Annuity Fund / poor customer services

I started applying for my late fathers policy claim 2021 . We sent all the request documents of me & my siblings. All the divorce degrees & court orders since it was a complicated case. Even now when I ask for feedback I get different responses from each & every consultant. I tried going to the offices several times but still couldn’t get help I was told to resend certain documents, I did but no straight feedback at all . I called several times I was told the claim was escalated to the mangers office & I will receive a call but till today I didn’t. It’s been 2 full years now since I started claiming but there’s no way forward. I recently got an email from an unknown person from liberty that i should start afresh with the claim . Liberty is not organised .