Liberty is useless

My father had a policy with liberty but now he's late he had a policy with liberty, the name of the plan was "annuity retirement plan" we went to standard bank as the was a liberty representative to help help us process the claim it's been more than five months no help no progress we tried other alternatives of contacting them via email they sent all the necessary documents we filled all the forms and submitted but still we haven't received even a small penny all they keep telling us is excuses one after another liberty is ****