Unpaid death claim.

I have a pending death claim with liberty on my late mother’s policy. The claim was put through in April 2019 and I was advised it will take 45 days for the funds to be paid into all the beneficiaries accounts. Being one of the beneficiaries I made sure that all the required documents were submitted on time however liberty has been giving me the run around and telling me that the claim has been escalated. To this day I am the one that keeps phoning them to follow up. Each time they take my details and tell me Lungile will contact me as she is the one handling the claim. I am very disappointed with the service from liberty because we really needed that money for my mother’s tomb stone but liberty decided that was not important enough. I have been very patient with them and don’t know what to do now in order to have the funds paid to us. I have sent a formal complaint to them and will be taking it further with the ombudsman should they still be quite, which I’m sure they will be,from my experience with them.