Stuck on identity verification for my claim - first time posting

My claim has been on hold for 14 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?

What worked for me was going to the local workforce centre, where staff helped with the verification. It took about an hour.

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