Settlement amount uknown

Everytime i have to get a settlement amount from Liberty it is a struggle, i have to go from pillar to post, i shoud be paying off my loan in June only left with 3 months and they told me that i owe morethan R9000 when i told them is impossible they told me that they have reffered this case to the actuarial department and it will take 48 hours MAX to get feeback. My request was submitted tuesday last week till to date no feedback....what is wrong with this company?