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Thank you for renewing your policy with us and leaving feedback. Following our telephone conversation, it appears there was some confusion over what was charged for and what we managed to include for you. I can confirm that you have not been charged for No Claims Bonus protection or Glass cover. There is an excess of £75.00 payable should the glass need replacing but no charge for the cover. As standard with fully comprehensive cover, a licensed replacement vehicle will be provided in a non fault accident (providing the Third Party accepts the liability straight away) for the period of repair. In addition we can provide a licensed replacement vehicle for up to 14 days in the event of a fault claim or if the liability is disputed by the Third Party but unfortunately this has to be charged separately and is the only charge other than the main policy. In regards to the interest charges for paying over Direct Debit, the deal is the same as last year and a charge will always be applied when paying over these terms with all brokers. We regularly carry out market research and have found this to be in line with our competitors. I trust our conversation has cleared this up, however if you need anything further please let me know. Sam Simpkins Renewals Team Leader

Thank you for renewing your policy with us and for leaving feedback regarding our service and the product. We take all feedback seriously and considering yours are of a negative nature, I have taken the time to investigate them further. As a broker at the point of renewal we will search our panel of insurers to make sure the price offered from your current provider is the most competitive for the level of cover your require. A cheaper alternative was found and your policy was renewed on 22/01/2016. We were contacted by your new provider shortly after inception as they have previously Insured you and refused to offer Renewal terms. Unfortunately, they did not wish to continue cover due to previous issues and wanted the policy cancelled, charging you only for the time on cover. I can see you feel the process took longer than which is desired but the issues that caused the cancellation had to be investigated to ensure we were able to place cover somewhere else and not get the same issues. We done everything we could in our power to speed up return premiums and agree terms with your new provider. In this case, the company with the cheapest price were not willing to offer you cover, we gave you the option to search around other brokers or set up with the cheapest alternative we have on our panel and you have decided to stay with us. I feel we acted as best we could under the circumstances and shown we have tried to find alternatives rather than say we cannot help, unfortunately this has resulted in a higher premium but not due to our actions. I wish you all the best for this year and we will again try our best to improve your deal next year. If you have any further queries then please do not hesitate to contact the office. Harry McLoughlin Renewals Team Leader