ESA Claim gone wrong - Rapid re-claim for some reason?

My dad was refused ESA on the tribunal hearing for having less points. We were told he can possibily put a fresh claim in since the last claim was last year. Decided to put a new claim in, however, they sent a letter stating they want proof of birth and some further information by phone, and yet my dad is over 70 yrs old, he does not have his birth certificate, we received a letter to confirm what they had said on the phone, on the letter it states rapid re-claim and the women on the phone said the new application will go the tribunal? we have no clue whats going on?

tried phoning again, on hold for 50 mins, and the guy on the phone had no clue what to do? does anyone else have any ideas of what to do, if not we may have to pay a trip to citizens advice bureau...