COMMENT | In the first article in this series, I mentioned a retired professor friend who complained to me that he could not get in touch with the customer service staff of his insurance company.

His problem is similar to mine. I also encountered problems with the auto-payments using a credit card.

The fact that his insurer and mine are two separate companies goes to show there is a trend I think Bank Negara should address so that insurance policies are not allowed to lapse.

The fact that we are on the auto-payment option shows we have the intention to pay the premiums promptly.

My own nightmare

The nightmare began after I changed to a new credit card. I had to complete a form for every policy which I sent to the insurance company’s customer service department...