Bad experience with Outsurance. They are not helpful

I having a builder's all risk policy since Feb 2022. Due to the Variation order, I have to increase contract value and extend completion period.

I have contact them and send Variation order, quoation etc they said they can't proceed as they need bill of quantities? What the heck ? I have signed VO and I have received payment thus contract amount has increased. Why they can't proceed change of policy and why they make things difficult?

And also call center agent not professional nor kind. I am not asking for free. They just need to get me quotation for increased value and extended time. Is that so difficult??