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I am sorry to hear about your situation.
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It is likely your terms and conditions of your policy states you need to cooperate with your insurer when claim matters arises. Therefore by refusing the video call it could argued you are not cooperative and could result in your policy being cancelled. That said if you have good reason for your refusal especially during the pandemic am sure you and the insurer can consider alternative methods to undertake the interview in question. Other methods could be a telephone interview or a home visit to discuss the matter.
I hope I have clarified the position if not please let me know.
Thanks and stay safe.
You can ask for the questionnaire option and hopefully your insurer accepts your suggestion.
Ok hopefully when you mentio such concerns to them they will agree to your suggestion.
I hope I have clarified the position.
You either accept or raise a complaint on why you do not want it.
However you will need to give great reasons why you don't want a video interview where you can make your own notes during the interview.
Like I said if your insurer believe you are not cooperating you run the risk of having your policy cancelled.
Does your terms and conditions of the policy state anything about cooperation?
That said I suggest you relay your concerns on why video call is not suitable to your insurer. Once they provide a response you can then consider the next move.
Thank you again for visiting JustAnswer, please let me know if you need me to clarify the answer given.
Thanks and stay safe