"We were hit by a third party in April 2023. Whilst the claim and repair process was completed by July we needed confirmation that this was a no-fault claim for our classic car insurance renewal. Despite many calls and emails we never got a response from their claims department. We complained and eventually had an apology and told compensation would be paid to us. However, we then got an email saying they were unable to pay this to the original card and requesting new details. Contacting them with the alternative card details was again difficult - telephone queues and unanswered emails - but eventually we got through and the compensation was paid. As part of this process we complained about the contact difficulties and they offered some more compensation. Great but we then got the same email saying they couldn't refund to the original card... completely ignoring the updated information we'd given them. Now nearly 12 months later, whilst the third party settled back in December, the claim is still showing as open and we're waiting on yet another promised response to confirm no-fault. In summary very frustrating to deal with and very, very poor customer service."