Atrocious service

My father passed away at the end of 2022. Trying to finalize his estate went reasonably smoothly. All the policies and related companies made payment within 2 weeks. Except Liberty Life , what a huge disappointment this company has proven to be.

On 08 March 2023 we provided Liberty Life with all the requested documentation required.

On 19 April (42 days later) we enquired (Tobile – Ref no: ***) why the policy has not been actioned and paid. We were informed that they forgot to hand the policy information to the claims department for payment. We were told that they will escalate this.

On 23 May (76 days later) I send an email to Liberty Life to enquire about the payment as no action has yet been taken. We received an email stating: "we are in the process of fulfilling your request and you will receive feedback from us shortly. We have implemented a full work-from-home strategy and have equipped our staff with the technology needed to continue to be of service to you."

It is now 191 days after we submitted all the documents required for payment. It is 115 days after they said they will get back to us "shortly". This is the last policy to be sorted in order to finalise and close my fathers estate. Not only is Liberty Life costing us money every month to keep the estate count open but it is causing our family frustration and grief in a period where we just want to finalise everything.

I ran out of options to get this company to action anything so I turned to HelloPeter. What a shock when I read the experience of so many other clients. It is clear that they are deliberately delaying payment or they are just completely ***********. Liberty Life should be reported to the financial conduct authority and financial ombudsman. Carte Blanche should really do a forensic investigation into this company. This company should not have a license to operate as a financial provider.