Stuck on identity verification for my claim - 10 months and counting

I do not have a current driver's licence and they want one. It has been a long 26 weeks. I tried the online option twice and the app crashed. Do I need an appointment?

Check the list of accepted documents on the official site. Mine included things I did not expect, like a passport card.

Try a different device and good lighting for the photo. My first three failed because of glare.