Have seen similar issues with ebike on another forum I am a member of, very frustrating.
I've been with Carole Nash for about 10 years now - 5 bikes (from 35 year old X7 to Guzzi Griso and a couple of Gixers thrown in), £300 fully comp with breakdown cover. I do shop around each year but getting hard and harder to find someone who will cover more than a couple of bikes and I'm ok with £300 for all the bikes. Never claimed so can't comment on that aspect although I do know a couple of other CN users who have and all went ok. Customer service has been good with (most times) talking to someone who seems to know what a bike is. Good luck
