Liberty just lapsing policies

My sister in law has been waiting for five months for her funds at work to be released onto her Liberty Policy. In December 2025 she took out a portion of money from her pension from Liberty. Since then the broker has not signed the forms which will allow another company to release the funds. The broker continues to advise her that he will do it and today she finds out the her Liberty policy has since lapsed. How can a policy lapse when she has been paying monthly for it and when they released a portion of her funds just a few months ago. To me it seems like a stonewalling tactic.

Answers please Liberty!