Sent in an estimate for the cost of a repair which has until today not even been picked up I have had to chase them for an update, they have had it two weeks, Then the employee asked me if the quote included VAT which i confirmed yes but as it wasn't detailed on the estimate I have to contact the repair company and get another estimate showing the cost net of VAT Then they said they will not pay the VAT until the work has been completed. So now I not only have to stand the excess (accepted) but also the VAT and then repeat the process to claim the VAT back my claim is for £300 net of the excess hardly an excessive claim ! I dread to think if you were claiming for a large amount what you would have to stump up in the first instance for VAT before getting it back BTW sit in a comfy chair when trying to contact them you are in for a long wait !! Rubbish