Policy Payout

I have a retirement annuity that matured on 1 April 2023. Two phone calls later i am still waiting for the form to have the policy paid out to me. The blatant ignorance and lack of urgency by Liberty to settle my payout is disturbing on so many levels. This is so frustrating; to hear that the form will be emailed to me in 15 minutes to and just never arrives. Does Liberty not want to give me my money? as it is the policy performance