Andy, how do you know you will be on the phone a long time, have you rung the number?
It's almost impossible to get through to anyone these days and I suspect (although I don't know for sure) that you would be given options i.e do you require a paper form press a certain number then you may be asked to say your access code and then the form would be sent to you.
I don't know any of this for sure, but it could be a possibility.
At least they are taking into account that not everyone has access to the internet.