Unprofessional service

A life cover claim (policy number ***) was reported on the 12 July 2022. At first I was requested to send the death certificate and ID copy of the deceased. I got a claim form back which was submitted with all the necessary documents…a few weeks after, we received an email stating that we should get a letter that states that the house was paid off since the type of cover was used as insurance for the house. With no hesitation, we went to the bank and got the letter (please bear in mind that we also submitted the title deed,which to my understanding it should be enough proof to show that the house is paid off). Now we received another email saying that we should submit a cession from the bank. My problem is , firstly why didn’t Liberty Life tell us from the beginning that we need all these documents? Secondly a title deed should be enough to show that the house is paid off so why are they dragging to process the policy claim?

The service is just unprofessional 👎