Artificial Intelligence has taken over at Liberty

Is Liberty claims assesors Ai ? I am currently in claim with Liberty, and they have caused me more stress, I have also been in claim with Old Mutual ,Old Mutual really cares about clients , the assesors actually calls you to find out how you are doing and your progress , Liberty on the other hand , The assesors act like a Ai System, no care no compassion, request documentation which was send and each repeated document send to them, takes 15 working days to review, I had to pay from my own money for a medical report for Liberty, The claims assesors can only be reached via email , so I asked the questions Is this a actual human or Artificial Intelligence? I am still awaiting for feedback from Liberty regarding my Claim as payment is usually on the 25th but tonight they will still deduct money for a policy I have with them.