I phoned One Sure to cancel insurance policy due to the death of the policy holder. on 23rd January 24. the man i spoke to was compassionate and kind he told me to send email and attach copy of death certificate this would enable One Sure to refund the policy back to the death date of 21st January. This was sent the next day 24th January 24. I phoned One Sure on the 6th February 24. to check how claim was progressing. This time i had a very aggressive and bullying female. I was grieving the sudden loss of my husband, she upset me terribly, had no compassion towards me at all. She told me the policy had not been cancelled. Apparently this could take some time before it would be looked at, by this time I had been reduced to tears. I was put on hold for some time while she spoke to a colleague. She then informed me that she would cancel the policy today 6th Feb24. I was put on hold again while she worked out the refund. She eventually came back to inform me that there was no refund i owed One Sure their cancellation fee of £21.21. I queried that and was told that was the company policy! by this time i was really upset. I was put on hold yet again I was then told that i would not be charged the fee due to the circumstances. This was the worst response I have received during all the paperwork i have had to deal with. The policy started in July 23 and my husband passed away on the 21st December.23. I still do not know what is happening. A different Insurance company who i phoned on the same day 23rd January to cancel the car insurance. showed compassion and kindness the policy was cancelled on this phone call and i received a refund 2days later. One Sure are rubbish on Customer Service.