I spoke to Moira in customer service this morning. She was beyond unhelpful, and unapologetically so. I was querying my insurance renewal which had renewed automatically, and I was hoping to talk to someone to see if anything could be done. When I asked for advice, she was sarcastic and bluntly definitive in her answer that I would just have to sort it myself online, giving me minimal answers. When I asked if it would be possible to speak to someone who could assist me with querying my renewal over the phone, she put me on hold and came back to say that the sales team were refusing to take my call because I already had an active policy.. I still don't understand this. Moiras poor attitude and complete lack of interest in helping me, actually prompted me to want to cancel the policy altogether. I asked her who I could speak with to I cancel my policy, and she still refused to put me through to another line and told me I would have to do this online and then call them back. I don't understand why she could not transfer me to the correct team, since hanging up and calling back seems counter-intuitive to me, when I was already connected to someone.. I said to her that that's not really great customer service and seems a bit messy, considering I'm already connected after having been on hold for about 10 minutes waiting to get through, and now she's asking me to hang up and call back again - she contradicted me and told me "to be honest I wouldn't find it messy". Anyway, I was going to stay with Liberty insurance and renew my policy with you, but Moira's unnecessarily poor attitude resulted in my not wanting to hand over my hard-earned money to a company with such poor customer service. I found a better quote with Zurich. Empathy, understanding and helpfulness goes a long way. Even if there's nothing that can be done, or a customer cannot be helped, a helpful tone and willingness to be empathetic can make all the difference.