I originally moved one of my cars insurance policy to Privilege a couple of years ago and the my second for simplicity. Unfortunately in the last 18 months the customer service has become a little challenging just on the basic premise of getting details of insurance contracts or policy details and I am starting to continually find they are highly in-competitive in the vehicles that I have changed too. As many insurance businesses now have on-line document depositories they are defaulting to these rather than send actual bits of paper, or view in this case an email with documents attached. Now I have realised today that I didn't actually have this details so requested it be emailed which I was assured it would be within 4 hours maximum, but I also highlighted that having looked at the online document depository that this was vacant of any actual policy, although I was told this was in place so the email evidence would have been fine however no real explanation as why to why this was devoid of any info even though I have used this facility before and my password still functional allowing me access. In not having received anything after 5 hours once again I was a little concerned and chased to be informed that the back office was busy and this could take between 30mins and 4 hours which had already past in my case. Additionally the individual that I discussed this with became a little defensive indicating the a special pin number was required for access to policies when I highlighted this aspect but then no real reason why I could actually access the online portals but they had nothing in them. Additionally I was told through the verbatim script that must be handed out that she would request again and this could take up to 4 hours before I received emailed documents, which is odd as I had already made this request 5 hours previously through one of her colleagues, so in essence if I actually receive the documents this could be up to 9 hours. IF! The is the second time I have been disappointed with Privilege in less than 12 months I would advise that you avoid them and I await to actually see if I get the documents that I have actually requested on three occasions now. 1) Original 2) Request earlier today and 3) Re-request. As an aside my other insurance company emailed directly and within 10 mins. Its great that Privilege are so busy that they might have to take up to 4 hours to provide existing client info, it makes you feel truly valued as a customer! Hold the Press! - in having just typed this I have suddenly received details how odd that it has just come through now, I am not naturally cynical but it might make you think. These are just my experiences others may be different.