We had a sudden situation which meant we could not attend and we did not have the cover. I informed customer services a few days before we were due and when I advised it would be unlikely I would have anyone to transfer the booking to their overriding priority was to rush us to cancel so that they in their own words could rent the van out to someone else. I was also advised that they wouldn’t have covered our situation with their cover anyway. Their overriding priority was to seek to rent it out to someone else with no gesture made if they were able to do so whilst we would just lose everything. To add insult to injury the call was ended with remember next time to book insurance. I also noticed when a van was assigned it was on the top of the hill and we had left special access instructions which would have meant this van would have been unsuitable anyway. I attempted to complain but found there was no interest aside from saying that’s the way we operate and procedure was followed. Just be aware that should anything go wrong there is limited interest.