Provided you are talking about your Insteon Hub account, not your bank account, and you called them asking for help, that sounds legitimate to me. That lets them help you, and it also ensures they canít make any further changes to your account after your call.
What is it that you are concerned about? Did you expect a different procedure?
They don't have access to your account like that which is why they asked you to do what you did. Not trying to be smart but you called them for help. They were trying to assist you in the best way possible
The only other ways: 1- Support remotes in to your desktop, and you provide access to the desktop and the Hub 2- The manufacture has a backdoor into your devices 3- you ship the device to them and they ship it back to you
Out of these options, I prefer the option that you change the password before letting support in, and changing the password again after the support issue is complete- preferably to a net new password that is not reused with other accounts.