The contact for the claim with the company was largely through the online chat service due to covid19. We submitted details but then after claim was approved we were told the bank details were incorrect. So we submitted them again, waited a week, no payment, so re contacted the compony. We were again told the bank details were wrong, they were not on any occasion. We then submitted them again and were sent an email inviting us to set up a direct debit that would enable a renewal next year. We re contacted the compony to explain we had now on three occasions submitted bank details for the claim so would not be authorising a direct debit mandate. We subsequently had the money paid into our account about a week later. I don't know if this was stalling by the compony or a genuine issue, the staff dealt with were always friendly polite and appeared eager to help. The matter was eventually resolved.