Stuck on identity verification for my claim - first time posting

My claim has been on hold for 12 weeks because the identity check will not accept my documents. I have been trying to stay organised about it. Nobody answers the phone. Do I need an appointment?

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.