Recovery department is useless

Their recovery department is the worst. They don’t update me and there is no progress on my claim. I have to call them the whole time to find out and motivate them to do their own work and hold the line forever and I go through all the channels then they drop the line. I am now in process of doing the 3rd party claim my self because they are simply not available. I’m on the line holding for over 10minutes with no assistance.