Horrible service experience.

Trying to submit a saving claim from liberty life RA is by far the worst process ive ever dealt with. Firstly, there's a manual form to fill out, no automated process why?? secondly there is a member policy and scheme number in the doc, first submission I sent I needed a scheme number called liberty and was told scheme and policy number is the same so I submit again and im rejected again cause the scheme number is wrong, how am I supposed to submit if ppl in you call center give me the wrong info.