I received a call today to discuss the review below further and I explained how frustrated & angry I was at my experience. The man I spoke to was very understanding, listened to my issues and apologised for the shortcomings. He has arranged to refund me £50 which was a very nice surprise and takes the sting out of the problems a little, so I have changed the rating from 1 star to 2 star. However, unfortunately this still does not change/address how you are able to deal with the Company & for this reason I wouldn't increase the rating any further, as this is my main issue/frustration. I dread to think how long a 'live chat' would have taken today to discuss the issues raised. If you could deal with all changes over the telephone or face to face the rating would be much higher. Original review - 1 star Overall, a horrendous experience when dealing with this company as no telephone number or email address to contact anyone & having to go around in circles / waiting to do the live chat. I simply needed to speak to someone about changing my vehicle, the new quote for the change was extortionate so I cancelled to go elsewhere for half the price. I was then told the cancellation charge was £120.77 (bearing in mind it would only have cost me £180 to continue paying until the renewal 6 months later). Again waiting/going around in circles to obtain my proof of No Claims Bonus has taken me the best part of 4 hours in total to complete :-( Eventually, I managed to contact CW2 on live chat & she was amazing, so helpful & dealt with my request efficiently & quickly, she deserves a 5 star rating for all her help. It's such a pity that the company policy of hiding behind 'live chats' is the way they work as that has done nothing but cause frustration and upset, not to mention the time consuming nature of it all, that in reality could have been sorted out in a 10 minute telephone call