No service or update of claim

I was told by my financial advisor that my disability claim would be processed in 3 to 5 working days after submission of required documentation, which was last week Thursday. It took 21 days to get the required forms from my advisor. I have not been able to contact my financial advisor since Wednesday last week for any form of update. I need this claim processed urgently as I need to purchase vital medication for my illness as well as settle doctors accounts. I have contacted the call centre in an attempt to escalate the process and although the call centre staff are helpful, no further updates or assistance has been received. This claim is extremely urgent yet Liberty does not seem willing to assist in any way or even provide an update. Please could someone assist me?