The terms & conditions state you will be sent a renewal notice informing you of the charge and renewal date. What happens if you don't receive a renewal notice... you are only aware your policy has been renewed when you see they have taken the money out of your bank account.
If you call and ask why you were not notified they will tell you a renewal notice was sent by post and yet when I asked the customer service rep he said they can not prove this, at this point you have two choices except the fact they have taken a sum of money for another years service which you did not want or let them take a £20 'admin fee' to cancel and refund the rest of the renewal fee.
The automatic renewal process is in place for all those that purchase membership online, you enter your details including address, telephone number and an email address and yet despite sending you regular emails trying to upsell more services, calling on a regular basis again trying to push more services they do not send you an email or call you to remind you that your membership is due for renewal.
My only conculsion from this is they will benefit if you do not wish to renew your policy by £20. To add insult to injury the automatic renewal fee was £49, new customers can sign up online and receive the same cover for £28.... so where is the existing customer loyalty.