I called to make some changes to my policy and was on hold forever. But when I called back, I called as a new member, they picked up immediately. So that's the only way you will get someone on the line. I had George from their dept. help me but instead he was rude and *** and he hung up on me. As a quality assurance director, he needs to resign. I had to call again (3rd time) to get to them. Wow, not sure anymore if I can trust this company. I would go elsewhere.