I have a policy with you through Esure car insurance and have broken down at 9:15 am today 6/1/23. At 10:30ish am I got a message saying 'we are sorry if you are still waiting!' I have called 3 times since then to be told someone's on their way, the first time was 1 o'clock, the second was 4:30 when I was told by one of your representatives that Celtic recovery, the company you have chosen to sub my recovery too havnt got the resources to do it so he was going to reallocate and escalate my recovery request. He also told me that a manager would be in touch with me with an update within 45 minutes. I've heard nothing back! It's now 7pm and I've just called again to speak to someone else and they've done the same thing, rang Celtic recovery and again they've said there busy but still have the job to recover my vehicle logged but can't give an ETA! I'm ten hours in now to what seems like an endless wait for a recovery! No food, no drinks, no heating, no hazard lights now as my battery has run flat seen as they've been on so long! So parked in a black car on a main road hoping that nothing hits me! Way to go to making your customers feel safe and valued! Any contact I've had with you after your 10:30 am text to say sorry your waiting has been made by me, that's discusting customer service to just leave people waiting not knowing for best part of the day! thankfully my only rejoicing moment is that this didn't happen yesterday with my son and partner in the car! My policy is up for renewal at the end of January. I doubt very much you'll see me again, nor any friends, colleagues or family of mine!