I sent a claim 3 weeks ago and have not been paid out yet. I called up the customer service and the agent explained they are now assessing claims they received on 12th February and he couldn't tell me how long more it's gonna take for me. I claimed 3 times in the last four years and they always paid out in about a week (they aim between 7 and 10 days). It seems there was a system glitch in December which has affected the processing time but I don't want to hear excuses.

In the meantime I also received a new policy letter, which has increased by £250 pa compared to two years ago. So It's time to consider a switch.