Had to make claim before Xmas. Asked for claim form by leaving message on ansaphone. Form never arrived so tried again and still no form. Gave the benefit of the doubt given the time of year and office probably closed. Then spoke to someone who assured me a form had been sent but would send another. Neither arrived. (All my contact details correct etc). Finally after fourth phone call I received a form. Time consuming and annoying. Felt like I was doing all the chasing and they were not particularly bothered, ie ‘well a form has gone out to you’. Was certainly a few weeks before I sent in my claim due to this delay and then the money took some time to come through or at least it was longer than I anticipated it would take.