Liberty Life absolutely USELESS!

Since the 29th of August 2022, my 80 year old mother has been requesting a copy of her policy from Liberty. We have sent 6 emails to them and they DO NOT read the attachments or reply to the request. Today Liberty phones my mother because there was an email to them but again they do not phone to confirm that they will be sending her a copy of her policy, no, apparently they must update her details onto their VERY VERY slow system because this process can take 3 to 5 working days. It has been 16 days since we sent the request to update and email the policy copy!