Lapsed policy without written or verbal notice.

I wrote a complaint to ***, it has not been responded to. I called the customer service on *** twice and my calls have been cut. after holding on for 4 mins and 45 secs. I'm not trying to be petty here, I just need assistance. How does my policy lapse without getting communication? Thats all I want to know. Someone please call me on *** or email me on ***