I used to be very happy with them. However they seem to have passed on their travel claims to a third party that is putting forward pretty unreasonable requests (detail below) and that made me wait 20 mins to speak to the right person. (I had to list all that was in the bag that was delayed, inc value, when I bought it, where, what proof of purchase I have, etc. I am not claiming for lost contents, only expenses for basic items!! Also they asked for the airport baggage department to confirm 'in writing' the number of hours between they lost the bad and when I got it back... The whole thing has taken hours to compile and a 40 mins call. Def not worth the £200!)