Liberty Life - Slow or no response.

I have been trying to finalize a death claim for my MIL from my late FIL. All documentation was submitted on 18/06/2021. I phoned again last week and was told they are still busy calculating. In the meantime i have received documention for the restructuring of the policy with amounts on it. I was told my phone call was still within the alloted 15 working days, which I understand, but that has passed now. When I phoned again on Tuesday 13/07/2021 I was told it is now escalated to a Manager and the manager will get back to me within 24 to 48 hours. I seems that Liberty is using every possible method not to pay out what is owed. Why say between 5 and 15 working days if you know you are going to take the full 15 day or more. Funny how all these places are quick to take your money but take their time to pay out. Pathetic service from Liberty.