Liberty drags feet on settling funeral claim, despite 16 years of premiums!

I am battling to get a funeral claim paid out in full.

The death occurred in early March 2023 and I have been struggling ever since, despite premiums being paid in good faith every month for 16 years and all required claim documentation being submitted within days of the death.

The surviving beneficiary was told to go to court, which she did, and get a document to prove that her father (the co-beneficiary) had passed in 2020, which she did. I submitted this on her behalf on 29 March - having already supp**** her father's death certificate, as requested by Liberty.

Everyone I have dealt with at Liberty either ignores the content of my (and the broker’s) emails or insists that the claim was paid on 30/03, which it was not. I have the relevant bank statement to prove non-payment.

I cannot count how many times I have asked what I need to do to enable payment. What is worse, I like to think that I am relatively savvy about policies, cover and claims and yet I have no idea what’s going on, nor what to do/who to turn to, to secure the required outcome. It feels as if Liberty's processes are designed to be deliberately obstructive and to yield delays.

I continue to be baffled by the fact that no-one - and I have reached out to more than 7 individual Liberty employees thus far, excluding the social media team and the PR company - has picked up a telephone to engage with me directly, despite my constant and unremitting pleas for this to happen.

What would happen to this severely under-resourced family if I didn’t have the resources, time and know-how to chase Liberty so relentlessly? They would possibly never receive the funds to which they are rightfully entitled.

They may still never receive the funds to which they are rightfully entitled.