Poor performance

My late father had a life policy with liberty. My two brothers and myself are beneficiaries. We submitted all the relevant documents that were are asked for, ID, bank details, fathers death certificate and claim form. This was all submitted on 11 February . I followed up to make sure everything was in order and I was assured they had everything and that it would take 10 working days. So on the 10 working day I followed up to query as to why there was no payment. They told me they were waiting for my marriage certificate. I was never asked for this and was not aware the policy was in my ****en name. I submitted it, claim was escalated. This was on Thursday 25 feb. I called them again on Monday 1 march to be told that they can’t pay to my account which is in my husbands name. This is a joint account which I did indicate on the form I filled in. They have had my documents since 11 February and only tell me this now. I sent new banking details through and have been informed it will be another 3-5 working days for payment. They have only contacted me once on 26 feb to inform that the request was escalated. They never once contacted me re the documents they required, despite all my details being on the claim form. We are very disappointed in their process.