Bad Service

My father passed away and documentation was submitted to Liberty to pay out the life policy, I have forgot to attach a document, 10 days passed and only when I queried the payment I was told to send the notice of death, why does it take Liberty 10 days to let me know I did not attach the document, this is not good service at all. it is hard enough to loose a parent and then I need to struggle to with Liberty due to bad service. Seriously, my dad paid for how many years and when it comes to the payout, then there is always issues, waiting 10 working days for a payout is ridiculous !!!!