Worst experience so far with an insurance

This is my first and my worst experience with a car insurance. Instead of relieving my stress, my stress became worse. It is almost 3 weeks since I have put in a claim without no resolution. The claim department people don't call me for updates and when I asked for the team leader she didn't even get back to me. I'm paying a full cover, a hefty price to be treated the way I have been treated. I'm more than disappointed with its services cause I didn't care how much I would pay I just wanted to be treated with respect and compassion. I'm just in this alone with no guidance worst part as a first timer. He requested things from me that I haven't even heard other claimers request and I gave him everything, to trace my accounts, to trace my phone but still my story isn't credible enough for him. I feel like a defense in court whose waiting for a verdict from the judge.