LB6. My car ins lapsed as my payment failed. I was held in a queue for 10 mins but the recorded messages clearly and accurately informed me of how long my wait would be. The phone lines are listed as closing at 17:30 and my call was answered after this time and my query fully dealt with by 18:00. When my call was transferred the reason was explained and I was not left hanging on the line. The final agent was clear and swift in her questions. I was not happy that I was not made aware that my policy had lapsed. She remedied this as quickly as was possible and was professional in her approach.