No surprise here-poor service again

How is it possible that I only receive service from Outsurance after complaining? Is it so difficult to get it right before a complaint? I have been the contact person on my father's policy for years, all correspondence comes to me, debit order is from my bank account, I've been making changes on his policy for years. Today I'm told that I cannot make any changes unless I know his ID number, a number which I do not know of hand. So your policies/procedures have changed but you failed to inform me. Now the consultant wants to phone my father to confirm that I can make a change to his policy. If he's going to talk to you to confirm that, he might as well just make the change himself, right? Surely there's a reason why we went through the verification process years back to make me the contact person giving me the authority to make any changes on his behalf. Why are you not confirming my details if I'm the contact person? The team lead Cole advised your procedure changed on 01 August 2018. I received no communication regarding this. Is there a reason why I received no communication that going forward I need to have my fathers ID number when I call? Please have a look at the number of times I had to complain before getting matters resolved. Why is this the case? I have a very simple policy for myself and a very simple policy for my father, yet still 90% of the time I have issues getting things done with your consultants.