Unhappy with service

This is my last resort. I've been holding for innovation group since 9 am this morning 26 March 2017. What a nightmare. My car has just broke and mechanic sent us a quote. We called innovation group to submit the claim and an advisor told us that our policy is on hold due to a missing payment December 2016. They apparently called us in January 2017 to advise and received no answer. The no answer was due to us not being in the country,they didn't try again. Subsequently all payments for 2017 was paid , during 2017 no contact was made with us to advise of the missing payment. Which I find disturbing , as you accepting all my payments . Was the plan then to wait till we claim...is that how they do business. So now I have a car at the mechanic that needs to be fixed and I need them to advise how it's going to be done. I'm not calling them again , their telephone system and waiting time is pathetic I expect my situation resolved asap