Why do insurers use them? Absolutely incompetent. AVOID THEM . They called me on the day, less than 2 hours before the job was due to cancel it, the technician was off sick. Rebooked it for 5 days later, to be done between 16.30 - 18.30 pm. The technician turned up at 8pm. It was already dark. changed the windscreen and cracked it. And he told me he did not have the correct trims. Called the customer service the following day to be told I did not give them the correct information for them to order the windscreen. Therefore I realised they fitted the wrong windscreen. Which they admitted later. I have requested a refund for the excess, they say it will take 15 days. I am now taking ma car to my dealership. I will not let them go anywhere near my car.