Poor claim Experience

I've been asked to send photos over and over again for the scratch claim being told they are not visible yet they are visible to me, this is the second week of waiting to hear back I need to know what is happening with this claim is it a scratch and dent or comprehensive claim why don't you ask me to take my car in somewhere so they can assess it in person if they are struggling to see my photos. It feels like it will take the whole month to get anywhere I'm disappointed .