I believe the other thread was closed off, because someone with a gripe about Ecar posted comments, which were well outside the rules of the forum. The person concerned has also posted elsewhere and had to post a retraction, even though the derogatory post had been removed.
Just to make a general point. Companies that are principally or only 'online', do appear to have the same problems. If they obtain a certain level of business, they don't appear to have the resources to deal with it. It is great that they offer very competitive premiums, but then customers may have to accept that they won't enjoy the same level of customer service that they might obtain from companies that have many more staff. Good advice to make sure any important documents are sent to Insurers by recorded delivery.