooded? YES, I CAN CONFIRM THAT IT HAS NOT FLOODED. Or do I write NO, I cannot confirm that, because it has NOT???? Everything is done according to a sales manual, and whilst the clerks are very polite and professional, one is left unsure of whether one has actually coverage, if something should occur. Another example. From the mouth of the bay, my house is quite high up on the mountain on a steep road. There is approximately 15 metres from the water level up to a steep 8 metre(?) high wall up to the Promenade, then approximately 30 metres to a 9(?) story tall appartment building, followed by another street up the mountain with another 5 story tall building on the other side of the street, followed by a 9(?) metre cement/concrete walls up to the level of my house, which is then situated on the third street up on the mountain. The question remains, "Are you within 500 metres of water?" in which case I am charged some 55 British Pounds more for the proximity to water. It makes no sense, also since noone can tell me if it is the straight line into the mountain which is to be measured, or the actual distance I must travel to get down to the water. I am very frustrated with the inability to judge and make appropriate decisions according to anything which is not in the script. I do not feel appreciated as a customer having been with the company now for several years, and will consider finding another insurance company that can take my concerns seriously. I am also very frustrated with the handling charge for the payment. I pay once per year by credit card. Please explain to me how a bank can charge up to 20 Pounds for accepting a payment in British Pounds. I have NEVER heard of such a thing.