My first live chat from Alina R was very poor. She closed it down before I could reply saying it was 5 minutes in fact I was typing which she would have been able to see in her screen as I can see when the agent is replying. In fact it was 2 minutes since her l last reply and I was typing a reply back to her. This meant I had to start all over again and explain again as she closed the chat prematurely and not after 5 minutes and a problem needed solving. Even though from my query she could see I had paid for changes and it hadn’t happened so I was driving (to hospital appointments as I have cancer) uninsured in my new car. She didn’t know that at that time but that shouldn’t change how my query was dealt with. It is just stress I don’t need at the moment. Luckily I checked my portal today or I would have continued for drive unaware I wasn’t insured as I received a text saying the changes were done. You had taken my money for this. Luckily eventually Jacob was able to sort this out for me properly. But in all this took 50 minutes in total as I had to start all over again with a new chat. Poor customer service in my opinion. All of this was highly frustrating and scary if anything had happened whilst uninsured and also illegal to drive whilst uninsured. I wouldn’t have contacted you in the first place if I hadn’t needed help. She also knew I didn’t own the old car anymore and didn’t need that insured as I had told her that already. So why close a conversation when she could see I was typing when she knew there was a problem to be sorted out! As I said luckily Jacob was able to resolve this for me and I am insured as I presumed I already was. You can check all of this from your copy of the chats just as I have.