Unfair and Protracted Claims Processes

My grandfather passed away in 2019. He left three policies, one for each of his children (my Mother, and two uncles). My Mother passed away before my grandfather (2017). I am the sole benefactor of my late Mother's estate. I have provided Liberty with all the documentation to prove this (letter of executorship, death certificates of my Mother and Grandfather, etc.) however Liberty refuses to pay my Mother's share to her estate, and therefore to me, and will only pay her share only to my Uncles. I was hereafter informed by the call centre to get affidavits from my Uncles indicating that they are willing to have my Mother's share paid to me - I did this, furnished Liberty with same, and was again told that Liberty will only pay to my Uncles.

This makes no sense, however, I am at a point where the family would like this matter finalised as it is a painful reminder of my Grandfather's passing. To do this, my Uncles (who are not tech savvy, and need assistance with claims of this nature) have asked that I act as their proxy, and find out what documents they must fill in, and what proof of identity and proof of bank accounts is needed, so that the monies can be paid to them, and then they will pay to me. I emailed Liberty in this regard on 27 November, with a reply on 28 November, asking for the Letter of Executorship. I have provided Liberty with all the same documents noted above again on 29 November. Since then, no reply, despite my now following up three times since then.

Beyond the fact that Liberty will not make what is a rational, and reasonable payment to my Mother's estate (and where all needed proof, as requested by the Call Centre was provided - and I understand your policies say otherwise, but truly, this is not what my Grandfather would have wanted at all), now there is no reply to what is a further reasonable request for information and forms to be filled out.

I will be cancelling my own Liberty policy after this experience. I will not put my family through such unfair and protracted process.

We as a family need this to be resolved now, failing which I will approach the industry Ombudsman.