Stuck on identity verification for my claim - any advice?

My claim has been on hold for 21 weeks because the identity check will not accept my documents. This is my first time dealing with any of this. Nobody answers the phone. Can another ID be used?

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

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