I received my insurance documents and was concerned that accumulated damage by my pets would not be covered (contrary to what the salesperson told me) so I decided to cancel my insurance. The insurance document states to return to the store where the purchase was made, and I would receive a refund for the insurance. I did this around October 1. Store: we never give refunds, you'll have to ring the insurance company on this number. Insurance company: impossible to speak to a person, you get stuck in a loop. Return to store. Why do you want to cancel? (I explained) They try, they get the same. Eventually (I think I was there an hour) someone called Sai rang Sofology customer services and passed me on. Sofology: Why do you want to cancel (I explained) ok, we will get someone to ring you to arrange the refund. I left. After 10 minutes or so, the phone rang. Hurrah, I thought . Sofology: Why do you want to cancel (I explained) Oh, I can't refund you. End of call. At home, I completed the cancel my insurance section in my my sofology account, no acknowledgment in any shape or form. I waited until October 7th, then rang Sofology. Sofology: Why do you want to cancel? (I explained). Yes, I will arrange for the refund, someone will ring you. 13 minutes on the phone. I waited until October 12th, then rang Sofology. Sofology: Why do you want to cancel? (I explained) yes, you will receive a refund within 10-14 days. 12 minutes on the phone. I waited until yesterday. Rang sofology. Sofology: Why do you want to cancel? Me: I'm not discussing that again. I have a right to cancel, where is my payment? (Put on hold, this call was 26 minutes long) Sofology: There's been a delay, I don't know why, but it should (I did note the word should, rather than will) be with you within ten days. I'm now getting emails saying my claim is resolved, it certainly isn't. The only phone call I have received from Sofology is to persuade me not to cancel my insurance. I have spent over 2 hours over the course of a month, so far, to get £144 refunded, when it took 30 seconds for Sofology to take over £1000 from my account. Why the store that took the payment cant issue a refund, I have no idea. This is absolutely appalling service.