Unsatisfied client

If i could leave a zero star rating i would because no words can describe my frustration right now. I submitted my claim forms almost two months ago, they came back to say bank verification failed and as a result my claim was declined and i need to submit a certified copy of my ID as well as a bank confirmation letter. I did that within two days and almost a month later i am still fighting to get my money. After numerous calls to the call center, i am told that i need to complete a bank change letter and resubmit the very same documents i submitted(ID and bank confirmation) At this point i am furious because no one is able to explain to me why i need to complete a bank change letter as i did not change my banking details. The very same banking details that my previous employer used to pay my salary is the very same banking details which i indicated on my claim and also submitted a proof of when they declined my claim. The call center agents put you on hold for long period until your airtime runs out, or they would say they would get back to you and never do. I just want to understand what exactly it is that i need to do to get my money. I dont have the strength to fight with Alexander Forbes anymore.