Bad customer service and No sense of urgency

Today marks 30days since they started assessing my claim.. that time I'm paying close to 3k a month (premium). They insisted to tow my car even though it was drivable and now they are taking forever to conclude!! *My car is parked in the sun* I thought providing them with the AR, Accident photographs, Case#, Repair quote and docs would assist to accelerate the process. Today I spent more than 10min listening to the background music waiting to talk to someone who could atleast tell me what's going on - I'm seriously starting to think that they r deliberately ignoring me. Its exactly a month today and fixing the car might take another 3 weeks to a month.