Liberty Life compliance failure

This institution has a lot to explain. Their average rating is 1.4. Of the 2900 reviews more than half rate them the minimum of one. After 5 months of continuous pressure, I have still not been paid out on a policy taken out with Liberty Offs**** in 2018. After 5 months we manage to get the matter moved up to Natasha van der Merwe who is in compliance. All she has done so far is send one vague and confusing message which frankly looks very much like a stonewalling tactic. It really seems they did not follow protocol and proper compliance when they took the money so don't want to pay it out and take a rap from authorities.