Liberty Life poor client service and couldn't care less attitude

My mother sadly passed away at the beginning of October 2021. She had a policy with Liberty Life - which is apparently according to policy wording - supposed to be paid out within a few days once they have the necessary documentation.

We submitted the documentation to them some weeks back and it is now the end of November - and we still haven't heard a thing from them. I contacted Liberty Life a week ago and received an email stating that they would look into it. We are still waiting. They claim that it's Covid's fault - but they have had nearly two years to adjust their system to accommodate these trying times. If other companies can adapt why can't Liberty Life?! The impression I get from my dealings with them is that they just don't care. This type of poor service is not acceptable especially from a company like Liberty Life and especially during times like this !