Poor service Liberty Life ops claims

I have use Liberty Life for many years and a year and a bit ago I took out life insurance. With that I took out income protector plan and income protector plus which is supposed to be there for you if ever something happened unexpectedly to you and you unable to work temporarily, they cover your salary for the time frame. In October 2018 I had to have unexpected neck/spinal surgery and was unable to work for 8 weeks. I was comfortable and relieved knowing I had taken out the policy and had a sigh of relief. However it is now January 2019 and my accessment is still being passed from one to the next and pretty much don’t have any answers. I call almost daily to try speak to a manager but you just get block and told someone will contact you. In the meantime I have had no income!! I was told the assessment takes upto 8 weeks. I have all the information they required and even assisted them with gaining some info faster to try speed up the process. I am now more stressed than ever as I had to borrow money to live and yes pay my policies otherwise it would be considered as defaulting! I have reneiged on my agreements to pay back the money I loaned as Liberty has not come to the party as yet. Not sure where they expect someone with no income due to injury/op to still pay them. The protection I thought I had seems to be joke to Liberty and yet they very happy to take my money each month. I am saddened by this as I have always thought highly of Liberty and there service. I do understand protocol and procedure but why say something if it is not true. I call 2-3 times a week, again costing me money to try find out what is happening and I get told someone will be in touch before the close of business. Never happens!! What am I paying for? What is the point of having these policies when at the time you need them Liberty can’t help or be bother to help.