THE FIRST FEW WEEKS into a new year are always a little slow, but it seems Hollard Insurance’s employees have been on an extended holiday. I phoned last year (1 December, in fact) and spoke to what I assumed to be a very helpful call centre agent to cancel my policy. It’s easy to sign up over the phone, I figured, so why wouldn’t it be as easy to cancel? I was encouraged by the fact that my first impression was great: my call was quickly answered and the process smooth. Oh, these sneaky insurance agencies. Much to my surprise the debit order payment went off as usual in January. The agent warned me that would happen for December, because I’d cancelled on the first day of the month. But by January I should have been cut loose already. I phoned again and this time spoke to another friendly and efficient call centre agent, who informed me my query was logged but that nothing had been done about it yet. She said she’d speak to her supervisor, who would get on the case as soon as possible. And I have to admit I was fooled again. Four working days later and I still haven’t heard anything and have no idea whether I’ll be refunded for January’s debit.