Please assist me

I have made a claim and for the past 4 months they keep on asking me to resend documents that I have sent to them they even said I should get a new ID which I did. After they've received it they sent an email to confirm that they've received it and even called me to say that they are processing and that I would receive my claim within 7 working days, 4 working days later they now want a letter for water and lights. I really need help