I have been also a loyal customer for 15 years, but they have no loyalty or concern for their clients. I have had a total loss claim (non fault) they refer you to an accident management company (Incident Management Solutions)who deal with this in an unprofessional and uncommunicative manner, they lie that they try and get the best deal for you from the 3rd party as all they do is paper pushing, they are not out to get you the best for your vehicle 27K vehicle offered 15K and this was not the 3rd party offer but the accident management company working on my behalf and said they will not try and get anymore for me even with evidence Thanks a lot, money for old rope ...... I'm am now dealing with the third party myself and getting somewhere 4 weeks down the line.... wonder if they will pay me for doing this ... doubt it !!!!