Appalled client

I would rate it a zero if there was an option. I have since made a claim over 3 weeks ago, something i was told would be resolved in 48 hours yet here i am. Getting through on the phone is an absolute nightmare to begin with, then once you have an agent on the phone they can barely assist you because they clearly dont even know what the hell is going on. This is an insurance company i have not missed a payment on for almost four years yet my first ever claim is been treated like an inconvenience to them. This is beyond annoying and *********** and just sad. What could possibly be the delay in all this?!