Another delayed claim decision!

A claim was lodged with Liberty as per the prescribed method. The formal feedback was due by COB on 11/03/2016 from the claims assessors. Liberty has yet again failed to meet their defined turnaround times for their service offering. This is not my first personal experience with these delays. Every claim I've had with the company has been delayed due to their failure to meet their turnaround times. I have to escalate and complain every time before they actually action and finalise my process. The call center is also unable to assist. This morning yet another escalation email was sent to the claims assessors, but they need 48 hours to get a response from them.