NO RESPONSE TO CLAIM

My mother passed away in January 2015 and she had a Lifecare policy that she had with Liberty Life. IMMEDIATELY After her passing, I enquired about claiming with Liberty Life and Shaun at Liberty informed me telephonically that the people handling my mother's estate have to contact them as they cannot deal with me directly. I had ABSA trust contact liberty and they were informed that there in no payout due to me. I am listed as beneficiary on her policy and this is a policy that my mother had been paying since 2004 (8 years at her passing) and I still do not understand WHY a Life policy cannot be paid out?? I have tried numerous times to get answeres from Liberty but no one can seem to assist. My mother also had various other policies with Liberty Life that she took out in 2004 but they were burial covers for family members. Seemingly, those will also not be paid out when my family members pass even though Liberty has been happily taking money from my mother. This is just a sad case of exploitation by Liberty!