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Customer service is simply awful. When I had to make a claim, I had to phone them to intiate anything being done - and that meant 20 mins of call waiting everytime (and there were a LOT of phone calls).
If you have opted for courtesy car if you car is out of action - be prepared for the most rude and obnoxious customer service reps (albany assisatnce part of their parent company admiral). On one occasion I phoned to ask when my car would arrive, Bell had not informed them I should recieve a car so they hung up - which left me having to contact Bell (again) and wait several days for the paper work to be completed, then chasing (again) for the car to be sent out - this was pretty indicative of the customer service in general...
They may be cheap, but if you are unfortunate enough for anything to go wrong you will spend literally hours and hours on the phone. Worse insurance I have ever had and I will never use Bell or Admiral group again!!