[claytonender]

As well as goverment departments, it is the same with lots of organisations. Insurance companies can put so many obstacles in your way. I had an horrendous time with Saga car insurance, but I would not take no for an answer and eventually sent a letter by recorded delivery to the MD home address. I got the home address by paying for a list of directors from Companies House. That letter finally got my claim sorted out after 7 months of be without a car, due to no fault of my own. I think their strategy is that if they make the procedure complicated most people will eventually give up.