Call centre is always 'experiencing a higher than normal volume of calls'. Emails 'we aim to be in touch within 5 working days' never get answered. If your claim is not straightforward and there is a dispute over who is to blame expect to have to do all the running around and phone them every week for a progress report or resolution. I sent a video to them to prove the other driver was at fault. It wasn't until l phoned to check the situation after 6 weeks that they told me 'the other insurance company say they haven't received the copy we sent them. We'll send another'. They are not in the least bit proactive in my experience.