Liberty doesn't want to pay my claim

I have now called the Call centre on several occasions and no one seems to be able to tell me why my claim is still outstanding. This claim has now been outstanding for 3 months, I keep receiving empty promises of feedback on the claim in 5 working days then 10 working days, still no feedback. I was told that my claim was referred for an independent review but no one is giving me reasons why. It seems like Liberty is looking for a reason not to pay the required claim that's been paid faithfully every month. They have no humanity as my husband passed away and we need the money. Really dissapointed in the service received thus far and my claim was escalated on several occasions even to Marcia and Emily.