I moved house, so asked them to update my address on my contents insurance. They said an underwriter would get back to me within hours. After a week, I called them again, only for them to say sorry an underwriter hadn't made a new offer. After 3 weeks of calling they said they could waive my "cancellation fee" if I wanted to go somewhere else. I really needed to insure my new place, so I found another insurance and called them to cancel the current policy. They said I would get no money back, even though there were more than 3 months left on the policy. However, they would be kind enough to "waive the cancellation fee." That makes no sense, no one would ever pay to have a service cancelled and get no money back. They did not even try to sort out a new offer with their own underwriter, they obviously don't need more customers!