Definitively the worst customer experience I have ever come across in regards to anything. Approximately two years ago I had a vehicle accident and was unfortunately forced to make a claim against my policy to claim. I was without my vehicle for nearly five to six weeks with little update what was going on from their 'approved repairer.' Anyway, I purchased another vehicle after being without mine for so long and cancelled my policy (it was on a monthly direct debit). I was supposedly advised that there would be a remaining balance going forward when the claim had come to a conclusion (baring in mind here that I was never called to disclose what the conclusion was following me cancelling my policy). At the time of cancelling my policy, I had taken out a fairly sizeable loan to cover all costs of my new vehicle, insurance, tax and any remaining debts at the time. I had enough to cover the insurance company however the figure was never asked for and time just moved on. 2 years and 5 months later, I receive a call off the rudest advisor requesting the outstanding balance. Due to the time period, I was a bit startled at the random call from an insurance company requesting £1200 from me after they've had several opportunities to request the money over the last 2 years. I had a call at the beginning of September requesting the figure to which I made a complaint about their customer service skills, lack of communication and failure to request the money at an earlier date. I spoke a manager at the company which I requested a call back later that day for a follow up the manager stated it may take a few days, I insisted for a call later that day just for a simple update. It never came. The company close at 20:00, at 19:56 I received an e-mail stating that the my balance had now been referred to collections. I spoke to someone else on Saturday who told me the company had a time-period in which they need to resolve the complaint and that the manager finished at 16:00 so absolutely no initial effort was made that day for my complaint, after requesting that the manager calls me back on Monday and I was promised a call-back as I'm sure you can see a repeating pattern, the call never came. Tuesday, the manager calls me stating first of all that he was slightly unaware that he was meant to call me that day although, midway through the call acknowledges the e-mail (not at all sure what is going on at this point). The manager states that due to a system change the call I requested listening too isn't easy to find and it'll take some time to find which is fine, these things happen so, I request another call the following day for a simple update on the complaint, to which I receive an e-mail instead and no further correspondence. Four weeks later. I receive a letter through the post explaining that it's now being handled by the complaints department stating they've taken over my case however, they are now going to take some time to resolve the complaint. A bit irritated now, that it has taken over a month to get one call listened to. At no stage have I said I am not paying the outstanding balance, I just wanted to make sure that information I received was correct and if it wasn't then this then a different conversation. 2 days ago, I receive a letter saying that my complaint isn't upheld which is based on the information stated although, my initial complaint is more to do with the customer service provided as oppose to the information. As not only do I feel unvalued as a previous customer of theirs, I know feel like a victim due to lack of communication provided by the company. So I spoke to 2 advisers, 1 manager and had a 1 way conversation with a complaints women who just sent me letters. 08/10/2018 - I receive a call off a women asking if it is a good time to talk, I reply that I'm in work how long is it going to take? (The line was quite bad however, which she made clear with a patronised, uninterested and fed up tone of voice. Which says a lot about the workplace environment never mind the customer experience) She replies with 'I don't know how long it's gonna take, if it's not a good time call us back on this number' - I requested a call-back at 12:00, to which she replied no, if it's not a good time for you, you can just call us back when it is. To which I disconnected the phonecall as I am absolutely sick of the disgusting attitude received by employees of this company. Not only is it a shambolic complaints procedure and an unfriendly customer service team. It is by far the worst experience company I've ever had to deal with. Anyone looking to do business with them, please look elsewhere. It is definitively worth paying a little bit more for a company that will look after you as oppose to one that treats you like a criminal. They will find anyway to rob you of what they can, they're commercial bullies. They couldn't care less about the experience they provide customers with, they're more interested in having your money and that be that. I never write a negative review on a company however, this has been utterly the worst experience I have ever come across. Take my word, I wouldn't sign anyone up with such an unfriendly bunch of people. There are much better companies out there.