Friend's PIP Renewal Forms Not Arrived

Hi All
I'm helping a friend who isn't online with her PIP renewal. She phoned the PIP inquiry line this afternoon, having been previously told that her renewal form had been sent out on 10th Feb and that it would take 7-10 days, telling them that it hadn't turned up. She was told to leave it until 28th February; then, if it still hadn't arrived they would 're-issue it' and send her a new form. Is this a bit of 'creative-speak' from the DWP, or will they actually issue a second set of forms if the first one still doesn't turn up? She suffers from PTSD and her anxiety is going through the roof about this.
Many thanks

Many thanks, Gordon. I'll pass that onto her once I can get her to calm down sufficiently and we'll take it from there.
Pen.

Hi All
The PIP AR1 form arrived today, ten days from when it was sent. My friend is now panicking about the amount of detail to go into and sending evidence that is more than the two years old. Her inclination is to send them all evidence that is persuasive to her case, both the latest x-ray results and much earlier material that is still relevant. How have other members found this approach?
Thanks in advance. Pen.