Double Standard and Nothing makes sense

My client left his employer and would like to continue with his medical aid membership in his private capacity with Discovery. I mailed Discovery asking for the relevant forms to do this. I am told sorry we cannot deal with you and send you a form. No personal info were requested. We merely asked for a form. We asked the employer and they gave us a form. We completed the form and now they are mailing me nonsense that they need the ID etc that are enclosed with a new form to be completed. I then call to ask pls explain to me as you are corresponding to me now but it does not make sense what you asking for and again I get told we cannot talk to you.

How do you guys want to do business and what is you issue. You have double standards. If you send the ****** correct form initially when i asked why do my client and I have to go through all this drama and incompetence???