Poor service

My mother who is late had a policy with liberty so i the daughter came with all the reqired documents to claim and check my mom's policy, i was told they cannot tell me which policies my mom had with them, so up to today i cant claim anything from them, do since my mom has passed away who do they want yo share the information with or who must claim if they can share anything with anyone. Or must my mom come back from the dead since she is ghe only person they can share this information with. I dont even know if she has a funeral cover that must be claimed and paid withing 72 hour like tgey say on their adds. I was told they will call me after 10 day. What kind of a service is this .