Is It common practice for Standard to not return my calls? Should I hire an attorney?

I’ve been collecting STD from The Standard since April 2014. I received numerous extensions after they asked my physician’s to fill out paperwork. My last extension was on July 20th and than is when they stopped paying me. First they claimed they didn’t receive more paperwork from the doctors in which they did, then they said my claim was being reviewed by contract physicians and that it would take 10 days for each physician to do their report (2 physicians). My claim representative always returned my calls until last week when I was informed she had the reports back and was reviewing their reports. I’ve called her 3 times since last week and was promised she would return my call within 4 hours. Is this common practice or is she not returning my calls because they are denying me? My LTD was supposed to begin on Sept. 1st. I am scheduled for back surgery next month (Oct. 20th) and will have a multi-level artificial disc in my cervical and an artificial disc in my lumbar. Should I get an attorney at this point or wait for a letter in the mail or a phone call back?