Scratch and dent Claim

I made a claim with 1st for women about two month ago, i have been waiting for them to approve my claim since. When i call them they only tell me they are waiting for administrative approval and they don't know when will that happen. Yet they say it is suppose to take only 48 hours to get approval, i have been waiting for two month now. Such ridiculous service. When I ask for my call to be directed the so called administrative personnel, they all say 'they do have contact to call them but can only communicate via emails. First For women has so far treated me badly. As a black female, I hope this has nothing to do with the colour of my skin.