Living Lifestyle Benefit Claim

Having recently being diagnosed with a malignant melanoma, I was advised by my Financial Adviser to put in a claim against my Living Lifestyle Benefit, so I started the process. Once all documentation requested was submitted (or so I thought) I had to follow up on a regular basis. After about a month or so I was advised my claim had slipped through the cracks and the PMA was only then requested from my GP. The Claims division then went on a wild goose chase asking for another PMA from a Dr I have never seen in my life - this carried on for over a week with me having to get a written statement from said Dr that I had not been there. After numerous delays and PMA from my GP submitted, I was advised it would then take 10 working days. Here is one instance where they were correct in that I got feedback that the claim was approved within 9 days. Thereafter I was advised as a \by the way"that Liberty may take another 5 days to pay the claim as they need to check that banking details are correct. We are now sitting on day 5 and after mails sent - no feedback. Communication and service at Liberty are shocking - and to make things worse"