This company are a nightmare - if you need to make a claim, they are impossible to get hold of.
The only direct contact is via a premium rate number and then you can only (eventually) speak to an "agent". They do not have authority to allow/disallow a claim.
If you ask to speak to a member of the management team or the complaints department, they refuse. They simply say they will send a message to the team via e-mail and you will be called back within 24 hours - THIS DOES NOT HAPPEN!
I have now been calling daily for the last week regarding a claim lodged 3 weeks ago, and get the same empty promise of a call back, but nothing happens.
Their promise of "48 hours claims process" only applies to an "accepted" claim, and the case never seems to reach that point?
I will now have to lodge a small claim via the county court or complain to the financial ombudsman.