Without getting involved in a discussion on the actual cover etc., I would have to ask why you would persevere?? If you can't get simple answers to your queries when you are considering taking out a policy, how much confidence would you have that claims would be paid promptly should you suffer a loss? Policy conditions and premiums are important, but service levels are (or should be) paramount. Personally, with anything, I would never deal with a company that can't provide pre-sale service, as the after-sale service is likely to be even worse.