Not the best service to a loyal Absa client

Absa has always been good to us for years, but our recent experience has been somewhat challenging. We have app**** for a multiplan that was approved and understandable, a requested amended insurance schedule was required. We have done that and it was sent through on Friday last week. Today, in the afternoon, Absa got back that they now request the erf number on the insurance schedule which we are not even sure that it can be done, as the company works from a drop down list when the address is added. I advised my broker about Absa's request and has been advised that VERSMA's internet was down. I feel Absa is causing unnecessary delays which is resulting in our delayed payout. We have been with the same insurer since our home bond and with a previous application, the erf number was never requested to be on the documents.