This company appears to be very much focussed on it's own benefit and less so the insured customer. My mother in law spent 1 1/2 hrs, on hold mostly, arranging a washing machine repair engineer visit. He confirmed the machine was dangerous and advised her not to use it and they would be in touch. I became involved after she heard nothing. After contacting Domestic & General I set up an online account for her and we chose a 'like for like' replacement.... coincidentally the web page attempted to get an additional payment of £240 for an 'upgraded model'. I phoned and challenged this to be told there is no upgraded model and they would waive the payment. This is a scam, in my world. I made a payment for removal of the old machine and installation of the new one... the promised email confirmation never arrived so I chased this... for a D&G person to send an internal email asking for an email to be sent to me? A delivery date arrived by mail from D&G for 2 days time, which was inconvenient. I rang RGB Direct, the supplier company, to confirm the delivery date and see what the options were. The Logistics Manager tried to cut off the call, but actually took it and put the phone in his pocket ... so I could listen to him barking out orders to his staff! I rang RGB customer services who gave me another number (their insurance people) which rang out. I rang D&G to obtain resolution and spoke to 4 different operatives over 1 1/4 hrs, mostly on hold as they are not allowed to call customers back, as they attempted to contact their chosen supplier RGB Direct.... unsuccessfully. They were unable to confirm the original delivery date or assist in any way other than cancelling the original order with RGB and attempting a new order with another supplier without the possibility of giving any delivery date... I finally spoke with an RGB person who told me that all installations are sub contracted to another company who would be the ones to get in touch with me and arrange delivery/installation. So... D&G send delivery dates that they are unable to confirm and none of their customer service agents have a clue about how the system operates... what a shambles!