CLAIM DELAYING TACTICS/POOR SERVICE

I'm so disappointed and fade up of Liberty Life with their delaying tactics as I'm assisting my mother in claiming for my late brother's Life Cover Policy. Three months back we lodged a claim and provided all the documents they requested from my mother including a letter of authority from court, my mother is a beneficiary, a guardian of my late brother's daughter and my brother divorced many years ago, Liberty Life requested an Affidavit stating that my mother is living and supporting the child and a Divorce Certificate which we provided together with Claim documents. Suddenly after three months we lodged a claim they sent an email requesting a letter from the social workers confirming that the deceased`s mother is the minor child`s guardian. My question is that why you didn't request that letter at the first place when we were reporting our matter, that mean you have *********** Consultants. My mother is very old to run up and down because of your poor service and I'm the only one to assist her with all the paperwork and it's pains me because sometimes I'm working far from home. I won't recommend Liberty Life Insurance to any one close to me or my colleagues, they don't care about their clients, they only enjoy your premium deductions. Please stay away from them, they're a waste of time!