Very disappointing service

am 74 years and have a life insurance policy with Liberty Life for more than 40 years. On 18 September I requested for beneficiary forms. I have changed my will and therefore need to change my beneficiaries as soon as possible. As at today I received no such forms. But a reply stating that a representative is working on the changes. How can the changes take place when they don't even know what the changes are? Very disappointed with the services. Shoba Singh