Over two months for a policy cession

I have been trying to do a cession on a life policy for over two months now. I sent the cession documents in at the beginning of June 2023. I had no feedback from Liberty for over a month. I followed-up with them, to be then told that they needed to verbally confirm the cession with the policyholder. The policyholder had however by that point, passed away. I have now for the past month been trying to sort the cession out. I have called Liberty over 20 times, only to be told that they are escalating and that someone would be in touch. I would receive feedback in the following 24 hours. I have never heard anything from anyone at Liberty and the cession is still not done. It is now over two months since I request the cession.

Why did Liberty sit on this cession in the first place for over a month without doing anything? Why do they say that verbal confirmation is a standard requirement, when on a different life policy with Liberty, they completed the cession without verbal confirmation? And why do I have to spend my time continuously chasing them up, and never getting any feedback or results?