Terrible service

My husband and I have a life insurance (including dreaded disease cover) policy with Liberty. In May this year I was diagnosed with brain cancer which was needless to say a huge shock. We have dreaded disease cover with Liberty so there was at least some comfort. But from the time we submitted the claim, we have had absolutely no service from Liberty. Every time I phone the call centre (at this stage daily), they have a different story as to why the claim is still being assessed. Right now they are trying to send a form to a marriage councillor my husband and I saw years ago. This person is not even a psychologist, never mind a medical doctor. And nobody I talk to at Liberty can get that message through to the assessor. And I get stuck at the call centre, they simply just say I can't speak to the assessor or anyone that can actually tell me what is going on with my claim. Needless to say this is an urgent matter, I have medical bills to pay. Formal complaints don't help, I have tried that and no help there either. Now before you - I mean you LIBERTY- reply with an automated response that you are going to escalate the matter which will help a fat big zero, HELP me I beg you!