Breakdown in Service and Communication

I am extremely disappointed with the service I have received regarding my insurance policy.

I have been paying my premiums consistently for the past three years, and when I attempted to submit a claim yesterday, I was unexpectedly informed that my policy had lapsed. At no point did I receive any communication—no call, message, or email—advising me of this lapse.

I was further advised that someone from the retentions department would contact me yesterday to assist with reinstating my policy. However, it is now a new day and I have received no call, no update, and no feedback whatsoever.

This lack of communication and service is unacceptable, especially considering my loyalty as a paying customer over several years.