First class response, very informed, ours was not straightforward, quite complex & I did anticipate a wait but it was delivered in the time scale offered and you can't say fairer than that. Had a few issues because agent not available when I was & I felt compelled to deal with the agent that had been so helpful to my circumstances, are they on bonus for arranging a policy or up selling? I went a weekend without cover because my agent had been so helpful & I felt had I gone through another agent she would have missed out (Steph Pratt) ... I didn't go for any extras... Maybe if you were clear your agents were on national minimum wage or above & received bonuses only if they secured the ' add ons' I could have finalized my policy sooner rather than later. I cannot praise the service Stephanie Pratt delivered to me & its because of that I wanted her to finalize my policy... As a company you should be more clear on how you pay your agents. Thanks for reading! P.S If you have a reward & recognition policy Stephanie Pratt should most definitely be recognised for giving a top class service. Yours sincerely Helen Houlihan