BG has given a very good run down!!

PZ I know the staff at your local office and there are some super friendly, helpful people there - they should be able to give you some rates charts and lots of information if you go in to see them. They won't put you on the phone unless you actually need to make a claim - it is absolutely not their process to put you on the phone to make a general enquiry. Alternatively, I'm at the next closest office to you and we have some amazing staff if you ever need to come in and see someone face to face. Avoid the next two weeks if you can - they will be absolutely flat out processing new claims up until Christmas and catching up on other stuff the week after.

xxx