AF documentation is on line so its quick and easy just log on and the docs are there. The call centre is no better are worse than other's I have used. Call centre Agents have a hard time I know its what they are paid for but generally I feel they are trying to help. After receiving a renewal quote of £3500 from another provider post thefts. AF came up with a policy similar to the one i had for £1200
Despite receiving emails from an insurance company I was moving from, AF insisted the insurance and therefore NCD was being used on another vehicle!
When AF finally agreed they were wrong, no explanation and not a hint of an apology!
One of the worst companies I have ever had the misfortune to have dealt with.
As with a lot of companies, they are okay while everything is going along smoothly, but the test is when the sh*t hits the fan.
I had a not at fault claim for which Adrian Flux increased my premium as I though at the time the claim was still being processed and not settled, but in fact the case was closed before my renewal was due.
They also increased my wife's premium on her car as she was a named driver on my policy.
After a few months of phone calls and not having the case file to hand, with the usual ring back and the person who is dealing with it is not in the office today, I was finally informed that the case was agreed as a no fault claim before my renewal was due, so I wanted a refund for the increased amount we had been charged on both policies.
To cut a long story short, it took neatly a year of being fobbed off with excuses and they only paid up when I threatens them with the ombudsman.