Pillar to Post- Terrible Claim Experience

I’m writing this on behalf of my sister. Who is claiming on behalf of her daughter. She called Liberty over a month ago, submitted all requested documents, after following up after 7 working days, when the payment was meant to be paid, they mentioned that she requires a letter of guardianship (even though her names are on her child’s birth certificate). Once that was clarified. She was told to open a bank account for her daughter, and resubmit the form. And because they’ve had her waiting for so long, they’d escalate this claim to 5 working days. It’s now over 10 working days being sent from pillar to post. This is extremely unprofessional.