No sense at all.....

I have a client that has an existing contract with Discovery Life. I mailed a letter of authority and informed them that his occupation changed and we would like a quote to adjust the occupation and some of the benefits. I received the quote.....I had a consultation with the client and he requested that we request another quote for alternative option on his existing cover. Now I get a mail back from a Nonkululeko Khumalo stating - Please note that we require a signed letter from the client requesting to adjust the quote - now my question is how???? Why was I able to get a quote initially without this and now this requirements? Do you want to keep the business or must I find him alterative cover elsewhere?