Peter, I detect a tad of cynicism, no doubt, but each to their own :-)
I'm not talking about insurance agents, I'm talking about ringing the company direct. I too still have to ring and/or email insurance companies even thought I no longer work in a claims department, and I've never yet encountered the responses which you describe - far from it, I've had a lot of help. Certainly never anyone talking in text speak - I did know what you meant, but it's not my experience at all!