Worst insurance company ever

Liberty has requested a late estate account be opened for them to payout my fiance's mothers unclaimed benefits which she has done after being told this should be done before the 23/01/2020 so she can be paid out on the 23/01/2020 because she submitted all documentation in December already and now they turn around and say they won't be paying out on the 23rd as there are more delays to this processes I find this totally unacceptable considering she was the one who constantly has to call liberty to get update and this whole thing of them responding privately is complete nonsense cause they want to sweet talk client so they can keep *****ing them over and over again