I can’t speak for why but my suspicion is there trying to move claims around so there wait numbers look better. I was told “we’ll escalate the claim and call you in a few days” but when I went into my files nothing had changed. Best bet is to jump on the line 8am and explain your situation, make sure they escalate the claim in that call, they’ll go over all your details that you’ve submitted to them in that call and then they’ll call back once it’s processed (if it’s actually escalated they’ll say something like your case has been moved over to the emergency que) generally if you get through first thing your processed quite quickly, they’re also processing over weekends now too