Defeated and exhausted

I submitted a claim almost two weeks ago on this policy R*** (my mother's) and someone allocated this claim and documents to my policy (***) as if I am the one who is deceased despite the documents clear stating the id number of the deceased. Nevertheless, after back an forth the problem was established that the deceased documents are loaded on the wrong policy (mine) and the lady I spoke to apologetically said she will move them to R*** and must just send a form back. 5 days later, I am calling and the documents are still seating under my policy not my mother's policy and the claim has not been process two weeks later. How can I be talking to liberty if I was the deceased one? I need liberty to expedite my mother's claim R*** please.