H19, I avoid them like the plague after having my shared apartment broken into abroad, myself and my firends policies (with the same insurer) were underwritten by them. We both had exactly the same circumstances, evidence and proof, yet they paid her out and not me! When we called to ask why they said they couldn't discuss each other's cases, and offered me the complaints procedure! By this point, 3 months after she'd been paid and I was still sending them info, I gave up!!!