Not had a problem with this company but then we've not had to make a claim so of course cannot comment on the claim process or customer service. With regard to top-up miles, you need to think very carefully about choosing the mileage you think you'll cover over a year. We chose 8K for my daughter, working out she'd probably cover between 6.5-7K and allowing for extra. With one month on the policy to go she's just covered over 7K. It states quite clearly on their website what the charges will be so drastically underestimating your predicted mileage to save a few quid is going to hit your pocket severely. The main complaint from most 1-2 star reviewers is cost of top-up miles and feeling you've been conned. Well that's your problem... Absolutely no complaints from me.