Metropolitan Investments not paying claims

Logged a claim to get an amount from my investment. I was never informed of all documents to submit at the branch.I was told that they want my marriage certificate but I am a man and my surname never changed?How does my investment have to do with my marital status? I sent them an ID the same day I sent the forms and I was never told that the ID must be certified and I opened my policy using the same ID. This is ridiculous, it has been more than a week now. Is this how you treat your clients? The ID that I app**** with is not enough now. Are documents not saved on the clients profile?