Poor Communication

I had a policy with Liberty that matured on 12 May. I got documents from them to complete if I wanted the money paid into my bank account. I forwarded all the requested documentation and was told everything is fine. On the day my policy matured, I was contacted by Liberty and told that they are not satisfied with the documents, they are not paying out my money. If they had communicated their request earlier this would not be be problem. I feel it inappropriate to wait one month, to the day of policy maturation to spring this on a client.