How long does it take to make changes - more than one year and still not sorted

How long does it take to change banking details and policy details? A month, 2months maybe max 6months, but more than one year is ridiculous. My father passed away end July 2021 and since then we are struggling to change debit order and make mom the policy owner (as she was the other insured/spouse). If you send an email, auto reply immediately but then response from an agent takes ages. Customer service not priority. What will happen if this policy not amended correctly and claim must be done? Liberty will just throw it to the policy holder and not take responsibility.