Call handled by very polite, knowledgeable woman. The process was painless but I did find the "home emergency" cover expensive so I declined it. If you really are committed to delivering excellent customer service, here are a couple of essential points that you need to adopt: (a) upon renewal, provide "best quote, first time" to cut out all this unnecessary haggling which you must understand that the majority of your customers dislike. (b) introduce an industry standard template listing cover details so it is easy for customers to compare one provider with another.