What is the purpose of the "chat online" if you cannot assist and I have to call?

<p>I am quite annoyed at this moment, I just realized that I was overdebited last month for my cellphone insurance, So i decide to try and use their website to log a complaint, I am asked the normal security questions then after that am told I cannot be assisted and I need to call the "standalone line" which makes no sense to me, is my insurance not covered by First for Women? why should i call when other policy holders can get assisted online. What is really aggravating me is that it is their error and now I have to run after them...... My advise to them is to expand the chat service to help all their customers or just deativate it if they cannot.</p>