This is the worst customer service that I have ever encountered. I have spoken to a number of their representatives who are happier to open a complaint than they are to actually resolve a problem. It seems that the address in the claim form (which as I checked today, 20/1/15) is incorrect and so my forms have been posted to the wrong place. A very convenient smokescreen to delay payment, and although the "colleague" that I spoke to - at length - today sounded shocked to hear about that error, he did, in the next breath, assure me that they are doing everything that they can to resolve that issue. Hmm... All of them give a different story, none are prepared to do anything even close to what I would describe "customer service". Hopeless. Ombudsman it is, and maybe Watchdog? These folk don't deserve anyone's business.