Confirmed I had a valid claim after my bike was stolen. Then realised they had also sold me an excess protect policy and would have to pay out £850 and not the £75 they thought. Once they realised this they decided that my claim was not valid - but refused to give any reason for their change of heart. This was after over three months of chasing them. In that six months I spoke to them on roughly 20 occasions. On 6 occasions I was promised a call back which never materialised. I only found out they had 'decided' my claim was not valid when the email that they promised to send with details of how my claim would be progressed now that it was 'valid' did not arrive and had to ring them to find out why. Additionally I then complained and received a letter stating that they would be in touch to resolve my claim within 4 weeks. After 5 weeks of no contact they left me a voicemail asking if my claim had been resolved, which was a odd question given that they had not made any effort to contact me before then. When I rang them to state that is had not been resolved they told me they did not intend to try and resolve it and would not discuss it any further with me. I am currently deciding whether to pursue via the obudsman or via legal action. I'm more minded to go the legal route as I'd quite like to look at a punitive punishment. They are nothing more than immoral cowboys - run a mile.