Liberty Life Insurance

Hi There My mother has been sent from pillar to post regarding a claim, everything part of the process is unclear and no one is going her any form of support, on a daily basis the story changes from one agent to the next. This morning someone by name of Cordelia told her to take it up with her lawyers ....she just called me crying unstoppably desperate to get help ...this has been going on for two months and she has waited patiently to no support .... is it possible to make someone submit all the required documents then later on not provide properly communication and feedback and status updates ....that's not right ...