Pay out of Money Back Life Policy

Nearly 20 years ago I went through a divorce. In order to pay my ex-wife her half of the profit from our house, I extended the bond with ABSA. In order to do this ABSA required that I have a life policy, so I signed up for a small money back policy. Now, after more that 20 years, I have cancelled the policy and need the surrender value paid out to me. ABSA want a copy of my ex-wife's ID document, but she left the country and has moved multiple times and is now living in Australia. Fortunately, we have a good relationship and she was more than happy to assist. However, she cannot find her old SA ID document - we informed ABSA Life of this fact, and they contacted her directly and asked her to sign a document and attach a copy of her Australian ID - which is her Aussie drivers license. An ABSA life representative did all of this and then asked me to please send the documentation to the [Email Removed] email address for processing. These guys wont pay out because they don't have a copy of her ID ?? I have explained that in Australia, the use their Divers License as an ID - but the retentions department want a copy of her ID... Where to from here???