I remind Liberty of my reward and now I must complete paperwork WHY!!!????

Every 5 years anniversary I received a reward from Liberty for not claiming from my funeral cover and this happened 2014 and 2019. I then remembered 2024 was my 5th anniversary yet again and was due for a reward. Innocently on the 20.12.2024, I contacted Liberty via email tocenquire about the reward and got the shock of my life from a Gloria Manamela who I think is new and is clueless of what she's doing. She told I must complete a form, attach to it a copy if my ID and proof of bank account. I responded to the email, trying to understand why do I need to notify Livetty of the reward due to me and now there's a lot g paper work I've never dealt with and now I'm obliged to complete, no feedback received. I sent a follow up on the 24.12.2024 and to this day I'm still waiting in vain for Liberty to respond. Perhaps receiving a hellopeter complaint will get someone to do their job accurately this time.

1. My 5th year anniversary hasn't clocked like how it has for the past decades. 2. I bring this to Liberty's attention and I'm expected to complete streams of paper work, from when? Which what facility? 3. No feedback even after the nonsensical request received from a Gloria