Stuck on identity verification for my claim after 15 years as a bank teller

I was asked to verify my identity and the site keeps rejecting my photo ID. It has been a long 23 weeks. Nobody answers the phone. Can another ID be used?

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

Write down the date and reference number each time you try. They asked for it when I finally got through.