Aflac – Lack of cooperation and accountability

Case worker Erika V disability claims. She cannot follow instruction, no matter how easy they are. Husband has Alzheimer's. I have full authority on acct. I have asked NUMEROUS times to contact me on my phone only. She argues. Why? It's a simple request. I need everything in writing. She argues that I don't. Why? Why bother having a customer portal then. I ask for letters when they need something. She argues that I do not. Why? Is it really that hard to send a letter? Her customer service skills are so awful I want to fire her. Maybe after she's offended enough persons the company will see this for what it is.