Bad services

A simple application of a loan against my policy has become yet another nightmare for as metropolitan stuff are busy requesting things I have clarified.I was hijacked earlier last month ,I lost a lot of my personal belongings such as my smart id , cellphones,bank cards,driver licence etc.I was able to apply for new bank card using my old green id book.When I app**** for this loan I went straight to a Kempton park branch where a consultant by the name Nomsa assisted me.I had my marriage certificate attached with all other documents because I had previously changed my surname,and since I knew I will be using my old id with my ****en name.To this day I'm still waiting,just today I received an email requesting that I apply for a temporary id.I don't have the financial means to do that hence I'm requesting a loan.If I had money I won't be in this situation.when times are hard and you think you can rely on something that thing becomes a nightmare is what I'm witnessing right now.If the policy allowed I would request a full surrender especially since this is not the first incident where it becomes hard to make a claim with the business.