When you ring them it takes 1/2 hour at least to speak to someone,my son was in a non fault accident 3 weeks ago (a van ran into the back of him).the car was total loss and offered him £2150,but he didn't realise that there was a £1400 excess which they deducted ,so we asked for the car back which cost him another £320 and left him with next to nothing to purchase another car.so as of now (3 weeks) on we still don't have the vehicle back,not enough money to buy another and told it may take months to get our excess back if at all .they are a bunch of lying robbers,please don't make same mistake we did and insure with another company.