Constantly making excuses

My mother has passed away on the 4th Sptember and had a corporate policy with liberty life through the company she worked for.So myself and my sister was put as beneficiaries on this policy.We app**** in September for the payout of this benefit through the HR department of my mothers work.We were told to submit copies of our bank statements,Proof of address and I.D documents aswel a expenditure list we had to complete.It was all the documents that was needed at the time.I have since phoned the call centre of liberty life asking them to confirm when this payout will be taking place as the policy was not in arrears for them to have an excuse regarding the payout.I recently phoned them to ask if I could speak to one of the acesse's to find out when this payment can take place as its almost two months now.The call centre operator told me that I cant speak to a acessor and have to work through my mothers HR department of the company she worked for but the lady from my moms HR department is on leave.Then they came and told me also that there is suddenly more documentation that they need from us and had the question of whether we were dependant on my mother as these are details that they need.Niw my question to them is why did they not give all those details to ny moms HR department when we were told to submit.The call centre operator also told me that if I am employed or not employed to ket them know.Now I want to know what has my work status to do with them.They raised a question and asked confirmation on whether my mom was married or involved with someone but the death certificate says that she was never married.I think the way liberty does business is not satisfying according to me and i want answers.