Am having exactly the same problems as earlier posts in addition they apparently lost the bike for 6 weeks. they have been taking money for a excess insurance policy which I'm sure is probably a scam in the first place...then they denied that I had this and sent me a payment schedule which shows that I'm paying £10 less than I actually am and my bank statements prove this! (can't say if this is a doctored certificate or a genuine admin error) but anyway they are refusing to pay out against it...when you phone you get lie after lie but can't actually speak to the person dealing directly with it...worst company ever dealt with been going on since July and is now with the ombudsman who unfortunately doesn't seem to be doing a lot of onbudsmaning...got 7 days before I take them to court....should look at a class action I reckon