Liberty does not service customers

My mother's policy has not been serviced since August 2025 despite going for the required tests. Her financial advisor has not spoken to her, responded to any of her messages or calls. I have submitted a formal complaint and since acknowledging the receipt of my complaint, nothing has happened. A policy pending servicing for more than 6 months is unheard of and I am not sure what is expected to happen should her untimely death take place during this period. I am deeply frustrated