Why couldn't they fix this with a phone call? So much suckage. Mental note 1: Verify whether I can file a claim over the phone before I give a travel insurance

Why couldn't they fix this with a phone call? So much suckage. Mental note 1: Verify whether I can file a claim over the phone before I give a travel insurance company my money. Mental note 2: Don't travel without being able to VPN through a U.S. endpoint. Preferably something sitting in my house.