Requesting Docs Not Required

I registered a funeral claim for my uncle on Liberty's online portal and uploaded supporting documents as prompted on the page. When I called to follow up on the status, the consultant indicated that the claim form was outstanding. The page for upload of documents does NOT have an option for upload of the claim form, in fact the initial landing page is where one would enter the very same information that is usually on a claim form. When I asked where the option of upload of claim form is, the consultant conceded it is not there and escalated the query. The process is supposed to make things easier yet Liberty doesn't seem to have trained its staff or done a proper walk through of the process, resulting in an unpleasant customer experience. If the intention is to cause frustration and delay in payment of claims, congratulations!

Of the 3 claims submitted in last year, the majority (2) have been unpleasant. I'm am disappointed in your service once again and have taken the decision to cancel life cover and lifestyle protector products held with Liberty as I don't have faith that you will act in a honourable or efficient manner in the unfortunate event of my death and my dependants' claiming.