Hard to deal with. No feedback.

I find it extremely difficult to have my issues resolved with this company. I have been trying to get information on penalties payable if I want to cancel my policy. I have made several calls (4) to the call centre, and each time I am promised that I will get a call back on the same day before close of business, but I am still waiting. Emails are going unanswered. The call centre advised me that the request has been escalated, but still nothing is happening. In March of 2020 I was told there is a penalty amount payable, and almost a year down the line, taking my premiums into consideration I have surpassed this amount a long time ago, so I should be able to cancel without any issues, but dealing with the call centre is a headache.