Following a call from them about renewing my existing policy I attempted to go online and review the options discussed. Having chosen an option I attempted to purchase but the website would not allow me to complete the task. I called them (on a bank holiday) and spoke to an advisor who clarified why I was calling and then transferred me to Sales. They had not understood I had a renewal quote and attempted to go through the sales process again (a 20 minute activity). When I said I wasn't prepared to repeat this I manage to clarify that I had a renewal quote and I purchased over the phone. My documents were sent online.