The telephone waiting time is far too long. I had already gone through all the questions on line, but was asked them all again on the phone. Also I had previously downloaded the summary of terms for the policy, but there were gone over yet again on the phone. The fact that your staff have to spend so much time repeating what has already been declared and covered is extremely time-wasting and explains why it takes so long to get through on the phone. You really need to get much more efficient and eliminate all this repetition for both your and the customer's benefit. The e-mail was from LH5.