Disgraceful service from Liberty Life and no ability to escalate

I'm a financial planner with a client who took out a Liberty Life policy 13 years ago. Each year we increase his cover to keep pace with his salary, as the cover is linked to his income. In August last year we started the annual review, and 7 months later this case is still wafting around the inner sanctum of Liberty - no-one takes ownership and no-one gives any feedback unless we call the call centre. The latest feedback is that more blood tests are required (the last bloods were done in January) and we just keep going around in circles. This is not a company that treats its clients or its advisors fairly - there is no method of escalation when things go wrong, and no-one in the call centre will help to get this finalised. His next salary increase is in April and then we need to start the process again!