Follow up _ two port claim

I honestly don't understand how Liberty works.. you send and email they don't respond, you call and try to follow up on the claim ,it's a problem.

I claimed for two port ( which they claim to know that we use for emergency) but they don't treat it as such .

I need that money as soon as possible, it's not even with sars as yet.

To think I wanted to add a policy with them , yerrr. Bad insurance company to go for.