Claiming problem

Highly Dissapointed by the Serilvice and handling of sensitive cases of the deceased by Liberty Group in their policy department..... My sister passed away in late 2014 and only this year we received a letter from liberty about a policy that was opened by my late sister with this company, my mother received it and it noted that she left a policy which we must claim and receive the money, my mother then went to liberty offices with relavant documents to claim and the matter was captured and said she will receive money in her account from her late daughter's policy in a period of 4 to 5 days... It then passed the date and nothing was deposited she further went back and was told she needed to go to court to get a letter and she did so only to be turned back again saying she still needs more supporting documents ... When the matter was escalated it resulted in us not getting help and my mother is over 60 years she has done many trips back and forth only to be given different information which now she is perplexed as to how to mover forward in resolving the matter and claiming