Won't pay out on matured policy

My wife has an endowment policy with Liberty Life that has matured. On 8th January she asked that her money be paid into her bank account. It is now 11 days later and they have continuously been stalling.<br> When she phones them she gets shunted from one person to another, always being told a different story.<br> Why can't they just put her money, that is lawfully hers, into her bank account instead of making her phone one person after another?