If I could give less than a * rating I would. Cancelled my insurance on the 9th may (within the cooling off period). received confirmation on the 11th, and they sent the telematics out to me in the 13th. I called a week after the 9th asking where my refund was, and was told off 2 colleagues it would be with me “instantly” I called pcl, they said the policy was not closed, I closed it and then I received documents, and called them back to inform them of this and ask where the refund was… I was then told I needed to send the telematics back first. Although they sent me this after they apparently cancelled it! I raised a complaint for misinformation. THEN, I spoke to someone called Sohail Yousif from the complaints team who said that “they don’t know what they are saying because they aren’t from the accounts team and that it was my fault because of the way I worded my question” “when will I receive my refund for cancelling”… he was very rude and started shouting at me, and I told him I didn’t like his tonality, and this made me angry, and I said “if they didn’t know, then how come the last colleague I spoke to from the same team did” - he was speechless and stuttering and more than likely defending friends, I said it would have been better to just say “I don’t know” but he continued to blame the way “I asked the question” then guess what… I asked him if he listened to those calls and he said “I did not” - HE BLAMED ME, AND NEVER EVEN LISTENED TO THE CALLS IN HIS INVESTIGATION. I asked him why and he said “because you never asked” - how can you blame me for something? With no proof? How can you back up your colleagues who clearly provided incorrect information, and say they don’t know what they are talking about and not expected to as they don’t have this information, when a colleague from the exact same team as them KNEW this information? How is this not a knowledge gap? his complaint summary was also incorrect, the dates he listed were totally incorrect, and he read the complaint to me at the start of the call, and I told him that what was written was incorrectly and not accurate. And at the end of the call he still continued to say “this is the complaint resolution, it is what it is”. And on top of all this, the policy documents say “you will be charged the pro rata of the days you are insured” - this is not true and they LIED about this. I paid £83 for the first month, was insured for 9 days, within the 14 day cooling off period. If the £83 is for the entire month, then where is the rest of my money I should be due. They even charged an admin fee. Not only have I been lied to, shouted at, talked down to, told that it was all my fault. And that what the employees said was somehow “true” and not misleading or providing misinformation - the complaints handler didn’t even carry out an investigation, and I didn’t even receive any money. They sent me stuff I didn’t want after I cancelled the policy, and apparently PCL said it wasn’t even cancelled. This company does not care about you. There’s a reason they have 1* on Google but almost 5 on here. It’s a scam. They are scamming you. I have took this to the FOS and will be taking the company to court. Very stressful and inconvenient. The complaints handler should be sacked immediately for their lack of care, knowledge, empathy, attitude and everything else. Atleast with the others it was just a knowledge gap that can be worked on. You cannot fix a bad person. Probably just wanted to get home as he called me at 17:20. Won’t be surprised if this group of bandits laugh in the slack channel and I hope the CEO directly addresses this issue with this person. The FOS can resolve my issues and potentially court. I asked to speak to a manager and was declined this access. Originally I just wanted to know when il receive my £40 and wanted my insurance cancelled. Now this company will be losing more money as a result of their lack of professionalism I literally got shouted at off the colleague and spoken to as a baby, even tho I work in the insurance industry and know exactly what it is. God help this company if they speak to people like this. All the phone calls I’ve made, all the lied to I’ve taken, the talking down to as well, lack of empathy, loss of money, and everything else is so mentally distressing it physically hurts me. Please, pay the extra £20 a month and do not use this company.