I have just signed up so im quite new,so all i can base my review on is my initial call centre experience whilst signing up, and my policy schedule in comparison to my previous policy

I have just signed up so im quite new,so all i can base my review on is my initial call centre experience whilst signing up, and my policy schedule in comparison to my previous policy.I spent over an hour on the line with the agent,quite a lengthy call o I'd say, but needed in order to get clarity.However on a competitive scale the excess is quite hire,even to the extent that one would not opt to claim....leaving me asking myself is that the reason/motivation for the high excess.