After being in a queue of 31 people and the previous 2 days the queue was in the high 20s I was already wound up! I was cancelling my car insurance due to me selling my car you think as my call was taken there would be an option the pay the balance on an automated line. If there was it was not obvious with the choices offered. Once I spoke to a call handler there seem to be first no apology for my call waiting time and he come over quite rushed in the pretence of officiency. I said I needed to pay the cancellation fee and rather say something like, Let me help you with that he just said... postcode, name, dob etc. He went off to check details but would have helped if he’d explained himself better. By the end of the call, perhaps as I was quite calm and friendly he did warm a little towards the end of the conversation. A bit more friendly approach at the beginning would have resulted in a better rating.