Insurance payout not forthcoming

FFW is not forthcoming with paying out my insurance claim which I am entitled to! My car was ****** and naturally I need to replace it. I need a car to operate in my life. Communication from FFW has shut down. I have confirmed the delivery of my de-registration documents and had to be the "angry customer" over the phone before they followed up with their receiving staff on the premises and confirmed that they have the documents in hand. From here the payment must be processed...simple! I have no idea what is happening. There is one person doing the administrative processing who has now seemingly disappeared. Repeat calls and emails and ... nothing! There is no information on whom to escalate this delay to. As a consumer you are simply left waiting.