Cancel claims made by emails

After countless emails trying to claim from Metropolitan,I still got nowhere.I had to go all the way to their branch to claim.When I enquired I was told that usually claims made by emails are impossible to printout.My question is Why keep a method of claim that is clearly not working and wasting our time as clients.

Worst part is their consultants,I was sent an email claiming that the policy number is incorrect because it belongs to my young brother.The same policy number I used today,are the systems showing less information I wonder.Once again I'm disappointed at their service.I prefer a transparent and straight forward system.