Claim with the underwriters since the 18th august

I put a claim on the 18th of august and it's still with the underwriters even today . There is no communication what so ever . When I call to follow up I'm told the same story that the clams is with the underwriters and they will escalate and give me feedback. According to their policy claims should be paid with in 48 hours if you submit all the paperwork. I submitted all the paperwork and still nothing.