PIP review form and evidence given to Tribunal

He's being told that he has to phone the new claims contact telephone number. Is that correct?

As he suffers from anxiety and depression he is worrying about making the phone call and making a mistake. Thank you

My friend contacted DWP again and was told he has to make a new claim, a few phone calls later - one of the call handlers asked him... did you appeal the decision - yes so then they will not renew - insist on a new claim. The award letter made no reference to this. Is there a way to challenge them on this?
I will also make a FOI request on number of claims being forced to make new applications etc as feels like a slap on the wrist from the DWP.
Thank you