Systemic problems;. 1) The 'Customer Service' team, although well meaning, do not have the same systems we as consumers have. So, if there's a problem you are experiencing as you conduct business online ("to save admin costs") , and you encounter a problem, guess what? 'Customer Services have no idea what you are viewing, they cannot replicate your online account and see the issues experienced. So they can't help. They also cannot escalate it to someone that does know how to fix it. Customer Services also dispense different, conflicting advice depending on whether the touch-point is 'chat' or on the phone. 1st Central have an excellent looking dashboard, where you 'cam save money by administering changes online'. But I have never been able to change any data on my dual car policy, and 'Customer Services are polite but completely unable to solve the problem. But they can merrily charge the service fee as I have to call them (and wait more than 40 minutes for the transaction to be processed). It honestly is a very broken, frustrating customer journey at many (not all) touchpoints. If anyone from 1st Central reads this and cares enough to want to know more, then contact me on 07432857155. Happy to be very specific on areas where you can go from Zero to Hero.