****** TWO MOUNTAINS

Guys please help me i am very disappointed really i dont understand two mountains anymore what they want from me... First i logged a claim in August and its not being paid to date.. Second they said i should send them a copy of smartcard not the green barcode ID of which i told them that the smartcard is lost that is why we are giving them the old ID book because we only have an uncertified copy of smartcard. Third they advise me go to police station and tell them my story maybe they can help, of which i did and they certified the copy after they ask me to produce the old ID book, dearth certificate, BI, Burial order ect.. Fourth police they told me to also make an affidavit because the smartcard is lost but the deceased does have the old green barcode ID book , Fifth i just send the certified copy to Two mountains last week and the branch which i belong to Marabastaad called me today to say that they also want the back side of that smartcard of which we discussed these for the past three months that i have a only the front copy of the smartcard and the original old green barcode ID book. I only have two question for Two mountains....(1) WHY THEY ADVISED ME TO GO TO POLICE STATION..? (2) WHERE THE **** AM I GOING TO GET THE SMARTCARD FROM BECAUSE IT WAS LOST...? Hellopeter please help!!!