Unfortunately I had to phone the 0300 telephone number as the web site had crashed . I was initially answered fairly quickly & advised that I would be charged an extra £12 for speaking to an operative. I advised the operative that the only reason I was calling was because the web connection had crashed! Fee immediately dropped! I would had gone elsewhere if this had not been the case!!. We then proceeded to read every line of my application, 10 mins! I was then passed over to another operative after being on hold for just over 2 mins I was then re read all the information from my application again, this time with lots of pauses & hold sessions, The whole process took just shy of 30 mins to complete my application. Just waiting for my itemised phone bill to arrive to see how much extra I have paid for my "insurance quote!" All said, the operatives were polite & courteous at all times Had my transaction been completed within 15 mins I would had rated as good possibly very good!