Poor service

I'm wrtg this complain on bhalf of my niece, such an unpleasant service from your claims dept (HO) so on 23Feb 2021,she submitted her late father's claim who passed on in 2018,initially claim was done at Empangeni offices, all required documents were submitted, she was told turnaround time will b 2 weeks fine, then 2weeks pass no feedback from Liberty, she called and they're response was death cert. was not clear n they wanted proof of acc to b submitted again, so 2nd time resend all docs as per their instruction, she was now told to wait for 11 days after submitting for an outcome, 11 days pass no feedbck, mind u she's been told the amount is only R4k,what I want to know why do u employ such *********** n unprofessional stuff? Dnt they know what docs to submit when submitting a claim? this child has been sent from pillar to post, with no 1 telling her exactly what they looking for, why don't u (Liberty) tell her that u declining this claim instead of running around, she's not working n data is expensive n nw she called your dept today n guess what still require a same docs that were submitted in Feb, letter of executorship, proof of acc, death cert, ID, affidavit n estate late acc which was long close due to that she was not expecting funds, so how's that possible that these *********** staff fail to miss this info submitted? Can y'll respond asap bcz this is ****ty service to begin with, a claim doesn't have to take this long if the client was advised accordingly, LIBERTY SERVICE IS PATHETIC n UNACCEPTABLE, can your staff(call centre/claims dept) do better to other clients, we have other big Co's in SA that excell in providing satisfactory service, may b I also need to cancel my investment with u peeps.

Unhappy client