10 days to tell me they changed their claim form

Claim submitted 10 days ago. Received a message yesterday that documentation was missing. I called and spoke to a consultant who confirmed all my paperwork was in order and she escalated it. Received a message today that your claim form has changed. Why was this not communicate to me in the first place! So now we start the process again! All the information is the same, just a reworked claim form!