Liberty and broker - full of promise no action

My friend and colleague who has been ill for 4 weeks passed away on Friday night and the broker by the name of Brandon Bergman was my friends broker. I found documents on my friends computer and that's how I know the name of broker. Myself and my friends only beneficiary have been trying to get assistance from both broker and Liberty Head office but because it is time to pay it seems like they are shunting their responsibility. What I would like to ask Liberty and their brokers what do you get commission for? Is it not to service your clients? I am also a client of Liberty and have been for a long time, if this is how they treat their policy holders (investors) I am seriously considering changing my financial advisors. If you don't pay your monthly premiums see how fast they send you notfications. If only the claims department is as efficient as the credit control department.