Poor service ,reliability and communication

A claim was filed this year in January 2025, however the insurer's service and response time were unsatisfactory. There has been no update on the claim, and the consultant has just stated that it is being investigated, and the dealer has provided all of the information needed. The challenge is that the insurer recognized that the dealer did not provide 100% service for the first time. Why don't they hold the dealer accountable, and why fail to update, communicate, and provide a turnaround time for escalating the matter?