Poor,unacceptable and disappointing service

I am so disappointed with Liberty Life's incompetence.On the 12th JAN 2020,I submitted a claim via email,the following day I called to inquire if the documents were received.Spoke to a consultant in the claims department was was told that all the documents were received.

This afternoon,the 15th of JAN 2020,I spoke to Rose in the claims department and she tells me that I'm listed as a beneficiary when in actual fact as per the "summary of benefits aka policy documents" I am the policy holder and the deceased is under "lives insured". I sensed a bit of unwillingness and "a don't care attitude " when trying to explain that I'm the policy holder and the premiums have been going off my bank account.

I need a competent manager or consultant to call me and assist me in this tiring claiming process.

The premiums have been honoured for the past 12 years and now comes ths claiming procedure and I have to accept poor service.