Claim not being finalized, no response from the insurance

I have submitted a claim 2 weeks ago and the assessor submitted a report the following day. 2 weeks now my claim hás not been finalized and I have not received a single call from the person who is handling my claim. Every time I call I get told that she will be sent message. I don't understand what I'm paying the insurance for if I'm getting zero service from them. Very unprofessional and none responsive to all the massages. Yesterday they deducted my account for premium but I'm not getting help with my claim. Yet there was a hidden clause which was never discussed about additional access due to the value of my car. I want to know if they will fix my car or not but I'm not getting any answer. I keep wasting more money on airtime trying to get through their call center but every time same story. They can't help me they will send a message to the person handling my claim. I think this is a *******, if I pay for something and when it's their turn to give me service, I get nothing.