I rang to renew a lapsed policy (7 days overdue) and spent nearly an hour on the phone. The first person put me through to renewals despite me saying the policy had lapsed and needed changes. I was on hold for about 5 or 10 minutes before Renewals answered. I then spent 15 minutes going in circles as the lady said she couldn't make any changes as the policy had lapsed. I explained I knew this and could she put me through to someone who could help. She then put me on hold while she went and spoke to her supervisor and eventually transferred me. I was then on hold for at least another 20 minutes. Once through to New Policy Sales, things were resolved quickly.