I took out this phone insurance when I bought my new phone and recently decided to cancel it. Thinking I was going to get a run-around, I tried calling them in initiate the request. After the phone rang for about 10 seconds it was answered by a nice sounding lady in the UK who advised to send a letter. Before I posted the signed letter I emailled it to them as an attachment. About an hour later I recevied an email stating that the insurance had been cancelled with immediate effect. I have no affiliation with this company but think that they customer service was superb in this instance.