Payments VS Claims

Early in May 2023 my father suffered a heart attack and is no longer able to work. We contacted the financial advisor that liberty life referred us to regarding my father's benefits. After numerous attempts to contact the financial advisor at the standard bank branch we learnt that the financial advisor no longer works for Liberty. At the same branch another Financial advisor offered to assist, three weeks later still no response. When I do call the branch there is no response from the "new" advisor. On every contact to Liberty I am referred back to the same financial advisor who does not exist. It it really funny how Liberty is always quick to respond when a payment is missed, but when it comes to claims are NOT priority.