**** to again...this is becoming the norm!

A few months back I called to make a change to my dads policy (on which I am the contact person) and was told unless they can verify his ID number I cannot make any changes. I logged a complaint since I'm the contact person and cannot be expected to know my dads ID no. This ID verification was done when I was made the contact person. Someone from Outsurance called to say that your consultants are not trained on your new procedure and as the main contact they should verify my details and not my fathers and I was allowed to make the changes to the policy. Today I call to get a re-rate letter reviewed and I go through the same process. They cannot assist until I verify my dads ID no. Eventually spoke to the third person, Veronica who was able to assist with me verifying his date of birth. So the person that called me after the previous complaint obviously **** . It's a big concern when insurance consultants lie and this is not the first time. I'd like feedback on why the person that called **** about consultants not being trained and about them needing to verify my details. Veronica Malebye needs some training on customer service as she's not capable of listening to a client, she feels the need to talk continuously. I asked her a simple question, "can she review the rerate or not", but instead of giving me a simple yes/no answer felt the need to waste my time and money(since it's my call). The only reason I stay with Outsurance is because it's too much of an effort to change to another insurer. Almost every interaction I've had has been unpleasant and led to a complaint. If someone is going to call me with more lies, please don't.