Impossible to speak to a human, forcing you to use live chat where you are sent through to multiple FAQ's, none of which are likely to answer your question, then when you type in 'Can I speak to a human please' you get put through to an agent instantly but never a claims agent, when you ask to be put through to a claims agent it takes over an hour to speak to someone (normally 10-15 in the queue at a time. I find it hard to believe they are able to have multiple agents to discuss other issues but only one available for claims which should be a priority. In addition to this claims can take up to 30 days to process which is just unacceptable when you're waiting to refund someone their money after your product has been damaged by a delivery driver. I also think it's bizarre you have to pay for insurance for the courier company to do their job and not break your package. I have been waiting nearly a week for my claim to be approved by a supervisor after I spoke to an agent who validated the claim and when I went back to the live chat I was told their managers are busy and have other responsibilities, I don't understand what other responsibilities they could possibly have. In addition to everything above my initial claim was rejected and I was told to provide more documents but not told which doocuments were required. I was told this through my account and no email was sent to me which means you have to keep checking your account. All in all really poor service and no apology offered for any of this. They don't seem to care about their customers or their reputation, I would recommend avoiding a company like this.