Hereford / Liberty Shocking 4 year claim debacle

been dealing with a useless broker, have a claim going on for 4 years! 4 years, paper work lost that was given by medical professionals, kept swinging a story that we will gave answers heard nothing back from them! emailed someone from management and not even feedback from there! absolutely pathetic services, in that 4 years the broker kept making me sign on to new products ect but couldnt have finalise a claim, not even feedback from Liberty either !! Makes me wonder if I died will they take 4 years to pay out my life insurance!