Liberty Life treats their customers badly

My girlfriend has MS. She has been struggling to get her life cover to payout for dreaded disease. They constantly keep spinning her in circles. She has sent through the documentation as requested. Her neurologist has written emails/ letters to liberty and they keep asking the same questions and they keep getting answered. I honestly don't know how a company of this standard van be so pathetic to constantly do this to a person. They should hire the correct people to do the job and instead of having people that is ***********. I would really like to speak to a person at liberty with a high position to help with this situation so all of us can get past it. A person with MS is getting treated like *******.