Why do away with email

My gripe with Outsurance is that they do not like customers to contact them by email. In my case I wanted to change from business to private policy during Covid only to find out later that Outsurance has 2 divisions private and business and Business will not let you go back to Private. They will mark you as private on their business policy which is still more expensive then moving to Private division. After Covid I reverted back to full business until 2 weeks ago. I had to fight with Business for them to connect me with Private. This necessitated the CANCELLATION of the business policy and OPINING UP a new one with Private. Yesterday I received an email, yes they email you but you can't email them back, FROM BUSINESS for a RE RATE notification for the new monthly premium. A simple email back would have solved the problem but NO they want you to contact them TELEPHONICALLY and have to waste phone time by by having to explain and convince the the person on the other side of the line what needs to be done.