Terrible travel insurance claim process

I submitted my claim online more than 6 weeks ago (10 Jan). I received an email on 18 Jan saying I needed to send another document which I did straight away and uploaded said document online. I have called TEN times to find out where my claim is. EVERY SINGLE TIME they say they sent me an email on 18 Jan requesting more documents. EVERY SINGLE TIME I say I have already submitted it (and resubmitted it) so then they try put me through to the agent on my case. EVERY SINGLE TIME she has already left the office and I am promised she will call me the next morning. EVERY SINGLE TIME I never receive a call. Why is this taking so long? I also sent multiple emails to every email address I could get.