Bad assistance on Policy

I am so disgusted with Standard bank, My mother was contacted by Standard bank in April 2024 icw a policy at Liberty,upon visiting the branch they told us that they cant disclosed any information to us because they are waiting on Liberty for information. Weve visited Liberty and they told us they are waiting on Standard bank, a whole up and down now. Standard bank cant release a cession letter because of an outstanding amount on the bond but there was a policy taken out for this bond policy ***2, but upon querie about this policy no one at Standard bank can give us any information on this policy, a policy which had to cover this bond and pay the rest to my mother. So Standard bank insurance what is your purpose and where to from here seeing its almost a year that we are roaming up and down for this policy