Outsurance needs to stop inconveniencing clients by living in the past

I need to both make an amendment to my policy, and resole a technical query with their website.

I logged into my online portal on their site, but this online portal is entirely pointless as you cant do anything on there, it just triggers an agent phoning you. The reason I'm trying to do it from the website is I cannot take the phone call. I jumped into the online help chat on the site, and though agent refused to budge on the stupid notion of phone only, they at least were helpful enough to schedule a specific time of call so I could arrange to loan a phone for that time period.

They then did not call at that time period. But even if I did have more reliable access to a phone, It is 2018 now, not the 1960s. Email isn't even new any-more there is really no need to still be inconveniencing clients via the phone. How will I send Screenshots of errors I get over a voice line, Must I spell out my new long email address that I need added to the profile and just hope the line is clear enough for the person on the end to hear it right and not put the wrong thing down. Why have to sit through a long complicated phone call for something that could be accomplished in 5 minutes with a 2 paragraph email.

In the past week I've dealt with many service providers to update records, and all were able to verify my identity over the email so I really don't see the point of insisting of using an archaic technology.