The system didn't allow me to add the £40 benefit package on when I bought my insurance, the layout of the pages wasn't easily navigable. I called up the next day to add the benefits and the person I spoke to was awful, not aware of how their system works, didn't tell me she was having computer system problems, was just silent, asked me questions that weren't relevant to my query, almost as if she was on her first call in the job, and couldn't understand my very basic address, saying it was a bad line. I'd say she didn't have a grasp of what customer service is about, i.e keeping the customer informed that there are problems with the system, not leaving long silences where I had to see if she was still there... I tried to go back into my account to add the package, but there was a "technical" error that it meant I couldn't get anywhere. I'm loathe to ring again!